Tag: client satisfaction

Cautionary Tales: Why Buyer’s Regret Skipping Their Home Inspection

April 6, 2021

Most everyone aims to save money where they can, but in some cases saving now will cost you later on. Homebuyers are starting to waive a home inspection in the hopes that they’ll save a few hundred dollars up front. This is a risky choice since you never fully know what you’re getting into. In fact, some folks that bought a home within the last year are realizing that their attempt at pinching pennies is coming back to haunt them. How can you save a homebuyer from potential disaster and keep your schedule filled with inspections? Read on for a few effective selling points! The Speed of Covid It comes as no surprise that COVID-19’s impact on the housing market continues nearly a year later. With so many people relocating for their jobs, some markets saw a high turnover rate with homes and exceedingly low inventory. To expedite the acquisition process, buyers either opted for a virtual meeting to go over an inspection report or skipped it altogether. Those who did forego an inspection are now faced with the possibility of learning the hard way why safety should always take precedence over speed. Not All It Seems Digital tours are

Inform vs. Intimidate: How to Deliver Reports without Scaring Clients

March 23, 2021

By Jon McCreath, NPI, Inc.’s Technical Supervisor & Training Administrator The home-buying process is lengthy and intricate. From searching for the perfect place to finally signing, there are lots of things that have to fall in line. One of those steps is the home inspection and subsequent report that both play a big role in a buyer’s final decision. It’s important to disclose your findings along with any concerns so customers know what they’re getting. But how do you make sure you’re properly informing a client without fully turning them off from a purchase? Negative reputations stick with you. Nobody likes being labeled negatively, as it follows you around and could eventually affect business. Gaining a reputation for turning off buyers and undoing an agent’s hard work is something you definitely want to avoid. It can lead to frustration on both sides and strain otherwise healthy working relationships. While you can work to reverse a less than desirable reputation, it’s better to develop a positive one beforehand. Small, actionable measures show your customers that you’re a professional who cares about them. Properly identify items in your report. How you label an item in your inspection makes a world of difference.

Being Flexible in Your Small Business

March 9, 2021

By Kimberly Stevens, NPI, Inc.’s Marketing Coach Flexibility is a business trait that benefits your customers, you as an entrepreneur, and even your employees. With a landscape that’s constantly changing, it’s important to stay on your toes and adapt for consistent growth. While it can sometimes be hard to change from doing what you’ve always done, being open to new processes isn’t as scary as you might think. Flexible With Customers Being your own boss means that you’re in control of how and when your business operates. Customers certainly appreciate when you go out of your way to accommodate them and make them feel like a priority. Obviously you won’t be able to juggle your schedule all the time, but making adjustments when you can reflects positively on your customer service. Keep in constant contact with your clients to figure out what works the best for both of you. Flexible With Employees A flexible schedule also applies with your employees. They have their own projects and deadlines to meet, which can make coming together for a meeting difficult. Having a good working relationship with your employees can mitigate a high turnover rate. There’s nothing more stressful than having to regularly

Expanding Your Business With Add-On Services

February 2, 2021

By Jon McCreath, NPI, Inc.’s Technical Supervisor & Training Administrator Additional services can be a strong source of income for a home inspection business. They set you apart from your competition and can be a great value to your customers. If you’ve been interested in adding on services to your business, there are a few things to take into account before starting. What to Offer There’s an extensive list to choose from when it comes to add-on services. The good news is you don’t need to master them all. Not all of them will serve your customer’s needs, but having a solid number of choices to pick from is a good starting point. Some examples of services you can provide are: • Pool and Spa• Radon• WDO• Infrared• Mold Determining Demand Before you fully dive into new services, you need to know how popular they are for your market. This might take a bit of research. For starters, you can always ask your agents about what services they see requested the most. Your ability to offer what they most require can translate into an increase in referrals. Second, customer feedback is a great primary source. Keep your ears open for

