Lead With Heart, Follow with Action

February 11, 2026.

This is the fifth and final article in a five-part series where I share the leadership lessons that have shaped my career in lending. In Part 4, I shared my view on how You Can Have It All, Just Not at Once – Where I expressed that balance will never be perfect, but you can implement alignment that will allow you to be sharper, more present, and more solution oriented

Today, I want to talk about the final most important lesson I have learned in my career: heart alone isn’t enough; true leadership means backing that care with consistent, thoughtful action that builds trust and drives results.

If I could offer one piece of advice to anyone stepping into this business – whether you’re new to the industry or stepping into a leadership role – it’s this: Lead with heart, but don’t stop there.

Empathy and good intentions are a powerful starting point, but what sets the great apart from the good is consistent, grounded follow-through. This is an industry built on momentum, complexity, and pressure. The people who truly thrive are the ones who not only care deeply, but who act decisively, show up fully, and lead with intention even when things aren’t easy.

I’ve found that people remember how you make them feel far more than how fast you funded a deal (even though that’s an additional bonus). They remember how you communicated when a file hit a snag. How you treated them when tensions were high. How you went out of your way – not because it was your job, but because it was the right thing to do. In a world of endless programs and pricing sheets, the thing that sets you apart isn’t the product – it’s the person behind it.

Anyone can be pleasant when things are running smoothly. Real leadership shows up in the moments that aren’t easy, follow through with what they communicate, and be the kind of person people can depend on. Not just when things are smooth – but especially when they’re not.  When guidelines tighten, when a borrower’s documentation goes sideways, when everyone’s looking for someone to blame – that’s when your values get tested.

Are you the one who disappears, or the one who digs in? Do you point fingers, or find solutions? Do you lead with panic, or with calm?

In this industry, being solution-focused, transparent, and relationship-driven isn’t just a strategy for me – it’s my superpower. It’s one I’ve seen turn single transactions into decade-long partnerships. It’s what keeps people picking up the phone to call you, even when there are a hundred other lenders out there.

I’ve met a lot of people in this business who talk a good game – they care about their brokers, they say they value relationships, they promise to go to bat for you. However when the deal gets messy or time gets tight, those words evaporate. This business is built on trust, and trust is built on relationships. Be the person your clients count on — not just to close a loan, but to show up, speak honestly, and try to find solutions when things get tough.

It’s easy to care. It’s harder to show up with that same level of integrity when you’re staring down a tough scenario. From my experience, the people who last – and more importantly, the ones who love what they do – are the ones who lead from a place of care and then back it up with action, consistency, and accountability.

This is a relationship business – full stop. In the end, resilience will get you through the hard seasons – but relationships will carry you forward.

Behind every file is a broker who’s building their brand, serving their client, and counting on you to deliver. If you treat every deal like a number, you’ll be treated the same. If you treat each interaction as an opportunity to strengthen trust, you become the go-to, the one they call when it matters most.

That kind of reputation isn’t built overnight. It comes from doing the small things well, time and time again. From following through on your word, even when it’s inconvenient. From picking up the phone, sending the extra update, offering the workaround that saves the deal.

The truth is that this business can be brutal. There are days when it feels like everything is on fire and nothing is easy. But it’s also incredibly rewarding — because when you lead the right way, with care and action side by side, you create impact. Not just for your company, but for your brokers, their clients, and your own legacy.

So be the person who shows up. Who speaks up. Who doesn’t just close loans, but builds trust and makes people feel seen, heard, and supported.

That’s how you lead.
That’s how you last.
And if you’re anything like me — that’s how you fall in love with this work again and again.

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To everyone who’s taken the time to read, share, and connect with my articles — thank you. Writing these pieces has been more than just putting thoughts to paper; it’s been a way to reach out, reflect, and remind each of us that in this fast-paced industry, we’re not alone.

If something I’ve shared helped you pause, rethink, push forward, or feel seen — then I’ve done what I set out to do. My hope has always been to bring a little more clarity, connection, and encouragement to the work we all do.

Wherever you are in your career — building, rebuilding, or just trying to hang on some days — know that you’re not alone. We’re in this together, and I’m grateful to be in your corner.

Thanks for reading. Thanks for showing up. And most of all, thanks for continuing to lead with heart.