In my nearly 10 years of working in the real estate, mortgage, and title business I have heard and witnessed many a horror story about closings lost due to the ineptitude, careless mistakes, lack of communication, or just plain poor customer service on the part of title companies.  Although title companies do have an actual product they sell, the title insurance policy, they are truly a service based business.  Customer service needs to be a number one priority of title companies, not only to their direct client (i.e. the mortgage broker or Realtor who referred the deal) but especially to their customer the buyer, seller or borrower in the transaction. 

How many times have you heard stories of closing agents 'dropping the ball' processing a file by making a careless mistake that delays closing or even worse, loses the deal?  Does the closing agent come to the closing table looking unprofessional, too casually dressed, or messy in appearance?  Do they use good manners, are they patient and knowledgeable in handling customer concerns and questions?  How many repeat or referrals could you have possibly lost due to the title company making your customer unhappy? 

A good title company can help grow the business of their clients by impressing their customers while processing and closing the deal.  The closing agent is often the last person the customer has direct contact with and they can make a lasting impression on them, hopefully a favorable one that not only reflects well on the title company, but also on the agent or broker who they are representing.  I know I have earned more repeat and referral business for my clients by taking the time to answer all of their customers questions and concerns, and by highlighting the great service that their Realtor or mortgage broker provides and their expertise.  By going the extra mile to ensure total customer satisfaction and providing outstanding customer service, your title company can be your partner in growing your business and referral base.  Look for a title company that holds the customer in the same high regard as you do and are willing to work hard to not only make you happy, but your customers impressed by the outstanding closing agent you referred them to.