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Messages posted by: Nathan
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Check it out…a very fun podcast to make!


Glenn Bill and the Get Attitude Podcast
Steve - Inspections Plus wrote:I've heard a lot of great stuff about Mike Crow. Does anybody have any feedback on how and if his courses/approach have helped their business?


I'd say around 200 industry participants would say their business was vastly improved by Mike's strategies, and it might be as high as 500.
For those of you that have not experienced a Mike Crow presentation, you don't want to miss this!

Mike Crow is speaking a total of 3 times at this year's Inspection Super Conference.
See attachment for comparison between all major home warranty options nationwide!



The Breeze Predicts Program is launching Phase I of Early Radon Test Results. Here's what you need to know!

What is Breeze Predicts?

Breeze Predicts (TM) is a proprietary, algorithm based modeling program designed to predict with near perfect accuracy the results of a 48 hour Radon test within the first 16 to 30 hours of the test. Each day we process an additional 150,000+ data points that allow for accurate prediction of more and more tests.

How often will the Breeze Predicts Program deliver an early result?

Our initial launch phase will allow for 68% of tests to have an early result submitted. Phase II will likely increase to around 75%.

If a Certified Early Radon Test Result is submitted, should the test be concluded early?

While an early result from Breeze Predicts is accurate, the only EPA Certified test results from a full 48 hours of exposure. Always leave the test in place and allow the test to conclude so that official results can be submitted to the parties.

What if the Breeze Predicts system says Radon levels will be below the EPA recommended action level, but they ultimately come back above 4.0 pCi/L?

If the Breeze Predicts system makes an inaccurate prediction and the levels end up ultimately high from the test, Breeze will pay the cost of mitigation up to $1200.00.

How does Breeze Predicts enhance my business?

Most of our clients are involved in the real estate transaction...where speed matters! As more and more of your test results are delivered early word will get out: YOU utilize advanced technology that saves everyone time.

How does Breeze Predicts change Radon testing for the better?

As experience and data points make predictive modeling more accurate and common, the case for shorter tests becomes stronger especially where levels were very clearly severely elevated. At some point this becomes documented to the extent that shorter tests become EPA Certified when the science is undeniable, very likely cutting your need for monitors by 20%-40% and increasing your efficiency & profit margins.

What if I do not want Predictive Results sent?

Simply email Ethan@DiscoverBreeze.com and let us know that you would like to be excluded from this service. Let us know if you ever change your mind.
The Breeze Radon Monitoring Systems announce the first ever industry Guaranteed Test!

What does this mean?

It means your test, assuming there are no outside factors that affect functionality (like physical damage, an occupant opening the doors and windows), is guaranteed to complete over a period of 48 hours. If it does not, due to any fault of the equipment itself, Breeze will pay a trip charge to the Radon Testing Professional for an additional test (Up to $150) and if the test comes back at or above 4.0 pCi/L, Breeze will cover mitigation measures up to $1200.

This guarantee is valid for as long as this post is up!
Open forum for comment before our official launch of the latest update of the highest standards in home inspection at the Inspection Super Conference later this year.

The Advanced Inspection Standards of Practice

For use by Certified Inspection Experts and developed in cooperation with Home Inspection University
Rev. 10/2021

