Christian Winters, CEOAll too often I hear about the lack of customer
care in the lending industry. There have been occasions where you,
or even I, have received good or bad service from someone we trusted
to get us what we need, when we needed it. I know what it feels like
to receive good service and unfortunately, I also know what it feels
like when we are let down by those we depend on.
At eMagineLoans.com it is our mission, and my #1 goal, to make
sure we are the best provider of mortgage loans and customer care,
and THE ONLY company who provides the best mortgage products and
customer care.
When people are satisfied with the service they receive, on average
tell 5-7 people they know about their positive experience with that
organization. However, the average person who is dissatisfied with
an individual’s or company’s performance will tell 7-10
people they know to avoid doing business with that company.
When I managed other large companies, I made a log of the most
common complaints that customers had regarding their experiences
with that company. Using that data helped me to adapt our loan programs
and the way we communicate with our customers in order to increase
our productivity, as well as increasing our repeat customers. Many
of our current customers also refer others to get great service
by doing business with us.
That’s why we send out a questionnaire and a follow up customer
service call to every customer we lend money to, in order to recognize
those employees who fulfill the company’s vision of superior
customer service, and also to improve on any areas that the customer
feels need to be better.
At eMagineLoans.com our goal is not to be the best at what we
do, but to be THE ONLY company who does what we do.
Thank you,
Christian D. Winters
CEO eMagineLoans.com
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