Posted by PJM/MI on 12/4/06 4:53pm
Msg #163811
Professionalism and Customer Service
Just got a call to go do a re-sign for a borrower that was closed last week by a notary who made errors, and is now REFUSING to go back and do the corrections.
Customer Service and Professionalism go hand in hand in this business. It is SO important to treat the borrowers professionally, but also the companies that hire us.
Since Notary #1 gave the company an "attitude", she is now on the "do not call list".
It is VERY easy to "shoot yourself in the foot" professionally and one bad attitude, just ONCE, can get you on a "no no" list.
This isn't the first time I've been called to go do a re-sign for this particular notary, and I know it won't be the last.
A smile can be "heard" on the phone..even if you don't really want to put one on your face.
We are our own businesses, and we should conduct ourselves as such. Bad days, ugly days, poor closings etc., all go along with this business, and sharing it at the "Water cooler" (this website.. Thanks BrendaTx) is all fine and dandy..venting to the borrowers or companies that hire us is not fine & dandy.
I think the majority of us pride ourselves on our professionalism and take great strides in doing a fantastic job out in the field..but there are those who don't... just like in any business.
For the ""newbies" reading this, please find a good customer service book and read it. Or attend a customer service seminar.
Our professionalism, our courtesy and our customer care is what keeps the calls coming in.
JMHO
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Reply by Cassandra Andrews on 12/5/06 12:45pm
Msg #163976
I DEFINITELY agree. I think that is one of the reasons that I have been successful in getting paid from the 'slow' and perhaps with some, the 'no payers.' I have always maintained a pleasant demeanor even when the company/and or borrower is dead wrong. I don't resort to threats and if and when after all of my efforts to collect/rectify a situation fail, I can always take other measures if need be. But a bad attitude almost always makes things worse.
Many of my clients have expressed appreciation for my professionalism both verbally and in writing and I've received repeat business.
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