August was certainly a banner month for Transparent Mortgage and another reminder of how important it is to focus on quality not quantity. No doubt about it, residential real estate in Southern California is making a big comeback and it is easy to focus on short sighted goals, such as “making hay while the sun shines”.
However, this mentality can lead to poor service and fallout (where the loan actually doesnt close). A mortgage company, or individual loan officer can easily take on too much business and then get overextended and lose both focus and control, from which the client suffers.
After working in this culture from 2005 until 2008 with Countrywide and then BofA I realized that there was a better way to do business. It comes down to integrity, every loan application I take is a commitment to give my 100% best to the client and that is not possible if I am trying to juggle 20 loans at a time. By focusing on quality, not quantity, consistency, not breaking records, I can maintain the level of service, and execution that got me the business in the 1st place.
And how to measure this? Plain and simple, customer satisfaction. Every client that closes a loan with me is asked (politely urged actually) to leave a real customer review on Yelp or trustlink.org. Not a testimonial, but an honest assessment of the service provided.
I am proud to announce that, year to date 2012, myself and Transparent Mortgage has 100% satisfaction so far based on the fact that all reviews were given 5 stars.
I realize this is impossible to maintain, but as long as it stands, I will be proud of the fact.