| Seems almost every situation in our lives is centered | | | | |
| on communication. Good or bad, the way we | | | | 1. All items that might fail may not be warranted, and |
| express our thoughts, wants, and needs to each | | | | 2. Items presently not functioning would be |
| other determines how we live, love, and learn | | | | exempted from coverage as an existing problem. |
| together. | | | | When explaining the relationship of the home |
| As a guy who is a regular on the seminar circuit, | | | | inspection to the home warranty, consider the home |
| does a live radio show, an HGTV television show, | | | | inspection to be a physical exam and the warranty to |
| writes books, columns, and articles, and all the while | | | | be health insurance. Would you ever expect to hear |
| runs a thriving home inspection company, I get to do | | | | someone say, "you don't need a physical exam, |
| a great amount of communicating. Some of that | | | | you've got health insurance"? Doesn't seem to make |
| communication is by transmitting; some of it is by | | | | much sense, does it? That is essentially what we are |
| receiving. After much reflection, I have come to the | | | | saying to our customers with the "you don't need a |
| conclusion that nothing is learned when we transmit, | | | | home inspection, you are getting a home warranty" |
| but great gains come from receiving. That is to say, | | | | comment! |
| we learn when we listen, not when we speak. | | | | Let's flip it around now. How about "you don't need a |
| Not a day goes by that I am not listening to Realtors. | | | | home warranty, you are getting a home inspection". |
| Most days I listen to more than a few, some days | | | | Here's the medical equivalent, "you don't need health |
| more than a dozen, and on occasion, I listen to | | | | insurance, you just had a physical exam"! |
| hundreds at a single seminar sitting. The things | | | | Insane! |
| Realtors tell me help me get better. Better at home | | | | In so many instances, when I have been able to |
| inspecting, better at dealing with customers, better | | | | explain a new or complex home related issue to a |
| on the radio, just better at every aspect of my | | | | customer in equivalent medical terms, they suddenly |
| professional life! But all that input is not without | | | | get it. They seem to understand and are now |
| moments. Those moments range from the amazing | | | | comfortable. Clearly, most homebuyers are not in the |
| to the zealous, sad to humorous, and brilliant to well, | | | | medical profession, but the language is familiar to |
| less than brilliant! | | | | them. Must be from watching ER or Marcus Welby |
| One of my favorite Realtor quotes follow, complete | | | | reruns! |
| with my thoughts and commentary. A disclaimer | | | | So be clear in your communications with your |
| before we begin, if this particular quote sounds like | | | | customers. Be ready and able to clearly articulate a |
| you, know that none of what follows is from a single | | | | compelling argument for anything you wish to say. |
| source, but representative of things I hear on a near | | | | And above all, EDUCATE your customers. Educate |
| daily basis. | | | | them on why they need a home inspection, a home |
| "You don't need a home inspection, you're getting a | | | | warranty, or whatever the subject is. Teach them |
| home warranty". | | | | how to choose a qualified home inspector. Teach |
| Seems to make sense to some that if items are | | | | them how to make a good decision on any real |
| warranted, their condition is of little importance. But | | | | estate subject or issue. They will love you for it! |
| among the problems with this thought are: | | | | |