Customer Service To Remember

Whenever I have to buy something or even get a quote, I always pay close attention to the service being offered. While I do purchase many products online, the buying experience is still an important one to me which is why, when I receive excellent customer service (and a great price) I always do my best to pay it forward. I have had some atrocious experiences with various companies and at a myriad of stores and dealerships over the years but I have also had some excellent transactions which have made the experience much more pleasant. In those instances, I also make sure to seek that sales person out when returning to the store.

My recent car ordeal was a perfect example of this as I experienced the range of interactions between the various dealerships. Once my brother’s dealership was ruled out (they don’t sell the car that I settled on), I proceeded to stop by a variety of Mercedes dealers to both talk with a sales person and see what price they could offer. My first stop was to Tom Masano in Reading where the sales woman with whom I spoke was excellent and they offered a great price. The second stop was to Mercedes-Benz of Fort Washington where they were less than welcoming and brushed me off not even bothering to follow up with a reasonable offer. The third was to Euro Motorcars of Devon where I received the same excellent experience that I had in Reading and they came back with a better price. Deal done.

More recently, I have experienced the same variety of satisfaction when getting quotes for the initial projects that we wanted to get done around the house. Some of the contractors listened to exactly what I wanted, others just went about designing something that didn’t make much sense at all. Some prices were really high and others were lower than I was expecting. However, while price was an important factor, it was the interaction that I had with each of the companies that really made the difference as some were clearly looking at the task with dollar signs in mind while others, one in particular, took the time to make sure it was the solution that made the most sense and that would be done right.

Even with regard to our banking, the way that we are treated makes a huge difference. While the hours and locations are convenient, TD Bank has continued to offer one of the worst customer experiences that I have ever encountered with a financial institution. We have already switched our primary banking and now we will be transitioning our secondary banking in the near future as these other institutions are actually pleasant to deal with on a regular basis and haven’t hampered us with ridiculous charges.

Of course, there are the basic retail sales associates that I know by name that have made many transactions much more pleasant in recent years like Dave at Raymour & Flanigan, Frank at Coins & Currency of Wayne, my cousin when I need clothes, many employees at the local Lowe’s, the entire staff at Tanner’s Sports Center, and many other people at various local businesses. Additionally, the customer support teams at Amazon and Sportsman’s Guide have been excellent as of late. Great people that continue to make things just a little easier.

House Mail

Over the last few days my wife and I have received a few letters in the mail regarding our house... another couple of firsts… which were equally good and bad. The first letter that we received was something that we knew was going to show up eventually and we weren’t looking forward to it… our property tax bill. It is almost like being lulled into a false sense of relief when looking at this total with the knowledge of what our total annual taxes are on the property. This was obviously the first and much smaller bill… the school tax bill will arrive this summer.

Having paid our taxes up front at settlement… actually, our mortgage includes the funds being held in escrow that we need for our annual taxes… I scanned and sent the invoice off to the bank. While it means a pretty significant increase in your monthly mortgage payment I do recommend having the bank hold these tax related funds in escrow as the last thing that I wanted to pay this past month was a rather substantial property tax bill. It was reassuring to see this invoice taken care of without a big hit to our account and without any impact on the amount we still owe the bank.

Another piece of mail that I scanned and sent to the bank was our official approval for our Homestead Exclusion. Essentially, since we own this property which serves as our primary home, we are entitled to a slight reduction in our school taxes. And when I say slight I mean very, very small. But, at the end of the year, whatever that amount may be, it is still money that stays in our account. Given the size of the invoice that we are bound to receive, about 2-3 times more than the initial bill from the township, it will be nice to be able to hold on to a few extra dollars.

I guess you could say that these are a few of the unpleasant first time experiences as new homeowners but, in the end, we wouldn’t change a thing. There are some ‘negative’ things about ownership and the responsibilities that we now have as partners in this endeavor but, in the end, they are minor in comparison to the benefits and security that we now have in our home. We know where we are going to be for the long term. We know where our son is going to grow up. We own our home and we have land that we are free to enjoy (after taxes).

Mortgage Monday: No More Rent

Since we’ve been together, my wife and I have always written a rent check every month. The amounts may have varied over the years but the one thing that remained constant was the fact that we didn’t own the place in which we lived. It is a rather disconcerting notion when, at the end of the year, you look back and see all of the money that you gave to someone else without having anything really to show for it. It is primarily because of this that we have been wanting to buy a place of our own for years.

While it has taken longer than expected and it had happened under circumstances that we both wish could have been different, we are no longer writing rent checks. Now we find ourselves flipping through the payment book sent to us from our bank knowing that with each page that we turn we own a little bit more of our home. And with each month we add just a little extra, as much as we can, in order to shorten that three decade commitment a little bit at a time.

