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If You Can’t Say Anything Nice

The borrowers were grousing about the exceedingly crappy service they received from their lender throughout the refinance process. It seems the mortgage rep was abrasive and the processor was forgetful. Things took way too long, mistakes were plentiful, and more than one comment was borderline insulting.

Yet at the closing, when they came to the “Please Rate Our Service” questionnaire from the lender, they  checked off only the boxes marked “Excellent” and “Very Satisfied.”

I must have looked a bit quizzical, so one of the borrowers explained, “If I trash them, a supervisor will probably follow up. That’s more wasted time. And if I tell the whole truth, someone will get fired. And the person who’ll get fired knows where I live.”

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