Hope you're having a great summer so far.  I'm back from my vacation and ready to rock and roll with stories and musings about customer service!  I've learned so much while visiting Hawaii and Miami, and I'm excited to share my experiences with you.

Meanwhile, I've completely forgotten about posting the July 11th edition of the Customer Service Carnivale, so I've decided to postpone it until next Monday, August 1st.  If you would like to include an article in this next edition, visit: http://blogcarnival.com/bc/eprof_43587.html.

I was talking to a neighbor the other day about the real estate market in San Diego and how things are starting to look up. I’ve been out of the loop for awhile since I decided to let my real estate license expire and follow my real dreams (writing) instead. However, the real estate/mortgage industry debacle of a few years ago still lingers in the back of my mind since many of my friends were affected by it - especially those who were talked into taking out mortgages they couldn’t afford. It makes you a little leery of who you do business with.

A quick Google keyword tool search shows me that the phrase “refinancing home loan” is receiving 27,000+ searches monthly, which means that people are still looking for help with their home loans. Hope and trust in the banking industry still remains despite all the drama we’ve been through. We like to think that there are still people and companies in the industry who are honest and looking out for our best interests.

Trust has become a big factor when doing business nowadays. Flashy web design, fast talkers, and the promise of riches and security just won’t cut it anymore. When it comes to the mortgage industry, people want to know that you understand them. They want to know that you genuinely care about them. They also want to know that if there is a mistake, you are going to own up to it. Going above and beyond is now a standard and expectation.

What are your thoughts about the mortgage/banking industry? What can businesses do to provide the best service?