Mortgage isn’t quite like any other business. On any given day, we’ll help a young family buy a home in which children will grow, or enable someone to tap into their home’s equity and send a scholar off to college, or get an empty nester a home loan refinance so they can remodel their home for sale. Homeownership is inextricably tied to the American dream.
At Pacific Union Financial, we believe that what we do matters. So we want to do it right.
Our Founder and CEO, Evan Stone, has seven core principles he uses to guide not only his own decisions, but our company as a whole. We’re sharing them so you can see how and why we do what we do.
Look for opportunities, not excuses. We should always challenge bureaucracy and inefficiency, and should never be afraid to ask questions.
Knowing what to expect at all times is the essence of every great brand. We should not have anything to hide; and, we should communicate frequently to internal and external customers – on status, opportunities, issues, strategy, leadership and more. Always set expectations for your customers.
Everyone should know who is rockin’ it – and everyone should know how to emulate them. You should know your performance compared to your peers. We will reward success and will provide metrics, measures, and dashboards to offer transparency to this process to help you excel. Always meet expectations you set for your customers.
Slow teams DO NOT WIN! Act like a startup – press forward; be agile and resourceful. Don’t let perfection be the enemy of the good: deploy a good solution, then focus on continuous iteration and improvement.
Find creative, smart solutions to difficult problems. Question current processes and rules for a better way, and look for unique opportunities to improve your customers’ experience.
FOCUS ON THE EXPERIENCE
Successful companies focus on every customer interaction and touchpoint to create a positive, memorable experience for those customers. Make it easy for your customers. Remember, your customers’ perception IS your reality.
HIRE ROCK STARS
We ARE the Rock Star Mortgage Company. You’re here because you ARE a Rock Star! We want other rock stars like you, and we won’t settle for anything less than the best.
And there you have it. What motivates us to keep doing our best for each other, for our borrowers, and for the industry. We hope this provides you with a little insight into just what makes us tick.