September 24, 2014

To err is human.  We all make mistakes with even the best intentions.  With as many moving parts that is the mortgage process there is certainly open opportunities for mistakes to be made.  Maybe a payoff was calculated lower than what it really is or the estimated escrow amount is higher than initially quoted.  A mistake on any part of the mortgage process does not bode well for obtaining future business from this disgrountled client.  Mistakes or errors look bad regardless of whether they are big or small.  Consumers are already weary of trusting someone working with their money or financing their home.  The key to overcoming these occasional mishaps is by completely owning and taking responsibility for the error.  In any job where you work with people and your trust and integrity are an integral part of your business, ownership of error and asking for forgiveness will actually help reinforce your committment to a positive customer experience.  Many sales professionals are fearful to answer that phone call from the disgruntled client, whereas I embrace the challenge, own it, and make it right.  I bring everyone closer together and fix the issue.  If a client is having difficulty overcoming a mistake I work hard to make sure they understand there was no malintent but rather a hiccup in the process.  My approach to the mortgage process is through education and transparency.  I lay my cards out on the table and make it right.

I encourage each of you when the ball is dropped to own it and make it right by the client.  No smoke and mirrors to make yourself look better.  Accept responsibility because your reputation, integrity, and success in the future depend on it.

Please reload

Featured Posts

As Prices Rise, Pre Approval is Wise

February 3, 2017

Please reload

Recent Posts
Please reload

Follow Us
Please reload

Search By Tags
Please reload

  • Facebook Basic Square
  • Twitter Basic Square
  • Google+ Basic Square


O: 614-602-3646

C: 740-398-4917







State Bank

4080 W Dublin-Granville Rd

Dublin, OH 43017

The State Bank and Trust Co. and its loan officers, are not liable for information, claims or agreements made by/between the public and third-party entities. These third-party entities may include, but are not limited to: builders, developers, or real estate agents. Even though the loan officer co-sponsoring this site makes efforts to update the information contained, much of it is provided by independent vendors and data feeds, and thus, this site may contain errors, outdated information or purchase conditions, promotions, incentives and/or possible omissions. The State Bank and Trust cannot guarantee the accuracy of information provided, and we encourage buyers to complete their own due diligence in making a decision to build or purchase a home. We also suggest that you seek the professional representation/advice of a licensed Realtor®, as well as any other licensed professional that is appropriate to your purchase decision, including, but not limited to: attorney, accountant, or certified financial planner. Visitors to this site are responsible for the use and decisions made regarding the purchase of a home with regards to the information contained herein. The State Bank and Trust Co. is an Equal Housing Lender. 

Disclaimer: No statement on this site is a commitment to make a loan. Loans are subject to borrower qualifications, including income, property evaluation, sufficient equity in the home to meet Loan-to-Value requirements, and final credit approval. Approvals are subject to underwriting guidelines, interest rates, and program guidelines and are subject to change without notice based on applicant's eligibility and market conditions. Refinancing an existing loan may result in total finance charges being higher over the life of a loan. Reduction in payments may reflect a longer loan term. Terms of any loan may be subject to payment of points and fees by the applicant. The State Bank and Trust is an Equal Opportunity Lender. | Privacy Policy