Great post - thank you for sharing with this with the community at AR.

Carpe diem, 

Chris

Thanks, Chris!  Just thought I would offer some food for thought when Realtors help their clients select an inspector.

Too many guys in this business (inspections) are too rigid and forget that the inspection is all about the CLIENT!  Nothing about inspections is set in stone, and there are so many opportunities to meet the needs of the client just by being creative - it just makes sense.

Listening + Creativity = Happy Clients.

Joseph,

I thought we did offer choices as you did to the two clients. I call them ancillary services. Every client gets what I call the basic home inspection. After that the other services are "add ons" or "choices".

How do you tailor the inspection to meet the needs of the client? Would you be leaving out some parts of the inspection to bring down the cost. Do more for the "particular" client. Like I said everyone, and here in CT it is the law, gets the basic inspection. Would you please elaborate on what you mean by "choices"

Ancillary services are just that - ancillary, add ons.  Usually they incorporate mold, or radon, etc, not level of detail, reporting on cosmetic items, appliance recall research, and the like.

For example, do you offer a more picky ancillary inspection for those that wish it? Do you have an ancillary inspection add on for cosmetic details like chipped tiles, scratched cabinets, etc?  Do you knock money off an inspction for seasoned investor who just wants an evaluation of Roof, HVAC, Electric, Plumbing and Structure?

I didn't used to, and most inspectors I know still do not.  They have their one inspection style and that is it - no add ons, no take offs.  A friend/inspector I know got me thinking about that and these 2 clients helped me turn CHOICES into a reality (credit to the firend for creating the idea and naming it CHOICES).

For backround, my usual inspection was often what many inspectors would consider going way above and beyond.  Many inspectors limit their own scope by citing Standards of Practice or other such 'limitations.'   Not me.  I like to go a little above and beyond.

But I found that by taking out some of the extras and creating a bottom tier price, I can serve the cost conscious who want a good inspection, while still offering my Standard inspection at the Standard price, and packaging all the upgrades and nitpickiness needed by those "particular" clients in a Premium inspection.  For the uber-particular, I also now offer an Exhaustive inspection where we use licensed trade pros form each field to inspect and certify each item.

I also offer Investor inspections for people who are not going to do any major upgrades, or are going to gut the place, but want to know about the major components. 

In my case, the Elementary inspection (my company is Sherlock Homes, get it?) is what most inspectors offer as their normal offering.  Of course, it would meet any laws as it still exceeds all industry association SoP's. The Investor inspection may not meet your local standards, but I would think that it could.  All the others allow the Client to determine what they want inspected and to what level of detail.

Another thought.  Of course, there is going to be some minimum level of service that all inspection clients receive (there has to be, this is the lowest common denominator, set by the least picky inspection).  But that doesn't mean that all my clients get the basic inspection and we can add on from there. 

The whole idea is that I am letting clients select what level of detail, additional service, follow up care, etc that they would like.  It doesn't come in the form of add ons, so clients don't feel nickeled and dimed to death to get what they want, and they know that I am listening to them to meet their needs and wants, at a price they can handle, and they are a part of the process.

It offers them CHOICES, and people like choices.  And they like to be listened to .

Joseph,

Thanks for the detailed response. It is an innovative concept. I myself give the same attention to detail on every inspection. My theory is this gives everyone the same level of service while also protecting my business and myself.

I have had the super nit picky client and quite honestly do not have much patience for them. I explain that chipped paint, cracks in the tile and the like are cosmetic imperfections. They are to be expected when buying a used house. Often these people want to use every little thing as a negotiating tool. This of course is ridiculous and I do not envy the agent who has such a client.

Concerning investors, you are absolutely right on the money with those folks. They just want to know about the big stuff and do not want, or need, a detailed inspection. They are a low to no risk client.

Again thanks for your detailed response. It is certainly some food for thought.

I really like the idea of an "Investor's" inspection.  You have some very good ideas about the different services you offer -- something I think most inspectors should do.  For instance, I have a buyer right now who is in the process of purchasing a home.  He happens to be a contractor who owns his own business -- very successful.  We are doing a home inspection to play it safe, but if he had a choice of just choosing the specific services he wants I'm sure he'd be much happier.  I know he'd prefer a quick once-over by a second set of eyes, but just that and nothing more.  And instead, he'll be paying for a full service inspection which he doesn't really need.

Jeannie,

Smart people in the building trades know that a good home inspector is more knowledgeable than them in most instances. I have been called on by "successful" builders many times to help with problems they are unable to diagnosis or correct. Builders are nothing more than project managers relying on their subs to get the job done. Subs can be good or bad and provide the builder with good information or self serving information. Believe me I know this to be true. I have helped more than a few builders who were being misled by subs.

If your guy is "successful" then he should be able to appreciate the cost of a good and complete home inspection.

Hi, Jeannie! 

Your client is a classic example of why we offer several different levels of inspections.  The simple truth is that many inspectors just attend classes or learn from books, whereas your client has hands on experience with teh materials and methods that make up his home.

He knows his strengths and weaknesses and what areas he has concerns about.  This is precisely the reason we offer CHOICES!  Your client can get what he wants to ease his mind, without paying full freight for someone to test a "representative sample" of doors and windows and flush the toilets.

Too many inspectors prefer to sell One Size Fits all, when clearly it does not.  The immediate popularity with clients and Realtors of offering differing levels of inspections at differing price points, tailored to (and BY) the client tells me all I need to know.

Call me if I can be of any help to you!!

I like the idea of offering choices. Good luck.

Very good post as many times a person providing services does not customize their programs for clients.  Everyone is different therefore deserves the right to professional customized services. Thanks.