Posted by John/CT on 5/17/10 11:22am
Msg #336800

Would you believe it?!?!

I got a call last nite (Sunday) at 10:30 asking me cover a signing for this morning at 9 o'clock because the other notary cancelled out. Well, I have to give the service credit for at least being honest about it. Most often the call goes something like this: "I wonder if you can help us out with a last minute emergency ...?", and never giving the reason why. In just about all cases the call is from a service I very have rarely or never used before. Obviously, I was not first on their call list. So, I decline every one of these calls ... and have to bite my tongue from saying: "If you had called me first, you wouldn't have to be scrambling around now in a panic trying to find a substitute. Your last minute crisis does not justify an emergency response from me!" Boy, I sure wish I could say that, but I always try to be civil ... even in shameful situations like this.

Reply by Notarysigner on 5/17/10 11:30am
Msg #336803

I do the same thing John, turn them down. I tell them however that I need time to review the Docs because we know the TC doesn't make mistakes..right? That usually allows us to part ways, in a civil manner.

Reply by Alz on 5/17/10 11:33am
Msg #336804

I like your response, as it

leaves the door open for possible future business and shows your professionalism.

Reply by Glenn Strickler on 5/17/10 11:56am
Msg #336807

Help me with this ...

"Obviously, I was not first on their call list"

Now I don't know who the SS was that called you or what their payment history is, or how many notaries are in your area, but does that statement mean that you expect to be number 1 on everyone's call list? I don't think so ...

So someone was in a bind because a notary canceled out. Called you and told you the TRUTH, and you turned down the job, is that about it?

Seems like you blew off an opportunity to get to number 1 on their call list.

Perhaps you forget, when each of us began, we were not number 1 on anyone's call list. WE had to work our way there. We are in the customer service business, and whether it's a grocery store taking a bad chicken back that a customer bought at a competitor, or a hardware store clerk dropping an item by that a customer forgot to load in their car rather than making the customer come back, or taking a last minute signing (from a company that has a history of paying, of course. I am not asking you to give anything away here) when a SS or TC is in a bind, then that is a way to distinguish yourself from the pack.

I did read your post twice, but I had got back into town late last night, so your post may not be sinking in. However, if that were me looking for a notary to help me out when another canceled, then the one who helps me out moves up on my list ......

Just sayin'

Reply by Notarysigner on 5/17/10 12:10pm
Msg #336810

Re: Help me with this ...

I'm definitely NOT answering for john but what I read is, simply he doesn't cancel out once he takes an assignment. My I'm wrong but that's what I read.

I do agree with him that the last minute panic call doesn't justify an emergency response from him.

The last time I responded to a last minute emergency call...the out come was being sued by a SS because I refused to sigh their BS liability agreement after I responded to their emergency.

Reply by Glenn Strickler on 5/17/10 12:25pm
Msg #336815

Re: Help me with this ...

And every situation is different. I get that. But I don't think a job with an 10.5 hour lead time is "last minute". And I also said that if it is a signing service that is not up to par, don't do it. That being said, I have done, and still do a lot of last minute jobs and still get a lot of new customers.

It's just like that AZ notary that complained last week that they are not getting any work, yet I get calls for work from her area where the people will come over the border to Needles because they can't get get a Bullhead city notary to work past 8 pm. I asked what I thought was a high fee and they took it. So I went fishing, did a couple of signing jobs, and went to Laughlin.

I guess it's just a mindset ......

Reply by John/CT on 5/17/10 12:32pm
Msg #336817

Wait a minute, Glenn ...

I don't consider a 10:30 call at night for a 9 o'clock following morning signing a reasonable "10.5 hour lead time". As you said: "I guess it's just a mindset ...... " I guess so.

Reply by Dorothy_MI on 5/17/10 1:48pm
Msg #336836

An example of how NOT to get to be on SS "A" list

Glenn, like you, I don't consider a 10-1/2 hour lead time a "last minute" closing. If one wants to suceed in this business and get those "first" calls, you have to become that SS or TC -- go to person.

It sounds like the SS was getting punished for not calling them first. Did anyone stop to think that the other notary had to cancel because of an unforseen incident on their part. I say this because I was taken to the hospital in March unexpectedly. My cell phone didn't work in the emergency room. I had to have the person who brought me to the hospital take my cell phone and my calendar and start making phone calls to cancel the jobs that were on my book. Everyone was very supportive and understanding even though I'm sure I threw a wrinkle into their life, but sometimes things happen. Unless it's a non-payer, way out of my territory, I'm already booked or way under my normal fee I take the job. PS. It's called customer service and it is how I've built my business up. it's not what it used to be, but from reading this board, sounds like it's better than a lot of the NSA's have.

Reply by Glenn Strickler on 5/17/10 1:57pm
Msg #336839

Bingo ... A lesson for "newbies" on how to get business. n/m

Reply by MichiganAl on 5/17/10 5:40pm
Msg #336874

Re: An example of how NOT to get to be on SS "A" list

Got a call this morning at 9:45 a.m. to do a 10:30 a.m. closing for a local T.C that I've only worked with two or three other times. I was still lounging around in my sweatpants. Thank you very much, happy to take it. Five minute shower, two minute shave, threw on some clothes (thank goodness I remembered that part), drove 10 minutes to pick up the package, drove 25 minutes to the closing, got there at 10:35 a.m. T.C. very grateful that I bailed them out last minute. $$$ for me, brownie points for me, if they didn't know who I was, they do now. Sounds like a win to me.

