Dear Maxine,

I would like to take this opportunity to personally thank you for all that you do.  You always go above and beyond the call of duty, demonstrate excellence in customer service and have always helped me with so much more than merely processing my loan.

I first met you back in 2001 when I learned that rates were lower than the rate that I had at the time. I had contacted numerous agencies prior to contacting Los Gatos Lending. When I finally made the call to Los Gatos Lending, I had the privilege of speaking with you. I immediately noticed the difference in customer service than what I had received from the previous agencies I had contacted.

You took the time to educate me on the entire process, recognizing that I was clueless, and it was evident you did it because you cared and that is who you are. Regardless of whether I obtained the loan through you or not, it was important to you that I understood what locking a rate meant, how the market works, etc. I sensed your sincerity and immediately decided to allow you to process my loan. I have never had a representative treat me with such professionalism and friendliness at the same time. Although I only dealt with you on the phone, I knew you always provided “service with a smile” because I felt it. Throughout the years I have refinanced with you on five (5) different occasions, each time obtaining a better rate and saving a lot of money.

Here I am seven (7) years later since the first time we met and just closed the best deal of my life with you. As you are aware, obtaining a home loan is a “big deal.” It is an extremely important decision one makes when deciding to obtain a loan/refinance, and for me personally, it involves a lot of trust with the broker.

Over the years you have allowed me to build that trust with you and demonstrated on many occasions that you put your heart and soul into yourwork and truly have the best interests of your customer at heart. An example is there were a few times that I was thinking about selling my home and purchasing a much more expensive property. When I called you to discuss it with you, you immediately told me that although you’d like to have my business you would not process the loan for me and explained why it was a bad time to make that move. Your advice always paid off.

Several months ago I had informed you of a project I had going on and that Iwanted to refinance my loan to get it completed. You advised me to waitbecause the rates were fairly high at the time and you would call me if/when they decreased. You called me in January to inform me that the rates had went down.  We both know that locking in a rate is like playing the game show “Deal or No Deal.” It is truly a risk, and one just never knows if he/she should take what is being offered at the moment or to wait and see if the next “case” is better. I trusted you to lock me in a rate, and knew that you were diligently watching the market for me. You further indicated that you had a sense the rates would go down and for me to be patient, that you might obtain a better rate. You once again proved how savvy you are in this field. The rates did drop and were at an all-time low for the time span of a few hours. You locked me into a much lower rate and saved me over $100 dollars in my monthly payment. Had you not acted as diligently as you did, within a matter of minutes, that same loan would have cost me over $10,000 in points.

They truly broke the mold when they made you Maxine. Not only do I consider you as my broker, but you have become a true friend over the years. Thank you for being you and I know if the rates get any better, you will let me know and I will once again have the pleasure of doing business with you. Keep in touch!

Sincerely,