@Kate Glassman I'm surprised you didn't get a response here! You will likely get a different response from everyone however this is the way I look at it:
TLDR: How do I buy a house? Crying. Keeping up with the Jones'. Educate and advocate.
Imagine you want something, something big (like a house as a FTHB), but you don't know how to get it. The first thing you do is download an app and see all the pretty houses with their pretty pictures. You scroll down, and you see an agent's mug and a phone number. Not knowing how to get the home and without any knowledge, you call that agent thinking they can help you because this is the first face you see. You soon realize that you need to get pre-approved from a lender so you can determine your maximum purchase price. You say, "who do I call about that?" to the agent because they are your only point of contact in the industry.
Because you talked to the agent and you feel comfortable with them (not that they are exceptional communicators, but instead because you don't know the difference between a good and bad agent), you then call the lender/broker that the agent suggested. Reminder this is likely the biggest purchase you will ever make in your life. This is your home - you are emotionally connected to it and, according to a recent poll, you will likely cry when you get the home. This event will mean so much in your life and you will talk to your friends and family about it. With the talking to friends and family about it, you will start throwing out numbers related to interest rates, fees, and purchase prices. And your equally uneducated friends will tell you things like:
- that's a bad rate
- I got this rate (not understanding they paid $8k in points to get it)
- This person took care of me/didn't take care of me
- This company is garbage and didnt answer my questions or didn't communicate enough
At this point, you might get apprehensive and feel overwhelmed and stressed about the home buying process - not to mention being influenced by your friends and family with their incorrect and misinterpreted information. The number one complaint I hear from buyers is that there is too much paperwork. "I have to give you my tax returns?!" The number 2 complaint (actually a comment) is "my neighbor/friend/family member got this interest rate." You and I know rates and terms are solely based on each individual's financial profile, including their income, assets, credit, debts, the subject property, and their veteran status. And everyone's financial profile is unique, resulting in unique rates/terms/etc - like a snowflake.
Here's my point: You have to have the initial call with the home buyer and gauge their level of education on the home buying process and quickly fit their needs. They may be influenced by information from their neighbor, they may have a realtor telling them some BS, they may not understand how you get paid or how the agent gets paid. A good LO will educate their client where they need to be educated so that they are protected. It's our job to protect their best interest and get them the deal that makes the most sense for them financially, even if that means it's 1% higher than what their sister got.
You need to take the lead here, and you need to be their advocate (even if they are difficult) and protect their best interest while still moving the deal along. If they feel like they were taken care of and are fully educated on the loan, you will have a fan for life and they will refer other clients over to you.