Track it! TRACK TRACK!

I can't remember what I ate for breakfast most days, but I can remember every conversation I've had on any file I'm negotiating.  I also TRACK and record in my software what has gone down on a file.  I have drilled this into the heads of everyone that works for me.

 

Today, I got a call from one of the lenders we've been dealing with.  THEY are ROTTEN with communication.  I get a call from a negotiator, introducing herself, and telling me she left me a message last week and *I* didn't respond.  I immediately state, "No we did speak, and you told me you were going to review the file because customer service was looking for updated bank statements and a 4506-T form date change, and you told me that you didn't care what customer service was requesting, but that you would go through the file and see what was needed.  I also have your irect fax line, and email that you gave me last week.  You also told me that I could email you, but you wouldn't email me back" She was FLOORED.  She had stumbled her words after that and then admitted, "You clearly took better notes than me, because I have no notes in the system" - WHICH IS EXACTLY why I TAKE good notes.  It's also been par for the course with this lender.  Every time I call in there are no notes. 

 

The moral of the story is no matter how good my notes are the file is still sitting on a desk collecting dust, even though I've escalated, written to the president of this lender, etc.  I will have an excellent timeline in case my seller ever sues this lender though ;)

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Replies to This Discussion

Permalink Reply by Wendy Rulnick on January 19, 2012 at 8:25am

Smitty - I completely agree! This is a great philosophy and there is a reason for doing it. Good illustration of why it's important!

Permalink Reply by Corinn on January 19, 2012 at 10:40am

ha ha.  I've had that happen before too, Smitty.  Good notes can make a big difference.  Great post!

Permalink Reply by Bryant Tutas on January 22, 2012 at 2:08am

xx

Permalink Reply by Tara Samney on January 22, 2012 at 3:13am
Absolutely! I also grab their number from the caller id as it is often a direct number that gets answered. This is invaluable when I get caught in the automatic message loop and cannot reach a person.
Permalink Reply by Kimberley Kelly on January 22, 2012 at 3:54am

Date it, write it down and update it..constantly..every single time.  I put the time as well..

Permalink Reply by Thom Colby CA Brkr 888-391-5245 on January 22, 2012 at 5:35am

I agree - Every morning the first thing I do is open Top Producer so I can take notes on every call.  TP date and timestamps every entry.   If the conversation is not so great, I play an announcement and (audio) record the call (using Ring Central).  That recording goes into my file for that transaction.  Just like you Smitty, I take great notes and my file is going to be full and complete if/when we need to go to court.

Permalink Reply by Pat Chadwell on January 22, 2012 at 4:48pm

You rock Smitty!  Keep up the good work.

Permalink Reply by Sylvia Montoya Knight on January 23, 2012 at 5:02am

Ditto....keeping notes works all the time. Date, name, time and conversation.

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