Posted by LisaWI on 10/10/06 11:08am
Msg #151380

Cancelling & Rescheduling Dilemna

This is about one particular company I do signings for. I need some feedback and ideas on how to handle this situation. Some of you might figuere out who the company is after I explain because it seems to be common place for thier company. So here it is:
They email a request for a closing to you and then you accept or decline.
So you accept, jot down in your calender the time, and call borrowers to confirm appt.
9 chances out of 10, you receive a cancellation and reschedule for a different day and time and again, accept or decline.
To make a long story longer, my dilemna is with this particular company who I like working with, has done this on certain signings for a borrower 3 to 4 times. My problem is when another company calls me to do a signing and I decline them because I have a scheduled appt with this company and then they cancel and reschedule, where I could of accepted the other signing.
I know some of you have cancellation fees. And the other point is you do end up doing the signing when it eventually happens.
My other dilemna is everyone wants to close their loans at 5 and 6. Is it common practice to rearrange appts with borrowers and if everyone (borrowers, lo, TC) is OK with it?
Feel free to email me in private if you wish.

Reply by Robin_IN on 10/10/06 11:30am
Msg #151389

I don't charge a cancellation fee if I never left my house and didn't print docs. If I printed the docs, I will charge a "print" fee. If I make the trip, I am going to try to get full fee. I know some companies only pay a trip fee, but I don't accept a lot of those, if I know in advance. If this continued to be a problem with this company, I would probably rethink doing business for them. We don't make anything from a full appointment book if they never materialize. If I get a call for a reschedule and I am available, I will take it. As far as rearranging appointments, some companies do NOT want you to do that unless you talk to them first. Other companies have told me - go ahead, we don't care, just get it closed. I am amazed, continually, on the difference in some companies, but if I have confirmed an appointment at 5:00, I am going to keep it at 5:00 unless an emergency comes up. To me, that is part of being a reliable signing agent. JMHO

Reply by Charm_AL on 10/10/06 11:42am
Msg #151392

First, I think you are talking about closeline. I was the same closing every day for a week and finally walked. You cannot charge a fee unless you've done at least some printing.
Second, I will tell my companies that I have something at that time and offer to call the borrower to change the time. I also ask if it's a single borrower, they can meet me at work or at lunchtime. A couple of my regulars don't mind, I just take it and rearrange, haven't run into a problem (yet).
Some are hell bent on keeping it at the time they have and if you have other appts you have to decline. As far as choosing to work with this company and scheduling your time, time after time, that's your choice. I only went thru it once and I'm not going back there. I, like you, lost a few over that company, they actually cost ME $650.00 turning away others.

Reply by Glenn Strickler on 10/10/06 11:55am
Msg #151397

I tell the companies up front that I don't schedule the appointment until the e-docs are in my hand or I have a tracking number for the overnight docs. Some companies complained and it probably has cost me some business, but now, over time, I seem to be boiled down to good companies who don't seem to have these problems -- and most companies don't seem to have these problems.
This works for me as I am retired and have other income and can afford to cherry-pick. I also get a lot of general notary work from PAW's signs.

Reply by Teddog/CO on 10/10/06 11:54am
Msg #151395

I think just about everyone has this same problem. The problem with companies that consistly do this to you are liability . There are times that you just have to put them on "the back-burner" and save your prime signing hours for your reliable customers. I also charge for cancellations (last minute) because you have by that time turned down at least 2 signings for that very same time. Because we are independent contractors we cannot afford to play games with (well! maybe or maybe not) appointments. It has to be a firm appointment or you're just wasting time and energy. It's bad enough when it's a no sign. It has been my experience that when people start changing that appointment they more then likely are working with two lenders or they have no intention of signing.

All that being said, if you have open time early in the day then schedule those appointments early. That way you can just take another appointment if it falls through. Sometimes it more "cost effective" to bit some companies a fond goodbye and move along. This business is about making money.

Reply by Teddog/CO on 10/10/06 11:57am
Msg #151398

Correction not Bit-should be bid! lol n/m

Reply by CaliNotary on 10/10/06 11:55am
Msg #151396

I'd probably stop doing closings for the original company. If they're costing you that much money in lost business is it really worth the trouble?

Barring that, if you know that they're likely to cancel the signing, I'd accept the other signings when they come up. If they don't cancel just call the borrowers, tell em you had a brain fart and scheduled 2 at the same time, and reschedule one of them. Most likely one or the other borrower won't have any problem doing it a little later or earlier.

Reply by Jersey_Boy on 10/10/06 12:22pm
Msg #151403

I had a TC in Pennsylvania that would schedule me for 5-6 signings in a week. 4-5 of the would cancel at the last minute or be postponed. If I wasn't a busy guy, I wouldn't care.... But when I am turning away other business because I am booked up, and then it cancels.... i get a little upset.

I told the company that I would continue to work for them, but only on a "last minute" basis. They can no longer call and schedule anything in advance because too many of them bomb. If and when they have docs in hand and are ready to go, they can call me.

PS- They haven't called since. OK with me, I have other customers with loans that will actually be signed.

Reply by LisaWI on 10/10/06 12:49pm
Msg #151406

Thanks to everyones responses I have somewhat figuered out how Im going to handle this or at least have some good points to think about. You know, brain farts happen. Thanks for the laugh Cali
Now for the good news. I have started doing a different kind of marketing and by golly its working. So as my dad used to say "dont pet the sweaty stuff, it all works out"
Have a good day everyone and thanks again. Your input is very appreciated.

Reply by Notary_OH on 10/10/06 5:38pm
Msg #151480

I believe you have a dilemma, not a dilemna n/m