It really is a different experience when writing these checks (actually, setting up the automatic payment and watching the funds evaporate from our account). There is a goal in mind with a clearly defined payment period. There is certainty and stability in the payments we are now making and, to a certain extent, we look forward to making these payments as each check or transfer is one less that we have to make in order to own our home in its entirety.

Owning our own house also allows for the freedom to change or keep things the same as we see fit. There are few limitations especially without the presence of a homeowner’s dictatorship/association. It is true that we have to maintain everything ourselves but we can also fix things ourselves without the potential repercussions from a landlord and we can chose who we want to do the work if we find it is beyond our limited knowledge and experience. We are able to make things right in our own way in our own time.

We also have the peace of mind knowing that we are staying in the same place. There is no lease and we don’t have to worry about our rent going up next year or the owner deciding that they no longer want to have tenants. We have a place that offers us permanence and stability for the two of us and, more importantly, for our son. This is the home where our son is going to grow up and that is an amazing feeling.

Mortgage Monday: Taking A Chance

This was the first attempt... really glad it fell through!

I am going to take a step back for a moment in this series and actually talk about a few months prior to us moving into the house. By the time the summer was coming to an end, my wife and I had a big decision that we had to make. Our lease was set to end today and while we had been looking at houses for some time, and we were under agreement on a property, there were no guarantees. While we usually take a more careful approach to situations, we decided to take a chance and give our notice that we will be not renewing our lease. So, when we sent our rent check in late August for the month of September, we included a note that, in accordance with our lease, we were not going to be renewing.

Technically, we had a place that, at the time, we thought we would be living but, as September slowly trudged on, that reality quickly dissolved and we soon found ourselves without a place to live come December. It was an interesting feeling of uncertainty and one that had us contemplating whether we should try to extend our lease but it was also freeing in the fact that it was one less thing to think about as we continued to search for a home. If anything, it certainly served as a motivator to get things done and step up our efforts to find a home.

Things do happen for a reason and our house hunt definitely proved that point. Within a week of terminating the agreement on the first house (based on inspections), we reached an agreement on a second, far superior, home. After talking with the bank the following week and shortening the escrow to 45 days, we knew that we would be moving and would be making the transition from a house to a home by the end of November. As it turns out, taking that chance in late August was going to pay off.

Contrary to the first ordeal which was rife with misleading statements and answers that didn’t match up with the facts and documents from the county, the process for the second house went as smooth as we could have hoped for and now that second house is now our home. No more renting, no more moving, and no more uncertainty about where we are going to be living this time next year or the year after. We are home.

TMI Tuesday: Baby Gets A Bigger Room

The long day began with our usual morning routine which quickly changed once we got in our cars and met up at our son’s daycare. Today we both wanted to be there when we dropped him off as things were going to be quite different when we picked him up. It was a great feeling telling him “You have fun at school, mommy and daddy are going to go get you a bigger room!” From that daycare we drove to another… we haven’t been very happy with where our son has been spending his days.

Our appointment began as the last of the children were dripped off by their parents and as soon as we had a moment to sit a look around, we knew that this was a completely different place than where our son was currently spending his time. By the end of the tour there wasn’t a question in our mind as to whether we wanted to change his daycare it was all a matter of when would he be able to start. While we were going to make the switch anyway the fact that it was a $100 per week cheaper made that decision a lot easier.

From there we drove up the road a few miles where we met with a brother from the lodge and his wife. It was a relatively quick meeting as we were all running quite a bit behind schedule and before we knew it we were up against the clock to get to our next appointment. We arrived slightly passed the time we had hoped to arrive but things seemed to work out as our room wasn’t quite ready. This gave us an opportunity to talk with all those who greeted us at the front door. At this point part of me was eager to get things moving while another part as nervous about the changes which were about to occur.

The delays seemed longer in the moment than they do in hindsight. I guess it was all the excitement and anticipation of the day. Looking back it seems like mere moments between the first handshakes to the final signature to the disbursement of checks. While all the leg work and preparations may have been time consuming, it was all worth the effort when we were handed the keys to our new home and our son’s bigger bedroom. Now we can finally call ourselves homeowners and now we have a place where we can see ourselves raising our family for many years to come. It is a great new feeling to have especially when you go to pick up your son and tell him that we found a place where he will grow up.

Pulling Papers Together

 

When my wife and I decided to resume our house hunt this summer I knew that, at some point, I was going to have to spend a fairly significant amount of time in my office pulling all the documents together needed to apply for a mortgage. While the prequalification process was relatively painless and pretty straightforward the subsequent list of items needed seemed a little daunting when I first read through them in my email. There was nothing out of the ordinary and it could have been really quick had I been up to date with all my filing and organization but that certainly was not the case.

