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”!
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!
Humility First is the number one “Core Value” at Fairway Independent Mortgage. We have ten of them and live by them.
The 1st Core Value is “Humility First”. Humility First is the essence of Fairway Independent Mortgage. It has to be part of your DNA to be “on the team”.
Here is an a real-life example of how not to show humility. This person did not demonstrate Humility First.
We had an small party at our house for the Super Bowl.
When they showed the Atlanta owner leave his box and go to the sideline already celebrating at the end of the 3rd quarter, I told everyone, “that’s it – the Patriots are going to win this game.”
Of course everyone asked why do you say that? To which I replied, “See the coach already on the sideline, he’s violated Core Value #1 he’s not showing humility.”
One of the mom’s said, “Do you really believe that?” My reply, “Yes mam, God expects us to be humble, especially in victory – anytime you lack humility and get out in front of yourself, God has a way of putting you “in check”. I don’t know if she understood my hockey reference, though she clearly understood what I meant.
There was absolutely no doubt in my mind that the Patriots were going to come back and win the instant I saw that.
Atlanta was put “in check”, I wonder if the owner even realizes what happened.
Showing “Humility First” is important in both victory and defeat. It also keeps you from getting out ahead of yourself, keeps you grounded, and makes you a better person.
We are taught at Fairway to have Humility First in everything we do. It is our most important core value. Humility First is the fabric of who we are in business.
Humility First is all about being humble, hungry, and smart.
Cary Michael Cox