The SIGN IT Framework: How to Ask the Right Questions on a Notary Call

Continuing the conversation about my Top of Mind Method and the SMILE framework, let’s look at the next step of a successful service/sales call. 

Let me catch you up again: Answering your phone is step one. Answering it professionally is step two. In step three, you take gentle control so you can do step four- demonstrate your expertise by asking probing questions. 

If you fumble through the call, let the caller steer the conversation, or fail to ask the right questions, you could end up on a wild goose chase to notarize a will that doesn’t even need notarization. (Yes, that happens…all the time)

I want to help you avoid wasted time, under-quoting, and awkward "Oops, I can't do this" moments by giving you a simple, repeatable framework for every general notary work (GNW) call you take.

Say hello to “SIGN IT”, your new best friend for asking the right questions and showing up prepared like the pro you are.

The SIGN IT Framework for Notary Calls

A repeatable process for getting the right info before you take the job.

S: Signers

• Who is signing?
• How many signers?
• Will they all be present at the appointment?

If you’re talking to a family member, assistant, or hiring party, confirm early that the signer(s) will actually be there. There is nothing more fun than showing up to notarize a document and realizing the signer is in another state. 

Before I had a system for asking questions and confirming information, I had several instances where one signer would be at the signing location, and then they would tell me the other was “just down the street” (across town during rush hour) and I could go meet them there. Even though that is a detail you might hope they would share with you on the phone, I should have asked. Remember, most of the public don’t fully understand the notarization process. They’re counting on you, as a professional, to guide them. 

I: Intent & Awareness

• Is the signer alert and aware?
• Do they understand what they are signing?
• Can they sign unassisted?

If this is for an elderly client, a hospital patient, or someone in a care facility, ask these questions. If they are not physically able to sign, you may need signature by mark, or signature by proxy (if allowed in your state). 

It helps to know these things before you walk in the door. Otherwise, you’re in for an uncomfortable visit where the signer stares blankly at you, the family looks at you for answers, and you suddenly wish you were anywhere else.

G: General Document Information

• What document needs notarization?
• Is it already prepared, completed, and ready for signing?
• Are there other documents you’ll be gathering signatures for? (Like on trusts or loan signing packages)

This is where you save yourself from "I need you to draft my contract" or "We need a will notarized, but we don’t have one yet" scenarios. (We don’t give legal advice, draft documents, or work magic. We notarize. That’s it.)

N: Notary Requirements & Witnesses

• Are any additional witnesses required?
• Are they bringing their own, or do they need help finding them?

Certain documents require witnesses, and if they don’t have them, you need to give them time to find them. Or, you can offer to provide witnesses IF this is a service you provide. This is where you demonstrate your expertise and prevent unnecessary rescheduling. This is your chance to prevent last-minute witness scrambles, which eats up a ton of your time. 

I: Identification

• Does the signer have a valid, government-issued photo ID?
• What type of ID will they be using?

This question might seem obvious, but it’s one of the biggest points of failure for notary appointments. If you don’t verify this before you leave the house, you’re rolling the dice.

Especially for elderly, hospitalized signers, or really anyone in a facility of any kind-medical or corrections-, if someone says, “Oh, yeah, my mom has an ID,” your next words should be, “Great! What kind of ID will she be using?”

Because here’s what you don’t want to happen (From my own experience…):

-You drive 45 minutes to the appointment.

-Mom pulls out an expired driver's license from 2006.

-Everyone looks at you like you’re the problem. You’re not. But now you’re the bearer of bad news. 

If they don’t have valid ID, credible witnesses may be required (if legally allowed in your state), and if that’s the case, you need to prepare them in advance. Otherwise, you’ll have to make another trip.

T: Timing & Location

• Where is the appointment taking place?
• Are there any special access issues (gated communities, hospitals, jails, parking restrictions)?
• What’s the best time to avoid delays (doctor rounds, shift changes, meal times)?

Nothing throws off your schedule like showing up at a hospital during rounds or a procedure, or realizing that the gated community you’re supposed to go to won’t let you in without a resident’s approval. Or…needing a gate code for entry into a neighborhood. Added all up, I’ve lost hours of productivity waiting for gates to open. We can;t just assume people will remember they live in a gated community and will share these details. It’s our time, so we have to ask. 

Ask these questions upfront, and you’ll eliminate 90% of unnecessary headaches.

Use an Intake Form

If you’re relying solely on memory for every notary call, you’re setting yourself up for failure, especially if you’re new to taking general or specialty notary work calls. Create a simple intake form (digital or paper) to track calls, guide conversations, and make sure you don’t miss key details.

A good intake form:

• Keeps you consistent.
• Ensures you gather all necessary information.
• Allows you to follow up with potential clients later.

A client intake form is perfect for staying organized, professional, and in control. And my good friend, Kim Flanagan, at NotaryAllies.com designed the best I’ve ever seen in collaboration with Laura Biewer (CoachMeLaura.com). 

Get the intake form here

Picking up the phone is only the first step. If you want to show up prepared, professional, and profitable, you need to take gentle control of the conversation and ask the right questions.

I used to avoid general notary work calls because I didn’t have a system for figuring things out. They were intimidating appointments, but asking the right questions helped me overcome that fear. I hope this helps you too. Use this SIGN IT framework on every single call and watch how much smoother your appointments become. 

And if you want to talk about pricing, travel fees, and how to charge what you’re worth, stay tuned. That’s coming up in a future article.

What’s the craziest notary appointment fail you’ve ever had? I’d love to hear your stories!

If you’re tired of spinning your wheels, waiting for the phone to ring with notary appointments, I teach proactive marketing and prospecting skills in my community, High Performance Notary. I give you a 9-Step action plan that helps you set a revenue goal, inventory your services so you understand how you make money, and then give you the daily marketing techniques to put you in front of prospects that will hire you or refer you to those that will. 

It’s called High Performance Notary for a reason. Join free for 7 days and start your High Performance Notary Action Plan today. 

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