Please, Thank You, and Rice Krispy Treats

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

It’s amazing how far the words “please” and “thank you” will take you. They are so simple, yet so often, forgotten and neglected.

Everyone wants to feel appreciated and respected. This is especially true in the working world, where, so often, people feel exactly the opposite.

I used to work with a, shall we say, “grumpy” girl in the closing department of my company. Every file that you brought her, everything that you asked of her, was a “pain in her neck”. The typical reaction from her any time you asked her for something, like simply, closing your loan, was the rolling of the eyes, the huffing, the grumbling, and the “NO, I can’t get it out today, or tomorrow, and I’ll let you know when I get to it!!” response.

Now, anyone’s natural reaction to such a difficult person, is to shoot darts right back. After many months of that not working, I decided that maybe another approach might be a better idea. It certainly couldn’t hurt.

So, I started making it a point to talk to her when I didn’t need something. I took a genuine interest in asking her how she was doing, and complimenting her on her outfit, etc. This promoted conversation, through which I discovered that her favorite treat was Rice Krispy treats. So, every now and then (again when I didn’t need something), I would deliver a Rice Krispy treat to her desk.

Now this simple act said a lot of things. Not only did it tell her that I cared about her enough to listen and remember what she told me, but it caused her to see me, not as the enemy, but as a friend, and I learned a valuable lesson which I have continued to this day.

Here are some key points to remember:

1) Everyone wants to be respected and appreciated
2) They won’t feel that way if you don’t make the effort. People can’t read your mind.
3) People want genuineness, and can see through phony, so if you aren’t genuine, don’t even try it…..it will only make things worse.
4) Never, never, never, use these techniques when you need something. You must make this effort with people when you aren’t seeking something from them.
5) This can and should be implemented, not only at work, but in all our relationships. You will be amazed; not only at the results, but at how much happier you become yourself!

So, try it with your LO’s, AE’s, underwriters, closers, bosses, friends, enemies, relatives, spouses, and everyone that you come in contact with. It takes barely any effort, but the results are too much to measure!!

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.