Posted by Art_PA on 11/1/10 8:54am
Msg #359135
Appropriate Discussion During Closing
Your job is to be pleasant and professional. Your job is to identify the signers, get the documents signed properly, give the borrowers their copies, and to leave.
You should never discuss religion, politics, or other matters which could cause you to spend more time than necessary, or could cause the signers to lose their concentration.
This is in response to the recent posts involving a notary who discussed his fee, and as a result lost a client. You can never know where a seemingly innocent comment may lead, or whether it might offend. You can never know which person may complain about you. Unfortunately, a borrower's complaint because he was unhappy with the process, justified or not, may result in a client or lender blaming you. You may never know when a lender tells a title company not to use you.
Last week a borrower asked me how I will vote. I said that I never discuss anything but business during these meetings. The best response if you are questioned about fees or other matters, is to take the postion that you never discuss "whatever it is" period.
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Reply by jba/fl on 11/1/10 9:03am
Msg #359141
This is just so sensible - great advice. Unfortunately,
there will be those to argue this, then come and pout their week-end away drumming up support for their misunderstood faulty logic and reasonings.
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Reply by MW/VA on 11/1/10 9:04am
Msg #359142
LOL n/m
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Reply by Donna McDaniel on 11/1/10 9:09am
Msg #359145
BULLSEYE, JBA!! :) n/m
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Reply by C. Rivera Chicago Notary Services on 11/2/10 7:30am
Msg #359289
Mark Twain said it best in one of my favorite quotes...
“Get your facts first, then you can distort them as you please.”
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Reply by desktopfull on 11/1/10 9:07am
Msg #359144
Great advice, to bad so many have to learn from the
school of hard knocks! JMHO
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Reply by Grammyzoom on 11/1/10 9:36am
Msg #359151
Re: Great advice, to bad so many have to learn from the
It took me years to figure out that the worst trouble I ever got into was because of my mouth! I never used to be able to filter what fell out of it. It is very embarrasing to have to admit this but it was true. My advise to new people is to follow the advise given here, which is right on point, enjoy the people you meet and always think before you speak.
I hope everyone has a Slammin Great Month!!!
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Reply by HisHughness on 11/1/10 9:50am
Msg #359152
Re: Great advice, to bad so many have to learn from the
***the worst trouble I ever got into was because of my mouth!***
I can relate. You would have thought the FIRST time I said "I do" would have taught me a lesson. It didn't.
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Reply by Susan Fischer on 11/1/10 5:30pm
Msg #359248
Hahaha. As my late ol' man used to say, "An ounce of keep
your mouth shut is worth a pound of 'I wish I hadn't said that.'
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Reply by Bob_Chicago on 11/1/10 10:11am
Msg #359155
Fish Theory. When you walk into a restaurant or bar with
stuffed fish up on the wall, note that none of the fish
hve their mouth SHUT.
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Reply by Susan Fischer on 11/1/10 11:02am
Msg #359165
Five star post, Art.
I had to listen to Mrs., with Mr dutifully chiming in, go on and on and on about their political beliefs - no matter what I said to try to keep us on track. Since it was obvious I wasn't going to participate in her 'discussion', she just talked non-stop, even as she signed, even as I presented each doc.
I was amazed - and exhausted at the end of a way-to-long ordeal. Being a captive audience was trying. If they choose to complain that I would not engage, well, then so be it.
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Reply by DD/OR on 11/1/10 11:14am
Msg #359167
I agree that it should be that way, but we don't live in a perfect world. It doesn't always turn out that way. There was a time when a borrower wanted to show me the painting that she did It was really good. Then another time a borrower (for an application) wanted to show me his collection. This same borrower asked the company to send me back for the closing. Another time a borrower wanted to show me what they had done to their house. (Of course, the signings took place first.) I have enjoyed looking at the borrowers prized possessions. To turn them down and say 'no' would be rude, on my part. I agree though we shouldn't discuss politics, religion, fees or anything heavyduty. I avoid topics that are controversial. JMO
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Reply by Philip Johnson on 11/1/10 11:17am
Msg #359169
Nothing more than being a good guest
is really all that is required.
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Reply by HKT_TX on 11/1/10 11:19am
Msg #359171
Re: Nothing more than being a good guest
I agree! Some borrowers really have interesting stories to tell!
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Reply by Grammyzoom on 11/1/10 11:26am
Msg #359174
Re: Nothing more than being a good guest
I wholeheartedly agree. Where we live we have a lot of signings with senior citizens like ourselves, and we sometimes do spend extra time after completing the signings and the double checking, getting to know people. We find this very enjoyable and leave our borrowers with a very happy experience. To hear those words "wow, this was painless", makes us feel as if we really did a good job.
