Posts Tagged ‘utah broker’

I do, seriously, love Twitter.

One of the things I love about it is the ability to monitor the conversation about my company, and respond quickly when someone has a problem.  Okay, not MY company, because frankly, nobody on Twitter is talking about us.  But my industry, yes.  There is a LOT of complaining going on about mortgage people, companies, brokers, all of that.

I didn’t really have any idea.  Most of the time when people come to me they’re not complaining.  Afraid, yes.  Worried that things are bad and not going to get better.  But they don’t come into my office and say “you never explain anything, your service sucks, and the entire mortgage process makes me feel faintly nauseous.”

This is, however, how they feel.  And I didn’t know it.

I had a short back-and-forth with @mototom (Tom Parker), in which he said, in part, “Same old — daily auto-dialer calls with pre-recorded voicemail messages. Crap follow-up once you’re working with them.”  And this was worse: “But it may be impossible to humanize it. No matter what, doesn’t it still come down to numbers plugged into a machine?”

Oh.  My.

Now I admit in this space all the time that I am not perfect.  I am far from as disciplined as I would like to be, and that lack of discipline shows up most often in communication, where I don’t do as well as I should at keeping my clients apprised of what is going on.  But I hope – I pray – that my clients don’t feel that they’re not human to us.

I guess I had better ask.

No, Tom, you are not a couple numbers plugged into a machine.  You should not be treated that way.  You should never feel that way at all, ever, at any point in the process.  That you do feel that way is a terrible indictment of mortgage brokers and loan officers, and on behalf of the entire industry, let me offer you a sincere apology, and my personal commitment to do things better in the future.

So that even if we never work together, your willingness to speak out will have helped someone.