In real estate, we often talk about relationships—and for good reason. Behind every transaction, there are countless people working together to create a seamless experience for clients. Among those relationships, few are as critical as the one between an agent and a trusted title representative.
Recently, I experienced a situation that was both surprising and disappointing. A title representative I had worked with—someone who consistently provided exceptional service, clear communication, and professionalism—was no longer with the company. That alone is not unusual in business. Change happens.
What was unexpected, however, was the silence that followed. There was no call. No email. No communication from the escrow office where I had recently closed transactions. I learned of the change only after receiving a call from someone in the home office—someone I had never worked with before. By that time, I also learned that other agents in my area had already been contacted directly.
That disparity in communication raises an important question: What does consistency in professional relationships really look like, and why does this even matter? Well, in our industry, communication is not a courtesy—it’s a responsibility.
As agents, we are expected to keep our clients informed at every step. We anticipate questions, address concerns, and ensure no one feels left in the dark. The same standard should apply across all professional partnerships. And, these partnerships actually form a team with your title rep, escrow officer, lender, etc.
What I do in real estate is much more than a transaction. This is a coordinated, highly executed business deal with many moving parts. Every part depends on others upholding their part as well as effectively communicating.
A simple phone and timely call from the Title Company would have created a good bridge of communication without the "did you hear about so and so" over the water cooler talk. Not hearing from a trusted team member showed me a lack of respect for the business and trust that I had given them.
This experience serves as a reminder of something we all know, but sometimes need to revisit: People remember how you communicate—especially when things change and consistency matters. Transparency matters. And most importantly, every professional relationship deserves the same level of respect and attention, regardless of volume, history, or assumptions.
So, how do I move forward? Well, I will for sure be seeking to find another Title Company that cares about my clients and my business. I have never asked for a special favor nor had a red carpet rolled out. I simply insist on professionalism at every level.
How we all show up, even in the midst of change, says a lot about who we are. And, for Pete's sake, pick up the phone and make the call. How difficult can that be?
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