Review request & post-close follow-up
Automated Google review email fires at Docs Signed; everything after is up to the LO.
Overview
The loan is signed and funded. What happens next is, honestly, the least developed part of our process — and the highest-leverage place to improve it. This is the moment a borrower is happiest with us. It's where reviews, referrals, and repeat business come from, and right now we mostly leave it to chance.
What happens automatically
When the Arive milestone changes to Docs Signed, a review request email fires to the borrower automatically. It comes from the LO on the file.
Subject: Loan Closed - Congratulations!
1. It fires at Docs Signed, not at funding. The subject line says "Loan Closed," but at Docs Signed the loan hasn't funded yet. If anything goes wrong between signing and funding, we've already congratulated the borrower and asked for a review on a loan that hasn't closed.
2. The timing is too early regardless. Closing day is chaotic for a borrower — moving, utilities, keys, family. A review request landing in the middle of it competes with everything else and gets ignored. Waiting a day or two, once they're in the house and the dust has settled, would almost certainly convert better.
Both are on the list to fix. Until then, know that the automated email may reach the borrower at an awkward moment — and a personal follow-up from you carries more weight anyway.
What happens after that — nothing consistent
Beyond the automated email, post-close follow-up is entirely up to the individual LO. Some reach out personally, some don't. There's no defined cadence, no reminder, no system.
That's a gap, and it's worth closing on your own files even before the company solves it. A funded borrower is the warmest lead you will ever have. They just had a major life event go well, partly because of you, and they know people in the same situation.
What good looks like, until there's a system
No company-mandated process exists yet. If you want a default that works:
- A personal message a day or two after closing — not the automated one. A short text or call once they're in the house. This is where the review ask actually lands.
- Thank the referral source. If a realtor or past client sent them, close the loop. That's how referral relationships compound.
- Note the anniversary. A message at the one-year mark costs nothing and puts you back in mind before a refi or a move.
None of this is enforced. All of it works.
The milestone problem shows up here too. The review email fires off a milestone change. If the milestone never gets set — the recurring problem covered in Signing through funded — the borrower receives nothing at all. No congratulations, no review request. From every system's perspective, their loan is still in progress. Another reason the closing milestones matter.
Who to ask if you're stuck
Review email didn't go out: check the Arive milestone first, then Bryce.
Wanting to change the template or timing: Bryce — it's on the improvement list.