Bob

by Bob on May 3, 2005

Smack Down

Bob Kille Acuspect Home Inspection You can never tell just how well you’ve handled a customer complaint until you get the better business bureau smack down. For instance, I received one in the mail today dealing with a home inspection customer compliant I had four weeks ago. Actually, when the call came in it was more of a “just wanted to let you know you missed a coupla things” kinda gripe. I took in all three of her comments and then preceded to let her know why these weren’t really mistakes at all, and a valid reason for the one item I did admit to missing. Now that’s a mistake. She felt as if I was making excuses rather than taking responsibility for the three issues raised. (A water heater that wasn’t left on, a dishwasher not checked due to the water supply not being on, and a missed warped header over a closet door) I made the remark to her that I was sorry she felt that way, which seemed to anger her more. It was a strange call, which became stranger as in her letter to the bureau she claims 20 plus items missed in the inspection report.

Usually when a client wants their money back they say so in the phone conversation. Or so I thought, now comes the better business bureau to champion her cause. The client wants an apology and her money back even though the report detailed numerous items to be resolved by the builder. The following is a snippet of my reply to her:

I understand that you feel as though you received a poor inspection of your property, and that my explanation of the three items you shared with me sounded more like excuses than proper procedure. To this, I do apologize.

I hope that the nine items of concern that were discovered through the inspection process and disclosed to you in our summary report were resolved by the builder to your satisfaction including the missed warped header. If you had other issues with my inspection that were not covered in the report please take a moment and read through the Arizona Standards of Professional Practice that is contained on the inside cover of your report. It would help me a great deal to know what issues, if any, you have that did not meet the standards of practice.

Better communication skills might have saved me from this, remember to listen and ask questions rather than defend your position. You could profit from my mistakes.

by Bob on April 20, 2005

Just One More Step

Bob Kille Acuspect Home Inspection An incident during my home inspection today reminded me how often many of us refuse to take that last step to success. This last step, the crucial step, always looks more daunting than it actually is. Its just one more step, just like the last few steps, with just a tad bit more of forethought and care. Instead of thinking it through or asking for a spot our minds start thinking of easier ways around that last step. But alas, that last step is there for a reason. That last step, when taken, will get you up and over obstacles without harm and see you safely to your goal.

Here’s what happened. A day just like any other day, I was up on the flat roof inspecting when I hear a muted cry for assistance back over by the parapet wall and ladder. What greeted me was my client with the proverbial “Deer in the headlights” look. He had one leg over the parapet wall and the other was two steps below on the ladder. This is an older man who wasn’t going to be able to hang on long. His face was bright red from the exertion, no telling how long he’d been in that position before crying out.

Just one more step was all that was needed to complete his goal. Try not to convince yourself that skipping a step would be easier with the same results. For most of us the last step is needed. Watch others take that last step and don’t be afraid to ask for help if your not sure of yourself the first time or two.

by Bob on April 20, 2005

Sword Play

Bob Kille Acuspect Home Inspection Some advice from the home inspection trenches or should I say podium. Never step up to the podium without an outline or sufficient practice time for your intended message. I thought I knew what I was going to say and I thought I had a good speech ready but I wasn’t prepared for the coffee blurts.

Three cups of coffee waiting for my time in the spotlight was all it took to vaporize my train of thought and heighten my nerves. A five-minute talk came out in two minutes at a pace that took me by surprise.

Not having an outline for reference was a big mistake when confronted with a combination of brain freeze and the need to keep talking. A few key elements of my talk were passed over making what came out of my mouth sound a bit like a run on sentence that’s not sure where its going.

I’m sure most of the realtors were impressed with my lung capacity but not my message. A speech is like a two edge sword; it can cut you a path or just cut you. No doubt about it, I was bleeding profusely.

Write your outline even if you don’t think you need it and for heavens sake stay away from the coffee before a presentation, unless of course, you enjoy bleeding like a stuck pig in public.

by Bob on April 19, 2005

Sink Or Swim

Bob Kille Acuspect Home Inspection Sink or swim is a question you ask yourself when you’re stuck in a wash and the water rises to about the door panel area. Spinning the wheels just sinks you down more and you feel conflicted as to weather your going to open the door and let in a small amount of the Santa Cruz river or get out through the window.

