Dear Loan Officer: Creating a Great Culture

Dear Loan Officer,

The way that company culture manifests differs by job, but the general consensus is that culture either governs the rules, or is the rules – which predicates the expectations of behavior in a workplace.

We can all agree that things. go. wrong. It’s amazing how many people you help, and things can still go awry. Guiding principles is something we use at our office, which is called our Rules of Play. Systems or rules like these, help to guide us during stressful times (or times when realignment is needed).

Rule of Play #2 – Communicate good news or bad, proactively and with a proposed solution.

It can be an appraisal that comes in low on a refinance, a lock we forgot to make and the rate got worse, or a customer that didn’t hear back from you. But the truth is, our customers see us as their partners. We’re in this together, and so ripping the band-aid off, so to speak, is better done quickly, and as painless as possible.

I don’t know who needs to hear this today, but Deliver The News.


What news do you have today, that you might need to deliver?


About Trevor Hammond

As a veteran of the mortgage industry, Trevor Hammond is the co-author of "Borrow Smart, Retire Rich," a Certified Mortgage Adviser and a founding Faculty Member and Contributor to the National Institute of Financial Education ( And he has provided thousands of homeowners with the clarity and confidence to make smarter decisions when it comes to their mortgages and money. In 2013 he launched an entirely new kind of mortgage company: Aspire Mortgage Group, which is committed to educating and empowering homeowners to increase savings, eliminate bad debt, and safely increase net worth. The specialized group of mortgage professionals at Aspire Mortgage Group have redefined what homeowners should expect from a mortgage company. To learn more about Trevor Hammond and our team of mortgage advisors please visit our website at or email Trevor directly: Aspire Mortgage is a Sierra Pacific Mortgage Partner.
This entry was posted in Uncategorized. Bookmark the permalink.

Leave a Reply