Working RE Home Inspector - Issue 14

Now Reaching Over 25,000 Inspectors in Print and Online—Get the latest news at workingre.com

Home Inspector Working RE

Fall 2020, Volume 14

HOME INSPECTOR RISK MANAGEMENT Sending Letters to Realtors The Painter Made It Rain Human Being Business Building Stronger Relationships

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Working RE

6760 University Ave #250 San Diego, CA 92115

Home Inspector Working RE

Published by

Fall 2020, Volume 14

From the Editor

by Isaac Peck, Editor

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Readers Respond

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Home Inspection Risk Management

by David Brauner, Senior Broker at OREP

Sending Letters to Realtors

by Ian Robertson, Inspector ToolBelt

The Painter Made It Rain

by Tom Feiza, Mr. Fix-It, Inc.

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Building Stronger Relationships

by Bill Compton, Inspector Call Center

Human Being Business

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By David Brauner, Senior Broker at OREP

Offering Additional Services as a Home Inspector

by Lee Eckroth, MajorDomo

Problems by Age of Construction

by Reuben Saltzman, Structure Tech

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Third-Party Indemnification: Think Twice

by David Brauner, Senior Broker at OREP

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InspectorAdvisor.com: Taking Proper Photos

by Jerry Peck, InspectorAdvisor.com

Professional Marketplace

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Mission

Publisher

Working RE

Working RE Home Inspector is published to help home inspectors build their businesses, reduce their risk of liability and stay informed on important technology and industry issues.

David Brauner: dbrauner@orep.org

6760 University Ave, #250 San Diego, CA 92115 (888) 347-5273 Fax: (619) 704-0567 www.workingre.com

Published by OREP Working RE is published by OREP, a leading provider of home inspector insurance nationwide. OREP has a low cost, broad coverage E&O and GL p olicy. Coverages available include radon, infrared, termite, pest/rodent, lead paint, mold, septic, and more.

See inside front cover for more or visit OREP.org today!

OREP–Organization of Real Estate Professionals Insurance, LLC. Calif. Ins. Lic. #0K99465

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Working RE Inspector Fall 2020

Editor Isaac Peck: isaac@orep.org

Assistant Editor and Designer Ariane Herwig: ariane@orep.org Working RE Home Inspector is published tri-annually and mailed to home inspectors nationwide. The ads and specific mentions of any proprietar y products contained within are a service to readers and do not imply endorsement by Working RE. No claims, representations or guarantees are made or implied by their publication. The contents of this publication may not be reproduced either whole or in part without written consent.

From the Editor

Glass Half Full

by Isaac Peck, Editor

Have you ever heard the saying, “it’s just one of those days…”?

Well, I don’t know about you, but this year is starting to feel like just one of those years, right?

Here on the West Coast, just as the COVID-19 pandemic restrictions began easing up and we got the slightest glimpse of normalcy, a series of fast-burning wildfires sprang up and so far have burned more than five million acres across California, Oregon and Washington—smothering many of our cities in what newspapers are now calling the “dirtiest air on the planet.” My uncle actually had his machine shop burn down in the mountains up in Auberry, CA just last week, with the local authorities estimating that power will not be restored to that particular area until the end of this year. Yikes!

Wildfires or not, I think we’ve all faced our fair share of struggles, setbacks, and uncomfortable changes this year.

When I start feeling down, I try to remember one of my favorite quotes: “Maybe heaven is just a new pair of glasses.” I don’t think you have to be religious to appreciate it either. The point is that so much of how we experience life is tied to our perception of events and what we choose to focus on.

If I choose to focus on “If I choose to focus the negative, then that’s on the negative, then the kind of day (or year!)

I usually end up having. that’s the kind of day So practicing gratitude is (or year!) I usually something I come back end up having.” to—I still have a lot to be thankful for. Sure, there’s been a fair share of trials and tribulations this year, but there’s also been a number of personal and professional “victories” too. Progress has been made and lessons learned. As cheesy as it sounds, there is a “bright side” and I try to never lose sight of that. Today, I choose to see the glass as half full.

I wish the same for you. And I hope this issue of Working RE Home Inspector helps you and your business prosper and thrive in the months (and years!) ahead. Let’s get back to work! WRE

PRODUCE BETTER REPORTS

Readers Respond Inspecting the Wrong House It happened to me once. Not my fault, though. The Realtor sent me the wrong listing info. He attached the MLS listing to an email requesting the inspection. But it was the wrong home. So there I am starting the inspection walking the exterior and wondering why there wasn’t anyone there.

Then I get a call from the upset Realtor wondering why I was late. He soon became a very embarrassed Realtor. We all had a good laugh about it later. It happens. But I will never let him forget about it. —Greg Swank I’m a home inspector in Washington D. C. One of my competitors inspected the w rong house totally on the other side of town, and I ended up per forming the real inspection; it worked well for me. —Dean McCleve

Coronavirus (COVID-19) Inspector’s Discussion and Resource Page In Alabama the housing industry is still ranked essential.

We are wide open. However, I have taken a course on InterNACHI to certify my inspectors as COVID-19 aware.

We take specific precautions in an inspection. —Tommy L. Marr Here in Tennessee it is business as usual. Home Inspectors are considered essential business as a part of the real estate transaction. I use a lot of gloves, disinfectants, shoe covers, face masks and prayer. —Tim Fuller

Home Inspector Sued By the Seller This is an apparent problem in my state where the inspectors have spouses as agents. The inspectors count on those referrals as a “feeder system,” not realizing it is a violation of their Code of Ethics regarding avoiding conflicts of interest or activities that compromise, or appear to compromise, professional independence, objectivity, or inspection integrity. —Steve Miller WRE

- Get the skills you need to create reports that impress your clients and showcase your expertise! The Book of Phrases has over 6,000 phrases and comments compiled by seasoned home inspectors. Plus, learn how to disclose and disclaim items so that you limit your liability without upsetting your clients. Visit WorkingRE.com; search “Book of Phrases.” OREP Members save $30 on the book.

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Working RE Inspector Fall 2020

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Home Inspector Risk Management

by David Brauner, Senior Broker at OREP

Most of us don’t think about “risk” too often in our day-to-

day lives (thank goodness!). But as professionals, part of our focus must be on risk and our potential liability, if we want to insulate ourselves and our families from catastrophic loss. No one wants to lose gains earned from many years of hard work.

As an insurance professional, I think about risk all the time— my own and my client’s. We call the insurance protection specifically designed for the work we do as professionals errors and omissions or professional liability insurance. Doing our professional work, or driving our cars for that matter, presents a risk—we pay insurance to help us manage it. And as I’m fond of saying, no one likes insurance until they need it.

At OREP we sell a program of E&O insurance specifically tailored for home inspectors, shaped over my 25 years of experience in this profession. We also publish a national magazine, that you are likely reading right now, to help all inspectors flourish—Working RE. We help OREP insureds further when a complaint happens by working with the claims professionals to review its merit and respond accordingly. And we provide risk management services to help our insureds avoid trouble in the first place—that’s what this story is about.

Your job is not easy: it takes thorough inspecting, careful report writing and prudent verbal communication to avoid complaints and claims. Some version of this is true for most professionals but particularly challenging for inspectors, in my opinion, because homeowners confuse your services with a home warranty or guarantee—which of course it is not. That’s why just a few insurance carriers choose to write coverage for inspectors. And if you’re an old-timer like me, you know there are many more choices today than there were 25 years ago.

OREP has just completed a semi-annual review of our book of business. Here are some significant and preventable claims we’ve seen against inspectors over the last 12 months with some insight on how you might avoid trouble.

Be Careful Estimating Remaining “Life” We recently defended a claim where a home inspector indicated that the roof appeared to be “new and professionally

Lock-down selfie (week four).

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David Brauner is Senior Broker at OREP, a leading provider of E&O Insurance for home inspectors and other real estate professionals in 50 states (OREP.org).

He has provided E&O insurance to home inspectors for over 25 years. Contact him at dbrauner@orep.org or (888) 347-5273. OREP–Organization of Real Estate Professionals Insurance, LLC. Calif. Lic. #0K99465.

Working RE Inspector Fall 2020

installed within the last five to seven years,” adding that the roof should “last another 20 plus years” if properly maintained.

This statement, and any other statement that attempts to estimate the current age and/or remaining life of a roof or any other property component, is risky and ill-advised.

In this case, the roof was actually over 20 years old and needed to be replaced within months of the buyers moving in! In less than a year after moving in, the buyers of the home had filed a lawsuit alleging violations of the state’s consumer protection act, negligence, and breach of contract.

Ian Robertson, a veteran home inspector and contractor who also teaches home inspection courses in New York, says that this is a mistake that home inspectors make often. “I teach a liability course for home inspectors alongside an attorney here in New York,” Robertson said, “Invariably, we find glaring issues like this where the home inspector will state how new they think the roof is and estimate that it should last five to 10 years with proper maintenance. This is dangerous and is like adding flowers and bouquets to your report, when what you really should do is write down what you can see with your visual observation and move on.”