Reply by BrendaTx on 5/17/10 5:52pm
Msg #336876

*Five minute shower, two minute shave, * I want details!

How did you fix your hair? Blow dry? Flat iron? Hair product?

Don't leave us hanging without hitting the truly important part of the story.

Reply by Glenn Strickler on 5/17/10 5:53pm
Msg #336877

What hair???!? n/m

Reply by Notarysigner on 5/17/10 6:14pm
Msg #336880

Re: What hair???!?

stop it Glenn LOL..I just looked at the traffic report and you can go five mile without touching your brake.

Reply by Glenn Strickler on 5/17/10 7:46pm
Msg #336888

Brake???!? n/m

Reply by Notarysigner on 5/17/10 8:31pm
Msg #336893

Re: Brake???!?

I was referring to poster Michael's comment

Reply by Glenn Strickler on 5/17/10 8:48pm
Msg #336896

Re: Brake???!?

I was just going to say I never use them ....... Full speed ahead .....

Reply by MichiganAl on 5/17/10 6:24pm
Msg #336882

Re: *Five minute shower, two minute shave, * I want details!

Well, this is giving away one of my secrets for getting ready quickly for a last minute closing, but with no time to dry my hair I point the car heaters at my head and turn the heat on high. There you have, Alex's notary grooming tip. Look for future tips in my upcoming newsletter, Facebook posts, Twitter posts, and blog posts.

Reply by Dorothy_MI on 5/18/10 12:16am
Msg #336918

Good Heavens, how did you find out my secret? n/m

Reply by John/CT on 5/17/10 12:26pm
Msg #336816

Re: Help me with this ...

"Seems like you blew off an opportunity to get to number 1 on their call list." Not really, Glenn. I've been down this road many times in the past. To begin with, it just about always proved to be a real fight to get them to pay my regular fee. Then I hoped they'll really be pleased I accepted the assignment by letting them off the hook and completing it perfectly, that I'll get called again. I even asked them to do that. But, as you said, Glenn: "However, if that were me looking for a notary to help me out when another canceled, then the one who helps me out moves up on my list ......" I can't even remember when that last happened.

Do I "expect to be number 1 on eveyone's call list?" Absolutely not! But I'm pretty high up with many of my regulars with whom I worked for over the years, and they represent over 95% (or more) of my assignments ... with no quibble over fees. So, when I get a call at 8 - 9 - 10 o'clock at nite with one of those so-call "emergencies", I don't feel obligated to accept the work with the expectation I'll be their "go to guy" the next time an assignment comes up in my service area. I simply decline, with an apology: "I'm sorry I'm not able to accommodate you with this, but I hope I'll be able to in the future."

Reply by Glenn Strickler on 5/17/10 12:55pm
Msg #336822

Re: Help me with this ...

I get it John, and had you included all this info in your original post, I probably would not have posted anything. I don't work for people whom I have a problem collecting from either.

I am curious, though. Would you take a job from a person who called you at Noon for a 5 pm signing? That's only 5 hours.

I take calls all the time at 8-9-10 pm for work the next day. Not a problem as long as it's not from a problem payer and they meet my quoted fee. Out West here, we are use to working later in the evening, especially during the summer months. Geography has much to do with the business hours of operation. Last time I was in your area some years back, I couldn't buy gas at 8pm. Here, we are just getting going at 8pm.

Reply by Joan Bergstrom on 5/17/10 1:12pm
Msg #336827

Re: Help me with this ...

I have gotten a lot of business over the years by taking last minute calls when another notary dropped the ball.

Reply by LKT/CA on 5/17/10 2:44pm
Msg #336845

<<<Obviously, I was not first on their call list. So, I decline every one of these calls ... and have to bite my tongue from saying: "If you had called me first, you wouldn't have to be scrambling around now in a panic trying to find a substitute. Your last minute crisis does not justify an emergency response from me!">>>

This sounds to me like you are "sticking it" to the SS for no other reason than they didn't call you first. If the company meets your fee, is not a deadbeat and you are available for the appointment, I see no reason not to accept the assignment. I also don't see how a call the night before, is *last minute*. I've been called last minute and last minute as I know it is, "We have a signing that needs completing, how soon can you get to the borrowers place?", not 10 hours lead time. This would have been a great opportunity to do a stellar job and get to the top of their list.

<<<.....even in shameful situations like this.>>>

What is *shameful* on the company's part?"

Reply by kathy/ca on 5/17/10 11:47pm
Msg #336914

Sorry but your thinking on this makes no sense, ever

heard the phrase "cut off your nose to spite your face"?

Reply by kathy/ca on 5/18/10 11:19am
Msg #336941

Above post was for John/CT not LKT who makes a lot of sense.

Hi Lisa, I lived in Upland for 30 years, loved it there, worked for a major developer. We have probably crossed paths!