Table of Contents

I. Purpose

II. Inspector Qualifications

III. Definitions

IV. Scope

A. Foundation, Basement, and Sub-Floor

B. Roof

C. Attic/Crawlspace

D. Exterior

E. Interior

F. Plumbing

G. Electrical

H. Heating/Cooling

I. Fireplaces/Chimneys

V. Limitations

I. Purpose.
The purpose of the CIE Advanced Inspection Standards of Practice is to establish a minimum and uniform standard for performing an inspection of a residential home or commercial building. These standards set forth the minimum requirements for describing and reporting the conditions observed, as well as define and clarify terms, procedures, conditions, and limitations as they relate.
II. Inspector Qualifications.
A Certified Inspection Expert is an elite category of Inspector who is held to a higher standard, and as such excels beyond standard industry practices to bring greater value to Clients and the community. A Certified Inspection Expert who adheres to these Advanced Inspection Standards of Practice has committed to delivering on an inspection with a higher level of detail and liability than any and all other standards available in the marketplace.
Every Certified Inspection Expert has demonstrated inspection excellence by providing Clients with a one hundred percent money back guarantee; by going beyond industry standards in a meaningful way by delivering value-added services such as recall reports, home warranties, or other coverage beyond a standard home inspection, and by complying with on-going quality control to ensure each Certified Inspection Expert consistently surpasses industry standards.
III. Definitions.
Appliance: An item such as an oven, dishwasher, heater, etc., which performs a specific function.
Client: The homeowner who engages the services of a home inspector for an inspection assignment.
Component: A part of a System or Appliance.
Home Inspection Report (Or Inspection Report): A written document identifying, in any digital or printed format at the Inspector’s discretion, defects within specific systems and components defined by these Standards that are both observed and deemed material by the Inspector, as determined by the Inspector at their sole discretion. Inspection reports may include additional comments and recommendations and are not technically exhaustive.
Inspector: An individual who performs the Property Inspection.
Material Defect: A specific issue with a system or component of a residential property that may have a significant, adverse impact on the value of the property, or that poses an unreasonable risk to persons or property. The fact that a system or component is near, at, or beyond the end of its normal, useful life is not, in itself, a material defect, and any risk therefrom should be addressed in the form of Warranties and Guarantees as offered in the course of the real estate transaction from your Inspector and Real Estate Agent
Pre-Inspection Agreement: An agreement signed by the Client prior to the home inspection that contains the full name and address of the Client, the address of the home to be inspected, and the date, time, price, and scope/limitations of the home inspection.
Property Inspection: A Visual Inspection of readily accessible systems and components of a building and its associated primary parking structure, to determine the general condition of the building and/or current defects that are observable and deemed material by the inspector in accordance with these Standards of Practice and the Pre-Inspection Agreement terms and condition. The Advanced Standards of Practice includes the Requirement on the Inspector to Provide Certain Warranties and Guarantees as outlined in these Standards.
Readily Accessible. Can be reached, entered, viewed, or inspected without the Inspector having to move an obstruction or require any additional action to access, at the Inspector’s sole opinion, without difficulty and without requiring an action that could cause harm to person(s) or property.
Standards: The Advanced Inspection Standards of Practice for use by Certified Inspection Experts and developed in cooperation with Home Inspection University.
Structural Component: A component that supports non-variable forces or weights (dead loads) and variable forces or weights (live loads).
Systems: A facility composed of one or more pieces of equipment connected to or part of a structure and designed to function as a whole.
Visual Inspection: A visual, non-invasive examination of readily accessible areas, systems, and components
• activate: To turn on, supply power, or enable systems, equipment or devices to become active by normal operating controls. Examples include turning on the gas or water supply valves to the fixtures and appliances, and activating electrical breakers or fuses.
• adversely affect: To constitute, or potentially constitute, a negative or destructive impact.
• alarm system: Warning devices, installed or freestanding, including, but not limited to: carbon-monoxide detectors, flue gas and other spillage detectors, security equipment, ejector pumps, and smoke alarms.
• appliance: A household device operated by the use of electricity or gas. Not included in this definition are components covered under central heating, central cooling or plumbing.
• architectural service: Any practice involving the art and science of building design for construction of any structure or grouping of structures, and the use of space within and surrounding the structures or the design, design development, preparation of construction contract documents, and administration of the construction contract.
• component: A permanently installed or attached fixture, element or part of a system.
• condition: The visible and conspicuous state of being of an object.
• correction: Something that is substituted or proposed for what is incorrect, deficient, unsafe, or a defect.
• cosmetic defect: An irregularity or imperfection in something, which could be corrected, but is not required.
• crawlspace: The area within the confines of the foundation and between the ground and the underside of the lowest floor's structural component.
• decorative: Ornamental; not required for the operation of essential systems or components of a home.
• describe: To report in writing a system or component by its type or other observed characteristics in order to distinguish it from other components used for the same purpose.
• determine: To arrive at an opinion or conclusion pursuant to examination.
• dismantle: To open, take apart or remove any component, device or piece that would not typically be opened, taken apart or removed by an ordinary occupant.
• engineering service: Any professional service or creative work requiring engineering education, training and experience, and the application of special knowledge of the mathematical, physical and engineering sciences to such professional service or creative work as consultation, investigation, evaluation, planning, design and supervision of construction for the purpose of assuring compliance with the specifications and design, in conjunction with structures, buildings, machines, equipment, works and/or processes.
• enter: To go into an area to observe visible components.
• evaluate: To assess the systems, structures and/or components of a property.
• evidence: That which tends to prove or disprove something; something that makes plain or clear; grounds for belief; proof.
• examine: To visually look (see inspect).
• foundation: The base upon which the structure or wall rests, usually masonry, concrete or stone, and generally partially underground.
• function: The action for which an item, component or system is specially fitted or used, or for which an item, component or system exists; to be in action or perform a task.
• functional: Performing, or able to perform, a function.
• functional defect: A lack of or an abnormality in something that is necessary for normal and proper functioning and operation, and, therefore, requires further evaluation and correction.
• identify: To notice and report.
• indication: That which serves to point out, show, or make known the present existence of something under certain conditions.
• inspect: To examine readily accessible systems and components safely, using normal operating controls, and accessing readily accessible areas, in accordance with this Standards of Practice.
• inspected property: The readily accessible areas of the buildings, site, items, components and systems included in the inspection.
• installed: Attached or connected such that the installed item requires a tool for removal.
• normal operating controls: Describes the method by which certain devices (such as thermostats) can be operated by ordinary occupants, as they require no specialized skill or knowledge.
• observe: To visually notice.
• operate: To cause systems to function or turn on with normal operating controls.
• readily accessible: A system or component that, in the judgment of the inspector, is capable of being safely observed without the removal of obstacles, detachment or disengagement of connecting or securing devices, or other unsafe or difficult procedures to gain access.
• recreational facilities: Spas, saunas, steam baths, swimming pools, tennis courts, playground equipment, and other exercise, entertainment and athletic facilities.
• report (verb form): To express, communicate or provide information in writing; give a written account of. (See also inspection report.)
• representative number: A number sufficient to serve as a typical or characteristic example of the item(s) inspected.
• residential property: Four or fewer residential units.
• residential unit: A home; a single unit providing complete and independent living facilities for one or more persons, including permanent provisions for living, sleeping, eating, cooking and sanitation.
• safety glazing: Tempered glass, laminated glass, or rigid plastic.
• shut down: Turned off, unplugged, inactive, not in service, not operational, etc.
• technically exhaustive: A comprehensive and detailed examination beyond the scope of a real estate home inspection that would involve or include, but would not be limited to: dismantling, specialized knowledge or training, special equipment, measurements, calculations, testing, research, analysis, or other means.
• unsafe: In the inspector's opinion, a condition of an area, system, component or procedure that is judged to be a significant risk of injury during normal, day-to-day use. The risk may be due to damage, deterioration, improper installation, or a change in accepted residential construction standards.
• verify: To confirm or substantiate.
IV. Scope
A Property Inspection is a fee-based non-invasive, visual examination of readily accessible areas of a property designed to identify defects within the building, as defined by these Standards, both observable and deemed material by the Inspector, at their sole discretion. Please note the following scopes are limited by the Limitations in Section IV. Anything contained in these Standards may be modified by either the Inspector, the Client, or both, in the Pre-Inspection Agreement.
A. Foundation, Basement, and Sub-Floor

