Bucket #4
This post will be succint.
You know you are working with clients right now that you should have said ‘no’ to.
But you didn’t, and now it’s become exactly the mess you knew it would.
Listen to your gut when it says ‘no’.
And then speak the words; ‘yes and…’
‘No’ a.k.a. ‘Yes and…’
You see them coming a mile away, you’re working with some right now, you knew how it would go. This file, these clients, were a ‘hard no’ for your gut, and you ignored your gut.
It get it, you’re CDN.
Part of being CDN is being polite, saying yes as often as possible. Also you’ve likely been told (wrongly) and perhaps even believe (wrongly) that ‘the customer is always right‘.
This is a load of nonsense.
How can the client be right?
They know just shy of zero about the mortgage process.
No they are not right when they;
Withhold information
Withhold documents
Redact documents
Argue with you
Yell at you
etc.
There are certain things we tolerate, and then there are the things we know we should not.
An expectant mother, an individual going through a separation, a recently widowed client, someone with a failing business, these are all examples of people under pressure from whom we will tolerate the odd emotional outburst late in the process, after all it is a long and stressful process these days, (assuming an apology of some kind shows up quick). often these are people deserving of our empathy and our consideration, even in the face of their reactive natures.
What we’re talking about here are the individuals with zero respect for the process, your profession, your regulator, your lender partners, your Realtor partners, the constraints an appraiser operates under, the lawyers staff, or the law in general.
Often these applicants make their disdain for all involved clear on the opening call.
Recognize that there’s little upside in drawing someone like this into your business/life.
Don’t pursue them, don’t add them to your follow up campaigns, refer them off to someone better suited to work with them.
Let them go and be someone else’s bad day.
Learn to say no, ideally by never saying the actual word no.
Click HERE for a deeper video on the topic.
Regards
DW