The Mortgage Manifesto is a living breathing document. It is the public declaration of the policies and procedures followed by the Nolan Matthias team. These are the rules we live by and the guiding force behind how we run our business, and how we interact with our stakeholders. A stakeholder is defined as anybody who has an interest of any type in our business. This may include but is not limited to other mortgage professionals, realtors, lawyers, appraisers, lenders, and of course our clients. This document incorporates our values, beliefs, and minimum standards of business.

1. We will be available whenever the client, the realtor, or any parties involved need us. If we are not available, somebody else will be. Days, evenings, weekends, this is the biggest transaction of the client’s life, there is no room for error, and thus availability is key in order to get the job done.
2. Realtors and customers will be continuously updated on the progress of their deal. Whether by email, phone, fax, or any other means necessary, all parties involved will constantly be aware of what progress is being made.
3. In accordance with the previous point, there should never be a need for any party to have to follow up on an issue. If someone has not heard from us, it is because we have no new critical information to provide. All parties will know anything and everything as soon as we do.
4. Time management is key in the process of getting a mortgage. Tasks will be handled based on an assessment of their importance and urgency. The most important and urgent tasks will take priority.
5. While there is a standard set of expectations for every client, each client also has their own individual needs and desires. The client’s individual expectations shall first be discovered, and subsequently exceeded.
6. Every time the phone is answered it will be done so in a courteous manner and with enthusiasm.
7. Every deal will be reviewed daily until it closes to ensure that expectations are being met, and that no unexpected obstacles arise.
8. One day a week will be dedicated to receiving feedback from our business partners and improving our systems. At no time will we settle for mediocrity.
9. Communication with our stakeholders will be frequent and clear. We recognize that good communication is essential to our business.
10. We will remember first that a transaction is not about our income, but about our client’s ability to attain a home. As such, we will act in the best interest of the client at all times.
11. No one cares to deal with someone who is constantly in a state which brings down others. As such, we will maintain a positive outlook throughout each day.
12. There will be times when a client will have a busy schedule, or not be able to meet us in a place that may be convenient. In such a case, the convenience of the client will take precedence and we will travel to them.
13. When conducting business, the sole focus will be that business. Distractions cause mistakes, mistakes cause anxiety, anxiety breeds negative thoughts and experiences, negative thoughts and experiences cause a mutually destructive relationship. We will avoid this at all costs.
14. Our function is to create clarity not clutter. Whether that be in the minds of our clients or the environment we work in, we will keep organized and consistent.
15. We will work with our stakeholders so that they do not have to worry. The goal is to have everyone involved not to have to worry about whether or not their transaction is being dealt with properly.
16. Again, our clients come first. If we are not doing what is in the best interest of the client, we are not doing what is in the best interest of our organization as a whole.
17. We will deal with the circumstances dealt to us, good or bad, with equal attention and care.
18. We will manage our time and resources efficiently. Doing so is essential to our success, the success of our stakeholders, and our clients.
19. We will develop a team of preferred partners. These partners will become our primary network which services will be referred to. We will only refer business to those who share our philosophies and meet our minimum service standards.
20. We will associate only with the best and the brightest. We have no use for users, fraudsters, or the intolerant.
21. We recognize that we are a small part of a very big industry. As such, we will not let our ego get in the way of our own success or the interests of our stakeholders.
22. Our philosophy is simple, to provide a level of service that is tuned to each individual who we deal with. There is no such thing as a high level of service that is not specific to each customer individually.
23. We will choose not to take a stakeholder frustration personally. A real estate transaction can be a highly stressful event, thus we need to understand that venting is not necessarily directed at the receiving party.
24. The difference is in the details. It is important to make sure that we analyze every aspect of a transaction carefully. One small omission can be the difference between someone acquiring their dream home or losing it forever.
25. Remembering names is often difficult, yet is extremely important. Thus we must make every effort possible to remember the names of those who we deal with.