• Foundation;
• Floor framing;
• Sub-floor ventilation;
• Foundation anchoring and cripple wall bracing;
• Wood separation from soil;
• Basement;
• Crawlspace;
• Structural components; and
• Insulation.
• Determine adequacy of any structural system or component; or
• Provide architectural or engineering recommendations.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered structural concern.
• Structural Protection (for an additional fee) with over $10,000 in coverage for covered structural repairs.
II. The inspector shall describe:
A. the type of foundation; and
B. the location of the access to the under-floor space.
III. The inspector shall report as in need of correction:
A. observed indications of wood in contact with or near soil;
B. observed indications of active water penetration;
C. observed indications of possible foundation movement, such as sheetrock cracks, brick cracks, out-of-square door frames, and unlevel floors; and
D. any observed cutting, notching and boring of framing members that may, in the inspector's opinion, present a structural or safety concern.
IV. The inspector is not required to:
A. enter any crawlspace that is not readily accessible, or where entry could cause damage or pose a hazard to him/herself.
B. move stored items or debris.
C. operate sump pumps with inaccessible floats.
D. identify the size, spacing, span or location or determine the adequacy of foundation bolting, bracing, joists, joist spans or support systems.
E. provide any engineering or architectural service.
F. report on the adequacy of any structural system or component.
B. Roof
• Covering;
• Drainage (gutters, downspouts);
• Flashings;
• Penetrations;
• Skylights;
• Framing;
• Ventilation; and
• Insulation
• Certify that the roof systems, coverings, or components are leak-free;
• Walk on the surface if, in the opinion of the Inspector, there is a risk of damage or hazard to person or property;
• Mechanical attic ventilation systems or components;
• Determine the composition or energy rating of insulation materials; or
• Determine or estimate the remaining life of the roof covering.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered roof leaks and structural concerns.*
• Platinum Roof Leak Protection Plan (included free of charge with Inspection) with5 years of coverage for covered repairs.
The inspector shall inspect from ground level or the eaves:
A. the roof-covering materials;
B. the gutters;
C. the downspouts;
D. the vents, flashing, skylights, chimney, and other roof penetrations; and
E. the general structure of the roof from the readily accessible panels, doors or stairs.
II. The inspector shall describe:
A. the type of roof-covering materials.
III. The inspector shall report as in need of correction:
A. observed indications of active roof leaks.
IV. The inspector is not required to:
A. walk on any roof surface.
B. predict the service life expectancy.
C. inspect underground downspout diverter drainage pipes.
D. remove snow, ice, debris or other conditions that prohibit the observation of the roof surfaces.
E. move insulation.
F. inspect antennae, satellite dishes, lightning arresters, de-icing equipment, or similar attachments.
G. walk on any roof areas that appear, in the inspector's opinion, to be unsafe.
H. walk on any roof areas if doing so might, in the inspector's opinion, cause damage.
I. perform a water test.
J. warrant or certify the roof, outside of the leak protection as identified in this section.
K. confirm proper fastening or installation of any roof-covering material.
C. Attic/Crawlspace
• Insulation and vapor retarders in unfinished spaces;
• Ventilation of attics and foundation areas; and
• Mechanical ventilation systems.
• Enter crawl space if, in the opinion of the Inspector, there is a risk of damage or hazard to person or property;
• Evaluate ventilation adequacy by any means other than visually;
• Evaluate the efficiency of insulation other than by accepted thickness; or
• Operate sump pumps.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered structural foundation concerns.*
The inspector shall inspect:
A. insulation in unfinished spaces, including attics, crawlspaces and foundation areas;
B. ventilation of unfinished spaces, including attics, crawlspaces and foundation areas; and
C. mechanical exhaust systems in the kitchen, bathrooms and laundry area.
II. The inspector shall describe:
A. the type of insulation observed; and
B. the approximate average depth of insulation observed at the unfinished attic floor area or roof structure.
III. The inspector shall report as in need of correction:
A. the general absence of insulation or ventilation in unfinished spaces.
IV. The inspector is not required to:
A. enter the attic or any unfinished spaces that are not readily accessible, or where entry could cause damage or, in the inspector's opinion, pose a safety hazard.
B. move, touch or disturb insulation.
C. move, touch or disturb vapor retarders.
D. break or otherwise damage the surface finish or weather seal on or around access panels or covers.
E. identify the composition or R-value of insulation material.
F. activate thermostatically operated fans.
G. determine the types of materials used in insulation or wrapping of pipes, ducts, jackets, boilers or wiring.
H. determine the adequacy of ventilation.
D. Exterior
• Surface grade directly adjacent to the buildings;
• Doors and windows;
• Attached decks, porches, patios, balconies, stairways and their enclosures, handrails and guardrails;
• Wall cladding and trim;
• Exterior wall covering, flashing, trim, eaves, soffits, and facias where accessible from the ground level;
• Portions of walkways and driveways that are adjacent to the buildings; and
• Pool or spa drowning prevention features, for the sole purpose of identifying which, if any, are present
• Door or window screens, shutters, awnings, or security bars;
• Fences or gates or operate automated door or gate openers or their safety devices
• Use a ladder to inspect systems or components;
• Determine if any manufacturers' design standards or testing is met or if any drowning prevention safety feature of a pool or spa is installed properly or is adequate or effective. Test or operate any drowning prevention safety feature;
• Property fences that do not adversely affect the building;
• Evaluate the condition of shrubs, trees, and other vegetation that do not adversely affect the building;
• Free-standing decks or other structures that are not attached to the building; or
• Report on the adequacy of storm windows or doors.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered repairs.*
• Structural Protection (for an additional fee) with over $10,000 in coverage for covered structural repairs.

