One of the most significant creations or projects I’ve envisioned is a self managing mortgage team and brand. To define this, here is what I mean by a self managing mortgage team: a team that would allow me to go on vacation for 4 weeks straight with no inputs from me and where the team manages everything that comes up in that time. You may ask, that seems arbitrary?! Why do you care about a no interruption vacation? Shouldn’t our lives be whole where we are not two people inside and outside of work, we are not trying balance life and work, but where life and work are sort of the same thing when we do it right? Also, why 4 weeks?
Remember, what I’ve envisioned as a creation, something I would love to create for myself and the world, doesn’t require any justification whatsoever. It doesn’t need to meet acceptable societal standards. In fact, what I create will be so much bigger and better when I can’t easily explain/justify in a conventional way why I’m working towards this new goal. It will be so much bigger and better when it’s a vision or insight comes from within and that’s the only reason you’re going ahead = you would love to see it created. So that’s the starting point for whatever your own heart is drawn to; no justification required – better without any justification; and it’s the same for me. I’ll discuss drawing these visions or inspirations out from within in another post at some point.
That being said, all these creations/projects are intended to reorient my life to starting with life design, and working backwards into work design. As far as I can see, most of us unintentionally shape our life around our work, but my approach here is fundamentally different; and sort of opposite and intentional. Since I want to live my life everyday with more and more time freedom, there are sort of two paths I can see for myself (although I’m sure there are more possibilities I don’t see at this stage/time):
1. Sell the house, move the family to a much cheaper place to live and basically become instant scorched earth FIRE (financial independence retire early); one or both of us (me and my wife) quit our jobs and we do whatever we want, every day, forever more. (fewer lifestyle options)
2. Deliberately build a business, team and brand of my own over the next several years doing something I enjoy, where I can provide value, that will at some point provide the time freedom as well as the financial freedom to live however we decide. This option is also full of learning and satisfies my growth mindset. (more lifestyle options)
Although no justification is required, the vision for the business has a lot more meaning and depth. Let me expand:
In thinking about this, I really tried imagining a very best case scenario, thinking specifically about the kind of work I do now that brings me energy. What’s the most fun part of my day? That was easy: connecting with customers on a personal level about their lives and their situation, not just their mortgage needs, and then helping them navigate the mortgage process and offering them a great rate they feel good about when comparing rates. Basically connecting and solutioning; essentially, the time spent on the phone with the customer, especially early in the process.
Okay, so how can we get more of that and fewer unanswered voicemails? The answer that came to me was that I need to build my own brand, reputation, perspective and framework that really paints a new picture for the customer, that builds trust by default and implements systems that consistently live up to the high expectations that are set.
And while we’re at it, why not re-envision everything including adopting a new focus that is not on profits, but a focus instead on delighting and inspiring the customer and sustainably paying agents well; the structure of employee and employer relationship; becoming an inspiration for our customers and our employees alike (walk the talk within and without the business). In other words, why can’t the new orientation, the new life I’m building for myself become the catalyst for inspiring all employees to do the same, and inspiring customers to do the same.
I’m working toward building sustainable systems where there is lots of redundancy and capacity to support our customers and delight them. Again, just like the “life plan first, work plan second” situation above, I’m starting with the outcome I want for the customer and then building mortgage systems for our team that will allow for that outcome on purpose from the outset.
As concrete examples:
1. One documentation officer per agent would mean the turn arounds for that agent would be way quicker, and also way quicker for the customer.
2. For reimagining employee employer relationship, could be looking to the ROWE model (Results Only Work Environment) which would allow for much more autonomy (freedom) for employees of the team.
3. Capitalism has been a powerful tool in our evolution that has brought richness to the whole world over the years. But when you look at the way so many of us grind to the benefit of our careers and our strictly for profit employers, only to compromise considerably with the quality of our personal lives, it feels self evident that capitalism could use a shift in how it leads the employer employee relationship (as well as other shifts not discussed here).
Some US states have a designation for a low profit limited liability companies (corporations) where the organization is powered and sustained by profits (unlike a non profit), but not focused on them, focused instead on whatever social good they provide first.
Our social good (or first priority) would be 1. Absolute delight of the customer by way of exceeding expectations consistently and inspiring our customers 2. A workplace unlike any other mortgage shop (I don’t believe what I’m creating exists, if you’re mortgage shop is like what I’ve described, please reach out so we can collaborate). A mortgage team where employees lead lives directed from within for each of them AND where the relationship with the employer and colleagues is one of driving this vision together for the good of all (big vision).
These are still ideas at this stage, as it’s just me still for now.
What would be really cool, is for there to be a path to eventually harnessing the creations/projects of our team members to further inspire customers, and create more opportunities for collaboration.
I know it sounds ridiculous, but with the right trust built from the outset, and us working towards this big vision, I really do believe we could convert our leads and referrals at an unprecedented rate, between 60% and 85%. Which would in turn free up much more time for the team to help new customers, servicing existing customers. Overall it would help pair down the time required spent prospecting and again delivering on a promise of tremendous service that’s significantly more effective than any customer would really expect from this industry in general (again delighting the customer, blowing them away, not with what’s expected, but way beyond).
It’s important to note that Ratehub has done so many amazing things to date(way too many to name here). These tweaks or changes would build on Ratehub’s strengths. This is why working with our team will be an absolute satisfying joy, as you’ll be getting the human connection and service of a small business, with the rates and technology and power of an industry leading giant.
What would you love to create? (write it down somewhere)