1. UNRESPONSIVE LOAN APPLICANTS Caroline Morrison and Erica Boden

2. Network Assuming that you have networked and made initial contact Follow up Explain company and partnership Give clear expectations to client Paper work How you will contact them

3. What are Reasonable and Unreasonable Expectations? Missed meetings Missing paperwork Stops making payments

4. Be Flexible Do not have unreasonable expectations Remember that successful business owners are busy Focus on developing a partnership, not perfection Be understanding and work with the client

5. How Do You Handle Each Scenario? Missed Meetings Missing Paperwork Stops Making Payments Unreturned phone calls Extended time lapses in contact

6. When Clients Miss a Meeting Call them to see where they are/were Be flexible yet responsible Reschedule

7. If They Miss Again Don’t write the loan Case by case basis Responsibility is important Don’t want to write a loan to someone who does not hold commitments

8. Case Study Marion Man missed three meetings All good excuses but never called before Didn’t write the loan

9. Missing Paperwork Be lenient Can be challenging to get some of the paperwork Inform the client that loan cannot be underwritten until all paperwork is in This does not mean irresponsibility Note timeliness Loan Officer Report

10. Case Study Kenny Had to wait on bank statement It took him a week, but he submitted it Continued to follow up with email correspondence Did not effect loan decision

11. If Client Stops Making Payments Order of who Contacts Loan Officer Collections

12. How to Contact Phone Call Email Facebook Relatives House Visit

13. Once you contact them Be kind No need to be demanding, they will already want to fix the problem Remind them of Partnership Be willing to negotiate

14. Preserving Partnership Work out a short and long term solution THE MOST IMPORTANT PART IS THAT THEY ARE STILL MAKING PAYMENTS offer to waive late fees Make their next payment on time Attend an academic seminar

15. Give instructions for the future Reminders It’s better to adjust payment plan before payments are missed, than after Partnership

16. Case Study Yolanda Daughter Sick Plumbing Issue Facebook Attending seminar Paid all of her late payments in one month to get back on track

17. Thank You