Some courts in New York have even taken issue with present tense verbs, such as “appears,” Robertson reports. “Some of the courts here have found that the present tense can be perceived as a guarantee, so we always write in past tense: ‘The roof appeared to be functional.’ Don’t make things up. We are not engineers and we are not specialists. We perform a visual inspection, we recognize defects, we report what we see, and we refer a specialist if necessary. Once you go outside of that, you’re asking for trouble,” warns Robertson.

This extends to property components that have a manufacturer’s sticker on them. “If the AC unit or water heater has a sticker showing the manufactured date, I’ll write: ‘According to sticker on side of equipment, the MFG date was 2019.’ This is because I’ve seen where the seller switched out the stickers for entire HVAC system and it brought a world of trouble for the home inspector and everyone involved in the transaction. You don’t know how old components are. Your job is to report what you see,” Robertson says.

As a professional home inspector, it’s not your job to report the precise age of a property component, much less predict how long a particular item will last. As a professional home inspector, you are not a fortune teller and you should avoid making future-predicting statements about how long a particular component will last. It is ok to say that a property component appears to be in good or even excellent condition, or that it is nearing the end of its life, but if you don’t know for certain how old it is, don’t guess. And don’t try to predict its remaining life—you don’t want to take on that liability.

Take Pictures Taking abundant digital pictures during a home inspection is now the norm in the profession—and for good reason. Many times it’s a home inspector’s best (and only) defense. Many insurance carriers require that you include digital photos in your reports—that’s how important a tool it is for risk management. The old adage that “a picture is worth a thousand words” is definitely true for the home inspector.

Why are pictures so important? Because pictures establish both the condition of a particular property component as well as what was visually observable on the day of the inspection. We have seen claims where new homeowners begin tearing out walls or pulling up flooring after moving in, only to find water damage or an active termite infestation. But does the inspector have pictures of the floor or of the walls to demonstrate there were no visual cues at the time of the inspection? Remember that a home inspection is a non-invasive visual inspection. You are there to report on what is visually observable at the time of the inspection. If you have photographic evidence that no defects were visible when you did the inspection, it is much harder to prove that you are negligent, in many instances.

Another reason pictures are so valuable is that they can establish what you did or did not do. Take for example a home inspector who fills up a bathtub and then drains it. The inspector may later face a claim that they failed to turn off the water before leaving the property. But if the inspector has pictures (or video) of the bathtub being filled and draining/drained, this provides strong evidence that the inspector did not leave the bathtub running. This type of scenario also highlights the importance of having date/timestamps on the photos you take. The date/ timestamp feature can be enabled in most smart phones and cameras with minimal effort and it is highly recommended as a risk management tool.

Foundation This is a part of your inspection where you want to be extra careful. Foundation defects can be very expensive and you want to be careful not to just mark the foundation as “satisfactory” and move on. Foundation defects can be subtle and easy to overlook—with sellers sometimes deliberately concealing or restricting access to vital areas.

The most common signs of foundation defects include: • Sloped or uneven floors.

• Cracks in the exterior foundation, interior or exterior walls, moldings, or interior tiles/flooring.

• Difficult to open or close windows and doors.

• A sagging roof.

If any of the above are present, this is a warning sign that something may not be right with the foundation. A recent foundation claim involved footings and support beams that were missing— probably a builder’s error. In this particular claim, there was notable sloping in the floor that the inspector failed to report.

One of the easiest ways to check for an uneven or sloping floor is to place a tennis ball or marble on the floor and see if rolls.

I know, old school. But this is a useful technique that you can perform before you inspect the basement or the property’s footings, as it can provide some warning sign that a problem might exist. Be sure to include this finding in your report.

Likewise, if you notice cracks in the foundation, be careful to include them in your report. Include a photo of the crack and recommend an additional inspection from a structural engineer. You do want to protect your client and yourself.

Inspectors can’t see through walls or floors, but it is prudent to pay special attention to the potential warning signs for foundation defects. We encourage OREP insureds to make sure they have proper training and education on foundations so they can competently assess the foundation’s integrity and report it or recommend additional inspections accordingly.

Mold and Water Damage Mold and water damage claims are frequent and can spell serious trouble for home inspectors. For those inspectors who actually offer mold testing services, it is helpful if the reports generated by the lab provide plain-English explanations to limit confusion. The more support and information the lab can provide, the less you are involved trying to interpret or translate results. Difficult questions are best referred to the labs.

One of the upsides if you do perform mold testing is that if a client declines the mold upsell, you can have them sign a separate waiver that confirms they are declining the test and that your inspection specifically excludes mold. This provides an extra layer of protection for you because the client was offered the service and is on record as declining it—making it harder for them to bring a claim against you for mold damage down the road. This approach can be used for other services you offer as well, such as radon, sewer scoping, and more. It can be complex because oftentimes the mold problem is a result of water intrusion, which can be brought as a separate claim.

It’s important to set expectations with your clients that you are not performing a mold inspection if you are not. Many inspectors are cautious about even including the word “mold” in their reports. If you haven’t been trained to identify and test for mold, then how can you be sure the black fungus growing underneath the kitchen counter is mold? You can’t, so don’t. page 8 8 Working RE Inspector Fall 2020

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7page 7 If you don’t test for mold specifically, we recommend that you include a clear disclaimer in your inspection agreement, in larger typeface and bold, advising the client that you are not performing a mold inspection and that you recommend a separate mold inspection be performed by a qualified mold inspector. Ideally the client would initial this clause in your inspection agreement when executing the document, along with others such as the limitation of liability section. If you don’t inspect for mold, check with your insurance agent whether your policy includes incidental coverage. If you do test for mold, you should have training.

of a home inspection: a non-invasive visual inspection. A good rule of thumb for your home inspection, as well as any ancillary services you offer, such as sewer inspections, is to not perform invasive procedures in your inspection. If invasive procedures are absolutely necessary for you to adequately perform your inspection or ancillary service, you must get the seller’s agreement in writing, and any risk of property damage should be acknowledged and accepted by the seller. If you find yourself prying, yanking, hammering, or cutting anything in the course of a home inspection, please pause and reflect on this advice.

Of course, your job is to say something if you see something, right? Visual signs of water damage, water staining, or the growth of fungus or organic material must be clearly identified in your inspection report and backed up with supporting photographs. The homebuyer will often allege that such items were present at the time of the inspection and that you failed to report them or dismissed them verbally. Having clear language in your report and photographic evidence to disprove those allegations is a great first line of defense.

Testing Things Be careful when you’re testing the home’s water, turning appliances on and off and if you unplug anything. Leaving the water running, an appliance turned on (like an oven or stove), or disconnecting key home systems can quickly lead to liability headaches.

Limitation of Liability Unless your state law specifically prohibits it, it is recommended that you have a limitation of liability (LOL) included in your pre-inspection agreement. Such clauses limit the client’s damages to the refund of the inspection fee, regardless of the actual damages caused. In many cases, this can mean the difference between a quick resolution of a claim, with a refund of the inspection fee, versus protracted and costly litigation.

While limiting liability in this way is not possible in all states, in can be an important and effective way to manage risk. Even if a potential claimant may be able to get it thrown out of court, having it as part of your agreement can help to diffuse a dispute.

Every pre-inspection agreement should also contain a severability clause, so if one part of the agreement is found to be unenforceable, the rest of the agreement must still be honored.

Don’t Break Anything Duh, right? This one should go without saying but it’s not always so obvious ahead of time. I hope this jumps to mind if you find yourself in a situation similar to the following.

One claim we reviewed recently involved an older home with cast iron plumbing. The inspector was per forming a sewer line inspection and had to break the cleanout cap in order to get access to the sewer line—a plumbing practice he argued is common for old sewer lines. The inspection revealed root intrusion and a cracked sewer line. However, the seller quickly claimed that the inspector had caused the damage to the entire sewer line by hammering on the cap. The sellers then claimed that repairs were needed to the branch and main sewer lines, that a new cleanout had be installed, and of course, the home inspector should be held responsible and pay for it.

Thankfully, with the help of an ethical plumber/consultant and our team of claims professionals, the seller saw reason and accepted the home inspector’s replacement of the sewer cap.

But this is a good example of why you want to be extremely careful if you are tempted to deviate from the central definition 8

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One recent situation involved an inspector who tested a sump pump at a vacant house and found that it would not turn off after he turned it on. He subsequently unplugged it because he had safety concerns. But he did not tell the seller about it. Following heavy rains within days of the inspection, the seller blamed the inspector for unplugging the sump pump and causing the basement to flood. The seller insisted that the sump pump was working and pumping water at the time of the inspection and that the basement flooded specifically because the inspector unplugged it. Because the house was vacant, no one noticed the flooding until it was too late.

If you do need to disconnect or unplug anything, tell the seller and/or seller’s agent about it in writing immediately.

