Posted by Negrete on 6/30/12 12:11pm
Msg #425193

Maybe just a stupid rant by me.

Again this is not advertising Harry.

More of a rant than anything by what I hope is a reputable Signing Service.

I have had the hardest time trying to get notaries to do a simple completion report on our web site.

All that is asked is that they do the completion report by 10:00 AM ETS the day after the closing.

Is that to much to ask of a notary or am I being picky.

Anthony J Negrete

Reply by Donna McDaniel on 6/30/12 12:22pm
Msg #425195

Nope.

Maybe using bold face type on the confirmation will help.

Reply by Negrete on 6/30/12 12:35pm
Msg #425197

Re: Nope.

I do Donna, and that still is not helping.

Reply by Lee/AR on 6/30/12 12:41pm
Msg #425199

Re: Nope.

I don't remember your site, but some of my clients will boldface a link to their site & include ID/PW.
Make it easy...after a busy day, we're frazzled.

I think bullet lists work the best...and a link can't hurt.

There is nothing more annoying than having to plow thru 6 (or more!) pages of mostly non-sequential, redundant & rearranged written instructions, much of which doesn't apply to 'this' Lender/TC to find a website addy and the info you need to complete the report scattered randomly throughout the six pages---some in 6 pt. font--or addressed right after telling me not to wear flip-flops.

Reply by Donna McDaniel on 6/30/12 12:47pm
Msg #425200

I just looked at one of Tony's confirmations.

It's only one page so that's not an issue. I did notice the instruction regarding the completion report is in all caps. Maybe changing it to bold will help it pop out.

You could get ya one of those STOP signs too.

Reply by Lee/AR on 6/30/12 12:55pm
Msg #425202

No, No, NOOOOOOOOOOOO. No stop signs!!!! LOL n/m

Reply by Julie/MI on 6/30/12 12:59pm
Msg #425203

Re: I just looked at one of Tony's confirmations.

I can't speak for others, and it's not too much to ask, Tony, but as pp said I had 11 closings yesterday, 2 had fax backs, a handful required handwritten shipping labels, most required tracking numbers be sent and at the end of a day of dealing with traffic and juggling clients, late docs, etc when I come home my brain is numb and I got in at 9 last night and was too tired mentally to face the computer to do all the "busy work" that happens after the closing nor did I want to make a mistake.

I know you have clients that require updating, but sometimes I just put if off to the am when my batteries are recharged.

And even with my iphone, no inventor took into consideration that some of us have manicured hands and when my nails are longer, it's about impossible to type into an iphone with any accuracy the first time. I need to type on a regular keyboard.

Reply by Linda_H/FL on 6/30/12 1:35pm
Msg #425206

How in the world do you do 11 closings in one day?

Are they all mobile or do you have an office people come to? Or do you do the closings at a lender/title branch.

Good grief...11!!!

Reply by Julie/MI on 6/30/12 1:49pm
Msg #425207

Re: How in the world do you do 11 closings in one day?

It's not for everybody, Linda, but I'm lucky that after the crash of 2007 my volume is back up but what's different is that my territory is smaller, so I just cover about a 15 mile radius.

Yesterday, I had 3 closings completed before 10 am. Had a break to do the busy work until 3 and did the remaining closings. All docs were in and printed.

I DO go to the mortgagors' homes

I hope this will post

[IMG]http://i182.photobucket.com/albums/x115/wheat71/photo-1.jpg[/IMG]

Reply by Linda_H/FL on 6/30/12 4:00pm
Msg #425216

I'm impressed!! Good to hear your volume is back

and you're doing well. Hope you plan to sleep this weekend!!..

Pic didn't post but that's okay...

Reply by BrendaTx on 6/30/12 5:59pm
Msg #425230

Here is the link, Julie.

http://i182.photobucket.com/albums/x115/wheat71/photo-1.jpg

Reply by Julie/MI on 6/30/12 9:40pm
Msg #425254

Re: Here is the link, Julie.Brenda, how did you do that?????

Yes, my children thought it would be fun to measure my docs for the day (the photo was AFTER the closings so the stack was double due to borrowers' copies), so that was the photo, however that was not from yesterday's closings, that was sometime earlier in the week.

And yes I had 8 closings after 3 pm i live in an area with lots of underwater homes and harp 2 is booming right now.

This pace is NOT for everybody, but you have to remember, that back when I got started I was the only closer listed in the old NASA sight for my county so I had a lot of clients many of whom I still work with. Throw in some Quickens which are so nice to close and the fact that my docs were on time made for a smooth evening. Many were citibank which are smaller packages and none were VA or FHA and a few 5/3rd which are nice to close too.