I choose the door not quite thinking it all through, a poor choice if I do say so myself. All the water made the car even heavier to push out. Good Samaritans are still around. I convinced a nice young lady to get wet and sit behind the wheel and give it a bit of gas as my new best friend and I pushed.

Which brings me to the point of this post. Always have an extra set of clothes tucked away, you never know when or why you’re going to need them. You’re going to thank me one day for reminding you to tuck them in just like I’m thank’n Gayle today.

By the way, I gave my business card to both of these kind souls and offered to do a free home inspection for them or anyone in there family. I really hope they call on me, it was a great feeling to be able to offer something in return for there gracious efforts.

by Bob on April 7, 2005

Keypad Follies

Bob Kille Acuspect Home Inspection Has one of your realtors asked you to pony up and get a keypad so that you can let yourself in while they stay in bed?

This is really not a good idea, unless and I mean unless, all the other home inspectors in your market area are doing this. The state requires that either the buyer or the buyer’s broker sign the contract. If no one shows to the inspection how do you get the contract signed? You could jump through hoops getting fax numbers to your customer (if they even have one) and then bug them to send it back before the inspection the next morning.

I do know a few home inspectors who have their wives or staff do this, not mine of course. This keypad responsibility just adds a whole new layer of complexity to your already hectic day. And for what? So a realtor doesn’t have to show up and do their job of reporting the conditions accurately as possible.

Ideally its best that someone see the conditions that are contained in your report so you don’t have to come home to phone calls to explain everything to the realtor and then to your customer as well.

What happens when you forget to update that pad every morning? What if the update didn’t work? That’s right you can’t do the home inspection and your screwed! At least once a month a realtor shows up and their keypad doesn’t work. They have to go back to the office where the special cradle is and reset it. Lucky for us we can start on the outside while there gone.

Keep it simple stupid, comes to mind.

by Bob on April 6, 2005

My Roots Are Showing

Bob Kille Acuspect Home Inspection The big boys are movin into my neiborhood. LandAmerica just landed at the local MLS meeting and made alot of noise about being the best home inspection company, having the best inspectors, yadda, yadda, yadda.

Basically they are trying to buy there way into the market with a loss leader strategy. Did someone say Cupins? Coupons fer the rest of us. There trying to get a foothold using price and convenience of having the termite inspection done at the same time. Don’t forget they also add money to the fee for older homes, just like I do. Speaking of which it looks like they’re 5 dollars higher than me at there regular fees.

There inspection guarantee is a nice touch for 90 days but it may leave a sour puss on the realtors client if something goes wrong after that. The one year home warranties are a much better way for a realtor to keep his/her referral base happy long term and it doesn’t cost them a dime more than the free 90 days warranty LandAmerica gives out.

I would think a realtor would be wise to consider the longer inspection times on the termite/home inspection combo. It takes a good 1/2 hour or more to do a through termite inspection, add that to the inspection time and I think the realtor will be at the inspection longer than they’d like. Not sure how this is a benefit to the realtor, takes longer and there’s no one to back up the termite inspection without a lot of paperwork and complaints.

LandAmerica also has a 3 million dollar E&O policy. Not sure how many 3 million dollar homes are in Green Valley (none) but it sounds good. Well on second thought, maybe there track record ain’t so good and they feel the need to over compensate.

LandAmerica is a huge company, I’m sure they can afford to cut prices for a year but it will still come down to who the Green Valley Realtors feel most comfortable with. I’ll still be here with the rest of the little guys that survive. This is an industry trend that reminds me of the family farm and the fall of the farm belt to big agriculture. Progress I guess.

by Bob on April 5, 2005

Make em Laugh

Bob Kille Acuspect Home Inspection What does cute and funny have to do with home inspection marketing? Well let me tell you, how would you like to be marketed to? Making someone laugh or just plain smile goes a long way to gain their trust and acceptance.

To get referrals you must be liked, trusted and respected. Humor in marketing done right elevates you past the being liked hurdle we all face when starting out in this business. Especially good humor delivered consistently might even get you remembered when it counts. How much would you pay to have your realtors display your marketing prominently at their desk?

Find a repeatable theme or style of humor, hit them with it 12 times a year to gain the edge in the battle for their mental real estate. There’s a reason the most successful home inspectors have a marketing system, they work!

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