Customer Service, What Did You Do, The Rest of the Story.

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

I had asked AR members to comment on how they would have helped a young woman, a past customer, who called with a mold concern. In the first part, Customer Service, What would you do? Part One. the details were given of the woman's situation.

I wasn't looking for a "right answer", but how you would respond as a business and a person to a client's problem. Customer service is not just about the time you spend with the client during the home inspection. It is also what you do after the job is complete that is truly telling of your business and personal ethic.

I got some great responses, some that were almost exactly what I had done. Thanks for your comments and here's the rest of the story.

I asked if she would be home the following afternoon because I would like to come out and look the problem over. I could not give her any advice unless I was able to see exactly what was going on with the home.

She said she would meet me at 4 o clock.

The next day we met and I looked at the areas where she had the mold. She had cleaned everything and there were no signs of mold. I checked all the areas with a moisture meter and found some damp spots, but nothing significant. This may also have been in part to some very dry weather we are having here in CT.

I checked the outside of the home and found some suspicious window shutter screws. These were almost exactly opposite where I had found some moisture under her kitchen cabinets. I found nothing else on the exterior, but did notice that she had closed the attic windows.

I checked the attic and explained to her about venting and keeping the windows open. I also spotted a few problems with the insulation. I gave her advice on repairing the insulation and adding better venting.

The last thing I did was use the infrared camera. I found nothing of any consequence.

I gave her a handwritten list of the repairs she should do and told her to call me if there are any more problems. I was there about an hour. I could see she felt better, but was definitely still worried.

My point is not to put some one off or yes them to death, but simply go and check out their concern. They will be very appreciative and will remember what you did for them and tell other people about your good deed. Everyone wins.

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:

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

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Rainmaker
78,369
Bob Elliott
Elliott Home Inspection - Chicago, IL
Chicago Property Inspection

Makes sense, which is why I always offer to go on final walktroughs to help eliminate any concerns.

If it is more than just a job you need to build that rep with good customer service, (so good job Jim).

Sep 29, 2007 02:27 PM #1
Rainmaker
684,559
James Quarello
JRV Home Inspection Services, LLC - Wallingford, CT
Connecticut Home Inspector

Thanks Bob,

I do not offer the walk through any longer. If asked I will go, for a fee. Often what a customer is looking for is confirmation that a repair has been made. I explained when asked the question, how do I know they fixed it?, that there should be receipts produced to confirm the work was completed. I also make a point of telling my client that getting a credit for repairs is usually a better idea. Asking the seller to make a repair often means the cheapest and easiest fix. Not how any buyer would want the job done.

Sep 29, 2007 11:28 PM #2
Ambassador
1,709,615
Dale Baker
Baker Energy Audits and Commercial Properties Inspections - Claremont, NH
New Hampshire Relocation Real Estate Information

Howdy James

You showed some very good customer service. I also tell my client that geting a credit for any repairs is the best way to go.

The seller does always go with the cheapest and easiest way to fix it.

Have a good one

Sep 30, 2007 10:28 AM #3
Rainer
29,241
Jeffrey Owen
IonHomeInspection.com - Houston Metro Home Inspection - Katy, TX

James,

 

Good stuff as usual.  I think you produced a Raving Fan. Very powerful.

 

Oct 22, 2007 09:11 AM #4
Rainer
9,269
Kenneth Miller
Jordan Hill Home Services, LLC - Berkley, MI

There you go again, Jim.  Acting like a professional.  What are we going to do with you? LOL.

You handled that the right way.  I would have to guess you just made a customer for life. 

Oct 23, 2007 01:51 AM #5
Rainmaker
684,559
James Quarello
JRV Home Inspection Services, LLC - Wallingford, CT
Connecticut Home Inspector

Jeffery,

Thanks, don't think I have any raving fans.

Ken,

I think we want all our customers to be for life. But as you know that takes work and dedication. Sometimes we have to do a little more. It will all be repayed someway, someday.

Oct 23, 2007 09:04 AM #6
Rainer
29,241
Jeffrey Owen
IonHomeInspection.com - Houston Metro Home Inspection - Katy, TX

Ken,

 

Not sure what you mean... I think James made a Raving Fan.

 

Raving fans are great things.... They help you spread the word. This is a fantastic book if you have not read it. Short quick easy read.

 

Raving Fans: A Revolutionary Approach To Customer Service


Oct 23, 2007 09:10 AM #7
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Rainmaker
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James Quarello

Connecticut Home Inspector
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