You pretty much said what I was thinking. I'd probably at least consider adding a note to the package and might also call. I don't know that anyone could have had a different outcome with this person (calling her a "lady" is probably giving her too much credit!), but sometimes using industry jargon can touch a nerve with some people - especially if they're already on the edge. I, too, always call the HUD a "settlement statement". We get so used to our own terms that it's easy to forget that most people don't know what they mean. I also try to use a little humor - or whatever I can come up with - to put people at ease before I start. Sometimes it helps. Probably wouldn't have made much of a difference in this case, if at all. I'm clutching at straws here, but since Nancy directly asked about what could have been done differently, I thought I'd give it a try.
For what it's worth, Nancy, other people ( e.g. the LO, etc.) probably can tell what a "whack job" this person is, too.
|
