How to Elevate the Client Experience (Without Staying the Night)

Let’s zoom in on where we are in the client journey. You’ve been working hard on your online visibility and outreach, and it’s working. Someone called you, and yay, you answered. That’s already a huge win (don’t underestimate that simple act, it’s a dying art).

Then you did the thing. 

You asked smart questions. 

You were kind, confident, and helpful. 

You built rapport. 

You booked the appointment.

That’s step one of the Top of Mind Method: Solve Their Problem.

Now, we step firmly into the second phase: Masterfully Deliver Your Services.

Last week, we talked about the importance of training and specialization. If you’re still reading this newsletter, you’ve probably got that part handled. You’re not winging it anymore, you know your stuff. 

That’s table stakes, the cost of playing the game. 

But knowing how to notarize a document isn’t the same as delivering a memorable client experience. And here’s the reality of our industry- in most states, becoming a notary public is just too easy. It’s a very low bar of entry. Ten minutes and a few bucks, and you’re in. 

That’s why mediocrity has become the norm. But mediocre doesn’t last.

Clients may not know exactly what they expect from a notary, but they do expect more than being grunted at over a clipboard.

This is your chance to stand out.

The Four Elements of Elevating Your Client Experience

Here are four ways to elevate the client experience and make sure you’re remembered for all the right reasons:

1. Show Up Looking Like a Pro

Let’s start with the basics. Are you clean, fresh, and dressed professionally? And I don’t mean “fancy.” I mean, do you look like someone who takes their business seriously?

One of the best things I ever did was ditch the polos and start wearing the executive button-downs from Costco (yes, Costco. I was a walking billboard for them for a while). People started treating me differently. I didn’t change what I said, I just showed up looking like I owned the place. And some clients even assumed I did. “Are you the owner of the title company?” they’d ask. The energy in the room shifted. Suddenly, I wasn’t just a notary, I was a professional.

And branded apparel can be a huge plus too. It sends a signal: “This isn’t a side hustle. This is what I do.”

2. Be MacGyver-Level Prepared

If your idea of being prepared is tossing a stamp and a pen into your glove box… we need to talk.

My friend Kim Flanagan rolls up to appointments with what looks like a carry-on suitcase. And she jokes about it: “Don’t worry, I’m not staying the night.” But guess what? She has everything she needs to make the appointment smooth, efficient, and impressive.

You don’t need to go full rolling luggage, but you should have more than just the basics. Think about tools that elevate the experience:

• An eJournal like the one from Jurat, Inc. (faster, slicker, easier)

• Multiple pens in black and blue

• Thick pens for arthritic hands

• Readers for when they’ve misplaced theirs

• A signature guide for low vision clients

• Clipboards (yes, plural)

• A mobile scanner

• Printing options for last-minute needs

• And, of course, extra notarial certificates…just in case.

You want your clients to feel like, “Wow, they’ve thought of everything.” That’s how you get remembered.

3. Be Engaging AND Engaged

Don’t just walk in, grunt your name, and start stamping.

Smile. 

Introduce yourself. 

Make eye contact. 

Be warm. 

Be professional. 

You can do both.

Here’s where a lot of notaries miss the mark: they forget to be interesting. Sure, be interested in your client, but also bring you into the room. 

Share something. 

Talk about what you’re into. 

Mention the class you’re taking, or the art you’re making, or the road trip you just got back from. 

Let people connect with you.

You’d be amazed how often a little shared interest leads to a deeper connection. It’s how you go from being “the notary” to being someone they remember, and refer.

4. BOLO: Be On the Lookout

This one’s big.

Pay attention. Look for ways to bring more value to the transaction, or to the relationship.

Maybe they need that notarized document scanned and emailed. Maybe they’re overwhelmed and need it dropped off at FedEx. Maybe they mention needing a real estate agent or a great hair stylist or an estate planning attorney. You’ve got people, right? Be the connector.

Better yet, start thinking like a business owner, not just a technician. Do they need an apostille? Do they need a wedding officiant? Are they storing that trust in a safe place? Do they need a Legacy Vault?

People don’t want more vendors. They want fewer people they trust more. And if they trust you, they’ll buy from you, again and again.

But only if you’re paying attention.

This isn’t just about stamping documents. It’s about creating a client experience that feels different, better. 

More thoughtful. 

More personal. 

More human.

In a sea of mediocrity, being excellent is actually pretty simple:

1. Show up like a pro

2. Be prepared like MacGyver

3. Engage like a human

4. And stay alert for opportunities to serve more deeply

The best notaries aren’t just witnesses. They’re trusted guides, helpful humans, and, dare I say, friends.

Go be one.

Are you tired of spinning your wheels and chasing shiny objects? Building your business comes down to fundamentals. In High Performance Notary, we focus on those-Online visibility and reaching out to ideal clients that will hire you, or at least refer you, to people that need you. Then we blend the Top of Mind Method (Which you just read a little about) into your business so you get more repeat business. Simple, but not easy. We’ll help support you and hold you accountable. 

Learn more about High Performance Notary and Accountability here