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July 9, 2018

How do you handle these phone situations?

Filed under: Etiquette — admin @ 9:43 am

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Notary Situations

and how to handle them.
Notaries should know how to handle these situations, because you can lose clients very easily. Clients do not want to know about your problems or your family. They want you to get a job done professionally. Here are some scenarios Notaries typically screw up.

Screaming kids in the background
You might be used to your kids, but your clients do not want to hear them in the background. If your kids are screaming, train them to be very quiet when you answer the phone or leave the room if they can’t control themselves.

Relatives answering the phone
When you use the, “Hullo???” method of answering the phone, it is impossible to know if you are talking to the correct person. This is unprofessional and makes a horrible impression. Of the Notaries who have lasted on 123notary for ten or more years, very few say hello. The ones who say hello are not professional and generally do not last more than a few years. Everyone who answers your phone has to announce themselves, otherwise get a mobile phone that only you answer. If your three year old answer the phone, this is very unprofessional, however, if they say, “Rutherford residence, this is Brandon” then it becomes more tolerable.

Answering the phone with an alias
If you answer the phone, “Hi, this is Kathy” but your 123notary profile says Andrea and the person says, “May I speak to Andrea.” and you say, “This is her.” This creates a very annoying confusion. The point of having a name is so people know who you are and what to call you. If there are twelve people named John in one home room class at school it becomes confusing. And if you have multiple names that you go by that is confusing. Stick to one name or use an AKA when you answer the phone. “Hi, this is Kathy AKA Andrea.” That way no more confusion.

Answering the phone at a restaurant
If you answer the phone while at a noisy restaurant, it is best if you are able to step out within seconds of answering the call. The first thing you must do upon answering is say, “I am at a busy restaurant and I apologize for the noise. I can step out if you need to talk to me.” If you don’t keep in mind that nobody wants to hear the background noise and have you continually saying, “what, what what?” every time they ask you something, then be considerate and professional and either don’t answer the call, or step out quickly upon answering. Or text the caller and let them know your situation.

Having a bad phone
If you have a bad phone with bad reception, don’t keep making the other person repeat themselves and then yell at them telling them they are breaking up. That is unprofessional and rude. It is YOU that have the bad phone and it is YOU who is breaking up, not the caller. So, invest in a better phone with better reception otherwise you will lose a lot of clients and will have nobody to blame except yourself.

In a signing
Don’t answer the phone only to tell the other person you can’t talk. That is just plain rude. If you can’t talk, don’t answer. If you do answer, give the other party 90 seconds before you get short with them — hear them out, and be considerate. After the clock strikes a minute and a half, then let them ,know that you cannot talk any more because you are at a signing.

Between signings
If you just got out of a signing, are between signings or are on your way to a signing and refuse to talk to someone, that is rude. If you are at a signing, there is a reason not to talk long. But, if you are between signings and someone calls about business and you tell them you are busy — then, they will have to call you back, but they will reach you at another signing when they call back. If you are impossible about talking to people you will lose half your business.

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You might also like:

Notary Marketing 102: Phone & Communication Etiquette
http://blog.123notary.com/?p=19764

But, I’m not comfortable answering questions over the phone!
http://blog.123notary.com/?p=19646

How do you negotiate fees correctly over the phone?
http://blog.123notary.com/?p=16757

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