Customer Complaint Training – The Importance of Checking your Schedule
Whether you are booking inspections on your own or you are having someone do it for you it is of the utmost importance to check the inspections that you have on your schedule. When an inspection is booked on your schedule there is information that the inspector needs to check so they can make sure to perform the best inspection possible for their clients. For instance, always check the notes section to see if there are any special considerations that need to be taken into account during the inspection. Does the homeowner have cats that should not be left outside? Will the clients show up at the end of the inspection? This is all good information that the inspector needs to know before walking into this inspection.
The other thing that the inspector should always be checking is the invoice. This will tell the inspector what services are being performed at the inspection. If there is a service listed on the invoice that the inspector does not offer that will give them the opportunity beforehand to make sure a different inspector is coming to perform that service. If an inspector looks at the invoice and it shows that the client has ordered a mold inspection but that’s a service you don’t perform it’s much better to recognize that the day before the inspection compared to the time of the inspection. This is something that should be constantly checked because services could be added at any time. If you look at your inspection the night before the inspection everything might look fine, but maybe the client called first thing in the morning and added an Asbestos inspection. If you are checking your schedule on a regular basis you would see this in the morning and be able to call the office to troubleshoot and make sure to everything runs smooth for the inspection. This could mean switching inspectors to someone who had that credential or having an additional inspector at the property just to perform that specific service.
There was a recent example where an inspector did not see a mold inspection on the invoice and it ended up snowballing into a major issue that has cost close to $2,000. First, when the inspector did not see the mold inspection on the invoice it caused him to not perform this service. The result of that was having to give a $300 refund to the client. Next, the client moved into the home and found mold. We sent another inspector to the property to perform the mold inspection free of charge. After those results came back positive for mold the clients got an invoice for remediating the mold at $1,400 which the company paid. All of the time and money that was spent on this issue could have been avoided if the inspector would have checked the invoice carefully and performed the mold inspection at the time of the home inspection as it was originally scheduled.
If everyone is due diligent about checking their schedule and the information for every inspection on a regular basis it will help make the overall experience better for the clients, agents, office, and inspector. It will also help to avoid giving refunds or having to pay any additional amounts to a very unhappy client.