W.O.W. Service

WOW (WORDS OF WISDOMS)

  1. “Write that down” – Van Wilder
  2. Assume Mark won’t do his job – be proactive
  3. Two calls are better than none – make the call even if someone else is supposed to
  4. Call the Realtor after every Borrower conversation – it’s good service AND chance for referrals
  5. Quick with no answer is better than right and late
  6. Always confirm receipt of docs asap
  7. Call quickly when there’s bad news, don’t hide
  8. Call when you think of someone – because they are about to call you.
  9. Email reinforces a message – it doesn’t deliver it. Phone calls deliver messages.
  10. Make them give you a deadline of when they expect to send docs – then you FU to hold them accountable
  11. Send FU E after conversations for CYA
  12. No news is NOT good news.
  13. A Quick Today makes a Smooth Tomorrow / “Your urgency is our urgency”
  14. Perception is reality – doesn’t matter how good we think we are, it matters what the customer thinks
  15. Done is better than perfect

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