Experience.com (Formerly SocialSurvey) is excited to celebrate MiMutual Mortgage as our 2017 #1 Mortgage Company, Medium Division. With 105 Loan Officers earning more than 1025 verified reviews in 2017, their 4.94 star-rating underlines their strategic and powerful company culture. With consistent customer praise, it’s undeniable that MiMutual mortgage makes customer satisfaction their top priority. Their company slogan, “Think bigger, expect more” says it all. Daniel Jacobs, EVP for National Retail at MiMutual, interviewed on The WOW Factor (below) gives insight into creating a WOW customer experience that mirrors the values of the company.
[blockquote type=”1″ position=”default” author=”Jonathan J. / August 2018″]5.00—MiMutual works well together as a team. The team… went over and beyond to get us in our new home, were always available, answered our questions and offered excellent customer service. I am definitely going to refer anyone that is looking to purchase a home.[/blockquote]
[heading size=”2″ color=”e.g. #000″]MiMutual Mortgage’s National “The WOW Factor” Interview, with Daniel Jacobs[/heading]
Andrew Berman of Mortgage News Network, interviews Daniel Jacobs of MIMutual Mortgage
Watch the video and/or read the interview questions and his answers below.
Andrew Berman: As a top mortgage company, what gives your team that competitive edge?
Daniel Jacobs: I think it comes down to the culture of the company and just our view on how to treat customers. Our tagline is “Think bigger expect more,” and we really live by that. If you combine that idea with our 5 core values: integrity, commitment, problem solving, family and fun, you can create a great experience for your consumers. Ultimately having that focus on the consumer makes you better. Consumers want good communication, this isn’t that hard. We’ve got our ‘secret sauce,’ which dictates how we communicate with our customers and make sure they know what’s going on, when things are going to happen, and we don’t leave them in the dark. We focus on communication and meeting deadlines. When you focus on this as an entire business, and live your core values, you can have the WOW factor with great customer reviews as well.
Andrew Berman: How much does your online reputation matter?
Daniel Jacobs: If you had asked me this 10 years ago I would have said it’s starting to become important, but now it’s so far beyond that. Years ago, if someone had a bad experience in Topeka, Kansas, a customer in Tampa, Florida would have no idea. Now, everything is at everyone’s fingertips– that goes for good and bad experiences. Now the focus that people have is checking with their social networks. Everyone is looking to their friends, family, and review sites online. Whether it’s with their own connections or with strangers, they’re looking for people to give them guidance about good providers and bad providers. That’s why independent review sites are one of the major drivers for bringing results to the top. If you don’t focus on online reputation, you’re going to have a problem no matter what business you’re in. Consumers are more savvy, have access to more info and rely on that info. We have taken that very seriously and make our online reputation a very important element of our business. If a review comes in and someone has not had a great experience, an executive calls them to find out why and what we can do to make that right. If we go back and address that afterward, they are less likely to leave a negative review. Having great customer service is important because ultimately it does result in an online reputation that helps you get business or prevents you from getting
Andrew Berman: What is your most memorable WOW customer satisfaction experience?
Daniel Jacobs: It’s a great question because there are so many great stories of people who come to us and they feel like they cant get a loan, or they were treated poorly elsewhere and were about to lose a property or a contract. I can tell you dozens of stories about how we came to the rescue and closed a loan in twelve days. But the one that really pulled my heartstrings is after the hurricane and in Houston Western. We had a family that was saving up for a down payment, and they were on a six month plan to save that down payment to buy a house. They wanted to coincide with when their lease on their apartment was going to end. The hurricane flooded their apartment, and quickly mold started to grow. Their child was going to the doctor weezing and the doctor said ‘You have to move.’ They didn’t have enough of a down payment yet, so they were going to rent another apartment for a year and defer their american dream. We were able to introduce the FHA 2 or 3 H program in a matter of a couple weeks. We were able to close a loan on a home for that in 3 weeks. With having a family and having those health issues, I find it to be such a point of pride that we were able to come together with that problem solving and that commitment to their family, all part of our core values.
Go to mimutual.info today and learn more about their core values and their team of LO’s looking to help you.
Experience.com (Formerly SocialSurvey) congratulates MiMutual Mortgage. Thanks for representing our 2017 Top Performers Campaign with fantastic performance.