I had an interesting refinance closing a couple of weeks ago and the incident left a lasting impression on me. This refinance appointment was my first of six on a very busy Friday. I got off on a bad foot with the homeowner when I knocked on his back door.
After a couple of taps, I didn’t hear anybody coming and no dogs were barking. I pulled out my phone and called my contact. “Why did you come to the back door?” the elderly man grumbled. I really couldn’t see the sidewalk to the front door from where I had parked.
I finally gained entrance into their beautiful northeastern Kentucky home and met his wife. They were an elderly couple and we had a large stack of papers to sign. (I use the term ‘elderly’ very carefully as most would consider me as such!)
After polite introductions, we settled in to the signing. They were both retired and proud of their grandchildren as well they should be.
In making small talk, I usually ask people if they’re from the area and where did they meet. It’s always interesting to me to hear people’s backgrounds. In the course of my work as a loan signing agent, I’ve ran across so many incredible people and stories.
The wife started talking about how they both served in the military. Just before she got ready to sign the next document, she started talking about how they met. She hesitated and mentioned we should probably get on with the signing.
Wait a minute! Don’t sign that yet. I want to hear this story!” I told her.
The husband just raised his eyebrows and shrugged his shoulders.
She recanted her story about how she was in church service one morning, getting ready to give a testimonial on tithing. When she looked up from the pulpit, she said, “There he sat straight down the aisle. We locked eyes for a moment and after that I couldn’t take my eyes off him!”
The husband had the sweetest sheepish grin on his face. You could just tell it was a special moment for both of them – love at first sight – although neither admitted as much. They didn’t have to.
We ended the appointment about thirty minutes later. Maybe I could’ve finished in twenty minutes and not have been running late the rest of the day. But I think it’s paramount that you give your undivided attention to the clients in your presence.
We strive to give our clients the best service we can possibly give. We do that by taking time to stop and smell the roses. The client you are with is the most important client in the world at that moment and the rest of your schedule will work itself out.
Some signing agents try to rush through their appointments so they can get to the next one and finish up with their day. True professionals take each signing one at a time and make a concerted effort to relate to their clients.
I’m glad I spoke up and so what if it took some extra time?! The relationship I form with my clients will go a lot further than the record time in which I could’ve completed the closing. That’s why I advise new mobile notaries/loan signing agents to give each appointment it’s due time and try to build in a buffer before and after each appointment.
A large part of a loan signing agent’s duty is to put the company that hired him or her in the best light possible. This can be accomplished by taking your time during your appointments.
Be quick but don’t hurry as John Wooden liked to say. It’s important to stop and smell those roses!