• Deceit. 
• Rudeness.  
• Habitual Tardiness. 
• Laziness/Lack of Motivation. 
• Inability to Perform Assigned Duties.

Ok -- that covers the situations where my dog goes onto my "bad" list.

A much lower threshold for clients.   Just sayin' I'm not rolling over for just anyone.  Nor does the dog.  But I digress.

John, the line is drawn in different places at different times with different people. So, I my answer is ... it depends.  No surprise there.  Sometimes I want to draw the line, cut the cord, let loose of the anchor but I cannot because I have a contractual obligation.

Sometimes people will say, and I will say it too, it's not my job ... but excellent customer service is doing things for people that others won't or typically don't do.

Anything that would harm my career or family is off limits. Also, anything that wastes my time normally gets a thumbs down. 

If I am asked to do something unethical, or illegal.

If I am multi tasking and working while on hold I will wait 30 minutes or so or unitl I need to make another call or do something else. If this happens more than once with the person or business I would getr very irritated.

I am pretty liberal with my time when it comes to a client. Usually the wait time is far shorter than the estimate because so many people hang up...

I will not work with anyone who is disrespectful, inconsiderate or abusive of me or anyone else.

In my book, the person who asked you to call the IRS is all three!

When I am asked to do something illegal or unethical.

I think it is wonderful that you are going the extra mile or hour for the borrower - I would be trying to do multiple things at the same time while on hold though.

John, I can't help but notice that REALTORS® are saying "No way! Let the buyer handle it.",(and they are doing what they should do); but they honestly forget all the times that they say to the MLO: "This has got to close! Do something!"  True?  

My fellow REALTORS®, loan officers find themselves between a rock and a hard place regularly.  They get to know people at IRS, Corp of Engineers, the Courthouse, Codes, all sorts of employers, property management companies, and folk we do not remember.  We get to be buddies with a young first time buyer's daddies worrying about their little girls.  It can become a ministry, if one so choses.  My compliments to John.  He will get this deal done!

John, see if you can get the phone number for IRS Problem Resolution.  Not easy, but they handle such things as disputes, follow up on documentation, etc.  Find the right person?  Friend for life.

Captain Picard drew a line in the sand and declared, "This far and no farther!"

However, his issues, in an imaginary world, seemed so much more significant than hearing a title agent go on and on about an abandoned permit for a garage door installation from 2003. And the abandoned permit has no bearing on the title insurance.

Well, I didn't draw the line there.

When others have no options (IRS) the culprit is free to do as they please.

In our business...there are way too many options.  Our lines look more like the long tail of a kite...somewhat less than fixed in place.

that's beyond your job description.... let the client chase his own tax transcripts....

Anytime the other person starts whispering...

... you know they're about to mention something dodgy.

Speakerphone works well for these situations.

I do not accept rudeness or disrespect from a client.... Mainly the ones with the "You work for me so do as I say!!!!" attitude. ~Marisa

 In the sand?

The top of my list is anything that would compromise our ethics.

I'll do what it takes to get the job done, but I would try to get the client to assist me on that one first.   I'm with many of the others in saying that anything illegal or unethical and they're done.  I am always willling to go the extra distance for my people, but I will not ignore deceit, blatant rudeness and/or disrespect for my time.   I've had to fire only a couple of clients and it's a hard thing to do, but it was for rudeness and disrespect.

I do almost anything my clients request or need.  I have a hard time saying "NO" to anything that is truly customer service related (of course nothing illegal or unethical is true customer service).    I am at a point in my life if there is something that is going to require a lot of time on the phone, etc.  I can have one of my staff do it for me.  :)  

Lack of motivation, not telling me the whole story so I can advise properly

I don't think that I would do that either. When a client is re-platting a property the governing city wants to make sure that all taxes are paid current. So I give that little task to the owner as a to do.

Ya know Ill do anything in the world for my clients, until they start disrespecting me, then I politly refer them to my greatest adversary- One fuddy duddy Sun City realtor told me I was too thin skinned. But I noticed the bigger the commission the thicker his skin became as his self respect dwindled.

You are a good loan officer so I am sure you always do more than expected of you. 

Moving target - depends on the situation - no to illegal or unethical or dangerous.  I work short sales so being on hold with servicers can be a time to do yoga after putting the phone on speaker - deep breathing helps.  Currently dealing with a personal issue with one of the worst servicers on the planet that starts with O.  Lots of deep breathing while I tweet about how horrible their "Unparalleled" " service is.

John Meussner .... I find that "line" to be more of a moving target.  Not sure I can give a definitive answer other than saying I don't do illegal or unethical, obviously.  But I never say never to other tasks or items needing to be done.  Just when I do, I find that's exactly what the transaction needs me to do to move forward ... I hate eating my words ...

Gene

Foremost, I will never do anything illegal. But I find that if a suggestion comes up like that, the client just doesn't understand what the downside is for both of us. Secondly, I was going to say "being disrespected" but there are two ways this can go. If it becomes personal or about my abilities, well, I would cut the cord, saying they would be better off with someone else. If they just don't understand the situation and I can explain it to them, then I hang in there. 

Our clients make many demands on us and I usually try to accommodate.  Not being preapproved or looking at properties that are clearly above their price point are two things that come to mind.

Being on hold for a while and getting passed around a but is nothing when doing a short sale.  I use that hands free speaker mode and make sure the other lines to me are open and I have something to do on the computer.

I don't think I would want to even call the IRS, and I will wait as long as my wife expects me to wait

John, I do a lot for my clients whether in my job description or not, we all have the same goal, one extra helping hand never hurts. If it's something that would jeopardize my license, career or it's unethical, no way..no how!

I dump buyer clients when they contradict themselves with their "wants and needs," and are constantly changing their gameplan.  For example, if they say they are open to townhomes and condos, and then after I show them 10 of them, they say they want a house.  Then the areas they want are no longer acceptable to them.  Ohh yeah, and then the new criteria is just above their price range, so they want me to throw low ball offers at listings already with multiple offers, or are already in back-up contingent status.  As far as sellers go, I had two sellers; a mother and a daughter.  The mother was as nice as could be to me when her adult daughter wasn't in the room.  I mean hug me, ask about my baby and husband, talk about having me over for ice tea, etc.  Then when her daughter was present, the mother would barely acknowledge me, and treat me like a second class citizen - as did the adult daughter.  I didn't dump them, thanks to a supportive pep-talking husband of mine.  But I generally try to avoid dysfunctional clients, especially after that emotional rollercoaster ride.  Those two fuddy duddy's were too much to figure out.  Too much confusion for me!  Lord help me.  Onward and upward!  ;-) 

I heard you always draw the line in the sand with a stick.  Actually if I waited 30 minutes, I wouldn't want to lose my place in line.  I put my phone on speaker and start working on the compter until someone shows up.  he wait doesn't seem so long when you're doing something.

Sellers who want to withhold pertinent information about their home. 

In the sand. No, seriously, I will not be treated badly by any client (been there by an irrational husband whose wife just stood there with her head down while he screamed at me). It's mutual respect or nothing.

Sometimes the cleints have to do the work themselves.  It also depends on how busy you are

Wow, I wouldn't have accepted that task or anything like it. I take care of my business and my clients have to handle theirs. ALL their financial documentation is their business.

My customer paitience runs out when the clients starts complaining with no reason to.

I would not call the IRS for a client. No way. That is the client's job.