Dear ITLA Members,
Last quarter I shared with you some thoughts on how to deal with changes and challenges we face in our industry. I would like to continue that focus by discussing three more prin-ciples made by James P. Owen in his book titled, “Cowboy Ethics” that can help keep us focused during difficult times.
Just a quick recap of the last quarter’s newsletter; we talked about the principles of: Live Each Day with Courage, Take Pride in Our Work, and Always finish What We Start. In this letter I would like to cover: “Do What Has to Be Done”; “Be Tough but Fair”; and “When You Make a Promise, Keep It”.
- Live Each Day With Courage
- Take Pride In Your Work
- Always Finish What You Start
- Do What Has To Be Done
- Be Tough, But Fair
- When You Make A Promise, Keep It
- Ride For The Brand
- Talk Less And Say More
- Remember That some Things Aren’t For Sale
- Know Where To Draw the Line
Do What Has To Be Done
“Strong as the hero may be, he always faces an enemy who is equally formidable, if not more so. He faces the prospect that his stand will cost him dearly-maybe even cost him his life. And he faces the ultimate questions: What will I do in the moment of truth? Will I have the courage to stand up for what is right?”, James P. Owen. While we may not be facing an enemy, we certainly face situations where we have our moments of truth. These are situations where we have to have courage to stand up for what we know is right.
I know that quite often we are asked by our customers to look the other way or do some-thing just once that we know is wrong. Is it really a big deal if we give in? After all, we’re just helping a customer get their new home, sell a home, and/or get a loan. This is why that request is a moment of truth. We can argue ourselves in to doing something that may violate regulations, but the real test is to see if we will stand and have the courage to do what is right. So, the next time your best customer asks you to do something you know is wrong, ask yourself what is the price of your honor?
Be Tough, But Fair
Simply put, “do unto others as you would have them do unto you”. Do you remember when things were done with a handshake, and if someone gave you their word they would keep it? Or. remember when it didn’t take an entire tree to print out closing documents? Unfortunately those days are long gone and in the new world of regulations will only move farther and farther away.
Even though our industry is moving in different directions, it doesn’t mean that we have to change how we deal with clients and coworkers. If you say that you’ll take good care of your customer, then do it. Return that call promptly. Follow up with items that you were asked to complete. Keep your customer updated with the status of the file.
Remember that our coworkers are part of the team. Treat them with respect but expect them to contribute to the best of their ability.
“The Golden Rule was nothing less than the key to survival.” James P. Owen.
When You Make a Promise Keep It
The saying that a man is only as good as his word has always been a constant. We know who we can count on in our industry. We know the clients that we can trust and the ones we cannot. That trust is built on keeping one’s word.
Think about the damage we do when we make a promise we can’t keep. How many clients have we lost because we promised them the best customer service and were not able to meet that promise? In our industry we only have our integrity to differentiate ourselves. If we promise to do something then we had better do it or our cus-tomer will find someone else who will.
I hope that you find these principles helpful. I know that they are very basic and yet I find that I am not doing as well as I should at living them. The one thing that I know for sure is that they may take a life time or more to truly master.
Idaho Land Title Association Education Seminar
Thursday and Friday March 5th and 6th, 2015
Red Lion Downtowner – Boise, Idaho
Thursday – March 5th Continental Breakfast Provided
8:00 A.M. Registration
8:15 A.M Welcome – Quinn Stufflebeam, ILTA President
8:20 A.M. American Land Title Association – Leslie Wyatt, SoftPro
CFPB Issues – “Nuts and Bolts of the New Mortgage Disclosure Forms”
9:20 A.M. Morning Break
9:30 A.M Leslie Wyatt – CFPB Implementation Issues (Continued)
10:30 A.M. “Cyber Fraud Scenarios & Case Examples” – Richard Flory, First American Title
11:15 A.M. Recaps of ACI Northwest v. Jacobson the Parkwest Issue and Stanley Consultants v. Integrated Financial the invisible mechanic lien issue – Tom Dvorak, Givens Pursley
12:00 P.M. Hosted Lunch
1:15 P.M. “CFPB – Lender’s Perspective/Third Party Approvals” – Wells Fargo
2:00 P.M. “Oil & Gas Leasing” – Michael Christian, of Marcus, Christian, Hardee & Davies
3:00 P.M. Afternoon Break
3:15 P.M “The Basics of Oil & Gas Leases” – Hethe Clark, Spink Butler LLP
4:15 P.M. Department of Insurance Update – Jim Scanlon, Department of Insurance
Judiciary Committee Case Law Update – Bob Rice, Westcor Land Title
5:00 P.M. Thursday Session Adjourns
5:30 P.M. Casino Night – Silent Auction & Dinner Buffet benefit IPAC (Red Lion Downtowner)
Friday – March 6th Coffee Provided
8:00 A.M. “Communication in Today’s Electronic Era” – Jeff Wiener, Old Republic
9:00 A.M. Idaho Legislative Update – Lyn Darrington/Larry Benton, Benton Associates
PAC Update – Nikki Droll, Kootenai County Title
Membership Committee Update – Michelle Reay, First American Title
10:00 A.M. Announcements
10:10 A.M Break/Checkout
10:30 A.M. “It’s More Than Business” Ethics Presentation – Monte Stiles, Asst. US Attorney Retired
11:45 A.M Adjourn
Newsletter February 2015 Final – DOWNLOAD PDF