1. Prevention
1.1. Expectation Management From drive way speech to written report, we must always be setting realistic expectations. This includes buyers, sellers, agents and vendors.
1.1.1. Prior to the inspection
1.1.1.1. Confirmation email sent to inform them of sop
1.1.1.2. Allows client to read/sign agreement
1.1.1.2.1. Inspector will refer to this with client on site.
1.1.2. .
1.1.2.1. On site with the client
1.1.2.1.1. Setting realistic expectations during the inspection. Driveway Speech
1.1.2.1.2. Clients who stay engaged throughout your process are far less likely to complain.
1.1.2.1.3. Drive Speech
1.2. During the inspection
1.2.1. Tell the client about limitations, photograph or video them and put them in the report summaries, especially when client is not present! https://www.youtube.com/watch?v=VjJv02JtBRE&feature=youtu.be
1.2.1.1. On site consultation - Video Review
1.2.1.1.1. Documents your thoroughness and consultation with your client.
1.2.1.1.2. Example: https://www.youtube.com/edit?o=U&video_id=HG-8BsIqj7c
1.3. Report writing matters- it is the core of what protects you!
1.3.1. Disclaimers and SOP links
1.3.1.1. A quote from Joe Ferry "Can you have so many disclaimers in your report that they lose effectiveness? The reader’s eyes glaze over. Have you ever purchased a step-ladder? You spend your first hour of ownership removing warning labels."
1.3.2. Explicit limitations ( Limitations summary)
1.3.2.1. Video of components in working order YouTube
1.3.3. Relevant Attachments
1.3.3.1. When Things Go Wrong Covers concealed problems, no clue, contractor's advice-why didn't we see it.
1.3.3.1.1. Older Home Common Finds
1.3.3.1.2. Nice to refer client back to the report.
1.4. Educate The Agents
1.4.1. WTGW is great for most unrealistic expectations
1.4.2. Most are clueless and only recommend an inspection to reduce their own liability
1.4.2.1. Do lunch & learns. CE classes to help educate them about what a home inspection is/isn't.
1.4.2.1.1. Presentation/Topics: Secrets to a happy home inspection Referral Liability When Things Go Wrong
1.4.3. Social Media Groups
1.4.3.1. AIM Closed Inner Circle Agent Group Facebook
1.5. Multi firm
1.5.1. Claims fund
1.5.1.1. X amount per inspection
1.5.1.1.1. Set cap and refund overage at end of year as bonus.
1.5.2. Incentive pay
1.5.2.1. Requested,
1.5.2.1.1. 5 Star review,
1.5.3. Advice for 1 man shops
1.5.3.1. $5,000 kitty
1.6. Closing the home and completing the order
1.6.1. Checklist
2. Handling a complaint
2.1. DO NOT LET THEM MAKE YOU DEFENSIVE, CONTROL YOURSELF!
2.1.1. Focus the anger to ask questions and get the information you need to make an informed decision about your inspector's performance
2.1.1.1. He who asks questions controls the conversation
2.1.1.1.1. Questions help control dialog and get the information you need to solve the problem
2.2. Dealing with people's emotions can be hard
2.2.1. Always be empathetic and apologize for the situation (or sorry your feel this way) Let them know you are listening
2.2.1.1. Listen- Understand their feelings and reflect them back
2.2.1.1.1. Until they calm down, they won’t hear you
2.2.1.2. If needed, ask have I done something personally to upset you? Id like to be part of the solution.
2.2.1.2.1. This can force the irate client to think about their behavior and shift from right brain to left brain where they can begin to listen and rationalize
2.2.1.3. Thank them for their feed back
2.2.1.3.1. We really appreciate you taking the time to let us know about this. It's important that we are made aware to avoid the same incident in the future.
2.3. EX: We're so sorry to hear your having this experience. We know there is nothing worse than moving into your new home only to find problems you feel should have been in your inspection report. Please know that getting to the bottom of this is just as important to me as it is t you.
2.3.1. Here you have addressed the anger head on and not in a defensive way. Avoiding being lured into the anger and responding in a like manner and adding fuel to the fire.
2.3.1.1. Remain neutral, do not give them what they want (An argument).
2.3.1.1.1. Remaining calm and neutral can allow you to gain control
2.4. Try to communicate via email so EVERYTHING is in writing and dated.
2.5. Reflect and summarize back to them
2.5.1. Be sure you both understand what the problem is and what they want.
2.6. A formal complaint process can be crucial to achieving a positive outcome and even more critical to reducing your liability!
