The Surest Way to Happy Customers!Written by Wally Conway
Continued from page 1
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!
| | Visions of Sugar Plums and Holiday SafetyWritten by Wally Conway
Continued from page 1
For some strange reason, otherwise sane and contentious homeowners decide to do their most creative electrical lighting, decorating, and wiring this time of year. Some of more festive observations have been: Twelve indoor extension cords lying in a garden fountain Eleven lighted candles each behind a curtain Ten cracked cords in a single outlet Nine rocking reindeer sparking on a rooftop Eight unattended potpourri pots a bubbling and a boiling Seven realtors cell phones charging near a wet counter Six spliced wires wrapped with duct tape Five frosty snowmen hanging by frayed wires Four flood lights on a single broken fixture Three space heaters blowing on a Christmas tree Two light bulbs covered with red plastic bags One extension cord draped over a chimney while fire's a blazing Okay, I confess! I took some liberties in putting this list together. But keep in mind that electrical hazards know no season! Our friends at U.S. Consumer Product Safety Commission (CPSO) estimate that about 4,000 injuries associated with electric extension cords are treated in hospital emergency rooms each year. They also estimate that each year, about 3,300 residential fires originate in extension cords, killing 50 people and injuring about 270 others. The most frequent causes of such fires are short circuits, overloading, damage, and/or misuse of extension cords. The real point is, be it in our own homes, homes we visit, or homes we list, keep an eye out for hazards that need to be addressed. Lives depend on it. Plus, if one of your property listings burn to ground, it makes for some very difficult disclosures! Be safe and enjoy holidays! ...more information... 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,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!
|
