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Lastly, it is critical to keep customer engaged in process. When customer is deeply involved with every turn in home buying journey they feel more in control. For home inspection, this means buyer must attend inspection. It is interesting to study home inspection complaints. We receive about one complaint for every 500 homes inspected. That is really very few, but remember we are working toward zero! By our definition a complaint is a call from a past customer that could not be solved over phone, but required me to revisit home. In 9 out of 10 complaints, customer did not attend inspection!
By not attending home inspection, buyers have a greatly reduced understanding of not only inspection process, but also a reduced understanding of their home. And more bad news, if buyer did not attend inspection, their real estate professional probably did. Now not only are they unhappy with me, they are also unhappy with their agent!
After more than ten years and 20,000 inspections I can tell you this, surest way to a happy customer over long term is:
Always put best interest of customer first Educate your customers for clear and comfortable decision making Participate along with customer in every event So far so good, phones are ringing, schedule is filling and to this point, a complaint free year! Let's all work hard to keep streak going!
Copyright © Florida HomePro, Inc. and Wallace J. Conway. All rights in all media reserved.
Wally Conway is President of Florida HomePro Inspections, and has recently written a book entitled "Secrets of the Happy Home Inspector", available at GoHomePro.com. As a speaker, writer, and instructor, Wally blends the right amount of up-to-date information with just the right amount of humor, insight, motivation, and real-world application. Visit WallyConway.com for more information!