These types of incidents can be resolved much more amicably if there is clear communication from the inspector about what was done and why. If you can’t leave the property just as you found it, you need to communicate that ASAP to the seller and/or agent. I remember one claim years ago where an inspector was accused of leaving a porch light on, which caused a fire that burned down the vacant house (it was claimed a nest caught fire). This inspector let his policy lapse and had no coverage, so I never heard how that turned out. And this brings up an important point: all home inspector policies work this way—if you let your policy lapse there is no coverage for prior inspections (search “Claims Made” at WorkingRE.com for more on this if needed). So, renew your insurance before it expires if you plan to continue inspecting, and if you are retiring, ask your agent about tail coverage. It is gut-wrenching to realize you aren’t covered when you need it and it’s an easily avoidable mistake.

Notes on COVID-19 It’s the elephant in the room these days. I’d be remiss not to mention some of the risks involved when inspecting during the COVID-19 pandemic. For starters, home inspectors should follow the health protocols in their state/locality to ensure the safety of themselves and those they interact with. This not only protects the inspector’s own health, but should limit their liability as they are following proper safety protocols in line with page 10 8

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7page 89 industry standards. I say “should” because we really don’t know anything for sure. But we have some educated guesses.

In California, for example, the California Department of Public Health (CDPH) and Cal/OSHA issued guidelines for real estate transactions that stipulate how real estate agents should operate, including the establishment of a COVID-19 Prevention Plan on all listed properties. Because the Cal/ OSHA guidelines require that all visitors to a property, including inspectors, must confirm their understanding of the rules, the California Association of Realtors (CAR) has developed a Coronavirus Property Entr y Advisor y and Declaration (PEAD) form that many home inspectors are being asked to sign before being allowed access to property. The PEAD form advises that visiting properties may be unsafe and it requires the signer to attest that they will maintain social distancing, wear gloves, a face mask and shoe coverings, and that they do not currently have any symptoms or have been in contact with someone who has symptoms of COVID-19.

Some inspectors have been worrying about facing lawsuits alleging that they spread COVID-19 to the properties’ inhabitants or to others visiting the property. We spoke to an inspector recently who let his mask slip off his face and was repeatedly yelled at by the property seller who demanded that he immediately get tested for COVID-19.

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While positions on this point vary, the North Carolina Association of Realtors posted this to its website: “A hold harmless agreement protects a party from liability if another party is injured on their property or is injured during an inherently dangerous activity. In the case of a pandemic, where the risks associated are not only widely known but are widespread, easily transmittable and may not show symptoms for days after exposure, proving causation would be nearly impossible from a legal standpoint.”

Insurance company guidance that I’ve seen reflects this. It would be difficult to prove the facts needed to demonstrate direct causation.

Given the concerns about virus-spread, many OREP insureds have asked whether they should sign the PEAD form mentioned above or others like it. We tell our insureds that we don’t see much risk as long as it can be signed in good faith, i.e. that you are indeed following the safety standards in your locality and don’t have any symptoms. But this doesn’t mean you should indemnify anyone or agree to pay their legal claims just to visit a property. Make sure that you read any agreement you’re asked to sign carefully and be on the lookout for hold-harmless and indemnification language. We hope this helps. Please give us a look at OREP.org if you ever need help with home inspector risk management or insurance coverage. WRE

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Sending Letters to Realtors

by Ian Robertson, Inspector Toolbelt

Writing letters or emails to Realtors/agents and brokers is one of the most used marketing strategies of home inspectors. It is used so much because it works. But how do you go about writing an effective letter of introduction to real estate agents and brokers?

If you don’t want to read through all of the “how and why,” then skip right to the end of this article to see our sample letters to Realtors.

This article will cover: • What you should avoid doing in letters to agents.

• Elements you should include in your letters.

• Which medium you should use (i.e. email, paper, cards, etc.).

• Sample letters to Realtors you can use.

What You Should Avoid Putting in a Letter to an Agent I have sent thousands of letters to agents over the years, and I have learned through experience (both good and bad) what agents like and don’t like, what they react well to…and what goes in the trash. Remember that agents are salespeople. They sell their services every day. They also send letters to potential clients and referrals as well—so they know about the whole “letter writing” game and are pretty immune to “sales tricks.”

So keeping that in mind, there are a few things that are usually a good idea to avoid.

1. Envelope Stuffing I received an ad from a mold inspection school recently. Was it a good school? Was it a course I would like? I have no idea because I threw it right in the trash—because their envelope was stuffed with brochures, business cards and more. The same goes for letters and emails that are stuffed with TOO MUCH information. If your message isn’t clear, people will ignore it.

2. Talking About Yourself Too Much I started to read a book once that I was really excited about reading. As I read the first few pages my brain turned off though. Why? Because the author spent the first part of the book talking about himself—and it was mind-numbing. The same is true about writing letters to agents too. I always try Ian Robertson is a veteran home inspector, owner of three inspection companies, owner of Full View Home Inspector Marketing, and one of the founders of Inspector Toolbelt. Inspector Toolbelt is simple administrative and scheduling software for home inspectors that makes running your inspection business easy and automated.

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to use the 80/20 rule—80 percent talking about the person reading the letter and 20 percent about you and your services.

Using that general rule keeps the agent interested and vested in what you have to say, but still gets your two cents in about why they should refer you.

3. Expecting Too Much Don’t write your letter so that you sound like you expect them to start referring you immediately. Unless you are a professional writer, it usually comes off as sounding desperate. Make the letter more of a soft introduction.

4. Making it Impersonal This is a big one. If you are mass writing emails and letters, it is easy to make the letter sound like it is mass-produced.

Try creating letters and emails in smaller groups. For instance, instead of writing one email for all the agents you have, break them down by the agency they work with. Or better yet, by what area they typically work in.

If you break your list of agents into groups, you can change your letter to fit that group a little better and make your words seem more genuine.

What to Put in Your Letters to Agents So let’s take the flip side of things. What should we include and how can we best write a letter to an agent? Here are a few tips that I learned after a couple hundred agents started to refer us.

1. Use Their Personal Name If you are using an email system, then this just takes a few moments to configure. If you are writing letters by hand, then this will take a bit more time. However you are writing your letters, this is an important element. Why is that?

I own a Jeep (and I love it by the way). Every once in a while I get a letter from the manufacturer that says “Dear Jeep Owner” —and I throw it in the garbage. I do the same with their emails.

I do it because it looks like junk/spam. But my dealership, on the other hand, uses my personal name in their letters and emails, and as soon as I see my name I instantly read the next line to see what it is about.

There is a psychological trigger that makes us pay attention more when people use our names. If you want real estate agents to even read what you wrote them—then use their name. It is well worth the effort.

Services for Sending Letters Below are services that we and other inspectors have used to design and send letters, emails, cards, and more. There are other services as well, but these are all great options:

2. Be Professional, but Somewhat Casual Too There is a fine balance here. You don’t want to be TOO casual or OVERLY professional/polite. The point is to make it real—like you were having a conversation with them.

Constant Contact This is probably the easiest method to send your emails, but it is pretty pricey compared to other options. They have a lot of pre-designed emails to use. Constant Contact can be a little overwhelming with all of their different features and tools.

Only you can strike this balance knowing your area. In my area, I have to be careful of which region an agent is in when I am writing a letter. For instance, most of the agents west of me appreciate me starting a letter with “Hey Greg!” for example.

Whereas in most of the offices east of me, I would start my letter with “Dear Greg.” So just know your area and what the agents appreciate more—to be more formal or casual. Either way, make it genuine.

3. Keep it Short and Simple This goes back to envelope stuffing. If I open an email and there is a paragraph for me to read, I just don’t read it—and that is how most people operate. Keep your letters and emails SHORT. 4. Add Your Contact Info This seems like a no-brainer, but too many times I see the contact info missing or hard to find on letters and emails that I receive. You don’t want to throw your contact info in the face of your reader but do give them your information in a readily accessible place.

5. Get to the Point What do you want to do with this letter/email? Is it an introduction? Is it to tell them about a new service you offer? Do you have a coupon? Then get to the point. Don’t try to tell them everything about you and your company in one letter. Get in, make your point, then end the letter in a pleasant way.

Which Medium Should You Use? There are arguments for all sides of this issue; here is my two cents. First of all, email is by far the easiest and cheapest way to reach real estate agents. So that is an easy one. But there are advantages to other mediums as well.

For instance, you could consider sending cards or paper letters.

Especially if it is an “old school” agent. I have seen them really appreciate a paper letter, or even something handwritten.

A card is a nice way that I have introduced myself to agents even in recent years. I send a card with all my logos and such on the front, and then a simple message of introduction on the back. There are text message services as well. Be careful with this though. You don’t want to use a text message as an introduction, but more for agents you already know. You don’t want to do it more than once a year in my opinion, as you end up spamming them. Keeping your message short is important too. I have never used this method, as I have seen good and bad come out of it.

Mailchimp Mailchimp is not as intuitive, but is a bit cheaper than Constant Contact. It has pre-made templates and works well though.

Mailchimp is pretty easy to set up and send emails, but will obviously take some customizations on your end to make it work.