Keys to Writing a Quality Inspection Report

January 19, 2021

For potential buyers, an inspection report is a crucial part of the process, a sort of roadmap of the property that allows them to make a confident investment decision. That’s why it’s important to make sure you turn over a thorough, well-written report for your clients to review. As you write your inspection report, keep these techniques in mind to create the best experience for your clients. Review Your Notes Rushing anything tends to result in a less-than-polished look, and that applies to writing your reports. Especially when you’re just starting out, it’s important not to worry about hurrying through a property to get to your next inspection. Small typos and larger errors call into question your professionalism as an inspector. With enough practice, you’ll fine-tune your writing and hone your skill so that you’re able to complete reports more quickly. Making your report easy to follow will help your customers better understand their purchase and resolve any doubts they might have. Get Acquainted With Your Software Every inspection writing software is different and has its own unique features. As updates and changes are implemented, it’s essential that you get yourself acquainted with them. When using a tablet, it’s easy

Top 10 Customer Appreciation Gifts

December 15, 2020

By Stepha Vesper, NPI, Inc.’s Marketing Communications Specialist Clients and agents do so much for your business, and showing your gratitude goes a long way in maintaining a strong relationship. A small token of your appreciation makes them feel valued, and they’ll be more likely to recommend your services. Here are a few ideas you can use to keep people coming back. 1. Offer a discount or coupon. More than anything else, people like to save money wherever they can. They may even exhaust every search avenue to find the best deal that also provides great service. A slight markdown on a service you offer will grab their attention. Create a flyer that you can hand out or a post you can share on social media. 2. Give away snack bags. To sweeten the deal with customers and agents, treats are just what you need. They’re a simple and inexpensive option that still shows your customers you’re thankful for their business. Customize your baggies with a thank you note for a more personalized feel. You can also attach your business card that clients can pass along to their family and friends that may need you. These are also perfect to

The Science Behind Brand Consistency

November 24, 2020

By Sydney Arp, NPI, Inc.’s Marketing Specialist & Designer We’ve said it before, and we’ll say it again: Consistency is key when it comes to marketing. It’s true in more ways than one. Consistency on social media increases your following. Consistency in customer service improves your reputation. And consistency in branding earns you more money. In fact, consistent branding across all of your marketing channels is proven to increase revenue by 23%. What is Brand Consistency? Consistent branding can involve anything from the colors you have on your brochures to how you interact with customers. It’s the experience–from start to finish–that you want to give each person, with as little variation as possible. The best way to maintain a steady brand is by establishing your operating principles: identify your core values and develop your company’s mission and vision statements: At NPI, we encourage our franchisees to develop their own mission statements using our organization’s core values of Honesty, Integrity and Professionalism. Once you have these important items established, you can use them as a guide in future decision-making. Whether it’s the way you talk to clients over the phone or the design of your business cards, brand consistency is all

Going Virtual: Why Many are Buying Homes “Blind”

October 21, 2020

By Adam Kiesel, NPI, Inc.’s Digital Marketing Assistant Over the past year, inspectors have adjusted their processes to help ensure client safety and peace of mind. Wearing personal protective equipment and bringing disinfectants to inspections have become commonplace. In addition to precautions taken throughout the inspection process, social distancing measures may still sometimes prevent many agents and clients from opting for an in-person walkthrough to go over report findings. So what does this mean for the future of inspections and how they’re conducted? Read on to learn more. COVID Has Altered BuyingBetween 10-20 percent of Americans under 30 have moved or know someone who has since the pandemic began, either as a direct result of it or due to other circumstances. The housing market remains competitive in many regions, with buyers acting quickly to take advantage of low interest rates. This means that the window of time between the inspection and closing has continued to tighten. More and more employees are also moving to a permanent work-from-home setup, giving them location flexibility. Oftentimes, in this situation, buyers are unable to travel long distances to see a home in person, forcing them to buy “blind.” For inspectors, this makes proper photo

