Customer Service. We all hear about it. We’re taught about it. We’re told we need to do it well. Heck, we expect it ourselves from others. Most likely if we’re honest, it’s not always the easiest thing to do. We all have bad days. Not to mention customers that don’t always lend kindly to us wanting to treat them well.
The mortgage business adds a very unique set of circumstances to customer service. Most likely your clients are making the biggest, most expensive purchase of their lifetime. The money is big. The terms are big. But more than that, it’s a home. Memories are going to be made here. Families are going to be raised here. And the majority of their life is most likely going to play out here. Doesn’t THAT kind of decision deserve some customer service?
Recently I refinanced our home with a different lender than I originally made the purchase with. In all honesty, I expected the refinance to go like a breeze. Looking back now, it really did. However the customer service aspect was completely different than when I purchased the home. Which makes a drastic difference when I’m referring others to a lender.
Obviously comparing a purchase to a refinance transaction are a little different. When comparing the service you receive though, there’s really none. I really found three different things that affected my experience with different lenders.