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I find that it's important
at the beginning of the process, to be up front with the clients and lay out for them
things that they may encounter in the process
that could affect their rate. that could effect their fees, that could delay the process
so that they know
where the land mines are. I find that with a lot of our competitors
the rates may not always be lower, the fees may not be lower; or they might be, but
sometimes there is a troublesome file they
won't let the borrowers know up front with the problems are, so that they can
bring them in as client. So we want to let them know up front where
those problems may lie. The experience I try to provide to my customers is one that
takes into account their busy lives as professionals and their mortgage needs.
Years ago I moved most of my clients into
email correspondence; while I do talk with them on the phone while we have critical issues that would take
longer than exchanging emails would be
I try to do most of the work electronically because it allows people to
talk about things that are personal they wouldn't want to discuss around their coworkers
where they are possibly huddled together in cubes.