Practicing Proper “Netiquette” in Your Business

October 13, 2020

By Zach Vesper, NPI, Inc.’s Marketing SEO & Marketing Specialist Meeting with clients either in-person or digitally is a large part of your daily operations. Now more than ever before, business owners are learning the importance of video conferencing to stay connected. However, there are obvious differences between speaking directly to someone and looking at a computer or phone screen. Here are a few tips for keeping a clear line of communication. Speak Clearly Just like talking to someone face-to-face, speaking clearly through electronic correspondence such as text or email is important. Remember proper sentence structure, and of course correct punctuation. Run-on sentences and random capitalization make it hard to digest what you’re talking about. Although you may not mean to, this can frustrate a customer that’s unable to decipher your message. Before you hit that send button, read over things one last time to catch and correct any errors. Adjust to Your Audience As an inspector, you want to give your clients the best customer service experience possible. That means working to find a solution to their current problems. While your explanation may make sense to you, your clients could be confused. Technical phrasing and wordy emails may find

5 Ways to Turn a First Meeting into a Lasting Impression

August 20, 2020

By Kimberly Stevens, NPI, Inc.’s Marketing Coach To become a successful business owner means developing strong working relationships with clients, fellow franchisees, business networking groups, contractors and other professionals. Networking comes as second nature for some, but for others, it can be a bit of a challenge. The good news is that making lasting impressions can be learned–it just takes practice, patience and a little know-how. Following these simple guidelines can help you make the networking connections that could transform your business. 1. Carry Business CardsAlways give new contacts a business card so they know how to get in touch! But never rely on your wallet to keep cards in great shape; instead, pick up a pocket business card holder or portfolio pad to keep them neat, flat and dry and to safely hold any cards you collect from others. You may also want to give away sample reports, brochures, pens, notepads or other marketing items. 2. Dress for Success Making a habit of looking well-groomed every day means you’ll always be ready to put your best foot forward. You never know where you might find a great referral. If you know you’ll be meeting new people, your regular inspection

6 Traits To Look For When Hiring A Marketer

November 21, 2023

By Kimberly Stevens, NPI, Inc.’s Marketing & Business Coach Entrepreneurs tend to start off their business solo, or if they’re lucky, they can tap into spouses or family members for help. Eventually, as business picks up and they begin to struggle to keep up with the demand, marketing efforts tend to be some of the first activities that begin to fall off. This situation isn’t all bad, of course! But once a business pulls back on marketing, that inevitably means that they’ll end up missing out on opportunities for further growth – leaving work either on the table for the competition, or leaving would-be clients’ needs unmet. Of course, business owners aren’t simply doomed to fall into this trap! They have options: first, to allow software to take marketing efforts off their hands, such as through scheduled social media posting, recurring email campaigns, or automated review gathering. Once these routes have been explored, though, it’s time to face the facts. It’s time for some extra help. Inviting a new voice into a small business can be incredibly exciting, and somewhat terrifying at the same time. After all, a bad hire could result in a time, effort, and money investment loss

5 Cost Effective Marketing Strategies For Small Businesses

November 14, 2023

By Sydney Bailey, NPI, Inc.’s Marketing Director Seasoned business owners know that every industry experiences ebbs and flows. There are times when the phones are constantly ringing and the calendar is packed. On the flip side, there are stretches where work is more scarce. It’s often during the slow seasons where cutting back on expenditures is a natural impulse, but business owners should be careful not to handicap their marketing efforts. Marketing is critical for reaching new clients and keeping your business top-of-mind for your established referral sources, so you should be hesitant to cut your marketing spend when business is down. With that said, there are ways you can be more intentional with your marketing budget. If you find yourself limited on funds, here are a few cost-effective marketing strategies worth exploring. Refine Your Communication SkillsStanding out from your competition is critical when business slows down. For some owners, explaining to prospective clients exactly what sets their business apart can be difficult. While effective marketing and networking can make your phone ring, it won’t do much good if the person answering the call doesn’t conduct themselves with enough confidence to actually book the job. With this in mind, business

