When I first started learning about this profession, a “walkthrough” was never mentioned in any courses. Or an in-person “review.”
When I began actually doing inspections, the realtors and clients asked “what time do we meet you for a walkthrough?”
I personally feel that my report is suffiicent. I never really know how to present the information (my report is the product). It takes up extra time that I could be traveling to another inspection. Sometimes clients and realtors make it a big party and invite everyone they know and point to things in the house and ask many questions, many of which I can’t really answer (future predictions, how to fix, or cost).
What are your thoughts about these walkthroughs? If you do them, what is your process? If you don’t, how do you get out of them? LOL
An end-of-inspection walkthrough with the client and sometimes the agent is the norm and is expected in my area. I typically spend an hour+ doing this at the end of the inspection.
My process starts in the basement, usually with the utilities. I go over every major piece of equipment with them. Then we basically move from room to room, moving upwards through the house. I give them a chance to ask questions at each room, even if I don’t have a concern to discuss in that room. I finish the interior discussing the attic.
From there we go to the garage (if attached). Then I do the exterior walk-around, again discussing all major components and giving them the opportunity to ask questions. Lastly, I do any detached buildings that were inspected.
I’ve had as many as 10 people present for the walkthrough, but typically it is 3 or 4.
A few tips:
Always end at the exterior near the driveway where they are parked ( ).
Always make it abundantly clear that the walkthrough does not replace the need for them to view the report.
Take charge and keep it moving.
After you have done many walkthroughs, you will start to develop ways to more quickly communicate in the most efficient manner.
Don’t be afraid to quickly dismiss things that you are not qualified to discuss, such as repair pricing, things not in scope like the septic or well, property boundaries, etc.
A brief overview of the important or relevant findings is typical in my area, and I welcome the chance to explain it in person if the client’s attend the appointment or show up at the end.
It’s your show, explain that you want to speak to (whomever) and ask the others to hang back.
You set the tone, and it’s also good to be receptive to questions or requests for clarifications.
There is a huge difference between providing an inspection report and providing an inspection service. People are making the largest purchase of their lives. Take the extra 15-20 minutes to go over everything with them.
Evening, Robert.
The Walkthrough…
I referred to this as The Post Inspection Review.
I explain to the clients and realtors, I will allow a post inspection review of the findings after the inspection has completed. As well, we can discus the report over the phone.
Jeff Spencer’s post hits the nail on the head. People are making the largest purchase of their lives. Take the extra 15-20 minutes to go over everything with them.
I would go over the report verbally and if there were any items that were unclear to my client, I would go show them. Things like defects in the panel, I would get my client and show them prior to replacing the cover.
I did have one realtor (sellers agent) in over thirty years of inspecting, that stated “You have to show us everything that was wrong”…I asked my client if there was anything that he was unclear about and he said no. I told the realtor everything is in the report, with pictures…provided my client agrees to allow me release the report…
i’m probably a lot like Ryan and his style, where I go through the house doing the work of the inspection and then walk the client and their agent through a “highlights reel“. practice some phrases to help manage expectations and time it’ll soon become second nature. There are other things that can help as well such as doing the outside first before the client arrives so that you can give them a rundown on the exterior as soon as they show up, this also gives you a good opportunity to prove your bona fides and make them comfortable letting you work for a little bit unmolested inside the house. Try to remember to give short direct answers to questions and not waste time over elaborating on issues.
It’s part of the job. Make it enjoyable. Spend some time talking over what everything does in the house and some deficiencies you found. If the issue is complex or technical I save it for the report. You don’t want to get into a prolonged conversation about every system on the house. Try to keep the clients together and focused but in a nice way. It’s disconcerting to have clients take long calls or walk away to talk to neighbors or whatever. At all times be pleasant. If they lose focus you can always start putting your equipment back in your truck…
I offer a walk through at the end of the inspection. Some clients come, others not. I’ll show them things like the water turn off, fuel controls, house operation things. I’ll show them Major issues and a few other things like Safety concerns. The client and agent come at the end of the inspection, an absolute rule. I’m done with the fieldwork by the time they arrive, or finishing the “fluff”, namely the rooms, doors, windows, etc.
Here Here! Great points, Ray. #1: It’s part of the job. #2: Make it enjoyable. I could not stress that enough. Smile. Act professional.
Make up story lines as you explain items to your client/s or attending realtors. They eat this stuff up. For gravity I used examples from Isaac Newton. I would explain how Isaac Newton expressed his views and words for Gravity being, the law of universal gravitation. The key, gravity binds all objects together. When referring to lot slope gravity is water flowing downstream away from the foundation and permanent critical yard features to a area designated by the municipality.
Well unless you can produce your report onsite for the consultation, how is anyone going to know what to expect? As long as an agent or client is there I pull my photos up on my laptop and show them the photos. What’s the big deal, it’s your job. If you tell an agent you are not willing to do this, they will just refer to someone else who will.
It’s not a walkthrough, unless you want I guess. I just pull up my photos on my laptop.
Yeah, you kind have to keep up with the expectations people in your market have and in most cases they expect a walk-thru at the end. Great points made by everyone and I agree pretty much everything said.
The one time I do dig my heels in a bit is when the buyer is not there but they want to do a Zoom or phone call at the end. I really prefer they have looked over the report and can ask specific questions after seeing the pictures and reading my comments. Trying to explain what a ledger board missing flashing looks like over the phone is hard
In my market the buyers only attend about 25% of the time so this comes up a lot for me. I do cave and do the Zoom/phone thing sometimes but I really don’t like it. In the end this is a service business and we have to meet our buyers’ expectations.
I’m an introvert and don’t like the meet and greet, but over time I’ve come to see it for what it’s worth.
Think of the walk through from a liability perspective. This is your chance to build a report with you clients. It opens up lines of communication and makes it easier for them to contact you later when an issue comes up. I want to make myself approachable so that when/if an issue comes up farther down the road they’re more inclined to call and talk to me than their lawyer. Also, a good report with your clients will payoff in referrals as they’re more likely to recommend an inspector they know rather than one that “just showed up”
I tell my clients “I can text you when I’m about 30 minutes from being done” then they can show up and we go over the major deficiencies and answer questions.
While most of our clients are at the inspection we do get a decent number who are moving from far away and can’t come. For those on video I ask what concerns they have coming in, review those and then hit my highlights from the inspection. Then explain the importance of reviewing the whole report and stress that they can ask followup questions later. Embedding videos with comments in the report can also help. It’s easier to say “I have a video of this attic/crawlspace issue” in the report, than trying to do zoom or facetime from there.
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