Posted by Joan Bergstrom on 12/14/09 2:37am
Msg #314225
What Do You Say When You Confirm An Appointment?
When I confirm an appointment, the first statement, I make to the borrower(s) is:
Hello "I'm Joan Bergstrom and I am the Notary Public who will be assisting you with your loan document signing on Dec 15th at 6:00pm".
"I want to confirm the appointment with you and give you my cell number 951-522-4919 ( I speak very slowly when giving my cell number ) so, if something should change and you need to call me, you have my cell."
Then I say: "You need to have current identification such as a drivers license..............etc
Then, I repeat the signing location, I was given off the confirmation email, to make sure the signing location address is correct (no more rental locations for me every again) and tell them I will meet with them at 6 pm on Tuesday the 15th.
See you Tuesday!
Cheers, Joan
This seems to have worked for me for over 5,000 loans in CA without much confusion but I am always open for suggestions?
| Reply by Todd/OH on 12/14/09 5:48am
Msg #314227
My approach is worded slightly differently than yours. If this has worked for over 5,000 closings, stick with it.
| Reply by Cari on 12/14/09 6:47am
Msg #314228
what you've written is what I say-so far so good! ;D n/m
| Reply by Linda_H/FL on 12/14/09 7:46am
Msg #314229
I don't mention loan documents right off....I introduce myself and let them know I'm calling about our "appointment" for <date/time> - they usually know in advance.
I then confirm (a) their names on their D.L.'s and (b) the directions I've already printed out from MapQuest. During this conversation oddities usually come to light (meeting somewhere other than property, one party will be late/won't be there, someone is ill, one has a POA for the other, they only have xxx time to do this, etc., etc) I also make sure they'll have a copy of their ID available for me (my portable copier is kaput).
I then let them know the appointment is contingent on my receiving their documents in time and ask about their flexibility.
Once all is said and done I tell them to call me should anything come up and they need to change the appointment and I'll do my best to accommodate them, letting them know I can play with the time but not the date of the signing. I then end with "Okay, I'll see you on date/time and I look forward to meeting with you".
Works for me and avoids some issues at the table.
| Reply by ReneeK_MI on 12/14/09 8:06am
Msg #314231
I don't ever make reference to the nature of the appointment, be it a loan closing or anything else. I can NOT make any determination as to whom I am speaking with over the phone - ingrained privacy training.
I say "I'm calling to introduce myself and confirm the appoint to meet with you on Tuesday at 6:00 (at this address ....). This is also all I'll leave on a v/m, but I then include the name of the person I'm leaving the message for.
| Reply by CopperheadVA on 12/14/09 9:26am
Msg #314234
I agree with you on the privacy thing but I've been finding that if I am not specific enough on VM, people just don't call back to confirm. Or when I do get a hold of someone, they are so afraid of marketing calls that they are very evasive if I don't let them know right off the bat that I'm calling about the loan signing for John or Jane (in those cases I try to just use first name to preserve privacy as much as possible, just in case I have wrong number). Very frustrating.
| Reply by LisaWI on 12/14/09 9:49am
Msg #314235
My experience is the same as Copperheads as far as leaving a VM. If Im too vague they just dont call me back.
As far as speaking with someone, I introduce myself, telling them I am the Notary/Signing Agent meeting with them for their loan closing. The first thing I go over is the date and time for the closing making sure this works out OK for them. Then address and directions, id requirements and then I let them know the appt takes about an hour so they plan accordingly, getting home in time, supper, kids, events taking place after the appt, etc. I confirm the county we will be in for the closing and then I close with my phone number in the event something comes up for them and they need to call me. I let them know that sometimes I can be flexible with the appt. I also ask them if they have any questions at this point for me. Sometimes I can answer them and sometimes I can point them in the right direction to get their questions answered.
Its funny, sometimes I get to speak to both husband and wife. Wife is taking care of the loan particulars and husband is better with directions, lol
| Reply by Lee/AR on 12/14/09 9:50am
Msg #314237
What Linda & Renee said, but I just call it a
call to confirm an appointment to sign documents with (party's name). Signing documents could mean anything and usually the party I'm talking to will provide the words "loan" or the "Lender's Name".
| Reply by Rhonda Skansi on 12/14/09 10:55am
Msg #314241
Re: What Linda & Renee said, but I just call it a
I've noticed that the party usually isn't available until I say..."I'm just calling to confirm an appointment to sign some documents with them tomorrower at 6".....then they are suddenly available to take my call.
| Reply by JanetK_CA on 12/14/09 11:21pm
Msg #314356
Re: What Linda & Renee said, but I just call it a
I do basically the same thing. I never mention loan documents, but refer to our appointment at such and such time and day. That usually does it, but sometimes I might have to refer to the name of the title company or lender. I keep it as innocuous as possible until I get some kind of recognition on their part.
| Reply by Cristal Southerland on 12/14/09 12:30pm
Msg #314265
That sounds pretty close to how I do it also. I have worked with some really great clients, and they appreciate the call, and they will more then likely call me back just to let me know they received my message. I also repeat my number at least twice in the conversation. Thanks for sharing! It always help to hear or read how others handle it.
Cheers!
Cristal
| Reply by Glenn Strickler on 12/14/09 12:30pm
Msg #314266
Works for me. n/m
| Reply by LKT/CA on 12/14/09 3:07pm
Msg #314297
I say something similar to Joan, my name and I am a Notary Public - they don't know what a Signing Agent is but they certainly know what a Notary Public is. Then I mention that I was contacted by the Noodle Title Company to meet with him/her/them on X date at X time. That way, they make the immediate connection....I'm not a random caller but have a specific purpose to my call, and have a reason to have their number (and address) - if it's the answering machine I'm talking to, they will immediately pick up, if at home. If not, then I leave my phone number and ask them to call me. The rest is similar to what Joan says - verifying ID, address, time is okay, etc.
| Reply by parkerc/ME on 12/14/09 5:43pm
Msg #314319
Lately, after making sure that I am talking to the borrower, I have been saying "I have not yet received your documents so I don't know the specifics, but as far as you know, are you the only one signing on this loan?" If the answer is yes, I just say something to the effect, "Thank you, because if you are married, although you may be the only one signing for the loan, there may be some documents that require your spouses signature and therefore he/she would also need to be present." . . or something to that effect.
| Reply by Joan Bergstrom on 12/14/09 11:04pm
Msg #314354
Thanks for the replies! n/m
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