The inspector shall inspect:
A. the exterior wall-covering materials;
B. the eaves, soffits and fascia;
C. all visible and accessible windows from the ground;
D. all exterior doors;
E. flashing and trim;
F. adjacent walkways and driveways;
G. stairs, steps, stoops, stairways and ramps;
H. porches, patios, decks, balconies and carports;
I. railings, guards and handrails; and
J. vegetation, surface drainage, retaining walls and grading of the property, where they may adversely affect the structure due to moisture intrusion.
II. The inspector shall describe:
A. the type of exterior wall-covering materials.
III. The inspector shall report as in need of correction:
A. any improper spacing between intermediate balusters, spindles and rails.
IV. The inspector is not required to:
A. inspect or operate screens, storm windows, shutters, awnings, fences, outbuildings, or exterior accent lighting.
B. inspect items that are not visible or readily accessible from the ground, including window and door flashing.
C. inspect or identify geological, geotechnical, hydrological or soil conditions.
D. inspect recreational facilities or playground equipment.
E. inspect seawalls, breakwalls or docks.
F. inspect erosion-control or earth-stabilization measures.
G. inspect for safety-type glass.
H. inspect underground utilities.
I. inspect underground items.
J. inspect wells or springs.
K. inspect solar, wind or geothermal systems.
L. inspect swimming pools or spas.
M. inspect wastewater treatment systems, septic systems or cesspools.
N. inspect irrigation or sprinkler systems.
O. inspect drainfields or dry wells.
P. determine the integrity of multiple-pane window glazing or thermal window seals.
E. Interior
• Walls, ceilings, and floors;
• Doors and windows;
• Stairways, handrails, and guardrails;
• Permanently installed cabinets;
• Permanently installed cook-tops, mechanical range vents, ovens, dishwashers, and food waste disposals;
• Absence of smoke and carbon monoxide alarms; and
• Garage doors and openers.
• Window, door, or floor coverings;
• Determine whether a building is secure from unauthorized entry;
• Operate, test or determine the type of smoke or carbon monoxide alarms or test vehicle door safety devices;
• Move furniture or owners’ possessions;
• Operate door openers that have been disconnected from a power source; or
• Use a ladder to inspect systems or components
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered repairs.*
• Structural Protection (for an additional fee) with over $10,000 in coverage for covered structural repairs.
The inspector shall inspect:
A. a representative number of doors and windows by opening and closing them;
B. all accessible and visible doors and windows visually;
C. floors, walls and ceilings;
D. stairs, steps, landings, stairways and ramps;
E. railings, guards and handrails; and
F. garage vehicle doors and the operation of garage vehicle door openers, using normal operating controls;
G. kitchen appliances including exhaust fans, dishwashers, ovens/stoves, refrigerators.
II. The inspector shall describe:
A. a garage vehicle door as manually-operated or installed with a garage door opener.
B. any evidence of rodents or pests including feces or organisms themselves when visible and obvious.
III. The inspector shall report as in need of correction:
A. improper spacing between intermediate balusters, spindles and rails for steps, stairways, guards and railings;
B. photo-electric safety sensors that did not operate properly; and
C. any window that was obviously fogged or displayed other evidence of broken seals;
D. refrigerators that are not cold, dishwashers that will not engage a cycle, exhaust fans with non-functional motors, ovens/stoves that will respond to basic controls and not engage heating elements/burners.
IV. The inspector is not required to:
A. inspect paint, wallpaper, window treatments or finish treatments.
B. inspect floor coverings or carpeting.
C. inspect central vacuum systems.
D. inspect for safety glazing.
E. inspect security systems or components.
F. evaluate the fastening of islands, countertops, cabinets, sink tops or fixtures.
G. move furniture, stored items, or any coverings, such as carpets or rugs, in order to inspect the concealed floor structure.
H. move suspended-ceiling tiles.
I. inspect or move any household appliances.
J. inspect or operate equipment housed in the garage, except as otherwise noted.
K. verify or certify the proper operation of any pressure-activated auto-reverse or related safety feature of a garage door.
L. operate or evaluate any security bar release and opening mechanisms, whether interior or exterior, including their compliance with local, state or federal standards.
M. operate any system, appliance or component that requires the use of special keys, codes, combinations or devices.
N. operate or evaluate self-cleaning oven cycles, tilt guards/latches, or signal lights.
O. inspect microwave ovens or test leakage from microwave ovens.
P. operate or examine any sauna, steam-generating equipment, kiln, toaster, ice maker, coffee maker, can opener, bread warmer, blender, instant hot-water dispenser, or other small, ancillary appliances or devices.
Q. inspect elevators.
R. inspect remote controls.
S. inspect appliances other than those identified in this section.
T. inspect items not permanently installed.
U. discover firewall compromises.
V. inspect pools, spas or fountains.
W. determine the adequacy of whirlpool or spa jets, water force, or bubble effects.
X. determine the structural integrity or leakage of pools or spas.
Y. determine if ovens, stoves, or refrigerators are hitting any specific temperature or temperature range.
Z. test all cycles and features of any appliance beyond the basic confirmation of basic functionality.
F. Plumbing
• Water supply piping;
• Drain, waste, and vent piping;
• Faucets and fixtures;
• Fuel gas piping;
• Water heaters;
• Fuel storage and distribution systems; and
• Functional flow and functional drainage
• Fill any fixture with water, inspect overflow drains or drain-stops, or evaluate backflow devices, waste ejectors, sump pumps, or drain line cleanouts;
• Water temperature balancing devices, temperature fluctuation, time to obtain hot water, water circulation, or solar heating systems or components;
• Whirlpool baths, steam showers, or sauna systems or components;
• Systems that have been shut-down or winterized;
• Main or branch shut-off valves;
• Fuel tanks or determine if the fuel gas system is free of leaks; or
• Wells or water treatment systems
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered mechanical repairs.*
• One Year Warranty (for an additional fee) for a minimum available time frame of 12 months following the inspection, with the ability to purchase such coverage within 6 months of the inspection to receive 6 months free. *
I. The inspector shall inspect:
A. the main water supply shut-off valve;
B. the main fuel supply shut-off valve;
C. the water heating equipment, including the energy source, venting connections, temperature/pressure-relief (TPR) valves, Watts 210 valves, and seismic bracing;
D. interior water supply, including all fixtures and faucets, by running the water;
E. all toilets for proper operation by flushing;
F. all sinks, tubs and showers for functional drainage;
G. the drain, waste and vent system; and
H. drainage sump pumps with accessible floats.
II. The inspector shall describe:
A. whether the water supply is public or private based upon observed evidence;
B. the location of the main water supply shut-off valve;
C. the location of the main fuel supply shut-off valve;
D. the location of any observed fuel-storage system; and
E. the capacity of the water heating equipment, if labeled.
F. The current pressure to the plumbing system in PSI.
III. The inspector shall report as in need of correction:
A. deficiencies in the water supply by viewing the functional flow in two fixtures operated simultaneously;
B. deficiencies in the installation of hot and cold water faucets;
C. mechanical drain stops that were missing or did not operate if installed in sinks, lavatories and tubs; and
D. toilets that were damaged, had loose connections to the floor, were leaking, or had tank components that did not operate.
IV. The inspector is not required to:
A. light or ignite pilot flames.
B. measure the capacity, temperature, age, life expectancy or adequacy of the water heater.
C. inspect the interior of flues or chimneys, combustion air systems, water softener or filtering systems, well pumps or tanks, safety or shut-off valves, floor drains, lawn sprinkler systems, or fire sprinkler systems.
D. determine the exact flow rate, volume, temperature or adequacy of the water supply.
E. determine the water quality, potability or reliability of the water supply or source.
F. open sealed plumbing access panels.
G. inspect clothes washing machines or their connections.
H. operate any valve.
I. test shower pans, tub and shower surrounds or enclosures for leakage or functional overflow protection.
J. evaluate the compliance with conservation, energy or building standards, or the proper design or sizing of any water, waste or venting components, fixtures or piping.
K. determine the effectiveness of anti-siphon, back-flow prevention or drain-stop devices.
L. determine whether there are sufficient cleanouts for effective cleaning of drains.
