Posted by Kristen Heise on 6/4/09 8:40pm
Msg #291188

Taking phone calls while in a signing

Hello everyone: I would like to get a little feedback from the group about this practice. Do most of you take phone calls while you are in a signing? I was treated rather rudely by a title company a few months ago because I did not answer my phone and did not return their phone call within 10 minutes. I do not answer the phone while I am in a closing. Am I crazy? I think it's a professional courtesy to give the borrower my undividided attention, afterall they are paying for it, right?

Reply by Stamper_WI on 6/4/09 8:44pm
Msg #291190

I don't. I put my phone on vibrate and will answer if they are persistent. If the TC really needs to get ahold of you, they can call the clients number.
The vibrating phone, by the way, keeps dogs and small children distracted.

Reply by Linda Juenger on 6/4/09 8:51pm
Msg #291193

I keep my phone on vibrate. If it is family for friends I don't answer. I let it go to voicemail. If it is "possible work", you betcha I answer it. I politely excuse myself and take the call. I keep it brief and to the point. I also explain to the borrowers that my phone is my livelihood (sp) and if I don't answer the call, I could possibly miss out on work. They will move onto the next notary if you don't answer. It could also be the LO, or title. This has been discussed many many times and most of us answer our phones, there are some that don't. Its a preference thing. No one is going to tell me I can't answer my phone unless they pay the bill for it. Simple as that. I have never had a borrower complain at all. I keep it very brief.

Reply by Lee/AR on 6/4/09 8:45pm
Msg #291191

Answer the phone.... the complaint you received is why.

Reply by Sandra Clark on 6/4/09 8:57pm
Msg #291196

Kristen - I'm with you. I check the number to be sure it is not a call in ref. to file I'm working on. I silence the phone and get on with the signing. Haven't had anyone complain about my not answering. To each his own. This is my preference, others have theirs.

Reply by Marian_in_CA on 6/4/09 8:58pm
Msg #291197

I don't answer the phone, as a general rule. I keep the phone on the table in case we need to use it (or if it's an esign and it is my internet connection), but I turn it over and set it to quiet.

As far as I'm concerned, I am not a slave to the phone. If it is important, they will leave a message and those who know me know I'll answer when I can. Or, they know to send a text message so that I can quietly see what they need without being rude. In fact, I HIGHLY prefer text messages anyway.

I use my Blackberry for all kinds of things during a signing, but I am a guest in someone's home... and I just think it's rude to actually answer a call unless they are fully aware that I'm expecting a call on their behalf.

But I recognize the need to answer the phone.

One good way around this is to tell them from the start that you are going to leave your phone on in case the Title company, scheduler, whoever might need to call at the last minute. If a call does come in, answer it... but if it isn't about that signing, simply let them know that you're in an appointment and will return their call in X minutes.

NEVER discuss another job or potential job in front of borrowers. Now that's rude. Remember that THEY are likely the ones ultimately footing the bill for your time...it comes out of the proceeds of their loan, so they deserve that level of respect. I know that as a borrower, I would expect it.

Reply by Claudine Osborne on 6/4/09 9:39pm
Msg #291203

Well put Marian..I do not answer the phone (unless it is the TC for the signing I am attending). I feel it is very rude and the people I am with should have my undivided attention.
They are paying my bills. If I miss a business call so be it, I would hope they would leave a voice message, my regular clients do.

Reply by CaliNotary on 6/5/09 1:20am
Msg #291223

"NEVER discuss another job or potential job in front of borrowers. Now that's rude. Remember that THEY are likely the ones ultimately footing the bill for your time."

For the money I'd give up by ignoring a phone call I'll gladly be "rude" in front of a borrower. They're may be paying me for my time, but they're not paying by the hour, nor are they reimbursing me for passing up other work. They'll live if the signing takes 2 minutes longer because I took a phone call.

With business the way its been the past year and a half it absolutely FLABBERGASTS me that people worry more about being perceived as rude than they do about making money. Out of all of the bad business decisions I've seen people discuss on this board, that one rates at the very top of the list. Yes, some things are worth more than money. Taking a minute away from a signing isn't one of them.

Reply by Teddog/CO on 6/5/09 7:00am
Msg #291230

Yes I always answer my phone. Just keep it brief. My cell is for business purposes and it could be the hiring company calling to be sure you are at the signing. Your cell is your life line to business. There is nothing rude about taking a business call. Always have your cell phone on at all times.

