H#1: “Hi Susan, I just got a new cell phone, it’s great. And I just got a great deal on a car, see it outside. Shiny, huh? And I just bought a house and got the best mortgage ever.” (He says this beaming, almost bragging).
H#2: “Congratulations.” (She says patiently but a bit dryly and slightly annoyed).
H#1: “My realtor referred my lender because they are buddies and golf and drink together, and my lender brings doughnuts to my realtor’s office.”
H#2: “I chose Brian Martucci due to his efficiency, various lending sources, and technology.”
H#1: “Ya know, it did take a long time to even start the pre-approval process.” (He’s just starting to realize that his lender gave him poor service).
H#2: “Brian’s online form took 3 minutes.” (Show a screen shot of my pre-approval page).
H#1: “Hmmm, it took 1 or 2 days to get my calls returned.” (He’s starting to realize more and more that his lender gave him poor service). (My client then calls me, she is kind of rubbing this in his face, phone rings, “Jing-a-ling, jing-a-ling”).
Brian: “This is Brian may I help you?”
H#2: “It’s Susan. Just checking in.”
Brian: “Let me know if you need me. I’m here for you.”
H#2: “Will do. I’m enjoying my new home. Thanks again.”
H#1: “It took 2 days of phone tag and a 30 minute call to start the loan application.”
H#2: “Brian’s online form took 10 minutes on day one.” (Show screen shot of my Apply page).
H#1: “My loan officer was never available.” (He’s realizing even more how poor the service he got really was. Then flash to the other loan officer golfing).
H#2: “I always heard back from Brian same day.” (Then flash to me at work, on the phone, in front of a computer).
H#1: “I never knew the status on my loan.” (Sounding more frustrated)
H#2: “I was sent regular status emails and I could also go online to check the “Loan Tracking” tool.” (Flash to my Loan Tracking page).
H#1: “After settlement I never heard from my loan officer.” (Really frustrated, almost angry)
H#2: “Brian contacted me, said he’d alert me in case rates dropped enough to refinance, told me when my first payment was due, sent an amortization schedule, and asked me to stay in touch with questions. He is great.”