What do we do with “Not so Good” Reviews

For many years we have communicated with clients after a mortgage transaction is completed. Like anyone else we love getting good accolades, but every once and a while, we get one that isn’t so good.

Anything like this comes to me so that I can take care of it personally, no matter if I’m the loan officer or anyone else that works for me. This now becomes my responsibility.

I can tell you that we have learned much more from what we have done wrong compared to what we have done right.

Very often someone just wants to hear from me and be heard. In all these situations, from me there is no BS, no double talk, no excuses, just straight talk and when an apology is necessary, that is what the client gets. I always let them know, that I appreciate their contribution so that we can do a better job going forward.

If it was my client, I have firsthand knowledge and can address most anything, if it was an issue that involves one of my employees, I use these situations as teaching opportunities. If it is something that can be shared with everyone in the company, again I use the situation as a teaching opportunity for everyone to learn.  

The results of many of these conversations have turned unhappy clients into clients that refer us on a regular basis.