Talk about going the extra mile...............it's all about customer satisfaction

By
Real Estate Agent with Century 21

In a previous post I wrote about a lender that was requiring interior paint and carpet as a condition of a loan on an almost 800 credit score client. You'll have to go back and read that post to appreciate this post.

After switching lenders and going with our in house lender, WATSON MORTGAGE, for the most part we were smooth sailing. The buyers were still doing the external repairs on the home to avoid any further moisture damage until last Friday when it came to a screeching halt. Apparently the evening prior someone broke into the home (Lord knows why someone would do this as the house smells so bad you can smell it from the street) and selectively 'took' things. There's much more to that situation I'm sure but I'm not a cop so I left that one alone. However, there was some insinuation that possibly my client might have done this so him and his father backed off from fixing the remaining siding until after closing. WRONG! Our underwriting dept. reviewed the 2nd appraisal and saw some damage that they wanted repaired before closing. Well, you guessed it, that was today and we're closing tomorrow at 11am!

In a panic the broker came to me and asked me if I could get the client to fix it today. I called him and he was agreeable, problem solved or so we thought. Well it was solved but Marla, the mortgage broker took matters in to her own hands. SHE went up to the house and SHE fixed the siding for the client!!! I called him when she was done and told him not to worry about it and he was shocked and grateful.

I said all that to say this, it's a tough a** market out there right now. I am so grateful that I have people like her on my side helping me get these loans to closing. I don't think every broker should be doing home repairs for their clients but I do think that a little extra push in times like this makes it so much better for all!

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Rainmaker
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Dave Shockley
Charlottesville Virginia Real Estate
Independent Contractor

Tina

I have also noticed over the past year more and more situations like yours.  You are right it is alway great to have good people on your side.  That is why I feel it is very important to develop good relationships with a number of vendors.  You never know when you may need someone to walk that extra mile.

November 20, 2007 09:11 AM
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Rainer
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Tina Thimlar

Southeast Georgia Real Estate
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