Texas Lending (TexasLending.com) reports that at one time, an unhappy customer simply complained to a few friends about his or her experience. Perhaps those friends told a few others, who repeated the story to a few more. However, today’s dissatisfied consumer can go online to the Internet, where words remain posted long after the customer has moved on. In this brief article, TexasLending.com CEO Kevin Miller talks to Interviewing Experts about this new world of online review sites and how it is impacting the business world as a whole.
Interviewing Experts: Texas Lending has a good reputation in the Dallas-Fort Worth area. The governor and the mayor of Dallas have both recognized you for your excellence.
Texas Lending: Yes, Texas Lending received a Consumer’s Choice Award from the Consumers’ Choice Institute, which led to recognition by both the governor and mayor for our accomplishment.
Interviewing Experts: Yet even Texas Lending has the occasional negative review online. Explain how a bad review can haunt a business for many years.
Texas Lending: No successful business is immune from the occasional bad review online. Our team at Texas Lending follows up with customers at each stage of the process, including a follow-up survey once the loan has closed. Still, there are times when even after a Texas Lending customer reports a satisfactory experience, he or she goes online to post a negative review.
Interviewing Experts: Why wouldn’t the customer just talk to you first?
Texas Lending: Studies have shown the majority of customers never report dissatisfaction directly to the company. Sometimes the customer wants to avoid confrontation, but Texas Lending wants each customer to be happy. Most often, Texas Lending has found that the customer isn’t unhappy with us specifically but is dissatisfied with the overall process of securing a home loan.
Interviewing Experts: Doesn’t Texas Lending work with several other parties in processing a loan?
Texas Lending: Yes, and that can be part of the issue. The biggest component in processing a loan is the borrower. Our consumers must gather all necessary paperwork and work with us to help us complete applications. A delay in this part of the process can delay the work Texas Lending has to do. Then there are appraisers and the title company, as well as working with the seller to make sure the closing is set up and runs smoothly. Any delay in this process can cause the consumer to become frustrated with Texas Lending – or any mortgage lender.
Interviewing Experts: I’ve noticed the majority of Texas Lending’s clients give extremely positive reviews.
Texas Lending: Most of our clients report they are pleasantly surprised by the personal service they received from Texas Lending. Texas Lending also frequently receives glowing comments from customers who were able to move into their first home because of the hard work of our associates. That’s the greatest reward of all.
For more information, visit Texas Lending online at www.TexasLending.com