Core Training: Framing the RON Call
When you’re about to send a client their first RON session, the way you frame that initial phone call matters a lot. Most people don’t know what RON is or how it works, so we need to make it smooth, clear, and easy.
Here’s how I frame the call:
- Start with who you are and who you represent.
- “Hi, my name is Katie, I’m the notary working with [Your Title Company or Law Firm].”
- If you’re an independent notary, just reference the company or law firm that hired you.
- Ask if they’ve ever done RON before.
- Even if they say yes, always explain the process. Different platforms vary, and prior experience can be outdated or inaccurate.
- Walk them through what to expect.
- “You’ll receive an email invitation with a link to start the session.”
- Confirm the appointment time in the email: “Your session is scheduled for Tuesday at 2:00 PM.”
- Recommend they log in a few minutes early.
- Provide a number to call if they have questions.
- Explain the verification steps clearly.
- ID verification includes uploading the front and back of their ID and taking a selfie.
- They’ll be asked security questions and need to enter their full SSN (used for anti-fraud verification).
- Reassure them with analogies.
- “It’s kind of like Zoom meets DocuSign.”
- Let them know the total time commitment.
- Around 25 minutes depending on their tech readiness.
