REDUCE THE FRIGHT FACTOR.
Expectations vs Reality
A difference between expectations and reality often creates stress in the home buying process. You can help reduce the fright factor for your clients by setting realistic expectations and being consistent with communication.
1) Set the scene. From the first moment of contact, our clients learn what to expect from us. We are responsive, respectful and friendly. We explain that we'll be performing a complete mechanical and structural inspection of everything inside and out, from the roof down to the foundation. We tell them when and how they'll receive their report. We provide a quote and available dates and times. We encourage attendance and ask who will be there.
2) Set expectations. The day of the inspection, we arrive on time and and immediately try to put our clients at ease. BTW: A little humor goes a long way! We tell our clients what they can expect. First and foremost, we establish that it's important to keep the age of the house in perspective. For example, we point out that there are different condition expectations for older homes than there are for newer ones. We concentrate on "smart and safe" rather than cosmetic defects. We review what is visible and accessible and won't do anything that is destructive, disruptive or dismantling.
3) Engage clients. We want our clients to be a part of the inspection process and accompany us around and through the house. We encourage them to ask lots of questions and voice any concerns. We explain and teach them about their house including how to turn things on and off such as the heating system. We provide basic maintenance tips. We stay in touch via weekly emails and reassure them that they can call us anytime they have additional questions.