Mark Wills teaches loan signing agents how to schedule appointments using suggestion techniques to fit more signings into each day. The training includes specific scripts for calling borrowers and strategies to maximize your daily income without sacrificing their convenience.
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I'm frequently asked, what is the secret to get a borrower to sign loan docs at a time and location that is convenient to me and not them. And frankly, it really isn't a secret at all. It's simply the power of suggestion. What you're about to learn is the only way I'm able to fit seven signings into my schedule every single day. If I left the appointment times up to the borrowers, they would all choose in the evenings after they get off of work, rendering it impossible for me to get any more than three signings in on any given day. If you are fortunate enough to have a signing service or escrow officer allow you to organize a loan signing appointment, there is a way to do it so the borrower is available when you need them to be. But before I show you exactly how I do this, it is important to remember it is technically our job to make it as convenient as possible for the borrower. So the borrower, in theory, should choose the time and location of the signing. Remember, we are an outside service that was created for the convenience for the borrowers so they don't need to take time off of work and drive down to the escrow office. The borrowers are meant to sign when it's convenient for them, not for us as loan signing agents. Even with that being said, there is a way to get a borrower to work around your schedule without being rude, and it's called the power of suggestion. I'm going to give you a script that I use every single day, every single time I call a borrower to organize a loan signing appointment. Hello, Mr. Borrower, I'm Mark, the notary signing agent to call to organize your loan signing appointment. Hello, Mark. Would 3pm at Starbucks downtown work? It may really appear that I didn't really do much, but let's break this down a little bit further. The first thing you should have noticed, I suggested a time and place right after they said hi. It is imperative you speak first. You want to be the one to suggest a time and place, not the borrower. The moment you suggest something, the borrower is immediately starting to figure out can they make your time and your suggestion work. You'll find that most people are pretty flexible if you're the one doing the suggesting. The second thing you should have noticed is I use the word would. Would implies you're suggesting, not demanding. Now if they say that doesn't work, you simply say, not a problem. What time and where works best for you. At the first sign of pushback, you need to back down. Our worst nightmare is the borrower complains to the loan officer that they felt pressured by the notary signing agent to sign at a certain time or certain place, which essentially means no more signings for you. If you want to be a little bit softer in your suggestion and only suggest a time that works for you, it should sound just like me. Hello Mr. Borrower, I'm Mark, the notary signing agent calling to organize your loan signing appointment. Hello Mark me. Would 5pm this afternoon somewhere at your convenience work for you? You come off looking like you're looking out for them by making the location be their decision. Once again, most people are flexible. They'll try to make the time you suggested work. I can't stress enough. You can't make it look or feel like you are dictating where they can sign. That is a surefire way of getting no more business. I encourage you to copy my script. You'll be pleasantly surprised how accommodating borrowers can be if you ask it and you say it right. Let's talk about one other common scenario that pops up time and time again. So let's say you suggest five but they say they can't do five and they want to do 6:30 because they don't get home until then. But let's say you already have a six and don't want to lose this signing. This is exactly what I would say. Oh shoot, I already have a 6:30. Any chance 7:30, 8:00 clock would work for you? Once again, you're suggesting you're not telling. And in my 15 years of organizing loan signings, I'm telling you. Most people are pretty flexible and are okay with working around your schedule only if you ask it the right way. If there is anything you get from this video, remember this. It is better to turn down a signing that doesn't work with your schedule, then try to make the borrower work around yours. And being late to an appointment because you tried to squeeze them in makes you look just as bad as forcing them to take a specific time and location. It is better to lose one signing than never to get a call back for another signing again. Trust me, you'll lose more money in the long run than you'll make by forcing a signing appointment to work for you. I've learned this lesson the hard way. While most appointments will be at the borrower's home, it doesn't hurt to suggest a place or time that works for you. Once again, it's all about how you ask it. I'LL end with this. Remember, we are here to make it easy on the borrower, not to make it easy on us by making it convenient for the borrower is one of the main reasons why we get paid so well. I hope you found this video useful. Subscribe to my channel for more helpful loan signing agent videos just like this and get my loan signing system online. Video training course today to become a top loan signing agent.
