Why The Quality Of The Client And Referral Partner Experience Is Job #1 For Mortgage Professionals

Written by Posted On Monday, 17 August 2020 05:00

Our industry has always leaned harder on quantity than quality. It has only been recently inside the confines of social media that some originators have taken the “Five Star Review” as serious and their units and dollar volume. With the huge amount of demand for loans, some have forgotten about the quality of the client experience and have been happy to just close the loan. In fact, some have actually told clients and referral partners that they should be happy to have been able to close at all! Scary but true! 

What I have always tried to share with my clients and those I am able to speak to is that the quality of the client and referral partner experience is “JOB #1”. Many have heard me say “the rate isn’t great if the closing is late” dozens of times. It has never been truer but also it has never been a bigger advantage! Clients and referral partners are actually seeking out those mortgage professionals who provide an exceptional experience and a flawless process. The quality of the experience is leading to the quantity of opportunities originators have always desired!

The bigger point now is that the quality of the originators work has never been more valuable. Mastering the process includes:

• Setting and understanding expectations
• Fully documenting the pre-approval before sending it out so the contract is the final component of your loan submission into processing.
• Not submitting a file to your team that isn’t fully complete and documented.
• Managers that instruct processors NOT to submit files into underwriting that aren’t complete.
• Originators knowing that an incomplete file will be suspended or rejected before it ever consumes valuable time.• Conditions kept to a minimum.
• Resubmissions that are complete and NEVER the cause of additional conditions. 

Think about it, what is it you get paid for? Would you rather your processor chase conditions or submit the next file? Do you want your underwriters clearing conditions on the same file over and over; or approving your loans?

At this point in time, anyone originating loans should really know what is needed on every type of file. If they don’t, they will learn pretty quickly as soon as their files are suspended upon submission to the processing team. There is no lack of opportunity, just a lack of capacity! So why not maximize the number of loans you close and the opportunities you generate by focusing on the Quality? 

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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. 



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