Posted by NCLisa on 10/16/09 11:29am
Msg #307572

Borrowers lack of respect of my time!

I know that I am late for about 50% of my closings, but I am considerate and call the borrowers in advance to tell them I don't have docs, am printing docs out etc. If I get stuck in traffic I call the moment I think I may be even 5 minutes late. If I know or think docs will be late, I tell the borrowers and ask what their day will be like so I can work within their schedules. Days when I have several closings with the same lender TC and I know they are always running late, I let the borrowers know the evening before and ask their schedules and make a note. I again call them during the day and update that I have or don't have docs, so lets push the closing until this time, or this time.

I am so sick of the closing being scheduled for 12 noon, and the borrowers pulling into the driveway at 12:10 or 12:15. They are the ones that made the appt. so they need to schedule it for a time they will be home. They need to be home 15 minutes prior just in case I'm there a few minutes early because a miracle occurred and docs were sent to me an hour before closing and not 10 minutes before and there was no traffic or accidents on the way! I had a 5:30 pm appt. on Wed and the borrowers wife came in at 6:10 with groceries because she didn't want to go out again later because it was raining. Yesterday the wife left work at 3:30 for a 4pm closing when she knows it is a 40 minute drive with no traffic from her office to home (she got home at 4:30 due to an accident on I40). Why in the world does the borrower think this is an exact science and the traffic and weather are at my control? Geez, I'm at the point where I want to be the cable company and start scheduling appts in 4 hour windows. Yes, your closing will be between 10 and 2.

Reply by Karla/WA on 10/16/09 11:44am
Msg #307574

Well, I really think that most of us could have written this email as I've waited about 1:15 minutes for the wife to show up only to see a handful of SHOPPING bags in her hand. Couldn't leave and come back as their home was about 45 minutes away in travel time. Husband could not get in touch with her as her cell phone battery was out of juice....blah, blah, blah. On these occassions when I have confirmed the appointment, been told the borrowers were aware, talked with the borrowers and they do not show up, I send the TC an additional fee.....$50-$75 with an explanation of the reason. The majority of borrowers, however, are at the appointment at the scheduled time.

My biggest beef, though are with the TC/SS that schedule our appointments, before they have received the docs from the lender...and then we are the ones who have to explain to the borrowers why their appointment is late. If ONLY the TC would check our availability to take the signing, let us know if docs are date sensitive for signing that day, and allow us to schedule the appointment. I do much a great deak if work for a large TC and know the lenders that will have docs to me well before the appointment, and those (1 specific lender) who will ALWAYS be sending docs at the same exact time I need to leave for the appointment....or later. Wouldn't you think the TC would get tired of this consistent behavior and adjust their scheduling policy to accomodate? Well, I guess it's the Friday morning ***ch session! Thanks.

Reply by Ali/IL on 10/16/09 12:00pm
Msg #307575

I too have had some of those. If you have to go back for a second time you must call the company that sent you and try to get an additional fee.
Yeah at least it is Friday! I had a rough week last week.
I pray that you all have a good month it started out kind off slow.

Reply by davidK/CA on 10/16/09 12:10pm
Msg #307579

"I know that I am late for about 50% of my closings..." Then why complain about the borrowers being late?

While you cannot control the schedules of grossly inconsiderate borrowers, you should be able to control your own schedule. If you work for TC/SS that consistently do not deliver docs in time for you to meet the confirmed appointment time then you have to change your confirmation process to inform the borrowers that your actual arrival time mustl be flexible due to circumstances beyond your control.

The borrowers do not know how complicated the email docs process can be, so tell them what has to be accomplished to get the documents ready for signing. If traffic issues are consistently a problem then give a heads-up to the borrowers, they likely will understand completely since they have to deal with those same traffic conditions as well in their daily life.

Complete communication with the borrower can limit the potential for "lateness".

Reply by Ali/IL on 10/16/09 12:16pm
Msg #307585

Yes, I agree. When I saw that you are late 50% of the time that is a lot of times to be late.
We must keep in mind that we are dealing with all kinds of people. Last night as I went to a borrowers door the man greeted me with move your car into the street he didn't want me in the driveway. It was raining. The wife had just gone out to drop off the neighbors child somewhere. It bugged me but, this happens sometimes but, not too often.
Sometimes I get aggravated over something because I am already feeling lousy.