M. evaluate fuel storage tanks or supply systems.
N. inspect wastewater treatment systems.
O. inspect water treatment systems or water filters.
P. inspect water storage tanks, pressure pumps, or bladder tanks.
Q. evaluate wait time to obtain hot water at fixtures, or perform testing of any kind to water heater elements.
R. evaluate or determine the adequacy of combustion air.
S. test, operate, open or close: safety controls, manual stop valves, temperature/pressure-relief valves, control valves, or check valves.
T. examine ancillary or auxiliary systems or components, such as, but not limited to, those related to solar water heating and hot water circulation.
U. determine the existence or condition of polybutylene, polyethylene, or similar plastic piping.
V. inspect or test for gas or fuel leaks, or indications thereof.
G. Electrical
• Service equipment;
• Electrical panels;
• Circuit wiring;
• Service drop and service entrance conductors;
• Cables and raceways;
• Service grounding
• Interior components of service panels and sub panels;
• Conductors;
• Over-current protection devices;
• Installed lighting fixtures; and
• Switches, receptacles, outlets, and lighting fixtures.
• Operate circuit breakers or circuit interrupters;
• Remove cover plates;
• Equipment that is not readily accessible, nor dismantle equipment or components;
• Activate electrical systems or branch circuits that are not energized;
• Test all switches, receptacles, or fixtures;
• Move objects to gain access to electrical outlets or panels;
• Operate overload protection devices except GFCI breakers;
• Operate or test smoke detectors;
• De-icing systems or components; or
• Private or emergency electrical supply systems or components
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered mechanical repairs.*
• One Year Warranty (for an additional fee) for a minimum available time frame of 12 months following the inspection, with the ability to purchase such coverage within 6 months of the inspection to receive 6 months free. *
The inspector shall inspect:
A. the service drop;
B. the overhead service conductors and attachment point;
C. the service head, gooseneck and drip loops;
D. the service mast, service conduit and raceway;
E. the electric meter and base;
F. service-entrance conductors;
G. the main service disconnect;
H. panelboards and over-current protection devices (circuit breakers and fuses);
I. service grounding and bonding;
J. all accessible and visible switches, lighting fixtures and receptacles, including receptacles observed and deemed to be arc-fault circuit interrupter (AFCI)-protected using the AFCI test button, where possible;
K. all ground-fault circuit interrupter receptacles and circuit breakers observed and deemed to be GFCIs using a GFCI tester, where possible; and
L. for the presence of smoke and carbon-monoxide detectors.
II. The inspector shall describe:
A. the main service disconnect's amperage rating, if labeled; and
B. the type of wiring observed.
III. The inspector shall report as in need of correction:
A. deficiencies in the integrity of the service-entrance conductors’ insulation, drip loop, and vertical clearances from grade and roofs;
B. any unused circuit-breaker panel opening that was not filled;
C. the presence of solid conductor aluminum branch-circuit wiring, if readily visible;
D. any tested receptacle in which power was not present, polarity was incorrect, the cover was not in place, the GFCI devices were not properly installed or did not operate properly, evidence of arcing or excessive heat, and where the receptacle was not grounded or was not secured to the wall; and
E. the absence of smoke and/or carbon monoxide detectors.
IV. The inspector is not required to:
A. insert any tool, probe or device into the main panelboard, sub-panels, distribution panelboards, or electrical fixtures.
B. operate electrical systems that are shut down.
C. remove panelboard cabinet covers or dead fronts.
D. operate or re-set over-current protection devices or overload devices.
E. operate or test smoke or carbon-monoxide detectors or alarms.
F. inspect, operate or test any security, fire or alarm systems or components, or other warning or signaling systems.
G. measure or determine the amperage or voltage of the main service equipment, if not visibly labeled.
H. inspect ancillary wiring or remote-control devices.
I. activate any electrical systems or branch circuits that are not energized.
J. inspect low-voltage systems, electrical de-icing tapes, swimming pool wiring, or any time-controlled devices.
K. verify the service ground.
L. inspect private or emergency electrical supply sources, including, but not limited to: generators, windmills, photovoltaic solar collectors, or battery or electrical storage facility.
M. inspect spark or lightning arrestors.
N. inspect or test de-icing equipment.
O. conduct voltage-drop calculations.
P. determine the accuracy of labeling.
Q. inspect exterior lighting other than those lights affixed to the home and one (1) post lamp where present.
H. Heating/Cooling
• Heating equipment;
• Central cooling equipment;
• Energy source and connections;
• Combustion air and exhaust vent systems;
• Vent systems;
• Thermostats;
• A representative number of supply and return openings;
• Condensate drainage; and
• Conditioned air distribution systems.
• Heat exchangers or electric heating elements;
• Non-central air conditioning units or evaporative coolers;
• Radiant, solar, hydronic, or geothermal systems or components;
• Operate a heating system when the operation could cause damage to the system.
• Activate equipment that has been “shut-down”, de-activated, or that will not respond to thermostat controls.
• Examine equipment by any means other than the service panels provided by the manufacturer.
• Report on the efficiency or adequacy of the system or distribution method;
• Operate cooling equipment when the ambient temperature has been less than 65 Degrees F within the previous 24 hours;
• Determine volume, uniformity, temperature, airflow, balance, or leakage of any air distribution system; or
• Electronic air filtering or humidity control systems or components.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered mechanical repairs.*
• One Year Warranty (for an additional fee) for a minimum available time frame of 12 months following the inspection, with the ability to purchase such coverage within 6 months of the inspection to receive 6 months free. *
I. The inspector shall inspect:
A. the cooling system, using normal operating controls.
II. The inspector shall describe:
A. the location of the thermostat for the cooling system; and
B. the cooling method.
III. The inspector shall report as in need of correction:
A. any cooling system that did not operate; and
B. if the cooling system was deemed inaccessible.
IV. The inspector is not required to:
A. determine the uniformity, temperature, flow, balance, distribution, size, capacity, BTU, or supply adequacy of the cooling system.
B. inspect portable window units, through-wall units, or electronic air filters.
C. operate equipment or systems if the exterior temperature is below 65° Fahrenheit, or when other circumstances are not conducive to safe operation or may damage the equipment.
D. inspect or determine thermostat calibration, cooling anticipation, or automatic setbacks or clocks.
E. examine electrical current, coolant fluids or gases, or coolant leakage.
V. The Inspector is Required to Provide:
A. A 90 Day Warranty for Mechanical Concerns for items reported as satisfactory at time of inspection.
B. Coverage options (for an additional fee) for a minimum available time frame of 18 months following the inspection with the ability to purchase such coverage within 6 months of the inspection.
The inspector shall inspect:
A. the heating system, using normal operating controls.
II. The inspector shall describe:
A. the location of the thermostat for the heating system;
B. the energy source; and
C. the heating method.
III. The inspector shall report as in need of correction:
A. any heating system that did not operate; and
B. if the heating system was deemed inaccessible.
IV. The inspector is not required to:
A. inspect, measure, or evaluate the interior of flues or chimneys, fire chambers, heat exchangers, combustion air systems, fresh-air intakes, makeup air, humidifiers, dehumidifiers, electronic air filters, geothermal systems, or solar heating systems.
B. inspect fuel tanks or underground or concealed fuel supply systems.
C. determine the uniformity, temperature, flow, balance, distribution, size, capacity, BTU, or supply adequacy of the heating system.
D. light or ignite pilot flames.
E. activate heating, heat pump systems, or other heating systems when ambient temperatures or other circumstances are not conducive to safe operation or may damage the equipment.
F. override electronic thermostats.
G. evaluate fuel quality.
H. verify thermostat calibration, heat anticipation, or automatic setbacks, timers, programs or clocks.
I. measure or calculate the air for combustion, ventilation, or dilution of flue gases for appliances.
I. Fireplaces/Chimneys
• Chimney exterior;
• Vent systems;
• Flues;
• Chimney;
• Spark arrestor;
• Firebox;
• Damper; and
• Hearth extension
• Chimney interiors;
• Fireplace inserts, seals, or gaskets;
