This week's Title Tip discusses the dying art of
Customer Service and what you can expect to get when dealing with Benchmark
Title for your title and escrow needs.
on Customer Service
by John Howe, President
The definition of Customer is "a buyer of goods or
services." One of the definitions of Service is "friendly
help." So why is it so hard to find these days?
Customer Service, where have you gone?
When you place an order for title work do you always get the best possible
Customer Service? Do you always get to talk to the nicest people on the phone
who are ready and willing to help? Does this very important part
of the transaction help you to feel confident about whether the title company
is getting it right?
The same question applies to receiving your title commitment in a timely
manner, and receiving an accurate product; scheduling the closing and
getting your closing figures in an appropriate time frame so everyone knows
what to bring to closing. These things are important parts of a sale of
real estate and need to be completed in a manner acceptable to you and your
clients, buyer or seller.
Delays and problems are somewhat inherent to a real estate transaction, so
the thing that sometimes become most important is how
well your title company handles those problems that crop up. Do
they notify you in a timely manner when there are problems in the chain of
title which may cause a delay? Are they friendly and courteous when working
with you to resolve title clearance issues or problems
with escrows or funding? Some of the things you can do to assist the
title company in providing you with excellent customer service is to order
the title work early in the process and send in a complete copy of the sales
contract, including any addendums, changes, adjustments, counter offers, etc.
along with copies of prior title policies if available. There is no
worse feeling at the closing table when we find out that the sales price has
chanced and we didn't know about it, or worse yet, the lender doesn't
know. A last minute change like that could cause the transaction
to be reviewed or recast by the lender's underwriting department, which could
create a very unwelcome delay, a lot of stress for the parties, and a collapse
of Customer Service.
At Benchmark Title our motto is "Quality, Accuracy, Service."
There is that word, "service" again, and we pride ourselves on
hitting the mark on each and every deal we handle for you, our valued
customer. Which is why we've developed the "ONLYS." The
"ONLYS" are the extra things we do for you that you can't get
anywhere else. These are the things that help Benchmark outshine
our competition, and help you to provide the best possible Customer Service
to your clients. ONLY Benchmark has SureClose, an online
transaction management system which gives you free access to your title and
escrow documents 24/7. ONLY Benchmark offers you Docs on Disc, providing
copies of your closing documents on a CD at closing. ONLY Benchmark
gives "Policy at the Table", allowing you to leave the closing
table with owners and loan policies of title insurance in hand. That is
our definition of Customer Service - going above and beyond to give you the
best, so you in turn can give the best to your clients. "Benchmark
Title - Simply the best!"
Any questions can be directed to Benchmark Title at 618-239-3750. Please feel
free to call or email:
Serving you from three convenient locations:
1124 Hartman Lane
Shiloh, IL 62221
Escrow Fax: 618-239-3707
Title Fax: 618-239-3757
Fax Orders: 618-310-1589
President: John Howe
318 North Main St.
Columbia, IL 62236
4215 S. State Rte 159
Glen Carbon, IL 62034
Manager: Sara Sowell
Upcoming Title Tips
More 2006 ALTA Policy
Did you say free?
Be the first in your
office to try out SureClose.com,
Benchmark Title's new FREE online transaction management system. Why waste
time making status phone calls or standing by the fax waiting for your title
commitment when you can get what you need instantly from your own computer.
Visit SureClose.com for more
information or call April
Tolan, our SureClose Specialist, at 618-239-3750 for your sign-on so you
can start saving yourself time and money today. We'll even give you and your
clients a free CD at closing containing copies of their closing documents.
Give me my policy!
Did you know that
lenders and home buyers now receive their title policies at the closing
table? Call Michelle
Null, VP Escrow Operations, to learn more about this exciting new
Ready to refi?
homeowners will want to hear about our fantastically low new refinance rates.
Call today for a quote!
You can place your
next title order now by clicking here.
Sara Sowell joined
Benchmark Title in January of this year as Escrow Officer and
Manager of our Glen Carbon office. Sara first worked in banking as a
loan processor and then mortgage loan officer before venturing into title
insurance with Benchmark. With her lending experience, she has taken
very naturally to her role as closer. Sara was recently recognized by
the Illinois Business Journal as one of Southern Illinois' Rising Stars, for
being one of the areas young up and coming business professionals. She
resides in Edwardsville with her husband, Sean, and her two children, Ethan,
6, and Zachary, 3. Sara can be reached at 618-288-1695 or
by email at email@example.com.