If a Home Inspector Misses Something
It’s not good to miss something on an inspection, but, because they're human, sooner or later, every home inspector is going to miss something. But, believe it or not, this can actually be turned into a good opportunity.
One of the measures of an inspector’s ability is the gravity of the miss. Did they miss a structural issue which was easily visible and will cost $15,000 to correct, or was it a saturated desiccant strip in a double-pane window which may be apparent only under certain conditions? The former is not the good opportunity.
The good opportunity is the chance to turn a negative circumstance into a positive opportunity.
Was it Really a Miss?
Inspectors are sometimes accused of missing something clearly disclaimed in the home inspection contract, especially when they're following InterNACHI's Standards of Practice, such as air-conditioning performance. That's why it's a good idea to include the SOPs in the appropriate section of the inspection report.
As inspectors, we each need to do our best to ensure that, before the inspection begins, the client has a realistic idea of what is and isn’t included. We need to educate our clients.
In addition to giving a brief verbal description of the inspection and its limitations, refer your new clients to a “New Clients” page and include web links to InterNACHI's Standards of Practice, the inspection contract (also developed by InterNACHI), and a “Systems Excluded” page detailing what’s not typically included as part of the General Home Inspection. This page may also mention that you offer some of the stated exclusions as ancillary inspections, if that's the case.
"INSPECTOR agrees to perform a visual inspection of the home/building and to provide CLIENT with a written inspection report identifying the defects that INSPECTOR both observed and deemed material."
Was the "Miss" Handled Well?
If you do miss something, there are times when you have to simply admit your mistake, make an apology, and get on with it. There are also times to demonstrate why you haven't made a mistake, but always graciously offer to make things right anyway, and convert the situation into a marketing opportunity. There are also times which will require you to take a position and stand fast because there are a number of situations in which others involved in the transaction may be motivated to make the inspector the fall guy.
Which approach to use involves judgment, and that’s what it finally comes down to in home inspections. This is true not only for handling mistakes, but also in evaluating the limitless combinations of home systems and components, and all the grey areas in between, for which an inspector finds him or herself forced to make a decision that they may be called upon later to defend in court.