Handling Difficult Customers as a Notary Public: Real Life:Real Situations

Part 3: Clarifying Expectations When Hired by a Third Party

One of the most important lessons I’ve learned as a notary public is this: when you're hired by a third party, always clarify what expectations have been set with the client.

In a recent experience, I was contracted by a company to notarize a vehicle title. However, it became clear that the client had not been properly informed about my role. A family member involved in the transaction believed I was responsible for submitting the title to PennDOT, even though the title was in her possession and that responsibility belonged to her.

Despite my clear explanation that I was only there to notarize the title and administer the oath, she insisted it was my duty to send it in. This confusion led to a great deal of unnecessary conflict, and unfortunately, this individual became hostile and difficult to work with.

It’s important to clarify that not all vehicle title transactions require the notary to submit documents to PennDOT. The responsibility often depends on the type of transaction, the agreement between parties, and whether the notary has been asked—or paid—to provide that additional service. In this case, that was not part of my assignment.

This experience, while challenging, taught me the importance of setting expectations early and asking key questions before proceeding.

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Three Tips for Notaries Working with Third Parties

1. Clarify What Was Communicated to the Signer
   Before meeting with the client, ask the hiring party exactly what they told the signer. Miscommunication from the start can lead to frustration and damage your reputation if expectations are not aligned.

2. Clearly State Your Role When Scheduling
   Let the signer know upfront that your role is to notarize the document and administer the required oath—not to process or submit documents to government agencies like PennDOT, unless you’ve been specifically asked to do so.

3. Educate Without Engaging in Conflict
   When a client misunderstands your role, remain calm and professional. Politely explain your duties and refer them to the appropriate party or agency if needed. If necessary, encourage them to contact PennDOT directly for clarification.