How ‘Peak Polling’ of Mortgage Borrowers Creates Costly Blind Spots
June 18, 2025 I’m married to a professional stylist. This means despite my keen sense of fashion (self-ascribed), she’ll often gently inform me...Read More
Strangers No More: Flipping the Script on Borrower Retention
May 22, 2025 Let me start with a confession. Last week at church, a guy walked up to me with a huge grin....Read More
Hunting the Golden Eggs: Finding Opportunity in a Scarce Mortgage Market
April 16, 2025 I realize this will make me sound like an “old man,” but it must be said: Today’s Easter egg hunts...Read More
Elevate Your Mortgage Journey from a Service to an Experience
March 20, 2025 I was in Las Vegas recently and had the pleasure of dining at Delilah, a swanky eatery inside the Wynn...Read More
Avoid a Mortgage Nightmare: Evaluate and Elevate Your Customer Experience
February 25, 2025 Imagine owning a restaurant, pouring all of your time and effort into it for years, then having someone come in,...Read More
The Case for CX ROI: Seven Ways CX Can Boost Your Bottom Line
January 16, 2025 I’m planning a wine-tasting trip to the Santa Ynez Valley, made famous in the movie, “Sideways.” I love touring wineries...Read More
Recipe for Success in 2025: LO Behaviors Proven to Generate Referrals
December 12, 2024 My wife mentioned to me the other day that there was some pudding in the fridge with my name on...Read More
How LOs Are Using Soft Skills to Stay a Step Ahead of AI
October 22, 2024 Yesterday, I woke up to a low, rolling rumble. It was the laundry kicking on from a timer my wife...Read More
Shopping for a Home Loan: A Consistently Inconsistent Experience
September 26, 2024 One day while sitting at a quaint cafe in Italy, I noticed a husband and wife walk in. He was...Read More
Overcome Mortgage Miscues Like an Olympic Champion
August 14, 2024 Imagine training your whole life to compete at the Olympic level, finally achieving that goal, then showing up at the...Read More
Shark Proof Your Business for the Next Refi Wave
July 17, 2024 I had a near-death experience once that I’ll never forget. Of all the places one could end up after college,...Read More
Horses to Headsets: The Evolving Model of Mortgage Success
June 4, 2024 I sometimes wonder where I’d go first if I had a time machine. Maybe I’d go back to 1952 and...Read More
CX Lessons From Disneyland
May 9, 2024 I was about five years old when I first experienced the magic of Disneyland. It’s hard to overstate the excitement...Read More
