Sorry this is late – fortunately we have been very busy helping a record number of relocating utah.medicalprofessionalhomeloans.com physicians and dentists throughout June. We’ve finally received and tabulated our Customer Satisfaction Questionnaires from May and it looks like another good month.
Before we get into our grade for the month, allow me to explain the premise behind our monthly report card. It really all boils down to three simple ideas:
- If our roles were reversed and I was the client, I would want to know this information. No B.S., no gimmicks and no marketing, I would want to know what real life physicians and clients feel about their experience with doing business with our group. I’m confident if we treat you with the same respect and honestly that we would want receive if we were in your position, then the clients we want to attract will choose to do business with us.
- We are not perfect. We work incredibly hard to ensure that every client not only closes on time, but also ENJOYS their experience with our group. Our goal is to treat you with integrity, courtesy and do everything in our power to exceed your expectations and anticipate your needs before you do. This is not easy – there are so many variables and so many different types of people, that getting it right all the time is nearly impossible. But that is the standard we are hold ourselves to. Perfection is the goal, excellence is tolerated.
- You are our best teacher. If we want to know how to improve, all we need to do is listen and to really understand our biggest critics.
So monthly, we pull back the curtains and publish every Customer Satisfaction Questionnaire that we get back after closing. Each client is presented with this form at closing and not under any pressure. They can vent and tell us how terrible the experience was (sometimes they do) or they can rave about how we bent over backwards to hit a seemingly impossible date or even made it an enjoyable mortgage experience (we live for these comments).
Please click here to see the Customer Satisfaction Questionnaires
For the month, we scored:
82.86% Excellent
9.71% Good
6.29% Fair
0% Poor
Not a bad month. I give us an A-. But we can and we will do better.
Any time we receive a fair rating or if there is a client comment on how we could have done better, we call them. We follow up and ask them for specifics. We ask, “What could we have done to make it excellent?”
Here’s what we found out this month:
- Some clients were confused about what we were asking for. We were using mortgage lingo that was not understood. When there is a timeline for closing ticking, it gets stressful and clients grow frustrated. We hear you. We need to improve.
- Some clients felt as if they had sent the same documentation more than once. Oh, this is my pet peeve!
So, we made two changes to our systems this month to help improve upon the customer experience:
- We enacted a new protocol we will use before sending an email to clients requesting documents. We also literally taped a note to the top and bottom of everyone’s computer monitors to remind them of this. The reminder says: “1. Write Email. 2. Read Email as if you Were the Client. 3. Send Email. 4. Call Client to Explain Email.”
Our goal is that by using crystal clear communication (email and phone) we will alleviate the confusion and frustration clients can feel when they don’t understand what documentation the underwriter is asking for.
- All of our clients’ documents are stored in one secure file within our company firewalls, but have been given inconsistent file names. The point is when you have 50 documents that are all named weird and unfamiliar names, it’s really hard to find a specific document and this leads to people on our team asking for the same thing twice.
We now we have one person on our team whose job it is to open every document and clearly name what it is: Taxes 2013, Taxes 2012, W-2 2013 and 2012, etc. This should make our process much more streamlined and eliminate asking for the same client document twice.
Hey, if anyone actually reads this, thanks. This ramble affords me the time to really think through our systems and find the holes. Hopefully, month by month, we will improve our systems enough that nothing falls through the cracks.
Perfection is the goal, excellence is tolerated!
