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53 customer's needs, particularly as consumers. Within that grouping, obviously our customers have become more and more comfortable with online programming as they make their decisions around their home. For most Americans, this is the largest financial decision that they will ever make. It's important that they trust that programming, and it's important that we continue to provide innovative programming that will assist them. We need to make sure that, in alignment with that, we are building on and improving the customer experience, ensuring that we're doing what's right for the customer, each and every time, keeping that front and center. For our organization in particular, because of some of the outstanding growth that we've experienced inside of the origination space, we need to prepare our team for growth in the servicing organization, putting them in position to be successful in order to meet our customer needs. It will come in the form of making sure that we have appropriate resources as far as the number of people, as well as ensuring that they're trained and developed in an inappropriate manner to ensure that we're addressing our customer's needs. ose are the big focuses, but it really centers back to both ensuring that we are caring for the customer and the associate. YOU'VE BEEN WORKING IN THE MORTGAGE INDUSTRY FOR THREE DECADES NOW, WHICH IS NO SMALL FEAT. WHAT ARE SOME OF THE KEY LESSONS THAT YOU'VE TAKEN AWAY FROM YOUR CAREER THUS FAR? Well, if you had asked me the top three lessons, my answer would have been people, people, and people. It's important that we bring people together as an organization, that they have a vision, that we are aligned on that vision, and that everyone is executing towards that. at, to me, is the foundation of success for any operation, any organization, any company—ensuring that they have the right people, they have them in the right place, and that they're prepared appropriately for what's expected of them. I also would say that it's important for us to take time to listen to our customers and our associates. ey'll share with us what we need to know about how to improve our organization. We just need to make sure, as leaders, that we're taking the time and creating the forums, that they can provide that feedback to us, and that we can take the appropriate actions in alignment with that. Our business evolves as rapidly and with as much variability as any other industry. I think that's something that we've all maybe grown into. In the early portions of my career, it was probably considered a little bit more static an industry, but we, too, have learned that customers and consumers are demanding more from us. We must challenge the status quo and keep the focus on those two most important folks that we're serving in our organization: our customers and our team members. at's what has resonated for me over the last 30 years, and the interesting thing is that those things were all present in some of the very much early days of my career, and they are still very much the standard for which we need to stay focused on here and into the future. WHAT ARE SOME OF THE KEYS TO BOTH ANTICIPATING AND MEETING A HOMEOWNER'S NEEDS? Staying connected and involved is being

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