If you are new to being a notary or have been at it for a little while, screening your clients to prepare for your appointments might seem like a foreign idea. However, the screening process during that call will make you and the client more prepared for the appointment, ensuring a smooth and easy transaction. The Law Society of New Brunswick published a paper about just this topic titled “Reasons for Screening and Things to Look For In Screening Clients and Cases.” As a notary, you and I aren’t attorneys, but the ideas are the same. 

The other reason screening your clients is important is that it gives you all the information you need to offer a correct service quote. I can’t tell you how many times I have arrived at an appointment, and when I didn’t screen the client, they were surprised and refused to pay my fee. Having this conversation with your client will eliminate surprises and prepare them to pay you how much and exactly how you prefer to receive payment. 

So, you’re probably wondering what the screening questions should be. You could ask many questions, some that you will create for yourself and your situation.  Let's look at some examples. 

First- and probably the most important is the where, the when, the what, and the who of your appointment.

These questions will answer your first question about availability. If the client's preferred date and appointment time don’t align with your availability, it will immediately shift the conversation. Perhaps the signer/client is willing to change the time or date. Either way, getting too far into the conversation without this information could waste their time and yours. 

The “WHERE” question regarding the client is also important. If they want to meet at their home, you might have a simple travel fee to quote. What if it's in a nursing home, hospital, or county jail? The Where question will lead to other important questions that may not apply to all appointments. Example:

Where:

Follow Up ?’s:  What facility?  

Does that facility have an ombudsman?

Is the signer coherent? 

Can the signer hold a pen? 

Can the singer sign their name? 

Does the signer have a current and valid id?

Do you see how the answer to one of the questions will undoubtedly lead to more screening questions?

A few other questions you should ask in preparation for your appointment include:

• Do signers have valid and current identification

• Do the client or signers have the documents in hand that need to be notarized?  This is an important question as the public often thinks that Notaries will provide documents as well, which, legally, we are prevented from doing. 

Because, as notaries, we very often have a diverse number of services we offer, having screening questions for each specialty is also important. What must you know to provide a quote and confirm an appointment in your schedule? 

Screening your clients is important; more than that, it presents you as an authority in this industry. When you start asking questions about a document you are accustomed to signing, like a Power of Attorney. You would ask: does the document require witnesses and a notary, or just a notary,  or just a witness? Most signers won’t know to look for that information, and by asking the question, you are educating them and presenting yourself as the expert. Which you are. 

When you screen your clients, you're also doing yourself a favor by eliminating surprises at your appointment. For example, if you are afraid of dogs, that should be a question you ask the signer. Do they require you to wear a mask? You can’t know unless you ask. Fully understanding what they need notarized empowers you to prepare for the appointment appropriately. 

Wouldn’t it be wonderful if there was a document that would guide you through the process of asking these screening questions? Well, I am excited to tell you there is such a product. Kim Flanagan of Notary Allies has created a client screening form that will work for you. Yup! She has you covered. She also offers a subscription service, so you never run out of screening questions. Check that product out here. 

I hope I have enlightened you about the value of having screening questions for your clients. Questions you ask on repeat and some that go past the basics. Knowing as much as possible about the appointment will make it a smooth and easy signing for you and the client. 

I would love to hear some of your favorite screening questions from you. Or is this the first time you’ve considered screening your clients? Let me know in the comments. 

Until Next Time- Get your screening on!

Jennifer K Cooper

JKC Mobile Notary