The Little Things That Matter

Written By: John Hoxsey
Certified Master Loan Processor (CMLP)

“Champions are champions not because they do anything extraordinary but because they do the ordinary things better than anyone else” - Chuck Noll

I recently read Tony Dungy’s book, Quiet Strength. One of the cornerstones of his success philosophy is that his team will learn to excel at the little things. This philosophy translates well to the processing landscape.

Sometimes, to make progress, we need to get back to our roots and remember the basics. If we execute the basics day in and day out it will become second nature to us. Then, when the heat gets cranked up and the volume starts to increase, we will know exactly what to do.

To paraphrase Coach Dungy (wording changed for processing):

We can easily make excuses when the workload seems to get out of control.

· I have too many files to keep up
· My phone won’t stop ringing
· The market keeps changing
· Guidelines change every day
· I am inundated with newbie loan officers

All of the above excuses are great and we could use any of them quite easily. However, our goal is to run an efficient processing department, and excuses are not an option. We should expect to maintain our standards, and, among other things;

· Be Professional
· Respond to adversity; don’t react
· Be on time. Being late means either it’s not important to you or you cannot be relied on.
· Execute. Do what you are supposed to do when you are supposed to do it. Not almost. All the way. Not most of the time. All of the time
· Take Ownership.

Whatever it takes.
No Excuses, no explanations. - Tony Dungy

If we can apply these attitudes to every situation we encounter at work then we can take our monthly closings to the bank (no pun intended).

I firmly believe that our attitude shapes our business. When you focus and take these things to heart, I guarantee that you will get more done in an 8 hour day than most people get done in 3 days, leaving more time for the important things, like family.

Remember - Your reputation is your business.

Happy Processing!!!

About the Writer. As one of NAMP's volunteer writers, John Hoxsey is currently a NAMP member in good standing and is a NAMP Certified Master Loan Processor (CMLP). If you would like to become a volunteer writer for NAMP, please email us at: blog@mortgageprocessor.org.