The most difficult aspect of creating a positive customer service experience is correctly setting expectations and communicating thoroughly. It can't be done without a system and a team, and we have both. Buying a home is not something someone does regularly, for some it is the biggest purchase of their lives. The client should have a detailed consultation, know exactly what to expect and trust that the professional they've chosen has their best interests in mind and will steer them back onto the right course if something goes wrong. When we get to the closing table and a buyers tells me "there were no surprises, it went just like you said" I've received the biggest compliment I can get. I work with several local down payment assistance organizations to assist low income borrowers in attaining home ownership. I also serve on a number of local committees and actively participate in fundraising and volunteering for various local non-profits. We do offer a full suite of products from USDA, FHA, VA, Conventional, WHEDA and Portfolio products but I do work with local banks when necessary to achieve the best results for my clients. If I don't have the best product, I send them to the person that does. If I am known for a niche it would be VA loans. Over the last several years I have specialized myself in this field and my team is very familiar with this product that many loan officers refuse to touch. Working with Veterans to get them into their homes is something my team finds very rewarding. Guild Mortgage Company is an Equal Housing Lender, NMLS #3274 (www.nmlsconsumeraccess.org). Licensing information: https://www.guildmortgage.com/ | Loan Originator NMLS# 288316