Where Do You Draw The Line? Do You Go Above And Beyond The Call Of Duty?

Hi Barbara,  I think it is great to go the extra mile if a client has no one else to count on. 

Hi Barbara!  I don't think we have a choice but to go the extra mile these days.  It's the little things that others won't do that keeps clients coming back.  We need to stand out from the pack and this is a great way to do it.

Barbara - Great topic!  Going above and beyond the call of duty.  I think in some ways, I've always gone above and beyond.  For most of my mortgage career, I have worked with borrowers that no one else will work with - low to medium income borrowers (many first timers).  Most of these folks qualify for some sort of dpa program and/or or income based loan program, which are typically tougher loans to close because we are virtually underwriting them twice - once by me (the primary lender) and once by the dpa agency (the second lender).  My job is to coordinate the processes of the two differerent lending sources.

These folks are typically in the low end of the market around here (400k<) and once again, a lot of people won't work with these folks so I am often finding them Realtors/agents to work with who are familiar with these types of transactions (I have a list of Realtors/agents that I have worked with before for these types of transactions).  Some days, I feel like I am the only one who actually cares about these folks but that's a whole other post. 

Some agents think I do too much, you can call them "prima donnas"!!  I always step up to the plate.  When I say I give full service, I provide full service.  My clients remember this and I have repeat business. :)

Barbara - I have always gone over and above the call of duty for my clients - I don't do it looking for a payback, but one always comes back.  Good for your team!

So often it's just plain easier for us to take care of some of these items for our clients.  People are so overwhelmed and time is awfully short for many. 

Very good question - sometimes we need to go above and beyond (in a case like this), but we still need to watch where we spend our time and make sure to spend it wisely.

We don't have job descriptions as agents.  And I love it when a client says "Wow!  You'll do that for me?"  They always remember the times you make them say "Wow!"

Barbara: Full service is full service. Clients come to us because they need the help. Our profession is so much more than a sign in the lawn. I believe if the clients needs it done, it becomes my job. I don't work this way for payback, but the rewards do come.

Barbara: Full service is full service. Clients come to us because they need the help. Our profession is so much more than a sign in the lawn. I believe if the clients needs it done, it becomes my job. I don't work this way for payback, but the rewards do come.

Barbara,

 I have a Realtor that will go in and paint an interior to spruce up a house for free! Yesterday, I stopped at a listing and took the trash can in because the sellers are out of state. Not a major thing, but I take my listings seriously. I think every Company/Agent makes their own job description and will attract like minded people.