Tag Archives: lawyers

–Demonstrate your commitment to your customers–An “E” for effort matters!!!!

Customer Service, Marketing / Communication, ,

A while back, when I was just starting my practice, I read an article about a survey done in Missouri (not my home state) concerning impressions that clients had of attorneys whom they had previously retained. The point of the article was that most respondents said that their attorneys were competent; they knew the law. What made most people decide whether an attorney was good or bad, at least for them, was the clients perception of the amount of effort that their attorney was devoting to their matter. Did the attorney specifically ask his secretary to “hold all calls” during our first meeting? Did the attorney make a phone call or phone calls while the client was in the office after a first meeting to demonstrate that this is an important enough matter for him or her to get started on, right away? Did the attorney send copies of ALL correspondence to the client, so the client was kept informed on progress on his or her matter?

We now have tools which speed up communication. it is easier to keep clients informed with emails and cell phones. But, have these means of communication really assisted us in communicating? The answer to that question depends on the professional. We can do a better job of communicating now, and show the effort that sets us above the ordinary, if we are not lazy or hesitant. People use our services because we are experts. The way we show this is by representing them imaginatively and consistently. It doesn’t help if we have a cell phone if we don’t return calls. What good are unresponded emails?

After more than 40 years of practicing law, I am just beginning to get it. Your clients and customers want to feel important. They want to feel cared for. You have the tools; you need to apply them and let your clients understand just how very talented you are and why they are so lucky to have you on their side.

The Perfect Closing-One Lawyer’s Dream

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Strangely enough, after more than forty years of doing residential closings, I cannot remember one closing which was perfect in every way. My state, Massachusetts, still has lawyer’s serving as closing agents and also reviewing the title and writing the title insurance. This means that my firm, Topkins & Bevans, is responsible for checking at the appropriate registry to make sure that the Seller really owns the property, and there are no liens which cannot be paid off, or accounted for, at the Closing. We also need to check on water and sewer charges, and other municipal liens (such as property taxes) and common area fees, where a Condominium Unit is involved. Once we receive the rest of the “figures” from the Lender, we produce a HUD-1 Settlement Statement and distribute same to the Buyer and Seller, most of the time at least 36 hours prior to the Closing

There are a lot of balls up in the air, and our job is to try to assemble all of the players, and have each of them walk away with the thought that they had been well attended to, and fairly treated. So, in a perfect world, these are the goals, which I would always try to attain in my “perfect closing”:

1. The Buyer. Buyers are almost always nervous, whether this is their first, or twenty-first, purchase. My job is to make them calmer. I do this by being prepared for each closing. The Form 1003, which is a part of the Lender’s closing package, is packed full of information. I can find out the age of the Buyers, how many kids they have, what they do, and where they work. This almost always leads to a comment like:”Oh, you are a nurse, my sister-n-law is a nurse.What is your specialty?” or “Oh, you have four children, I have four children, where are they at school?” Get the picture!!! I have identified something I have in common with the Buyers. I am a human being, too, not a robot who is there to make sure they do not purchase the home of their dreams. I tell my Buyer at the start that I will take as much time as they wish going over, and explaining, the HUD-1. I tell them that this is really the most important part of their closing. The numbers on the HUD-1 help them to establish an “opening balance sheet” for their home. I never try to rush closings; this is a big moment for the Buyers, and I want them to relish it. Whenever possible, I take a picture of the Buyers with my digital camera after the Closing and send it to them with an email. I want them to have a memory of their “big day”

2. Sellers. Sellers have feelings, too. I tell them that I will explain the HUD-1 to them as well, especially if they do not have an attorney present. I try to move the closing along so the Seller is not inconvenienced.

3. Realtors. Most realtors come to closings. I try to involve them in the proceedings as much as they wish. I will ask their opinion on certain issues, and assist them by having an extra copy of the HUD-1 available for them to take with them. Lately, I have been trying very hard to make sure that Seller’s Agent, or the Buyer’s Agent, gets paid from my Client’s Account at the closing. These people have worked as hard as the Listing Agent for their commission, and there is no reason to make them wait additional weeks to be paid.

4. Mortgage Professionals. Most of my Originators do not attend the closing. I think they should but they do not. Since they are not there, I ALWAYS call or email them after the closing is completed. I tell them just how the closing went, and if the closing went especially well, I urge them to contact the realtor(s) or Buyers to inquire. The positive reinforcement the originator receives may be helpful for future referrals.

If I can do all these things every time, my closings will be perfect.I am not there yet, but at least I know what I am shooting for. I would be interested in hearing from any of you with helpful hints as to how I can make my closings better. I used to have a slogan “my closings close”. That is an important statement, but I would rather be able to say “My closing closed, and I enjoyed they way I was treated”.