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Customer Survey for Home Inspectors to Provide to Their Clients
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In stock
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1. It limits your liability.
Often a
dissatisfied client will describe your services to his/her agent, or
worse... to a judge, much differently than the truth. Procuring and
maintaining a copy of this survey will bring them back to earth, so to
speak. It is a nice document to have to present to a complaining agent
and can often end a legal action all by itself. It is the next best
thing to a deposition.
2. It alerts you to weaknesses
in your service.
Often a client is too shy to complain to you in person about your
service, or worse... complains only to the agent who referred
you. Providing this survey offers your client a way to express his/her
dissatisfaction while you are still on the inspection site and can do
something about it. Customer feedback is necessary to improving your
service.
3. It reminds your client that
you don't have X-Ray
vision. It is important to explain to your client that a home
inspection can't reveal every defect that exists, or will ever exist, in
their new home. This Survey works in conjunction with InterNACHI's
Agreement (between you and your client) in that it again reminds them of
this fact.
4. It suggests that your
client may wish to order
ancillary inspections. Some InterNACHI members offer
additional inspections such as WDO, radon, water quality and mold... for
additional fee of course. This Survey reminds them to ask about other
services you might offer.
5. It grants you written
permission to discuss the report
with others. And even more importantly, you can point to this
document when a seller's agent demands a copy of the inspection report
by saying: "I'm sorry, my client has given me written orders not to
share the results of his/her report with anyone."
6. It lets your client know
you care about his/her
opinion. Everyone likes being asked.
7. It helps you get you more
work. By sending a
copy of of the flattering Survey back to the agent who referred you, you
remind that agent to refer you again.
And, if you provide your client with a
copy of a home maintenance book (such as the
one below), you drastically reduce your liability.
A message from Attorney Joe Ferry, General Counsel to InterNACHI and REALTOR:
Client Satisfaction Surveys have
been shown to have manifest business development advantages for the
business that conducts them. Satisfaction surveys appeal to a customer’s
desire to be coddled and reinforce feelings that they may already have
about the business conducting the survey and make them more likely to
purchase its products or services.
Surveys can also increase people’s
awareness of a business’s products and services and thereby encourage
future purchases.
There is also an effect that is quite below-the-radar. The very act
of asking clients about their opinions can induce them to form judgments
that otherwise might not occur to them: that, for example, they really
do like your inspection services and ancillary services and would not
hesitate to recommend them to others.
In addition, the Client Satisfaction
Survey also provides a factual record of the client’s version of events
surrounding the inspection in the relevant time frame, thus inhibiting
the client’s ability to change his story to fit the circumstances of a
later claim.
Home
Maintenance Book
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