Monday July 28, 2014 by The Mettle Group
Bill Gates- “We will always learn more from our biggest critic than we will from our biggest fan.”
Don’t you just love that quote? I think I made it through about 15 pages of Business @ The Speed of Thought before filing it in my library (maybe one of my kids will read it one day). Honestly it was way over my head. However, 10 years after reading those 15 pages, that one lesson I took from the book is to this day one of the biggest in my professional life.
1. I believe the best way to improve is to accept responsibility for your failures and to question why we failed. Accepting responsibility behind my desk and accepting responsibility online for our nearly 100,000 viewers per month, is a whole different thing. This can be painful.
2. If our roles were reversed, I’d want to know what I know. I’d want to know what kind of integrity this operation has.
So here we go…
Our group helped 50 families finance their new homes in June, it was the largest number of families we’ve been able to help in any month this year.
So that is definitely a win!
Each of those clients were asked to complete a Customer Satisfaction Questionnaire while at the closing table signing the documents for their new home. We’ve included copies of those actual questionnaire’s here for you to review.
For the month we scored 98.95% excellent or good and 1.05% fair.
I applaud each member of our team for these kind of numbers, they are truly remarkable and for the month I give us an A-.
Why an A- you say??? Well the truth is, there were some clients who did not complete the questionnaires. At least one of those clients would not have given us above average marks.
Specifically, one client shared with me confusion about the loan process, whom to send documents to and what to do with the disclosures that were emailed several times throughout the loan process. They held their tongue on the questionnaire, but I knew we had room to improve. What’s interesting is that as our team grows and are able to help more and more people, the same systems that worked well previously, no longer work. We have to have our eye on the ball at all times and be able to sense when we are slipping.
This month, I sensed it and we made a few changes. One of the changes was to bring on a new member to the team. We asked Heather Jemmett (bio and pic below) to come aboard as a Personal Mortgage Coordinator. Her role is to be the client’s single point of contact from submission to processing, through underwriting and all the way to the funding of the loan. We believe this will enable us to communicate better, take more time to explain the nuances of each individual loan as it passes through underwriting and help us better coordinate and align client expectations with what can be a complicated mortgage process. Welcome Heather, we appreciate you and expect a lot out of you! 🙂
As usual, thanks for keeping me honest and on top of our game!
Heather started her career in the mortgage industry in 2004. Since then, she has had experience in all areas of the industry including: originating, credit analysis, processing, pre-underwriting, closing, and selling loans.
Heather understands the importance of teamwork and detailed communication in order to achieve the end goal of a smooth transaction. She knows that not all loans are the same and is willing to go the extra mile for our clients. She creates relationships based upon trust, so that borrowers understand she will do her very best throughout the entire loan process. She is very driven, enthusiastic, and loves working with clients to reach the finish line smoothly and successfully.
In her spare time, she loves being a mom to her two little kids, spending weekends at her cabin, and is a very avid sports fan.
“Individual commitment to a group effort – that is what makes a team work, a company work, a society work, a civilization work” – Vince Lombardi