Don't want what I'm offering? That's OK, ...but why so rude?

I've continued utilizing my marketing skills through this rough market and found that many simply are not looking for the skillset I offer.  That's O.K.  I mean, that's the gamble of marketing.  You put yourself or your business on the block and offer what you do or sell to the potential client.  Sometimes, they will pick you.  Sometimes they will not.

I gave you that preface to tell you this story:

I have some long-term clients who are mortgage brokers and partners and also brothers.  They, like all of us, have seen the ups and downs of the market.  Still, whenever they have work for a Notary Signing Agent they call me to conduct the closing (I sometimes wish my dog...or even my own kids were as faithful).  Recently, having started a new company and for reasons of logistics, the brothers called me to conduct a closing on a reverse mortgage for a client I had personally signed (refi's) on three previous occasions.  They connected me with their "NEW" escrow company and the escrow officer with instructions to contact her and arrange for pick-up and delivery of documents.  When I called her busy office, I got voicemail, but left a detailed message about who I was, stated my business and indicated that I'd like to pick up documents.  As I am one to communicate fairly well, I shot an email to the brothers letting them know I had left word and was awaiting either a return call or email and I cc'd the escrow officer as well.  Within moments, I received an email from "Ms. Escrow" stating that she would have documents ready by 3pm.  I promptly responded by thanking her and let her know I would be by around 3:15pm to pick up the documents (I've learned that giving escrow teams that extra 15 minutes makes all the difference).

Having explained the new escrow situation of the brothers to my wife [and business partner], she suggested on my way out the door that I take her some candy as a good first impression.  We often try to prime the pump when meeting new clients.  After all, she certainly has more signing work than do our clients [the brothers] and we are always looking for more work right?  So, I dug into my own personal stash of chocolate covered macademia nuts (having recently been to the islands, I stocked up) and headed out the door to pick up docs.

I arrived on-time (3:15pm), which is a trademark of my brand and one of my core beliefs.  The documents, as promised were on the counter with the receptionist with my name on them.  I thanked the receptionist and asked her if I could have just a moment with "Ms. Escrow" to introduce myself and deliver her a gift.  In a few minutes an assistant came up front to meet me explaining that "Ms. Escrow" was swamped and just couldn't break away right now.  I stated that I understand how busy escrow departments could be but that was a "good thing" right?  I asked that the assistant please pass along the chocolates, a few of my business cards and my thanks for the work.  Stating "please let her know we would love to have her business and to call if she needs anything at all".       

The signing went well, there were no issues and the client (an 85 year old woman) remembered me well and was a delight to see and sign again.  Within moments of signing, I sent a text-to-email message to "Ms. Escrow" and the brothers letting them know that the signing was completed and that docs would be returned to escrow within the hour.  Within seconds, I received a thank you message from the brothers.  When I arrived to deliver documents at escrow about 20 minutes later, "Ms. Escrow" again could not be disturbed.  So, I left the documents and invoice again attaching my business card and a leaving a message with reception of "thank you/thank her" for the business.  I followed up with a confirmation email that docs were delivered to reception bcc'd to the brothers so they could track their documents.  In my email, I outlined my services/service area, website information and left phone numbers.

Two weeks later, I received payment from the escrow company.  To which, I immediately sent an email thanking both "Ms. Escrow", the brothers and the client who signed.  The brothers both replied thanking me. 

"Ms. Escrow" has still never met me.  She has never responded to me, never said thank you or even acknowledged that I exist.

Now, being a "glass is half-full" kind of guy, I'd like to say this experience was an anomoly.  But, it seems that in my experience, it has become a trend in recent years.  I simply describe the good behaviors that I exhibited as being a "professional".  I've examined myself.  Nope no B.O.  Yep, professionally dressed and not too shabby [perhaps too thick around the middle-but outgoing and friendly with a good sense of humor make up for that right?].  What could it possibly be that causes some folks to be unresponsive, self-involved and for lack of a better word, rude?  My parents raised me to be the person I am so I probably can't change in terms of how I do what I do.  Just wondering what more some people want and desire...

" A Quick Note"

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