Most Notaries complain that they don’t get enough work. Others complain that they get too much work, but not enough of the good work. Life is like this. But, by providing super customer service, you will get more repeat clients and that is one of the most potent secrets to success. Here are some customer service tips for Notaries.

1. Answer questions the way they were asked
Don’t talk too much or give answers that beat around the bush or go on tangents. Pleasantly stick to the facts and answer the question.

2. Answer the phone stating your name
Don’t say, “Hello.” Let the world know who you are. After all, what if they think they dialed incorrectly? Also, they will feel that you are more professional if you do.

3. Avoid background noise during calls.
Apologize if you are in a noisy place and try to go to a quiet place. Make sure your radio, television, and children are “off” before you pick up the phone, otherwise excuse yourself. Most children’s mouths come with an off switch, it’s doesn’t always function though.

4. Be on time
Commentary: arrive slightly early and wait.

5. Confirm the signing and ask a long list of pertinent questions.
That way your signing will go smoothly.

6. Dress nicely
People are shallow and judge you based on how you dress. I’m not like that, but then you should see how I dress. I judge you on what you know, how cooperative you are, and if you are reliable. Your nice clothes are the icing on the cake if you have the other qualifications. Business casual is recommended for all three genders. There are three now, right?

7. Don’t discuss politics or religion
I know, in 2020 that is easier said than done. Our whole existences are controlled by our fascist governors who won’t even let us have Thanksgiving the way we want. Next thing you know they will say, “No cranberry sauce by decree of the emperor!!!” As a general rule, be polite and don’t upset anyone in any way.

8. Park where they want you to park, or park in the street if possible.

9. Introduce yourself at the door and briefly explain your function. Then find a nice table to sign on. Let them choose where to sign, but you do need a flat surface.

10. Explain, but not too much
If you are trained in introducing the documents, if your state allows that, then do it. But, don’t explain the legal meanings of the documents otherwise you are playing Mortgage broker or Attorney. Vague descriptions of what the documents are about is okay, and where critical information is works. Explaining the terms of the loan is not a good idea.

11. Ask them if they have any other questions
Some people have notary questions or spiritual questions. You might be seen as helpful if you help them with those. For spiritual questions, my suggestion for a canned answer would be to give them a serious and caring look and say, “Stay centered.”

12. You can ask them if they have anything else that needs to be notarized.
It doesn’t offer to do more at no extra cost. That increases your chance of getting a valuable review exponentially.

13. Some small talk is good
Small talk is very cultural. Americans seem to like it while Germans and Koreans seem to not like it. Africans like small talk, big talk or any kind of talk and tend to be more sociable than the rest of us. My analysis is that the less a culture engages in talking, the more successful they are. But, you will be seen as nice if you make just the right amount of small talk without getting into any uncomfortable issues, such as how you like Gretchen Witmer’s (D Michigan) new haircut or policy as to whether or not humans should be allowed to leave their house.

14. After you are done
Let them know you will drop the FedEx right away, and then do that. They want to know their documents are in good hands.

15. If there is a problem
Make sure you have all the contact numbers of the Lenders, Brokers, Title people, etc. You might need to call them to resolve some issues. Being prepared and helpful wins the game.

16. Resolve all issues with animals beforehand
If you have issues with cats, dogs, gerbils, oxen, etc., let them know before the signing so they can put them behind a locked door that doesn’t open on its own, hence the term locked.

17. Don’t show them your gun or pepper spray

18. Notary humor sometimes works
You can tell them about the notary who was asked to notarize a mannequin. But, the notary who was dragged into a bedroom by the hot female signer… save that one for a signer you know a little better. The joke about how many notaries you need to screw in a lightbulb is generally safe.

One out of seven seasoned Notaries I talked to has ended up in court at least once. Generally this happens because of something outside of the Notary’s control. Fraud, theft, or someone taking advantage of a confused elder are the main reasons for court cases.

Notaries who have never been to court think it will never happen to them. It is like car accidents. Bad ones do not happen much, but when they do, if you are not wearing a seatbelt and/or don’t have good airbags, you might be in big trouble. Just because it hasn’t happened yet, doesn’t mean it won’t happen tomorrow, or in twenty years. So, take precautions. Think of these as wearing a facemask if that makes it more relatable.

If a signer is senile, elderly, in a hospital or nursing home, make sure you can identify they correctly and that they can explain to you what they are signing. Don’t ask yes or no questions as they will say yes to anything and are probably on morphine and not all there. If they go over the document point by point, then they know what they are signing today. They might not remember a year from now though, and that is dangerous for you if it goes to court.

Your journal is your only evidence, so if you say, “My state doesn’t require a journal” you are a fool. The state might not require it, but a judge or investigator needs the journal as that is your only evidence of what actually happened.

PRECAUTIONS
1. Make sure the name on the ID proves the name on the document. Don’t use the “you can have more but not less” rule, because notaries always forget which document you can have more on – the ID or the document. So, remember my rule. “The name on the ID must prove the name on the document.” The ID name can be matching but longer, or matching and identical to prove the name.

2. Take a thumbprint unless your state forbids it. I personally might take a thumbprint anyway in Texas because the state forbids selling or distributing that information and not taking it — and that is your only hard evidence of the identity of the signer. Fake ID’s abound, but fake thumbprints do not.

3. In the “Additional Notes” section of your journal write down about the situation, the mental state of the signer, who else is there, and that the signer explained the document to you. This could save your rear if you go to court three years later because you will not remember what happened off the top of your head. Write down anything else noteworthy about the situation to job your memory when investigated.

4. Decline jobs that are too sketchy or if you are unsure that the signer knows what is going on.

5. Have the signer verify who the other people are with them if they are elderly. Sometimes they are not related and sometimes they are scamming the signer.

6. Make sure you know how to give Oaths correctly. You could lose your commission if a judge finds out otherwise.

SUMMARY
I was investigated 3 times, but had my paperwork and thumbprints in order. It took me minutes to query jobs done a year or so ago since I had a stack of journals all in chronological order. I always identified people correctly and took notes in my journal for credible witnesses and other pertinent facts. Be sure to do the same, or even more. If you do everything correctly, you still might end up in court, but it will be a shorter case as you have more compelling evidence as to what happened — especially the thumbprint which is your only hardcoded proof of identity.