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pacity (loan officers, processors, underwriters, closers, attorneys, appraisers, inspectors, Realtors, etc.). Additionally, guidelines for some programs have gotten stricter, mainly around verifying em- ployment to understand any COVID-related issues. AS: We have been very busy during this pandemic. I was con- cerned that business would drop off, but because the rates are so low, people are taking advantage and buying what they can. As far as physical showings, some sellers are requesting that buyers wear masks and shoe covers. I have also advised sellers to turn on all of their lights and open closet doors so that buyers do not have to touch anything. Some sellers are putting out hand sanitizer as well. Q: What are you doing virtually now that you used to do in per- son? PR: We are still doing a lot of in person showings but for those who wish to tour a home virtually or cannot travel due to COVID 19, ZOOM or FaceTime showings have been extremely productive and successful. I have had several buyers over the last few weeks see their home in person for the first time just a few days before closing. JP: I used to meet with clients face to face, but now I have switched to using Zoom and have found it is actually easier. Zoom allows me to meet with families anywhere they are, whether it is in their car on their lunch break, from home, or at their office. They do not have to drive over to my office. It also allows me to share my screen so I can walk through all the documents, show them their approval documents, and go over credit reports. It’s very convenient. AS: I have done some virtual showings and home tours. I will do videos or use FaceTime to conduct walkthroughs of homes so that buyers can narrow them down. Q: How are you adjusting to the change in processes? PR: Putting the client's interests first is still number one. We try to offer whatever service we can to make the client feel comfortable in this new environment. Historically low interest rates have created a serious upswing in home sales activity and we are grateful for the increase in business. JP: My team has adjusted well, and we are actually more pro- ductive working from home than in the office. Guild already had the technology in place, so the only major change was less in- person interaction. We also use Zoom for our team meetings. AS: I am a people person, I like face-to-face contact, and I have always been a hugger, so this has been hard. Now when I meet new people, I can't shake their hand or read their faces or lips if they are wearing a mask. It's definitely been an adjustment. Q: What has been the biggest challenge brought about by the pan- demic? PR: The sheer volume of business has been a pleasant surprise more than a challenge. A lot of people are wisely taking advantage of the low rates and we have never worked harder to meet this de- mand. We are also doing everything we can to conduct business as safely as possible. JP: Keeping up with the incredibly high demand and still being able to meet our service standards and turn times. Operations Find us on Facebook, Instagram and Twitter AUGUST/SEPTEMBER 2020 23 ..................................................................................................................................................................... Phelps Reid Amy Schone Jimmy Parsons