It reminded me that I have always used scripts. I don’t know a professional who hasn’t developed a script that you can eventually say in your sleep for major portions of your presentations. The trick is to adapt and adjust the script ever so slightly for the unique characteristics of the transaction. You’ve also got to say the words in such a way that your customer doesn’t know that you’ve said these words this way fifteen thousand times.
So, thank you, Russell Shaw, for reminding us that basic salesmanship and all good communication with consumers involve the use of a script of some kind. [BTW - I like your post on listing. My mother is a retired broker and she was a listing dynamo.]
Alright….why am I talking about scripts when I know all you want to do is talk about Zillow? Well, I’m jealous. I’d like to be a lender today and try Zillow. I think it’s a great idea but all I’ve got on my fun new stuff to talk about plate is RESPA. So hear ye hear ye, the closing script is NO BIG DEAL. Quit trying to make something out of nothing, RESPRO et al., all of you attorney types who want us to believe the script will add cost and time to closings. That’ s a bunch of hooey.
Any closer who tells you they aren’t already using their own personally developed script is lying. All HUD is doing is creating a uniform script so everyone, lenders included, agree that the words at closing are truthful, complete, and correct.
OK….now y’all can get back to Zillow buzz……… 
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Gina thanks for the post. it is always good to read yoru post, scripts are great and they really do keep you on track but just like you mentioned you need to adapt to the script and the cituation, however when it comes to the closed and HUD aslong as we say whant we mean and do not try to mislead that is the most important.