| Happy New Year! | | | | recommendations it has numerous risks. Customer |
| Here I sit on the first workday of the year. The | | | | confidence is reduced with an answers such as "be |
| office is not yet open and the phone has not yet | | | | sure the inspector is licensed", or my favorite from |
| rung. I love this time of year. Nothing yet | | | | agents, "he has never killed a deal in my office". As all |
| accomplished, and no mistakes yet made. It is a | | | | should know, there is no license requirement in Florida |
| wonderful time to reflect on the year that was, and | | | | for home inspectors (a subject for another column), |
| look ahead toward the year that is yet to be. | | | | and the deal killing statement is hardly |
| The idea that comes to mind is that it will be a | | | | customer-focused. A more compelling case might be |
| fantastic year if we can inspect another 3000 homes | | | | something such as a description of our own Chris |
| and do it without a single complaint! A lofty goal | | | | Brown, "Chris has been a state licensed contractor |
| indeed, but one worth working towards! | | | | for over twenty years, an ASHI certified home |
| Imagine a year without a single complaint! I reason | | | | inspector since 1997 and has performed more than |
| that goal is good for real estate professionals, good | | | | 3,000 home inspections. I would recommend Chris to |
| for me, and great for our mutual customers. Just | | | | my mother". Now THAT is compelling! |
| how would we work toward a year without an | | | | Lastly, it is critical to keep the customer engaged in |
| unhappy customer? | | | | the process. When the customer is deeply involved |
| First and foremost, we must always remain | | | | with every turn in the home buying journey they feel |
| customer-focused. There is a very easy test of | | | | more in control. For the home inspection, this means |
| every decision we make with or on behalf of our | | | | the buyer must attend the inspection. It is interesting |
| customer. Simply ask "if I were doing this for my | | | | to study home inspection complaints. We receive |
| mother, how would I do it"? Works like a charm | | | | about one complaint for every 500 homes inspected. |
| every time! It seems that when we have a deep | | | | That is really very few, but remember we are |
| personal interest in putting the best interest of | | | | working toward zero! By our definition a complaint is |
| another individual first, things always work out better. | | | | a call from a past customer that could not be solved |
| Long ago I worked for a fellow who often said | | | | over the phone, but required me to revisit the home. |
| "want it bad, get it bad". He was a commanding | | | | In 9 out of 10 complaints, the customer did not |
| officer of a Navy squadron, not a realtor, but his | | | | attend the inspection! |
| point was this - sometimes we want a particular | | | | By not attending the home inspection, buyers have a |
| outcome so bad that we do bad things to get there. | | | | greatly reduced understanding of not only the |
| Some deals just don't need to be done, or done in | | | | inspection process, but also a reduced understanding |
| the manner that they are preceding, when not in the | | | | of their home. And more bad news, if the buyer did |
| best interest of the customer. If we stay centered | | | | not attend the inspection, their real estate |
| on their best interest it is likely they will end up | | | | professional probably did. Now not only are they |
| happy with their home, happy with their real estate | | | | unhappy with me, they are also unhappy with their |
| professional, and have a low probability of complaint. | | | | agent! |
| Maybe even become a referral source! | | | | After more than ten years and 20,000 inspections I |
| Second, we must educate our customers on how | | | | can tell you this, the surest way to a happy |
| good choices are made. Using home inspection as the | | | | customer over the long term is: |
| example, it is not enough to simply refer a particular | | | | Always put the best interest of the customer first |
| inspector or inspection company, or, worst of all, put | | | | Educate your customers for clear and comfortable |
| our head in the sand by sending them to the yellow | | | | decision making |
| pages. We need to be able to articulate how and | | | | Participate along with the customer in every event |
| why sound choices are make. Have them compare | | | | So far so good, the phones are ringing, the schedule |
| companies on the web. Even if we make specific | | | | is filling and to this point, a complaint free year! Let's |
| recommendations, we owe it to ourselves and to our | | | | all work hard to keep the streak going! |
| customers to explain the process by which we made | | | | Copyright © Florida HomePro, Inc. and Wallace |
| the recommendation. | | | | J. Conway. All rights in all media reserved. |
| When people lack a well-articulated case for | | | | |