Document the Conversation!

Written by Posted On Monday, 29 January 2024 00:00

I wanted to share a situation that took place this week with one of my clients, and I thought it might provide a good reminder to all of us that just because we said it, doesn’t mean people heard it! Often people will hear what they want to hear, not necessarily what you did say. This holds true when people want the answer they want and not what you said. Case in point, a client is a veteran and has used a VA loan before but is not using a VA loan this time because they don’t have enough eligibility to keep their current house with a VA loan already in place, and rent it, and buy the next primary residence.

This client was fixated on a VA loan and couldn’t get past it. The LO explained over the phone that they couldn’t use the VA loan but had other options that would work within the budget, but it wouldn’t be 100% financing and money would have to be brought to closing. The call was completed, and the client appeared to understand the situation (and had plenty of assets to make the deal happen) but the LO didn’t follow up the call with an email that documented that call and clearly explaining each point they had shared during that call.

Well, the client went to the internet and got bits and pieces of information that they tied together so they were convinced the LO had lied to them and was trying to scam them out of using a VA loan to buy this house. They then wrote a three-page letter to the referring real estate agent, denouncing the LO and their company! The agent then called the LO and the LO explained the entire story, which the agent was able to understand, but the damage was done. If the LO would have just put the reasons they discussed in an email and sent it to the client, the client would have had the actual reasons to search, instead of what they believed to be the case. It also would have been possible to copy the agent on that email and the agent would have understood the situation BEFORE the client blew it all up.

Situations happen. Communication is very important. Please be sure you always follow up with a call with an email, and an email with a call! It won’t solve every issue, but it will prevent a few! 

Today we have initial and continuing jobless claims, GDP, & New Home Sales. Friday, we have PCE and Pending Home Sales.

Any questions or comments: This email address is being protected from spambots. You need JavaScript enabled to view it.

Rate this item
(0 votes)
Michael White

After 18 years working in all phases of mortgage originations, Mike left day to day originations to start his consulting and coaching company. Now, more than 18+ years later, Mike is working with clients across the country in all markets, big and small, that have generated more than three billion dollars in loan originations within a year.

Mike teaches a system that is focused on time management, action planning, marketing a message, and creating value for both clients and referral sources alike. Quite simply, providing more value leads to more opportunities, more income, less time, and a systematic approach that begs to be duplicated.


By breaking down individual aspects of the mortgage business and providing a step by step approach to creating a consistent flow of opportunities that can lead to a highly successful mortgage practice. That is why people who incorporate these strategies out produce the national averages by almost 3 to 1!

Fundamentals and simple strategies provide day to day activities that help provide a “scheduled success” philosophy. It’s all about identifying, targeting, and establishing profitable referral relationships using exceptional value to keep you in the center of your own referral triangle.

Realty Times

From buying and selling advice for consumers to money-making tips for Agents, our content, updated daily, has made Realty Times® a must-read, and see, for anyone involved in Real Estate.