Anyone who’s leading top-producing loan officers knows the balancing act. LOs are the heartbeat of the business—they bring in the revenue, build the relationships, and keep the wheels turning. But they’re also fiercely independent, and that independence, while a strength, can make them blind to areas that are holding them back
Here’s the truth: the conversations we avoid are usually the ones that matter most. And when we approach them with the right intent—not to criticize but to elevate—we unlock growth for both the individual and the company.
Your Personal Brand Matters More Than You Think
Too many LOs underestimate how their image impacts their business. From LinkedIn profiles to voicemail greetings, every touchpoint tells a client or referral partner something about you. A sloppy email may seem small, but to a nervous borrower, it signals a lack of attention to detail. A polished LinkedIn presence? That’s credibility when an agent is deciding where to send their next deal.
The key is not nitpicking but showing how a sharper image translates into business wins. The difficult but constructive conversation about this reminds the originator that it’s really not about ego—it’s about opportunity.
Growth Requires Continuous Learning
This industry moves fast. Guidelines shift, tech evolves, clients change. But too often, seasoned LOs rely on what’s worked for decades. That’s dangerous ground. The message here can’t be “You’re behind.” Instead, it should be “The best in every profession keep sharpening their skills.” After all, lawyers, doctors, and engineers all do it. Why should mortgages be any different? The pros who thrive in the long term are those who embrace learning as a competitive edge.
Communication: Your Style Might Not Fit Every Client
What works with a savvy investor might overwhelm a first-time buyer. What builds trust with a younger couple might not land with a retiree. By no means are you asking the LO to change who they are. If anything, you’re suggesting they add range. Great communicators read the room and adjust. That’s not being fake. It’s being effective.
Technology Isn’t Optional
The “I don’t need that tech, I build relationships” mindset misses the mark. Technology doesn’t replace relationships. It supports them.
Automating the admin side frees the LO to spend more time face-to-face with clients. Better systems prevent things from slipping through the cracks. Show an LO how tech makes their day easier, and the resistance usually fades.
Use the Team You’ve Got
Too many LOs still operate like one-person shops. Chasing down documents, designing their own flyers, and juggling tasks, the excellent support staff are ready to handle. That time and energy are pulled away from revenue-producing work.
The conversation isn’t “hand things off because you’re doing it wrong.” It’s “hand things off so you can do more of what you’re great at.”
Your Referral Network Can’t Be on Cruise Control
Relationships with agents and referral partners are like any other relationship in that they need consistent attention. Additionally, what worked five years ago won’t necessarily work today. Markets shift, needs evolve, and competitors emerge. The conversation in this scenario isn’t about criticizing what exists; it’s about future-proofing the business. It’s also about staying visible, staying valuable, and constantly widening the circle.
Pipeline Management: Instinct Only Takes You So Far
For many LOs, running their pipeline off memory and gut feel might work.
Until it doesn’t. As volume grows, or markets tighten, those “mental systems” start breaking down. Structured pipeline management doesn’t have to mean a loss of the LO’s freedom. Rather, it helps create reliability, allowing the LO to continue scaling without losing control.
How to Have These Conversations
The way you deliver tough feedback matters just as much as the content itself. Start from a place of genuine care. People can spot an agenda a mile away, and it always gets the conversation started on the wrong foot. Next, tie feedback to outcomes they care about, such as growth, referrals, or client experience.
Be specific. “Improve your communication” means nothing. Instead, provide real-world examples and suggest alternative approaches. These could include offering tools and resources beyond simple critique.
Finally, it’s imperative to respect your LO’s independence. Without that, an originator is little more than an order-taker. The best managers opt to coach, rather than dictate.
Play the Long Game
Change doesn’t happen overnight, and it doesn’t have to. These conversations aim to plant seeds that ultimately lead to self-driven improvement. Almost universally, the very best leaders and top producers want to excel. Our job is to help them see how they can up their game even more.
Remember, avoiding hard conversations does originators and LOs no favor. They’re not likely to improve and get the best out of themselves without external insights. So have those conversations, but be sure to do so with intent, care, and clarity. In so doing, you’re helping not only the LO but the entire organization.
