Love it or hate it, real estate agents are your customers too. So it makes sense to listen to their feedback about what they would like from you.
Here are 5 things our real estate agents said they want from home inspectors in a recent focus group we conducted.
Simple right? If you're an experienced inspector, you know this is not as easy as it sounds.
Between inspections, writing reports, administrative tasks and trying to grow your business, you simply can't answer every call or email that comes in.
What you can do is have smart systems & habits in place that set expectations:
Having these systems in place can help you be fully present during inspections, writing reports or working on marketing tasks without worry of losing business.
Nothing will make an agent stop referring you like a miscommunication that leaves both of your reputations damaged.
Over-communicate to make sure the details like the date, time and location are clear. This should be confirmed multiple times through phone, text and/or email. Even better if your software sends confirmation emails/texts.
You should arrive 5-10 minutes early to every inspection. This not only lets you get a look and feel for the house with no distractions, but it shows the customer and agent that you are prompt.
Approach and greet the agent and buyer when they pull up. This initiative shows them you appreciate their business and the opportunity to help them learn about the home.
Many first-time homebuyers don't know what to ask. Even seasoned homebuyers might feel like they're interrupting you from doing your job.
Here are a few key points that will help solidify your standing with agents:
Agents pointed this out as a very important aspect in which home inspectors they would refer over and over again.
You can't fake this. If you don't enjoy educating your customers, it will show. It doesn't come naturally to all inspectors, so even if you're not a "people person", the effort is what your agent will observe and appreciate.
Agents are busy and need guidance when it comes to technical language. They mentioned the following in regards to home inspection reports:
Home inspection reports need to be informative, concise & up to modern standards that customers and agents see elsewhere online. Make sure your home inspection software accomplishes this, or you are missing out the referrals that come from "wowing" customers and agents.
The impact personalized customer service has can't be overstated. A phone call or personalized email (this can be a template and/or automated, but should have a hand-written detail or two) will go a long way with your agents and clients.
Spectora reports will guide your clients on next steps and who to call, but you still need to be available for follow up questions. The simple act of letting them know you are there if they have questions will make a lasting impact.