Last minute surprises always sting – no matter what

Sometimes, there just isn’t anything you can do about something changing the parameters of a loan. You get all of the proper information up front, disclose everything properly and do a strong underwrite of the documentation to ensure your quote is accurate and honest.

Then a title report comes back with a lien, or the rates jump a full point when the borrower wasn’t ready to lock; and suddenly all of your hard work that you do as a professional is lessened. You suddenly look just like another bait-and-switch mortgage fraud trying to scam your customer.

This problem happens in any service industry where there is an inherent distrust in the transaction. Take car dealerships for example. I am writing this post from inside the car dealership that is servicing my 2004 Toyota Four Runner. The radiator blew on it the other day and so I had it towed here. The quote was $600 to repair the radiator. I am at the dealership to pick up the car today and the bill was $617 – right on the money.

But when I came to pick up the car it wouldn’t start (funny – never a problem before today) and they showed me a test they ran on the battery – of course it’s near dead. The cost to replace? $89.95. I am now out an extra hundred dollars unexpectedly.

This Toyota dealership has wireless internet, computers for browsing the web, two Sony PlayStation 2’s, a full coffee bar, immaculate common areas and professional looking staff; it is a beautiful facility. They seem to be doing everything right. But my angst about getting screwed at the car dealer is realized regardless of what they did on the exterior because they failed to check the battery at the beginning. They failed to start my car before I arrived.

No matter how professional you are and how well you present yourself being able to deliver is what sets apart the experience in the customer’s mind. It’s not fair but it’s the truth. As I finish my post my car is ready and the gracious gentlemen apologizes and I’m still pissed. Sucks to be in the service business sometimes.