• Light a fire in the fireplace or ignite a pilot light;
• Determine combustion make-up air devices or draft characteristics; or
• Operate any fireplace or determine if a fireplace can be safely used.
CIE Extra: Each Inspector is required to provide the Client with the following add-on coverage options:
• 90 Day Warranty (included free of charge with Inspection) for covered mechanical repairs.*
• One Year Warranty (for an additional fee) for a minimum available time frame of 12 months following the inspection, with the ability to purchase such coverage within 6 months of the inspection to receive 6 months free. *
I. The inspector shall inspect:
A. readily accessible and visible portions of the fireplaces and chimneys;
B. lintels above the fireplace openings;
C. damper doors by opening and closing them, if readily accessible and manually operable; and
D. cleanout doors and frames.
II. The inspector shall describe:
A. the type of fireplace.
III. The inspector shall report as in need of correction:
A. evidence of joint separation, damage or deterioration of the hearth, hearth extension or chambers;
B. manually operated dampers that did not open and close;
C. the lack of a smoke detector in the same room as the fireplace;
D. the lack of a carbon-monoxide detector in the same room as the fireplace; and
E. cleanouts not made of metal, pre-cast cement, or other non-combustible material.
IV. The inspector is not required to:
A. inspect the flue or vent system.
B. inspect the interior of chimneys or flues, fire doors or screens, seals or gaskets, or mantels.
C. determine the need for a chimney sweep.
D. operate gas fireplace inserts.
E. light pilot flames.
F. determine the appropriateness of any installation.
G. inspect automatic fuel-fed devices.
H. inspect combustion and/or make-up air devices.
I. inspect heat-distribution assists, whether gravity-controlled or fan-assisted.
J. ignite or extinguish fires.
K. determine the adequacy of drafts or draft characteristics.
L. move fireplace inserts, stoves or firebox contents.
M. perform a smoke test.
N. dismantle or remove any component.
O. perform a National Fire Protection Association (NFPA)-style inspection.
P. perform a Phase I fireplace and chimney inspection.
V. Limitations
A Property Inspection will not identify every issue (past, present, or future); only those that are deemed material, by the Inspector. The age of a system or component is not, in itself, a material defect.
The following are EXCLUDED from a Property Inspection:
• Systems or components of a building, or portions thereof, which are not readily accessible, not permanently installed, or not inspected due to circumstances beyond the control of the Inspector or which the Client has agreed or specified are not to be inspected;
• Site improvements or amenities, including, but not limited to; accessory buildings, fences, planters, landscaping, irrigation, swimming pools, spas, ponds, waterfalls, fountains or their components or accessories;
• Auxiliary features of appliances beyond the appliance’s basic function;
• Systems or components, or portions thereof, which are under ground, under water, or where the Inspector must come into contact with water;
• Common areas as defined by code, and any dwelling unit systems or components located in common areas;
• Determining compliance with manufacturers’ installation guidelines or specifications, building codes, accessibility standards, conservation or energy standards, regulations, ordinances, covenants, or other restrictions;
• Determining adequacy, efficiency, suitability, quality, age, or remaining life of any building, system, or component, or marketability or advisability of purchase;
• Structural, architectural, geological, environmental, hydrological, land surveying, or soils-related examinations;
• Acoustical or other nuisance characteristics of any system or component of a building, complex, adjoining property, or neighborhood;
• Conditions related to animals, insects, or other organisms, including fungus and mold, and any hazardous, illegal, or controlled substance, or the damage or health risks arising there from;
• Risks associated with events or conditions of nature including, but not limited to; geological, seismic, wildfire, and flood;
• Water testing any building, system, or component or determine leakage in shower pans, pools, spas, or any body of water;
• Determining the integrity of hermetic seals at multi-pane glazing;
• Differentiating between original construction or subsequent additions or modifications;
• Reviewing information from any third-party, including but not limited to; product defects, recalls, or similar notices;
• Specifying repairs/replacement procedures or estimating cost to correct;
• Communication, computer, security, or low-voltage systems and remote, timer, sensor, or similarly controlled systems or components;
• Fire extinguishing and suppression systems and components or determining fire resistive qualities of materials or assemblies;
• Elevators, lifts, and dumbwaiters;
• Lighting pilot lights or activating or operating any system, component, or appliance that is shut down, unsafe to operate, or does not respond to normal user controls;
• Operating shutoff valves or shutting down any system or component; or
• Dismantling any system, structure or component or removing access panels other than those provided for homeowner maintenance
The inspector will not dismantle and/or move equipment, systems, furniture, appliances, floor coverings, finished or fastened surfaces or components, personal property or other items to conduct this inspection or otherwise to expose concealed or inaccessible conditions. The inspection will not include destructive testing of any kind. Systems and conditions that are not within the scope of the inspection include, but are not limited to:
• Environmental hazards including the presence or absence of asbestos, lead paint, radon, or urea formaldehyde insulation
• Water or air quality
• Presence of toxic or carcinogenic matter emitted from the ground, building materials, presence in water, in air supply or from the operation of any equipment.
• Items that are obstructed, inaccessible or not in plain view.
• Mold or mold type.
• Animal or insect infestations.
The following components or systems also fall outside the scope of the inspection: security systems; appliances; playground and recreational equipment; swimming pools; hot tubs/spas; lawn sprinkler systems; intercom and audio/video systems and below ground drainage systems; antennas; central vacuums; solar systems; water softeners and filters; wells; septic systems; latent defects; adequacy of system designs; zoning or building code compliance; and any items considered to be cosmetic in nature.
I. An inspection is not technically exhaustive.
II. An inspection will not identify concealed or latent defects.
III. An inspection will not deal with aesthetic concerns or what could be deemed matters of taste, cosmetic defects, etc.
IV. An inspection will not determine the suitability of the property for any use.
V. An inspection does not determine the market value of the property or its marketability.
VI. An inspection does not determine the insurability of the property.
VII. An inspection does not determine the advisability or inadvisability of the purchase of the inspected property.
VIII. An inspection does not determine the life expectancy of the property or any components or systems therein.
IX. An inspection does not include items not permanently installed.
X. This Standards of Practice applies to properties with four or fewer residential units and their attached garages and carports and light commercial property.
2.2. Exclusions:
I. The inspector is not required to determine:
A. property boundary lines or encroachments.
B. the condition of any component or system that is not readily accessible.
C. the service life expectancy of any component or system.
D. the size, capacity, BTU, performance or efficiency of any component or system.
E. the cause or reason of any condition.
F. the cause for the need of correction, repair or replacement of any system or component.
G. future conditions.
H. compliance with codes or regulations.
I. the presence of evidence of rodents, birds, bats, animals, insects, or other pests unless such evidence is obvious and visible.
J. the presence of mold, mildew or fungus in the air unless an Indoor Air Quality Test is performed (for a fee).
K. the presence of airborne hazards, including radon, unless a Radon test is performed (for a fee).
L. the air quality.
M. the existence of environmental hazards, including lead paint, asbestos or toxic drywall.
N. the existence of electromagnetic fields.
O. any hazardous waste conditions.
P. Conformance with manufacturer installation, or any information included for consumer protection purposes, other than Recalls on permanently installed kitchen appliances, HVAC, and water heating systems where the model information was accessible, which shall be delivered in a separate report.
Q. acoustical properties.
R. correction, replacement or repair cost estimates.
S. estimates of the cost to operate any given system.
II. The inspector is not required to operate:
A. any system that is shut down.
B. any system that does not function properly.
C. or evaluate low-voltage electrical systems, such as, but not limited to:

