customer service: My Bank Just Didn’t Seem Interested
- 09/09/22 01:56 PM
“Mr. Petrowsky,
You did my loan about 11 years ago. I don’t know why I didn’t reach out to you before this, in any case I need to refinance. Jerry and I are getting a divorce and I will be retaining the home, so need your help. I went to our bank, they gave me a run around for the last 3 months, they just didn’t seem interested.”
I’m not sure why a bank client would not be given good service, but the bank employee collects a paycheck every week, whether they do the mortgage or not. That is not the case … (3 comments)
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customer service: “My Buyer is a Space Cadet" - NOT SO
- 08/22/22 11:50 AM
"Mr. PetrowskyI have to apologize for my buyer and our mutual client, he is definitely a space cadet. I know you have requested the necessary documents so that you can get the mortgage application completed. He called me earlier today and told that he doesn’t know why he needs to supply any bank statements and retirement accounts. I tried to explain that the lender needs to verify the down payment funds and to make sure none of the down payment funds are borrowed.I asked if he contacted you to discuss his concerns, he said that he probably wouldn’t get anywhere with … (1 comments)
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customer service: “Have Been Waiting Nearly a Month to Get Pre-Qualified”
- 07/15/22 08:47 AM
“Mr. Petrowsky,
Your name was given to me by Jill XXXXX one of my co-workers. She told me you did her mortgage a few months ago. In any case I contacted the bank that my husband and I do our regular banking left two messages wanting to get qualified for a mortgage, unfortunately have never heard back from anyone.
Can you help us?”
I just don’t understand it, you would think that quality customer service is imperative. Apparently, that is not the case.
Prospective home buyers have more challenges these days. Higher interest rates, increased costs for everything, a continued shortage of … (6 comments)
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customer service: “I’m Connected, that HAS Always been Part of My Value Proposition”
- 11/23/14 10:39 PM
“I’m Connected, that HAS Always been Part of My Value Proposition”
Good morning Joe,
It will be three years since Dave and I refinanced our mortgage through you. I have a general question. In the spring we may try to sell our house and look to buy in North Carolina and I wondered if we could contact you for a NC transaction.
Each client that I work with knows that I am the “GO TO” guy. That is just part of my value proposition. During each and every interaction with my clients, before, during and after we’ve worked together, … (16 comments)
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customer service: What do we do with “Not so Good” Reviews
- 12/18/13 09:28 PM
What do we do with “Not so Good” Reviews
For many years we have communicated with clients after a mortgage transaction is completed. Like anyone else we love getting good accolades, but every once and a while, we get one that isn’t so good.
Anything like this comes to me so that I can take care of it personally, no matter if I’m the loan officer or anyone else that works for me. This now becomes my responsibility.
I can tell you that we have learned much more from what we have done wrong compared to … (16 comments)
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customer service: Do You Buy Leads?
- 01/10/13 11:19 PM
“Do You Buy Leads?”
The last time I bought a lead or wrote an ad was 1996. From that time on, I built a referral based mortgage practice. Having said that, one of my loan officers buys leads which produces over 90% of his revenue. He has been with my company over a dozen years and is extremely successful.
Here is the thing, whether you buy leads or you have a referral based practice, retention is the name of the game. You will never retain 100%, it just isn’t possible. If you are not willing to offer extraordinary service, your … (10 comments)
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customer service: I STRIVE FOR PERFECTION IN MY MORTGAGE PRACTICE
- 08/07/12 10:36 PM
“I Strive for Perfection in My Mortgage Practice”
I have seen this argument before, that perfection can hinder your success. The article below sure does give you a lot of food for thought.
Here is how it works for me. I am always striving for perfect. It is not always perfect, but that just gets me to work better or smarter not to repeat any errors that I may have made during any mortgage process.
The part that is really tough, I’m not the only one involved in the mortgage process and anyone of the moving parts can cause a slowdown or delay. … (6 comments)
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customer service: WHY AREN'T THERE MORE MORTGAGE RELATED COMPLAINTS?
- 08/02/12 10:33 PM
Why aren’t there More Mortgage Related Complaints?
I am by no means in favor of the CFPB, which is truly an unnecessary, bureaucratic agency. So what happens with all of these complaints that they are talking about?
I did a little homework on these complaints. The majority of them were filed against the four largest banks in this country, that apparently could care less about servicing their customers correctly.
I got this note from a builder this morning and wanted to share what great customer service sounds like, but I know you already know.
Joe, every time I called … (7 comments)
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customer service: RESEARCH REPORT SAYS, CUSTOMER SERVICE NOT IMPORTANT, REALLY?
- 08/02/12 03:46 AM
“Research Report Says, Customer Service NOT Important, Really?”
I had to read the article below, to make sure I didn’t miss the punch line. I can’t fathom this thought process, that this is the thinking, but maybe it really is how the big banks think.
I took a mortgage application earlier this week. Rick was contacted by the bank that holds his mortgage (Wells Fargo), to find out if he was interested in refinancing. He presently is paying 5.5%, so the saving would be $350 per month, which is very nice.
He did the application … (10 comments)
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customer service: DROPPING THE SALES PITCH
- 06/02/12 01:02 AM
“Dropping the Sales Pitch”
A couple of months ago, I received a referral from an AR member from the Atlanta area. She told me that she had a friend from MA, that wanted to refinance he condominium. She told me that the condo was valued at $500,000 and that the existing mortgage was $350,000. She gave me her friends contact information and the rest was up to me.
I contacted Millie, who was a delight to speak with. She told me that she already had interest rate quotes from three different companies and wanted me to give her a quote as … (9 comments)
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customer service: THE HEADING & FIRST PARAGRAPH OF THIS WSJ ARTICLE TELLS A CRAZY STORY
- 05/17/12 10:07 PM
“The Heading and First Paragraph of this Wall Street Journal Article, Tells a Crazy Story”
It is amazing to me, that any bank that would leave you a message, that they will communicate back with you in 60 to 90 day, to begin the application process. How the hell are they still in business? I hear this type of story all the time, from clients that are referred to me. It is not like these banks have any product that we as mortgage brokers don’t have, so why does anyone use them at all? It is not like their interest … (5 comments)
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customer service: MORTGAGE SERVICING COMPANIES NOW HAVE TO GIVE SERVICE
- 04/15/12 10:34 PM
“Mortgage Servicing Companies NOW Have to Give Service”
Service, what an amazing concept. I can’t help but be sarcastic, after reading the article below. The Consumer Financial Protection Bureau have come up with new rules for mortgage servicers.
I can’t tell you how often, clients that I am doing a mortgage for, literally beg me not to have their loan end up with this bank or this servicer. Some of the stories are pathetic and sad at the same time. Unfortunately, we can’t always control, were their loan ends up.
Maybe, just maybe, all of them get the message … (4 comments)
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customer service: THIS IS WHAT A RAVING FAN SOUNDS LIKE IN MANCHESTER, CT
- 02/10/12 01:21 AM
“This is What a Raving Fan Sounds Like in Manchester, CT”
I met with LeeAnne last summer. She had just lost her job, working at a bank. As a result of the loss of job and having to collect unemployment benefits, she and her husband where having a difficult time making ends meet. She was in the process of a workers compensation action, that was going to take a few months to get resolved.
She had told me, that the reason she contacted me, was that her bank would refer clients to me on a regular basis. So, you … (3 comments)
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“Mr. Petrowsky,
;)
;)
;)
