5 Tips for Dealing with Difficult Home Inspection Clients

Let’s face it, some home inspection clients can be hard to handle. However,  in an effort to remain professional and maintain inspection business,  it’s important to remember the classic business slogan that states “The customer is always right”. Well, not really, but we still have to know how to deal with the ones that are difficult! Here are 5 tips to help you deal with difficult clients.

1. Make compromises: If a client is giving you a rough time, try to meet them half way. For example, if a situation occurs where your particular home inspection client makes an outrageous request, try your best to strike a compromise to meet in the middle as a way to satisfy the customer and maintain your business integrity.

2. Never neglect your professionalism: Regardless of whether or not a client is acting difficult, keep in mind that you need to remain professional. Never make an attempt to shout back, say inappropriate things or neglect the requested service of any client. Even though a client may act difficult, it’s extremely important to reassure that client of one thing: you are a professional there to do a job!

3. Offer opportunities to continually promote business: Despite a difficult client, keep in mind the importance of their business. Try to offer promotions and discounts to clients that give you a hard time. Doing this shows a gesture of respect for your client, despite their behavior. It also gives you the opportunity to promote your business and help that not-so-easy client to see that overall, your mind is on keeping them satisfied. Like the wise saying goes, “Kill them with kindness”.

4. Respectfully receive negative feedback: If a home inspection client is being difficult and dishing out negative feedback,  take it! Bad reviews need to be taken seriously in business. Difficult clients may not always act satisfied and give nice feedback. However, take those comments as ways to improve yourself and your business. Don’t take it personal.

5. Keep a straight face: Ever heard the old saying “Don’t wear your emotions on your sleeve”? Well this is so true in business. As a client gives you a hard time, it’s important not to allow your personal emotions to respond to that client. It is never acceptable to deal with a difficult client by being more difficult. Put your game face on and do the job!

So overall, understand that your priorities are to maintain business by keeping and building clientele. Even your difficult clients need your home inspection service. Learn how to handle them, your business counts on it!

Comments

  1. Great advice. I’ve had a difficult client or two, plus one or two realtors who apparently really didn’t want to be there. That’s ok. I try to really understand their concerns, even if it means doing the inspection in a different order that I normally would so I’m addressing their concerns first.

    Most of the problems I’ve had with realtors have been over the time needed to do the inspection properly. I tell them right up front that “we’re going to be here for about three hours or so” and thank them periodically for being patient. So much of it really boils down to basic professionalism and diplomacy. Thanks for the reminders.

  2. I think that it is much harder said than done to gracefully accept negative feedback, especially as a building inspector. I am not a building inspector; however, I am grateful for their work to make sure that we can live safely. I think that if we all can understand each other better, we would not have issues. Thanks again!

  3. Thank you for the helpful advice. Everybody gets an unhappy client at some point. Clients can become difficult or hard to work with for several reasons, some more justified than others. Regardless of fault or reasoning, it pays to know how to deal with difficulty when it arises in a way that best allows you to come out of the scenario with a trustworthy and authoritative stance during the resolution. Essentially it comes down to maintaining professional control of the situation.

  4. I feel very proud when I read your article on combined building inspection service in Perth city. Other citizen of Perth city like it very much, because every person is in this thought that if he or she purchase any building that is good or not. But after reading your blog they also feel that building inspection is how much important and what are the advantage of it.

  5. I really like what you had to say here about how to better deal with home inspection clients. One thing that I thought was really important was that you mentioned how you should meet your clients half way because then they can understand that you are trying to satisfy their needs. A friend of mine has been thinking about hiring a building inspector, and I think that it would be beneficial for him to know that he should find someone that is professional. Thanks for the post, and I will make sure that he finds someone who will respectfully take feedback.

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