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A Word from Jim: A Brief History of Borrower Sat...

By: Equity National Title   April 11, 2017   Array   Why Feedback Matters

A Word from Jim: A Brief History of Borrower Sat...

Years ago, while discussing the insights into borrower behavior we were deriving from our borrower feedback, I was encouraging a mortgage company CEO to consider doing his own surveying, and I can still remember his reply. He looked at me, took off his glasses for emphasis, and said: ‘Jim, I am in the mortgage business, not the customer satisfaction business.’ On some level, I understood what he meant. The word “profession” brings to m...