What I call rude are BWR's that are bouncing all around doing everything under the sun when they should be focused on the signng. Making dinner, pets, kids, adjusting the TV, answering their phones and chit chat for 5 mins with their "bud." Just had one that decided to take a shower 5 mins before the signing so I got to sit and wait 20 mins talking with his wife. Now that's rude folks.

Everyone have a great weekend

Reply by janCA on 6/5/09 9:52am
Msg #291291

Amen to your post, Teddog. n/m

Reply by Marian_in_CA on 6/5/09 11:21am
Msg #291312

Yes... that is rude, too!

I highly prefer NOT to answer it...because, yes, I do think it's rude. But, I have and will answer if I need to. But a lot of people who contact me know to send a text or PIN msg or leave a voice mail because they understand I'm trying to give someone my full attention... and get out. Shoot, some of them will even send me an email because they know I can often more quietly respond to it than talking on the phone. That's what I love about the Balckberry.

I may be a business person, and I sure need the money... but I truly beleive that I should treat others the way I want to be treated. If a business person is coming to my home, on my dime... I want them to helping ME, not taking calls about other work or from friends and family.

Of course, I also get really annoyed at people who use their phones in a restaurant at the table, movie theater... and even while shopping for groceries. If I have a call come in, I find a place out of the way where I'm not bothering anyone. Those people don't want to hear my phone calls... just like I don't want to hear theirs.

I love my phone... but I hates phones, in general and as I said, I will not be a slave to it.

Reply by CaliNotary on 6/5/09 12:11pm
Msg #291314

"I may be a business person, and I sure need the money... but I truly beleive that I should treat others the way I want to be treated. If a business person is coming to my home, on my dime... I want them to helping ME, not taking calls about other work or from friends and family."

Well nobody is talking about taking calls from friends or family, we're talking about business calls. And considering the business we're in, I think it's pretty crappy that you'd begrudge the person at your house from earning more business because they should be helping YOU instead. No, they shouldn't go take a 15 minute phone call in the middle of helping you, but there's nothing wrong with them taking a 1 minute phone call if it means that they're going to earn more money that YOU aren't going to be paying them. Especially these days.

Maintaining the ability to keep a roof over your head and food in your belly is more important than manners, period.

Reply by sue_pa on 6/5/09 12:44pm
Msg #291323

I also answer calls. I've got caller id (as I assume everyone does) so I naturally don't answer when it's friends/family. I've also never told borrowers that the call may be about their loan because 99.999% of the time it isn't. Yesterday I had 6 appointments ... let's round off and say I would have been with borrowers 5 hours ... 5 hours of not answering the phone and booking appointments that are being set for the following days and weeks !!!! Pretty soon I'd be posting in the threads that say "I don't have any work".

Reply by JanetK_CA on 6/6/09 4:32am
Msg #291481

Agreed

I'm with you and Cali. I'd be losing a ton of work if I didn't answer my phone! I generally apologize first, let them know it will be quick, and keep it under a minute. If I can't, I ask to call them back. I don't think you have to chose between "being rude" and answering the phone. While I'm taking that quick call, I'll be doing my best to keep the signing moving.

I don't think the borrowers are paying for my time. They're paying for my service, regardless of the time it takes, and I'm going to make sure that I provide them the service they expect - within reason. I can't recall it being a problem. Most people I deal with do understand that this is my livelihood. Ironically, on those occasions when the phone seems to be going nuts, it almost seems like people are suddenly more respectful of my time. They realize that I DO have other business and I don't have all day to sit with them.

Again, I feel it's all in how you handle it, and I think it can be done with consideration and courtesy for those you are with.

Reply by LynnNC on 6/4/09 9:35pm
Msg #291202

I answer my phone unless it is family. If I don't answer my phone, the TC will call the next signing agent on their list, and I am not going to give up the closing and fee. I just explain to the borrowers that answering the phone is how I get my business, and please excuse me!

Reply by Kay/IL on 6/4/09 10:05pm
Msg #291206

I usually take phone calls during closing. When I do receive calls, 95% of the time it's related to the closing anyway (usually from one of my hand-holding SS clients) or for another assignment. Plus the borrowers think the calls are work related, which of course they usually are.

The calls are nonetheless kept very brief.

