Follow-up inspection

[Jae Williams]

Originally Posted by wdecker

I include a free "pre closing walkthrough" to be done a couple of days before they close. I ask for a copy of the letter they received from their attorney as to the items that were supposed to be fixed and check them out.

I also offer free phone information and, usually, will go out to their place if they have a subsiquent problem (usually, for free. Remember the 'three touched rule'.).

I got a call from a past client (they moved in about 8 months ago) who recently had problems with some heavy rains. I went out and checked the finished basement with thermal camera and moisture meter. It showed that only about 1/2 the basement was affected and called a water damage company I knew. The client gave me a check (I didn't even ask for one) and called the Realtor and their attorney (who referred me) and raved about me. Both of them called to ask, "What the heck did you do?". I just told them that it part of my service.

Touch the client (even past ones) three times (follow up phone calls, send them a nice box of candy, send a plant, stop by when they are moving in and help carry a couple of boxes). Then they will remember you and bracg about the great service they received (bragging is part of the human condition and it helps greatly when the person they are bragging about is you).

If you do a crappy inspection, they will repeat that too. Give superior service and keep in touch. It helps.

So true--ever so true...

[William J. Decker]

Originally Posted by tdutt

Since this is something that the agents are using as a selling point, how many of these do you end up doing in the average week?

Usually, about 1/3 of the clients take me up on this. After the 2/3rds who don't close, I give them a call and offer to do it (again, for free). about 1/4 of them agree. So, for 10 inspections, I do, on average, 4. Advertise this clearly and impress on the client that it is already paid for (in the original, free). Only (in my experience) 40% actually take you up on it, your fees can go up but only 40% actually take you op on it. the law of averages.

What percent of your clients take you up on this part of your service?

As above, only about 40%.

Do you write up something and add it to your report?

No. Verbal. Sometimes, if it is a real mess, I put together some pictures in a word document and e-mail it to them (and their lawyers) to document the lack of compliance with the agreement. If their lawyer is on their toes, the documentation (with pictures and clearly worded descriptions of the original problem, the lack of repair and the reccomendations on how to proceed) really lay a bombshell (to my client's benefit) at the closing. Many lawyers call me and thank me for the "head's up". They they refer me, always. after all, I just saved the client's ( and their) butts.

How long would the average re-inspect take?

Usually, about 1 hour. about 1/2 that time is explaination.

It seems like an inspector could generate a lot of good will this way, but what does it cost you in terms of total hours per week?

5-9 inspections a week. 40% take me up on this, so I do about 2-4. That is 2 - 4 hours per week. Small change, with a big payback.

Hope this helps;

[Andrew Cox]

It seems like an inspector could generate a lot of good will this way, but what does it cost you in terms of total hours per week?

Isn't that the best investment - Word-of-mouth is the best form of advertising, so by that simple act of great service, you've bought better marketing than any sign or graphic can produce. The good will generated is more productive than networking or that magnetic sign you just bought.

[Dale Duffy]

Originally Posted by acox

Isn't that the best investment - Word-of-mouth is the best form of advertising, so by that simple act of great service, you've bought better marketing than any sign or graphic can produce. The good will generated is more productive than networking or that magnetic sign you just bought.

Sure is!

[jmichalski]

Originally Posted by tdutt

Since this is something that the agents are using as a selling point, how many of these do you end up doing in the average week? What percent of your clients take you up on this part of your service? Do you write up something and add it to your report? How long would the average re-inspect take? It seems like an inspector could generate a lot of good will this way, but what does it cost you in terms of total hours per week?

TYpically, clients use the report as a way to negotiate money back at settlement and not repairs to be made by seller - so the potential pool for call backs is not large, but it is an option if desired.

I usually get one every 2-3 weeks (an average of just under 2 per month). I schedule it into my work week ("I will be in your area on Tuesday afternoon") and clients will always accomodate my schedule because it is free....hence no additional travel time or expenses.

I always ask them to email me exactly what they want reinspected (this prevents me from wasting time looking at items they are not interested in). I am typically on site to look at 1-5 items that have been repaired/replaced. It is usually very easy work, and even with crawlspace or attic access (if needed) I am rarely on site for more than 30 minutes.

I provide an addemndum report which states: "On Friday, October 6, 2006, a re-inspection of specific items was conducted at the request of teh client for the above listed address (at top of report with photo of front of home and my logo). The results were as follow:"

Then I describe the initial recommendationa dn condition and the current condition (i.e. Repaired, replaced, improper or inadequate repair) and include a before and after photo for each item.

The report takes about 15-20 minutes to compose (mostly cutting and pasting photos.) So, in all it costs me about one hour of my life, twice per month, and gets me the best best advertising I could ever ask for.

[Louis Cannizzaro]

Thanks to everyone, I believe my question is answered. I agree with William and Joseph. probably the best advertising my time can buy.