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Posted by  Christine/OK on 5/4/16 11:05am
A few days ago had a verbal tussle with a scheduler who works at one of my longtime SS clients ($$$, but lowest paying SS) who was frankly INSISTING that I make a 55 to 60-minute drive one-way - turnpike fees would have to be paid for the trip - for a refi signing with a Veteran and his wife.
We all know that typically, those packages are approximately 50+ pages larger than average package and require additional time to present, execute, proof, etc. those additional documents. She refused to budge on the fee to accommodate the additional time requirements for the extra travel during the commute time of day (across 3 cities to reach BOs location of choice) and the doc package size.
Presume that she thought I'd relent, but I simply stated that "I'm unable to perform that scope of work for the price you have identified (she "offered" my standard rate for a local loan signing package). If you are unable to increase the fee, then please take the signing order back."
She became instantly irate, yelling at me, speaking condescendingly, and was insolent to the point of threatening my business with the SS (by taking my company name out of their database).
Steamed? You bet I was. Ultimatums have never set too well with me under any circumstances, but especially when issued in this type of manner and by a scheduler at an SS. It was quite an unpleasant experience (I normally don't interface with that particular scheduler).
Needless to say, I ended the call. That exchange with their scheduler may (or may not) result in the loss of a client, but I (like many others) simply will not run my business at a loss. The exchange was escalated to upper management for review.
It does look like it's now time to bring their Fee Schedule up to the same level as all my other clients. Yes, this may result in fewer signings, but that completely unacceptable exchange clearly elucidated that my knowledge, skills, abilities, and the extent that I go to in order to successfully complete the signing engagements and ensure that the documents will arrive in the title company office the next morning are not recognized by that scheduler and/or their team (not even broaching the subject of respect).
Currently, there are only a handful of SSs that I will accept signing engagement orders from and I'm just wondering what the count will be by the end of 2016. The downward pressure on pricing is unbelievably unreasonable regarding the scope of work that is being "demanded" of NSAs.
Best wishes for success to all. 
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