Email Octopus This is by far the cheapest option that is still powerful. You can use their free version for up to 2,500 contacts, or their cheapest version of $15 for up to 10,000 contacts—which is awesome. It takes a bit more technical skill to use this option though, as it works using AWS. VistaPrint If you haven’t used Vistaprint yet, then you should give it a try.

They can print postcards, letterhead, custom envelopes, rack cards, and more at a very reasonable price.

Fiverr Need help designing your letter, email layout or anything else?

Fiverr is a community of freelancers who offer professional design services for really great rates.

Postable I have not personally used this service, as I send my cards myself, but Postable is a mailing service that a lot of people use to send mass mailings of actual paper cards/letters.

Sample Letters to Real Estate Agents So here we are. Below are some sample letters to real estate agents. Be sure to customize them for yourself and make them fit you and your style—or better yet, take the ideas here and create your own and make it yours.

Sample #1: Introduction Letter “Gary, I’m reaching out to you today because I notice that we work in the same area. I could also be a real asset to you and your clients. I have over 20 years of construction experience that helps my clients understand their home and the issues with it without being an alarmist.

I also make sure that I am there for my clients afterward and I take the time to answer their questions and make them more comfortable owning their home. page 148 Working RE Inspector Fall 2020 13

7page 13 I would love to sit down and talk with you sometime. You can call or email me using the information below and we could set up a time. Thank you, and I look forward to hearing from you!

John Doe 555 - 555 - 5555 myemail@Mywebsite.com www.mywebsite.com Sample #2: Introduction Letter With Inspector Toolbelt/ Online Scheduling “Jane, My name is John Doe, Owner of Home Inspection Company.

We are a local inspection company that services your area, and I wanted to introduce myself.

We have been in the construction and inspection industry for many years, and we believe we could be a real asset to you and your clients.

We offer many benefits, including online scheduling for you and your clients 24/7, 365 days a year. I would love to talk with you more about our services and benefits. Please let me know what would be a good time.

John Doe 555 - 555 - 5555

14 Working RE Inspector Fall 2020

myemail@Mywebsite.com www.mywebsite.com Sample #3: Introduction Letter “Bob, My name is John Doe of Inspection Company. I wanted to take the time to introduce myself and congratulate you on becoming a licensed real estate agent.

I think we could help each other and open up a networking opportunity. If you have a few moments, I would love to talk in person. Please let me know what would work for you.

Thank you!

John Doe 555 - 555 - 5555 myemail@Mywebsite.com www.mywebsite.com First Impressions First impressions are really important, especially when running a business. Be sure to know your audience and take the time to write your letters/emails of introduction to Realtors/ agents and brokers the right way. We hope these sample letters help you. WRE

The Painter Made It Rain—The Science Behind Your Inspection

By Tom Feiza, Mr. Fix-It, Inc. HowToOperateYourHome.com

I had inspected a home near Milwaukee in the summer about

10 years ago. That client called recently, clearly upset. “We’re having some painting done in the rear bedroom. I’m sure the ceiling was dry when the painter started. He claims it got wet while he was painting. I’ve talked to insulation and roofing contractors about this, but they’re no help. I don’t know who else to call. Contractors always try to sell me something!”

I talked the owner through a series of questions and tried to calm her down. It sounded like an unusual case of leaks, or condensation, or both that had nothing to do with the condition of the home when I’d inspected this property (Figure 1: Exterior of Home).

First Look at the Problem Naturally, leaks or water intrusion with no logical explanation make homeowners uneasy. I checked my old report—it was a well-maintained mid-century ranch—and talked with the owner in greater depth about what was going on.

As the painter had finished applying latex paint to the walls and ceiling, water and paint began dripping in two places where the ceiling met the exterior wall. It wasn’t raining that day, nor had it rained in the past few days. In fact, the home never had leaks related to rain.

Our autumn weather that year in Milwaukee had been quite damp, even foggy. As usual, the evenings were cooler.

The home’s roof and gutters were relatively new, and 17 inches of fiberglass insulation was added in the attic a few years previously. Windows were recently replaced with vinyl sash/ thermally insulated glass, and the homeowner said they’d had no condensation on the glass, or anywhere else in the home, for that matter.

This sounded to me like condensation on a cool surface. (One of many free articles at my website, HowTo OperateYour Home. com, discusses window condensation problems.) I told the homeowner to run a fan in the room and turn on the furnace to a reasonable 72 -degree setting. Also, I said it might help to open the windows whenever the outdoor air was dry. I assured her she could call me if the problem continued.

Second Visit: In-Depth Examination When the homeowner called again, her household was still off-kilter. The painting wasn’t finished because condensation 16 Working RE Inspector Fall 2020

Figure 1: Exterior of Home

still occurred at times. The family’s plans to go up north during deer-hunting season were on hold. They needed an answer so they could finish painting and put the house back together.

We scheduled an early morning visit. I wanted to catch the home when the outdoor temperature was below 30 degrees.

But we continued to have an unseasonably warm fall, and when I visited the second time, the overnight low had been about 50 degrees.

Checking Exterior Walls The exterior of the small ranch home was well maintained.

The wide overhangs had aluminum trim and vented soffits. The “leaks” were occurring near the vents in the soffits (Figure 2: Vents in Overhang). The roof looked fine, with no roof penetrations or flashing issues above the areas of the leaks.

The home had recently undergone an energy audit, blower door test and infrared camera inspection. Following the audit recommendations, the homeowners had cellulose insulation blown into all exterior wall cavities. We discussed the newer windows and the recently insulated attic. They were really tightening up their home.

About 10 years previously, their old 60% naturally-drafted furnace was replaced with a 90% + furnace that vented through two plastic pipes.

I observed small water spots on the ceiling of the bedroom near the exterior wall. The owner told me that water was dripping along the outside wall, ruining the fresh paint before it could dry. There were no leaks when I was there (Figure 3: Water Spots on Ceiling).

I measured the interior relative humidity (RH) at 47% to 51% in the kitchen and 55% to 57% in the problem bedroom. The interior temperature was about 65 degrees Fahrenheit. I always test with three electronic meters, and each one gives a little different RH reading. (I gave up on my sling psychrometer years ago because it took too much time to get an RH reading, but this is an impressive tool to use.)

The problem walls, ceilings and visible stains tested dry with a moisture meter. The edges of the exterior walls and the stained areas measured 61°F to 64°F. The exterior temperature was about 50°F and 50% relative humidity.

Using a Wohler brand IR Hygrotemp 24, I determined that the problem wall areas were just 10°F above the dew point temperature. The Wohler meter reads relative humidity, dew point temperature, and surface temperature, and then determines the temperature difference between the dew point and the surface temperature. Other manufacturers, including Protimeter, offer similar instruments.

Figure 2: Vents in Overhang

The owner set the interior temperature at 63 degrees while away at work and 68 degrees while at home. The owner loved to open windows to ventilate the home, even when the outdoors was humid and the temperature was below 60 degrees.

Checking the Attic Throughout the attic, I saw relatively new fiberglass insulation that was about 20 inches thick—providing insulation value of about R50. There were no signs of condensation, and the attic was well ventilated with soffit and roof vents.

Figure 3: Water Spots on Ceiling

Air baffles were in place to keep ventilation airflow above the insulation. With the lights off, it was easy to see light in the soffits through the air baffles (Figure 4: White and Blue Air Baffles and Insulation).

The white air baffles were correctly installed against the roof deck, allowing ventilation air to flow past the insulation (Figure 5: White Air Baffle Gap).

The blue air baffles looked a little strange. They were stapled on the lower edge of the roof joists, creating a large space for ventilation air. In fact, two blue air baffles (double-wide) were stapled to the rafters. (See pg. 18, Figure 6: Blue Air Baffle Large Gap).

Figure 4: White and Blue Air Baffles and Insulation

Spare blue baffles were stored in the attic, and it appeared they should have been split in two and installed tight to the roof deck, not on the lower edge of the roof rafters. (See pg. 18, Figure 7: Spare Blue Air Baffles).

Thinking it Through I narrowed everything down to the relevant facts: • The homeowners had significantly tightened up their home with new windows, attic insulation, and insulation blown into the wall. The mid-century home no longer leaked air and moisture to the outdoors as it did before the improvements.

• The 90% furnace no longer vents and dries the home. A naturally drafted furnace vents air up the chimney 24/7.

• The incorrectly installed blue baffles had created a great space for ventilation air but also limited insulation at the edge of the ceiling to about a two-inch depth. Cool exterior air was flowing past and possibly into this thin insulation.

Figure 5: White Air Baffle Gap

• The painter and his latex paint added about two gallons of water to the room’s air within a few hours.

