Customer service breeds customer retention and make no mistake we are in a service industry. While our product is a commodity, it is how we deliver the product (our service) that sets us apart from the competition.

Striving to achieve outstanding service should be a daily ritual in order to consistently exceed the customer's expectations. Happy customers tell their friends because they want them to have the same experience. Every loan is another opportunity to generate Raving Fans which will generate referrals.

Reading "Raving Fans" is always a great way to kick start you service mentality even if you have already read it 20 times.

There has been enough written on customer service to fill a municipal library but these 4 C's of mortgage lending customer service are the basics from which to start...

Competence
Caring
Communication
Closing