Key Steps For Managing Your Work Vehicle As A Home Inspector

November 7, 2023

By Jon McCreath, NPI, Inc.’s Technical Supervisor & Training Administrator When imagining life as a home inspector, naturally one’s mind jumps to the on-site experience of gathering photos of a house’s interior and landscape, as well as maybe climbing onto a roof or roaming through a crawl space. What people who haven’t actually been a home inspector may not realize is that a surprisingly large amount of our time is actually spent in the car, traveling between locations, especially if you’re an inspector that serves a larger or mostly rural region. Keeping your work vehicle looking sharp and in working order is crucial to running a professional, successful property inspection business. Although you may have a great system already in place, here are a few reminders about how to take care of your mobile property inspections headquarters! The Importance of Vehicle MaintenanceKeeping a consistent routine of vehicle maintenance and servicing appointments scheduled should be a normal piece of your business’s expenses each year. While it may seem obvious, if an inspector’s vehicle breaks down or is delayed on the way to a job, their entire day’s schedule could be thrown off. Emergencies happen, of course, but changing plans at the

Marketing Insights: The Importance of Finding Your Audience

October 31, 2023

By Zach Vesper, NPI, Inc.’s Senior SEO & Marketing Strategist Any experienced marketer, when speaking about how to grow a business and reach long-term goals, will preach on how important it is for a business to find its audience. For many business owners, this might sound a little strange. After all, shouldn’t entrepreneurs be looking to find as many clients or customers as possible in order to convert on leads and maximize their sales? Of course this is true! But this doesn’t mean that the best marketing strategy is to speak to everyone all at once. Imagine you’re making a speech in a massive auditorium. For most people, the more people there, the more difficult it will be to capture everyone’s attention. If too many people are there, the audience further in the back will struggle to see you, and even the most expensive sound equipment will start to fail, leaving your message completely unheard to many. In the same way, marketing to a massive audience tends to be expensive, and a business that chooses to market in this manner can often see their message lost, becoming indiscernible as it competes with too many other businesses for attention. Instead of

Got Your Six: The Veteran’s Guide To Re-Entering The Workforce

October 24, 2023

By Sammi Marcellus, NPI, Inc.’s Recruitment Coordinator Enlisting in the military is a great opportunity for many to learn practical, real-world skills, all while serving their country. With that said, many struggle with making the move from the structure that military life provides, to the seemingly chaotic nature of being a civilian. Finding a career that’s fulfilling while also featuring these same benefits of a position in the military can be a tough ask, but that doesn’t mean veterans should be caught with application paralysis. Veterans looking to find a good job fit for themselves should recognize their strengths and the challenge ahead. To move forward with confidence, here are just a few notes to consider when pursuing the next chapter. Acclimate to Civilian LifeOne major struggle that Veterans experience upon transitioning away from the military is their daily schedule. In the military everyone has a specific job and their days are planned out extensively for them, which frees them up to focus solely on their duties rather and reduces the need for self-management. In the majority of civilian workplace settings, this strict schedule is gone, which can be jarring for many to adapt to. Veterans should decide early on

How Celebrating Holidays on Social Media Can Benefit Your Business

October 17, 2023

By Stepha Vesper, NPI, Inc.’s Senior Marketing Communications Strategist As your business grows, building an audience online can quickly become a strong stream for new leads and an opportunity to set yourself apart from your competition. In our previous article discussing how to use pictures to boost engagement on social media, we talked about how varied content is important for businesses that want to improve their performance online. While this is a great goal in theory, coming up with a consistent stream of unique content is tough. That’s why if you haven’t jumped onto the holiday post train yet, now is the time to start! Holiday posts are a great way to capitalize on current events in a way that breaks up your regular social media schedule. For some extra inspiration before the holiday season really kicks into gear, here are some things to consider when it comes to posting during the holidays! Choose Which Holidays to HighlightCapitalizing on a holiday on social media isn’t as simple as looking at the next one on the calendar and making a graphic to accompany it. Ideally, owners and social media managers should take some time to think about why their business has