I did have a one woman, the 3 o'clock that wanted to know how the bank determined how much the mortgage amount should be and I nearly hit the floor, as THAT question had never been asked, so I just said it's based on the amount of your payoff on your current loan and any fees or escrows and if you want to roll them into the loan or bring cash to close and she liked my answer and said that made sense.

Reply by BrendaTx on 7/1/12 8:21pm
Msg #425326

Re: Here is the link, Julie.Brenda, how did you do that?????

I just trimmed off the html. This forum doesn't read it.

Reply by kathy/ca on 6/30/12 8:23pm
Msg #425245

Julie,are you saying you had 8 to do after 3:00 p.m. ?????? n/m

Reply by Lee/AR on 6/30/12 12:54pm
Msg #425201

Something that worked for me

Just had another thought: When I invoice, I include (boldface, italic) that the check has to be made out a certain way (or my bank won't cash it). Despite this, about 1/3 would arrive payable to wrong name.

New invoices have the same info as before EXCEPT that I've got a very noticeable 'box' around that info and that has cut the 'wrong' checks down to zero.

Reply by Jessica Ward on 6/30/12 1:09pm
Msg #425204

Total valid rant! Here's an idea.

I'm guilty of occasionally forgetting an online report in favor of always shooting an email immediately after closing, though it is always my intention to get back to the office and file all required completion reports (I keep confirmations and my copy of waybills that get married up with my invoice in the file when I get back to the office.)

My routine is to sit down immediately, do any necessary reports, and then file everything right away. The problem comes if I arrive back to the office at an obscenely late hour or feeling unwell (I have lupus, so sometimes a long day on the road is unusually fatiguing, especially if it's sunny out). Everything goes on my desk to be tackled ASAP the next day. Since I work very late in the evenings and I'm on the west coast, I may not get those done by 7am my time.

I have a couple of clients that have an automated email that comes AT the time of the scheduled appointment and it says "please file completion report for CLIENT NAME at WEBLINK.COM." Even if I haven't double-checked my paperwork, I typically check my email throughout the day and one last time when I get in.

When it's been a long, crazy day, these automated reminders are a real blessing.

Just an idea!

Just a note also, scheduling early helps a lot! When I have an appointment early, I also put follow-up reminders on my calendar for things like that, but if I take a closing on 45 minutes notice, I don't always have that kind of advance review time, because I may be working from the car.

Reply by EileenHI on 6/30/12 1:22pm
Msg #425205

I haven't done one for you, but where I run into a problem is when I have had several closings during the day/evening, and they want a report by a certain time, the time difference between here and the east coast is 6 hours. I always remind the service of that and then flash an email at end of day letting them know I am done, and file the completed report the next day at a reasonable hour for me....

Reply by 101livescan on 6/30/12 1:54pm
Msg #425208

NOT AT ALL TOO MUCH TO ASK!

I work mostly for loan officers and title/escrow officers. I text or email them RIGHT AWAY and let them know how and when I'm dropping the package back to Escrow for processing back to lender.

Wonder how many notaries understand the life of the loan and that escrow needs docs back right away to comply with funding conditions of the UW/funding depts of lender. That $$ to close is to be wired or paid in cashiers check or personal check, and to get the loan BACK IN LINE for funding at end of rescission period or if a sale/income property/second home, funding right away.

No time to fool around, our jobs aren't done simply by dropping the package off. LO and escrow want to know if everything went okay, did docs get signed, was money collected or to be wired, especially at monthend. Doesn't the last day of the month to sign absolutely drive you nuts. More paper and more signers than you can shake a stick at, and then everyone calling you while you're signing the next client bugging you for updates.

Nature of the biz. If a notary can't take the trouble to update the agent/LO/SS, then they need to find another line of work.

BTW, I got a smart phone (I now feel like a real dummy), and the tools available to me are AWESOME for complying with followup details to my best clients, whom I love and adore.

PJ weekend in the vineyard with my pruners and my water!

Reply by Clem/CA on 6/30/12 2:14pm
Msg #425212

No wine fest at the museum ? Perfect day for it!

Reply by 101livescan on 6/30/12 2:28pm
Msg #425214

Need a day on two feet on the mountain away from people, cars, cyclists, pedestrians, no work today except on the 40 acres. No end in sight of projects on the list. Love to putter. Got my own wine...

Tomorrow I'll venture to flea market in SLO, hit a jazz wine bar, and get a MASSAGE! Maybe even a pedicure/manicure.

Last month was a total bomb shell!

