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Poor Visibility: Top Process Failure Driving Customers to Abandon Mortgage Onboarding

Poor Visibility: Top Process Failure Driving Customers to Abandon Mortgage Onboarding

Mystification is typically not a word that I like to associate with a process – especially if the process involves my money. Unfortunately, “mystification” best-fits my mortgage experience. I started the journey towards my dream home with what looked like a path of gold stones in front of me. I would take a step and stumble backward disappointed because I realized it was fool’s gold. I constantly had to ask my Loan Officer the same four questions over and over…

Wasted Time: Top Process Failure Driving Customers to Abandon the Mortgage Process

Wasted Time: Top Process Failure Driving Customers to Abandon the Mortgage Process

In order for you to understand this story, there’s something you should know about me: I am a little bit of a control freak. Okay you got me – it’s more than a little bit, I am a control freak. I like to understand processes, timelines and next steps and control them as much as possible. I schedule my day out to maximize efficiency, I hate being late, and I try to always be one step ahead. This is not a story of efficiency and timeliness though.