EMPATHY

Empathy: the capacity for experiencing as one's own the feelings of another.

Perhaps the greatest success tool in business and in life is empathy. The ability to understand how others feel and appreciate the fact that only your world revolves around you, is a skill every Loan Officer needs.

It is important to understand that the Realtor just wants to be paid and have his customers leave happy. It is important to understand that your underwriters have a job to do and it doesn't always mean approving everything that hits their desk. It is important to understand that your processor probably has other files to work on besides the one you feel is so critical. It is important to understand that your refinancing customer may just want convenience or the lowest payment or the most cash out to pay off their debts and sleep better at night.

Empathy, however, is most valuable to us in dealing with purchasing borrowers because they are the ones you typically need the most empathy.