For those of you who don't have a lot of patience with seniors, take a second listen. Some of the most fascinating people we have met have been seniors. They have lived some amazing lives and if you give them a chance to talk you may be able to tell people that you met the granddaughter of a slave, the creator of Spint, a 4 star General, people who were the creators of the first computers, the man who worked for Coca Cola longer than any other human being, etc. etc. Slow down, just a bit and enrichen your life! This business should have an element of fun for you. If not, find something else to do.
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Reply by Susan Fischer on 11/1/10 12:27pm
Msg #359194
So true, Carol. So very true. n/m
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Reply by Julie/MI on 11/1/10 2:49pm
Msg #359222
{{{{Sigh}}}}}
Especially this year.
Religion and politics and table talk in general is not encouraged at my closings.
This year is seems every vents for how long they have been in the pipeline, how bad the communication is; emails unanswered, check totals given after the banks have closed and other assorted complaints.
Then there are the modifciation people who are in tears that they are only saving $15 a month.
Then all those that hate the current administration (and I live in a blue state) and what a goof he is and why did they vote form him?
2008 was a hot year for people bringing up politics too. Cannot wait for this election to be over.
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Reply by Lee/AR on 11/1/10 3:11pm
Msg #359227
Amen that, Julie.... n/m
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Reply by Patsy Cabiness on 11/1/10 6:42pm
Msg #359256
Re: Sweetest words I ever heard was
where I was returning to close a Reverse Mortgage after taking their application and they said as they welcomed me back: "We were hoping it would be you! We asked for you."
This made my week. Unexpectly sweet words from seniors.
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Reply by C. Rivera Chicago Notary Services on 11/2/10 7:10am
Msg #359286
...talk about beating a horse to death! James, I guess 3rd
time is a charm!?
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Reply by MistarellaFL on 11/2/10 7:28am
Msg #359288
James didn't post here...did you mean Art? n/m
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Reply by C. Rivera Chicago Notary Services on 11/2/10 7:32am
Msg #359290
No. I did direct the post to James.... n/m
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Reply by James Dawson on 11/2/10 8:06am
Msg #359294
I sent Art a p/m when he first posted n/m
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Reply by Roger_OH on 11/2/10 9:29am
Msg #359300
It's all about PEOPLE, and every signing is unique...
I refuse to be a robotic automaton with a canned speech shoving docs around the table.
These are people, and I'm a guest in their home. I think it's important to break the ice and help them feel comfortable with me. After all, I'm a total stranger who will be walking out their door with a significant amount of their sensitive personal information (IDs, SSNs, income, etc), and they need to be OK with who is doing that.
You can tell a lot about the borrowers before you go in. Often, there will be college/pro team flags on their porch, and you can say something about the last or upcoming game. They may have military stickers on their car; I'm a vet, and will thank them for their service. If they're my (advanced) age, we'll swap duty stations. I actually ran across a fellow several years ago that I had patched up after he was wounded outside Da Nang; he showed me the faded scar from my butterfly stitching; that was a real treat.
Gardens, decorations, workplaces, etc; there are many ways to have them feel comfortable with you, and not have them think of you as just the culmination of the loan process grief they may have endured.
Granted, there are times when the BOs just want to sign and be done with it, and that's OK too. But by and large, I've had a lot of success (and enjoyable times) treating them as people and not a loan number.
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Reply by Kay/IL on 11/2/10 10:39am
Msg #359308
Agreeing with Roger 100%!
The vast majority of borrowers I work with love to engage in friendly conversation. Actually, the borrowers are the ones who open things up and I just follow their lead.
There are zillions of things you can talk about that are not contraversial......pets, work, the weather, travel. And you may learn and exchange a thing or two. One couple I closed for gave me some great tips on car buying. The wife of another couple attended the same high school as I did (different times though) so you know we could have gone on for days. I've even run across a few borrowers who were lonely and simply enjoyed meeting someone face-to-face.
Of course, I've had those who just wanted to sign and be done. That's cool too.
That's the beauty of this work....meeting and learning about people. I just follow the borrower. The important thing is to make the closing as smooth as possible which may entail connecting with them on a friendly basis.
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Reply by James Dawson on 11/2/10 11:11am
Msg #359313
Re: Agreeing with Roger 100%!
Same here Roger I am a guest in their home and act as such. When you meet a Tuskegee Airman or a member of the Opera company or Symphony Orchestra you do not put on the "robo-signer hat".
I have also done signings in 18 minutes with people who were so fed up with the process they just wanted to get it over, I can do that too.
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Reply by ReneeK_MI on 11/2/10 12:20pm
Msg #359327
People MAKE this job so much fun, totally agree
I never got the impression from anyone that being friendly or conversational was negative and I didn't take Art's OP that literally, I guess.
My understanding - which is of course through my own lens - was merely that there are both social and professional lines that shouldn't be crossed when conducting business (politics, sex, religion, UPL and personal information, etc).
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