I sure hope some CEO somewhere at Countrywide cares enough about their image and what people think and experience with their company to set up Google alerts for their company and maybe, just maybe find this post; read it and make some changes.

What kind of changes might you ask? How about the customer service department for one?

We get paid very nice retainers for helping businesses become more customer friendly and efficient but guess what! Today is YOUR LUCKY DAY! I am going to give you a FREE consultation.

Get your phone numbers together! Why is it that every one of your numbers leads back to the same push this button and push that button and enter your social security number only to be switched to another extension to do the same thing all over again?
Why can't you have a menu of options that actually leads to different departments like one extension for short sales, one for foreclosures, one for current mortgage questions, one for where do I pay my bill? Why can't you actually have someone answer the phone instead of being put on hold for hours? Some people think you are doing this on purpose so that your borrowers will just give up trying to have you work things out with them. Others say not to give your that much credit.

Nestor was on the phone for over 45 minutes one time, 50 minutes another time and on and on it goes. I bet you have customers who just plain give up on trying to get you to help them because they have found a more inept phone system that what your company has. This is not hard to change. Hire someone who knows how to work phone extensions. Call me, if you don't know where to find someone, I will find someone for you. But this has just got to be fixed. It is broken!

Get your customer service reps who answer the phones trained! Why do you monitor the calls? It says for training purposes? Who are you training? A fourth grader can do a better job in your customer service department. What is so hard about teaching people how to answer the phone, how to treat human beings and how to answer their questions with the correct information. Every time Nestor calls you he gets a different answer from a different person. Even the phone numbers we are given are wrong! How do you give out the wrong phone number?


Get a computer technician who knows how to be on call and keep your computers running. Then maybe you won't have to tell us your computer is down for 2 days in a row!

Have a system to enter the authorization letters in so you know you have our sellers' authorization letters on hand and in your system so that you don't have to spend all that time on the phone with Nestor as he tells you that it is there and you have to find it. It is not that difficult to create systems and there are systems creators that could go into your company and revamp your entire company to be more productive and efficient.

Why are you wasting the stock holders money by hiring an appraiser and a broker to do a BPO on your short sales? What is the point of that? You are the only lender that we have found that does this so far and we work with many lenders. Save that money and use it to improve your systems.

If you want to just foreclose on all these short sales why don't you just come out front and say that you are not interested in helping your borrowers with working out a short sale. OH, why does a person who wants to do the right thing, struggles to pay their mortgage payments each month and they call to get an extension on a payment you tell them they have to be late first, they have to miss 3 months of payments before you will attempt to help them? What sense does that make? You punish your good payers and reward your delinquent accounts. This makes no sense at all. Especially when in just 6 months a payment goes from $2200 a month to $3850. per month!

Even if you do not want to take proactive measures to help your company redeem itself in the public opinion, your stockholders and your consumers than here is another solution:

Hire a short sale servicer company to take over your short sale work. Since you can't seem to do it, get someone who can. Follow Henry Ford's Advice!

Contact Nestor Gasset and Katerina Gasset, CIPS, Realtors®, International Properties and Investments, Inc. Licensed Realtors® in Florida at 561-753-0135 to list your property for sale or to purchase a property in Wellington, Royal Palm Beach, Loxahatchee, Lake Worth, Hypoluxo Island, Lantana, West Palm Beach and the rest of Palm Beach County Florida. We are accepting referrals.

Copyright © 2008 By Katerina Gasset, All Rights Reserved.

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P.S. If you are listing your home as a short sale in Palm Beach County Florida make sure you hire an agent who knows how to do short sales and has the experience to get the job done. We are doing successful short sale packages. Call us at 561-753-0135 to find out more about Palm Beach County Short Sales.