Posted by Hew Moon on 10/10/12 7:48am
Msg #437856
Missed Call
Nothing more frustrating that being in a closing, feeling the phone vibrate.... then again 5 minutes later, get out to the truck, 2 missed calls from a 4 star company, no voice mail, I call them back (only been 15 minutes since i missed their last call) and they say they already assigned the closing to another notary.
| Reply by MW/VA on 10/10/12 8:08am
Msg #437858
It's part of the biz. When I was starting out it really
concerned me to miss a call, and my mind went "cha-ching". You will soon realize that it will all work out anyway. I know I couldn't begin to cover every signing I get called for. Maybe you need to have your voicemail say, "Yes--I'll take it--send the confirmation". ;-) LOL
| Reply by janCA on 10/10/12 8:32am
Msg #437863
Re: It's part of the biz. When I was starting out it really
Whoa, I don't know about that, but I have my phone sitting right on the table turned down low or on vibrate and a company shows up on the screen that I do business with, I will excuse myself and answer. Calls takes all of a minute. Borrowers never seem to mind.
| Reply by Ilene C. Seidel on 10/10/12 8:37am
Msg #437864
Re: It's part of the biz. When I was starting out it really
I do the same, borrowers will understand.
| Reply by bfnotary on 10/10/12 8:51am
Msg #437867
Re: It's part of the biz. When I was starting out it really
I answer the phone, however I don't discuss fees in front of borrower. I have about 5 or 6 companies that I work with that call, tell me zipcode, and I say send over confirmation. ( They know my fees, near home). If it happens to be an out of area signing I tell them I will call them as soon as I leave the signing I am at, however I am available. I just don't feel comfortable with borrowers hearing discussion of fees. And all that. So I take call long enough to say I am or am not available. Will call back asap to go over details.
| Reply by SReis on 10/10/12 8:32am
Msg #437862
Agree w/MW
Used to drive myself crazy & miss out on things just to cover a closing. Now I live by the philosphy "It wasn't meant to be." I know it sounds silly but rather than get all worked up about something you cant change it sets my mind at ease.
| Reply by Linda Juenger on 10/10/12 8:48am
Msg #437865
Re: Agree w/MW
My phone sits right next to me in every signing. I obviously pick and choose when I answer. Family and friends know to leave me a voicemail and I do not answer their calls. If my phone rings in a signing, I explain to borrowers that it could be about their loan. If its not, I excuse myself for a minute and they understand. Make it brief and have never had a problem. Last week I was in a purchase closing in a RE office with Agent, LO and an attorney. I had put my phone on vibrate and did not answer it and I did miss a signing, but at this particular closing I felt it was important not to interrupt what we were doing at the moment. I made that decision and lost, but like someone said, it wasn't meant to be and you just have to move on. Be polite, be brief and it will work out.
| Reply by ToniK on 10/10/12 9:22am
Msg #437870
I answer my phone during signings. BO's dont have a problem. I keep all calls less than 30 secs. All I need to hear is time, place and fee.
I do as many others, let BO know and excuse myself. Sometimes when I let it ring, BO's ask "are you going to answer that? Its ok" lol
| Reply by CopperheadVA on 10/10/12 10:00am
Msg #437876
I don't answer my phone at closings - many people have said that they do and the borrowers don't mind. But how do you really know that? They probably are not going to tell you if they mind. I feel it's rude for the borrowers to answer their phone during a closing. I DO MIND, but I am not going to tell them that.
Yesterday I had a 10 AM appointment and a 7 PM appointment. I was available almost all day to take calls, but when does Title Source call me? At 10:05 AM when I am in my first closing. Even if you call back two minutes later, they have already assigned it to someone else. You win some, you lose some.
| Reply by bfnotary on 10/10/12 10:45am
Msg #437893
I am running a business. And to be honest my business depends on my phone. I have to answer my phone. And I as well keep it under a minute. I never know, it could even be the loan officers calling me. That has happened.
I never take personal calls, or text, EVER at a signing. I only answer long distance numbers (which I know would be either a call about signing I am at, or a call for a new signing).
| Reply by CopperheadVA on 10/10/12 10:53am
Msg #437895
All that is fine and dandy until a borrower complains to the TC that the notary kept taking calls during the appointment. And then you lose that TC client. Everyone must do what they feel comfortable with. For me, I'm not comfortable with it.
| Reply by Barb25 on 10/10/12 12:08pm
Msg #437912
Each person has to make a decision what is right for them n/m
| Reply by Barb25 on 10/10/12 12:24pm
Msg #437915
Having said that, common sense should prevail
Personally, I would answer the phone. If I am getting $xxx.00 for the signing and I am missing 3, 4, or 5 calls (whatever), it makes no sense. You would have to take your fee and divide it by the number of calls you have missed (or something like that)...
