Complaint Handling Scripts
Complaint Handling Scripts for Notaries
In the notary world, a single missed signature or a late arrival to a closing can jeopardize a six-figure real estate deal. These scripts help you navigate high-pressure complaints while protecting your commission and maintaining your professional reputation during busy end-of-month surges.
Handling a Document Error Complaint
Use this when a title company or signer calls because a document was missed or a seal was faint.
I understand the urgency of getting this loan funded today. I am looking at my notes from our $150 signing right now to see where the discrepancy occurred. I will prioritize a re-visit to the signer immediately to correct the page and overnight it to the title office. I'll make sure this is resolved before the daily courier cutoff so there is no delay in your closing. I apologize for any stress this caused your team.
Tips for this scenario
- -Never admit legal liability for the loan's failure, only offer to fix the clerical notary act.
- -Check your state's notary handbook before agreeing to add a seal to a document you aren't physically present for.
Common Mistakes to Avoid
!Answering the phone while sitting at a signing table with another client.
!Trying to explain legal documents to an angry signer instead of calling the title company.
!Failing to confirm the total fee (travel + per signature) before driving to the location.
!Not carrying a backup notary stamp in case the primary one leaks or breaks during an appointment.
!Waiting until the end of the day to report a failed signing to the signing service.
