PHONE PROCEDURES REVISED TO: 9-22-22
(clickable) Please avoid saying NO!
Practice answering the question without saying NO.
Example:
Q. Do you perform oil tank sweeps?
A. We will provide you with a written list containing referrals to specialists.
Each and every customer picked out the town their home is located in because they like the town. Most potential clients think the town they are buying in is different than other towns (no, I do not know why). Clients do not want to feel they are buying in a town we are not familiar with.
Some of our clients call more than once. Some saw our web site. Some saw other things I wrote on the internet. Some spoke with friends. Some will get to listen to what I tell them during a home inspection. Therefore it is very important for our potential clients and actual clients to all hear the most consistent message possible in order to avoid misunderstandings.
When a client calls to ask a price it is because that client does not know what other question to ask. If every company they call just gives them a price as far as the client knows all home inspectors are doing the same thing, therefore their decision to buy is based only on the only criteria they have (price).
FROM NOW ON PLEASE ASK ALL POTENTIAL CLIENTS IN THIS ORDER!
A. Have you spoken to anyone else at the office before?
If yes, try and figure out what step to skip to.
B. Ask the potential client:
1. What town is the home located in?
(Michael will go anywhere in NJ EXCEPT Camden, East Orange, Irvington, Newark, Orange & Paterson)
2. What is the street address of the home?
3. May I ask how you heard about Accurate Inspections?
C. As the client gives you the above information please enter it into ISN.
1. CHECK ADDRESS and attempt to resolve any discrepancy with the caller.
if one of the “confusing municipalities enter into the box between address and city
2. View on Zillow and attempt to resolve any discrepancy with the caller.
D. Let the potential client know (REGARDLESS OF THE LOCATION OF THE HOME) we will be happy to e-mail them a Neighborhood Environmental Report detailing the locations of known environmental hazards in the area of the home at no cost or obligation.
E. Obtain client(s) full name and e-mail address so we can send the NER
F. If the home is not in our service area please provide ASHI # 800-743-2744
If the home is in our service area please continue….
G. No more questions need to be asked at this point in the call.
All that is needed up to this point was obtained in B and D above.
PLEASE READ THE FOLLOWING TO ALLOW THE CLIENT TO KNOW WE UNDERSTAND THEIR NEEDS AND WHY THEY SHOULD USE US:
H. Would you like to know about our inspectors qualifications and what the owner of our company does during a home inspection?
(if no – just give price, there is no point in wasting time on them)
IT IS VITAL WE KEEP IN MIND WE ARE PROVIDING A SOLUTION TO THEIR PROBLEM.
We realize that most of our clients will only buy 1 or 2 homes in their lifetime and have many questions about what to be aware of when buying a home. Michael will take the time to truthfully and candidly explain what you need to know and answer any questions you may have.
Michael is a Certified Master Inspector Instructor, began his career in 1986 as a construction project manager prior to becoming a home inspector in 1993. Since then he has inspected more than 12,000 homes. These experiences give him valuable insight into the issues that homebuyers feel are most important to them.
Michael taught home inspector licensing classes, mentored field training for student home inspectors, and taught Continuing Education Classes to other licensed home inspectors. Drone inspections are provided upon request at no additional charge when allowed and safe.
When Michael inspects a home, he is there to represent the you as the home buyer. Michael understands that this is a major financial investment and that the safety and well being of your family are at stake when you make this purchase.
Michael requires you to be at the inspection because he wants you SHOW you what is wrong and why so you more easily understand not only what corrective actions are necessary, but why they are necessary.
Your understanding of all the issues is vital to the negotiation process and to aid in your understanding how the systems function. Often, important questions usually occur when you see the problem.
Michael will also take photographs showing the condition of the home and any defects. He put these photographs in your report so you and your attorney so that your attorney can see what you saw and share be able to share these with the seller’s attorney to aid in negotiations.
When Michael goes into the home, he will check the roof, the interior and exterior structure, the heating, air-conditioning (weather permitting), plumbing, and electric systems, the kitchen, the basement, all rooms and bathrooms, and the grounds. He will let you know approximately how old the components, systems and appliances are and the probability of replacement within the next few years. At your request all the important valves will be tagged with instructions, in order to save you valuable time in the event of an emergency.
We usually will perform radon measurement and wood destroying insect inspections (termites, carpenter ants, carpenter bees, etc) with the home inspection.
Our inspection screens for major problems and safety hazards. A major problem is defined as anything having a repair cost of $500 or more or one that presents a significant safety risk. That is not to say that he will not pick up minor problems — he will– however, even the best home inspection can only screen for about 70% of the risk in buying the home. (If they ask what that means tell them you would have to be in the home for months to pick up every little problem).
Michael will never rush through your inspection in order to move on to the next one. Depending on the size of the home, the average inspection lasts 2-3 hours. Your inspection is over when the inspection is complete and all of your questions have been answered.
To best accommodate your schedule, we perform inspections 7 days a week.
At the conclusion of your inspection, you will be handed a copy of field notes indexed to the Home Inspection Book. The Book is a resource that details the potential problems and serves as a maintenance guide for any repairs you might choose to make on your own. Essentially, it is a complete guide to your home with written explanations, diagrams and suggested solutions.
That same evening you will get an e-mail with a link to the more detailed, typed report and photographs, which Michael will prepare. This report will outline the problems found, what they mean to you in order to protect your health, safety, and finances
Michael will SMS and email a link to your home inspection report that night and UPON REQUEST will mail a hard copy of the report and the photographs the next business day.
Do you have any questions?
Are you out of attorney review? (Ask NOW – NOT before NOW)
PLEASE THE SCHEDULE INSPECTION REGARDLESS OF THEIR ANSWER WITH THE SINGLE EXCEPTION OF WEEKEND APPOINTMENTS DURING THE VERY BUSY SEASON!
PLEASE ASK THE CLIENT:
1. The next three appointments I have available are xxxx, xxxx and xxxx what works better for you? (This is called the assumptive CLOSE a time proven sales tactic that WORKS!).
2. Run through the ISN questions as needed.
Please e-mail them a price quote and / or our contract.
If they don’t book an inspection please give them our website address, thank them for calling and remind them they can call back with questions 8 am to 8 pm business days and till 6 pm other times.
If they book an inspection please advise them:
Please remember we require payment at the time of the home inspection by cash, personal check, Zelle, or credit card (2% convenience fee).
Please advise the client:
The State Law for a radon test requires closed house conditions: 12 hours before the test and while the test is in progress (between 2-6 days) the doors and the windows of the house must remain shut. Normal entry and exit only, fireplaces and attic fans can not be used, window and central air conditioning units may be used but not on the vent or fresh air setting).
ANSWERS TO COMMON QUESTIONS:
Why is it a race against time to get clients our contract and to get it back signed as quickly as possible?
Because the law and regulation require it:
WILL MICHAEL TALK TO THE HOME SELLER OR REALTORS?:
No. If the home seller or real estate agent has a couple of questions our client may forward them to Michael. Michael will send the answers directly back to our client within 24 business hours. Michael will not answer emails directly to or from homeowners or real estate agents.
The quote sent to clients has the additional inspector list at the bottom of it, however, if a client requests there is an email template you can forward to them.