Respect, Listen, and Stay Balanced that is the “modus operandi” for Fairway Independent Mortgage Corporation. These three actions are important individually. Moreover, they are even more important when the sum of all three are used together when engaged with a client, a co-worker, or handling a difficult situation. Respect, listen, and stay balanced is the magic formula at Fairway Independent Mortgage Corporation for taking care of both people and challenges that may arise in the course of business.
Respect, it is the essential ingredient for having and nurturing a great relationship. Great relationships are what Fairway Independent Mortgage Corporation seeks with its’ clients, employees, and coworkers. This first part of our core value it is easy to see it’s value.
Listen, as the old saying tells us, there is a reason God gave us to ears and only one mouth. He was stressing the importance of being a good listener. We make sure that we listen in detail to our clients needs in order to deliver them the best option for their mortgage needs. Being a good listener again the value is self-evident as to why it is part of Core Value Number Seven.
On the other hand, what does “Stay Balanced” mean exactly, and how does it fit into this core value at Fairway Independent Mortgage Corporation? It means to stay calm and keep a cool head during difficult situations. By staying balanced and not having knee-jerk reactions you will make better decisions when facing adversity.
I mentioned earlier the importance of the using each of these items together when handling challenges. I’d like to demonstrate this importance to a real-life scenario that happened at Fairway Independent Mortgage Corporation where we used Core Value Number Seven – Respect, Listen, and Stay Balanced
When hurricanes Harvey, Irma, and Jose hit Fairway Independent Mortgage Corporation had hundreds of millions of dollars of loans on properties in the affected areas. Before an assessment of the property damage was initiated Fairway Independent Mortgage Corporation had respect for their employees and people that were affected by the storms.
They listened to their needs and responded to making sure they were taken care of first and foremost. The loans and potential problems and losses could wait.
The Executive Team stayed balanced taking care of their most important assets first – their employees and clients affected by the hurricanes before moving on to accounting for any damage properties for which they held the mortgage.
Even in handling the assessment of the damaged properties the Executive Team stayed balanced and came up with a plan to make sure all properties with mortgages they held were quickly accounted for in order to focus efforts on only those that had been damaged.
Thus, there is a real-life example when facing the adversity of dealing not with only one but, three natural disasters the importance of Core Value Number Seven – Respect, Listen and Stay Balanced.
Cary Michael Cox
Seeking wise counsel has been a concept since recorded time. Even Solomon, the wisest man that ever lived, recognized that he needed wise & Godly counsel. As it says in the Book of Proverbs in the Bible, “Plans go wrong for lack of advice, many counselors bring success.” (Chapter 15 Verse 22). Later Solomon also said, With many counselors there is safety.” (Chapter 11 Verse 14). Furthermore, King David said in Psalms, “Your decrees please me, they give me wise advise.” (Chapter 119 Verse 24). Like two of the wisest and most Godly men ever, You’ll do yourself a wonderful service if you always seek wise counsel.
Fairway Independent Mortgage Corporation realizes that for both itself and it’s clients that it is imperative to always seek wise counsel. No matter how large we grow and how much we learn or experience we have, from time to time we will need to seek wise counsel. We take that to heart as we know it is imperative to best serve our clients and employees. Like it says in Proverbs, “A wise man will hear and increase in learning, and a man of understanding will acquire wise counsel.” (Chapter 1, Verse 5).
There are times in our lives and in business when even though we may have a good idea about something, we don’t have the answer. That is the time to find someone that is the expert in the area to help you make a decision.
That’s what we do at Fairway Independent Mortgage Corporation whether it comes to compliance, legal matters, marketing, lead generation, and more we consult with the best in each instance. We want to make sure that we are performing and doing the best for both our borrowers, partners in business, and employees.
You can be rest assured if there is any question on what to do and we are not one-hundred percent sure – we will seek wise counsel.
Cary Michael Cox
Speed to Respond is the primary reason that Fairway Independent Mortgage Corporation has achieved so much success and growth. It starts at the top and flows through every facet and person at the company. As they say “speed kills” and it why Fairway is killing the competition.
Management is quick to respond to “The Street” or the branch/loan officer level. Management includes the following: operations, underwriting, legal, compliance, pricing, closing & funding. When they respond quickly to “The Street” they in turn can respond quickly to their clients and referral sources. These are the life-blood of any mortgage organization and deserve a fast response.
Everything at Fairway Independent Mortgage is set-up to the mantra of “Speed to Respond”. Above all else is that Fairway Independent Mortgage Corporation does not believe in excessive layers of management. Those layers just slow the process down of getting an answer or result for a client or team-member quickly. Loan officers have a direct line to their branch manager. In turn the branch manager has direct access to whatever person, department, or executive they need to get a response and answer quickly.
Another unique quality about Fairway Independent Mortgage is that they hire the very best at each position and they only do that one position. This prevents a cross-up n lines of communication. Moreover, it empowers everyone in the company to know that they work with the best and their sole focus is to be the best at what they do. Additionally, it truly defines “positive synergy”.
Fairway Independent Mortgage Corporation is an an employ-owned private company or ESOP. This type of structure gives it even more advantages to act quickly. Because the company is employee owned Fairway Independent Mortgage Corporation is not “beholden” to Wall Steer analysts. This independence allows Fairway as a company to make changes quicker than the competition in an ever-changing mortgage market. In addition, Fairway Independent Mortgage Corporation can make long-term decisions that perhaps would negatively effect “quarterly” earnings, while on the other hand the benefits will be ten-fold in the future.
