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So it's important to set a borrower's expectations on how the mortgage process
will go. There are times during the mortgage process when there will be
downtime and so what I like to do is at the beginning of the process I like to
explain to someone how things will go from start to finish, and where there
may be lags where there won't be communications from us to the borrower so
that they'll know that even when they're not hearing from us, things are
still happening to move the process forward.