For when someone (seller, buyer, agent, etc.) calls to voice a complaint about the inspector missing something, damaging something, or any other issue remain calm and use the following:
- Allow the customer to explain what happened. Listen carefully to what they have to say and let them finish before doing anything.
- Document what they say in the form below. They may start with “your inspector did/missed/damaged _____”. Respond with “can you explain to me the issue you are having so that I can let the inspector know?”
- After they have told you the situation tell them “thank you for contacting me and letting me know about this.”
- Offer a sincere apology for their frustration. DO NOT ADMIT that we made a mistake. DO NOT APOLOGIZE that we made a mistake. Simply say something like “I’m sorry that you are having to deal with this” or simply “I’m sorry about that.”
- Tell them that you will get a hold of the inspector so that they can look into their concerns. “Okay [NAME], I’m going to get a hold of the inspector to let him know what you just told me.”
- Tell them that you will send them questions to answer so that the inspector can get a better idea of the situation. “I’m emailing over some questions for you to answer so that the inspector knows the details of your concerns. Please fill them out as best as you can.”