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Every notarization calls for precision, patience and expert knowledge of Notary practices and procedures. But no amount of preparation can head off the moment a signing veers off script — a raised voice, an insult hurled your way, a signer who decides you’re personally responsible for someone else’s paperwork problem. What separates a good Notary from a great one is often what happens in the next thirty seconds.
We recently asked the NNA Community: How do you stay professional when a signing goes sideways? The responses poured in, and a good number of Notaries had fair questions of their own before answering. Here’s what the community had to say:
Marilyn Rose Renna has seen just about everything in her 30,000 closings, and she was quick to point out that “sideways” covers a lot of ground:
“Sideways can mean many things. I’ve done 30,000 closings and I have seen pretty much all of it. It depends on whether people are yelling, using hateful speech, expressing sadness, engaging in aggressive behavior, etc. Each calls for a different solution and there’s never been a time I couldn’t find one. Just be calm and kind and perhaps offer to reschedule if it’s out of control.”
Plenty of Notaries had a specific playbook ready to go. Gary Somenek heads off confusion before it starts with a script he recites at the top of every closing:
“At the beginning of the closing, I preface ‘I would like to define my role in this transaction. I am a third-party independent hired by title to complete this closing. On the title’s behalf, I am here to verify your government-issued ID to ensure you are who you say you are. On your behalf, I am here to summarize the documents you are signing. If it comes to the content of the documents, we have to contact the title as I have not reviewed these.’ This erases all doubts as to my role, and I have never been given a hard time.”
Cookeville Notary borrowed a mantra from an unexpected place: EMT school.
“Years ago in EMT school I learned one simple phrase: it’s not your emergency. No amount of paperwork I will ever see at a real estate signing will be life or death. If I don’t have the answer — meaning I can’t point to the specific language you’re looking for, not answering legal questions — I’ll find someone who can.”
Susie Conger keeps her defense literally in her pocket:
“I keep a copy of my state Notary guide and laws on my phone. If required, I look up and show the client the written law that I cannot break. Beyond that, none of it is on me, and they can communicate with the title or lender. I will simply report out in my journal and to the signing service. It is business, zero need for emotional escalation.”
Not every signing can be talked down with a script. Jennifer Dunger found herself on the receiving end of a rather creative insult while explaining state law:
“I recently had someone call me a ‘demon child’ at a signing while trying to tell them the state laws on notarizations regarding a POA and their spouse's mental capacity/ability to sign. I tried to remain respectful but also let them know I can walk away from this appointment at any time if I feel like I am being thoroughly disrespected. Of course, maintain professionalism, but don’t let someone disrespect you when you are providing a valuable service at the convenience of their home!”
Melissa Smith had a similar standoff, made worse by the person who was supposed to have her back:
“Be calm. I had a woman tell me to shut up. When the escrow officer told me to try to explain it to her, I was very upset because the officer should have defended me — I don’t care if she’s her customer or not. She ended up apologizing, but still.”
And then there’s Tara Broadway, whose idea of “sideways” involves an unpaid check and a very unwilling audience:
“Depends on why it's going sideways. I had a lady try to hold me hostage because I didn’t have a check for a sale of a house. She was on the phone telling whoever that she wanted her money NOW and wouldn’t let me leave. I was like, ‘Lady, I'm walking out no matter what.’ It was crazy.”
Plenty of you kept it short and to the point. A few of the best one-liners:
Picho Kin-Bayze: “It’s 15 minutes, muscle through it!”
Iron Crown Notary: “By not becoming emotional.”
Marisa Vigo: “You stick it out!”
Shai Evo: “Breathe, release, count to ten and proceed and/or politely end the visit and point them to the local clerk’s office. Protect your peace at all times.”
Editor’s note: Some responses have been lightly edited for grammar and clarity. Original posts can be found on the NNA’s question of the week thread.
Phillip Browne is the Vice President of Communications at the National Notary Association.