Posted by CJ on 3/12/08 6:11pm
Msg #239112

Blowing off a little steam.

1. Accepted an email job yesterday to set up for today.
2. Borrower said he would not set up appointment becuase there was going to be inpounds.
3. I talked him into setting up for 3:00 today, and I told him I would contact someone about the impounds.
4. Told SS to work out with client about impounds. They did. SS said, "Don't print docs, we will send you new docs with no impounds. Great.
5. Printed new docs, including an email with about 8 goofy attachments. Of couse, I carefully and tediously printed them all becuase I am getting paid to do a good job. I noticed one was a GD taking property out of trust.
6. I did not want the signing to stall on having just one GD, so I asked if SS if they could get another GD putting it back into the trust. They did, and got it to me on time.
7. All ready to go. I left a little early to make sure I am there on time. I HAPPEN to be in his neighborhood 20 minutes early (2:40), I was on his street looking at the street numbers for his exact home.
8. Borrower calls and says, "Hi, is this the notary? I would like to cancel my appointment for today at 3:00 because I am getting a loan with other bank and they are giving me a better deal. I didn't want to have you drive out here for nothing."

I was SO furious. I wanted to read him the riot act, bite his head off, and many other upleasent, unprintable things., but I gritted my teeth and was sweet. I said, "I happen to be the neighborhood right now". But he was cancelling, so there was nothing I could do but turn around and go home. (Of course I called the SS and told them.)

I do not want to be unprofessional, and be a bad representative for my SS service, (one of my favorites), nor do I want to be a bad rep for their client. But come on, waiting until THAT LATE to cancel the appointment? Would any of you told him off? I was just wondering.

Well, I feel better talking about it.
Thanks for listening.

Reply by Jose Gutierrez on 3/12/08 6:33pm
Msg #239116

I would ask for a trip fee and a print fee.

Reply by Les_CO on 3/12/08 7:19pm
Msg #239120

Put yourself in his (the borrowers) place, most times he/they have no idea of the costs until you show up with the docs. These lenders could (and should) get the info to the borrower the day before (instead of 10 minutes before signing). Maybe he got someone honest giving him a fair loan, (rather than some $6000 YSP) and you begrudge them this? At least he called you and explained…more than the LO did. No, I would have congratulated him on his good judgement, and chalked it up to sometimes good stuff happens in your chosen business. If you just want to get your $100/$125 ,out of everybody regardless, why not try pimping?

Reply by CJ on 3/12/08 7:29pm
Msg #239123

It's not about the money,

I'm upset about the time. This borrower knew he was working with more than one person the whole time, and he waits until the last minute to tell me not to come. I could have been invoiceing, gardening, cleaning the house, etc. rather than printing docs, spiffing up, and heading out. I know my SS will compensate me fairly, but I am perturbed at the borrower's inconsideration.

(I was also surprised that he blurted out that he got a better rate with a different bank. I had not asked him yet, so I think he is young and inexperienced. Older people don't do that, and older people cancel earlier.)

I never said I was upset with the SS.

Reply by ZeeCA on 3/12/08 7:53pm
Msg #239125

cj... see yr PM n/m

Reply by Cari on 3/12/08 7:54pm
Msg #239126

in the immoral words of Napoleon Dynomite..

..."gosh, frickin' idiot!" that is how I describe that borrower.

Not ALL BO are so deserving of our professionalism, but you were and you get a gazillion kudos for not losing it.

Reply by Cari on 3/12/08 7:56pm
Msg #239128

HAHA "immoral"...should be immortal...I can sepll...he he n/m

Reply by Les_CO on 3/12/08 8:20pm
Msg #239130

Re: It's not about the money,

I was not trying to be harsh, but YOU chose this business, and it’s NOT guaranteed!! Stuff happens! The docs are ALWAYS late. The LO is … how can I say this… perhaps unconcerned except with his commission? You are, as a “Signing Agent” much MORE than just a Notary, you are usually the only person the borrower sees, and as such the “go between” to everyone. And on your shoulders lie the (unrecognized) responsibility for the entire process happening, or not. We ALL have to make many calls, get contact numbers, change signing locations, plead for docs, run late, drive in rush hour, or at night out in the boonies and the borrower hasn’t turned on his porch light….it’s all part of the job. And also, in my opinion, in the end try and make the borrower as comfortable as possible (if they want the loan) with their decision. You did your thing, you tried, the borrower just got a better deal…At least when they shovel dirt on your face, your conscience will be clear on this one. Consider your time as part of your Notary "Continuing Education"

Reply by CaliNotary on 3/13/08 2:45am
Msg #239149

Re: It's not about the money,

"I know my SS will compensate me fairly, but I am perturbed at the borrower's inconsideration."

So what would you have rather he done? Surely you wouldn't expect him to sign documents for a loan that he's already decided he didn't want. Maybe he couldn't call you earlier because he didn't have the information he needed to make a decision until then.

