Marketing Tip for Inspectors: Meeting Your Client for the First Time
by Nick Gromicko
Here are a few reminders and recommendations for important things that you should do and be aware of on the day of an inspection to prepare to meet your new client for the first time so that you set the proper, professional tone. What you do before the appointment can ensure that you leave your client ready to hand you a glowing recommendation that you can use for future business.
Before the Inspection
- Make sure that your inspection company name is prominently displayed on your vehicle.
- Wash your inspection vehicle in the morning before your first inspection of the day.
- Schedule enough time for lunch. Avoid eating in your vehicle, but if you do, check your clothes for drips of food and stains before arriving at the inspection.
- Do not pull into your clientís driveway with your radio or CD player blaring, whether itís music, commercials or talk radio. Anything loud is annoying and disrupts the environment, and shows a lack of respect for your client and his neighbors.
- If youíre on your cell phone when you pull up, quickly conclude your call before exiting your vehicle. You want your client to feel that s/he is your only priority.
- Donít embarrass yourself by allowing empty cans or other trash to fall out of your truck when you open the door.
- Donít arrive at the inspection smoking or chewing tobacco.
- Donít spit.
- Donít slam the door of your vehicle.
- Donít arrive carrying a cup of coffee or other beverage. Keep at least one hand free so that you can greet your client with a handshake (see below).
- At all times, particularly when meeting a client for the first time, you ought to have a calmórather than a rushedódemeanor, even if youíre running late.
- If youíre running late, call your client to let them know. When you arrive, acknowledge your tardiness and thank your client for their patience.
- Have your business card ready as you approach the property.
- Wear a nice watch. It shows that you respect your clientís time.
ďA firm, hearty handshake gives a good first impression,
and youíll never be forgiven if you donít live up to it.Ē
-- P.J. OíRourke, American writer and humorist
People tend to unconsciously judge another person by their handshake. There are ways to shake hands properly th
at leave a positive impression.
Grasp the other personís hand so that your palms touch. Provide a firm grip. Give an intentional shakeótwo or three actions, at most. Do not hold the other personís hand tightly or test his or her strength. While shaking, make eye contact to show that youíre interested in the other person, and also to pick up on the other personís mood and non-verbal cues. Then, release it. Thatís it.
If you avoid shaking hands with either gender, the person may consider it a sign of disrespect. Also, a limp handshake expresses discomfort, or a lack of strength or self-confidence. These are non-verbal impressions that you may accidentally convey based on your handshake, whether or not such attributes are true.
If you are working for the buyer and the seller or listing agent is present, shake hands with them, as well. They are not the enemy.
You can greatly control the impression you give using non-verbal cues and body language, starting first with your smile, and then with your handshake.
ďI speak two languages: body and English.Ē
-- Mae West, American actress
Research says that people tend to respond less to what you say and more to your body language. Your tone of voice is the second most important factor in face-to-face communication. What you actually say is third.
Therefore, be aware of what you are physically doing and how your clients may perceive your body language and actions.
When youíre simply in the presence of another person, you are communicating. What is mostly being communicated is what youíre not saying. One UCLA study suggests that 93% of our most effective communication comes through non-verbal communication.
We speak with our bodyóour actions and our face. We speak with smiles, frowns, and raised eyebrows. We even communicate with the distance we put between ourselves and another person.
Some tips for conveying a positive attitude include the following:
- Maintain good postureódonít slouch.
- Keep your head up and maintain eye contact with the other person.
- Keep your hands in a natural position by placing them on your hips, by holding something (such as clipboard or a pen), or by gently clasping your hands together in front of you or behind your back.
- While engaged in face-to-face conversation, nod your head occasionally to indicate to the other person that youíre listening.
Also, you can sometimes convey a defensive or even hostile demeanor without even realizing it, and this can plant the subliminal message in your prospectís mind that youíll be difficult to work with. For example, facing someone with your arms crossed can project the idea that you donít believe what the other person is saying, or that youíre angry. This posture can be perceived as aggressive and can create an imaginary wall between yourself and your client.
Maintaining the appropriate personal space is important, too. The convention is to keep about a 3-foot space between yourself and the person youíre talking to.
If you're male and are on an inspection alone with a female client or real estate agent, you should greatly increase your personal space well past the 3-foot rule.
Itís important that you understand that you can say the right words but send the wrong message. Always be aware of your body language, including your personal space.
Your First Words
If youíre naturally shy or havenít had much experience interacting with cleints in person, remember to be yourself and just act natural. Itís as easy as saying, ďHello, Iím Jim. Itís great to meet you.Ē Don't start looking around for defects or start your inspection until you connect with your client.
Start establishing rapport with your client by exchanging pleasantries, asking general questions, and perhaps talking about something you have in common.
Try any of the following:
- "Are these your children?"
- ďHow are you doing today?Ē
- ďThis is a really nice neighborhood. I don't live very far away from here.."
- Iím looking forward to helping you out today.Ē
You only get one chance to make a good first impression, and the initial meeting with your client sets the tone for the rest of the inspection, so set the right tone by being aware of your habits for personal interaction. What you're saying goes far beyond the words you speak.