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Mortgage Person, Take The Wheel (And Try NOT to Crash This Car)

I have often thought that real estate agents, in reality, are the originators.

Nothing happens unless buyer and seller are brought together and sign on the dotted line. It may be just a piece of paper, but it represents hours, days, and sometimes months of hard work, and you haven't even been paid a dime. Work that has been done in the name of one little word.

If you thought I was going to say MONEY, you are wrong. I say the word is TRUST.

Now you, the real estate agent, are supposed to take that body of work that represents not only your blood sweat and tears, but food on your table, and do what?

Turn over the wheel to someone you may have never met. The Mortgage Person.

Remember when you were in school and the teacher assigned the dreaded "group project"? Your grade on the assignment was completely dependent on the contributions of the other members of the team. And you always got stuck with (pick one ): (1) the slacker who never showed up, (2) the over-achiever perfectionsist who wanted everything done over 10 times or (3) the drama queen that came to the meetings, but not to work.

And now your entire grade for the semester was going to depend on this? A group project?

CRAP.

I didn't realize at the time, but teachers have a very good reason for this exercise. THIS IS REAL LIFE. And closing a real estate transaction is often dependant on a cast of characters that you do not know, and did not choose.

So now you must TRUST. How do you handle this?

There are only two ways in my opinion. You either turn over the wheel with an attitude of abundance, or turn over the wheel with an attitude of scarcity. Which will it be?

For the sake of the client, I hope you will answer abundance.

Setting the stage for a successful project should always begin by extending TRUST to those you are working with, even if it goes against every fiber of your being. Your client can sense if you have chosen to withhold trust and second guess every move of their chosen mortgage person.

It is hard to over emphasize how important it is for real estate agent and mortgage person to present themselves as a united front to the client. The "A" in this project is more than a closed transaction. It is a client who has a good enough OVERALL experience to become a REPEAT client.

HARMONY among the team members is how to get an A.

As always, a triangle (mortgage person, client, and real estate agent) presents opportunities for "two against one". This is when client complains to Realtor about mortgage person. Or client complains to Mortgage Person about Realtor. Here is when mistrust can creep into a transaction and ruin HARMONY.

Never let one of the "two" be the client. Make sure the "two" are you and the mortgage person, working for the "one" who is the client. The two of you can work behind the scenes to solve differences, and map out solutions for problems that arise. Treat input from the client for what it is: something to discuss with your teammate, the goal being to resolve the issue together for the sake of the client.

If you do become "stuck" with someone that is a slacker, a diva, or a maniac, well, THAT'S LIFE. You still strive for the "A". You compensate. You put on a brave front. And you forge ahead knowing what is at stake, and protecting your client (not your commission) the best way you know how.

You won't get an "A" every time. Unfortunately there is something called "guilty by association". But I say, your chances of making the team work expand in direct proportion to the level of trust you are willing to grant the one holding the wheel.

You don't need to grab the wheel for every little bump. You might crash the car. Certainly you are making it much harder for the one driving.

Remember, there is a client in the back seat who deserves nothing less than a smooth ride home.

Written by Janet Guilbault, California Mortgage Expert Based Out of the San Francisco Bay Area

Posted by Janet Guilbault California Mortgage Banker/Broker on 03/07/2008 11:15 AM

Comments (51)

california mortgage expert, realtor success strategies, rainernation

51 Comments on Mortgage Person, Take The Wheel (And Try NOT to Crash This Car)

MAR

2008

There are certain lenders that we have experience with and I have complete trust in them. Unfortunately, there are times when we get stuck with those less than desirable folks that I wouldn't trust as far as I could throw. Normally, if I am dealing with a lender that is new to me (no track record), I generally call them to make them aware of the important dates in our P&S (loan commitment date and closing date). If they are reluctant to talk to me, I also make them aware that the buyers have signed a release in the P&S. Usually things go pretty well and we have fairly open communication. Unfortunately, over the past couple weeks, we have had trouble with a couple of lenders. One lender just ignored our calls from beginning to end and then we found out one day before the loan commitment was due that they were turning down the loan. We found out from the buyer because the lender NEVER called us back. The other lender refuses to give us any information on the loan even though they are aware of the buyers signed release. They wouldn't even tell us if the house appraised out. The commitment on that one is due Monday... fingers crossed is all we can do. I guess the bottom line here is that I put trust in those that deserve it. Others I will be watching like a hawk. As you said, this contract represents a lot of work and I don't want to see it fall apart because of someone else's incompetencies.

