In the mortgage industry, many of us carry a story that still lingers—a difficult transaction that taught us more than any textbook ever could. These experiences often remain vivid, and the emotional weight they carry can feel as fresh today as it did then. While success stories are inspiring, the challenging moments are often the ones that shape us the most.
Early in my career, I had an unforgettable experience with a young couple who came into my office, excited to purchase their first home. They had two small children, and their sales contract had been accepted contingent upon financing. They were ready to move forward and filled out a mortgage application with me that same day.
After pulling their credit report, it became clear they had low scores and several credit issues. This was before the days of automated underwriting systems (AUS), so we relied on manual underwriting. I explained that I would proceed with the application and submit it for review. When asked about their chances, I cautiously said it was “50/50”—a phrase I would later come to regret.
Weeks passed. Unfortunately, the loan was denied. I was devastated. That night, I couldn’t sleep, knowing I had to deliver the bad news. What struck me the most was that, in their minds, they had heard only “50% approved.” Emotionally, they had already moved into that house, picked out their children’s bedrooms, and envisioned a new chapter.
Breaking the news was incredibly difficult. But from that moment forward, I became much more intentional with my communication. We immediately began working with the couple on credit repair and financial counseling. Several months later, we were able to successfully restructure their loan and help them achieve their dream of homeownership.
While the initial outcome was disappointing, the experience taught me invaluable lessons. I learned to avoid using percentages or uncertain language that could lead to misunderstandings. I developed a deeper understanding of how to communicate with clarity, empathy, and professionalism—skills that have stayed with me throughout my career.
I hope this story serves as a powerful example of how we grow not just from our wins, but from our stumbles. These lessons form the foundation of integrity, resilience, and effective client communication in our profession.