2.6.1. Explain your procedure and give them time to respond by completing the request for review form
2.6.2. Let them know you want to help and to ensure the best results, you have a procedure to follow This can be seen as a real positive
2.7. Send them to the review request page
2.7.1. Resist immediately responding without understanding the complaint from your clients perspective
2.7.1.1. Sherri & I often role play to see the clients side
3. Client complaint form
3.1. Send them to your Request for review page or send as attachment
3.2. While the request is being completed, you have time to review everything before responding.
3.2.1. Completed Form
4. Documentation
4.1. Document EVERYTHING!!!
4.1.1. The ISN provides great tools for this with CSI and the phone log
4.1.1.1. Log A Call Date the sequence of ALL events and ALL conversations
4.1.1.1.1. ISN Customer service inquiry
4.1.1.2. CSI Report
4.2. Staff Scheduler Complaint SOP
4.2.1. Scheduler sends CSI process form to management
4.2.2. Remove from all campaigns!!!!
4.3. Scheduler documents and sends Report review request form ( Complaint link) to client to be completed
4.3.1. Draft a professional template and send the client to your request for review page. Receiving this email directly after the call
5. Resolution
5.1. Find their solution
5.2. Keeping a customer is just as important as adding new ones.
5.3. Each complaint is different but all who complain have the need to feel valued and vindicated
5.4. Allowing a client to talk to a higher authority often gives gratification and the feeling of being somewhat vindicated.
5.4.1. Allows them to vent without going public.
5.4.2. Survey link
5.5. No solution found
5.5.1. Claims intercept
6. Negative social posts
6.1. Today's savvy consumers rely on the opinions of others before deciding who to choose.
6.2. In order to manage reviews, we have to be aware of where our clients are posting and what they are saying.
6.2.1. Monitoring tools are the best way to make this happen. Social Mention is free and most others are affordable
6.2.1.1. Set up Google Alerts to send you email alerts.
6.2.1.1.1. Some Social tools such as Hootsuite or Sprout Social also have built-in monitoring capabilities..
6.3. We all know negative reviews can impact our business and drive down our listings on review sites.
6.4. What to do when this happens
6.4.1. Responding quickly demonstrates you care and respect their opinion.
6.4.1.1. A quick response increases the chance of turning a bad review into a good one.
6.4.1.1.1. Responding quickly and professionally demonstrates, to the public, your desire for customer satisfaction.
6.4.2. Clients that post negative reviews may not intend to be slanderous.
6.4.2.1. Statistics show that millennials feel obligated to share their experience.
6.4.2.1.1. The positive take away is these reviews may help us identify our weaknesses and help us improve our service.
6.4.3. A negative review, especially one that expresses uncontrolled anger can quickly lead to an even worse response
6.4.3.1. Never respond with negativity. No matter how difficult, Thank them for their feedback, express your desire to resolve any concerns and ask for the opportunity to speak with them personally.
6.4.3.1.1. Depending on the problem, taking the conversation off line by replying through email or a personal phone call may be smart. Some on line services will allow the business owners to communicate via email. Once the issues has been resolved, you can post your comment for the public to see.
6.4.3.2. As crazy as it sounds, the truth is, negative reviews appear can contribute to building trust, rather than diminishing it.
6.4.3.2.1. If every review is a five-star ratings, it appears suspicious, giving the impression they are not real or not posted by real clients.
6.5. The best defense? Collect endorsements at every opportunity.
6.5.1. The key is to drive down negative posts by asking happy clients to leave reviews.
6.5.1.1. A raving review adds to your defense if the client is disgruntled later.
6.6. Ways to invite/entice clients to leave a review.
6.6.1. Ask. Many folks fail to simply ask. Make it a part of your introduction or closing conversation.
6.6.2. Provide clients with short url's to place endorsements on the sites you need to promote.
6.6.3. Place icons or links in emails, news letters linking to review sites or your website.
6.7. The best time to ask for a review?
6.7.1. During drive speech
6.7.2. When they are most satisfied.
6.7.2.1. After reviewing findings or during follow up after service.
6.7.2.1.1. The power of video! morgan