The Golden Rule Is A No-No!
by: Linda Brakeall
The Golden Rule says: Treat others as you would be treated. That's fine if the other person is exactly like you. Chances are he or she is not. Most customer service faux pas (and when you're dealing with either borrowers or Realtors - they are your customers!) are not made when people intentionally or unintentionally make an error. Many are made when the service provider (LO) gives that service to the Realtor, for example, in a way that would delight said service provider.
Let me translate. You, Loan Officer Person, are working with me and my buyer and want to keep me fully informed about the status of the loan. You send me lots and lots of pages of information every single week trying to keep me up to date. I feel overwhelmed. "Who has time to read all of this?" Your LO perspective is that YOU would want to know everything! You assume that I do too. But I am a bottom line type of person. Is the loan progressing appropriately? Is any documentation missing? Is there anything I as a Realtor have to do to keep things moving along? That's all I want to know so I do not greet your valiant effort with delight; only with frustration. It just looks like too much paper and print to me. I am frustrated with the very reports that you labor over. Is there a way out of this conundrum?
Yes, and it is oh-so-simple! Use the Platinum Rule which says: Treat people the way they want to be treated! A s k ! Ask your Realtor, your borrower and anyone else that your give "customer service" to:
our sponsors. Visiting our sponsors allows us to provide the
valuable information on these pages at no cost to you.
Copyright © 2001-2015 Mortgage Marketing Online. All rights reserved. The Mortgage Marketing Online Web Site
is designed, maintained, hosted, owned and provided by Click1003 and Daily Sales Record. Text, graphics,
scripts, programs and HTML code and contents are protected by US and international Copyright Laws, and
may not be copied, reprinted, published, translated, transposed, hosted or otherwise distributed by any
means without the express permission of Click1003 or the contributing authors presented on this site.
For content reproduction or advertising information, contact Doug Perry at 800-398-0504.