I received a letter from a reader who was totally frustrated and disappointed. “I didn’t succeed” she wrote, “no matter how you want to look at it.”
Basically, she had made a deal for a home loan rate with a mortgage broker who didn’t follow through and complete the paperwork. At closing, she was hit with a higher rate. The agent was on vacation and his boss wouldn’t relent, “No matter how much I tried to win without intimidation.”
Here is the principle she, and each of us, must always keep in mind:
There are some people you won’t be able to persuade. The boss, in this case (and assuming all our reader stated is correct), is a classic example of someone who lives in the problem rather than the solution. Or, he simply doesn’t care. He has decided the outcome in advance (“my mind’s made up; don’t confuse me with the facts”).
Making things right for the customer was simply not on his agenda. He isn’t that way. Why not? As Jim Rohn often said, “I don’t know…he just isn’t.” 🙂
Not knowing her unique situation and whether she was in a position to be able to “walk away from the deal”, the only thing we know is that she did what she felt was best at the time. And, she has a challenge to overcome.
Now, the solution: Find someone who is determined to make things right for you. It might be his boss, or the corporation for which he works. Or there might be a legal recourse, as a verbal promise was made. Perhaps his local association’s ethics board would have something to say. In other words, “Find the person who can make a difference.”
Key point: as you’re doing so, make sure to handle everyone in the correct manner. Be extremely kind and tactful, send lots of thank you notes, acknowledgments, etc. to everyone with whom you converse. Be the “good guy/gal” and get all these other people working for you in order to make things right.
When it comes to Winning Without Intimidation, sometimes the front door is not the one you’re going to go through. Fortunately, most situations present us with numerous alternative doors…and even some windows.
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If it makes her feel any better, she was in a no-win situation. The mortgage broker was “out of town.” The paperwork “wasn’t done right.” She was never going to get the rate she was promised. I have walked out of closings when the promises haven’t come through and didn’t walk once when I really should have.
There are certain situations where people squeeze you because they know the likelihood of you backing out is slim to none. Many times it is because you have what you think is too much time and money to walk away. This young lady did the right thing in trying to win without intimidation. But the other side wasn’t playing by those rules. We need to recognize when that happens, and either as you said, find someone who is authorized and will play or just not play. That’s a hard thing to do in that particular situation. I suggest she write a letter of complaint to the loan originator and cc her state’s attorney general. Nicely… of course.
Hi Barbara, thank you. ALL great points that you shared!
Great perspective Bob. It reminds me of a core message from your Go-Givers Sell More book that haunts me (in a good way!): the timing isn’t up to me. Similarly in this case, I can’t always control the behavior/actions of others, but I can choose my next best step.
Absolutely, Michele! Thank you!
Thanks for this reminder Bob,
When I bought my first house after divorce we didn’t use Realtors. My best friends sold their house to me so it was easy. The day of closing came & attorney had a problem with the paperwork. He was going to reschedule closing. Not knowing then how to win w/o intimidation, I assured him nicely that I could have it cleared in moments. I immediately contacted the lender, got things done, & we closed. Can’t say the attorney was all that pleased, but I had heard horror stories of 1st, 2nd, 3rd, etc. closings & I was determined not to go there.
When I sold the same house years later, I gave power of attorney to my Realtor & she did everything for me. It was in her best interest to do it right. When I saw her actual “cut” of the Realtor fee, I was shocked at how much work they do for it. During the final stages she slammed her finger in a door having to have it reattached & couldn’t write. She actually had to split her earnings with another Realtor in her group b/c he helped for a few minutes with some paperwork. I know that is way TMI 🙂 My point is that they get paid to work together!
Anyway…I’m surprised the agent from the story above didn’t cover for her. Who knows?? I am sorry she had to experience that. Thanks to you she has options!
As always, you remind us never to quit & I appreciate you for that!
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Geneva, thank you for sharing with us. Yes, Realtors do work extremely hard for the money they earn, providing much more in value than they take in payment.