Reply by nolanotary on 6/4/09 10:21pm
Msg #291209

I will answer if the call is someone other than friends or family...if you don't answer, the clients will move on to the next person on their list. I explain to the borrowers that I must answer the call or I will lose business...I keep it very brief, get the number and explain to the caller that I am in the middle of a closing & will call them back in a few minutes to discuss appointment. Most calls are usually no longer than 1 minute. I then apologize for the interruption and continue with signing.

I have never had anyone complain or give me harsh looks for answering calls...it's business. Most borrowers are answering their own calls, cooking, dealing with kids/pets, etc while we're signing anyway, so I don't feel it is wrong. However, if you have problems multi-tasking and may potentially make mistakes or lose track of where you're at or what you're doing...don't stop...let the calls go to voicemail.

Reply by parkerc/ME on 6/4/09 10:47pm
Msg #291212

I answer my phone, because 98% of my calls are business and often it is the TC for the signing I'm at. If it's business for other than the current signing, I keep it short. Like one poster here, one of my clients is a hand-holding one who calls 60 minutes after the signing has been scheduled for a progress report and I just say I'm sorry I can't talk to you since I am in the middle of one of your signings. Rudeness on answering a phone and having a chatty conversation is a two-way door. I have been in the middle of a signing, when one of the borrowers gets a call from her friend or her family or whoever and instead of saying she will call back because she is busy, she sits there and chats with the caller about nothing important. . . while I wait for 10 minutes with the next document in hand for her to get off the phone. I deserve as much respect as the borrowers.

Reply by janCA on 6/4/09 11:02pm
Msg #291213

When I first started doing signings (2002) I did not answer my phone; I thought it was rude. I soon became aware of the fact that the borrowers had no problem answering their phone while I was trying to conduct a signing so I starting putting mine on vibrate, and I always excuse myself but I do answer my phone. Back in the day, when at EOM you would continuously get calls, I would end up just shutting my phone off.

Reply by Joan Bergstrom on 6/4/09 11:24pm
Msg #291214

You want to be hired? Answer your phone. I never answer calls from friends or family.

The 2nd time my phone rings at a signing I don't answer it and shut the phone off.

In my opinion 1 phone call is enough for any borrower(s) to put up with.

Reply by Gary_CA on 6/4/09 11:55pm
Msg #291216

MOM!!!!!

If I'm expecting a call, I'll tell them. If it's important business, I'll apologize and take it. 95% of the calls that come in get a quick ignore.

So the other day my phone vibrates and the gracious borrower says "go ahead and take that if you need to." I look at the screen and make a light moment... I announce "Mom, ignore!"

We all chuckle.

2 minutes later Mom rings again. Mom knows and understands my signing business.

Who died?

"That's twice, let me take this real quick"

"No nothing important I just didn't know why it went to voicemail."

"Because I ignored you, I'm in a signing... I'll call you when I get back in the car."


It's only once and she's a good mom, so I waived the punishment.

Reply by Roger_OH on 6/5/09 12:09am
Msg #291219

Been discussed many times...

My phone is my business lifeline, and companies will just go down their list to the next SA if I don't answer.

I keep it brief, and the signers have always understood it's just business.

Reply by Tom/NJ on 6/5/09 6:08am
Msg #291228

Re: MOM!!!!!

Ouch...My phone has a "Ignore" button but it also has a "Quiet" one so instead of sending the call to voicemail I will just hit Quiet so it is not vibrating the whole table.

9 times out of 10, the call will be about the signing that I'm doing, so I will take the call and definitely make it quick. I won't pick up for friends or family at a signing, and won't pick up for a number I don't know but my phone tells me where the call is coming from(city and state), and I went through all the companies that I have signed up through and/or have contacted me and added all numbers I can find on them to my phone book, that way it comes up.

Reply by BrendaTx on 6/5/09 8:33am
Msg #291259

Re: MOM!!!!!

Mothers indeed. My mother has been known to call six times just because I didn't answer.

Reply by sue_pa on 6/5/09 1:53pm
Msg #291333

Re: MOM!!!!!

I don't pick up because I'm with someone and I see that it's Mom. A voice mail pops up. When I check messages ... Mom, "She's not answering, I think it's the machine." Dad (in the background), "Then call the other number." Messages on cell phone, business line and home phone ... and they know what I do for a living and that I can't answer all the time. Also calls from them about my kids, "Do you know what she's doing on Saturday?" Me, "No, she's had the same telephone number for 5 years, you know the number, why don't you call her and ask?"

