I was thinking today about our topsy-turvy world recently regarding mortgage rates. Today took the cake! I counted three separate times that I received emails from lenders announcing rate changes for the worse. I'm glad I was out of the office until mid-afternoon today. I don't know about you but I can't keep up with it all. And I've decided I'm really not a rate guy. Yes, I know I need to be competitive but I'm going to draw the line at a certain point.
In other words, I'll play the game a little bit. Personally, I'd prefer to provide value and service over a lifetime. I'm not looking for the one-hit-wonder client. I'm looking for the customer who appreciates my extra effort and knowledge in putting them in the correct loan for their particular situation. I was listening to a CD by Brian Buffini today (www.buffiniandcompany.com) and he asked the rhetorical question about Nordstrom vs. KMart. I don't know about you but I'd rather be Nordstrom who goes the extra mile to satisfy their customer. It's all about memorable experiences. In the end, very few of our customers remember what rate they actually got on their loan. What they do remember is how smooth the loan process was and how well they were treated.
I believe we should all build our businesses on top notch customer care. It's great that our clients want the absolute rock-bottom rates and fees. If you're a consumer this is obviously in your best interest. Just be careful what you wish for. Realize also that we should be paid for our time and expertise. I don't know about you but I refuse to budge on this! Have a great day!
Paul
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