Reply by LKT/CA on 10/16/09 1:19pm
Msg #307606

<<<Last night as I went to a borrowers door the man greeted me with move your car into the street he didn't want me in the driveway. It was raining.>>>

I never park in anyone's driveway, no matter what the weather conditions are. Nor do I walk across their lawn, unless it's the ONLY way to get to the front door, which so far, it has not been. JMHO

Reply by CF on 10/16/09 12:59pm
Msg #307599

davidK/CA are saying that you do not run late? n/m

Reply by Philip Johnson on 10/16/09 1:16pm
Msg #307604

Can't speak for David, but I can say I don't.

For the original poster to state she runs late 50% of the time and then complains about someone running 10-15 minutes late on her shows a little bit of chutzpah.

Reply by NCLisa on 10/16/09 2:53pm
Msg #307623

If you read my original post...

I'm not late because I chose to be, I'm late because the docs are. I can't get docs for a 5pm closing at 4:30 and be on time. As you should have read in the first paragraph, I am considerate enough to tell these borrowers there is a chance that I will be late, and ask them their schedules.

No wonder I don't post on her much these days. You people don't read the entire post, you take one phrase and twist away.

Reply by davidK/CA on 10/16/09 2:39pm
Msg #307620

Re: davidK/CA are saying that you do not run late?

FYI, I have arrived later than the agreed time twice in my career. Both times it was less than ten minutes from the agreed time.

That is not to say that circumstances have never occurred such that the appointment time had to be changed because of late documents or traffic conditions, but that's what phones are for. I believe that informing the borrower of an unanticipated problem, rescheduling the appointment time to account for the delay and then showing up at the "revised" time is not arriving late in my book. However, to make no effort to explain the problem to the borrower and then adjust the appointment time and just show up is my definition of "late".

Reply by CaliNotary on 10/17/09 1:10am
Msg #307689

"I've waited about 1:15 minutes for the wife to show up only to see a handful of SHOPPING bags in her hand."

Never in a million years would I wait that long for a borrower to show up. I'll give them 30 minutes max, then I'm out of here.

Reply by Notarysigner on 10/16/09 12:15pm
Msg #307584

Yes indeed, what a problem. I usually call the SS and ask them how long do they want me to wait and if it's 15 minutes I stay. If it's longer, I ask how much more are you going to pay, minimum $50.00 dollars.

I had a signing at 11 pm last week and they were late for that! They were out to D I N N E R.

Reply by Ali/IL on 10/16/09 12:20pm
Msg #307587

11pm oh my ! Now that is hard to do!It was late as it was.

Reply by Notarysigner on 10/16/09 12:49pm
Msg #307595

Oooops! Did I fail to mention there is an extra charge for that late when the SS sets the time? LOL

Reply by Glenn Strickler on 10/16/09 1:11pm
Msg #307602

How many of you have

insisted to the person that hires you that you will contact the borrow to introduce yourself, but you will not schedule the closing time until you get the docs? I contact the BO to let them know that I will call them back when I get the documents as quiet frequently, documents can run late.

It's been a practice of mine for several years now and have met little to no resistance from the TC's or SS who hire me. It solves many problems.

It's less of a problem these days with business being slower, but in a day where I have multiple appointments, one late set of documents does not throw my schedule off. If I am late, I try to make sure that it's the appointment with the late docs that is late.

I know things happen and sometimes being late can't be helped, but 50% is unacceptable, in my opinion.

Reply by PAW on 10/16/09 1:21pm
Msg #307607

Re: How many of you have

I always confirm the originally scheduled appointment time, but also let the borrowers know that if I haven't received their documents, the appointment may be late. I also tell them I will call them when I have received and printed their documents and give them an updated ETA. That seems to work for me.

When I'm busy, I give a "drop dead delivery" time to the SS or TC that is hiring me. If docs haven't been received by that time, the appointment will be rescheduled to after the other appointments that I have or they can find another NSA for the assignment.

Reply by Notarysigner on 10/16/09 1:37pm
Msg #307611

Re: How many of you have

Drop dead delivery time is a life saver as the travel time to the same place can differ by 30 mins depending on the time of day here. I also tell the borrower I will call ten minutes before I arrive so they'll be ready. I'm usually within a block or two of their signing location reviewing to docs when I call.

Reply by PAW on 10/16/09 1:13pm
Msg #307603

Late 50% of the time????

I hope you don't really mean the way it sounds. I'm hoping you mean that the actual time of the signing is after the scheduled appointment time 50% of the time, and that you keep the borrowers informed of an ETA (or ETOS for Estimated Time of Signing).

