Comments on: Customer Retention https://tothepointwithbozic.com/customer-service/customer-retention?utm_source=rss&utm_medium=rss&utm_campaign=customer-retention Commentary, Opinions, Thoughts and Discussion on Current Events, Politics and The Mortgage Industry Fri, 11 Mar 2016 16:33:16 +0000 hourly 1 http://wordpress.org/?v=3.2.1 By: Wayne Campbell https://tothepointwithbozic.com/customer-service/customer-retention#comment-69 Wayne Campbell Tue, 27 Sep 2011 16:05:52 +0000 http://boristalks.wordpress.com/?p=529#comment-69 You have what you allow! Wayne Campbell, Invis-Prince George You have what you allow!

Wayne Campbell, Invis-Prince George

]]> By: Sudip Adhikari https://tothepointwithbozic.com/customer-service/customer-retention#comment-61 Sudip Adhikari Fri, 02 Sep 2011 13:08:08 +0000 http://boristalks.wordpress.com/?p=529#comment-61 Something to think over. Thanks for sharing. Something to think over. Thanks for sharing.

]]> By: Wayne Campbell, AMP https://tothepointwithbozic.com/customer-service/customer-retention#comment-60 Wayne Campbell, AMP Thu, 01 Sep 2011 23:20:56 +0000 http://boristalks.wordpress.com/?p=529#comment-60 Hi Boris! Love your column, you always seem to hit the "hot buttons" in our industry! I hate doing work and not get paid for it, so I decided many years ago that it wasn't happening again. My practice has been that, when I get an app where they have an existing mortgage, I ask what they think of their existing mortgage lender. The answer to that question tells me what my next step is: If they tell me that they can't stand that lender and would never deal with them again no matter what, then I move forward. But anything less than total allegience is a non-starter for me. If I'm going to waste my time I would rather waste it going for coffee with a realtor, or even watching TV with my family, than working on a deal that doesn't complete. If the deal doesn't qualify, that's one thing, but to lose a deal should never happen. The best defence is a strong offence! Wayne Campbell, Invis -Prince George Hi Boris!

Love your column, you always seem to hit the “hot buttons” in our industry!

I hate doing work and not get paid for it, so I decided many years ago that it wasn’t happening again. My practice has been that, when I get an app where they have an existing mortgage, I ask what they think of their existing mortgage lender. The answer to that question tells me what my next step is: If they tell me that they can’t stand that lender and would never deal with them again no matter what, then I move forward. But anything less than total allegience is a non-starter for me. If I’m going to waste my time I would rather waste it going for coffee with a realtor, or even watching TV with my family, than working on a deal that doesn’t complete. If the deal doesn’t qualify, that’s one thing, but to lose a deal should never happen. The best defence is a strong offence!

Wayne Campbell, Invis -Prince George

]]> By: Jerry Schindel (@Jerrysonline) https://tothepointwithbozic.com/customer-service/customer-retention#comment-59 Jerry Schindel (@Jerrysonline) Thu, 01 Sep 2011 17:28:19 +0000 http://boristalks.wordpress.com/?p=529#comment-59 Hi Boris, I enjoy reading your blog, your candid speaking is appreciated. Question for you. As a Mortgage agent that seems to run into some of these lenders "who require" they speak to the client before issuing a payout statement. I understand they want to retain the client that's their business. Especially for the mono line lenders. This is frustrating as a mortgage agent that has to move the mortgage in order to get paid. When I have given the client the right advice obtained a better rate and then to have the lender phone the client find out what rate they got and term. They beat it and offer to waive a portion of the penalty to stay. It doesn't happen that often but I have had probably at least a half dozen this year I have lost because of "retention depts". All my work done at the finish line and out my commission. Cutting out the middle man doesn't seem like the correct answer. Hi Boris, I enjoy reading your blog, your candid speaking is appreciated. Question for you. As a Mortgage agent that seems to run into some of these lenders “who require” they speak to the client before issuing a payout statement. I understand they want to retain the client that’s their business. Especially for the mono line lenders. This is frustrating as a mortgage agent that has to move the mortgage in order to get paid. When I have given the client the right advice obtained a better rate and then to have the lender phone the client find out what rate they got and term. They beat it and offer to waive a portion of the penalty to stay. It doesn’t happen that often but I have had probably at least a half dozen this year I have lost because of “retention depts”. All my work done at the finish line and out my commission.

Cutting out the middle man doesn’t seem like the correct answer.

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