What a pleasant way to end a Friday! I had spent much of the day making check-in calls to short sale lenders, those for both active and pending listings. In addition, it was one of those days where the phones were ringing non-stop anyway, hard to get any work done. I received a phone call from an "Ann Smith" (name changed to protect identity) stating she was from ASC Wells Fargo. In a very clipped tone, she asked me to identify the file she was calling about. Hmmm. Was I psychic? How did I know which file she was calling about? I told her, nicely, I thought, that I had several properties with ASC, and could she give me a hint? She said I had "JUST CALLED HER" but she'll CLUE ME IN and gave me one of my seller's first names. I found the information in my database then continued the most polite business repartee. She said I had called "numerous" times (actually I had only left one message for her) and had not provided the HUD1 settlement statement she had requested by fax to my office several days earlier. Unfortunately, I had not received the fax. Could it have "attached" itself to another file? We get hundreds of faxes, so it may have been an odd slip-up by my office. Ms. Smith informed me the net sheet I provided her was unacceptable, and that many factors go into a settlement statement, so she would not proceed approving any sale without one from a title company. I have had many short sales with ASC, but never a request this early in the game for a title company HUD1-- they have always used a net sheet. She proceeded to lecture me on items that go on a HUD1. I politely asked which number she faxed her request to, and she gave me one of my fax numbers. She stated she JUST CHECKED it by calling it before she called me, probably to ensure her punishing tone could be used in full force for my scolding. She said since I had not responded to her faxed request, if I did not have an official HUD1 in her office by Monday morning she was closing the file, and I would have to re-submit it to start the process again. She added she had 100 files and did not have time to waste. I told her I had 50, nor did I. She said, "Well, that's twice as many as you!" To be honest, I was a bit stunned by her demeanor, and unfortunately could not come up with a witty retort. I assure you, I will be better prepared next time!
It's Wendy!
Wendy Rulnick, Broker, CRP, CRS, GRI, ABR Rulnick Realty, Inc.
Specializing in SHORT SALES and FORECLOSURES on the Emerald Coast of Florida: Destin, Santa Rosa Beach, Fort Walton Beach, Niceville, Bluewater Bay, Navarre, Seagrove Beach, Watercolor, Sandestin, Seaside, Dune Allen, Blue Mountain Beach, Freeport, Rosemary Beach, Mary Esther, Shalimar, Eglin AFB, Hurlburt Field.
Call toll-free 1-877-ITS-WNDY (1-877-487-9639) or 850-650-7883 ext 204
www.RulnickRealty.com www.ShortSaleForeclosureHelp.com
Wendy:
I find that many of these negotiators have been thrown into the frying pan with current market conditions. They will also find any excuse they can to close a file. They simply can not handle their workload...and I don't believe that every negotiator has the necessary aptitude for the job.
One of my favorite tricks with a person like this is to calm them down, assuring them that I appreciate their time and know how busy they must be. After they are calm and cool, and feel they have down me a favor (and usually that is THEIR feeling) I ask if I can speak to their supervisor to tell them how helpful they were. From there, I do compliment the person, but quickly turn it into a conversation about what is, or is not needed....just to verify.
Good luck.
I get asked for a HUD-1 all the time and I just create one on my own and they always work. I only do this when asked, otherwise I just use a net sheet as you mentioned which works most of the time. They just want it in that format because that's what they're used to. No need to get your title company to create one.
Mark - I've started consistently asking our title agents to make one for me. It actually saves me time, and they haven't complained! Thank you for your input!