Yes, you read correctly. For those who follow my blogs, they usually occur after I have experienced an incident with either a borrower, Realtor or builder. It could be either a negative or positive incident, but it seems to always prompt a blog from me. Maybe from frustration, or maybe because it NEEDS TO BE KNOWN!

So this morning I had a fairly new borrower call me. This is a borrower who came as a referral to me from a local bank because they were unable to do the loan. Apparently this bank did not provide them with good response time, because they complained about waiting a month to know that the bank could not even do the loan. There are always two sides of a story..so that is something that I have no opinion of.

Needless to say, I received her application last week, received her documents this week, and upon a thorough review of her documents, there were several documents that she had either failed to sign, crossed out the a sharpie, and some forms she just did not return. When we sent her a "missing items" list, she immediately sent me a text message:

"I do not appreciate having to send all of the tedious and ridiculous requests..I am concerned on the time line to close this loan and am becoming frustrated"!

Did she say FRUSTRATED??? In 3 days, we have completed her application, provided disclosures, provided a loan processing checklist, contact the seller (there is no Realtor), ordered Title, ordered Insurance and have ordered appraisal.

So, after taking a deep breath... here was my email response verbatim; no kidding!

"Dear Mrs. Borrower,

I understand you are frustrated, but I am confused as to why. We are 100% on top of your loan, we have locked your rate and you will close your loan on time, if not before. As a professional loan officer, it is my job to make sure your loan is processed professionally, efficiently, and expediently. In order to do this we must have all the right ingredients...

Let's think about Chocolate Chip Cookies for a moment..You call me to tell me you heard I make excellent Chocolate Chip cookies and you want some of them! I then send a list of ingredients for these Cchocolate Chip Cookies.. the BEST Chocolate Cookies in the world.. cookies that make your mouth drool! Do you give me all of the ingredients I asked for or will you leave some out? If you forget the butter but not the sugar, and leave out the Chocolate Chips, what will you get? Sure, you will get some sort of cookie; it might crumble, it might be rock hard, but it will be the final cookie, but kind of hard to swallow and it will probably leave a very bad taste in your mouth! You would never share this recipe with anyone else; quite frankly it was bad!

Now maybe you just forgot the butter and the chocolate chips, and being the Master Chef that I am, I refuse to make the cookies until you provide the exact ingredients to me. I will not put any cookies in the oven until the recipe is right. So now I have to wait another day but you finally get the ingredients to me. I mix them up in a batch very quickly, pop them in the oven, and what do you know? I have the most awesome cookies that you ever tasted. You love these cookies and you share them, and before you know it? I have many people asking for the cookies...."

"So Mrs. Borrower, I know this story is a little silly, but seriously, if you want your loan to go smoothly and quickly, it is important to make sure your loan application is complete. By taking a little extra time to submit it correctly, you will avoid unnecessary delays in getting full loan approval. Please trust me as a professional and experienced loan officer it is my job to make sure your loan is done right!

I would appreciate it if you could get me those missing forms as quickly as possible; I have attached them again for your convenience. I look forward to closing your loan with you!

Respectfully,

Kelly J. Krauth

Her response came quickly:

"Dear Kelly, we believe in 100% accuracy. We will have everything you need to you today!"

And since you took the time to read my blog.. here is the recipe below!

Ingredients

o1 cup butter, softened
o1 cup white sugar
o1 cup packed brown sugar
o2 eggs
o2 teaspoons vanilla extract
o3 cups all-purpose flour
o1 teaspoon baking soda
o2 teaspoons hot water
o1/2 teaspoon salt
o2 cups semisweet chocolate chips
o1 cup chopped walnuts
Directions

1.Preheat oven to 350 degrees F (175 degrees C).
2.Cream together the butter, white sugar, and brown sugar until smooth. Beat in the eggs one at a time, then stir in the vanilla. Dissolve baking soda in hot water. Add to batter along with salt. Stir in flour, chocolate chips, and nuts. Drop by large spoonfuls onto ungreased pans.
3.Bake for about 10 minutes in the preheated oven, or until edges are nicely browned.
Enjoy.. these REALLY are great! And so is my ability to close loans!