Nice post, it brought back memories. The "groups" in high school & college definitely helped me prepare for this. You are exactly right, rarely is there a "perfect" team in place. As Katherine stated, I try to match by customers up with trusted lenders, ones that I have dealt with before or have had good recommendations. On the flip side of that, there are those too that I have worked with and want to use their own lender, or someone they have never used before, but they have the "lowest" rate - that can be a nightmare, especially the lenders that are out of town!

On a side note, be careful of the agent who's spouse is a lender too. I had that happen and we actively pursued the agent and lender of fraud and predatory lending. The buyer fired the agent and had us represent him, with full cooperation of course :)...never heard back from the agent after the letters we sent them.

I agree, teamwork is very important here! We all need to be on board and work together!

This is a wonderful post.

Agents and lenders have to work together. I absolutely worship the ground my lender walks on. When we have a buyer who has questions, he not only makes them feel secure, he bonds them to us the Realtor.

It's a partnership to get the job done for the consumer.

very well said. This is the reason I had to start interviewing for a mortgage partner again a few months back, as I just didn't have that trust. I do now, and the client is better off for it!

Janet - I agree with Lenn, wonderful post Janet. Then again, that's the norm with anything you churn out. It's so vital to keep a United Front, that keeps the most important element of the transaction (the customer) in the best position possible.

Hi Lenn: If only every Realtor had your perspective. Most Realtors entirely overlook how mortgage brokers can bond clients to Realtors.

I understand this from being a Realtor, and refuse to engage with a client when they rant about their Realtor. I make it 100% clear that we are a team advocating for the client, and that we work together, not against each other.

We all can remember transactions when the team fell apart and it left a bad taste in the client's mouth.

Whether or not we realize it.

Katherine: I am always shocked when I hear stories like this. I have to wonder, what is the point of not bringing the Realtor into the loop? There is everything to gain!

I will say this, I have been completely turned off by overly aggressive Realtors who call me to DEMAND that I do this and that. I know they may have had a bad experience (like you) so I try to let them know how I work and what to expect, without saying "please do not paint me with the same brush"

Some DEMANDS are completely unrealistic, and others are simply against the law and I cannot comply.

Jason: And when decisions start to be made because of commission, or in the name of just "getting this over with", the quality of the transaction nosedives.

I find the biggest upheaval occurs when appraisals don't come in, what about you? The client immediately assumes the Realtor just wants to get paid if Realtor recommends they accept the lower appraisal.

Janet - I've had two cases (one a refinance & one a purchase) where the appraisal didn't come in. I don't experience it much, as Pennsylvania Home Values have remained pretty stable with a slight increase in value in most areas, but it still happens. That said, when an obstacle presents itself....that is truly when a Team Effort is required to ensure the quality & closing of the transaction.

Janet: Yes, we really do need to keep each other in the loop. And for the record, I'm not one of those DEMANDING agents, but when I am IGNORED, I'm not AS nice as I started off being. :-)

Trust is a very strong word that is very hard to do sometimes when you have so much riding on the mortgage professional completing his part in the team effort.

Bronson: Yes, I know , strong word and huge leap of faith. I get that! But I think Realtors sometimes don't realize the damage they do by withholding this trust. It is actually like telling a client they made a stupid choice. It is opening the window for the client to ALSO mistrust the mortgage person. It creates resentment in the mortgage broker.

Which, okay, if the mortgage broker actually deserves this lack of trust, then what can I say? But sometimes Realtors assume if they do not pick the mortgage broker, then that mortgage broker cannot be trusted. It should not be guilty until proven innocent.

I do not agree with this.

Katherine: No mortgage person should EVER ignore the Realtor.

This is an interesting perspective. I find that most mortgage brokers (present company exempted) do not understand the fiduciary relationship that some REALTORS have with their clients. While the Mortgage broker is bound to represent the lender as a fiduciary, the REALTOR is bound to represent the Client. Hence, REALTORS call them Clients and Mortgage Brokers call them customers. While a person can deal fairly with a customer, they must provide loyalty to a fiduciary. Often, Mortgage brokers make the mistake of asking a REALTOR to present something that must be fully disclosed to the buyer or request something that should be negotiated. This can cause a conflict. Good agents realize the importance of finding middle ground, and good mortgage brokers don't view those issues as ultimatums or proprietary.

