So last night, after hours, I get a phone call from a realtor, a borrower and the buyer's attorney.  All separate phone calls.  The realtor told the borrower to go with me.  The buyer's attorney told the buyer to go with me, but why?

The borrower then calls and begins to spill the beans.  The buyer said that the lender promised the borrower a certain program, but after three weeks, the loan program was no longer available.  Secondly, although the borrower was under contract, they wanted to leave the lender.  The lender was a jerk and was the poorest communicator ever.

Verbatim, the clients called and said "Larry, we're low maintenance people.  We don't need hand holding.   Tell us what to do and we'll do it, but can you return one phone call over a three week period?  Is it wrong for me to ask for a lender to call use once a week?

I was able to reach one of my team partners and  within minutes they were all on the same page.  The borrowers are coming in this morning to apply with Cherry Creek.

I can't say that we're awesome.  I do think we are, but in fairness, I would have to say that

Any Monkey In the Circus Could Handle This Deal!

The markets aren't that busy right now so customer service shouldn't be an issue.  The two issues that go to the 101 of customer service are:

1. Don't say that you can do something if you can't;
2. Communicate - Return phone calls, or better yet, be proactive so that a client doesn't have to hunt you down.

I'm grateful that Cherry Creek has the deal.  I'll be honest though, if that loan officer had done his job, I'd still be searching for a post to share today. 

Thanks for the topic.  Thanks for the business.  Thanks for the revenue.