Notary signing agents never know what to expect when arriving at a signing. We regularly deal with widely varying moods, personalities and demeanors of signers. Over the years, I’ve learned how flexibility, a positive attitude and good communication skills can greatly affect the psychology of the signing table.
While each signer is different, here are a number of common personalities and circumstances I’ve encountered:
- The talkative signer: Someone who won’t focus on the closing or anything you point out because they want to talk, and talk, and talk.
- The nervous signer: A person, or couple, who is unsure and nervous about the signing process. Maybe they are buying their first home, refinancing for the first time, or simply unfamiliar and overwhelmed with the amount of paperwork.
- The rude signer: It doesn’t matter what you do, this person is just not nice.
- The reader: This person insists on reading every line in every document. One time, I had a “reader” who used a magnifying glass to make sure he didn’t miss anything. Needless to say the signing took a very long time to complete.
- The frustrated signer: Someone who is fed up because they do not believe they have received enough communication and information during the borrowing process, so they take out their frustrations on you.
In general, the closing process often is confusing because it’s primarily all done over the phone and online. Signers often are not told of important details ahead of time. Because NSAs often have the only face-to-face meeting with borrowers, we need to be prepared for anything. To ensure that the signing goes smoothly and all parties are satisfied, here are a few things to keep in mind:
Flexibility
It really helps to just go with the flow and adjust to the signer’s expectations as needed. Sometimes signers want to sign very quickly and be done. Other times you walk into a disaster that takes 2+ hours. Or maybe you show up to a scheduled signing and they are just finishing up dinner and still clearing things off the table. In this busy, crazy industry, being rigid and inflexible is a recipe for failure. Being flexible and adapting to the signer’s needs and expectations will help keep everyone happy and make your life a lot easier.
Positive Attitude
A positive attitude is essential, no matter how bad things get. If you respond in kind to a testy or angry signer, it will only make matters worse. If you stay positive and professional, that will help defuse any tension. Signers will pick up on your demeanor so it’s best to be upbeat and pleasant because this will help lift everyone’s attitude and, hopefully, make the signing more pleasant.
Good Communication
Good communication goes a long way toward preventing problem. Always call the signer to confirm your appointment and introduce yourself. If you’re running late, be sure to call the signer, let them know, and apologize for the delay; most likely they will be understanding and appreciate your call. Honest timely communication with the signer will help ensure the signing goes smoothly.
Signers may yell at you, ask you personal questions, or have their pets jump all over you, but you must do your best to keep focused on the job at hand to ensure the signing is completed accurately.
As Notaries, we meet all types of people and handle many situations. Whether you are handling a loan closing or a general Notary job, keep in mind that most people don’t deal with legal documents on a daily basis. It’s our job to make the signer feel comfortable and confident in our ability to get their documents signed and notarized properly.
Amanda Doumanian Reeves has worked as a mobile Notary in Tallahassee, Florida, for five years and helps run a thriving business, A Notary on the Go, with her family.