• The owner kept the home at 63 degrees much of the time, which meant that wall and ceiling surfaces were cool. The ceiling dipped below the dew point temperature as the paint added moisture to the air. page 188 Working RE Inspector Fall 2020 17

7page 17

Figure 6: Blue Air Baffle Large Gap

Figure 7: Spare Blue Air Baffles

“Leak” Caused by Condensation The low interior temperature of 63 degrees allowed exterior wall surfaces to cool. Because the blue baffles were installed incorrectly, there wasn’t enough insulation along the exterior wall. Increased air flow and lower exterior temperatures cooled the outer edge of the drywall ceiling. Once the homeowners took measures to decrease air movement in and out of the house, indoor humidity greatly increased. The newly applied paint added even more moisture to the bedroom air and raised the air’s dew point temperature.

closed-cell expanding foam from the lower edge of the baffle to the ceiling; this would stop air movement into the insulation and provide excellent insulation value.

Autumn brought cooler temperatures, so that the drywall’s temperature dropped below the interior dew point temperature. Water condensed only on the coolest area of drywall in the bedroom, where water in the paint caused condensation.

The rest of the drywall and windows were still above the dew point temperature.

Visit HowToOperateYourHome.com (or htoyh.com) for more information about building science, books, articles, marketing, and illustrations for home inspectors. E-mail Tom (Tom@htoyh.com) with questions and comments, or phone (262) 303-4884.

The Fix The fix is to remove the air baffles with a very large gap and place the baffles on the roof deck. Also thicken the insulation below the baffles to the ceiling. The best step would be to use

18 Working RE Inspector Fall 2020

Remember, when you see water stains or even water droplets forming on a surface, think about the dew point. Always remember that if water is condensing on a surface, the surface temperature must be below the dew point temperature. And then go from there. WRE

Tom Feiza has been a professional home inspector since 1992 and has a degree in engineering. Through HowToOperateYourHome.com, he provides high-quality marketing materials, books for homeowners, and illustrations that help professional home inspectors educate their customers. Copyright © 2020 by Tom Feiza, Mr. Fix-It, Inc. Reproduced with permission.

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There are the beautiful dream homes that speak for themselves and fixer uppers in need of some TLC. However, home inspectors take an objective assessment of the properties and know that cosmetics like wall paper & rugs are in one season and then out the next.

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Building Stronger Relationships with Every Call

by Bill Compton, Inspector Call Center

Like many other industries, the pandemic took its toll on real

estate inspection companies in 2020. Sadly, many inspection companies failed to survive through the economic shutdown this spring. If you managed to hang on, you’ve realized that business going forward will be a far different landscape than it was pre-COVID-19. But there is a silver lining.

The closing of many inspection companies means a greater potential for new growth exists for your business than before.

But to capitalize on that opportunity and grab hold of those potential customers, you need to prepare.

Market Your Inspection Team and Services Before taking any other step, you need to let potential customers know your company is ready to help them. Local marketing will bring your company’s name to mind when they need an inspection to buy or sell a property.

A company website remains important to establish your identity, introduce your team and share the various services you offer. It’s a place to explain in what geographic area you perform inspections. Keep the pages short and to the point, using blogs if you want to go into more detail or add tips for buyers and sellers.

And make sure your contact information is up to date.

By using social media platforms like Instagram and Facebook, you can reach a wider audience. That can help increase website visitors as you work to gain more customers and inspections.

Posting photos from inspectors sharing what they look for or how-to videos can improve your branding.

Advertising can help build your client base. But unless it’s targeted to the right audience, you’ll be spending much more to convert customers than it’s worth. Online advertising that follows up with those who have already expressed interest in your company is more cost-effective because it keeps your brand in front of them once they discover your website.

Bill Compton owns and operates several companies in the home inspection industry including the Inspector Call Center. Prior to the home inspection industry, Bill owned a construction company building high-end, luxury homes. He holds a degree from the University of Richmond and served proudly in the United States Navy.

22 Working RE Inspector Fall 2020

Get the Right Professional to Answer Your Phone Once you’ve established your marketing plan, it’s time for the second step; that’s making sure the right person answers your phone.

You know and understand your business better than anyone.

You’re an expert at home and commercial real estate inspections. But you can’t properly conduct those inspections if you spend all day on the phone. Someone else needs to handle the scheduling and administrative work with your customers. Hiring someone to work for you in-house sounds like a good idea.

But that’s before you take into account training, sick days, vacation time and paying a salary even when it’s the slow season and jobs just seem to trickle in. What makes it even worse is that you’ll still miss calls when your scheduler is busy with other clients.

Instead of getting stuck with those restrictions, look for a trained team to support you and your inspectors. You need professionals who can help you build your company’s reputation, one call at a time.

A call center expands your brand. A company like ours, Inspector Call Center, hires experienced staff and then trains them to represent you and your business effectively. They are professionals who know the industry and can quickly learn how to help you grow your business. They market your brand by using the information you share about your company, team and services.

With that information, they help grow your business one scheduled inspection at a time. They fill your company’s schedule with inspections without putting inspectors in a

race against the clock or in a constant fight with traffic, to make appointments on time. Using the industr y standard Inspection Support Network (ISN), your customer database will remain current.

A good call center should enable residential and commercial real estate inspectors to focus on the heart and soul of the business—inspecting—while it takes care of the nuts and bolts: ever ything that keeps your business going.

When working with a call center, you should expect the customer-care coordinators to be trained to help you gain additional inspections first and foremost, but after securing that, they should continue to work hard to sell your add-on services.

The goal should be to ensure you are making the most money you can on each inspection.

they can count on quick service and can always reach your company will gain confidence that they can rely on you, increasing repeat business.

With a call center, your team grows beyond what is possible when working on your own or within your own office. With a call center, your team grows beyond what is possible when working on your own or within your own office.

Look for these services as part of a basic package: • Scheduling inspections • Industry knowledge • Customer service • Selling add-ons • Arranging 3rd party services • Keeping great notes in your database • Collecting payment WRE

Choosing a company with experience serving home inspectors ensures that your back office is running smoothly. Not only will your number of inspections grow, but they can also help you collect payments from customers, keeping the revenue flow moving forward.

The client care coordinators become part of your team. Through each call, they handle scheduling and help market your company and brand to increase sales. Inspections are added directly into your ISN in real time, when you choose a company that can offer this feature. The coordinators build relationships with your customers on these calls. An agent or broker who knows

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Working RE Inspector Fall 2020 23

Human Being Business

By David Brauner, Senior Broker at OREP.org

You’ve probably heard the expression that “no matter what

business you’re in, you’re in the customer service business.”

Well, after 25 years of customer service I’ll go one further to say that if you’re in business, you’re in the human being business. Here’s what I mean.

Listening, being empathetic, giving your client the benefit of the doubt, understanding that you are the expert and not your client, are key, and it is your responsibility to both deliver the technical aspects of your job as well as to communicate it clearly in your report. If you want to be exceptional, you also need to do more: you need to anticipate what your customers may not know to ask. Why? Because if you fail to answer all the questions for your client, even the ones they don’t ask, you are likely to wind up with a dissatisfied customer, or worse, with a liability headache to deal with later.

Nuts and Bolts of Customer Service This happened to me recently. We were doing a small remodel project around our house. The arrangement we have with our contractor is that we supply the materials. Now I don’t know much about construction or building products. My wife handed me a request scrawled on a piece of paper with the dimensions for 24 boards for a backyard staircase that needed to be replaced.

Face masks in place, as prescribed by local guidelines during this COVID pandemic, my wife and I went down to a “big box” home improvement store to pick up the wood, along with some other materials. I went to “Lumber” and handed the “specialist” the order, thinking that would be that. He looked at me like, “what are you, stupid, pal?” Well, maybe I am but instead of helping the “idiot” (me), they directed me to what was a long, slow customer service line. After waiting at a distance of six feet, when it was my turn, the person staffing the desk said they had the lumber in stock but that it would take a day to be “pulled.” I said I’d wait, but they said to come back the next day at the same time and the order would be ready. Now keep in mind that there is some urgency for these boards, as the contractor’s strong suit is not planning any aspect of the project ahead of time—he needed the wood yesterday.

The next day I called the big box to see if the order was ready before heading down. No, it was not, they said. The next day I called again—nope, the order was still not ready. Really, I said? I was promised one day and now it is two days, could they 24 Working RE Inspector Fall 2020

check? Later that day, I did get a call: to come pick up my order?

No such luck. No, the lumber was out of stock and they didn’t know when they would have more. Yes, they understood that when I ordered it two days ago it was in stock...sorry, they said.

As an aside, during the visit when I ordered the lumber, my wife had looked for some very specific screws for the project to reaffix a metal railing into concrete. The customer service rep in the hardware aisle said they didn’t carry them. The prospect of shopping store to store during a pandemic (or any time) didn’t thrill me, so before I left I thought I would try to find the screws myself. I went to the fastener aisle and asked for the “expert.”

He found the screws in a minute or two. I thought, how much did the first person who “helped” my wife really care?

Anyway, back to the needed lumber. I went home and called a small lumberyard in my town that I have driven by dozens of times but never patronized. There are other competing big box stores near me that I’ve frequented over the years but for some reason, this local lumberyard came to mind. First, when I called, a human being answered the phone. They did not put me on hold or transfer me multiple times before I got an answer either. I started out by saying I didn’t know what I was doing and he took it from there.