Following my conversation with the bank to get prequalified, I received the following list of items needed for underwriting:

1.)    Copies of drivers licenses and copy of a credit card (for ID purposes)

2.)    Copies of W2s from 2013 and 2014

3.)    Copies of full federal tax returns (form 1040) from 2013 and 2014

4.)    Copies of pay stubs from the most recent 30 days – (last 2 pay stubs if you are paid bi-weekly)

5.)    Copies of bank/investment account statement covering the most recent 2 months (most recent quarter for quarterly statement) – please include every page of the statement even if it is blank

6.)    Copy of fully executed agreement of sale (when available)

7.)    Copy of will and death decree to document inheritance

Again, not a problem if everything were neatly filed away and labeled. It took some time and a lot of patience but I was finally able to get everything ready to go. It was a time consuming process and one that could have probably been put off for a while but I wanted to be able to get things moving rather quickly as soon as we found our home.  

Of course, while pulling all of these items together I could help but think to myself that I should probably just put aside all the items I need to finally file our taxes this fall. There is a heck of a lot of overlap in the two lists and this mortgage process would be the perfect impetus for starting that tax file. And I do mean start as our taxes are an annual pain in the rear consisting of hundreds of pages of supporting documentation for the purpose of itemizing all our deductions. The mortgage underwriting documents are done but the tax documents still have a long way to go. Thankfully, I have a really comfortable office chair and my files are now in better change then they have been in months. I just hope I don’t have to break out the check book again!

Bills And Bank Statements

As many of you know, I am one of those people that checks all financial statements on almost a daily basis. I have had credit cards hijacked in the past and I know how much of an issue that can cause. I am also doing everything I can to pay off debt and keep our financials in a healthy position so the little bit of time each day is well worth the effort to ensure that all the numbers are where they should be. And this is just my personal accounts.

While not nearly as regular as my personal habits, I am also continuously cognizant of the financial situation of the lodge. This is just another one of the duties that I agreed to when I took office as Secretary. Just like my personal financial situation, we are not talking about big numbers so I make sure to know where every dollar is coming from and how much is going out. Lately, we have gotten a little behind as all of our summer schedules have hindered us from getting together. We were finally able to get everything squared away this evening… it really puts my mind at ease knowing where everything stands.

Of course, when some of the balances were brought to my attention I expected some inquiries to be made by some of the brothers at the lodge. After all, this is our budget and our accounts and this is why I keep a meticulous record of what has come in and what has gone out. It is required of me to do so and I would expect them to hold me personally responsible if I was unable to provide them with a receipt. And that is what we should all take away from this.

It shouldn’t matter if you are involved in the financials of a business, lodge, charitable organization, or your own personal accounts. Everything has to be accounted for. I know that if I want to be reimbursed for a purchase at work or for the lodge I have to have a receipt. No receipt means no check. While we have provisions in place to ensure transparency, I have heard of too many instances of fraud and downright theft both within lodges and outside of lodges. I am well aware of these instances and I made it known that the books are open to members and that I am happy to answer any questions.

Even when looking at my own debts I can account for all the credit that has been used… this is particularly important regardless of the type of account because you don’t want to wake up one day to the reality of owing 10 or 20 thousand dollars to a bank or credit card company. I know where all of my money is going (especially on the tight budget that we have had in recent years and the process of paying down debt that we are currently undertaking). I shouldn’t expect any less from the lodge and the lodge shouldn’t expect any less from me.

Banking, Internet, And A Couch

For a day that was only supposed to consist of a half day of working from home. This Friday had been on the calendar for months but, like many days, my schedule didn’t hold. While I did get the required amount of billable time in for the office over the course of the holiday week, there were other things that came up and consumed blocks of time during the day.

So I woke up early in the morning and instead of opening my computer and taking care of some writing for work, I got in the car and headed to the bank. Even this simple commute had its moments of frustration as my E-Z Pass was being difficult and required that I stop and discuss the matter with a toll collector. I got to the bank before any other brother rounded the corner to park their car.

I was hoping that this was going to be a quick stop but we are dealing with a bank here so I wasn’t able to get back on the road for over an hour. However, during that time I was able to talk to one of my brothers who was kind enough to agree to help me pick up a couch from Ollie’s that I had purchased a couple weeks prior during a heck of a sale. So back on the road, the back roads actually given my issues with E-Z Pass, and into the townhouse where my wife and I waited for Verizon to knock on the door.

