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phone fun
Old 06-28-2019, 11:16 PM
bankworking bankworking is offline
Store Manager
Join Date: Feb 2009
Posts: 686
Default phone fun

Customer is doing an home equity loan, and we need a walk through appraisal.

I call, customer picks up, and I go over the application details, verify he's good to proceed, let him know I'll be requesting an appraiser to call him to set up an appointment to view his house. I verify this number I am calling is the best number to reach him. There is no alternate number. Customer is retired and does not use email. As always, I warn the customer that the appraiser will be calling from a work cell phone number, and will call within the next 48 hours.

All is good. I think.

Few days later, the appraiser contacts me. The appraiser has tried to reach the customer multiple times. There is no voicemail to leave a message.

So I try to call the customer.
Customer picks up.
I explain the appraiser's difficulty in reaching the customer.
Customer tells me he doens't pick up for numbers he doesn't recognize.
Since I know the specific appraiser now, I give the customer the appraiser's number.

Appraiser tried to contact again.
Customer does not answer.

I call the customer again. He didn't want to answer because his phone marked the number as unknown. The number I already told him was the appraiser.

Fine. I ask the customer if he can call the appraiser at the phone number I gave him then. Customer agrees.

A couple of days later, the appraiser lets me know customer has still not called.

I call customer again to ask about this.
Customer tells me "I thought the appraiser was going to call me."

Okay, how about this. When are some good date/times for you? I'll reach out to the appraiser, coordinate his schedule with one of those date/times and call you back to confirm.

Customer: Oh, just have him come by whenever. I'm always here, and I'll just let him in when he shows up.

This works.
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Old 06-28-2019, 11:54 PM
Dragon_Dreamer's Avatar
Dragon_Dreamer Dragon_Dreamer is offline
Join Date: Jul 2006
Posts: 326

Until the customer calls the cops because "some stranger" showed up at his door...
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Old 06-29-2019, 05:19 AM
earl colby pottinger earl colby pottinger is offline
Area Manager
Join Date: Feb 2007
Posts: 1,698
Default And

Starts calling you demanding why he still does not have the loan.
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