How a Home Inspector Builds Trust with Their Clients
September 27, 2018 |
While building trust is a multifaceted process, what it really comes down to is professionalism. This may sound easy, but it’s more complicated than you think. It’s more than dressing the part. There are several things that go into building your professionalism so you can build trust with your clients.
So exactly what goes into being a professional home inspector?
You have to know your stuff. Period. Nothing kills trust faster than obviously not knowing what you are talking about. If you call a heat pump a furnace, people are going to notice and that’s the end of that. Our career-start package is a good first step, but you also need to stay on top of current news and updates within the industry.
Not all education comes from books, however. There’s nothing like the knowledge you get from actually doing the job. Some of this can come from the experience of mentors and bosses, but some have to come from you. Nothing kills a client’s trust like hearing “wow, I’ve never seen anything like that before!” Even if it’s true…don’t say it.
It is imperative to be on time. Get there early and drive around for 5 minutes if you have to. Plan for traffic and unforeseen delays when possible. Obviously, things happen that can’t be helped, but for the most part, “sorry I’m late” should never need to be said. Along these same lines, canceling appointments without a good reason is something to be avoided as well.
Be polite and show your respect for the property itself and everyone involved in the process. This means the homeowners, who might not be happy about having flaws in their property pointed out, the prospective buyers who are already nervous about this major purchase, and the real estate agents who just want an easy sale. If you are condescending toward your client, they are going to notice, and there goes your trust – and your next referral.
Whether you wear a uniform or not, make sure your attire is clean, neat and appropriate for the conditions. Work boots of some kind are necessary considering the areas you’ll be trekking around and through, but they need to be clean and well maintained. Looking the part will help you feel more confident, too, which takes us to our last point.
This is more than just knowing your stuff. Quiet confidence is a result of adding all of the above together and is something you really can’t make up. It’s something that exudes from you when you put all the pieces together. The word quiet here is significant as well. It means being humble even when you are the smartest person in the room.
As a home inspector, it’s important to have a client’s trust and instill, in them, the confidence they need to purchase a new home. Doubt and buyer’s remorse are only heightened by feelings of apprehension when it comes to the condition of the property. By getting an honest assessment of what they are buying, they can be sure of their decision, whether they buy the home or not.