Posted by Butch on 11/11/09 11:18am
Msg #310673

Feedback

FYI, I'm new to this NSA deal and looking to provide, excellent service and value the market. How do I get feedback from the companies that use me other than the phone just stop ringing. Anyone ever considered a feedback survey with a return envelope to the SS and/or TC on your work. I have 5 signing with 2 different companies. I assume the repeat business indicates that are satisfied with my work todate. Any suggestions on how to get feedback?

Reply by TedG/AZ on 11/11/09 11:24am
Msg #310674

It's always a good idea to secure feedback. Many of the document packages have a feedback sheet that allows the borrower to provide feedback on his/her experience regarding the total loan process. If nothing is provided, always ask for feedback.

Reply by mwm143 on 11/11/09 11:24am
Msg #310675

You could it a try but I doubt anyone will take the time to reply. Most SS frown upon signing agents returning business cards and other marketing material to TCs.

Your best bet is to triple check your work before you send it back. Like most aspects of life, you only hear the negative. Repeat business is your positive feedback.

Reply by Pamela Hoyle on 11/11/09 10:38pm
Msg #310763

I put a business card on every single pkg that I send in...that way, if there are questions about anything, they can come straight to me. I have had one TC call me directly to do an add'l doc signing that they had forgotten to include...didn't know that this has been frowned upon. In 4 years, I haven't had anyone complain...

Reply by MW/VA on 11/11/09 12:19pm
Msg #310679

When I was starting out I felt just as you do. I planned to build my business reputation as solid & reliable. I didn't like guessing how the companies viewed my work. Fact of the matter is that they're too busy, but will call notaries who they know they can rely on for regular work. That's usually the only feedback you will get, in the form of repeat business.

Reply by Dorothy_MI on 11/11/09 1:47pm
Msg #310693

If you goof you will know! n/m

Reply by JanetK_CA on 11/11/09 2:59pm
Msg #310706

I agree with the others. Pretty much the only feedback I get - especially lately - is when I hear from ss who are trying to convince me to handle something for them at a lesser fee than usual because "we'd prefer you handle this one"...

For what it's worth, I think it's pretty normal to start second-guessing yourself every time there's a slow period (like right now). But it can be very useful - if you take the time to re-examine your procedures, look for ways to improve, and question everything. This would be so much easier if we could get that feedback (also discussed in another recent thread), but I think this is just another one of the differences between being self-employed and having a job. Just doesn't work the same way. All businesses have to deal with the same thing.

I do think that some hiring entities (probably not the smaller title or escrow companies) do check up on us by contacting borrowers after the fact to get feedback about the notaries they are hiring. Signing services might also get some feedback from their clients if they have a close relationship. I try not to read too much into anything. There are just so many factors that influence whether or not the phone rings - some of which are totally outside of our control.

Reply by SharonH/OH on 11/11/09 9:02pm
Msg #310747

I had the same idea back when I first started. I used to include preaddressed, postage prepaid postcards for the title company to send back: "how'd I do" responses, anonymously if they preferred. All they had to do was handwrite a line or two and stick it in the mail. Most of them didn't respond, and the only ones I actually got back were the positive ones. Which was nice, but not what I was looking for. I'm sure there were some dissatisifed customers back then, but no one wanted to give me the constructive criticism I was looking for. I suppose they were either afraid of hurting my feelings or just didn't want to be bothered. So I discontinued the postcards. As Dorothy said, if you goof, you will know, and you just take it as it comes.

Reply by JanetK_CA on 11/13/09 11:20pm
Msg #310974

Might want to qualify that...

If you goof BIG you will know. The little things they will probably just fix and move on and you'll never hear a peep.