Special offer

I'm sorry. I don't see you on my calendar.

By
Title Insurance with John Bethell Title Company, Inc.

Last Wednesday at 9:00 a.m. sharp at John Bethell Title Company a nice couple walked into our Downtown office for their refinance closing. The same closing that was on our calendar for 9:00 a.m. - at our East office-- for next Monday.

Yikes!Yikes!

Then began the questions. The phone calls. A few more questions. I sat in my office behind the front desk and continued working. All the while keeping an ear out listening to how our team handled this unexpected early morning surprise. I couldn't be more proud of them!

Jeanette, one of our Real Estate Closers, after a series of phone calls determined that although we'd been misinformed about the date, the loan package was ready to download and close. Jeanette and Kara, our downtown Closing Officer, apologized for the mix-up but did not point any fingers or assign blame. They offered solutions.

We could reschedule for another day. We could accommodate them later in the same day. Or, they could wait for 30 minutes or so while we tried to get their current mortgage payoff letter, complete their package and close the transaction. The couple chose to wait.

Jeanette printed the package, took the couple into a closing room and started going over the standard documents that did not need any preparation. At the same time Kara obtained the payoff of their existing loan (local lender fortunately) and worked up the closing statement. After a couple of back and forths with the lender's closing representative he approved the closing statement and the couple signed it. They left with smiles about an hour and a half after they'd arrived. Pretty good I thought under the circumstances.

The ability to successfully deal with the unexpected is an important consideration in selecting a title company. Lately many of our closings are last minute or after. It's just the way it is in the current financing environment.

We have seven licensed closers, four closing rooms in two locations. And while these Yikes! moments don't happen often, our folks know how to deal with them effectively. Don't assign blame. Offer solutions. Be flexible.

 

Comments (0)