Is Customer Service Dead? Maybe its because I live in South Florida and the heat is getting to peoples heads but I honestly believe good customer service is a thing of the past. 

For those of you who know me or have read my blogs, you know that I run a mortgage company here in West Palm Beach and I strive on Customer Service.  That is why it blows my mind when I try and do the right thing and it is thrown back in my face.  I usually don't do Home Equity Lines of Credit for the true "A" client because in all honesty it really does not pay very well unless I price it up and which case I am not super competitive and I would loose face with the client.  What I usually do is refer it out to a direct lender who does not do "Sub-Prime or Alt-A" paper.  In this case that person would then send me all of their denials.  This has always worked well for me...... Until now!                            

I have a very good client who needed a HELOC and it was a super clean deal.  The person who I have been sending my referrals to got busy and gave it to one of her under-links.  (here is where the problem starts)  They don't return phone calls and when they do (after the client calls me and I get involved) they are very short with them and keep going back on their word.  Today was the last straw!! They call the client this morning "great News" they tell them we are closing tomorrow (2 weeks later then they promised)  Fifteen minutes later they call them back and say we have not been able to get a hold of your insurance company and also you don't make enough money for this loan so we have to deny this file.  (After 1 month).  My client says goes through all the finacial AGAIN and wow you know they qualify for this loan and also he place her on hold made one phone call and would you believe it was able to get a hold of his insurance company.  This all leads me to believe does anyone know what customer service means?

Now this is the kicker  do you really think this client will call me again and ask me for my advice?  In his eyes I look like like the devil himself.  He asked who did you put me in-touch with and what have I ever done to you to deserve this?

This should have been a easy deal.  However,  this is not what I am really upset with does'nt anyone know  how to return phone calls or be civil on the phone with people?  What happen to having phone etiquette?

Please don't take this as an opportunity to send me emails trying to get my HELOCS.. I know plenty of people who I can send them to.  (but thank you in advance)

I would like to hear from you to find out if I am the only one who is running into this problem?  Is this just me??