Reply by Les_CO on 6/30/12 2:12pm
Msg #425211

I find the online ‘completion report’ to be easy and self-explanatory….AND much easier that sending an invoice! Any supposed NSA that cannot comply with this request should NEVER be called to do a signing for you again. It’s simple, it’s easy and it’s understandable. There are some very intellectually challenged, ignorant about this business, and/or what is required of them if they accept a signing appointment, notaries out there trying to work as NSA in this business. This simple task will help you to discover, and never use again the worst of these. JMO

Reply by Susan Fischer on 6/30/12 3:58pm
Msg #425215

Hi, Tony! No, your system is so easy, even a caveman could

do it (wink), but it seems as of late, there are an awful lot of NSAs that are developing a 'pickiness.'

They complain about Instructions, and forget that the rules must be the same for all, and therefore are directed at the lowest common denominator = the newbie.

You have every right to post this important reminder that it's not ~personal~, it's part of the *process.* The process that gets us paid.

Shrug. This should be posted once a month.

Hey to the fambly, and hoping all is groovy-grapefruit in your neck of the woods.

Have a great 4th, Negretes!

Reply by Rose Covarrubias on 6/30/12 4:23pm
Msg #425217

No Mr. Negrete you are not being picky. You know other companies require that you call in or go to their website and close the signing within 1 hr. I do my calling to them or go into their website and close it, I don;t them bugging me to see if I did my work correctly and promptly. You giving them til 10 am next morning is more then sufficient time to call in, email or the the website if available.
You are in all your right to do so.
If they don't want to comply with your rules then call me I will comply..

Reply by Carolyn Breckenridge on 6/30/12 5:03pm
Msg #425224

I like to do your completion reports. It generates an email back to me, praising me...it is the only time that I feel like I get a pat on the back.

Reply by ikando on 6/30/12 6:22pm
Msg #425232

Carolyn, that's why I like companies like Tony's that use the coffee template. It makes my job much easier.

And as mentioned by others, the companies that give 3 pages of 10 pt. type with what I consider basic common sense information, with critical info buried in paragraph 3 of the 2nd page, drive me bonkers. IMO, if basics are required to the notary, they should be at the end of the instructions, with a comment requesting that all info be read. That way, those of us who are experienced could know what the ss really needs done to complete the job (including the fee we're being paid), and not the cautions to bathe & dress appropriately for the job.

So no, Tony, I don't think you ask too much.

Reply by JanetK_CA on 6/30/12 9:24pm
Msg #425252

I agree! I like when I get a confirmation that has the borrower's contact info right up front. It's frustrating to have to skim through to page 2 (or more) to find BO contact info, or critical assignment details, or the client phone number for reporting a completion, or if a call needs to be made from the table. One company I do a lot of work for has a section that simply says "notary notes" or something like that. That's where they put special instructions to be aware of for that assignment. Most of the time, it's just a sentence or two and the whole thing is one page. It's great because you can't miss it.

I also like the coffee site template for completion reports (although it takes too long to try to do from my phone between appointments so I usually do them at night after I get home). I really wish the confirmations generated from that site were not in plain text, though! That's as bad as reading in all caps, IMO. Lately, I've taken to highlighting the critical info on those confirmations so I can find it easily. If that's necessary, there's lots of room for improvement!

I'd bet compliance would increase if key info was easier to find and read. I agree that bullet points are very helpful. So are slight changes in font size. But huge type size that causes the info to get onto multiple pages is counter-productive, imo, and is just annoying as it uses up more resources and doesn't make info any easier to find and read.

While I'm on the topic (and this isn't related to the coffee site or Tony), another pet peeve of mine is when critical info isn't provided with the confirmation, but thrown in with the docs that may not get there until last minute. There are several companies out there where I've had critical info spread out over multiple pages, in multiple emails, and some of it in conflict with each other. If you handle lots of signings for that combination of title co, lender (and ss, if applicable), you get to know where to find what you need, but why make it more difficult than it needs to be? That's another thing that I bet negatively impacts compliance with following instructions.

Reply by Kay/IL on 6/30/12 5:25pm
Msg #425226

Hi Tony,

If you do not hear from one of your notaries within say 4-8 hours after a scheduled closing, why not give them a reminder call as to status.

Another suggestion (although I believe you already do this): Accept phone call statuses. I do this with some of my clients in which you can call and leave a voice mail message as to closing status and tracking number and you can update on your records. I know when I am running with back-to-back closings, a quick voice mail message is sometimes faster for me than using my smartphone or going to my PC.

Reply by jba/fl on 6/30/12 6:38pm
Msg #425236

Not at all. If I can do it, anyone can....3 min. max. n/m

Reply by BrendaTx on 6/30/12 6:53pm
Msg #425238

Best Answer You will Get, Tony.

