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Mr. Howard Baskin Dear Howard, As Chairman of the NAMB Technology Committee and a pretty demanding business owner, I am not necessarily the easiest person to impress when it comes to providers of technology services. That being said, I would just like you to be aware of the excellent service I feel was provided by Joe Ringer and his staff in creating the Leader Mortgage homepage recently. They were very helpful in advising on the design. They delivered everything they promised on time and to specifications. In addition to being very happy with the service, I am even more thrilled with the way in which the homepage is already helping us promote our professional image with prospects, clients, and referring realtors. One example involves dealing with clients who are watching rates, waiting to lock in. Invariably they want to know how they can monitor rate movements. I used to advise them to watch CNBC, but, in order to provide personal service, would also volunteer that they could call our office. These calls would consume time for either myself or my staff. Now, when they ask about monitoring rates, I tell them that in order to keep them current, WE provide that service for them, updated hourly. I explain that all they have to do is go to our Internet homepage, simply click on "Market and Economy", then on "Market Snapshot", and they can see whether the 30 year bond is up or down and what is the equivalent interest rate. The result? They get better service from us than we could ever provide before, and at the same time we enhance our image as incredibly high tech, professional and devoted to customer service, which, of course, we are. The other anecdote I would like to report gave me particular pleasure. I was in a closing with a realtor and our mutual client. The realtor, somewhat inappropriately I thought, started complaining, based on her experience with her own home mortgage, that mortgage companies and banks never advise clients that they can prepay their mortgage and save money. I took great pleasure in turning to our mutual client and pointing out that not only do I ALWAYS advise my client of that option, as I had previously done with him, but that any time he wanted he could simply go to our Internet homepage, click on "Mortgage Calculators", and our easy to use "Pre-payment Analyzer" would let him calculate the exact impact of any prepayment scenario. I look forward to my Internet site becoming a source of leads and new business. However, most of my business comes from referrals. Referrals come from satisfied clients who feel they were well served. Based on the way our new homepage is already helping us convey that customer service message, there is no question in my mind that this small investment will have an excellent return. Thanks again to your staff for guiding us through the process and enabling us to take advantage of this new marketing tool.
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