The customer is always right...or at least that's what I was told when I started work at an auto parts store in San Bernardino, California as a teenager. Could this still be true today? Since my days of peddling quarts of oil, I'd like to think that I've learned a thing or two about customer service. Actually, I'd like to believe that I haven't forgotten anything about customer service.
Today, I am a partner in a mortgage company. We are a lender working in what some feel is one of the most difficult markets the industry has faced in generations. In this type of environment and as competitive as the mortgage industry is today, you'd think that customer service for the sake of client retention would be at the forefront of everyone's business model. However, this does not seem to be the case.
The number one complaint that I hear from consumers who have worked with another lender prior to working with us at LeaderOne Financial is that their Loan Officer wouldn't call them back. Really? Yes, really. It is true that we cannot help everyone, but at least every client and the parties involved in their transaction deserve to know as soon as possible whether or not they can be helped and in what period of time. However, this is simply not the norm. This is a very disturbing practice and is not unique to the mortgage industry.
Last weekend I had what I have been calling, "the worst customer service weekend ever!" I was mistreated at a major retail chain and had my massage cancelled with no notice...twice!
Monday I watched the news and listened to reporting about the decline of customer service then read more about it on facebook. I watched as literally hundreds of people commented on poor customer service experiences and how they're essentially giving up on the idea. Wow!
I refuse to give up on the idea. LeaderOne Financial's motto is, "We're Committed to World Class Service". I believe we do a good job of this but we consistently train and lecture on the value of customer service. As I read through hundreds of feedback letters from our past customers, it seems the experience means more to them than the product. Our service levels seem to be the most frequently mentioned item in all of the surveys. I suppose that is why the vast majority of our business is repeat and referral. Had we not taken care of our customers and had they not felt that customer service was important to us, I wonder what our numbers would look like.
We are actually holding a "Customer Love Event" next week and inviting people from all industries to take part in training and discussion on the resurgence of customer service.
Customer service is such an integral part of the sales process that it cannot be ignored. It cannot be separated from any part of a business. Customer service in a mortgage company begins with integrity, continues with proficiency and doesn't end at funding.
For more discussion or information about our process at LeaderOne Financial, look us up at http://www.leader1.com/colorado-mortgage. You can also find me on facebook at http://www.facebook.com/leaderonecoloradosprings.
Jeremy P. Stump - Partner
LeaderOne Financial Corp. - Colorado
719-592-9339 x15
LeaderOne Financial is a mortgage lender licensed in Colorado and several other states. For a list of states in which we're licensed, go to http://www.leader1.com
Colorado Lic. #LMB100023515
NMLS#193265
For License Verification: http://www.dora.state.co.us/real-estate
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