I hear from the top of the house, the side of the house, the producers, the loan officers, the fraud prevention analysts, and everyone in between. In these conversations, whether we are talking about baseball, the Federal Reserve, grandkids, mortgage modifications, or quarterly earnings, one thing is always foremost: They care about their customers.
We are a service industry. If we don’t take care of our customers or if we talk trash about them, we will not survive. That’s the plain and simple truth. Mr. Smith’s comments are not an accurate a reflection of financial services companies or the high ethical code to which they hold themselves.
Bartlett is president and CEO for The Financial Services Roundtable, and a former member of Congress.