| Customer service is key to
our business. While we are consistently striving to continuously improve
our lead system, sometimes a lead does need to be replaced. In those
situations we take pride in offering the BEST replacement policy
available on the Internet today. Simply put, we’ll replace a lead if:
- The Lead is a duplicate of a lead
previously sent by us within the last 30 days.
- The phone number is disconnected or a
wrong # with no 411 listing.
- The Lead is a fictitious person, a
child, another broker / agent.
- Unless in the case of purchase leads
(new home), the lead is not a homeowner, OR is a mobile home, co-op,
working farm, office building, etc (if outside your property type).
What is unacceptable as a replacement and
why.
- Customer filled out the form with missing or
approximate information, etc. you called for a payoff and its more,
or the appraisal is less, Fico's are lower, they forgot to mention their
second mortgage, etc. - You know that most people use approximations
and all we guaranty is that they submitted the data, it matched your order
and we send it to you. We do not guaranty that they filled it out right
or know the exact #'s, etc.
- You received this customer from a different lead
provider before or after you received it from our site. We promise you
will not get a duplicate from us within 30 days our system will not allow
it. We all know that internet shoppers are shoppers and frequently apply
at more than one site.
- They said they are talking to another broker /
banker - We find that people who are looking to refinance their homes,
and especially those borrowers big loans, call their banks, their friends,
and anybody else they think can help them. Wouldn’t you do the same?
Sometimes after getting an offer from one of these people they will tell
others, i.e. You, that they are already working with somebody else. If
this occurs, simply do your job and give them an offer of your own.
Your reply should be: “Of course you are. My name is _______ and here is
what I can do for you, I would like to perform a loan search for you to
see if you are - getting the best deal, in the right type of loan, etc etc
etc….
WHAT I TAKE VERY
SERIOUSLY & WANT EXPLICIT DETAILS ABOUT
-
Any return where you state the applicant
says that they applied, weeks, months, etc, ago. You see I have the
server stamps and IP addresses of every application. I will pull the
log to make sure the system has not malfunctioned.
-
Any return where you state the applicant
denies applying, assuming you made certain no one else in there home
applied, i.e. spouse, life partner, etc.
-
Any applicant that is angry.
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