Stress Filled Work Day - Not Fun

Today work was just plan awful.... Stressful environments bring out the worst in people... As many of you know, I own a contract mortgage loan processing business. Over the last few months, rates have dropped and a huge wave of refinancing has come in.. There is too much business for many companies to handle right now. Because of the fluctuating mortgage industry, brokers are a little shy to hire processors full time (costs way too much money) they hire people like me - who only get paid if their loan closes and everyone makes money. Lenders who have previously laid off their full staff and now have a skeleton crew are not ready for the huge increase in business.... the result is that underwriting times are taking three to four times longer than they should be - a lending staff that is so over worked and under appreciated that they no longer care about offering good service but trying to make it through the day without losing control. Good customer service is a thing of the past... The new game is passing the buck - No one taking responsibility for their lack of knowledge, their lack of customer service, or their lack of doing their job....
I believe because of the housing market and FNMA and FHLMC major messes - lenders are adding more conditions than are needed - critiquing appraisal much more harshly.... adding more forms.. adding more everything... I think because of the lack of workers - the lending staff is tired of being yelled at and pushed by brokers and processors.. so they have tuned themselves out... not really caring if a loan closes or not as long as they can bring home their pay check..
Today I had two beautiful and perfect loans that were suppose to fund - due to the high volume of loans the lender was not able to look at the file for funding until Sunday. (yes, we are all working weekends, holidays, evenings, and always) The escrow officer and I were able to handle every little thing the lender wanted... way before the deadline... and you know what happened? The person who was suppose to fund these two loans.... went to lunch and left every single broker and processor needing to fund their loan today in a major bind...the interest rate expired today and the rate we have - does not exist.... but if the broker has the borrowers pay $1870 then they can have the same rate that was free when we locked the loan in - if the lender did not go to lunch then everyone would have been stressed but happy - ie: making quotas and money....
Unfortunately, the lender refuses to acknowledge the numerous mistakes they have made... they refuse to make exceptions on two loans that have been mishandled from the first day in underwriting. I have documentation to support every allegation in my possession - unfortunately it does not matter - you cannot squeeze juice out of a rock (known as the lender)...
So today, while my mind was thinking up various ways to torture said hungry funder - I realized that though I feel my client is the victim - my heart and mind was in no way glorifying God.. I was filled with anger, hate, and no forgiveness..... I was paying attention to how this situation affected me.. I was only focused on me... and that is not where my heart should be..
Of course, it is my responsibility to do the best possible job for my clients... and of course - I must be diligent... But I must NOT lose focus what is right... not lose focus on how God wants me to handle things... with love and understanding.. He does not want me hateful.... He does not want me to be vengeful.....
Stressful environments can bring out the worst in people..... as a follower of Christ - I must continually fight against falling into that trap......