{"type":"rich","version":"1.0","provider_name":"Transistor","provider_url":"https://transistor.fm","author_name":"Loan Officer Leadership","title":"508. When the Deal Goes Sideways: How to Lead the Hard Conversation","html":"","width":"100%","height":180,"duration":1484,"description":"Every loan officer eventually faces it: a missed closing date, an unexpected issue, or an agent who is frustrated and wants answers. What you do next can either damage the relationship or make it stronger.\nIn this episode, Steve shares his Validate, Educate, Instruct (VEI) framework for navigating hard conversations. You’ll learn why saying the frustration first can immediately lower the temperature, why taking ownership builds more trust than assigning blame, and how specific updates and timelines keep you in control when a transaction gets difficult. He also breaks down the order of communication that helps protect your referral relationships when problems arise. \nHave a question or situation you’d like Steve to cover in a future episode? Email support@loanofficerleadership.com. And if this episode helped you, share it with two loan officers who could use this framework.","thumbnail_url":"https://img.transistorcdn.com/OcYtTQWbslGhRlQRUArcHJfHZMpc_AW__ywGtapcs3E/rs:fill:0:0:1/w:400/h:400/q:60/mb:500000/aHR0cHM6Ly9pbWct/dXBsb2FkLXByb2R1/Y3Rpb24udHJhbnNp/c3Rvci5mbS9lMjI0/OTAzOWMzOGE4OWEw/ODk5YmI1NDJiYWM3/MmM4Ni5wbmc.webp","thumbnail_width":300,"thumbnail_height":300}