Mastering Client Communication: How Notaries Can Build Stronger Relationships and Win More Business

Introduction

Notaries often think their job is just about stamping documents and verifying identities, but the truth is—strong communication skills can set you apart and land you more repeat clients.

Title companies, attorneys, and loan officers want notaries who are proactive, responsive, and easy to work with. If they have to chase you down for updates or you fail to keep them in the loop, they’ll move on to a notary who makes their life easier.

This article breaks down key communication strategies that will help you build trust, avoid misunderstandings, and ensure every transaction runs smoothly.

1. Confirm Appointments Like a Pro

💡 Why It Matters: Clients need to know their closing is locked in. If they have doubts about your reliability, they may find another notary last minute.

✅ Best Practice:

• Call or text the signer at least 24 hours before the appointment to confirm the time, location, and any required documents.

• If they don’t answer, follow up via email or another call later that day.

• Example Message:
  "Hi [Signer’s Name], this is [Your Name], your notary for tomorrow’s closing at 3 PM. Just confirming we’re all set! Please have a valid ID ready, and let me know if you have any questions. See you soon!"

🚀 Pro Tip: If the signer mentions a concern (e.g., needing to reschedule), notify the hiring company immediately.

2. Set Expectations Before the Signing

💡 Why It Matters: Many signers have never been through a closing before. If they’re confused or anxious, the process takes longer and can cause unnecessary stress.

✅ Best Practice:

• Briefly explain the process upfront.

• Example Explanation:
  "We’ll go through each document together. My job is to verify your identity and ensure everything is signed correctly. “

🚀 Pro Tip: If the signer asks about interest rates, fees, or loan details, direct them to the Closing Disclosure or Note instead of saying, "I don’t know."

3. Keep Clients Updated on Signing Progress

💡 Why It Matters: Clients hate being left in the dark. A quick update can build trust and make you their go-to notary for future signings.

✅ Best Practice:

• After confirming the appointment, send a short update to the hiring company.
  "Appointment confirmed with signer for 3 PM tomorrow. All set!"

• After completing the signing, send another update immediately.
  "Signing complete. Scans will be uploaded in the next 30 minutes!"

🚀 Pro Tip: If unexpected issues arise (like a late signer or missing documents), don’t wait—call the hiring company ASAP. They’d rather know upfront than find out hours later.

4. Be Quick & Clear with Scanbacks & Shipping

💡 Why It Matters: Many lenders won’t fund a loan until scans are received. If you delay, you’re delaying everyone’s paycheck.

✅ Best Practice:

• Upload scanbacks within 1 hour of completing the signing (or faster if required).

• Send a shipping confirmation once docs are dropped off.
  "Docs shipped via FedEx, tracking #123456. ETA: Tomorrow by 10:30 AM."

🚀 Pro Tip: If your schedule is packed, invest in a mobile scanner so you can upload scans immediately after the signing.

5. Handle Mistakes Professionally

💡 Why It Matters: Mistakes happen—but how you handle them determines whether a client will ever use you again.

✅ Best Practice:

• If a mistake happens, own it immediately.
  "I just reviewed the scanbacks and noticed I missed a signature on the Mortgage. I’m heading back to the signer now to correct it. Updated scan coming soon."

• NEVER get defensive or blame others—it only makes things worse.

🚀 Pro Tip: Clients appreciate fast solutions more than excuses. If you fix the issue before they even notice, they’ll see you as a pro.

6. Know When to Be Proactive vs. Reactive

💡 Why It Matters: Clients love notaries who anticipate problems and prevent them before they happen.

✅ Examples of Proactive vs. Reactive Behavior:

SituationReactive NotaryProactive NotaryNotary sees the ID name doesn’t match the loan docsWaits until the appointment to address it, causing delaysCalls the hiring company in advance to confirm if a name variation form is neededSigner doesn’t show up on timeWaits in silence, hoping they show upCalls the signer and updates the hiring companyScans take too longUploads them hours later with no explanationSends a quick message: "Scans delayed due to a slow connection—uploading within 30 minutes."

🚀 Pro Tip: Being one step ahead earns trust and keeps clients coming back.

7. Follow Up & Strengthen Relationships

💡 Why It Matters: The best notaries build long-term partnerships, not just one-time transactions.

✅ Best Practice:

• Send a thank-you message after a smooth signing.
  "Thanks for trusting me with today’s signing! Let me know if I can assist with future closings."

• Check in with past clients periodically.
  "Hey [Client’s Name], hope all is well! Just wanted to see if you needed any mobile or RON notary support this week."

🚀 Pro Tip: Don’t assume clients remember you. Staying in touch keeps you top of mind for their next signing.

Final Thoughts: Great Communication = More Business

Notaries who communicate clearly and professionally get more repeat business, better client relationships, and fewer issues.

✅ Top 3 Takeaways:
1️⃣ Confirm & set expectations upfront to avoid confusion.
2️⃣ Keep clients updated at every step (before, during, and after the signing).
3️⃣ Be proactive, not reactive—anticipate problems and provide solutions fast.

💡 Action Step: Try just one of these strategies today and watch how much smoother your signings become!