When I go to my attorney or my accountant, he takes calls. Now when you get a call they offer you an assignment, a fee, yes or no, 1,2,3. On and off the phone. If it looks like a long discussion it is reasonable to ask if you can call back or step away. I mean this is where common sense prevails. I always apologize. I explain this is "business phone" in a light way. So far no problems. When it becomes a problem, I will deal with it I suppose.
But each person has to be comfortable with their own logic.
| Reply by GOLDGIRL/CA on 10/10/12 12:48pm
Msg #437918
I feel it's rude for the borrowers to answer their phone ...
"I feel it's rude for the borrowers to answer their phone during a closing."
I don't at all. In fact, if it rings, and they look hesitant to answer it, I say go for it. Almost always, they tell the other person they're "signing papers" and will call them back. Occasionally, it's actually the LO seeing "how the signing's going." Nobody has ever taken advantage of it and gone on and on iwith some ridiculous call sharing lasagne recipes or recapping yesterday's game. (Those are usually going on when I arrive and they don't hang up. Now, that's rude).
| Reply by Barb25 on 10/10/12 1:55pm
Msg #437933
Re: I feel it's rude for the borrowers to answer their phone ...
Agreed. And again, common sense prevailing.
It is so difficult to make a blanket statement about "anything." IMO I would have to say Generally...  But I think that is usally a given.
To me, (and I ALWAYS only speak for myself), when I see a vendor/client/SS/TC (whatever you want to call it) that I know on my Caller ID I pretty much know if it is a scheduling "thing." I also know their routine. I know if it will be a long drawn out thing or a 123. I take the call using common sense. I don't throw away business unnessarily. I don't take on a new TC/SS during a "signing" obviously. Again, the common sense thing. That's it. My logic alone.
| Reply by JanetK_CA on 10/10/12 2:15pm
Msg #437944
Re: I feel it's rude for the borrowers to answer their phone ...
I agree, too, although I've had the occasional borrower get carried away when answering a call. So be it. But I don't mind at all when someone answers a call and let's that person know they're "signing papers" or whatever and will call them back - as long as they come right back to the table... 
I think most people recognize that the phone is my business life line. Like someone else said, I usually preface answering a call with "this may be about your loan" or I let them know in advance that I'm expecting a call and will have to take it, but it will be brief - and it is. If it's other than a "where and when" type of call, I take a message and let them know I'm in another appointment and I'll call them back when I'm done. (Once in a while, it's a call back from another borrower I'm waiting to hear from.)
BTW, people may disagree about this, too, but while I do apologize for answering, I never step away from the table to take the call. The primary reason is that I never let my journal and stamp out of my sight - or in the potential control of anyone other than myself. Also, I can usually keep the signing going - my priority at the moment - while I swap a few very quick words with the caller, who is usually an existing client. (I don't like to discuss fees in front of borrowers, either.)
| Reply by Cherylann on 10/10/12 1:29pm
Msg #437926
Re: Having said that, common sense should prevail
Totally agree with you, Barb. If it's one of those busy days where the phone is ringing alot, sometimes I'll comment at the start of the appointment that I am 'waiting on a call regarding a later appointment and MAY have to step away from the table for a moment or two.' I've never had anyone object.
| Reply by MW/VA on 10/10/12 2:19pm
Msg #437947
I agree with that, Barb. I've made exceptions, too,
especially at EOM when there's a lot going on.
| Reply by bfnotary on 10/10/12 4:01pm
Msg #437975
Re: I agree with that, Barb. I've made exceptions, too,
I always warn the borrowers at EOM. I have never had any problems. There are certain companies that I wont work with at EOM. due to late docs constantly. So I have sent some calls to voicemail. I as well, never leave my stamp unattended. I don't feel comfortable with that. I use my discretion answering the phone. When I first started out, I always put my phone on silence at the table. Well the very first TC that called me (i still get business from them thank goodness), was trying to call me. Well my phone was on silence. They finally called the borrowers and said they were trying to call me but I did not answer. So ya I have left my phone on ever since.
There have been times my phone has wrang, and it has been my mom or a friend, and I send it right to voicemail. They know I will call them back when I have time. A few different times that I have done that, the borrowers said, "you could have answered that".. I just tell them, I only answer the phone if it is a business call. I don't answer personal calls. At least around here, there are alot of nice people, and most of them are business people themselves. They know what phones mean to us. So they don't generally get snobby about calls for work.
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