The “Speed to Respond insures that Fairway Independent Mortgage is built to deliver mortgages to the marketplace fast!
Cary Michael Cox
Number One ranking for Fairway Independent Mortgage for the fourth year in a row! “Mortgage Executive Magazine” came out with their annual rankings this past week. Fairway Independent Mortgage was voted the “Best Mortgage Company” for where to work industry wide. That has to be a huge part of why Fairway Independent Mortgage has grown from 3000 to over 5800 employees in just the last year.
Our CEO Steve Jacobson stresses “consistent & persistent” – being number one the last four years codifies this philosophy. Creating an environment to be number one is a result of Fairway’s adherence to their “Core Values”. These include:
Humility First, Foster Growth & Knowledge, Have Fun, Create An Amazing Experience, Speed to Respond, Seek Wise Counsel, Respect/Listen/Stay Balanced, Committed to Serve, Consistent Honest Communication, & Family Focused.
Most companies have core values, the difference is that Fairway Independent Mortgage Company Lives them. That’s why we can consistently be number one. We maintain an “ethos” that we will treat every client – “Professionally, Respectfully, Honestly, & Fairly”.
The other reason is our philosophy that “mortgages are what we do, not who we are”. We believe in the “human-touch”. People seeking a mortgage are not a “transaction” to us, they are human relationship that we want to nourish and serve. When we do that with each and every client we create an experience that benefits both the client and the employees working on the mortgage loan.
On the other hand, another reason for the continued success is Fairway Independent Mortgage Corporation’s commitment to give back to the community. We have our own foundation The American Warrior Initiative. This organization is self-funded by Fairway Independent Mortgage Corporation and it’s employees. It helps veterans in need. American Warrior Initiative also trains realtors how best to work with members of the military and veterans.
Most of all we are humbled by being recognized as the best place to work in our industry and are here to serve you.
Cary Michael Cox
Core Value Number Four is “Creating An Amazing Experience For You!” Not only do we want to provide you with the best product and rate for your situation. We want to make your experience so wonderful that you will always refer those you care about to us.
One key way we do that is our “Speed to Respond”, and that starts with our communication with you. Whether it is a phone cal, text, or e-mail we will always respond almost immediately. We are here to serve you, and the best way to do that is to communicate quickly, efficiently, and thoroughly.
We also have systems in place to make sure that your loan is processed and underwritten quickly. We do that by hiring the best people at each position and let them concentrate on their job only. Our loan officers only originate loans, our processors only process loans, underwriters only underwrite loans, and closers sole job is to close the loan.
You get the picture, by letting our teammates do only what they do best we create efficiency throughout the entire mortgage process. This efficiency allows us to offer the quickest loan approvals and closings in the industry.
When it comes to communication our proprietary CRM system, “Motivator” not only keeps you up to date during the loan process, it keeps both realtors up to date as well. When milestones are reached an e-mail is sent to you to let you know where we are in the process and what action items if any you need to take.
We also have personal touch-points with you our client during the mortgage process. We send you thank you notes with scratch-off lotto tickets, Starbucks gift cards, cookies, and more. Once we close your loan we provide you with a closing gift as well to show our appreciation.
Post-Closing you are provided with your own ‘Servicing Concierge” for the life of your loan. We want to make sure you have a live-person to contact should you have any questions on things like first-payment date or escrow balances.
Again our goal is to create such an “Amazing Experience” that you and those you care about become a “Client For Life”!
Cary Michael Cox
Fun, most don’t have it anymore in the workplace. Moreover, people dread going to work because it is no longer that. That’s not the case at Fairway Independent Mortgage having fun is so important to our company’s culture that it is our third core value. Our CEO Steve Jacobson realizes if people aren’t having a good time they are less motivated. Furthermore, they are harder to retain.
So what’s the simple answer? Create and foster an environment where employees are encouraged to have fun! And it starts at the top. Our CEO, Steve Jacobson, sends out a “Friday Funny” created by Lindsey Hardman, our On-Boarding Coordinator. “Jake” as he’s known has the uncanny ability not only to know almost everyone’s name in the company, but has a nickname for them. And if you know the background of each person the nicknames are appropriately funny!
Furthermore, on our company calls there is always a great sense of humor from the executive team. They do a great job of filtering important information in humorous manner, which encourages you to be on the calls. I can guarantee you most companies have boring company-wide calls – not us!
Fairway is managed at the Branch Level, or what Jake calls “The Street”, because we know our local market better than anyone. And here at The Keslo Group of Fairway Independent Mortgage we take our Core Value # 3 to heart!
How’s that you say? Chris Kelso, our branch manager is the king of social media. His posts are always funny. He’s always making silly videos of the staff. Recording videos of our referral partners dancing between commercials on our radio show “The Real Estate Rat Pack”. Then he posts them on Facebook. In addition, how many mortgage companies have a wrapped “Monster Truck”? Chris came up with a contest. If you post a picture of him in the “Monster Truck” driving around town onto Facebook, we send you a Starbuck’s gift card.
The Kelso Group has a signature “environment” to foster having fun. We design our offices like a home, makes sense since we our in the home-mortgage business! When you walk-in it’s like walking into a “Great-Room”. There is no reception area. Attached to our “Great-Room” is a lounge/bar, and kitchen. We have lots of fun events here for our clients and referral partners – sushi-making parties, football/baseball/basketball watching parties, birthday parties, happy hours, and more!
No one loves what they do more than we do – let’s have some fun!
Cary Michael Cox