While it was unpleasant at time, it was also kind of nice being untethered from the internet for the past week but it is a necessity and we were quite happy to see the truck pull into the parking lot (especially my wife). The technician wasted no time updating the box outside and within an hour we were configuring the internet and updating the Wi-Fi on our numerous devices. Two hours after that and the cable was up and running as well. These things never get done in the 1-2 hours that they say it will take.

At this point it was time for a quick dinner, picking up a few more things for the house, and finishing up my work for the long day. It was originally going to be a nice relaxing half day but I should know better than to expect those to come to fruition anymore. But things got done and our house is becoming more like a home with every small item checked off the to-do list.

Donuts, Presents, and Dinner

Following my morning visit and photo session with my son, it was a rush to get to the office for a day full of internal meetings and conference calls. My calendar is full of such calls and meetings for the next week and a half due to the usual end of the year chaos and also the additional logistics required by account transitions. While I usually head into these meetings a little sluggish, the morning memories carried through and brought a different light to my day.

However, I had to make a quick stop along the way to pick up a “holiday treat” for the office so off to Wegmans for a box of donuts. With the detour behind me I got back on the road and made it to work just in time for my first meeting. Of course, now I had another errand that needed to get done but with little time to do it… I still had to pick up a “Secret Santa” gift which I needed to have in hand by the end of the day.

A few meetings into the day and I now found myself in the middle of the afternoon without a gift in hand and still a few other errands that needed to be taken care of since I was not going to get back to the apartment until late that evening. And then I thought of a gift that was both thoughtful and something that I could take care of in a few minutes. So I made the long trek to the internet and found exactly what I was looking for… a digital gift card to BedandBreakfast.com.

One item off the list and a couple more to go so I did something that I really hate to do during the week… I stepped out of the office. I was only going a few blocks away to the bank and Home Depot but it is still not something I enjoy as there are a bunch of other things that need to be taken care of at my desk. Thirty minutes later with a new debit card and a back seat full of packing boxes, I got back to the office with enough time to knock out a few items before my next marathon meeting.

By the time that we all walked out of the conference room nearly everything was checked off my list for the day with a few things added for Monday morning (I had to take Friday off). It seemed as though we were all relatively in sync as late in the afternoon, we all gathered around a table and signed our names to the holiday cards that would be going out the following week. 400 scribble signatures later and it was nearly time to head to dinner.

We all met down the road at Bar Louie for a company dinner and party. With drinks in hand and appetizers on the way, we all took turns revealing the name we pulled from the box and exchanging gifts. As it turns out the person whom I had gotten a gift also pulled my name and we both purchased perfect gifts for one another. She was excited to have an excuse to get away and I was happy to have a Phillies outfit for my son!

Everyone was happy with what they received and we all had a good time chatting and relaxing around the dinner table not thinking or talking about work. It was a great night that seemed to fly by and a good way to bookend a day that began with me being able to see my son again. However, this was just the beginning of a long night and a tiring weekend…

Penny For Your Thoughts

It was classification talk time this week at the Rotary Club of Bala Cynwyd – Narberth as we learned a little bit more about our newest member, and our new Vice President, Penny Hughes. Penny is thriving in her second career as a banker at Bryn Mawr Trust and after opening a new branch in Bala Cynywd she made her way to our club earlier this year. Transitioning from hair stylist to banker is not a scenario that you hear often but, having known Penny for some time now, it makes perfect sense.

Bryn Mawr Trust is a bank that I know well as I grew up in Bryn Mawr just down the street from the bank’s original location (still  there today). My family has been at that bank for decades and I plan on transitioning my accounts over there at some point in the near future. I consider the current location of my accounts as the consequence of youthful naivety.

Penny, who serves as Branch Manager and Vice President at the Bank, is the embodiment of why I plan on moving my finances to that institution. It is the personal attention, intelligence, and a common sense approach that is unparalleled in a national institution setting. Anything and everything can be handled through the various departments at the bank in the same manner whether it is a simple banking need, loans/mortgages, investments, insurance, and various other needs.

Penny’s journey at Bryn Mawr Trust is one that is fueled by her intelligence, people person personality, hard work, and inspired by her philosophy on life passed down from her Grandmother. Working her way up from a part time teller to a VP and Branch Manager, Penny is the embodiment of the American Dream and she is proof that even if you do something for 20+ years doesn’t mean you can’t change and be successful in a completely different line of work. And now, of course, that transition has brought her to Rotary.

Penny’s exemplary attributes are why we have decided to appoint her as our club’s Vice President. I look forward to working with her in the years ahead as I know she will bring the same fervor and love of people and service to Rotary as she does to her job. As a small club we have to watch every penny and now we can watch what great things can be accomplished by one Penny in particular.