YOU HIRED ME NOW PLEASE GET OUT OF THE WAY AND LET ME DO MY JOB

By
Title Insurance with Key Title Corporation 63078

We all have those clients that for whatever reason we wish we could fire.  You really just want to ask them "Just who do you think you are?" 

But, business being what it is we are somewhat at the mercy of demanding clients all the time and some are worse than others.

My client hired me to handle his settlement transaction, which includes of course, title search and examination, preparation of documents and the HUD-1, conducting the closing, disbursement of funds and recording of necessary documents following closing. 

At every single stage of this transaction the client has called me to say that he has made a phone call to either the State, County, Register of Wills (this was an Estate Sale) taxing authority and clerk of the court to see if certain steps concerning this transaction had been completed!!!  He then proceeded to call me to give me the update on steps or if not completed, to inquire as to why they had not yet been completed AND DEMANDING THAT I STOP WHATEVER ELSE I AM DOING TO WORK ON HIS FILE EXCLUSIVELY.

Luckily, this is not the only file on my desk, although from his attitude you would certainly think that to be the case.  This is not a file that I am making a billion dollars on, in fact, with time spent on the phone with him I am actually losing money on this transaction.  

I have been a licensed title agent for more than 25 years, I work pretty much exclusively in Maryland.  You can be assured that I know ALL OF THE STEPS necessary to research title, clear title, prepare closing documents and disburse funds.  If I need information I know where to get it, and seriously,  I don't need you to tell me how to do my job.

I don't micro-manage my staff.  I assign tasks to them, they complete the tasks assigned within the appointed time line and unless a problem arises, I never have to check to make sure they are doing their jobs, they are good at what they do and I trust them to get the job done.  If I had to constantly look over thier shoulder to make sure they were doing what I was paying them to do, I might just as well do it my damn self! 

It seems however, that this client thinks he knows more about my job than I do and so must look over my shoulder constantly!!

As an added stressor this client asked us to work a "miracle" and get the entire transaction completed in less than 10 business days, which goal was accomplished, with no small effort on our part. 

But the icing on the cake was the call I took from him today where he stated that he was not pleased with the services rendered to him in this transaction because HE HAD TO CHECK TO MAKE SURE EVERYTHING GOT DONE!!!  SERIOUSLY!! 

I'm most certain that this gentlemen and I won't be doing business again in the future.  I am very sure that if he does call for future services I will have to tell him that I just am not able to help him out.   I do feel badly though for my fellow title agents in Maryland.  He is going to need to hire one of them in the future (he does several investment transactions a year) for title and settlement services and he will no doubt treat them in the same disrespectful way that he treated me throughout this transaction.

The moral of the story?  Well, maybe there isn't one, but really, if you hire a professional to provide professional services, PLEASE GET OUT OF THE WAY AND LET THEM DO THEIR JOB!!

 

Posted by

Charlene Perry
Key Title, Inc. 
35 Fulford Avenue
Bel Air, MD 20104
410-803-4800

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CHARLENE PERRY, CLTP

Insuring the Past to Protect Your Future
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