After each closing our team of four get together to discuss the closing. One of the things we do is to rate each participant in the closing - buyer, seller, lender, title insurance company or attorney, inspectors, insurance agent, etc. We often have some interesting discussions on which letter grade to give them, because we don't all agree, but do come to a joint decision. That rating goes into our contact management system, ACT, so that any of can see at a glance who to recommend, what to expect, what to tell our client to expect. We also talk about anything about the transaction that was less than WOW and what we can do to improve it. What lessons can we learn from this transaction, how can we improve our services. Then we also talk about the things that were WOW, so that we can repeat them, and even improve them.
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