Communication - How important it is? And are you above average?

 

How important is communication to your clients?  To the consumer?  Are you the type that says that you will get back to them in 5 minutes, but it turns out to be 3 hours?  How do you set your clients expectations?  If your borrower either heard something from your office or from another person, do you just agree with it, or do you find out what was discussed first, before you say okay.

 

I bring some of this up because just today, I had a borrower who wanted some answers on what took place yesterday. I had put my processor and this borrower' sister in touch with each other, since she has been the go-between since day one. We are closing on Monday and we ran into a snag on Friday, yesterday, because the proof on this specific document was not what was expressed over the phone by the borrower's sister.

The long and short of it, I had plans at 4 pm yesterday and did not know how the conversation finished. The borrower mentioned that her sister said that they needed to write a letter and that all should be fine. I told her that until I specifically spoke to my processor, that I would not know that answer.

So how do you communicate with your borrowers?  What methods of communication do you use?  Do you think communication should be number 1, above everything else?

 

 

One thing that I have learned over the years, is to set my clients expectations to a certain level.  If I think I can get back to them in 1 hour, to tell them that it could be 2 to 3 hours, or at the end of the day. We live in a world of wanting to know answers now, not later. It's very easy for a borrower to back you into a corner, and the first thing as human beings, we want to give them the answer that they want to hear. In my opinion, you need to stick to your guns and just say, "give me some time to make sure what you heard was correct."  Anything along those lines, just to make sure.

 

Overall, I have seen many people in different professions that just give the client the answer that they want to hear, just to go to the next person. Or, so they don't have to worry about the issue at hand now. All this does in most cases, just delays the issue and in many instances, just escalates the issues.  In these cases, I find that a phone call is the best and most direct of any types of communications. And depending on the kind of issue that I am dealing with and depending on who is involved, I will send an e-mail to all parties. This way they not only see what is taking place, but just for the record also, that there is some kind of proof. So there is no way to say this, "Jeff" never told me this.

 

Poll :  What do you consider most important?

 

What do you consider most important when helping your borrower.
( polls)

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