I had a tremendous, highly personalized experience recently with a local mortgage broker, Mortgage Trust (a CBC client) and it made me realize how un-personal my other loan experiences with banks have been. Most banks marketing themselves as customer-centric have a long way to go to compare with this company.
After completing a loan transaction, our mortgage team sent a candygram – my first one! – and a hand-written congratulations card. It was thoughtful, but that wasn’t the part that really impressed me.
A couple of days later, Mortgage Trust mailed us a comprehensive binder which included the final HUD-1, property appraisal report, loan contract info, misc. info and another congratulations note. It was clear that someone took a lot of time to gather all of these important documents and put them in one convenient place for me – something I really appreciate.
I’ve never had a bank congratulate me after a loan transaction or package all the documents in one easy place for me. In fact, after most other loan transactions, all I get from the bank or the lender is a reminder to pay my monthly bill.
Through these two touch points, Mortgage Trust is doing an excellent job of proving their story of helping their clients build wealth through real estate. Their personalized, comprehensive service and follow-up focuses on making the real estate buying process so streamlined that their clients will continue buying real estate, with Mortgage Trust’s help of course, to build their wealth.
And you can bet I’m going to call them – not my bank – when I’m ready to take that next step.
