Posted by Leon_CO on 3/16/06 9:32pm
Msg #105999

"Avoid small talk."

I’m sorry, but this is one rule that I have consistently broken. And I’m glad.

When I got to the borrower’s house this evening in my ’72 VW Bug, I was not expecting to see what I saw. VW Bugs everywhere. The wife’s VW Bug was parked on the street. The husband owned 3 Bugs and a VW Van. They were parked in the driveway. Needless to say, these were VW enthusiasts. They have a VW Bug club and regularly hold meetings at their house. A club meeting was scheduled for this evening, but they cancelled it because of the loan signing. When they saw me pull up in my Bug they thought at first that I was a club member who didn’t get the announcement that the meeting had been cancelled. But when they saw me get out and come to the door with briefcase in hand, they could see I wasn’t a club member.

Needless to say we had a lot in common from the start. And yes, we talked about VW Bugs. It really broke the ice and made for a more comfortable atmosphere. The signing went smoothly. At the end of the signing we talked some more about VW Bugs. I then thanked them for their time and said goodnight. They said that it made the signing a more pleasurable experience, and they felt I was someone they could trust.

So for all of the signing services that have a “avoid small talk” policy, I’m sorry. I take care of business and get the documents signed. But I’m also human. So I’m going to engage in a bit of small talk, if you don’t mind. Especially if the borrowers love to talk about VW Bugs.

Reply by TitleGalCA on 3/16/06 9:37pm
Msg #106000

Leon, that is what I like about this work. We are ALL human. If we can't enjoy the company of other humans, it's sad.

Professionalism is required of course - it's just that professionalism, mixed in good part with humanity and consideration of others makes for a nice cocktail, IMO.

Reply by John_NorCal on 3/16/06 10:00pm
Msg #106016

Re:Ditto TitleGal....I just avoid politics & religion.. n/m

Reply by BrendaTx on 3/16/06 10:31pm
Msg #106033

Re: Re:Ditto TitleGal....I just avoid politics & religion..

If they won't allow it, I am well able to see their view...whatever it is.

It's their home, their loan and I mirror their opinion if it seems the respectful thing to do while I say, "Yes! I see your point! Please sign here when you are ready."

Reply by MichiganAl on 3/16/06 10:36pm
Msg #106035

Re: Re:Ditto TitleGal....I just avoid politics & religion..

I can see you now. Ah yes Mr. Borrower, Scientology is definitely the wave of the future. Sign here. Yes Mrs. Borrower, kill em all, that's what I say, too. Initials, please.

Reply by BrendaTx on 3/16/06 10:49pm
Msg #106040

Re: Re:Ditto - exactly al. n/m

Reply by MichiganAl on 3/16/06 10:27pm
Msg #106030

It's important to build up a rapport. I think it's an imperative skill. You walk into someone's house and try to find something to break the ice. Ask about their kids, their dog, an interesting picture or display. They love it (and I enjoy it as well). But you have to be able to do this and still keep the signing going at a steady pace. After all, it is a business transaction. I know of signing agent in this area that has an awful reputation of wasting tons of time at a signing. Loan officers have told me that signings that usually take 30 minutes will take over an hour with him. That's too much small talk. You have to know how to put the borrowers in a comfort zone but still be focused on the task at hand.

Reply by TitleGalCA on 3/16/06 10:50pm
Msg #106041

Its defintely a skill, n/m

Reply by TitleGalCA on 3/16/06 10:51pm
Msg #106042

Al, a definite skill (cont.)

I have to utilize the same skill at my day job.

Lender: "Did you receive the original rider?" (demanding)

Me: "I believe I did, Mr. Jones, however there are 3 riders to your trust deed. Which one are you concerned about?"

Lender: "The one I sent you!"

Me: Thank you for calling me for a (free) messenger to pick up the rider. They picked it up at 1 pm and I have it now".
Lender: "Which one do you have???"

Me: "I have an adjustable rate rider, a condominium rider, a planned unit development rider. I can attach one but the other two aren't appropriate".

Lender: "EXCUSE ME?? Those are my riders, what do you mean?!?"

Me: "This is a single family residence." (sweetly)

Lender: (grumbling)..."well you should have noted your title report correctly..."

Me: "thanks, I'll do that next time".

Me: A$$hole! (but I've hung up by now).

Reply by Becca_FL on 3/16/06 10:48pm
Msg #106038

I did my 4th piggyback for a couple tonight and as one would imagine, we've gotten to know one another over the past few weeks. The couple are investors refinancing all of their rentals (and buying more) through a broker that uses a TC that uses a SS that I have worked with for going on 4 years. Anyway, the whole loan closing process is sooo mundane to them that they began to ask questions about what I do, my life and what I do for a living. The first time I met with them, I could tell that they were really super, interesting folks and was happy when they requested me for their next closing.

I can't wait for their next refi or purchase and just enjoy so much meeting with them. Durring the closings we talk about boating, the Florida lifestyle, my move, their dog and why we are self employed. These are the only people in this business that I am comfortable calling by their first names. They insisted on first names in our first meeting, but I just couldn't do it. Now, they're just so happy that I work around their schedule to make things work and we always have a good visit on top of it all.

Just one more reason why I love what I do.

Reply by Becca_FL on 3/16/06 10:53pm
Msg #106043

Oh, and I forgot to mention...

even with the "small talk" we sign a Countrywide 1st & 2nd w/ TC & Broker docs in 45minutes tops!

Sometimes I just love this work!

Again people, work smarter NOT harder.

