NMP - December 2016 - 97


People and Process, we look
forward to significant growth in
2017 and in the coming decade

to help thousands of more
Americans experience the
dream of homeownership.

Jim Clapp is president and chief financial officer of
Starkey Mortgage, where he oversees the management of
all financial and accounting functions for the company.
Jim has more than 28 years of experience in commercial
banking with a focus on mortgage financing.

97

n National Mortgage Professional Magazine n DECEMBER 2016

Are you positioned
for growth in 2017?
As mentioned earlier, to thrive in

2017, companies must focus on
the Four P's: People, Process,
Products and Price. The first
step is to determine your
strengths and weaknesses and
build your 2017 plan around
maximizing your strengths and
filling in the gaps where
weakness exists. Focused on

NationalMortgageProfessional.com

and Twitter (23 percent). As
mortgage lenders engage in
social media, there are
creative ways to create social
media content that resonate
with homebuyers and loan
officers, while meeting
compliance requirements.
l Customer satisfaction: Each
loan depends on a referral or
previous customer review. A
good review cultivates
numerous additional loans, a
few bad reviews can kill a
business. Starkey Mortgage
is now working with
MortgageSAT which provides
direct borrower feedback
24/7 to receive live updates
on customer reviews. Of
course, the good reviews we
all love to share, but from
time to time most companies
get a bad review due to
outside circumstances.
MortgageSAT alerts
companies, which enables
top management to contact
an unhappy (dissatisfied)
customer very quickly. As
perverse as it sounds, we
recognize that a bad review
provides significantly more
value to the organization than
a good review as it draws our
focus to areas that need
improvement and will make
us a better company.
l Communication: As
companies continue to grow,
it's important to share
information so all team
members have an
understanding of the
company's goals and
reasons for changes that
affect the company and its
team members. We recently
revived the monthly company
newsletter, hiring an outside
source to interview selected
team members and create a
new edition each month. The
newsletter shares the
company's leadership
message, features team
member and branch office
profiles, business tips,
community involvement, new
hires and anything else of
interest that brings the team
together.


http://www.NationalMortgageProfessional.com http://www.aag.com/wholesale http://www.aag.com http://www.aag.com/wholesale

Table of Contents for the Digital Edition of NMP - December 2016

Contents
NMP - December 2016 - Cover1
NMP - December 2016 - Cover2
NMP - December 2016 - 1
NMP - December 2016 - Contents
NMP - December 2016 - 3
NMP - December 2016 - 4
NMP - December 2016 - 5
NMP - December 2016 - 6
NMP - December 2016 - 7
NMP - December 2016 - 8
NMP - December 2016 - 9
NMP - December 2016 - 10
NMP - December 2016 - 11
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NMP - December 2016 - Cover3
NMP - December 2016 - Cover4
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