From Transaction to Lifetime Client
The conversations most loan officers dread are the conversations that build the deepest trust. The Denial Conversation I have reviewed your application carefully, and I need to be direct with you: based on your current credit profile and income documentation, you do not qualify for a mortgage today. Here is exactly why. Then explain specifically: which factors are causing the problem, what the numerical threshold is, what would need to change, and a realistic timeline. Then give them a plan. The borrower who did not qualify today and got a real plan comes back in 6 months — and sends everyone they know to you. The Missed Close Date Conversation Call — do not text or email — before the Realtor or title company tells them. Own it, explain it simply, give a new date with high confidence, and take specific action steps. I need to call you with an update — and I want you to hear it from me directly. We have a condition from underwriting that requires two additional days to resolve. Here is exactly what happened and what I am doing about it right now. I am putting us at [new date] with high confidence. I am sorry this is not the news you wanted. The Rate Increase Conversation Give information and your perspective. Do not promise a direction. Do not make the decision for them. Rates have moved since we last talked. Your options are: lock now at X, which means your payment is $Y per month, or float and see if rates improve, knowing they could also get worse. Here is what I am seeing in the market and my read on which direction is more likely. This is your decision — here is how I would think through it.