Maya Angelou once said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” There’s a lot of truth in that quote, and it’s stuck with me ever since I first heard it. It’s relatable not only in our personal lives, but especially in regard to customer service.
Think about it: have you ever had a particularly bad customer service experience with someone at a certain company, and a particularly good experience with someone at a different company? If you’re like me, you’ll look back and remember how you were treated as a reflection of those businesses. I always remember which made me feel like a valued customer, tried to help me answer my questions and solve an issue, and which didn’t seem to care and made me feel like I was wasting their time.
At PrimeLending, we strive to make you feel appreciated through service beyond expectations. We make our customers our number one priority, but you don’t have to take our word for it – just take a look at our customer satisfaction numbers and testimonials.
95% of borrowers say they feel that PrimeLending’s loan officers understand their needs.
There’s nothing better than making a customer feel valued. We try to let our customers know how important they are to us and that we’re happy to answer their questions. We understand that getting a home loan can sometimes seem intimidating, but by listening to our customers’ needs, making them feel comfortable and explaining our procedures, we make the process as straightforward as possible.
“I had a bad experience with a previous lender, so I was hesitant about going with PrimeLending. I just want to say thank you to PrimeLending for working with me and keeping me informed throughout the loan process on everything that I needed to know. Everyone that I spoke with was friendly and took their time to answer my questions. My dream has always been to own a home, and PrimeLending made that possible. I felt valued as a customer and would recommend this company to anyone I know of that is seeking a loan.” -Alexander V.
97% of our customers say they feel that PrimeLending’s loan officers are knowledgeable in mortgage products.
We make home loans simple, which makes our customers want to work with us again down the road. Whether customers are buying another home, refinancing or renovating, they return because our process is smooth and convenient.
“I was never talked down to at PrimeLending, even though they realized early on that I was not very knowledgeable about the process. They educated me each step of the way without making me feel stupid. They made me feel like a valued customer. They approved my loan quickly and we went through each step slowly as they answered my thousands of questions.” –Kristina M.
Our customers give our loan officers a 96% rating on trustworthiness.
It’s important to us that we build good relationships with our homebuyers so that they can trust us to guide them through the mortgage process. We make sure we keep our customers informed, ask the right questions and provide them with the best options.
“My loan agent made the loan process very easy for me. She consistently updated me throughout the process and made me feel like a valued customer. Because of [her], I will never consider going anywhere else for future loans.” -David W.
Overall, our customers give our loan officers a 96% customer satisfaction rating.
We select only the best loan officers. Each one knows this business like the back of their hand, so customers can depend on them to get the job done while being friendly, knowledgeable and patient. When our customers have positive experiences with our loan officers, we know that our customers will go home happy.
“Working with PrimeLending was like a dream come true. I was so nervous about buying a home, but they made the process so simple. I was told what was needed, I gave what was needed, and closed a lot faster than I could have hoped for. They laid every step out for me that I needed to do, and when I followed them, the rest of the way was a cakewalk.” -Glenna K.
We take great pride in exceeding our customers’ expectations and earning their praise. If you are thinking about buying or refinancing a home, contact one of our loan officers and find out for yourself how simple and easy the process can be.
From the PrimeLending blog, by Mandy Jordan