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February 28, 2013

Do you ramble? What do your clients think?

Filed under: Etiquette — Tags: — admin @ 12:25 am

I talk to customers all the time. Everybody has a different style of communication.

Some just don’t answer the phone at all. Others answer only to tell me that they can’t talk to me. Why bother answering at all if you refuse to talk. Some people spend more effort resisting talking to me than it would take to listen to the single sentence that I wanted to convey to them. Others talk, but spend a lot of time complaining about many types of things. Sometimes they complain about us, and other times they complain about signing companies. But, what about another category of communication — rambling?

When you ask certain people a simple question about themselves, they become spellbound and speechless.

Q. How many loans have you signed in your life?
A. Ummm… Hmmm. Let me keep you waiting for about 10 minutes while I think endlessly, and still come up blank.

Then there are the people who give a different answer than what you asked for.

Q. How many loans have you signed in your life?
A. Well, I’ve been a Real Estate broker for 30 years.

Q. Nobody on 123notary will hire you as a Real Estate broker, but they might hire you as a notary if you communicate your skill as a notary.
A. Well, since I’ve been a Real Estate broker, I know my loan documents well.

Then, there are the people who ramble and give you far more useless information than you want and go on and on.

Q. How many loans have you signed in your life?
A. Gee, I never thought about that before. Hmmm. Well, I signed one today, and I think two yesterday… Nope… It was one, because the other one got cancelled because the borrower had a cold. And let’s see. The week before that I think I signed three — or was it four? Hmm, I forgot. The week before that I was sick, so I didn’t do many notarizations.

Response: Sorry to interrupt, but the information you are giving me is completely useless. I am trying to fill in a box that has room for a number, not a long story. Once again, do you know how many loans you have signed in your life?

The key point here is to understand that if you ramble with clients, they are not going to want to use you for anything, even if you are a good notary. Imagine that you work for a busy signing company and have to talk to 100 notaries a day. The last thing you want is someone who screws up, as that would be a nightmare to clean up. The second worst thing is someone who talks endlessly without giving you any useful information. It is not only extremely annoying, but a waste of their time — and trust me when I claim that people at Title or Signing Companies don’t like to have their time wasted — not even a minute.

Sure, it’s nice to make small talk and polite conversation. You gain points for this because it is pleasant. Don’t over do it on the small talk either, because once again — people are under time pressure. But, don’t ramble on when you talk to business people — they don’t have time. The worst offenders are retired folks. Since THEY have very little to do, and a very open schedule, they often forget that the rest of the world has more to do than they can handle, and doesn’t have time or patience for rambling.

So, the moral of todays story is — don’t ramble if you want to have clients!



  1. “The worst offenders are retired people since THEY have very little to do?” Did you actually say that? I am seeing visions of an article, “Are you snarky and make generalized judgments about people? What do your clients think? “. I worked for fortune 500 companies that would have fired you on the spot for saying such a thing. It is offensive and inaccurate. Not to mention unprofessional as is the whole condescending tone of this article from where I sit. Of course I probably have nothing else to do.

    Comment by Lisa — March 14, 2013 @ 11:58 pm

  2. I agree with this article completely, and I have caught myself talking too much when the client is talkative. I had just told myself the other day to watch the talking too much thing. It wastes to much time, and on a busy day I can’t afford to waste that time.

    Comment by Morgan — March 15, 2013 @ 3:23 pm

  3. I am retired and I totally agree with all said here. I am definitely more relaxed now than at any time in my previously busy life. I do catch myself doing just what he mentioned. As far as his remarks being offensive, hay, this is a blog. Get over yourself. We all can speak our mind about life without worrying about offending the next reader. Long winded phone conversations are always annoying.

    Comment by Dave — April 14, 2013 @ 10:39 pm

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