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

Reblogger Clint Miller
Services for Real Estate Pros with Real Estate Pipeline, Inc.




Original content by Monica Bourgeau

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 the responded when there was an issue.



Service, Results, Peace of Mind

Kevin and Monica Ray are Missoula Real Estate sales and marketing professionals for Access Realty in beautiful Western Montana

We provide services for Buyers and Sellers in Missoula, Mineral,
Ravalli, Sanders, and Lake Counties. Contact us at:
 406-822-SOLD (7653) or 406-207-1185
You can also Connect with Us On these sites:

    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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Show All Comments
Guy Thomas
WR Starkey Mortgage - Colorado Springs, CO

I am glad it worked out for everybody.  Those last minute hic ups can sure get to you.

Oct 29, 2009 09:22 AM #1
Monique Ting
INET Realty Honolulu, HI - Honolulu, HI
Your agent under the sun

Another great proof that not all real estate agents are the same! You have really embraced the future & made it work for you & your clients.

Congratulations for being on top of it all!

Oct 29, 2009 09:23 AM #2
Jennifer Drumright
Keller Williams Realty West Ventura County - Ventura, CA

Jennifer DrumrightInteresting! Glad it all worked out for you! I haven’t used Twitter much and don’t really know how it works, guess I have to find the time to play with it a little more.

Oct 29, 2009 09:25 AM #3
Clint Miller
Real Estate Pipeline, Inc. - Missoula, MT

Guy and Monique-- I used Monica when I bought my house. She is THE BEST in Missoula!! I was thrilled she pulled this off.

Oct 29, 2009 09:25 AM #4
Clint Miller
Real Estate Pipeline, Inc. - Missoula, MT

Jennifer -- follow me @theRealClint and I will be happy to help you with it.

Oct 29, 2009 09:26 AM #5
Justin Dibbs
Pearson Smith Realty - Ashburn, VA
REALTOR® - Ashburn Virginia Homes for Sale

Cool article, thanks for sharing.

Oct 29, 2009 09:46 AM #6
C Tann-Starr
Tann Starr & Associates, Inc. - Palm Bay, FL

Very cool. I missed this. Thanks for the re-blog sweetie pie. :-)

Oct 29, 2009 12:59 PM #7
Jeff Dowler, CRS
eXp Realty of California, Inc. - Carlsbad, CA
The Southern California Relocation Dude


Oooh, that is so cool. See it does work. And some folks doubt the efficacy of Twitter.


Oct 29, 2009 01:00 PM #8
Vicki Moore

Great job!  Nothing like a little panic to make you feel alive!  I would have been freaking out!!

Oct 29, 2009 03:26 PM #9
Bill Risser
Fidelity National Title - Saint Petersburg, FL
Fidelity National Title - Tampa District

Why ever call customer service anymore for any issue with any company!  Tweet about it and see if their monitoring themselves first!  Great demonstration of the power of Twitter!

Oct 30, 2009 02:04 AM #10
Clint Miller
Real Estate Pipeline, Inc. - Missoula, MT

Jeff -- pretty awesome isnt it!

Bill -- Exactly

Oct 30, 2009 02:05 AM #11
Terry & Bonnie Westbrook
Westbrook Realty Broker-Owner - Grand Rapids, MI
Westbrook Realty - Grand Rapids Forest Hills MI Re

So many times it is who you talk to I bet if the person delaying the closing had their belongings in a truck waiting for a closing they would have found a way to make it happen. Good to have people that can help and are wiliing to get the job done.

Oct 30, 2009 03:41 AM #12
Barb Szabo, CRS
RE/MAX Trinity Brecksville Ohio - Cleveland, OH
E-pro Realtor, Cleveland Ohio Homes

I love hearing stories like this one instead of all the bad stuff. Very uplifting!

Oct 30, 2009 08:20 AM #13
Clint Miller
Real Estate Pipeline, Inc. - Missoula, MT

Barb -- Thats why I reblogged it. :-)

Oct 30, 2009 08:24 AM #14
Brian Burke
Kenna Real Estate - Lone Tree, CO
Broker & Advising Expert-Denver Luxury Real Estate

Clint - how are you??? I had missed this too. This is awesome news and shows the power twitter can and does have. I'll go leave Monica a comment too. :) ~Rita

Nov 03, 2009 03:11 AM #15
Clint Miller
Real Estate Pipeline, Inc. - Missoula, MT

Rita -- Yes, please give Monica a shoutout

Nov 03, 2009 03:28 AM #16
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