Reply by PAW on 3/17/06 6:26am
Msg #106093

Re: Oh, and I forgot to mention...

Must be nice! My appointment yesterday was also with an investor. This was his 6th or 7th property from this particular builder. He's very astute with the process and knows 'what's what'!

1st and 2nd, as usual, and should take about 45 minutes to and hour. Looks over HUD. Uh oh!!

Gets broker, lender, builder and title on the phone. 3 hours later, all hashed out, new HUD emailed to borrower and we sign both loans plus all the 'new house' stuff in about a half an hour.

Total time spent on this deal (including picking up docs at one location, driving to borrowers home/office, signing, dropping docs at a different location, returning home): 7 hours. (Yes, I was compensated equitably for this.)

Reply by MelissaCT on 3/16/06 10:57pm
Msg #106045

Glad I'm not the only one

I've conducted signings at homes where the borrowers are very much "into" the Yankees -- my car is red & has Red Sox stickers 7 license plate holder. I usually joke that I hope they don't mind my parking in front of their house...

Tonight, I had a closing where the bwr was related to someone I had spoken with earlier today for my FT job. The last name was unique enough where I asked if they were related. Small world, it was a brother.

These things happen. Not to detract from the job at hand, but as a normal part of doing business. I get a lot of bwrs asking if I do this FT. I answer that no, I work FT at [company name] & we do [service/product]. I meet a lot of people who use that type of service, are familiar with the product but don't use it or people who know someone that is looking for just that thing. If they ask, I'll leave a business card, but that's it. No long discussion about things, no sales pitch.

I always leave my Notary Rotary business card, though...thx again, Harry!

I guess I'm just not a point & sign type of person. I do try to keep things short & sweet.

Reply by SanDiegoCA on 3/17/06 12:31am
Msg #106065

Yes, it's always better to avoid the small minds ......

Reply by Mindy_WA on 3/17/06 1:05am
Msg #106069

I too love to make small talk. I did have a situation where that backfired though. I went to a bwrs home. The home was very small and somewhat cramped. I asked her where she would like to sign, and she sat down at a folding chair next to a small table. There was no other chair for me to sit in so I knelt on the floor...Not my prefered method of doing business but fine...I'm still young. Anyhow, we get to talking about dogs and she says "do you like dogs".
"Yes" we have a dog...a basset hound.
She says, "Do you mind if I let my dog out of the bedroom, he loves company."
I say.."no problem, if he's a nice dog." (until then, I only had experience with polite dogs)

She proceeds to let out a Rotweiler that is probably 150 lbs. His head was bigger than mine.
He drooled, licked, and sniffed my b*tt the entire 1 1/2 hours I was there... should have asked her to put him away, but after I told her it was ok, I felt that it would be rude.

Next time, I will skip the dog small talk. Hopefully, I won't meet with any more borrowers that don't have the common sense to tell that their dog is RUDE!

Reply by Anonymous on 3/17/06 1:23am
Msg #106072

If I had avoided small talk with my borrowers I would have missed out on 6 requests for me to do their closings. I was asked for my cards because the borrowers had friends that was refinacning their homes. We had such a good time doing a 1st and 2nd and might I add we finished in 30 mins. flat. Their friends requested that they call me to close their loans.
Some had a 1st and 2nd and we too finished in 30 mins flat and the ones who had a simple refi we finished in about 15 mins. flat. Going in and getting the important things out of the way first we were able to fly right through the closing and the borrowers were greatful. They were told it would take anywhere from 1-2 hours to sign papers. Small talk help to pass the time and when you're laughing and talking time flies.

Reply by Anonymous on 3/17/06 1:27am
Msg #106075

Excuse my spelling I meant grateful. Late hours I am going to bed everyone have a good night.

Reply by Nd_WA on 3/17/06 3:18am
Msg #106086

Best post of the month award to Leon

This one breaks the tension of a NotRot addict like me who constantly crave meaningful info. This is a customer service profession. It's natural (we're humans) for people talk and socialize when they get together. I'd say anyone (companies) with that "avoid small talk" policy is in a wrong business.

Reply by Teddog_CO on 3/17/06 6:39am
Msg #106095

Leon, I agree with you 100% The more comfortable you make the BWR's feel the smoother that signing will go. You don't have to "talk their ears off" but it pays to be civil to people. If you go into someone's home and give them the "rush" job , you're just begging for trouble. and that can send you back out the door without the docs being signed.


Leon keep up the good work.

Teddog

Reply by Beth/MD on 3/17/06 6:55am
Msg #106100

I have to have small talk! I'm not a robot. And I've never come across any borrowers who didn't appreciate a little friendly conversation. Even a little bit of humor is always welcomed. I've met lots of great people by being a friendly person. It's also helped me obtain regular work with every company I deal with.

Reply by cyndi_ca on 3/17/06 7:38am
Msg #106107

When I refid my home to SA came to the house and was very stiff and BORING. Made me feel uncomfortable. When I started this line of work, that situation stuck out in my head. I love meeting new people and learning about them and their lives. I did one the other night where the BO's had young children and were constantly interrupting them. I finally asked the children to draw me a picture. With the excitement they had to please someone we were able to finish signing undisturbed and the kids were so proud of their pictures, the BO's were happy to have a break.

Reply by Beth/MD on 3/17/06 7:41am
Msg #106109

Re: "Avoid small talk." Cyndi

I always include the little kids too. I keep blank sheets of paper just for them to "sign" and fill out for me. The parents seem to appreciate it and the kid isn't trying to write on docs!