During my recent MBA webinar on increasing sales production, many participants raised questions about how to make loan officers more accountable.

In today’s ultra-competitive marketplace, being a good salesperson isn’t enough to generate new business. These originators meet expectations but don’t go above and beyond to deliver an exceptional customer experience.

Q: Dave, I am thinking about becoming a loan officer. A friend of mine said that he will be training me, and I have already taken the 20-hour course. What is going to determine my success? –Peter from Seattle.