Reply by BrendaTx on 6/6/09 6:35am
Msg #291482

Re: MOM!!!!!

My mother is the same. "Brenda? Brenda? I guess this is your answering machine. I just wanted to tell you what is on Dateline tonight...I'll call you on your other phone." (And, then she calls me on the phone that rolls over to my cell phone.)

Reply by Susan Fischer on 6/5/09 11:20am
Msg #291311

Sigh. Wish my mom could call...you're a good son, Gary. n/m

Reply by John/CT on 6/5/09 5:50am
Msg #291226

Taking phone calls while in a signing: never ....

unless it is related to this signing, and the call comes in on the borrowers' phone. This happens so seldomly, I can't even remember when was the last one. As a matter of fact, I leave my phone in the car during the signing. Granted, our cell phone is "our business lifeline", etc., etc., and if I miss a call for a new signing ... well, life goes on ... I'll eventually get another. I haven't yet reached that point in my life where every single call for work is a financial life or death situation for me. My job at the moment is to focus 100% of my attention on this particular engagement ... not withstanding outside distractions caused by the borrowers (e.g., children, cooking, incoming telephone calls, etc,).

Reply by Les_CO on 6/5/09 7:07am
Msg #291231

Re: Taking phone calls while in a signing: never ....

I just love standing at the check-out counter with a $20 bill in my hand while the clerk takes three phone calls……..I’m with John…I don’t answer the phone while in a closing.

Reply by John/CT on 6/5/09 7:30am
Msg #291233

Great analogy, Les, here's another ...

Just imagine, you're a woman or guy over 40, going through one of those "intimate" exams (which we dread & hate), when the doctor's cell phone rings! "Please excuse me for a minute ....", thay say as they take the call with their other (ungloved) hand.

Reply by jba/fl on 6/5/09 8:03am
Msg #291246

No, not a Great analogy,

The doctor has a staff to answer and inform the caller that he is with a patient right now. I don't have staff, so when my phone rings I just say this is the people who hired me tonight, answer and don't say much of anything except yes, no, uh-huh. When I'm done, just say they are making sure all is going ok, no questions, etc., then resume.

Reply by Les_CO on 6/5/09 12:20pm
Msg #291316

Re: No, not a Great analogy,

I think John’s reply was meant to be funny. Let’s all remember that the borrower is paying several hundred dollars for our being there, even if we only get a portion of that fee. Many times we are the only face to face contact these folks have, and the transaction may involve their largest asset/liability. I believe they deserve our full attention. Most of my closings occur in the evening, when the schedulers are doing something else…and if they need an ‘emergency’ closing done in an hour, I can’t finish the job I’m doing, and get back to my office and print docs, and go anyway….so what do I lose? But to each his own.

PS to John: Yeah I hate those exams…especially when the Proctologist puts both hands on my shoulders !!!

Reply by Linda_H/FL on 6/5/09 1:34pm
Msg #291329

Some things are best left unsaid on public forums..MHO n/m

Reply by ReneeK_MI on 6/5/09 7:46am
Msg #291236

Like asking if children should be spanked ...

The "yes" group and the "no" group are both quite convicted, both have reasonable & rational points, and I suspect are also pretty conditional. I would imagine each group has a difference in the area of need and motivation (conditions) at the base. I mean, if I was living in fear of losing the roof over my head, it would sure change my priorities and a ringing phone would move way up the list over personal 'preferences' or anything else. If I were more motivated by dollars than I am by my own preferences, it would also move it up. I don't think EITHER group is "right" or "wrong".

WRONG - wrong is what I saw watching the Memorial Day parade, the mom marching along with her little one in a club or group (I don't remember, maybe Girl Scouts), talking on the freakin' phone ...

Reply by ReneeK_MI on 6/5/09 7:48am
Msg #291237

Adding - most of my clients will/do leave me v/m, too. n/m

Reply by Jess/CT on 6/5/09 8:56am
Msg #291265

I leave my phone in the car, any necessary calls are made to/by the BO on their phone.

Reply by Dave_CA on 6/5/09 9:03am
Msg #291267

Always, if business, but kept short and I explain to the borrower.
I've never had a complaint.

Reply by Tamara Schmitz on 6/9/09 12:14pm
Msg #291685

I am also amazed that people would turn down potential business in this market. I always check the caller ID first, if it is a signing/title company, I will always answer!! But of course, I keep it very short and do my best not to talk about the specific signing terms ($) in front of borrower.