26. While we will always be courteous and polite, we will not be pushed around. Principles are principles, and they are non-negotiable.
27. Each and every day we must do something towards improvement.
28. We will be honest, patient, understanding, and modest.
29. Good deeds and assistance from our stakeholders will be recognized.
30. Even in the hottest matter, we will be cool. We will not get frustrated, angry, or obnoxious.
31. We will work to keep our bodies and mind in optimal condition, such that these factors do not detract from our business.
32. We will choose to view all events in a positive light. We will not let emotions control us.
33. How to Win Friends and Influence People, by Dale Carnegie will guide our interactions with people. There is only one truly effective way to live our life, and that is with respect and understanding for all of those around us.
34. We will treat every opportunity as a learning experience. Anyone who is not willing to learn is stagnant. We will not let our personal ideologies or ignorance guide our business dealings. .
35. Since we will be judged by the caliber of our communication skills, we will take every opportunity to improve them.
36. When we meet someone, we will direct our full attention towards them. We only have one chance to make a first impression, we must use it wisely.
37. We will act in a manner that leads, not follows. Everything we do will be done with the intent of portraying ourselves as the leaders in the industry.
38. By giving we shall receive, thus it is less about what our stakeholders can do for us, but what we can do for our stakeholders.
39. Self discipline is a must, without it not only can we not rely on ourselves, but others cannot rely on us either.
40. Weaknesses are little more than an opportunity to create strengths. We will hone our strengths and become masters of those talents.
41. We will make every effort to improve our training. Through listening to great speakers, reading great books, and learning from others, our skill sets will be constantly improving.
42. The envelope of our abilities will constantly be pushed. Not such that we stress ourselves beyond capacity, but in order to improve our services on a consistent basis in order to serve our clients better.
43. If a client is unable to attain a mortgage, we will take on the roll of financial coach in order to help that client become capable of buying a home in the future.
44. Our goal is to not only retain the client as our own, but to help our referral source retain it as well. As such we will help our referral source do so by helping to keep track of what is going on in our client’s lives.
45. Our attire will reflect professionalism. Remember, a client never wants to deal with someone who does not look the part.
46. We will constantly be in contact with our stakeholders. We will never forget about those who hold an interest in what we do.
47. Our lifestyle will remain balanced, and we will practice moderation. Being a part of the team is about more than just making a whole lot of money.
48. Effective time management allows us to do more for our clients. Being organized is not just about the effect it will have on us personally.
49. We will never take one source of information as gospel. It is important to understand that there are many qualified people who have diverse opinions. We must develop our opinions for ourselves, based on our own research and diligence.
50. Every client comes to us deserving of the same service, rate, etc. The client’s circumstances will determine where things go from there.
51. Our relationships with the people we deal with will constantly be cultivated.
52. We only think negatively because we choose to. We have choice in all matters of emotion.
53. Reputation is everything. We will not let it be tarnished.
54. We will keep our stakeholders best interests constantly in mind.
55. Recognize that no one is free of weaknesses. As such we all have things we need to improve on. The difference between those who are successful and the rest of us, is that those who are successful act with the purpose to improve.
56. Complaining only takes you off of your planned course of success.
57. If you look for flaws you will find them.
58. Office politics and gossip will be avoided at all costs. If you have a question about what we do or what is going on in our office, then ask.
59. We will be recognized as highly competent experts in our field. This is not about the income; it is about the industry as a whole.
60. We will be actively involved and recognized in the real estate community.
61. Our business will be recognized as world class.
62. We will develop and maintain a vast network of associates and friends to meet our goals. As such, we will also use that network to assist those who are worthy around us to become more successful as well.
63. Not all mortgage professionals, realtors, and appraisers are created equally. We will not be held back or lumped in with those who believe a class three driver’s license is enough of an education to handle the most important transaction of someone’s life. Thus our team will be extremely well trained, well educated, and professional.
