CUSTOMER SERVICE ..... Do you remember what it meant? When it existed? It's one thing to be unhappy about a specific service, but what about when you have been lied to or misled?
We as Americans don't seem to complain as often as we should. There are several reasons why we wouldn't complain, no matter how severe the issue.
- We just want satisfaction now.... the me me me theory.
- It takes time to complain and sometimes to complain correctly - we are a fast paced society and we just don't want to take the time.
- We have pride and complaining can sometimes feel like you are the lesser person who is involved. It can be psychological at times.
So how do you handle things when they don't go your way or as promised? Are you a pistol? Are you submissive? I want to make this post specifically to real estate and mortgages. What about if you have a botched settlement? Or if the loan officer changed your rate and or closing costs at the time of closing? Yes, it happens, but how do you handle it? We need to stand up and complain, take the appropriate actions.
So, let's use an example for all intense of purposes. I am a loan officer that has promised a closing on the 12th of November with $2,000 out of pocket to the buyer. The 11th roles around and I tell you I need another week to close this loan, for what ever excuse was used. Now it's a week and I ask for one more extension. Bingo, we finally make it, two weeks later. But the day of closing, I tell you that you need another $1,500. You complain, rant, and rave. (possibly more than this, but we'll keep it "PG") But because you want the house so bad, you come up with the extra money. Okay, you aren't a happy camper, but you have the keys. You call up the loan officer, because they weren't even at the closing and say, "you won't be getting a referral from me." The loan officer under his/her breathe, "oh well, I made my money." Now, you both go your separate ways...... This shouldn't stop here and here is what can be done. (ps)... I have heard some stories to where nobody can even get a hold of the loan officer at closing. What does this tell you?
I want to list some tips when it comes to complaining. I also want to give you a few places to complain to. We need to work together on this. You can't have the mentality and say, "just my complaint alone won't help". The more people that complain, the better chance of things changing.
- First off, don't be angry. Don't blow your top, because nobody likes a hot tempered jerk. Even though we know that the customer is always right, don't act like this. Remember, you get a lot more flies with honey.
- Work your way up. If you don't feel like you are getting anywhere with your point of contact, go to their supervisor. Work your way up if you don't get timely results.
- Be persistent. It could be frustrating at first, but some of these good sales people will wait you out. Hoping that you fold or give up.
- Document - Make sure you have copies of anything previously that was changed to the most recent outcome. Keeping detailed notes makes it easier to go over the complaint and it doesn't look like you are making things up on the fly.
- The sympathy trap -- This happens more when your point of contact has made promises and missed many of the deadlines. Sometimes the other person tries to control the conversation or the events that have taken place.
- Complain in writing - Not only make a few phone calls, but make sure you send your complaints to the people that you spoke to, making copies. And send them certify mail. And always send a copy to the main office, the headquarters, or to corporate.
- Spread the bad news -- Word of mouth is one of your best weapons. People do talk....
Who else to report certain mortgage related instances to :
1. Call the BBB or go to their online complaint system (Better Business Bureau).
2. Or go to Google and type in state license complaints for mortgages. With this search, you will pull up many different states. If your state isn't there, just type in your state name ____________ followed by mortgage complaints.
3. And or go to the NAMB site. (National Association of Mortgage Brokers)
Keep this in mind.... Don't be a back seat driver. Stand up for your rights. If enough of us complain, things can change for the better.
2 things to remember as a professional and as the consumer :
1. As the consumer -- Don't just accept bad or poor service. Do something about it.
2. As a professional -- Something that I learned a long time ago... keep your clients expectations to a certain level. Under promise and over deliver.
Disclosure: This does not happen to everyone. Nor is every loan officer a bad loan officer. But this is based on real life examples from the past, from speaking to other realtors and consumers. And it does happen!!!!
- FHA Loans - Conventional Loans - VA Loans -
Experience & Knowledge at its BEST !!!
____________________________________________________________________________________
For more information on FHA loans, please go to this link. The FHA Expert
For more information on how you can obtain your dream home, please click here : Mortgage Financing Options
For important mortgage insight to watch for, please read : Consumers need to be aware of these Red Flags !!!!!
Copyright © 2008 by Jeff Belonger
Posted by 
;)
;)
Jeff, your story underscores why I preach so much about strong relationships within ones network. The better the realtionship, the better the communication, the less problems there are. This does not mean that problems don't happen. For goodness sake we are in the mortgage business and last time I checked, it was full of human beings! But mitigating problems is paramount to a strong network of professionals that understand how to do their job and communicate to all the players involved.
Bo