Tips for Delivering a Bad Inspection Report

October 10, 2023

By Jon McCreath, NPI, Inc.’s Technical Supervisor & Training Administrator There’s a reason why “don’t kill the messenger” is such a commonly repeated phrase. Delivering bad news is a tough position to be in, especially when someone is caught blind-sided by the message. Even though you may have not been the cause of the situation, you were the one that disrupted the status quo. Whether fair or not, the one that delivers bad news often becomes the villain, and no one wants to be the villain. Home inspectors are frequently caught in the awkward position of needing to deliver information that clients probably don’t want to hear. The truth of the matter is that issues and defects in homes would exist whether the inspector discovered them or not. It’s only through a thorough home inspection that buyers can make their biggest investment with confidence. For property inspectors, delivering bad news in a calm and courteous manner is a skill worth building. Start by setting the right expectations. Don’t Hide from the ReportMany negative reactions from clients can be curbed through establishing a proper understanding before the inspection even begins. Inspectors know very well that no home is perfect, but sellers

Getting the Most Out of Networking Events

October 3, 2023

By Kimberly Stevens, NPI, Inc.’s Marketing & Business Coach There’s a lot that goes into growing a small business, between learning the industry, making smart connections, and keeping up with the newest innovations. Naturally, this means that networking events can be a valuable opportunity for entrepreneurs to get their foot in the door and truly elevate their business. Any time a business owner can get themselves into a room where they are surrounded by other like-minded industry professionals, they have a chance to learn new strategies and techniques that can take their business plan to the next level. Unfortunately, many find networking events to be lacking as they struggle to make meaningful connections. Whether spending time at a convention, giving a presentation, or attending some other industry event, sometimes it can be tough to see immediate returns on your time and energy. If you’re looking for some strategies on how to capitalize best on networking events, give this process a try! In so many ways, successful businesses are built on relationships. Here’s how you can more reliably make a good first impression. Take Some Time to PrepareAs with most things, good preparation is the best way to set yourself up

How to Prepare Your Business for Your Vacation

September 26, 2023

By Michael Trimble, NPI, Inc.’s Content Marketing Coordinator Small business owners take so much pride in their work, it can be hard to take even a short break. The risk of losing momentum, missing out on business, and potentially damaging valuable relationships keep small business owners from taking a vacation–some go years and years without a break. While these concerns are valid, many may not realize that they are missing out on a necessary reset by forgoing an extended holiday. The truth is everyone needs a physical and emotional break from their work. Plus, new experiences and a broader perspective can provide much-needed creative energy to entrepreneurs. If you’re nervous about how to handle an upcoming vacation, here are a few actions you can take to ensure your break goes off without a hitch! Notify Your Clients (and Share Your Experience!)If you are your only employee, vacations mean that your business can’t do much without you. To keep any consistent referral sources or clients from being surprised, it can be smart to send out a notification in advance. Whether through an email blast or a few phone calls to associates with established relationships, offering a heads up is sure to

What to Research Before Becoming a Home Inspector

September 19, 2023

By Celeste Black-Harr, NPI, Inc.’s Recruitment Coordinator There are plenty of attributes that draw those with an entrepreneurial spirit into the home inspection space. Whether it’s the opportunity to own a business, innovate within a market, or control a personal schedule, many look to the prospect of being a home inspector as the answer to their career goals. The only issue is that, with the wealth of information there is out on the internet about how to get started as a home inspector, it’s easy to get overwhelmed. Owning a successful home inspection business begins with asking the right questions. How can I be sure that my business will be profitable? What business model should I choose? What hours should I list for my business? No two businesses are the same, and while there isn’t necessarily a cookie-cutter model for success, there are a few places worth starting before getting caught up in the minutiae. With this in mind, here are some important areas of research from which every prospective home inspector would benefit. Check Out Your State WebsiteThe first step of becoming a home inspector should always start with nailing down an area of operation and reviewing that state’s