As I continue with my six part series on "Having a Star Spangled Heart to Serve Those Who Serve", today we talk about the "A" in the acronyn H.E.A.R.T:
A – is for “Above and Beyond”. We want to be known as the Team that goes the extra mile – whether it means staying late to meet with a client who has been in the field, or speaking to a client late at night Central time, because that’s when its early morning in Iraq!
There are times when our clients are staying in temporary quarters or a hotel room, and it is necessary that we keep in contact through cell phone and e-mail. We seek to let our clients know every step of the way what’s going on and how long we anticipate the process taking. In the event the client needs a temporary computer, we have a laptop available in the conference room which they can use to check financial documents online, print documents, etc.
We have a “client care list” with over 70 action items, or touches, which occur during the loan process. We seek to be “proactive” rather than “reactive” in an attempt to take away some of the stress of the mortgage process.
Going the extra mile - or "above and beyond" - has become the "new normal" for our team.
And to all of you who HAVE served or ARE serving - Thank you from the bottom of our H.E.A.R.T.
We appreciate your service!