I told him the dimensions of the boards. He said, “You have three questions you need to ask your contractor.” You see, he understood that I didn’t know what I didn’t know—but he did. By being proactive, he reduced the chance of a wrong or incomplete order, extra expense for his lumberyard and a frustrated client (me). In your case, being proactive can mean gathering the information needed to get the job done correctly the first time and a happy, repeat client. More importantly, it reduces the chance of an unfortunate result that can lead to a

dissatisfied client, and an increased chance of a state board complaint or worse.

Do I need pine or Doug fir? Do I want the boards smooth or rough; pressure treated or not? Looking back, it would have been an absolute miracle if I had gotten what I needed at the big box store because they never asked any of these questions, and neither did my contractor specify. The representative at the lumberyard gave me an order number before I hung up. I got the answers from my contractor and called back. A different person answered. They looked up my order in about three seconds. I told him the missing information and he said it would be ready in about 30 minutes...oh, and what is my contractor’s name in case he would picking up the order. He was picking it up. And the wood was less expensive than the big box. It went so smoothly; I was nearly breathless! I needed more wood about a week later. Guess where I went?

The local lumberyard is staffed by experts who asked me the questions I did not know to ask. That is a concept I try to instill in OREP staff. We are the experts, not you. The result was a correct and complete lumber order, a happy client and a return customer (me). In your business, it may mean a complete report that answers all the pertinent questions and serves its purpose.

The CSR at the lumberyard really knew his stuff but did not make me feel dumb for not knowing mine. That’s another issue.

There is no advantage to making someone else feel stupid or their life harder, especially a client.

I don’t know about you but when I’m the expert in these situations—when the shoe is on the other foot—I get a great deal of satisfaction when my client is happy and their “problem” is solved efficiently. That is the best part of my job and always has been. In my case, it is when the insurance you need is placed as smoothly and efficiently as possible. In your case, it may be the creation of a complete report which leaves no questions unanswered and serves its purpose to protect the interests of your client.

Another thing to note about my lumberyard experience is that a human being answered the phone and they could help. I was not left on hold or routed through an endless phone tree or made to explain to three different people before I got to the one person who could help. At OREP we call this “first call resolution,” and we strive for it every time. We are fully automated online to quote and bind, but we also answer the phone when someone needs a person to resolve their issue. Most times (not every time, but most times), the first person who answers can help without having to direct you to your agent (who most likely is on the phone). You’re busy in the field and if the first person who answers your call can solve your problem, you don’t have to sit on hold or leave a voicemail and wait for a return call. If you’re like me, you want your issue resolved ASAP and move on. And OREP enjoys efficiencies as well by not having to call you back, possibly missing you, and having to call you again. And on and on. OREP is happy and you are happy because we could answer your questions quickly and efficiently the first time.

Patience, Grace & Snoring In case you haven’t picked up on what I’m saying here, I’m not discussing your technical expertise as a professional. We do many stories about that and you need that for sure, but it’s not enough. You need to know how to handle, or more accurately, how to treat people. If you feel uncomfortable or inept or clumsy when dealing with people, just treat them the way you would like to be treated and you will never go wrong.

One more story. I use a CPAP machine for my sleep apnea, which by the way, eliminated my snoring. This was necessary if I did not want to sleep alone (absent my wife) for the rest of my life. The CPAP machine requires distilled water, which isn’t so easy to come by in retail stores (and again, I’m writing this in the midst of the COVID-19 lockdown). I don’t like to shop even in the best of times. So for convenience, I have the distilled water delivered along with our bottled drinking water.

Our water dispenser broke and we needed a new one. I called and ordered it. I was running low on distilled water so when I ordered the dispenser I made certain more distilled water would be delivered too. When the truck arrived, they had the dispenser but no distilled water. What? I asked the driver who said there was no distilled water on the order or on his truck.

Now I KNOW I ordered the distilled water and was assured it would be delivered. No delivery would mean driving or calling around to various retail stores because I would soon run out. I could feel my blood pressure rising!

The driver’s reaction was patient and kind. He stood his ground that the water was not included in his delivery order, but he didn’t respond to my heightened emotion by matching it. Rather, he diffused the situation with his low-key, friendly demeanor. He listened. And that made me stop, listen and think. (I still have not totally perfected this with my teenager, however, I have to admit.) In a moment or two, I realized that maybe the water I ordered was coming but in a different delivery, later in the week with the water delivery. Sure enough, the delivery today was for the dispenser only. I realized that I misunderstood or assumed incorrectly. Now maybe it should have been clarified ahead of time by the agent who took my order over the phone—that my water was coming at a later date with my regular delivery. Maybe it was communicated to me but I wasn’t listening (boy, does that happen!). I’m not sure, but I apologized to the driver and thanked him. My water was coming without me having to shop for it and I was grateful.

Humble and Kind So when I talk about this aspect of customer service, I’m talking about what can only be described as humility. To me, it means not automatically assuming you’re right and the other person is wrong; it means being aware of when you’re getting defensive and more concerned with being right instead of solving the problem. As the “expert” you carry more than 50 percent of the responsibility for clear and complete communication. It’s your job to have the technical expertise conduct a thorough inspection and also to communicate your results to your clients so they understand. As a side note, our personal page 268 Working RE Inspector Fall 2020 25

7page 25 lives are not so different. One of my octogenarian choir buddies, married 65 years, shared with me his take on why his marriage has lasted so long: “To make it work, you both have to give 65 percent,” he said. I was confused by the math at first, but I’ve matured since.

In the professional world, it means fixing a client’s problem, not defending yourself. To be honest, one of our ex-agents was not so good at this. They were a competent insurance agent and clients generally loved them—they had a big, fun personality.

But when a “conflict” arose, it often escalated because this agent cared more about being right or appearing smarter, than about the person they were supposed to be trying to help. I was often called in to resolve the issue. In almost every case, while the customer was seldom totally right, they were almost never totally wrong. There was almost always something we could have done better. Maybe returning a phone call a little more promptly (this agent was not great at that either) or taking the time to figure out what the client was really asking for or needed instead of giving them an easy answer. Over the years, when I tried to debrief the agent about what I learned, after talking to the client, so that they could do better next time, it was obvious they had no interest in improving—just in being right. And wasn’t I a jerk for taking the customer’s side? As I say, they no longer work at OREP. Their insurance intelligence grew over time but their emotional intelligence never did, despite the example I tried to set. It was more important to be “right” than it was to solve a client’s problem—and that’s not right, it’s wrong.

When I talk about “humility” as being an important attribute I mean putting the interests of the client before our egos and keeping an open mind about being able to do better. I suggest looking for any and every opportunity to improve professionally and personally. If you make a mistake, most people understand and are happy to help you—just admit it. But if you are condescending or insulting to them? Whew! Better look for another line of work.

We also sell insurance to real estate appraisers. I used to hear a lot of complaints from appraisers about the awful lack of knowledge on the part of the staffers at appraisal management companies (AMCs)—the middlemen inserted between appraisers and lenders as a “firewall.” AMCs must be part of the lending process these days to prevent undue influence on appraisers to inflate value to make the loan work. Lenders were notorious for demanding appraisers “hit the number.” Many of the AMC staff were not expert appraisers or even appraisers, but entry level admins in some instances, who were given authority to correct veteran appraisers about their work. Whew! That did not go over so well. Many appraisers couldn’t stand it and left the profession or abandoned AMC work. Many, however, learned to adapt and flourish. They chose to “educate” the AMC staffers when possible, and in so doing, likely earned themselves loyal clients. Many also reported being able to command higher fees by learning what the lender wanted and avoiding time-consuming “call backs” to fix things that were not to the lender’s liking (but not the value of course!). Home 26 Working RE Inspector Fall 2020

inspectors may have to explain or educate a disgruntled real estate agent the same way, about why a report must read the way it does. It’s better to explain, or least try to remain cordial with a possible long-term client, rather than get defensive right away and burn a bridge.

In conclusion, I would respectfully suggest that you not assume that your clients know more than they do…or that they know less. That’s a tricky balance—so here’s what I mean: Think about my lumberyard story: focus on solving the entirety of your client’s problem and not just what they ask for. Don’t assume they know more than they do. They need your help.

And like me, when they have a good experience, your clients will appreciate it and reward you with more business. And your job satisfaction will grow along with your bottom line.

At the same time, when a problem arises with a client, don’t assume your professional status means that you’re always right and they are always “dumb.” If you think that way, it will be evident no matter how hard you try to hide it. Think about the water delivery guy in my story. He was right and I was wrong and his patience and calm gave me the space to realize it. When something goes wrong, I suggest examining it with a mirror first, instead of a microscope. After all, we’re in the human being business. WRE

Offering Additional Services as a Home Inspector

by Lee Eckroth, CEO at MajorDomo

Many

offers on homes in today’s real estate market are made sight unseen because of technology such as Google Maps and Matterport virtual tours. In such scenarios, buyers sometimes never set foot into the house until after an offer is accepted.