The other issue revolves around people trying to blame each other for missed deadlines or commitments. I never use a Mortgage broker that tries to throw me under the bus when they forget to do something or make a mistake.

something that must be fully disclosed to the buyer or request something that should be negotiated.

Like what? You lost me.

I believe that a perfect storm has to take place for a decent transaction to come through to completion... it might seem like I feel this is a long shot, but that's not the case at all... I think those perfect storms take place all the time, and it is almost ALWAYS the result of having put together a competent, detailed, trustworthy team of people that are primarily working for the clients, not themselves. I don't prefer to see real estate agents double as the mortgage loan originator, simply because I more often see the perfect storm come to fruition when people are the masters of one important task: the real estate agent, the mortgage broker, the loan processor, the escrow officer. More often than not, I see individuals try to be a jack of all trades, just to end up the master of none.

Janet,

For instance, I have had mortgage brokers ask me to explain that a "customer" did not make it through underwriting for a particular program, but that the mortgage broker has another program available at a higher rate with more closing expenses. If I am doing the right thing I should suggest that the buyer check rates with other lenders since the terms are changing, not simply act on blind faith that the best option is with the current mortgage broker. That is full disclosure. It also would justifiably cause friction between the agent and mortgage broker.

Again, this does not mean that REALTORS and Mortgage brokers can't be friends. On the contrary, if they understand the limits of each other's abilities they will be sensitive and not exceed those fiduciary relationships.

Nice post, being from both sides of the fence (Mortgage Broker/Lender and Real Estate salesperson) communication and understanding here is the key. Unfortunately, neither Broker of Realtor can see the transaction from the other's perspective. Both tend to think, "it's my client" when in truth it's both. Both Realtor and Broker need to work with one another and respect each other for the value that they bring to the transaction. Without the time and efforts of the Realtor spent with the buyer to actually find a property, answer all their questions, spend money driving here and there, then negotiating with others and coordinating some many facets of the deal it would not ever happen. On the flip side, without proper qualifications, documenting income, assets, employment history, credit history, counseling the buyer and working with underwriters to get the loan to completion, the deal wont close. So, not one is more important than the other. I think thats where so many misunderstandings happen. We simply have to Respect and Appreciate one another for the value we each bring. After-all, both Broker/lender and Realtor want to get the deal done so moth can earn a living. Again, nice post. Thanks!

Janet, this is a great post. The relationship that I like to build with my Realtor partners is one of trust...where we are a well-oiled machine serving the clients. It goes both ways...I refer to Realtors, too, but I'm choosy. And that's how it should be. Anyone I refer you to is a reflection of how I do business.

Hi Janet,

Excellent post with terrific graphics. When agent and loan officer can work together effectively, the client/customer is the beneficiary. That's how we all look good. If any link is weak, we all suffer together.

Well stated. I have a trusted loan officer whom I prefer to work with, however the builder's lender may provide better incentives for my buyer and I have to present a united front with these professionals in the best interest of the fiduciary relationship with my client.

Well written post Janet. When I have a mortgage person I have worked with before, I am pretty much hands off. When the client brings in their own mortgage person, who I don't know, I have to get more involved so all my "leg work" does not go down the drain. I can be involved without being overbearing or rude.

Janet, the best relationship is when realtor and lender work as a team. We both know that problems often arise on both sides. It is our job to solve to solve problems. And, as Jason mentioned above, often the "team" has to solve them. Another great post. AJ

Excellent post. There are so many players in a real estate deal. The agents, the closing attornies, the title search folks, and of course the mortgage broker. I have found a wonderful closing attorney and title person but have yet to find a great mortgage broker to turn my business over to. Every deal I feel like I am throwing a feather into a tornado and hoping it survives. I have finally started putting my TN business in the hands of a team in FL that has yet to let me down but has made me worry. I would love to find someone local that I can have lunch with and see their eyes as we discuss our business ethics and find out if we are a fit. Sounds corny, but I want someone that I see as a business partner, not another challenge in the deal.