I have been involved in office administration and management, customer service, working for myself, heading up committees, and working on and with boards of non-profits. From those experiences I have learned a secret, and this secret has relieved me of a ton of stress over the last decade and a half.

What surprises me about your small rant-er-tisement (JUST KIDDING!!!!!!!!!) is that you have not identified a very critical truth about people.

I used to get so frustrated by corner-cutters and people with seemingly indifferent attitudes. However, I now know that in any slice of the population, 50% of the people in the group are a mixture of Lazy People + Dumb@$$es + Lazy Dumb@$$es.

It has nothing to do with their education levels, IQ, backgrounds, race, creed, or religion...it's just a fact of life. If you put 18 randomly selected professionals, lawyers, doctors, or PhDs into a room and give them simple tasks, 50% of them will not follow the simplest of rules because they are bone-deep lazy or purebred dumb@$$ and think that some things are beneath them.

Once you accept that fact and learn to shrug and say, "Oh well...Sally Jo is just a lazy dumb@$$." your life will be so much easier. You'll waste no further energy trying to figure it out.

Now, in my situations, I am seldom able to divorce myself from the LDs and have to put up with them and take up their slacking ways. You, however, can flick the names of the dead wood off of your list.

I am not charging for this valuable piece of advice. It's free.
============================

(SERIOUSLY, I did not mean that I thought your post was advertising...I just wanted to use my awesome made up word, "rant-er-tisement"!)

Reply by Diann/MI on 6/30/12 7:04pm
Msg #425240

One of the companies for which I work has instituted a procedure whereby if the status report has not been called in within 30 minutes of the estimated finish time, I will get an automated call asking me to update by pressing #3 (if the closing was successful). It seemed a bit intrusive at first but I find that it has been very helpful especially on those days when I have back-to-back closings.

Reply by MW/VA on 6/30/12 9:20pm
Msg #425251

I don't understand it either. I think I know the platform

you're using and I work with a lot of ss that use it. Personally, I've always like that system best. It's the easiest to use for docs & completion reports.
Lately, I have a couple of ss that want their completion report faxed, along with a copy of the HUD, etc. They usually don't have toll-free fax lines, either. Those requirements are a total PIA, and require an extra step in the process. I'd rather log-on for a completion report anyday.

Reply by Linda Juenger on 6/30/12 9:42pm
Msg #425255

Re: I don't understand it either. I think I know the platform

There are 2 ways I like to "report the status". 1. I love getting out to my car, get on my Iphone, go to my emails, go to the order and hit reply and type "CLOSED". Done. That's my favorite.
2. Wait till I get home, which could be hours and get on the companies website and fill out info. It only takes a couple min and I don't mind. I can certainly do this before 10am the following morning. If someone can't do this then they are lazy and inconsiderate.

One thought though, doesn't it seem MORE important to know if the loan did NOT close, than it closed?? I think they need to know that immediately so if there is still a chance to save it they can work on it. I would think no news is good news. That could just be me though.

Reply by Julie/MI on 6/30/12 10:09pm
Msg #425258

Linda, kinda like "regrets only" on an invitation!

I like that no news is good news, but in a million years I don't think I could ever own a signing company.

I mean they probably get a lot of no shows or docs that don't print and I could never ever handle knowing if a single loan didn't close either.

Reply by Linda Juenger on 6/30/12 10:16pm
Msg #425259

I'm with you Julie. n/m

Reply by ikando on 7/1/12 11:29am
Msg #425275

Re: I don't understand it either. I think I know the platform

Linda, I agree with you about the "no news, is good news" concept. However I would have to say I believe there are a few groups that need to justify all their employees by having them constantly connect with the notaries. After all, they are charging the client 50% or more of the fees to make phone calls.

Reply by BossLadyMD on 7/1/12 9:13am
Msg #425267

Anthony, please stop crying in this forum all the time.

Address this issue with that individual notary, dock their fee, and dont call them again. If they cant log on and do a simple completion report, they probably are not logging on to read your rants either. Or you can do better screening, pay more for better quality service or close up shop. What do want from us? This may not be advertising in your eyes, but you sure do like keeping your name out in front...

Reply by MW/VA on 7/1/12 9:54am
Msg #425269

You have a good point. n/m

Reply by Frances Kany on 7/1/12 9:19am
Msg #425268

I have no problem with this Tony. I have a smart phone so I do this as soon as the closing is finished and I get back in my car. I like this better than having to fax back since I can do this immediately.

Reply by Yoli/CA on 7/1/12 5:09pm
Msg #425314

Not at all.

As has been stated, maybe you're just using the least-expensive wrong notary.

You've never called me.