Quite a few mortgage originators do request customer feedback from their clients during the process and/or after the loan closes. But what do you do with that feedback?
Some recent experiences of mine from my family’s vacation to Lancaster, Pa. got me thinking about this. Let’s start with the good.
The hotel I stayed at, the Days Inn, sent me that usual how was your experience online survey. While I did not mark the hotel in any of the lowest categories, there were areas I felt could have been better.
Imagine my surprise when I got an email from the hotel manager saying he heard I was disappointed with the experience and if need be, feel free to call him. That business took my patronage seriously.
On the other hand, there is a minor league baseball team, the Lancaster Barnstormers, which plays in the Atlantic League. We went to a game, and because my kids are 8 and 5, they spent more time in the playground than watching the game.
But at one point, my five year old, as five year olds are apt to do, left the area of the playground to go to another area in the stadium where he could play. The problem is that he didn’t tell his parents and there was more than one exit to the playground where he could slip by us. And there were a couple of lightly guarded gates where people can enter and leave the stadium.
The team’s website has a place to give feedback and I wrote about what I felt were deficiencies in creating a secure area for kids to play. I have yet to receive a reply. If (more likely when) we go back to Lancaster and the Barnstormers have a home game, we have to think long and hard about attending.
Do you take your customer’s feedback seriously? It could be the difference in creating repeat and referral business and closing shop.