MAR

2008

Shelby: I would love to see you find that local lender that you can develop a great realationship with. I have often written here on AR that I wish more Realtors would do just what you have proposed here: Go out and find a local mortgage person. Invite them to lunch. Think about how you can work together to create synergy. Get some referrals. Ask questions.

Then when you have developed some confidence and some trust, refer them to a client and evaluate the results.

I agree with you that a face to face is the best way. You don't sound corny at all. I would love to work with someone like you and wish you the best of luck in finding your local lender! (Make sure she is a broker.....so that your clients will have multiple options for loans)

Wayne: I hope my post didn't cause anyone to think that I think the real estate agent should disappear once the mortgage phase begins. Hardly! Although I have had that happen to me, I far prefer the Realtor who is involved.

In fact my favorite Realtor (RS....if you are reading this) always makes me laugh because she stays one step ahead of me at all times!!!!!! I couldn't get away with being a slacker even if I tried! She keeps me in line.

Every mortgage broker needs to EARN the trust of the Realtor. I am simply stating that extending this trust from the beginning makes a positive statement to the client, and that the optimum situation is working together, not against each other

You are soooo right! I had a terrilbe experience with an out-of-town lender who just didn't care about my client. My client wishes now she had listened to me and gone to a local lender from the very beginning. However, it looks like it will all work out and close in April, but that orginal lender did VERY LITTLE to get the deal done. When my client went to the lender I suggested, there was some work to do, but it was done, and it was actually solved much easier than originally expected. So, I agree with you....we should work together with the loan office and the other agent as a team to get the deal done! Thanks for your comments.

Hi AJ:

How are things in Lafayette? Solve problems and put out fires. Yep. I would also like to add to your comment that we should do this behind the scenes with as little hassle to the client as possible.

Joby:

I have had some pretty upset clients when I have to turn them over to the builder. They really do want to do the loan with me, but if it means losing incentives like a flatscreen, a washer and a dryer, a new refrigerator, and all closing costs paid, well.....I tell them they need to use the builder's lender and I'll catch 'em next time.

Easy to think things through if decisions are made based on what is best for the client

Joey, I like your phrase well oiled machine. Yes, that would be the goal, but it isn't easy when you are doing business together for the first time., and you don't know each other. We should all be VERY choosy about referring business.

With so much at stake, and knowing you will be working together for the next 30 days, with 2 commisssions involved, I wonder why taking the time to get to know each other and talk about strategies rarely takes place in the Realtor/mortgage broker relationship.

Why do you think this is?

Lawrence: Wow! What a great comment! You hit the nail on the head, but I realize that often there is a "client grab" going on. That is what I mean by not letting the 2 against 1 happen!

Sometimes I have worked with a Realtors who consider mortgage brokers to be a necessary evil. Their attitude is "I must protect my client from you, nasty mortgage broker", and refuse to let go and trust.

When that happens, the client is miserable, and so am I. This is the point of this post.

Your comment, and your attitude are right on. Come together, respect the role of the other professional, and work together for the benefit of the client.

Okay, Matthew, I am a little shocked that a mortgage person would ask YOU to talk to the client about mortgage programs. What gives with that? That is not your job.

I will admit, that there are boundaries.....I have to REALLY be careful not to do the job of the real estate agent since I am often asked questions that should be answered by the Realtor. Since I used to be a Realtor, it is hard to shake this part of my personality and clients can tell quickly that I know my stuff from both sides of the coin (I only do mortgages now, no real estate transactions)

So the ask questions. But I am quick to refer them back to their Realtor as the expert. You should not allow a mortgage person to place you in a position of talking about loan programs, or of delivering bad news. That would be ridiculous.

What is this mortgage person, a total wimp? Or is that the custome in Florida?

Patricia: Another great and well written comment and opinion! Thank you!

I could not agree with you more. If every person involved contributes their area of expertise, and does not overstep the boundaries of the other team members, the perfect storm can give birth to the perfect real estate transaction.

When this type of synergy exists, a client is the happiest. Why doesn't it happen more often? Because we don't take the time to set the stage for the perfect storm.

We can't just expect it is going to happen without effort and planning!

Lenn paid me a very huge compliment by e-mailing me and asking me to remove the Members Only designation of this post, which I have done.

Thank you, Lenn!

