This is a funny business, this home inspection thing. You try to do the right thing for the buyer, and for the agent involved with the transaction. Most times, things work out okay. The buyer is satisfied you have done your job well, and the agent is pleased you brought up the bad points without overstating or alarming the buyer. Most of the time, everyone is happy, or at least relieved that the 'sky will not fall'.

It never ceases to amaze me however the relationship that goes sour with an agent who thought the world of me previously. This agent told so many of her agent friends, that I saw my business increase steadily when I was first starting out. She was so pleased with my demeanor, my presentation, even my stupid jokes (that calmed down the buyers). Nearly her entire office was handing out my brochures and cards.

Then - BOOM! I have fallen from grace. In this particular case, I found a VERY SMALL amount of what appeared to be mold growth in the wall of the garage, behind which was a bathroom shower. There was either a leaky pipe, or a possible leak from the bathroom above. I had to bring it to the attention of the buyer, and of course the agent who loved me. It was no big show stopper, but I must recommend a mold company evaluate the area. If I don't, and someone gets sick, or the mold grows, I can be in a world of problems, as well as the buyer.

I saw her a short time after the inspection, and she had relayed to me that the buyer was making a mountain out of a mole hill with this small mold issue.

THE BUYER was the one causing the problem. THE BUYER was looking for an astronomical credit for a small issue. THE BUYER probably backed out of the deal, or caused the situation to be dificult. Yet, THE HOME INSPECTOR is to blame, and has been banished to bogeyland.

There are some houses that are in such poor shape, and the buyers can be so easily spooked by the problems found, that they back out of the deal. Can the inspector be responsible for how a timid buyer reacts to bad new? Certainly not! You can cushion the blow as much as you can, but sometimes the inevitable happens, and the buyer backs away. If the agent paints the rosiest of pictures with a house in this condition, I feel justified blaming the agent. If you say everything is great, great ,great, and the inspector finds a lot of problems, how can you not expect the buyer to look at you with suspicion.

Most of the agents I deal with hand out brochures and cards from my competitors as well, but some invariable do say things like 'he is really thorough', or 'he is really good at what he does'. I hear this from agents I have never met at  home inspections I do regularly, so I know I am doing the right thing.

I wonder sometimes if agents, who see the loss of a commision check as a good reason to jump ship, and stop referring of the home inspector. I find this so incomprehensible because I always ask the agents if they are happy with my presentation, and the resounding answer is usually 'YES'! No t every single time, but most times. This was especially true of this particular agent. She told EVERYBODY about me. Now, I wonder if she is making call after call telling who she told previously that I am banished. - Ray

 

 

 

 

7 Comments on Loyalty is a fleeting moment in the home inspection business.

APR
07
379,427 Points 23 Featured Posts Outside Blog

Ray, I think this whole mold thing is going to be a headache for us as inspectors until there is some nationally recognized protocol as to what "mold" means that has no element of hysteria or misinformation about it.  As long as their are "over-night-mold-certificate" companies popping up every day to fan the fires, such protocols are not likely----and the hysteria will continue.

9:22am • #1
167,633 Points

As a broker I can say, it all depends on how you say and write about a ususal fix.  Most homes have common problems.  A "we see this all the time and it is often repaired easily," is different than, "mold is a health issue; many people have gotten very sick from it."  Then the writing needs to echo a calm and rational approach.

9:25am • #2

If you have an agent that wants you to overlook everything, you need to find new loyalties anyway.

I will agree with you that agents can be a funny breed.  Home inspectors also often have weak communication skills.

Beyond the inspection, it is necessary to create multiple layers of communication and follow up.  There is a marketing component to the business that many inspectors forget.

People are loyal to one thing - it is green and has a picture of a dead president on it.

Read my previous blogs as I take the subject of loyalty seriously.  It runs in my blood.

9:34am • #3

There is a reason why mold is a four letter word, usually followed by a host of other four letter words (which we'll leave unsaid). 

Bad news delivered timely is better than what would happen if it were missed and discovered much later.

9:42am • #4
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I find that the inspector can calm down the situation with a few choice words. Recommend someone to fix the problem and give an estimate of cost and then tell the buyer that it is NOT a reason not to but the home.

I have had sales fall apart with much less. Some people just don't know better and they are looking for reassurance from the inspector, not the less than honest Realtor.

10:14am • #5
354,696 Points 11 Featured Posts Localism Sponsor Outside Blog

I love Heath's comment.  It can often be all in the wording of a report.

 

6:30pm • #6
APR
23
157,415 Points 9 Featured Posts Localism Sponsor

Ray, There is a building inspector who I've been working with since I started in real estate.  He's found some serious problems in homes my clients were about to buy, including one where plumbing pipes were rusted out behind plaster walls.  The cost was too great for the seller or buyer to take on so the home eventually sold to a plumber, who could afford to fix it, but it was a problem that could have easily been missed by another inspector.  Even though it cost me the sale as well as the listing of the buyer's own home, I was glad he discovered the problem.  I would never think of getting angry at him for finding a problem that cost me a sale, but I can see how some agents would.  I agree with others that the way the issue is positioned is important.  The tone of voice, the way the issue is presented, can all make the difference between this is a showstopper or this is a solvable problem. 

11:15pm • #7

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Ray Wilson - NYS Licensed Inspector

Middle Island, NY

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Meticulous Home Inspection Corporation

Address: Covering all of Long Island, the 5 boroughs, of NYC, and now upstate NY 7 days a week!

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