No-Show Clients on Closing Day? Here’s How Title Pros Keep Their Day on Track
Question:
What is, if any, your “late to closing” policy? We have SO many clients either no show/no call to scheduled closings or just show up 15-30 minutes late or just show up when they feel like it. So frustrating and throws off our entire day!!!
Answers:
Here is what agents and other professionals across the country had to say…
Key Answers and Advice:
1. Enforce a 15-Minute Rule
Many professionals allow a 15-minute grace period. If the client doesn’t arrive within that time, the closing is rescheduled for the next available slot.
It’s important to clearly communicate this policy upfront to manage expectations.
2. Send Multiple Reminders
Use a combination of text messages and emails to remind clients:
Three days before
The day before
The morning of the appointment
Include appointment details such as time, location, and any required documents.
3. Call and Confirm Before Closing
For out of office closings, some don’t leave their house or prepare for the appointment until the client confirms they’ll be there. This avoids wasted trips and time.
4. Maintain Flexibility for Unforeseen Issues
If a delay is due to an unforeseen issue, professionals try to accommodate when possible. However, clients who "just forgot" are often rescheduled at the title office's convenience.
5. Implement Proactive Scheduling Practices
Schedule buyers only when the loan has a clear to close to avoid unnecessary delays caused by lender-related issues.
Add a burden of responsibility to lenders to ensure timely document preparation.
6. Leverage Technology for Reminders
Some suggest using offshore virtual assistants, AI tools like voice chatbots, or automated text and email systems to send real-time reminders and keep clients on track.
7. Have Policies in Writing
Include a formal “late to closing” policy in your pre-settlement, client communications, such as settlement notices or closing instructions. This sets clear expectations and helps avoid conflicts.
8. Prepare for Last-Minute Delays
Larger offices with multiple conference rooms can accommodate overlapping or delayed appointments to minimize disruption to the schedule. Smaller offices may need to prioritize tighter scheduling and enforce boundaries.
Key Takeaways:
Late arrivals and no-shows can cause significant disruptions, but clear communication, proactive scheduling, and a structured policy can help manage the issue. Use multiple reminders, enforce a rescheduling policy, and leverage tools or additional conference rooms where possible. Establishing clear boundaries ensures professionalism while accommodating unforeseen circumstances when feasible.
Continue the conversation…
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The Wicked Title Forum is a crowd-sourced resource. To help us keep our information current and correct, please comment below with any corrections or updates and we will update the article accordingly.
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The information provided here (including, but not limited to instructions, steps, or forms) is for general guidance and educational purposes only. I am not an attorney and am not giving legal advice. Information should not be considered legal, underwriting, or financial advice and is followed at your own risk. Readers should consult with their attorney and/or underwriter to obtain advice tailored to their specific circumstances.