Originally Posted by
Jerry McCarthy
I'm not taking sides in this discussion, but I cannot seriously argue with any of Aaron's statements. One other observation; the people who usually sue the home inspector are the clients who did not attend the inspection.
Managing expectations is the name of the game and yes, I do agree that
inspection report disclaimers are way out of control with way too many inspectors, but we will keep working on that problem.
Yes managing their expectations is key. But in saying that, no matter what business you are in, managing your clients is absolute and then fulfill their expectations. This whole idea that the clients are better off being at an inspection is an item that is also way out of control. One will never convince me that having a housefull of people is more conducive to a better inspection.
A mechanic is under a car or for that matter your head in an air handler or you are crawling around in a crawl space or trying to get a real good look at all the windows and having to talk away explaining your every action to someone that has no idea what you are doing is not conducive to a better inspection. It may be explaining your business to them but to you it is a distraction which is not good for you client. If they want to know your business then they should go to home ins;pectors school.
You can manage their expectations and answer all there concerns and go over safety tips or maintenance items, when you are done with your inspection.
Even Mister Aaron believes that multitasking while inspecting is certainly not more conducive to a better inspection. If they are just hanging out in the kitchen for hours on end while you are inspecting it is also doing nothing to manage their expectations or concerns or manage them for that matter.
The client does not have to be there for you to answer there concerns. The client does not have to be there waiting for you to finish (that does them a lot of good). You manage your client before you even get to the inspection and then in the walk around in the end. In the meantime while you are at your inspection you can concentrate on what you are doing. Getting all the pictures you need. Remember everything you inspected get all your ducks in a row. Allow mom to do what ever she needs to do instead of being there waiting for you to finish. Let dad finish up his work or meetings or management of his men or what ever he has to do instead of tying them up all day for an inspection. If they are there the whole time you certainly are not doing the report on site so they are not getting it anyway. An item that many believe in is taking there pictures, notes, voice recordings and everything else home with them and then doing the report.
I for one, and it seems only about a third or less inspectors do the inspection on site, do my inspection on site when ever possible (not all the time). The crime seen is the best place to answer any questions you may have for the crime. If you have questions, or wonder why you took a particular picture or just simply to take that second or third look at an item just
to make sure you are reporting it right is priceless. You cannot put a dollar value on that. You cannot explain the importants great enough to make one understand if he already has been brain washed that it is not the way to do it and it cannot be as professional as if you were to go home and do it. I for one say bull!!!!!!!!!!!
Report about something from a distance...........or report about something that is right under your nose................hmmmmmmmmmmm.....I choose to (when I can) to report about something that is tight under my big Italian nose.
My philosophy is to ........mangage my client (from the hello on the phone)nicely..........manage their expectations........go over everything with them thoroughly after you complete your inspection....................let them have the time of going about their daily lives............give them a fixed time to meet you instead of interupting there entire day...........collect the money.............hand them cards and get more referrals
I have handled business like that for 37 years (knock on my wooden head) and have yet to have any real or serious concern about anything.
My personal belief is that the first thing I said about "manage your client starting at the hello on the phone", Is what people are not doing. If they were they would not be having so many problems or concerns.
You know you are in for trouble when a Realtor tries to control the situation. Cut their legs off at the knees before it gets to that or the Realtor will be throwing doubt in the fire to your clients. Once your authority is challenged you must regain control or you might as well stay home because from that point on it is hopeless.
As always. This is my opinion and view point. Some folks cannot get there head around things to do things like I do and have it work for them.
If you are not in control of any given situation then someone else will be and then the problems roll in.