1. phone lines;
2. cable lines;
3. satellite dishes;
4. antennae;
5. lights; or
6. remote controls.
D. any system that does not turn on with the use of normal operating controls.
E. any shut-off valves or manual stop valves.
F. any electrical disconnect or over-current protection devices.
G. any alarm systems.
H. moisture meters, gas detectors or similar equipment.
III. The inspector is not required to:
A. move any personal items or other obstructions, such as, but not limited to: throw rugs, carpeting, wall coverings, furniture, ceiling tiles, window coverings, equipment, plants, ice, debris, snow, water, dirt, pets, or anything else that might restrict the visual inspection, except under two circumstances: Inspector is required to open curtains/blinds for views of windows and move bath mats to confirm condition of shower/bath floors.
B. dismantle, open or uncover any system or component.
C. enter or access any area that may, in the inspector's opinion, be unsafe.
D. enter crawlspaces or other areas that may be unsafe or not readily accessible.
E. inspect underground items, such as, but not limited to: lawn-irrigation systems, or underground storage tanks (or indications of their presence), whether abandoned or actively used.
F. do anything that may, in the inspector's opinion, be unsafe or dangerous to him/herself or others, or damage property, such as, but not limited to: walking on roof surfaces, climbing ladders, entering attic spaces, or negotiating with pets.
G. inspect decorative items.
H. inspect common elements or areas in multi-unit housing.
I. inspect intercoms, speaker systems or security systems.
J. offer guarantees or warranties other than those specifically outlined in these standards.
K. offer or perform any engineering services.
L. offer or perform any trade or professional service other than general home inspection.
M. research the history of the property, or report on its potential for alteration, modification, extendibility or suitability for a specific or proposed use for occupancy.
N. determine the age of construction or installation of any system, structure or component of a building, or differentiate between original construction and subsequent additions, improvements, renovations or replacements.
O. determine the insurability of a property.
P. perform or offer Phase 1 or environmental audits.
inspect any system or component that is not included in these Standards.
Professional Liability Question of the Day: What happens with existing claims?

