InterNACHI's Customer Satisfaction Survey hits 7 birds with one stone.

 

1.  It limits your liability.  Often a dissatisfied client will describe your services to his/her REALTOR, or worse... to a judge, much differently than the truth.  Procuring and maintaining a copy of this survey will bring them back to earth, so to speak.  It is a nice document  to have to present to a complaining REALTOR and can often end a legal action all by itself.  Next best thing to a deposition.

 

2.  It alerts you to weaknesses in your service.  Often a client is too shy to complain to you in person about your service, or worse... complains only to the REALTOR that referred you.  Providing this survey offers your client a way to express his/her dissatisfaction while you are still on the inspection site and can do something about it.  Customer feedback is necessary to improving your service.

 

3.  It reminds your client that you don't have X-Ray vision.  It is important to explain to your client that a home inspection can't reveal every defect that exists, or will ever exist, in their new home.  This Survey works in conjunction with InterNACHI's Agreement (between you and your client) in that it again reminds them of this fact.

 

4.  It suggests that your client may wish to order ancillary inspections.  Some InterNACHI members offer additional inspections such as WDO, radon, water quality and mold... for additional fee of course.  This Survey reminds them to ask about other services you might offer.

 

5.  It grants you written permission to discuss the report with others.  And even more importantly, you can point to this document when a seller's agent demands a copy of the inspection report by saying: "I'm sorry, my client has given me written orders not to share the results of his/her report with anyone."

 

6.  It lets your client know you care about his/her opinion.  Everyone likes being asked.

 

7.  It helps InterNACHI get you more work.  By entering your InterNACHI ID# and your client's email address into our Tickler system (Chris Morrell is building it now), your client will receive 4 e-newsletters a year packed with helpful homeowner maintenance tips.   These newsletters are well received as they come from the International Association of Certified Home Inspectors.  Each includes a reference to your inspector contact information.  Once a year we will suggest that your client rehire you to perform a home checkup.  This is a painless way to keep your name in front of your former clients... forever. 

 

 

Directions:  Print off copies of this blank survey.  Fill out the top portion.  Near the end of the inspection, ask your client to fill out the rest of the survey and sign it.  SAVE IT FOREVER.  Enter your InterNACHI ID and your client's email address in our Tickler System (coming soon).

 

 

 

A  message from our attorney Joe Ferry:

 

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