Client Communication 101: Setting Expectations from the Start

Corina Savoy
Apr 25
2 min read

As notaries, we often focus on the logistics—documents, stamps, identification—but one of the most important parts of our job is communication. Whether you’re brand new to the industry or have dozens of signings under your belt, the way you communicate with your clients can make or break their experience—and your reputation.

Here’s how to set the tone and expectations before the appointment even begins.

1. Confirm the Appointment with Clarity

Once a signing is scheduled, follow up with a clear confirmation. Include:

Date and time
Location (or if you’re mobile, clarify you’ll be traveling to them)
Any documents they need to bring
ID requirements
Payment info (if applicable)

A simple confirmation call, text, or email gives clients peace of mind—and cuts down on no-shows and last-minute surprises.

2. Educate Without Overwhelming

Many clients don’t fully understand what a notary does—or doesn’t do. Use plain language to explain your role:

“Just a reminder: I’ll be verifying your identity and witnessing the signatures. I won’t be able to give legal advice or explain the documents—just let me know if you have any questions before we begin.”

Setting these boundaries early prevents misunderstandings and protects your commission.

3. Be Punctual and Professional

Communication doesn’t stop once the appointment is set. If you’re running late or need to reschedule, notify your client immediately. A quick courtesy call shows you respect their time—and builds trust.

4. Use Friendly, Confident Language

Speak with a smile, even over the phone. Being approachable puts your clients at ease, especially if they’re nervous or unfamiliar with the notary process.

Phrases like:

“Happy to help!”
“Let’s make this easy.”
“I’ve got everything covered on my end.”

Using phrases such as that can go a long way in creating a great client experience.

5. End with Gratitude

After the appointment, thank your client—whether in person or with a quick follow-up message. A little appreciation goes a long way and encourages referrals and repeat business.

Final Thoughts

Clear, confident communication is the key to smoother signings, happier clients, and a stronger notary business. By setting expectations from the start, you’ll avoid confusion, earn trust, and create a more professional experience from start to finish.