That he called you WAS considerate, as was his telling you his quite valid reason for doing so. Why you think that means he's "inexperienced" is beyond me. A lot of people wouldn't have even bothered to do that, they would have just told you they changed their mind when you showed up at the door.

And count me in with the people who think you get yourself way too involved with stuff that's not your job. If you did that much just trying to set up the appointment, I shudder to think of the myriad of ways you could overstep your bounds during a signing. We have a very specific and very defined role in the process, and everyone is much better off when we stay within those constraints.

Reply by Vince/KS on 3/13/08 11:45am
Msg #239171

Several closings recently have noticed increased application

fees. It tends to be around $350 to $400. It was paid in advance by the borrower (POCB). I would guess this helps keep the borrower interested in staying with the existing offer.

Reply by ananotary on 3/12/08 8:48pm
Msg #239133

We are not here to talk them into anything incl. appt. time

"I talked him into setting up for 3:00 today, and I told him I would contact someone about the impounds"

You had a red flag that there was a problem, me I would not have talked him into anything.

Reply by CF on 3/12/08 9:21pm
Msg #239134

Re: We are not here to talk them into anything incl. appt. time

I have to agree with this. When you are going "above and beyond" then you REALLY run the chance of getting burned. It seems to me that when I "try" to do everything to get the appointment and "part the waters" so to speak- that it blows up in my face.

I gave up being an administrative assistant/ coordinator a long time ago does not, usually, pay off in the end. My job is to show up with docs that the BO already knows what is going on....nothing more or less.

I am sorry about the experience....sometimes it takes a lot to keep your cool!!!! I have been there- with many BO's, TC's, SS and dont even get me going on LO's.

Reply by Roger_OH on 3/12/08 11:02pm
Msg #239138

I think you're a little too involved...

As soon as he said he wouldn't sign because of the impounds, he should've been referred to his LO to straighten it out; you shouldn't be the one working it out for him. You then advise the SS of what happened, and ask them to let you know if it gets rescheduled.

I would agree you are entitled to a trip/print fee for the no-sign.

Reply by Pat/CA on 3/12/08 11:35pm
Msg #239142

But it sures feels good to blow off steam!

Which I think is all you wanted to do. I'd be pretty irritated also... and you're welcome for listening. I wouldn't have told him off (to answer your question) and hopefully, I wouldn't come home and tell off my family either! =)

Reply by CJ on 3/13/08 12:17am
Msg #239145

Thanks for listening everyone. :)

I was just worked up, but you are right, these things do happen all the time, and I am all calmed down now. What I meant by "talking him into 3:00" was that he would not set up a time until he was happy with the impounds, and I knew the docs were date sensitive. He was the one who picked 3:00.

You guys are also right: I have had WAY worse borrowers. And he could have even canceled at the door at 3:00. He WAS trying to save me the trip. But my other jobs went well tonight, and when I got home, hubby had dinner made.

(I also swung by the grocery store on the way home at 9:00 pm to grab a few things, and the phone rang while I was in the checkout line: "Hey, it's ME! You're nephew! I just got out out of the Marines, I bought a car today, and I'm driving up tomorrow to see you guys!" I didn't even know he was on the continent. So tomorrow is a whole new day of adventures. Good thing I got some chicken on sale.)

Thanks again for listening.

Reply by JanetK_CA on 3/13/08 1:42am
Msg #239148

Re: Thanks for listening everyone. :)

Enjoy your time with your nephew tomorrow! I think the others made some good points, but I also think it's easy to get carried away trying to be helpful to our best clients. To answer your question, I think that AFTER I got off the phone with the guy, I would have given my steering wheel a good cussing out on my way back home or on to my next task. Then I would have done my best to move on -- as you seem to have done. (BTW, I also might have taken some time for a bit of self-assessment to see if I could have done anything differently to avoid the situation. Then file it under Lesson Learned!)

Reply by sue_pa on 3/13/08 7:43am
Msg #239153

Re: Thanks for listening everyone. :)

...I would have given my steering wheel a good cussing out ...

not me, I like my steering wheel. I cuss out the truck drivers and the weather man - I throw in pedestrians who walk on the street rather than the sidewalks for diversion

Reply by Dawn/PA on 3/13/08 1:41pm
Msg #239186

Dang Sue.....I better remember to stay

on the sidewalk when in your part of town !!

Reply by SShoreDude on 3/13/08 8:46am
Msg #239161

Stinks, But....

These people are dealing with thousands of dollars, so when there is a better deal on the table, and the one I am doing gets cancelled, I usually understand and chaulk it up to part of the job, expecially in light of the fact that a lot of the deals I see borrowers are getting completely ripped off.

As in the words of Hyman Roth,

"Michael, this is the business we have chosen."