My first inspection is approaching, and I’m concerned about my communication with the client during the inspection. Specifically during the inspection summary at the end.
Any advise on how to effectively communicate and feel “natural”?
What to say, what not to say?
How do I call out the defects without sounding like an “alarmist”?
How much technical vocabulary do I use?
Should I conduct the summary at the kitchen table, or actually walk through the house?
How do you balance a client asking you a bunch of questions while you are trying to efficiently inspect the house?
I want to be concise, organized, and professional, and I’m not sure exactly how to begin my summary with the client. I tried researching this online, but there wasn’t much information, so I figured I’d ask the pro’s that have done it thousands of times. Thanks for your advise and help!
Ask for space and time to finish the inspection and make notes. Write down the top items to discuss. Cost, safety, and urgency of repair are to be considered.
Relax, and speak slowly.
I tell them, “These are the most pressing issues. The report will cover more, so be sure to read it all.”
Don’t alarm. just state the facts.
“The deck needs repairs for safety reasons.”
“The furnace needs service.”
“The gutters are loose.”
Thanks, Brian. Those are some good examples. Jotting notes on the urgency items is a good idea.
Communication is such an important factor that I think gets overlooked. You can be the best inspector in the word, but if you don’t communicate your inspection to the client both in person and in the report, your value has been lost.
I want my delivery to be smooth and easy to understand while not being alarming.
This is a good point! Be comfortable demanding payment according to your agreed-upon terms.
"Hi, nice to meet you. I have a lot I want to discuss with you, and I am sure you will have a few questions. Let’s wrap up the payment and then get to it. "
Payment is first and foremost, right after shaking hands! Bring an invoice and give it to them right after you meet. Easy way to demand payment. “Here’s your invoice, for your records.”
Don’t let them tag along during the inspection work! Walk through is at the end, separate from performing the inspection.
Not sure what your report software is, but if it is one you are planning on doing onsite reports, surely don’t attempt on your first inspection with the client present. Pictures, check sheet to make notes on, orange and red marker to check off on your notes to go over with your client. Don’t be shy to say you may need to research something further just to verify your thoughts on it.
Your client is going to appreciate someone that takes their time, questions things that they may find more information on, rather than someone who presents themselves as a “know-it-all” and is always correct in what they are reporting.
As far as terminology, keep is simple and not use acronyms. If you do, explain what the acronym is short for.
" The TPRV on the water heater is missing the blowoff leg…"
“The Temperature pressure relief valve on the water heater is missing the proper drain pipe that has certain requirements and specifications for installment…”
Good advice, but for a new inspector on their first inspection, might write too “too hard”…
“There is a crack in the concrete slab in the garage. A structural engineer is recommended for further evaluation…” We all know this has happened before…
Thanks, Thomas. I’m using Spectora, because is very user friendly and simple to read. I plan to have the report complete for the most part, but will finalize it later that evening before publish.
Thank you for sharing “doing further research to verify.” That is the approach I’m going to take and I’m glad to see you recommend that.
Hopefully you have done enough onsite practice reports to feel comfortable using it for first inspection onsite. @ruecker is out Spectora specialist, so maybe he will help you on what to look for on your first inspection.
Don’t blame me for unreasonable expectations for new users, lol.
Forget that plan, don’t even think about trying to get “mostly done onsite” until you have 100+ inspections under your belt. At least if you are doing the types of homes I typically do (older, lots of issues).
Focus on inspecting, dabble with your software on easier homes or when not under the gun to finish. Spend virtually all of your off time working on your template and narratives to make them better and your process smoother. If you bought narratives, hopefully you understand them and know when to use the right ones. If you are writing your own narratives, it takes a long time, but is the best way.