Trust is a mighty word. There are people in your industry i've been doing business for years but then again there are the unscrupulous "characters" who give you a bad name. That goes the same for real estate agents. We can be our worst enemies. Instead of working together to a common goal there is a lack of trust between us.

Janet, I agree with your post. I have had aome very bad experiences with lenders. The worse is when they lie to you and don't tell you the truth and string you and the client along. I NEVER use them again, if I can help it. To me,honesty at all times is the ONLY way to go. I absolutely love it when I can work with a lender that actually does their job and stays on schedule and doesn't make up excuses for why deadlines aren't met.

Janet - As I have found is typical of your posts, you address critical points in our industry in a creative, enlightening way. We can't always be part of a team that we know and trust, but we can always work together toward the common goal of client satisfaction - no matter who our team members are. Trust is an integral part of the recipe of success. Choosing our referral partners wisely - from Realtor to Lender to Escrow Officer - referral partners who understand the necessity of transparency and communication, sure makes the difference in a smooth successful closing and earning a mutual client for life who generates referrals.

Hi Janet - what an awesome post this is! I have a lender that I have total and complete trust him and would never dream of second-guessing him. And I know he feels the same toward me. I reinforce my trust in him with my clients, and they never fail to tell me how much they appreciated that I gave them his name because he really does do the utmost for each person he works with. And I know from their comments to me that he reinforces their choice in me as their agent. THAT is what I call a bond of trust and respect. I wish that could be the case with all lenders, but it just isn't so, sadly enough.

I have a title company I like to work with that I have total trust in as well. If there are ever any problems, I know they do not hesitate one second going above and beyond what their job is - they just do what needs to be done to get the job done, no matter what the issue is. I always request them for my own closings for that very reason. If something goes wrong, I want them as part of the team.

GREAT post - a well-deserved feature!
Ann

Robert: There is a huge lack of trust and that plays itself out on ActiveRain. I think I never even realized the depth of it until I read the many mortgage bashing posts here in the Rain (one of which inspired this post)

There is so much at stake, and yes, I do agree that there are bad apples in any profession, but withholding trust, and taking an attitude of guilty until proven innocent only perpetuates the problem.

Our industry has been forced to clean up its act, and those in for a fast buck are going away. Having said that, I continue to encourage Realtors to spend time and effort "shopping" for a good mortgage person to recommend, and extending trust to those that they meet for the first time.

To unknown commentor: I believe the biggest thing we as mortgage brokers could do to foster trust is to simply communicate frequently about the loan process.

As for excuses: I would much rather tell the truth and suffer whatever anger/disappointment that results. I do not take it personally when people are disappointed or mad, it is all a part of the profession. Loans get denied. Conditions can't be met. Appraisals come in low. Lenders change timelines. Rates go up. And the list goes on......

It is always difficult to disappoint. This is not an excuse at all. If you are not capable of dishing out disappointment, then you should not be a mortgage broker.

Thank you Karen, I can see by your comment that you agree, and understand. Your support of this philosophy means a lot to me. I have tried to champion lender-Realtor relationships for my entire time on AR, but sometimes I feel this is a very steep uphill battle. Could be other parts of the country do not operate at the same level of trust as we do on the West Coast.

Ann: It is wonderful to have that level of trust...but then I see you have generously GIVEN this trust to your partners, so no wonder you have gotten back such a high level of service.

When someone trusts you, you JUST DO NOT WANT TO DISAPPOINT!

Hi Janet - trust isn't just a west coast thing, just so you know! And I know you know that - I just read what you wrote to Karen and couldn't resist. I'm an east coast person, literally right on the coast of NH - can't get much more east coast than that! And we have plenty of people here who trust.

We're all a product of our own experiences, so perhaps some of what each of us encounters is because of that. Most of my relationships with lenders and title companies have been good ones, but I've run into a few that were just downright awful. The worst ones in recent memories were with lenders that my buyers found online, and guess where they were based? California - west coast. But I sure wouldn't lump all west coast lenders into the 'awful' category just because of those snakes I was forced to deal with in those transactions. People are people all the world over, and some are more quickly and easily to trust, and others have thicker walls up and/or have had terrible experiences that have brought them to the point of not being very trustful.

OK, off my soapbox now! ;-))

Ann

Nice post. I love the pictures. And I hope when they take the wheel, they don't crash.That's never good for anyone.

