I try my best to communicate with my customers, real estate agents, etc. Basically, anyone who is directly involved with the transaction. It's important to me that we are all on the same page. Therefore, I assume it's important to everyone else.
However, on rare occasions, something may get miscommunicated, forgotten, changed...etc. This is the exception, not the norm.
Because it does happen, I have a tiny, little habit. It's something I like to call Pre-close. "What is Pre-closing?", you ask. Let me explain it.
No more than 24 hours prior to a settlement, I call my customer to make sure that everything is fresh in their mind. I go over all the detais of the transaction. This includes, but not limited to, rate, term, payments, verify if there is an escrow account, time and place of settlement, prepayment penalty, etc. I even remind them to make sure they have photo ID. I then call the REALTORs, if applicable, and tell them that I just got off the phone with our customer and they know everything so tomorrow will be quick easy.
Fastforward to settlement. All involved parties are sitting around the table. The settlement agent begins to go over the documents, usually with the HUD. My customer looks at it shaking their heads in agreement. This is how it is throughout the entire settlement. You will even hear "Yep, that's what Ann told me". During one purchase settlement, the customer was telling the settlement agent what was on the note and not the other way around. Needless to say, the process is quick and painless. Everyone is happy and practically jumping for joy.
And to think, that's all it took. A little process that is part of my routine: Pre-close. Then there is no confusion, no fall out, and most importantly, no frowns.