The Art of Communication: How Notaries Can Build Stronger Client Relationships

Introduction

Being a notary signing agent is more than just stamping and signing documents. The best notaries know how to create a smooth experience for clients by communicating clearly, maintaining professionalism, and handling challenging situations with ease. Strong communication builds trust, keeps clients coming back, and makes transactions seamless.

In this article, we’ll explore how notaries can enhance their communication skills, handle difficult situations, and make every signing a stress-free experience for all parties involved.

1. Active Listening: The Key to a Smooth Signing

Many signers, especially first-time homebuyers or those refinancing their mortgage, are nervous. They may not understand the documents or feel overwhelmed by the process. As a notary, your ability to actively listen and reassure them is crucial.

Tips for Active Listening:
✅ Maintain eye contact to show attentiveness.
✅ Acknowledge their concerns with statements like, “I understand this can be a lot of paperwork.”
✅ Repeat back key points to confirm understanding.
✅ Keep a calm and composed tone, even if the signer seems anxious or frustrated.

💡 Example: If a signer says, “I don’t understand why I have to sign so many documents,” instead of saying, “That’s just how it is,” try:
🗣️ “I totally understand—it’s a lot! These documents ensure all the details of your loan are correct. If you have any concerns, I can guide you to where you can find answers.”

2. Setting Clear Expectations Upfront

A major source of frustration in signings comes from unexpected surprises. The best way to avoid issues is by setting expectations before the signing starts.

📌 What You Should Explain Before the Signing Begins:
✅ The estimated time the appointment will take.
✅ That you can’t provide legal advice but will direct them to the right resources.
✅ The importance of signing exactly as their name appears on the document.
✅ That mistakes happen, and if a correction is needed, you’ll work with them to fix it.

💡 Example: Instead of saying, “Sign your name here,” clarify:
🗣️ “Please sign exactly as your name appears on the document. If you usually use a middle initial but the document has your full name, sign with the full name.”

3. Handling Difficult Signers with Confidence

At some point, you’ll encounter a signer who is upset, impatient, or even combative. Knowing how to de-escalate situations while maintaining professionalism is a must.

🔥 Common Scenarios and How to Handle Them:

❌ Scenario: The signer is upset about a term in the loan document.
✅ Response: “I completely understand your concern. Unfortunately, I’m not able to change the terms, but I recommend calling your loan officer before signing to clarify any questions.”

❌ Scenario: A signer refuses to sign because they don’t trust the document.
✅ Response: “I want you to feel comfortable with everything you’re signing. If anything is unclear, I encourage you to reach out to your lender or title company before proceeding.”

4. Mastering Professionalism and Tone

Your tone of voice, facial expressions, and body language all play a role in how the signing experience unfolds.

✅ Do:
✔️ Speak clearly and confidently.
✔️ Maintain a friendly, yet professional demeanor.
✔️ Show patience—never rush the signer.

🚫 Avoid:
❌ Using negative language like, “I don’t know” (instead say, “Let me find that information for you”).
❌ Sounding annoyed or impatient when a signer asks multiple questions.
❌ Rolling your eyes or showing frustration if a mistake is made.

5. Following Up and Strengthening Relationships

If you want repeat business, follow-up communication is key. A simple thank-you text or email can leave a lasting impression.

📩 Example Follow-Up Message to a Title Company or Loan Officer:
🗣️ “Thank you for trusting me with today’s signing! Everything went smoothly, and the documents have been scanned and shipped. Let me know if you need anything else!”

Final Thoughts

Great notaries don’t just complete signings—they create an experience that makes clients want to work with them again. By actively listening, setting expectations, handling tough situations with confidence, maintaining professionalism, and following up, you’ll not only improve your signings but also build long-term relationships that lead to more business.

🛠 Action Step: For your next signing, try implementing at least one of these communication strategies and see how it improves your client interactions!