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.