Fire Drills

Signs: "I am having second thoughts." "My family says I should not sell." "Someone offered me more." "I want to cancel."

First 15 minutes

1. Listen fully. Do not interrupt or argue. Ask: "Can you help me understand what changed?"
2. Write down their exact words and the time.
3. Check: is the seller inside a legal cancellation window, or did they say "cancel" clearly? If yes, say: "Thank you for telling me. I will pass your request to the team right away and we will follow the correct process." Do not try to change their mind.
4. Red escalation to the client with the seller's words, the reason and whether a cancellation window applies.

Next 24 hours

• The client decides who talks to the seller next. Often the acquisitions person who built the relationship calls to understand the concern.
• If the concern is a misunderstanding (they thought closing costs would come out of their price, they fear the process), the client may ask you to explain the facts. Explain only facts.
• If the seller still wants out, follow the client's instructions for the cancellation notice, release and deposit (page 08).
• Tell title only what the client approves, and when.

Do not: say "you cannot cancel," mention lawsuits or recording anything, or contact the seller's family without permission.

Possible outcomes: concern resolved and the deal continues; a client-approved change (for example, more time to move); a clean, documented cancellation.

First 15 minutes

1. Confirm the facts: did the buyer say it in writing, or have they gone silent? Since when?
2. Check the assignment or B to C contract: deposit amount, refundability, deadline to close.
3. Alert dispositions and the client together.

Next 24 hours

• Dispositions contacts the backup buyer list. You prepare a fact sheet for them: access, title status, closing date, any known issues.
• Ask the client whether to request a short extension from the seller now, before it is urgent.
• Tell the seller nothing about the buyer change unless the client approves. If the closing date will move, the client decides the message.
• The client and their attorney decide what happens to the buyer's deposit. You only track it.

Do not: promise the seller the date will hold, or tell the old buyer their deposit is lost.

First steps

1. Check every channel: calls, texts, email, voicemail. Check whether title has heard from them.
2. Try a different time of day in the seller's time zone. Try once in the early evening.
3. Send a short, warm text: "Hi (SELLER FIRST NAME), this is (YOUR NAME) with (COMPANY NAME) about (PROPERTY ADDRESS). Just making sure you are doing OK. When is a good time for a quick call?"
4. Use any backup contact the seller gave you (for example, a family member they named), only for "please ask them to call me."
5. Yellow escalation at 48 hours. Red if closing is within 5 business days.

Next steps (client decides)

• Acquisitions may try the contact they had during negotiation.
• The client may approve a short handwritten letter or a visit by a local team member.

Remember: most silent sellers are overwhelmed, worried or confused, not gone. When they answer, start with "I am glad to hear from you. How are you doing?" not with the deadline.

1. Call and ask what is making it hard. Common answers: too many questions, worry about sharing their Social Security number, no computer.
2. Explain why title needs it, in one sentence.
3. Offer a three way call with the closer so title can help them directly.
4. If they have no computer, ask title for a paper version or a phone appointment.
5. Yellow escalation if not complete within 5 business days of the request.

1. Find out which cost and why. Often the seller expected "no closing costs" and sees a line they do not understand.
2. Check the contract: who pays this cost?
3. If the contract says the buyer pays it, ask title to correct the statement.
4. If the contract says the seller pays it, explain what the cost is in plain words. Do not argue.
5. If the seller still refuses, Yellow escalation (Red if within 3 days of closing). Only the client can approve paying it or changing the terms.

1. Check the contract: is the property sold vacant or with the tenant in place?
2. Ask the seller (or their property manager) what notice the tenant received and when.
3. For access: ask the seller to give the tenant proper notice as the lease and state law require. Never contact the tenant directly unless the client and seller approve.
4. If the house must be vacant at closing and the tenant will not leave: Yellow escalation. The client may choose to extend, convert to a sale with the tenant in place (if the end buyer agrees), or adjust terms.
5. Make sure security deposits and rent prorations appear on the statement if the tenant stays.

Do not: suggest removing a tenant without legal process. Evictions follow state law and are handled by the owner's attorney.

1. Express sympathy sincerely. Do not discuss the deal on that call unless the family raises it.
2. Red escalation to the client and tell title the same day.
3. The contract may bind the estate, but that is a legal question for title and the client's attorney.
4. When the family is ready, the client decides the next steps. Expect the file to move to HOLD and to follow the probate path on page 05.

