October- November Report Cards

Tuesday January 20, 2015 by The Mettle Group

Our October/November report card is finally out!

For those of you who are reading the report card for the first time, allow me to give you some history. I write the report card, directly from the client questionnaire that our clients fill out at the closing of their loan. This is raw, unfiltered feedback from our clients. Most of the time they tell us they loved us, sometimes they tell us we suck. Oddly, we learn more from the latter, and that is the reason we publish these reports and the actual client questionnaire forms. We do this for two reasons.

  • Only by staring our failures in the eyes, sitting with those failures and learning from them, can we become the lending group we’re committed to become.
  • If I were you, I’d want to know the real deal. Most people can sound good on the phone, but what do your clients say about you when it’s all said and done? I think you deserve to know, as I would want to know before trusting someone with my personal information, as well as my families hopes and dreams for a new home.

Truthfully, it has been a few months since I have written the report card blog post for a couple reasons:

  • We have had massive growth, we have grown from serving 6 states to approximately 30 states in a little over a year (see map below).
  • Our origination and operations staff has tripled in size over the last 12 months.
  • With growth comes training, challenges and learning.

This expansion has had me working insane hours and working hard to train our staff for the upcoming physician relocation season. Honestly, we’ve also had some operational turnover, hired some new team members and while we were going through those changes it was too painful to write the blog post. I’m glad to report that we have the right team members trained and in the right spot. We are back to delivering excellent service to our clients.

checklist-For November and December we scored an A-. Our clients graded us as follows:

Excellent or Good 93.11% of the time
Fair 4.83% of the time
Poor 2.07% of the time

Click here to see our Customer Satisfaction Surveys.

When we have a client score us as poor or fair, we look at it as a learning opportunity. Sometimes the reason for the poor score was the result of an outcome that was out of our hands. For example if someone things their home is worth $1m and two appraisers tell us it’s worth $800k, and the client has to take a different type of loan because of it. That’s an outcome issue that is beyond our control. What we can control is how we communicate that bad news, how we layout the possible solutions and how we empathize with the situation. In other words, even if the end result is out of our hands, did we soften the blow and create alternative solutions?

I believe those soft skills are the difference between a good mortgage group and a great group. We continue to strive for improvement, our goal is 96% excellent or good, with no poor marks. I think we will hit those numbers in the upcoming months and we hope to have the opportunity to serve you in your next home purchase or refinance.


Josh Mettle

This entry was posted in Business, Mortgage, Values.
Copyright©2017 Fairway Independent Mortgage Corporation. NMLS#2289. 4801 S. Biltmore Lane, Madison, WI 53718, 1-877-699-0353. All rights reserved. This is not an offer to enter into an agreement. Not all customers will qualify. Information, rates, and programs are subject to change without prior notice. All products are subject to credit and property approval. Not all products are available in all states or for all dollar amounts. Other restrictions and limitations may apply. Fairway is not affiliated with any government agencies. Fairway is required to disclose the following license information. Alaska Mortgage Lender License No. AK2289; Arizona Mortgage Banker License No. 0904162; CA: Licensed by the Department of Business Oversight under the Consumer Finance Lenders Law; Loans made or arranged pursuant to a California Finance Lenders Law License #262571; Illinois Residential Mortgage Licensee No. MB. 0005475; Kansas Licensed Mortgage Company. KS License #MC.0001375; MA Mortgage Broker and Lender License #MC2289"; Minnesota: MN-MO- MN-MO-20183136. This is not an offer to enter into an agreement. Any such offer may only be made in accordance with the requirements of Minn. Stat. Section 47.206 (3) and (4); Mississippi Licensed Mortgage Company; Licensed by the New Hampshire Banking Department Licensed by the NJ Department of Banking and Insurance; Licensed Mortgage Banker-NYS Department of Financial Services; OH MBA License #2289; Oregon Mortgage Lender License ML-3791; Rhode Island Licensed Broker & Lender; VA: NMLS ID # 2289; Washington Consumer Loan Company License No. CL-2289.
As seen on