I really dislike this happening across our lending world. Operations and sales have seemingly diametrictly opposing goals. Ops is about quality and not having to buy a loan back, and sales is about... well the sale. I know that in our organization we are working under new leadership to make this "perception" in our business go away and work as a team. I feel that we do this very well now in my group, but this concept of "setting expectations" continues to permeate within many organizations.
So, i thought of a quote. Ok, i don't want to sound like i have it all figured out because i don't, but I feel this to be a clear discription summarizing the topic and it's flaw.
"Trying to set expectations for a borrower or Realtor is counterproductive when they have a highly emotional need... like say, a new home and a paycheck."
The moral of the story: Don't set expectations, just make it happen!
Rick Elmendorf
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