Take Gentle Control of Client Calls

Watch the YouTube training on this topic here

For mobile notaries, the ringing phone is more than a convenience, it’s a lifeline. I like to say that every time the phone rings, your cash register dings.

In last week's edition of Notary Business Tips, I talked about how to answer the phone professionally. Now, let's get to the next phase of the phone call.

Each call represents an opportunity to connect with a client, offer guidance, and secure a new appointment. But here’s the challenge: many prospects aren’t sure what they need, how the process works, or even how to articulate their concerns. That’s where your ability to take gentle control comes into play.

What does that mean? It’s about leading the conversation with professionalism, empathy, and clarity, without overwhelming or alienating your client.

Let’s break down how to transform these calls into smooth, productive interactions.

Gentle Guidance

When a prospect calls, they’re often feeling one of two things: urgency or confusion. Your job is to acknowledge their situation, create a sense of calm, and guide the conversation toward resolution.

Here’s what that can look like:

• Acknowledge: Start by validating their effort to reach out. Something as simple as, “Thanks for calling! I’d love to help you with your notary needs,” sets a positive, welcoming tone.

• Reassure: Let them know they’re in good hands. Statements like, “You’ve called the right person. This is what I do every day,” build trust and show your expertise.

Take the Lead with Permission

Taking control of the call doesn’t mean dominating it. Instead, aim to guide the conversation while giving the client a sense of agency (ownership/control). One of the simplest ways to do this is by asking permission: "Would it be alright if I ask a few questions to make sure I can assist you properly?"

This approach is powerful for two reasons:

1. It frames the conversation as collaborative, not one-sided.

2. It gives you a chance to collect the information you need without overwhelming the caller.

Roadmap for the Call

Once you’ve established rapport, it’s time to bring structure to the conversation. Many clients may have questions or concerns, but it’s up to you to set the flow. Here’s an example: "Let’s start with a few details about your document and the appointment specifics, and then I’ll explain what to expect when we meet."

This roadmap not only keeps the call on track but also helps clients feel more at ease because they know what’s coming next.

Small Adjustments Make Big Impacts

The art of phone communication is often in the details. Here are a few small tweaks that can elevate your calls:

• Smile While You Talk: It might sound silly, but a smile changes your tone and creates a warmer connection, even over the phone.

• Slow Down: Speak clearly and at a steady pace. Rushing can make clients feel overwhelmed or undervalued.

• Use Names: Addressing clients by name personalizes the conversation and shows you’re paying attention. Take notes to remind yourself!

• Redirect Gracefully: If a client jumps ahead with questions, use phrases like, “That’s a great question! Let me just finish gathering some details, and I’ll walk you through that.”

Why Gentle Control Matters

The way you handle client calls has ripple effects on your business. A call that feels professional, clear, and reassuring can lead to:

• Booked appointments

• Increased referrals

• Higher client satisfaction

• A stronger reputation as a trusted mobile notary, which often means...

• More FIVE STAR reviews!

It’s not just about answering questions; it’s about creating a seamless experience that makes clients feel supported and confident in your services.

Bring This Skill to Life

If you’re ready to implement strategies like this into your business, I invite you to join us in High Performance Notary. It’s a space designed to help you master the skills that elevate your business, from client calls to marketing to time management.

Taking gentle control of your calls is just one piece of the puzzle. Let’s build a business that thrives...together.

Learn more and connect with me in High Performance Notary