By: Karen Deis, Publisher

My son Matt and I just returned from vacationing at a wilderness camp located 100 miles within the Denali National Park in Alaska. Camp Denali is open from May 30 to September 1 (about 90 days annually). The 100-mile trip into the park takes almost 7 hours (by bus) on a single-lane gravel road that is cut into the side of the mountains. The modest cabins don't have electricity or running water. The main lodge and kitchen operate by gasoline generators. There is one pay phone, no fax, no Internet service and no TV or radio.

The camp is considered one of the most sought-after lodges within the park. It can accommodate only 30 people per week. You can't leave - the bus arrives on Monday and there is no way out until Friday. And, the temperature averages 60 degrees and it rains quite a bit.

Leaving the camp after our 5-day stay - my son commented: "Mom, that's the best customer service I have ever experienced!" My son is 17 years old--and even at that age has become an astute consumer.

Let me tell you why!

When we arrived at the main lodge, the staff was introduced. Most staff members either had a Masters Degree or a PhD in Biology, Natural History or Geology. However, their positions at the camp were not as glamorous - cooks, guides, mechanical repair, and drivers.

Then it was our turn for 30 of us to introduce ourselves. From that moment on, every single staff member remembered each and every one of our names! Impressive to say the least.

Each family was escorted to their cabin with an explanation of its location to the lodge and dining area. The log cabin was not more than 15 X 20 feet, yet time was spent showing us "around" - how to use a propane lantern; how to use the wood burning stove and the most important, filling out the comment book before we left!

The food was gourmet - actually more than 5-star quality! The chefs introduced themselves at each meal, told us what we would be served and how it was prepared. The presentation of each course was exquisite.

As far as activities go, there was never a lack of choices. They ranged from easy to strenuous hikes, fishing, canoeing, panning for gold, lecture series and a library stocked with books.

The most amazing thing to me was that out of the 30 "campers", 14 were repeat customers and 8 were referred to the location by someone who had been there. Matt and I found Camp Denali on the Internet - and choose the lodge because of its wealth of information provided.

What does this all have to do with the mortgage business?

Exceptional customer service has nothing to do with buildings, brochures, office furniture or great interest rates.

It has to do with education - learn everything you can about your mortgage business and get your Masters Degree in "mortgage lending".

It has to do with choices - give your customer options - not just 15 or 30 year fixed rate mortgages--maybe a home equity loan or an 80/10/10 alternative.

It has to do with presentation - provide your clients with computer-generated scenarios or specific financial advice - presented in an easy-to-read format.

And most of all, it has to do with PEOPLE - REMEMBER to send thank you notes, newsletters and referral gifts. Be sure your database is up to date so when past clients contact you, you can recall their financial history with you.

Make your clients' mortgage experience a memorable one and you will have more business than you "can say grace over". It's all about the experience!

By the way, the camp is booked 2 years in advance!

Karen Deis, the Denali Diva

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