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The mortgage industry does not move in unison, unlike some groups. (You’ll need sound.) But consistency is important. For example, Starbucks fans can be pretty much assured that the water that goes into the coffee, regardless of location around the world, will taste the same due to the filtration process, and brew a uniform product. Can you say the same about your originators? As a quick aside, STRATMOR offers a secret shopper program and senior advisor Brett McCracken said a lack of consistency is one of the most common findings from the program. “We recently shopped the same lender ten times with the same two scenarios. Besides the logo in the signature block of the emails we received, not much about the experiences overlapped. From how the originator approached the call to the advice we received to the follow up, it was all over the experience board. We can usually tell why one originator funds eight units a month and their colleague in the same office funds two based

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