Part two of a two-part series by Tom Ward, President, Majestic Mortgage from his new book entitled, "The Empathy Effect". It's all about his real-life experiences in the mortgage business and how he built a successful company with "empathy" as the cornerstone. Purchase his book at www.TheEmpathyEffect.com.
Read part one of Tom's series, entitled "What does a Wedding Rehearsal have to do with your Mortgage Business?" now.
Autopsy (au-top-sey): 1) an examination to determine the cause of death/
In order to be a part of a successful mortgage company or origination team, communication channels have to stay open to ensure smooth operations and minimal misunderstanding.
When something goes wrong with one of our loans, we conduct an "autopsy" of the loan file. If the loan caused a breakdown or bottleneck in the system, we "examine" its history to determine what caused the problem. That way, we can learn from the mistake and not repeat it.
What we have usually found was that the loan file started off wrong.
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