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Do you go the extra mile(s)?

I have a loan that I want to close this month. (Don't we all?)

Some things came up that I need clarification on a refinance I am working. Primarily, a judgement that came up. According to my customer, it has been paid.

As you know, the clock is ticking. The last day to close is Thursday the 26th. They want this to close this month; I want this to close this month; my boss wants this to close this month...ok, you get my drift.

I called my customers. Of course, they have no access to a fax machine, other that having to pay for it. And they seem to be the type to like the 'personal touch'.

With that being the case, I told them that I would come for a visit and pick up their documents that I need. They do not live up the street. They live about an hour and a half away.

I am willing to spend my afternoon going the extra mile(s) for the best possible customer service.

Posted by Ann Guy on 07/10/2007 03:28 PM

Comments (18)

mortgage, refinance, customer satisfaction

18 Comments on Do you go the extra mile(s)?

JUL

2007

sometimes you have to do what you have to do to get things done

i have a similar situation(not that long a drive) and ive had tio go to this guys house TWICE

Ann, that is what this business is about, doing what you have to do to get the result that you want. So if you have to go the extra miles or in this case probably 90 miles then that is what you do.

Either that or buy them a fax machine........LOL

Ann,, well if that is your car I would hope you had the top down for a nice drive..:-)

I think we have to go the extra mile these days.

JUL

2007

And if you know Ann, if they live an hour and a half away, it will take her roughly ten minutes to get there.

I know as realtors we have to drive people for hundreds of miles, I thought as loan officers, you could have people come to your office and take care of things by fax or mail.. I do have problems when clients do not have access to email , fax, cell phones and answering machines and I wonder how I managed a few years ago. I once had a buyer who did not drive and I had to go to her house pick her up and drive her to see houses.

You are a great loan officer . I wish there were more people like you.

Ann,

You know if you don't, there is always going to be someone else who will. Good job! :)

And that is why you are so successful. Going the extra mile for your clients has a way of being remembered so that they refer all of their friends and relatives to you.

And of course scan and email is out of the question? Overnite mail? You will go the extra mile, I know....have a nice drive Ann.

I'd drive to Hawaii for a client. For even a POTENTIAL client.

Ann, you ROCK.... the extra mile is what seperates the good from the great.

The bad.... well , they are easy to spot.....they just drive you crazy.

Dominick-Yes, you do have to do what needs to be done

George-Actually, it was close to 150 mile trip

Matthew-That used to be my car **sniffle sniffle** but becoming a mom kind of put a damper on that

Jason-Unless I am stuck at a dead stop on the turnpike

Gita-Usually, I don't have to travel but if I do, I will..and with a smile. FYI I am licensed in all of PA so if you need anything, please let me know

Suzanne-Thanks!

Rob-I'm glad I don't rive you crazy

JUL

2007

Ann.... George's comment was funny and I was thinking the same, to be funny.

How about this idea..... have them send it to you next day AFTERNOON delivery, billed to receiver.... you. Ann, I have done the driving this, but for a small fee of about $10 to 14 dollars, I would have it delivered the next day. Driving 3 hours could cost you a lot more. Just my .02.

jeff belonger

If it takes going the extra mile to close the deal, then that's what you need to do. Good post.

JUL

2007

I think going the extra mile is what this business needs more of, you really don't see it any more. I had a situation where the title company forgot to give a document to the recorder and I went and picked it up and delivered for them, so the buyer who was sitting in a u-haul truck could move in.

The Title company forgot to send the docs to the courthouse to be recorded? WOWZERS.

Amazing.

Sometimes it is necessary to go the extra mile. Each customer is different on how they want everything handled. Some need that personal touch and want to see you go out of your way. I cover a large area and usually make a trip like that every day. I want cheap gas back!!!

Jeff-But nothing beats face to face with some customers

Lanre-Thank you. And it was worth it.

Todd-Oh my! Good for you for taking care of the problem. Maybe you should check out a new title company--like Rob Robinson (yes, cheap pitch for him--we all make mistakes)

Michael-You and me both. It's pretty cheap up the street from my office at the Wawa on 222. So you ever are in Allentown, fill up your tank

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