I'd like to think every customer experience with my team and I is an excellent on. I feel it is important to stick to the basics such as keeping a client informed while preventing them from feeling anxious or overwhelmed. Taking swift action to resolve any unforeseen issues. Provide a client with flexibility and be accomodating to their unique situation, all the while educating our clients on the various aspects of homeownership in order to help them make informed decisions. Providing the care and attention in saying what you do, and then doing what you say. :)
Remembering a critical situation where excellent customer service saved a mortgage deal, I recall our associate Mark stepping up. A client was apprehensive about his impending interest rate change and was considering backing out of the deal. Mark took the time to clearly and simply explain the adjustable-rate mortgage concept, even sketching it out to give a visual representation. This patient demonstration helped the client understand better, easing his anxiety. Grateful, the client proceeded with the deal, praising Mark's service. Such instances reinforce how our people-first approach encourages successful closures.