When a borrower contacts me about financiung a new home or refinancing for many resons, I exhibit flexibility with this process depending on what the borrower needs and their situation.  I follow a process that collects essential information I need to determine capabilities and options.  While the process maintains a logical structure, I allow for flexibility as no one file is exactly the same.  If certain aspects are not initially mentioned, I make sure to go back and cover all points that are pertainent.  When questions arise that are not addressed in the initial conversation/meeting, I respond accordingly.  The mortgage process is much like a programing flow chart or peeling an onion, not all information is discovered at first.  More and more is unearthed as the process proceeds. Listening, asking questions, running reports all assist in determining needed conversations.