Show Me Someone Who Doesn't Have Stress in their Life

Managing stress to keep your clients happy.

I dare you... I have heard all my life about good stress and bad stress. I have no clue what the difference is. To me stress is stress, not matter how it is defined.

The other day, at 5:30 in the afternoon I got a call from a client that was at a closing and the lender misspelled her name on all the documents and asked what should I do? I told her I would contact the lender. I contacted the inside person, who was at home, explained the problem. He said I will handle it and will email a new set of documents to the attorney’s office in the next 10 minutes.

I called the client and let her know, a new set of documents will be in her attorney’s office in the next few minutes. She commented that the attorney will owe me an apology. I didn’t think too much about the comment, but was delighted the issue was resolved.

I called the client later that evening to verify that everything was corrected and the mortgage closed to her satisfaction. She told me that when she pointed out to her attorney that there was a misspelling, he had a meltdown. She immediately called me at that point, so that the problem could get fixed.

She told me that the attorney commented, you’ll not get your mortgage person at 5:30 - wrong. Then commented, he’ll not find anyone to correct the problem, wrong again.

I decided to call the attorney, who I had never worked with before. Once on the phone, I thanked him for working with our mutual client, especially during a stressful situation. His comment, no problem. Oh, by the way do you do business in Vermont, I told him I did. I shared with him,that I do mortgages in all of New England, NY and FL. He thanked me and we said our goodbyes.

I got an email from him yesterday, referring his sister for a refinance. In his email, he commented that she will need a lot of handholding throughout the process.

We all deal with stress differently. It seems the more chaos that is going on the calmer I get.

 Check out this article for some great tips to manage stress:

20 Stress Management Tips for Peak Performance

By: John Boe

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Frances C Rokicki, September 22, 2012 at 10:33 PM
Joe, Keeping your eye on the transaction, having open communication with your client and a support team who is at the ready, has proved well for you and it seems that this attorney noticed! Kudos to you:)
Daniella Ruiz September 30, 2012 at 12:21 PM
history teaches some the wrong things, and some learn the wrong things from history. being open minded and knowing it wont make much difference anyway is learned from history. take care of the little things, and more often, the big stuff just falls into place.


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