How One Lender Used Social Media to "WOW" a Client Today

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How One Lender Used Social Media to "WOW" a Client Today

Not HappyWe've all experienced delays on closings for one reason or another and they're never fun. But when they happen at the last minute it can cause a lot of stress for all parties involved in the transaction. Well that scenario happened to us this morning.

We had a closing scheduled for 1:00 today with our Buyer who arrived by train at 1:00 a.m. this morning from the East Coast to close on her new home. Her furniture is also scheduled to arrive today.

The sellers of the house she's buying are packed and ready to be out of the house today and are also closing on their new home at the same time.

So needless to say, everyone is counting on the closing to happen as scheduled today.

At 8:15 a.m. this morning we get "The Call" from the Title Company stating that they talked to Quicken Loans (the lender) and it looks like we won't be able to close for a week at least.

As you can imagine, a moment of panic set in along with a lot of other strong emotions and a few *#*#*@@ expletives. We called the Buyer and the Seller's agent to let them know and were met with more strong emotions. The Buyer called the lender immediately.

We use Twitter on a daily basis and have found it to be an invaluable marketing and communications tool in our business. I Tweet about many events so mentioned that

"I'm not impressed with Quicken Loans this Morning" on Twitter.

In less than a minute, I had a response from Kelly @QuickenLoans asking what she could do to help.

Twitter Stream

She also followed me so I was able to send her a Direct Message and an email about the issue so everything wasn't broadcast publicly. (This is a good strategy by the way - if you have a client issue, try to take it offline).

  Twitter Stream

Twitter Stream

I sent Kelly at Quicken Loans my client's name by email. Of course my comment generated some discussion on Twitter and I received several responses, including one from my friend Justin McHood who is a loan officer in Arizona.

Twitter Stream

Twitter Stream

Within minutes of this tweet, we had an email from a Client Service Specialist and the Loan Officer explaining what she needed. Our client also called and was able to speak to the Loan Officer and was able to request the form Quicken needed from her attorney.

The Loan Officer told us if they received the form they could close today and she would do everything she could to help us close on time. Our client was able to get the document to them but unfortunately, the title company is booked for today. So, we're scheduled to close tomorrow - a slight delay but certainly one we can all live with, and much better than a week's delay.

So of course, I had to update my Twitter status:


 Twitter Stream 

In real estate transactions, occasional delays are bound to happen - especially with all of the new guidelines that lenders have to comply with. I have more than one horror story about working with out-of-state lenders who were unresponsive and difficult to work with. Fortunately, QuickenLoans isn't one of those companies and I have to say I'm impressed with their service on the overall transaction, and how quickly they responded when there was an issue.




Re-Blogged 1 time:

Re-Blogged By Re-Blogged At
  1. Clint Miller 10/29/2009 09:12 AM
ActiveRain Community
The Lounge at Active Rain
Social Media Marketing
Bloggers Choice Selections
AR Twitter Users
Cosmic Cow Pie...The Rome Way
customer service
social media
real estate
quicken loans

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Bob & Carolin Benjamin
Benjamin Realty LLC - Gold Canyon, AZ
East Phoenix Arizona Homes

This is an excellent story and how it "should " work out -- all the best.

Oct 29, 2009 05:24 PM #39
Erin Newington
(916) 585-3858 - Elk Grove, CA
Elk Grove Realtor

Wow! I am shocked! Nice job on their part! Great post!

Oct 29, 2009 06:25 PM #40
Carra Riley & Declan Kenyon
Brokers Guild Cherry Creek Ltd - Westminster, CO
Helping people Transition at all ages!

Kevin and Monica,

I am not joking when I tell you it took almost an hour and a half to connect and see your profiles in social media and cyberspace!  You are amazing!  I have an account set up on all the sites you participate in but have not worked them like you have.. you are incredible... HOW do you have time to sell real estate and keep up your social media presence?  Great team work!   This is how I connected:

On twitter I connected under 2 names.. I see how you made the world rock with your lender tweet having over 3,000 followers! 

On facebook I made your page a favorite.  I think I was already a fan. I did repost your article on my page.

We were already connected on linked in. yea! Invited you to the Cosmic Cow Pie group.

Your flickr account rocks.. I looked at all the pictures.. makes me need to step it up with the photos!

Subscribed to your youtube chanel.

Read your friendfeed and saw the entire lender transaction. THIS IS POWER!

I subscribed to your very cool posterous account.. again, need a little work on mine!

I bookmarked your post  on delicious.

Tired to bookmark it on digg but someone must have already done that.. that was a big challangeso maybe lots of people were tying to bookmark it or maybe with so many activerain posts.. it does not accept them.. might want to check on that one as it would not accept the url.


Follow MontanaMonica on Twitter Become a Fan on Facebook Connect with Us On Linked In Visit Our Website  See Our Photos on Flickr  Watch Our Videos on YouTube  FriendFeed  Visit Our Posterous Photo Blog

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 So activerain friends Kevin and Monica are showing us the way! 

Thanks so much.

Still want to know how you can physically do all this AND activerain and sell Real Estate?  Tell us your secret, PLEASE.


Oct 29, 2009 07:39 PM #41
Toronto, ON

Kevin and Monica - It's great to hear that Twitter can generate a rapid response from lenders and others who realize the power of social networking media.


Oct 29, 2009 10:44 PM #42
Laura Cerrano
Feng Shui Manhattan Long Island - Locust Valley, NY
Certified Feng Shui Expert, Speaker & Researcher

Kevin & Monica, Wow, that was amazing to see the tweets and how much help you got so quickly!  That certainly made me see the value in Twitter!  Congratulations and good luck.