Reply by mwm143 on 10/16/09 2:07pm
Msg #307613

Seems the lack of respect is mutual

It does seem kind of brazen to complain that borrowers keep you waiting when you're running late for 1 out of every 2 closings. Doesn't it? Perhaps It's that whole karma thing.

Reply by NCLisa on 10/16/09 3:04pm
Msg #307624

Did any of you really READ the first paragraph?

READ the first paragraph.... I'm not late because I chose to be late, I'm late because of docs. I do respect their time, I call. I'm sitting here now wondering when I'll get docs for my 1pm closing. It is now 3:57pm. Did I call the borrower, yes, 3 times. Did I tell her this morning it wouldn't be 1, yes, because the lender was late with my 9am and 11am packages. I called the 9am closing last night and said unless I got docs by 7:30am I'd be late. I'd call them in the morning and let them know.

So think about this. I had a 9am, 11am, 1pm, 2pm, 6pm and 7pm closing today. I got docs for my 9am at 8:30 and it was a 45 minute drive in good traffic. Was I on time? No. My fault? NO. I got docs for my 11am at noon and docs for my 2pm at noon. Did those closings. No docs for the 1, the 6 or the 7. Out of 4 closings so far today, I was on time to 1. Was being late my fault, no. So today, I was on time to 25% of the 4 closings I had scheduled before 4pm.

Reply by Linda_H/FL on 10/16/09 3:18pm
Msg #307628

Re: Did any of you really READ the first paragraph?

" I had a 9am, 11am, 1pm, 2pm, 6pm and 7pm closing today"

With a schedule like that in the area I'm in the only way I could make them all on time would be to have a storefront/brick & mortar office and they come to me...OR insist that all docs be received the day before...

This schedule, to me, looks overbooked...but that's me and my area/demographics.

Reply by Linda Juenger on 10/16/09 3:30pm
Msg #307631

Re: Did any of you really READ the first paragraph?

I have to agree with Linda. Scheduling a 11,1,2 closing is a bit much for anyone. How can you possibly do a 1 & 2 and not be late because of travel. Glad you have the work, but you have to leave time to get from place to place.

Reply by NCLisa on 10/16/09 3:41pm
Msg #307636

Re: Did any of you really READ the first paragraph?

The average closing is 30 minutes, and the 2 closings at 1 and 2 were 1.3 miles apart. The 11am was 4 miles from the 1&2 and they were all within 8 miles of my downtown office, and the 1pm never happened. It was the first closing that was far from my home where I started out this morning. The 6 and 7 are 3 miles apart. No loan package is larger than a Chase or US Bank package, so most won't even take 30 minutes.

Remember if the closings are too far apart, I have a business partner that can do them. I sent her off to do a 10am that was 1.25 hour drive one way.

Reply by TRG_wy on 10/16/09 4:18pm
Msg #307644

Re: Did any of you really READ the first paragraph?

I can only surmise that most posters are relatively new to this game and don't have recall of when it was actually the norm to get docs at least the day before, sometimes two or three days ahead of time.

This new fad of last minute scheduling and last minute getting their docs out is BS and as pointed out here, only serves to adversely affect OUR side of the business and scheduling. The times and number of closings in one days used to be the morm but now we have to calculate in waiting for docs and printing times.

I say our fees should have gone up just because we now have to wait for docs and spend more of our "productive" time printing ....

GEESH!!!

Reply by Philip Johnson on 10/16/09 3:33pm
Msg #307632

Come on Linda, there's plenty of time at 1:00

to meet, present the package, qc your work and drive to your 2PM appointment. I can only guess that folks in my home state don't read at least the most important docs, they just sign and smile.

Reply by Glenn Strickler on 10/17/09 5:36pm
Msg #307723

I read it.

Late docs don't make me late because of the manner in which I schedule.

Reply by MW/VA on 10/16/09 7:49pm
Msg #307675

IMO, it may be your style of communication. If you set the appt., then add the if's, and's or but's, the borrowers may think you're probably going to run late, so what the h#ll. I don't schedule appts. any closer than 2 hrs. apart. That allows time for getting docs late, etc. Unlike you, I am rarely late for an appt. If I don't have docs 2 hrs. prior to signing, I'm on the phone to get an ETA. I don't overbook for one thing. There are many notaries in this business that have the reputation for booking a very full schedule, ignoring appt. times, and showing up whenever. I personally would rather have the reputation of always being on time. I do call if I'm going to be late for any reason, but I'd never put that out there when I set the appt. time.