Customer Service, What would you do? Part One.

By
Home Inspector with JRV Home Inspection Services, LLC HOI 394

I got a call the other day from a past client in Middlefield, CT who had found some mold in her home. I had inspected the house for her just over a year ago. She was very nervous, as I could hear in her voice, about the mold she had found.

I asked where she had found the mold.

She said on the wall of a few lower kitchen cabinets, in her bedroom closet on some of her shoes, (that really bothered her) and in a broom closet on the wall.

I asked her how much mold she found.

She said not much really. She and her fiancée had cleaned it up.

She wanted to know what she could do about the mold or more importantly to stop what was causing it to grow. She said that she didn't have a lot of money to spend and was wondering if I could make any suggestions on a solution.

My question is; What would you have done?

I will tell "the rest of the story" later. I am interested in hearing how you AR members would have helped this young woman.

James Quarello
JRV Home Inspection Services, LLC

Posted by

James Quarello
Connecticut Home Inspector
Former SNEC-ASHI President
JRV Home Inspection Services, LLC

 ASHI Certified Inspector

To find out more about our other high tech services we offer in Connecticut click on the links below:

Learn more about our Infrared Thermal Imaging & Diagnostics services.

Serving the Connecticut Counties of Fairfield, Hartford, Middlesex, New Haven, Southern Litchfield and Western New London.

close

This entry hasn't been re-blogged:

Re-Blogged By Re-Blogged At
Tags:
customer service
middlefield
ashi certified home inspectors
connecticut ashi certified home inspections

Post a Comment
Spam prevention
Spam prevention
Show All Comments
Rainer
64,699
Steven Turetsky
Comprehensive Building Inspections & Consultants - Staten Island, NY
Building Moisture Analyst

I would have told her that there are thousands of different types of mold and very few of the are dangerous. I would have gone on th explain that mold is everywhere, and that if it were my house, I would simply clean it up. I would also explain to her that if she corrects the situation that caused the mold to grow... like dampness, it would most probably put an end  to the problem.

I would also explain to her that there are many people that make alot of money scaring the living daylights out of folks and offering mold remediation services. By the way, most mold remediators have done little more than attend a short class or two, and then call themselves experts. A true mold expert would be either a mycologist or a microbiologist or an industrial hygenist.

After telling her all of this, I would also tell her that is is always possible that someone could be more sensitive to mold, and could be bothered more that someone with a stronger imune system.

If she was still nervous and wasn't satisfied with the answers I'd provided, I would put her in touch with an expert. Try this link, this man is one of the best.

www.forensic-applications.com

Sep 27, 2007 10:50 AM #1
Rainmaker
686,684
James Quarello
JRV Home Inspection Services, LLC - Wallingford, CT
Connecticut Home Inspector

Steven,

I did go into some of the mold info with her, but for the sake of brevity I left out some irrelevant mold details in my story.

Sep 27, 2007 12:12 PM #2
Rainer
9,269
Kenneth Miller
Jordan Hill Home Services, LLC - Berkley, MI

I posted this response on another group but for some reason it didn't post here.

I do not test for mold, as I'm not certified and have never taken an approved course.  That said, this would be my response.

I would tell the m I'll come out.  Go out and start checking for the moisture that is causing the mold.  If I can find the moisture point, and it's due to my mistake, I would offer at least a partial refund.  If it isn't due to my error, I would offer to help them find a certified mold samplere/abatement contractor, and, if the client is acceptable to the idea, keep in contact with the client and contractor to determine the cause and solution for the problem.  Caring and looking out for clients is what I built my business on, and it may off later through repeat work or refferals.

Sep 28, 2007 12:49 AM #3
Rainer
64,699
Steven Turetsky
Comprehensive Building Inspections & Consultants - Staten Island, NY
Building Moisture Analyst

Ken,

I think we are on the same page.

Sep 28, 2007 09:42 AM #4
Post a Comment
Spam prevention
Show All Comments

What's the reason you're reporting this blog entry?

Are you sure you want to report this blog entry as spam?

Rainmaker
686,684

James Quarello

Connecticut Home Inspector
Ask me a question
*
*
*
*
Spam prevention