Handling a Difficult Notary Situation – Part 2

What began as a routine notary service evolved into a complex and emotionally charged situation involving family conflict, miscommunication, and false accusations. After holding a vehicle title for nearly two months, the notary discovered their stamp had been partially defaced. The title had to be reprocessed, which required additional documentation from the vehicle seller—specifically, a death certificate for the co-owner, who had passed away.

While the seller (the father) was respectful and cooperative, his daughter became increasingly aggressive. She made multiple disrespectful phone calls, sent late-night emails, and posted public accusations—most notably claiming she had paid the notary $175–$200. In reality, no funds were exchanged between them; the notary had been hired by a third party. Despite this, the daughter repeatedly insisted on false claims and even threatened to report the notary to the state.

Throughout the ordeal, the notary remained professional, maintained boundaries, and only engaged through appropriate communication channels. They clarified their role, assisted the father with PennDOT requirements, and went above and beyond by mailing the documents personally. Once the father understood the full situation, he apologized and promised to handle the matter with his daughter. No further communication was received from her.

This experience serves as a reminder of how crucial communication and professionalism are, especially when dealing with family dynamics and misinformation.

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Three Tips for Notaries Dealing with Difficult Clients

1. Remain Calm and Stand Your Ground:
   If you’ve followed all legal and ethical procedures, don’t allow clients to intimidate or disrespect you. Stay professional and firm, and don’t hesitate to end abusive communication.

2. Clarify Your Role Clearly:
   Notaries are not responsible for actions or paperwork that fall outside their legal duties. When misunderstandings arise, politely explain your limitations and direct them to the appropriate party.

3. Keep Records and Know When to Escalate:
   Document all interactions, especially when false accusations or threats are made. If harassment continues, report it to your state commission or legal authority to protect your reputation and license.

Handling Difficult Customers as a Notary Public:

Real Life:Real Situations

As a notary public, life isn't always "peaches and cream," as the saying goes. Sometimes, we encounter difficult or disgruntled customers, and occasionally, we must address misunderstandings or correct errors. How do we manage disrespectful clients when a simple conversation could clarify our role? In this post, I'll share a personal experience and offer tips for handling such situations professionally.

A Real-Life Example: The Vehicle Title Misunderstanding

In one instance, I notarized a vehicle title transfer between a father and daughter. For context, the role of a mobile notary in this scenario is straightforward: we record the buyer's name and the vehicle's mileage, administer the oath, notarize the document with our stamp, and return the title to the clients. Importantly, we do not retain the title or mail it to the Department of Motor Vehicles (DMV) on behalf of the clients—that responsibility lies with them.

After notarizing the title and handing it back to the father and daughter, I assumed the transaction was complete. However, about six to eight weeks later, I received an email from the daughter's husband, who was not present during the notarization. He was upset and demanded to know, "Where is the title?" Surprised, I called him immediately and explained that I had left the title with his wife and her father, as per standard procedure.

It turned out the family had not mailed the title to the DMV, which caused the confusion. My response was clear: "The title is in your possession." This experience highlighted a common issue—clients misunderstanding the notary's role—and underscored the importance of clear communication.

Tips for Handling Difficult Customers

Based on this experience and others, here are some strategies for managing challenging situations as a notary public:

1. Clarify Your Role Upfront: Before notarizing, explain your responsibilities clearly. For example, I now emphasize to clients that they must submit the notarized title to the DMV themselves. This sets expectations and reduces misunderstandings.

2. Stay Calm and Professional: When faced with a disgruntled client, remain calm and empathetic. Acknowledge their frustration, but firmly restate your role and the facts. In my case, a polite phone call helped de-escalate the situation.

3. Document Everything: Keep detailed records of each notarization, including the date, time, and what was discussed. This can protect you if a client later disputes the transaction.

4. Follow Up if Needed: If you sense confusion during the notarization, consider sending a follow-up email summarizing the process and next steps (e.g., "Please remember to mail the title to the DMV"). This reinforces your instructions and shows diligence.

5. Know When to Disengage: If a client becomes disrespectful or unreasonable, politely stand your ground. You are not obligated to tolerate abusive behavior. In extreme cases, you may need to end the interaction while maintaining professionalism.

Final Thoughts

Being a notary public is rewarding, but it comes with challenges. Difficult customers are part of the job, but with clear communication, professionalism, and proper documentation, you can navigate these situations effectively. My experience with the vehicle title misunderstanding taught me the value of proactive clarification and staying composed under pressure. By setting clear expectations and handling disputes calmly, you can maintain your reputation and keep transactions smooth.