Posted by PJM/MI on 4/1/06 8:17am
Msg #110215

Professionalism

I posted my thoughts on the "gifts" to closing agencies and title companies and would like to expound on that thought.
Having been in the business world for many years (I'm not as old as dirt, but gettin' close), gratuities are readily accepted by most companies, but please be careful with this. As I stated in my post, one of the largest title companies in my state took 2 notaries off of the call list for gifts as they were deemed as kick backs.
The relationship we build with companies is based on our professionalism and our ability to do good work for them. Over 90% of my business is with companies no where near me. I like to think I get repeat business based on my abilities without having to "suck up".
I had a situation where one of my title gals moved to another title co and took me with her. I hve never met her in person. She took me with her based on my abilities.
Here is what I learned a long time ago: The customer is King. The customer is always right, even if you don't think so. Being pleasant, even in a bad situation is a plus for you. Keep a smile on your face..even on the phone. Do not complain to your customer about your bad day. (The customer being the s/s, tc, and bo).
Dress professionally, and act professionally. Make the closing as pleasant for the borrower as you can. Follow all instructions on your confirmation...even if you don't want to.
Our reputations are built on how we conduct ourselves and what type of job we do, just like every other business in this world.

Reply by Glenn Strickler on 4/1/06 1:40pm
Msg #110262

PJM, you made my day!

You get it. Not too many do. And speaking as an old retired retail manager where customer service is everything, it is refreshing to hear that. Compaines that hire us sometimes call the BO back to see how we were, how were we dressed, did we rush the signer .. well lots of questions. I get a lot of new business where the converstation begins on the other end "Well, we are calling you because we heard you were very professional"

I had a rule when it comes to customer service to my employees. It was "We will do what it takes to make the customer happy unless it is illegal, immoral or against company policy". That applies in this business also. Of course, you are not going to break the law, but even when explaining that, you can be polite, even if it is a BO or a company that should know better. And the company policy part is what you set acording to fees, travel. times ect. You can be polite when you are turning down those $50 signings or adding faxing fees.

Reply by lulu on 4/1/06 5:26pm
Msg #110300

Re: PJM, you made my day!

Wonderful post. I also believe that what type of person we are in other areas of our life reflects on how we are with our customers (bo, tc, ss, etc).