Last week, I was in Florida training managers on how to coach and develop originators. The experience made me think of Disney and how they are so successful at delivering excellent customer service. I must reveal that I have been interested in Walt Disney for many years, especially in how he was able to transform […]

In the past, mortgage origination was an arena where the lender had all the information and the customer did not. As an example, interest rates were not easily obtained or understood and underwriting criteria was a complete mystery. In short, lenders and their sales staff had Aces and the borrower had Kings. Not a winning […]

Recently, when visiting sales organizations, I have had conversations with senior managers regarding their sales culture and what to do when it becomes dysfunctional. The frequent issue at many companies is “mad dog” sales producers fighting with operations staff. Typically, the argument centers on who is at fault for failing to deliver on a borrower’s […]

In recent visits to mortgage companies, I am often asked how management can quickly propel their company to the next level. The simple truth is that bringing in the right talent is the number one strategy that leads to a company’s success. Equally important is the second strategy — hiring salespeople who feel compelled to […]