Episode 018 - Locked In - Interview with Tonya Ott, Title Expert and Trainer
Episode 018 - Locked In - Interview with Tonya Ott, Title Expert
LOCKED IN – Tired of being told what to do during the quarantine? Sick of news about the ever-changing real estate transaction landscape? We certainly are!
So we invited Tonya Ott--a title expert and trainer with Chicago Title--to talk about what's happening behind the scenes in the title world. Hunker down, because what she is seeing is CRAZY! Enter at your own risk!
SHOW NOTES
- 02:50 – Welcome to the awesome, the amazing, the stupendous Tonya Ott with Chicago Title Indiana. Celebrity in the real estate world. “If you don’t know Tonya, you are probably nobody.”
- 03:25 – About Tonya: started in 1992 with Chicago Title. The last few weeks have been the most “interesting”. Adjust, pivot, keeping balls in the air throughout something that we have not experienced before. “Sprinkle in COVID-19” and this has been crazy.
- 05:00 – What have you missed while in quarantine? Being a people person, I miss the “belly to belly” interaction. (PG rating, this is a family friendly show.) See people in person and interact with them. Building relationships and rapport is best done person-to-person. Things get lost in text and email. Zoom has been okay
- 06:24 – Tonya has put out some great YouTube training videos recently about recording concerns and e-notary changes. With all these changes, what are you seeing behind the scenes? Concerns over employees and exposure. Title cannot happen virtually. It has been difficult to handle the same number of closings with the constraints and mindfulness of safety for everyone. Scheduling and having staff is a challenge.
- 09:35 – Closing is the grand finale of everything everyone has worked toward. In the past closings have been an experience, but now they are a little bit sad as that same feel cannot happen. Not as much fun as we would like it to be. Memorable for different reasons.
- 10:22 – Patience is required and sometimes agents do not have that. Title and mortgage professionals seem to have a target on their back. What does that look like for you in balancing state and federal requirements and keeping everyone happy? Basically saying, “Agents, shut up!”. Pre-COVID the buck stops with the title. There has always been pressure to get it done. Expectation that things are supposed to move as they always have. People are grappling for some sense of normalcy.
- 12:35 – Legitimate fear that if the transaction does not close, someone could lose their job and the transaction cannot ever take place or buy the home. That type of concern is motivating the pressure.
- 13:05 – As Indiana executive orders were released, phones blew up with a number of people pushing to move up their closings. First quarter has been “phenomenal”. Managing pressure and expectations have been hard.
- 14:10 – We are in a repeat and referral business. Diffusing situations has been more common. We are on your side and working toward your objective.
- 14:35 – Christian question: Governmental workers and processes have slowed down. Can things be done electronically? Two different points: on title search, some counties are closed or skeleton staff. Some require a scheduled appointment. Indianapolis and surrounding counties have electronic records and they have access to information. Some information is not available online such as court cases, judgements, divorces and requires research in person.
- 16:10 – Back end, e-recordings are done by all counties. Title companies are handing those recordings, but the county offices must process those requests and they are needing some additional time. Title companies do not have any control.
- 16:42 – Cate: Have your closers talked about their experiences with consumers with closings in the parking lots? In large part, everyone is okay. There are a few issues, but people are people. Managing expectations is huge and should be set. Knowing what you are walking in to is helpful. Communication is key.
- 17:45 – Closing where people bring in their 4 teenage kids, mother-in-law, and their dog. Wow!
- 18:20 – Other end of the spectrum with people cracking their windows while wearing masks and gloves and tube socks. Call on cell phone and talk them through it.
- 19:04 – Windy and soggy days with curbside closings are not fun. We are committed to get it done.
- 19:15 – Will this change your practices going forward? Set up closings like a Sonic drive-thru restaurant with a menu board and closers wearing roller skates. Tonya can “rock some roller skates!”
- 20:12 – The quarantine has forced us to consider other alternatives that would not have before. What makes sense moving forward. We learn a lesson with every trial we go through.
- 21:20 – Tonya, you are amazing! We enjoy talking to you. Thank you to all title companies and closers! You have rolled with it and gone to work. Without you, we would not have closing.
- 22:10 – How can people reach you? Email: ott@ctt.com Cell phone: (317) 684-3939.
- 22:45 – Thanks to professionals like Tonya, we will get through this together.
- 23:22 – WASH YOUR HANDS!
SHOW LINKS
- Tonya Ott – https://www.chicagotitleindy.com/People/TOtt.htm
- Tonya Contact Info: Email: ott@ctt.com Cell phone: (317) 684-3939
- Chicago Title Indiana – https://www.chicagotitleindy.com/
- Welcome to The Twilight Zone – https://www.youtube.com/watch?v=NzlG28B-R8Y
- Zoom – https://zoom.us/
- Tonya’s Training Video, e-Notary – https://www.youtube.com/watch?v=ygUywrrt-Cg&feature=youtu.be
- Tonya’s Training Video, County Recordings – https://www.youtube.com/watch?v=TbJKW9y5gcI
- Sonic Drive Through - https://www.sonicdrivein.com/
BETWEEN THE LINES LINKS
Web
https://www.facebook.com/groups/realestatebetweenthelines/
https://www.facebook.com/Brian-C-Lee-111822417027919/?
YouTube
Activity