Such situations make the home inspection that much more crucial. Buyers still want to feel secure and do their due diligence even though they’re operating in a fast-moving market. This presents an opportunity for the home inspector to offer additional services to provide that sense of security and certainty for buyers.

Savvy home inspectors have long recognized that adding additional services to their traditional home inspection is a great way to add value for their clients, differentiate themselves from their competition, and increase their revenue per inspection.

Inspectors started testing for lead paint in the 1970s and started radon testing in the 1980s. Today, these enhanced services include infrared thermography, mold testing, sewer and septic line inspections, asbestos testing, energy rating, termite inspections, and water quality testing. And more recently: repair cost estimates so homebuyers can make a quick, informed decision about one of the most significant purchases of their life.

For example, Matt Waddell, an Amerispec Home Inspector in the Willamette Valley of Oregon, now tells his clients that for a small premium, he’ll add a radon inspection and check out the status of a home’s sewer line. Not surprisingly, many of his clients are willing to pay a little extra for increased peace of mind.

Similarly, Birmingham, Alabama home inspector Garrett Scott of Abode Solutions offers his clients, for a small added fee, localized repair estimates of any repair he identifies—saving time-pressured clients the need to chase down those estimates Lee Eckroth lives in the Willamette Valley of Oregon, where he was a top-producing real estate broker for more than 16 years. He is the co-founder and CEO of Majordomo: a company focused on helping homebuyers during the second half of the home inspection with localized repair estimates. For more information, go to Majordomo.com. Lee Eckroth can be reached at lee@majordomo.com or by calling 541-760-4742.

28 Working RE Inspector Fall 2020

themselves. Scott also takes the time to conduct a “virtual review” of the inspection to discuss the most critical findings in the report with his clients.

Market Demand There are several reasons these additional services make sense for home inspectors. First, today’s homebuyers have higher standards, creating a demand for enhanced inspections and tests. After all, the proliferation of these value-added services is driven by customer demand—YOUR clients want to know that the sewer line is not damaged or cracked, and they want an estimate of what the repair costs will be for the defects you’ve identified.

Consequently, offering these additional services gives the homebuyer what they want, while allowing you to remain competitive in your market, and in some cases, even give yourself a competitive advantage.

There’s also a long-term payoff: A satisfied homebuyer translates into a pleased real estate agent. When it comes time for agents to recommend an inspector to their next clients, an inspector offering enhanced services is likely to be top of mind—and that leads to organic business growth for inspectors.

Increasing Revenue Second, not only does having the knowledge, training, and expertise necessar y to offer additional value-added services benefit your client, it also helps you and your business. For example, let’s say that AAA Home Inspection averages 30 inspections per month at $400 each. That’s $12,000 in revenue per month. Now let’s say that they begin offering an add-on service, a sewer line inspection, for $175. If 25% of AAA’s customers request a sewer line inspection, they’ve just increased their revenue by $1,575 per month (over 13%), page 308

Working RE Inspector Fall 2020 29

7page 28 and almost $20,000 per year. For larger inspection firms, this can mean $100,000 or more of increased yearly revenue.

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This same math applies to offering mold testing, or including repair estimates for your homebuyers. If you’re not merely offering one value-added service, but several, this can significantly increase your business’s revenue and allow you to work less while making more.

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Helping the Buyer Lastly, offering additional services ties back to why many home inspectors got into the business in the first place. From my conversations with home inspectors all over the United States, they consistently say that one of their initial motivations for getting into the business was a desire to help people; to give them essential information on one of the most significant purchases they’ll ever make. These inspectors say that offering enhanced services has helped them reconnect with why they first fell in love with the job.

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What if you could do the same? The home inspector’s role in real estate transactions has never been more important than it is today. And home inspectors who find ways to guide clients through the complicated and pressure-packed home purchasing decision could end up with happier clients—and happier clients translate to more business, not to mention increased job satisfaction. It’s a win-win for everyone. I encourage you to explore what additional services you can start offering your clients today. WRE

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30 Working RE Inspector Fall 2020

Problems by Age of Construction

by Reuben Saltzman, Structure Tech

The age of a home, or in which decade it was built, can give you clues to which problems to look for.

Here’s a rough timeline of potential problems to look out for as a home inspector based on when a home was built. It’s impossible to make a perfect chart like this because so many of these issues are generalities, but I think it is a great starting point for knowing what types of issues to look out for. This is based on my research and experience as a home inspector here in Minnesota, but many of these items may also apply in your area. This list is by no means all-inclusive, but hopefully you’ll find it useful in your professional home inspection practice.

Figure 1 shows age-related items that I look for. While we have a lot of homes in Minnesota that were built before 1900, the issues with those older homes are the same, so I didn’t go back any further in time. Also, you’ll surely have questions about why I chose the dates that I did, so I’ve included some brief explanations for each item below. This timeline provides good estimates, but there are always exceptions.

9x9 floor tiles, pre-1980s: It’s safe to assume that all 9”x9” floor tiles contain asbestos, as well as the mastic that holds them in place. The good news is that the health risks posed by 9 x9 floor tiles are essentially none. The only reason I mention it on this list is that big-box retailers are unwilling to install new flooring over this material, so we typically point that out during our home inspections, simply as an FYI to our clients.

Aluminum branch circuit wiring, 1965–1975: The really bad stuff was used up until 1972. There was some other aluminum branch circuit wiring with a less-problematic alloy used for several years after that, but as a home inspector, I don’t make any attempt to figure out exactly which alloy was used.

When I come across aluminum wiring, I recommend getting an electrician in to inspect it and to make repairs. Experience has taught me that many electricians aren’t aware of the difference in alloys, and they deem all aluminum branch circuit wiring to be hazardous.

Reuben Saltzman is a second-generation home inspector with a passion for his work, and is the owner and president of Structure Tech. Visit his blog online at: https://www.structuretech.com/ blog/age-related-home-problems

32 Working RE Inspector Fall 2020

Asbestos, pre-2000: This is a generality. Asbestos still hasn’t been officially banned today, but it’s highly unlikely that you’ll find asbestos-containing materials in modern homes.

So where can you find asbestos in an older home? Just about anywhere. If a material isn’t made from wood or metal, it might contain asbestos.

Attic bypasses, pre-1993: You’ll still find attic bypasses on many brand new homes built today, but it’s pretty much a guarantee you’ll have them everywhere on older homes. Up until about 1993, there wasn’t even a concept of an attic bypass, so there was never any attempt to seal them.

Buried fuel oil tanks, pre-1980: According to the fine folks at Dean’s Tank, Inc., houses built before 1930 will almost certainly have had a fuel oil tank. After that, the likelihood drops off, but you’ll still find homes in the outlying suburbs with fuel oil tanks through the 1970s.

Federal Pacific Electric Stab-Lok panels, 1970–1987: I researched the last 100 buildings where we found Federal Pacific Electric Stab-Lok panels during our home inspections to get some good numbers for this story. Here’s a breakdown of the age of buildings where we found these panels: Federal Pacific Electric Stab-Lok Panels 1980s:

5 10 15 20 25 30 35 40 45 50 55

1970s: 1960s: 1950s: Pre-1950s:

You could potentially find these panels in any home built before 1987, but the majority are found in homes built in the 1970s and early 1980s.

Galvanized steel drain lines, pre-1960: The problem with these drain lines is that they corrode on the inside and eventually become clogged, and the only option to fix this is to replace the drains.

Timeline for house issues 1900 1910 1920 1930 1940 1950 1960 1970 1980 1990 2000 2010 2020 9x 9 Floor Tiles Aluminum Branch Circuit Wiring Asbestos Attic Bypasses Buried Fuel Oil Tanks Federal Pacific Stab-Lok Panels Galvanized Drain Lines Galvanized Water Pipes Knob & Tube Wiring Lead or Galvanized Water Main Problematic Stucco and Stone Veneer Siding Radon Sewer Problems Stucco-covered Chimneys Transite Ductwork Transite Gas Vents Ungrounded Outlets Vermiculite Insulation Figure 1: Timeline for Common Problems in Homes

Galvanized steel water pipes, pre-1960: These are the distribution pipes found throughout the interior of homes. Like steel drains, they corrode on the inside and the fix is replacement.

Knob & tube wiring, pre-1940: This type of wiring presents safety issues and insurance problems. This age range is a generality, however. We recently found knob & tube wiring at a home built in 1959. No joke.

Lead or galvanized steel water main, pre-1932: These water mains lead to a major reduction in water flow, and were used in Saint Paul up until 1926, and in Minneapolis up until 1932. See lead water lines for more info.

Problematic stucco & stone veneer siding, post-1988: Newer homes have had some major problems with stucco and stone veneer siding. Check out my 84- minute water intrusion training video for detailed info on this topic.

Radon, any age: I’m adding this to the list to make it clear that radon doesn’t only affect old houses.

Sewer problems, any age: Same as radon. Older homes are more prone to sewer problems, but we’ve found major sewer problems with all ages of homes.

