These days, customer service is never that great. If you call your bank, you talk to a robot for a long time pressing three because your credit card has been turned off and then two because you did not pay your bill and then four because of some other reason. They are there to give you the run around and then put you on hold to talk to someone in India who you can’t even understand.
Most Notaries as a lot better than that. But, how many customers could claim that they had a seamless experience with your notary service? What are the components of a seamless experience?
1. The initial phone call
Good: You said, “Hi, this is Marcy” instead of “Hello.” You were polite, friendly and answered all of the questions the way they were asked without trying to boast.
Bad: You didn’t answer the phone the first time. The second time there was a baby screaming in the background. You answered saying, “Hello” instead of stating your name. You answered all of the questions in a round about way while rolling your eyes.
Also read: Answering questions the way they were asked:
Good: You asked for a reasonable rate — not too expensive and not too cheap, just right. You based your rate on time and distance and explained your rates fully including any potential extra charges.
Bad: You asked for too much money and complained about how there might be fax backs or other snags.
You confirmed the signing an hour or two before you were due to let them know you were coming and to make sure they were going to be there.
You dress professionally. Business casual is fine: Formal shoes, long pants, tie optional, dress jacket a plus. Your hair should look good, your tattoo of skeletons should be hidden, and you should smell good.
You arrive on time, park on the road (not the driveway) and announce yourself at the door? You find a nice place for you all to sit down and put the documents nicely on the table. You explain how the signing process is going to be managed and then you start signing.
You answer all questions about the documents that you are legally allowed to and refer all other questions to the Lender whose phone number is in your list of phone numbers which includes Title, The Lender, The Signing Company, etc. You don’t talk about politics, religion, or make inappropriate jokes or statements at the signing. You could also offer to answer any Notary questions or do an extra notarization at no cost just to be nice.
You confirm with the Lender or whomever hired you that the signing is done. You deliver the documents to a staffed Fedex or UPS station and drop them off as promptly as possible. If allowed, you might consider getting the signer’s email address so you can email them an invitation to write you a review.
A seamless experience means that it was good from start to finish with no problems, snags or headaches in the process. Most Notaries are not perfect. So, if you can provide the perfect service almost every time, you might get lots of reviews.>