64. We will not settle for the current industry standards. We will set the bar high for those around us.
65. In conversation we will listen more frequently then we speak.
66. Our commitments will never be taken lightly. When we say or plan to do something, we will do it.
67. We will never give up on a deal that is possible. We will however bow out gracefully if it is not.
68. We will assist our stakeholders in understanding our business through one-on-one, or group sessions.
69. The more knowledge we have, the less fear our clients will have. The same goes for our stakeholders. Therefore we will continue to develop our knowledge of the industry.
70. We will always be positive and inspirational.
71. We will seek advice from leaders in the industry. Additionally we will share what we learn.
72. We will not waste time on activities that are of no value to us.
73. We will only speak the truth, dishonesty does not breed good business.
74. Stress is not a bad thing, it allows us to perform at a higher level when we use it to our advantage. Too much stress however is not beneficial to anyone. We must maintain balance with our tension.
75. Our goals will be set high and met. If they are not met they are unrealistic or we simply did not work hard enough. Option two is not an option.
76. We will not interrupt while others are speaking.
77. Our anger will never control us.
78. The answers are always out there. Thus there is no reason to make things up, and there is no reason not to be able to answer a question. We will search for a reasonable answer until such time that we find it.
79. Excellence is not an act but a habit. We will not act rightly because we are excellent, but will be excellent because we act rightly.
80. We will learn from everyday individual experiences, and apply those lessons to tomorrow.
81. Anything that has been achieved in the past by others can be modeled for our own purposes. Thus if it has been done, we can also do it.
82. We will be the builder of community. Our goal will be to bring industry members together, not to tear them apart.
83. A small setback will not affect the outcome of the deal. It will simply be dealt with. No questions asked.
84. We will be known as those who go the extra mile.
85. What we look for we will find. We will fully expect to be successful and thus will be.
86. We will constantly explore the real estate industry, looking for answers and new opportunities.
87. Our clients will constantly be in contact with us. We care about them, and thus will treat them as such.
88. We will remember and use a persons name when we speak to them.
89. When we are in the presence of a stakeholder, we will be completely in their presence. There will be no daydreaming, distractions, or answering the cell phone or blackberry.
90. We will add tremendous value to all that we do.
91. Ideas are just ideas until they are acted upon, thus we will never leave the setting of a developing idea without doing something towards its achievement.
92. We will without question, 100% of the time be punctual.
93. The power of opposing opinions will never be dismissed. These opinions are always learning experiences and the chance to develop our own ideas further.
94. We will simply be more thoughtful than others.
95. Everyday we will push ourselves a little harder and a little further.
96. We will have complete control of our reputation.
97. We will never let personal differences get in the way of doing what is right for the customer.
98. The difference between those who live a life of mediocrity and those who are successful, is that successful people do the things they may not necessarily like to do because they know it must be done.
99. We will ensure that our goals align with the goals of our stakeholders.
100. Our integrity will never be allowed to come into question.
101. We will personally meet with at least five stakeholders per week with the only intention being to improve our relationships with them.
102. Our pocket organizer will guide our day, such that our schedule is never in question.
103. We will be among the most trustworthy people in the industry.
104. Added value is a necessity in this industry. Selling rate, service, experience means little. As part of the Nolan Matthias team our efforts will be focused on helping our stakeholders build their business. We will provide, where necessary, sources of lead generation and business advice to our business partners.
105. Our referral sources should be able to send us a deal, and not have to worry about it. They should always be able to trust that the deal will get done and they will not be bothered with the details. If it is not possible for the deal to get done, then the referral source will know as soon as we do.
106. We will not deal with those who suck our energy. Thus if a stakeholder is creating problems for us on a regular basis, they will no longer be a stakeholder.
107. We will always do everything in our power to make sure that the client is taken care of in the best way possible.
108. Our goal is to be a leader in information, service, and standards in the mortgage industry.