October 14, 2015

Asking Early, Always and Often What Your Customers Want

Asking Early, Always and Often What Your Customers Want

Amazon has changed customer service for mortgage finance and other industries. Rated tops in recent customer polls, Amazon is laser focused on what its customers want and continually beats customer expectations for service.

In a new Executive Perspective, Dave Lowman, executive vice president of Freddie Mac's Single-Family Business says you can tell which lenders have an 'Amazon-like' drive to serve customers by visiting their offices.

"Their CEO, top executives, and employees come to work thinking the same thing: how many customers can I reach today and how many of their problems can I solve?," Lowman says. "And they don't leave for the day until every call they received is returned. Customer service is not just something new employees are trained to do. It's in their culture's DNA. It's something you can feel because it's continually reinforced by the way co-workers, bosses, and senior executives act."

Given his experience as a Freddie Mac customer for 25 years, Lowman says Freddie Mac is now asking customers "early, often and always what they want…Our customers tell me they are noticing the change. That's good but we still have a ways to go. Delivering top customer service is like running a marathon."

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