1. Ask title exactly what is outstanding and the realistic date for each item.
2. Find the critical item: the one that will still be open on closing day.
3. Ask whether that item can be handled at closing (paid from proceeds, signed at the table).
4. Escalate with options: extend (prepare the extension for both the seller and buyer contracts), push the specific party holding it up, or proceed if title allows.
5. If title itself is slow, call the closer and then the backup closer. Escalate to the client, who may contact title's management.
6. Get any extension signed before the current closing date (page 08).

1. Ask title and the family's attorney for a realistic date, not the hopeful one.
2. Recommend one longer extension to the client rather than many short ones.
3. Move the file to HOLD and keep the weekly touch cadence (page 09).
4. Keep the end buyer informed through dispositions, with client approval. Some buyers will wait; some will not.
5. Note in the CRM every date the family or attorney gave you. Patterns help the client decide.

1. Get the tracking number from title and check it.
2. Ask title whether a scanned copy can be accepted to fund, with originals to follow. Some title companies and lenders allow it; many do not for deeds.
3. Ask title whether a mobile notary or remote online notarization can be arranged instead.
4. If closing will move, escalate Red and prepare the extension.
5. Next time: arrange mail away at CTC, not later.

1. Do not let anyone sign until the client is informed.
2. Call the closer: "The assignment fee on line (LINE NUMBER) shows (AMOUNT SHOWN). The signed assignment says (ASSIGNMENT FEE). Can you correct it before signing?"
3. Send the signed assignment page showing the fee in the same call's follow-up email.
4. Red escalation to the client right away.
5. Check the corrected statement line by line before it goes to signing.

Common examples: foundation movement, roof failure, sewer line collapse, mold, fire damage.

1. Get the report section and photos into the file the same day.
2. Tell the client and dispositions before the inspection period ends. Give the cost estimate if there is one.
3. The client decides: proceed, renegotiate, extend the inspection period, or cancel.
4. If renegotiating, the client or acquisitions talks with the seller. You prepare the addendum with the agreed terms.
5. If cancelling, deliver the notice before the deadline (page 08).
6. On wholesale files, if an end buyer finds the problem and asks for a lower fee or price, send it to dispositions and the client. Do not answer the buyer.

1. Get the appraisal amount and the contract price. Calculate the gap.
2. Check the contract: is there an appraisal contingency, and what is its deadline?
3. Share the facts with the client and the listing agent the same day.
4. Options the client and agents may consider: the buyer pays the difference, the price is reduced, the parties split the gap, the agent requests a reconsideration of value with better comparable sales, or the buyer cancels under the contingency.
5. Prepare the right document once a decision is made: addendum for a new price, or cancellation and release.
6. Update the tracker and the client's expected spread.

How you notice: a lender contacts title, the buyer mentions an appraisal, or the buyer asks for more time.

1. Confirm with the buyer in writing: "Are you using a loan for this purchase? Which lender, and what closing date have they confirmed?"
2. Escalate to dispositions and the client. A loan adds an appraisal, underwriting and time.
3. Check the assignment or B to C contract: was cash required?
4. Double close with a loan: check the FHA 90 day rule and any lender seasoning rules with title.
5. The client decides: allow it with a firm date, require cash, or move to a backup buyer.

1. Ask the lender for the reason and a realistic date, in writing.
2. Escalate Yellow (Red within 72 hours).
3. Options for the client: extend to the lender's date, ask the buyer to switch lenders, move to a backup buyer, or cancel per the contract.
4. Prepare the extension or cancellation documents once decided.

1. Ask the buyer for the wire confirmation or reference number.
2. Give title the reference so they can trace it.
3. Tell the seller calmly: "Everything is signed. We are waiting for the buyer's funds to reach title. I will update you by (TIME)." Then update them on time, even if there is no news.
4. If funds will not arrive today: Red escalation. The client decides on a new funding date. Some contracts have per day penalties or require a written extension.
5. Double close: if closing 2 funds are late, closing 1 cannot be funded by those funds. Ask title and the funding lender what happens next.

1. Do not forward the email or act on it.
2. Call title using the number in your verified contact record (never the number in the email).
3. Red escalation to the client and team lead within 15 minutes.
4. Warn every party in the file, by phone: "If you receive any email changing wiring instructions, do not send money. Call title at the number you already have."
5. If money was already sent: the sender must call their bank immediately to request a recall. Time matters in minutes.
6. Note everything with times.