Ann...okay, internet lenders are a whole different ball game, and I have my only little study going on there. I already know no Realtor trusts an Internet lender and that is another whole topic.

As to the East/Coast West/Coast thing....Lenn Harley is the only other person I know that actually writes often about lender relationships. I love her writing, but honestly, some of her stuff makes me realize that there are very different customs on the 2 coasts.

For example, she believes a buyer should always go to the Realtor first, never the mortgage broker. Here, you go get pre-qualified first, then go find your Realtor, waving that approval like they do when those kids get a ticket to Hollywood on American Idol.

Her posts display a much higher level of distrust of lenders than we have in our area, in my opinion.

MAR

2008

Hi Janet - I'm not so sure I'd base my opinion about a whole part of the country on what one or a handful of people do. Just as you'd find people on this coast who do feel as Lenn does, you'll find plenty of people who feel it works the other way around as well. And I'm pretty sure you'd find people in other areas who feel as Lenn does as well. We are all, after all, a product of our own experiences, and I don't think the side of the country we live in has much to do with that. At least not in my opinion it doesn't. I'd bet there are all kinds of ways of dealing with this in the middle part of the country as well.

Anyway, I just find it really interesting when I read things that try to generalize based on one's geography. People are people and we each experience life differently, no matter where we live and work.

Lenn and I live on the same coast, and I'd bet for as many things that we feel the same on, there are just as many that we don't - not a coastal thing at all, just a difference in the way we feel and experience things.

Ann

Janet - yes, I do agree with you. As professionals, we'll do what needs to be done to serve our clients, even if we don't always have all Top Guns on our team. I understand a Realtor's concern in turning over their buyer to an unknown lender, having been in their shoes for 8 years of my career. It took doing business in a smaller community to fully understand the importance of accepting I'll be working with ideal - and sometimes less than ideal - team players, but I can work with anyone. Just make more follow up calls and e-mails when we have "unknowns" in the mix - especially if I'M the unknown!

Wow Janet, great analogy. I have never put those two thoughts together. Damn! I also love this:

HARMONY among the team members is how to get an A. On my first deal, I had the buyer. I presented an offer and the listing agent looked it over for about fifteen minutes. It was only 4k off list price, but remember, this was my first offer. His comment to me? "Did you get your license at KMART?" That did not set a good tone LOL. There are some cases where the mortgage lender will not want to be forthcoming, but in a bit over five years, I've only had four instances of this. Your strategy is right on, and helps keep the wheel greased and productively turning.

MAR

2008

Great post. Team work is always the key for both real estate agent and loan officer to be successful.

Please forgive me Ann if you took any offense at what I said. Of course you are correct in saying to generalize when a whole coast is involved would be ridiculous!

I do believe however, that one of the most interesting things about AR is learning a different perspective than your own.

I only meant that for me, reading Brian Brady is easy and I always "get" where he is coming from. He may be in San Diego, and I may be in San Francisco, but there is a Calif. perspective on how we do real estate.

It isn't better, it just is what it is. We don't involve attorneys in our transactions, for example.

Carole, you should have looked at him squarely in the eye and said, "Yeah, on a blue light special. But at least I didn't dig mine out of the trash like you did" ZING!

Hi Janet - no offense taken, and I'm sorry that I gave you that impression. I've just read several posts recently that seemed to draw lines on the coasts regarding good behavior versus bad behavior, and that was still fresh in my mind as I read the comment where that was referenced.

Your posts are always a good read - I'll be back to read more of your posts for sure!

Ann

AUG

2008

Very good post. I agree that both lender and Agents needs to work together. It's kind of asking what comes first, the chicken or the egg. I say this in reference to your statement of

"Nothing happens unless buyer and seller are brought together and sign on the dotted line. It may be just a piece of paper, but it represents hours, days, and sometimes months of hard work, and you haven't even been paid a dime. Work that has been done in the name of one little word."

Keep in mind that little peiece of paper should never get signed unless the buyer is preapproved from a reputable lender before ever signing, otherwise nothing but time is wasted. Being both a Realtor and a Mortgage Broker, it is important to keep all parties in the loop. There is however a very fine line as to just how much is disclosed from the borker/lender to other parties without violating their fiduciary responsibility to the borrower. Bottom line, we are all working twards the same goal.

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