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WE'RE HEARING... there is a discipline that is completely lacking in the mortgage industry-we have no test to answer the most critical question that any service business can ask-"How satisfied are the customers?"
I came to this realization because I have a 17-year-old daughter who is going through the painful process of picking possible colleges, complete with standardized testing, college visits and much angst for parents as we try to guide her to make a good investment in her future.
Before I go any further, I should let you know that my kid is perfect, and the greatest kid in the history of the world. I am sure you think the same thing...