Stucco-covered chimneys, 1920–1940: This is our best approximation of the age of problematic stucco-covered chimneys.

Transite ductwork, 1960–1980: See Transite vs. sub-slab ducts on my blog for more info on this topic. Sub-slab ductwork can be found on much newer homes, but it shouldn’t be called transite ductwork if it doesn’t contain asbestos.

Transite gas vents, 1949–1955: This is anecdotal information based on the homes where we’ve found transite asbestos gas vents, which are very bad news.

Ungrounded three-prong outlets, pre-1962: You can find ungrounded three-prong outlets at any age of home, but it’s much more common in homes built prior to 1962, which is when the electrical code first starting requiring all outlets to be grounded.

Vermiculite insulation, 1920–1990: This material was commonly used as attic insulation, and occasionally in walls.

The problem is that most of this insulation contains an especially hazardous form of asbestos. See vermiculite insulation for details. WRE

Working RE Inspector Fall 2020 33

Third-Party Indemnification: Think Twice

by David Brauner, Senior Broker at OREP.org

At OREP E&O we provide free pre-claims assistance as well as risk management information and advice to our home inspector insureds. Here’s an issue you may face.

Recently, one of our insureds was contacted by a potential client, a builder, to perform an inspection on a newly constructed home. Before being allowed to inspect the new home, however, the builder demanded that our inspector sign an Indemnification Agreement as a condition of being let onto the property (example of an Indemnification Agreement below). That’s when our OREP insured came to us for advice.

One of the dangers of agreements such as the one we are discussing is that, depending on how they are worded, partial or shared negligence between the home inspector and the builder automatically becomes entirely the responsibility of the home inspector. For example, if the inspector flushes a toilet or turns on the faucet and there is defective plumbing in the home that causes water damage, the home inspector potentially would be on the hook for the damage, even though it stemmed from incompetent/faulty work by the builder.

Another example might be if there are safety hazards in the home in question and the prospective buyer gets injured

during the walkthrough, the builder may have the opportunity to shift the liability completely onto the home inspector, simply because such injury “occurs in connection” with the home inspection.

Many of these agreements are a way for sellers or builders to pass off liability onto the home inspector. Because agreements like this overly expand the possible exposure for an inspector, we advise our insureds against signing such agreements.

OREP has been dedicated to serving the E&O insurance needs of inspectors for over 18 years, providing broad, competitively-priced coverage, free pre-claims assistance and risk management guidance, as well as a “no fault/no charge” policy protecting OREP insureds against a premium charge as a result of a frivolous claim (your premium will not go up if there is no loss). OREP also provides free education and training through the accredited school ATI Training, Working RE print magazine—the most widely read publication in the industry, and corporate discounts on office supplies and equipment that can save you hundreds a year. OREP also offers InspectorAdvisor. com to insureds/members at no charge, which answers tough inspection-related questions on demand. Check out OREP.org for more. WRE

Home Inspection Indemnification and Release

TH I W D E CE

Buyer First Name: ______________________________________ Buyer Last Name: ______________________________________ Property Address: ______________________________________ Name of Inspector: _____________________________________ License #: _____________________________________________

PRO

General Liability Insurance Company: ______________________ Policy #: ________________________________________________ Professional Liability Company: ____________________________ Policy#: ________________________________________________ Week of Proposed Inspection: _____________________________

I do hereby release XYZ BUILDER, INC., for all present and future labor and material bond rights, and future claims to any mechanics or materialman’s lien against the property, together with all claims now or in the future of any type against XYZ BUILDER, INC., or any person who may lend funds in connection with the Property. To the fullest extent permitted by law, (inspector) shall assume the entire responsibility and liability for any and all damages or injury of any kind or nature whatsoever, including death resulting from, arising out of or occurring in connection with the execution of the work by myself or by my agents. I further agree to indemnify and save harmless XYZ BUILDER, INC., from any costs, loss expense, liability damage, injury, including legal fees arising out of or in any way related to the execution of the work by the agent or inspectors or agents, even if such claim is groundless, false or fraudulent. Nothing herein shall be construed to render the inspector liable for the sole negligence of XYZ BUILDER, INC. XYZ BUILDER, INC. reserves the right to refuse any home inspection.

Signature: _____________________________________________ Title: _________________________________________________

Company Name: ________________________________________ Date: __________________________________________________

FOR OFFICE USE ONLY VP of Construction

34 Working RE Inspector Fall 2020

Date

X Approved X Denied

Inspector Advisor Q&A: Taking Proper Photos

by Jerry Peck, InspectorAdvisor.com

Editor’s Note: InspectorAdvisor.com is an inspection support service from OREP E&O insurance that is provided free for insureds-members to get their tough inspection questions answered—fast. Other inspectors can subscribe for just $99 per year at InspectorAdvisor.com.

Figure 1: Panel in Hidden Cabinet

Several

questions have been asked on InspectorAdvisor.com which all relate to the very important task of taking photos. The answers are that you can never take too many photos and that sometimes the perspective and resolution of the images matter.

Perspective: Close-Up Photos Close-up photos are great for detail but can be of limited use if the entire subject or setting of the picture is not visible. In this case, the context of what is being shown in a close-up photo is lost so the image may be of little use.

Figure 2: Electrical Panel Behind Back of Cabinet

Most times full-area photos with a greater perspective are needed to put the content of other photos in proper context.

There are times when a closer view of the area or item is needed: not necessarily a close-up photo of it, just a closer view after having shown the overall context. There are also times when a close-up photo of a particular portion of what is being shown may be needed. So take more photos!

For example: A photo showing the wall which contains an electrical service meter or electrical panel in a home will provide information which may be quite helpful, but a closer view photo of the electrical panel also will be needed to show the interior wiring in that panel. And there are times when a close-up photo of a breaker, terminal or other component are needed also.

A photo showing a wider view of the wall surface may put the photo’s content in perspective. Additionally, a closer view photo of irregularities in the wall may be needed to clarify what is being shown. And there are times when a close-up photo of the edge of a transition from one surface to another surface may also provide a better view of what is being shown. This is why multiple photos are required.

See Figure 1—where is the electrical panel? You say it is in that cabinet? Really? It was really behind the back of the cabinet; see Figures 2 and 3.

Details, Details When there is a nameplate, take a good photo of the nameplate.

When there are labels showing installation requirements, such as in electrical panels, take a photo of each label. Sometimes more than one photo of a label will be necessary to capture the entire label.

36 Working RE Inspector Fall 2020

Figure 3: Electrical Panel with Front Removed

You may need the nameplate information, including model number, serial number, year, listing mark and year, etc. to look up installation information after you get back to your office— to ask or answer questions and to provide information in your inspection reports. (See pg. 40, Figure 4: Nameplate.)

Whenever greater information is being relayed, more photos of various views help, and close-up photos of specific aspects being shown can then be related to the other photos.

High Resolution Photos What is high resolution and how do you know what’s “good enough”? High resolution is sufficient resolution for the need, which means “good” resolution may not always need to be multiple mega pixel resolution, but it almost always means that it is never a low 64 0 x4 80 resolution, which was common years ago.

Although, a well-focused 64 0 x4 80 photo served me quite well for a number of years back in the day. Technology and what is “state of the art” changes. Using low-resolution photos page 40 8

Working RE Inspector Fall 2020 37

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38 Working RE Inspector Fall 2020

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Working RE Inspector Fall 2020 39

7page 36 because they use up less memory or are “easier to put in a report” is no excuse. Coffee stains were easy to put in printed reports,

but added nothing to the report. The same often goes for low resolution photos in a digital report.

Here is a 64 0 x4 80 digital photo I took back in 1998 that clearly shows the issue—wood decayed studs in a new construction house—even though it was not well focused (See Figure 5: Wood Decayed studs). Those digital cameras did not auto-focus well under many light conditions.

Figure 4: Nameplate

Another 64 0 x4 80 photo from 1998 with much better focus (See Figure 6: Focus and Content of High Resolution Photos).

This was taken with the same camera I used for all my photos back then. This is to show that focus and content of the photo is as important as resolution, as these are not “high resolution” photos.

There may be times when someone needs to zoom in on your photo for greater detail. If you can zoom in on your photos and you do not lose what you are trying to see, the resolution is “good.” However, if you zoom in on your photos and then can’t see what you are trying to show—what good is the photo?

Answer: Not much good at all.

Figure 5: Wood Decayed studs

Take More Photos Photos, photos, photos—take more photos than you need, take photos of anything and everything you “might want” to find out more about or show. And then take more photos “just in case.”

The days of 35 mm film photo developing delays and costs, Polaroid cassettes and photos, are ancient history. There no longer is any reason to not take more digital photos than you think you might need. You may later realize that you are missing one photo, but that means scheduling a return trip. That is something to avoid.

Figure 6: Focus and Content of High Resolution Photos

Sometimes, it was quite difficult to get a good, full-perspective photos of what is needed. Taking more photos helps here as well. WRE

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40 Working RE Inspector Fall 2020

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