Oct 30, 2009 12:53 AM #43
Jason Potrzeba
Webster Bank - Providence, RI
Mortgage Banking Officer

Very exciting story, good stuff!

Oct 30, 2009 01:07 AM #44
Dawn Nuzzi
'Til Dawn Real Estate - Raleigh, NC

Excellent post and lesson for us all! Thanks for sharing

Oct 30, 2009 01:08 AM #45
Terri Adams-Scott
J. Rockcliff, REALTORS - Walnut Creek, CA
Realtor, Walnut Creek CA Real Estate

Very interesting and shows the power of social media tools we have today if used properly and with respect.

Oct 30, 2009 01:50 AM #46
Jim Paulson
Progressive Realty (Boise Idaho) - Boise, ID

Great testimonial of a company being proactive with Social Media! I know I have subscribed to Google Alerts for my company and each of my agents to try to keep abreast of anything that pops up online about them, but have not yet got to the level of tracking the world via "tweets".

Oct 30, 2009 02:29 AM #48
Karen Cooper
Karen Cooper | Sr Retail Loan Originator ! NMLS # 223305 | 360 Mortgage Group LLC Austin Texas - Leander, TX
Helping Homeowners w/Home Loans in 27 US States

Kevin & Monica - Now THAT's a story that helps the benefits of Twitter click in to place for me. Twitter being used as a tool to improve a company's customer service reputation and nip any "firestorms" of negative PR in the bud. Impressive! On a personal note, congratulations for getting your transaction closed in only one extra day. Off to share some experiences on Twitter...

Oct 30, 2009 04:49 AM #49
Kim Brown
Keller Williams Realty - Keene, NH
Keene, NH - New England at its Best!

Fabulous use of Twitter! It's encouraging to see that companies are monitoring and, more importantly, responding to posted concerns.  I'm so glad this worked out for you and your client.  Thanks for sharing and thanks for giving me a great reason to brush up on my tweeting skills!

Oct 30, 2009 05:30 AM #50
Pippa Mac
Chevaux Group Realtor, The Woodlands and Spring - The Woodlands, TX
The Woodlands TX Real Estate


Oct 30, 2009 05:35 AM #51
Sharon Alters
Coldwell Banker Vanguard Realty - 904-673-2308 - Fleming Island, FL
Realtor - Homes for Sale Fleming Island FL

Monica, for those who doubt the power of Twitter or any other social networking tool, this is it!

Oct 30, 2009 05:11 PM #52
Don Sabinske
Don Sabinske, Sabinske & Associates Inc. - Zimmerman, MN
Sabinske & Associates Inc.

That was a close one.  Quick thinking and smarts on your side saved the day...or at least the next day.  Congratulations!

Oct 31, 2009 04:26 AM #53
Rene Fabre
First American Title - Seattle, WA
Marketing in the Digital Age

Awesome... Sorry about the drama, but a great example of the power of social media! 

Oct 31, 2009 10:59 AM #54
Gerry Khatchikian
Red Lodge, MT

Kevin and Monica,

Thank you for sharing this successful story!  This is a very clever use of Twitter to come to the rescue of your clients.  Congrats on the closing and for the amazing online presence you have created.

Nov 03, 2009 02:49 AM #55
Brian Burke
Kenna Real Estate - Englewood, CO
Broker & Advising Expert-Denver Luxury Real Estate

Just saw Clint's reblog - somehow missed this the first time around :) That is great news and show the power twitter can and does have. Awesomeness! ~Rita

Nov 03, 2009 03:13 AM #56
Rich Rogala
Consistent Clients - Chicago, IL
Real Estate Marketing Coach

That's a great story. And THAT is the power of social media! I love it.

Nov 04, 2009 08:04 AM #57
Kryste Adams
RE/MAX Key Properties - Luxury Homes, Golf Course Homes - Bend, OR
Bend, Oregon Real Estate

What an outstanding story of a day going horribly wrong to outstanding.  I bet your buyers and the seller will be telling your story for a long time.  Congrats!

Nov 08, 2009 01:55 AM #58
Ed Bisquera
Ed Bisquera Digital Marketing Consultant SEO (971) 266-0226 - Portland, OR

I think this is a great use of Twitter and Social Media BUT Monica I have a few questions...

Why didn't the Loan Officer contact the client with what they needed instead of having to wait for your Twitter response?

I'm glad it all worked out, but it seems as though there's more missing or more to the story here and possibly the loan officer dropping the ball in the first place??  That's my intitial impression, anyway, and maybe I'm missing something in that case...

Don't get me wrong, it's great Quicken Loans has a rapid response policy in place, when met with a Twitter response, but what if they had not been monitoring? (Which really goes to show everyone that YOU MUST have an online reputation monitoring program in place, to police any mention of your company or your service... Quicken Loans gets a big HIGH FIVE for rapid monitoring and responding to your Tweet!)

Anyway, yes, great powerful use of monitoring the social sphere, in this case the Twitter platform.  Just not initially impressed with original loan officer who should've escalated the situation himself/herself as you did on Twitter, to light a fire under someones' A$$ to help you and your buyer and the seller get this transaction worked on.

But all in all, great example that using a social communication tool such as Twitter CAN help get noticed, because of the online reputation damage that could occur for companies, such as Quicken Loans.

Is it too much to expect from all companies to have this level of social media monitoring in place? Quicken Loans is a large corporation and it makes sense they can afford to have a full time person or staff to monitor all social media and online mentions.

Is it possible for the small shop or individual to do the same?  There are tools to help, but I don't know if the same level of response could be met on the local level...what do you think Monica and y'all??  Should we expect the same level of response from small biz as large corporations?

Happy Holidays to everyone...

Dec 17, 2009 03:28 AM #59
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