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The best and worst customer service practices for Notaries and Signing Agents

Best and worst customer service practices for Notaries and Signing Agents

Notaries and Signing Agents play a vital role in ensuring the validity of documents and upholding legal compliance. Excellent customer service not only enhances client satisfaction but also builds a strong professional reputation.

Best practices
  • Punctuality and reliability: Arrive on time for every appointment, if not a few minutes early, and always provide timely updates to clients and signing services.
  • Professionalism and appearance: Present a professional image, dress appropriately, and maintain a courteous and respectful demeanor.
  • Clear and effective communication: Explain the notarization process and requirements clearly and concisely, avoiding legal jargon. Actively listen to client concerns and address questions thoughtfully and confidently.
  • Expertise and attention to detail: Be thoroughly knowledgeable about state laws, regulations, and notarial certificates. Carefully review documents to ensure accuracy and prevent errors.
  • Proactive problem-solving: If mistakes occur, take a proactive approach to fix them, says David Krause of Expert Notary Services in Seattle, Washington, rather than ignoring them or expecting others to resolve them.
  • Setting clear expectations: Communicate upfront about fees, required documents, and the notary's role and limitations.
  • Empathy and patience: Recognize that clients may be stressed or anxious and strive to create a comfortable and reassuring environment.
  • Following up: Send a thank-you note or message after the notarization to express appreciation and encourage future business or referrals.
  • Handling difficult clients with diplomacy: Remain calm and professional, avoid getting defensive, acknowledge their frustration without agreeing to unreasonable demands, and firmly but respectfully reiterate legal requirements.
Worst practices
  • Lateness and poor communication about delays: Arriving late without notice or leaving clients waiting without updates is unacceptable.
  • Lack of preparedness: Showing up unprepared or unfamiliar with the documents or requirements reflects poorly on the notary.
  • Rudeness or unprofessionalism: Engaging in negative behavior, says David Green of Gettysburg, Pennsylvania, complaining about assignments, criticizing competitors, or engaging in inappropriate conversations damages a notary's reputation.
  • Inaccurate or incomplete notarizations: Failing to properly identify signers, leaving blank spaces in documents, or neglecting to follow state regulations are serious errors.
  • Failure to follow instructions: Disregarding specific instructions from clients or signing services can lead to legal complications or invalid documents.
  • Providing unauthorized legal advice: Notaries are not licensed attorneys and should never offer legal advice or explain the content of documents. Questions regarding the document's contents should be directed to the relevant legal or financial professional.
  • Ignoring or mishandling feedback: Failing to acknowledge feedback or make improvements based on constructive criticism can hinder growth.
  • Not being reachable after the signing: Being unavailable after a signing, especially during the critical 72-96 business hours for handling potential follow-up questions or errors, can be incredibly detrimental and result in negative reviews, according to 123notary.com.
  • Neglecting privacy and confidentiality: Sharing client information or allowing unauthorized individuals access to sensitive documents is a serious breach of privacy and a bad habit to avoid, says the National Notary Association.
By adhering to these best practices and avoiding the pitfalls of poor customer service, Notaries and Signing Agents can build a successful and reputable business, ensuring client satisfaction and maintaining trust in the notarization process
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