without its faults, as any of us can give testimony to if
you have been in the mortgage business for more than
the last few years, but still, and all in all – pretty darn
good. So, let’s take it back to some basics folks. Sure,
we can buy leads. Sure, we can have aggressive pricing
or an arsenal of products to offer our customers, but
can we make the impact that the bank did with Mitch
Kider’s father? Things to consider:
Don’t take shortcuts. One of the reasons a company like USAA rarely experiences a customer issue is
their absolutely singular focus on the customer. Every
decision, regardless of the department, starts with the
question, “How does this impact our customer”? Consistency, expertise, and an unwavering commitment to
exceptional customer delivery has been the bread and
butter of that organization since its start.
Don’t wait to challenge a process. No one ever got
better by just accepting the fact that it has always been
done that way. If your organization hasn’t had a keen
focus on customer care, how can you start that process
in your own department? Are you delivering those exceptional customer results to your own internal team?
Can that be your launching pad to growing the idea
Do be a yes man Yes to new ideas! Yes to hiring
exceptional and tenured talent! And most certainly, a
yes to being an advocate of doing business in a compliant but fundamentally fun way. Ever read Raving Fans
by Ken Blanchard and Sheldon Bowles? If not, I highly
recommend that you do. Make a customer care revolution happen!
Do know that not every idea will be a good one.
You will fail, probably more than once, but so did Milton
S. Hershey (he was bankrupt twice before he was 30),
and look where he ended up!
Listen, the mortgage business can be a hard one
and certainly a highly competitive one, but each of us
has the responsibility to make it something that is still
truly remarkable. Make your marks! Make an impact!
Make a difference.
Dana Wasson is the Director Professional Services and
Consulting, ISGN Solutions. She can be reached at
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