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January 4, 2011

How to handle rude clients

As notaries, your job is to make sure that documents get signed and returned to the correct party in a timely fashion. Getting documents signed is easy. It is dealing with difficult clients that is the hard part. So, what do you do when a client is rude?

You can politely apologize about whatever they are complaining about. You can try to refer them to the Lender or Title company if there is a problem with certain documents as well. The main thing is to assure them that you are “just the notary” and your job is to make sure the documents get signed. If there is a problem with the documents, please take that up with the party who is responsible for the error.

Or othertimes the rudeness will be completely unrelated to the documents. The borrowers might have a rude dog that goes yap yap yap, and growls at you right around your toes. This can be very disconcerting for those of us who are cat people and not dog people. Dog lovers don’t normally respect the fact that not everybody likes dogs. They can become very rude right away if you voice any dislike of their dog’s hostile behavior. I personally think that people who have viscious dogs were antagonistic dogs in their past lives and don’t realize how unpleasant dog behavior can be.

It is common for borrowers to be rude to other family members and to just make rude conversation to the notary. It is best to ignore this behavior. It is best to respond to rudeness with politeness.

The biggest mistake that notaries make is to reciprocate rudeness. This is where they get complaints. The borrower can be rude to them and get away with it, but if the notary is rude back, they get in trouble. It is the same with me. My clients are often rude to me and regard that is their inalienable right. But, if I throw it back in their face, then I am the bad guy! Then, there are notaries who are rude when writing commentary about signing companies on social media. Be careful — people are watching. There are a lot of signing companies who are fed up with rude notaries and will use any excuse to blacklist you!

Be a good Christian and turn the other cheek
If you are not Christian, then do as good Christians would do, and turn the other cheek
If the situation gets out of hand, it might be time to walk out on the signing and contact the signing company. We all have limits.
In short — turn the other cheek, but don’t get cruscified, otherwise people will say, “That Joe the Notary… he SIGNED for our sins: yes he did, yes he did, yes he did!


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