If you’ve been in home inspection long enough (and performed enough inspections) you know that it is only a matter of time before you run into a situation where a client engages a lawyer to come after you and your company. In fact, just this morning I was reviewing a demand letter against one of the most diligent inspectors I’ve ever met for $400,000.00 and I couldn’t find a single wrongdoing on the part of the inspector.

Home inspectors very often get brought in on issues that don’t have much to do with their responsibilities. When we exclude all of the claims that are covered by warranties provided by the leading home inspection companies, probably 80%+ of all demand letters remaining are the result of fraudulent contractors and another 18%+ the result of a seller’s disclosure issue. Around 100% of them are unavoidable and most will require some sort of expense to get rid of.

What is a “Claim” in Home Inspection Errors & Omissions/General Liability Policies?

Category I: The Absolute Claim.

A Demand Letter, from a lawyer, is the equivalent of “being noticed” in the world of Professional Liability Insurance. The only thing more definitive so far as a “claim” goes is an actual filed complaint (lawsuit). If you have an active back and forth with opposing legal counsel or an active lawsuit, that’s an active claim and your current Insurer, assuming aware of either and properly noticed, would be responsible to see the claim through regardless of whether you are currently insured or switching carriers (so long as they were your carrier on the date you received the communication and remained such through the notification period). The issue behind the demand letter and/or litigation could extend for many years and the insurer would still be responsible.

Category II: The Certain (more than likely) Claim.

Sometimes clients lie about their intent to sue and/or engage an attorney, but if a client has clearly stated their intention to do either of these things and your insurer is on notice, you have an active claim...sort of. It could be that such a threat never becomes anything. It could be that such a threat becomes a demand letter that is responded to and goes silent for some significant period of time, it could be that the threat turns into real litigation.

Either way, if you as the insured noticed your insurer over such an issue and did so while insured, they have an obligation to defend within a reasonable period of time. While some would say such a period is a year or less, few would suggest it is 2 years or more. This is a subjective time period and open to interpretation, but the requirement to cover under a claims made policy is not.

Category III: The Not-So Certain Claim (Reported)

Whether “reported” officially as notice of a potential claim or indirectly reported as part of a “pre-claims” scenario, a reported event with no specific legal threat, demand letter, or filed litigation can still be considered a “known claim” that the insurer at the time of notice becomes responsible for over a reasonable period of time for the issue to become a bona fide claim issue. This period would generally be considered reasonable if within a year although that time could be extended should there be interaction from the insurer or one of their administrators as part of a pre-claims operation.

Category IV: Non-Claims (Unreported or Unfiled)

Did you talk to your insurance agent/administrator about an unhappy client? That’s not necessarily a claim notification at all, especially if the insurer would have no reason while operating in good faith to believe any claim might arise from the situation. If the situation hasn’t moved beyond “customer service situation” until after you made the switch from one insurer to another (or cancelled), then your prior insurer has no obligation to the issue.


What if I have a claim situation that does not fall into one of the above categories?

In that unlikely circumstance, find the most similar category. The outcome is likely the same.

Are there any reasons my prior insurer could deny coverage?

Yes! If you missed a payment, failed to notify when you were served with papers, misrepresented your company in the application/renewal process, or if the issue falls outside of coverage you should not expect the insurer to assist on the matter.

Will my claim be handled differently if I tell my current insurer of the intent to move my business elsewhere?

It may seem that way at times, but the coverage terms did not change when you cancelled your policy and the obligations on the insurer remain the same.
Great response above from BM Wells.
theinspectionteamllc wrote:I recently created my website for my business and wanted to get some honest feedback.


1. You have a phone number on your website, but no one answered. Easy fix, hire a backup call center at https://inspectioncallcenter.com/
2. You have said on your website multiple times you are a "Certified Expert" or "Inspector Expert". These are trademark protected for Certified Inspection Experts, to become one go to https://inspectionsuccess.net/ - and until then I would advise you remove those words.
3. Pricing on your website is a bad idea generally, but in your case you put pricing up WITH time frames. They aren't different from a 1000 square foot house to a 4000 square foot house. That is a little strange.
4. Your website has no content and zero reasons why you should be their choice over another inspector. If you're looking for a great example of a website that accomplishes this check out https://www.gohomepro.com/
5. This dark, basic look is unimpressive.
6. Yelp link is a huge mistake. We have endless articles/posts on this topic.

So basically blow it up, be like Wally, answer your phones, make a million dollars. Simple.
Since I made this post, we have added 5-6 new staff members per week and are very confidently the most staffed in the industry once again, pro rata.
We’re expanding our Inspection Call Center and adding Drew Simonovic as Director of Call Center Operations. More changes to come.

Inspection Call Center announces today, May 8th, 2021, the promotion of Drew Simonovic to Director of Call Center Operations.

Here’s what you need to know about Drew! Other than being a kickass Team Leader, one of the record holders for hours onsite out of all staff for 2020, one of the top booking agents when in that role, and then consistently the 1st or 2nd highest booking team lead for years, the thing I find most intriguing about Drew is his background.

Drew grew up in an entrepreneurial household and that comes with a very high level understanding of the commitment we make to our clients and the commitment they make to their clients. His father, like us, was in the B2B2C category. Once I learned of this, his commitment level made more sense than ever. While all of our staff is exceptionally committed, the decision making and urgency with which Drew handles even the smallest of issues makes him ideal for the position.

Drew was the obvious choice for this role. You’ll see a few familiar faces moving up soon into other innovative roles focused on streamlined training and remote management as we backfill leadership positions and continue to hire Call Center staff at a rapid pace including at our two newest locations in Carmel, Indiana and Dallas, Texas.

Delivering at a High Level.

Several years ago, The Inspection Call Center went to a model where we are open 24/7 for our inspection clients. It wasn’t something we did for higher profits or better margins, it was a move to improve the business of our inspection business owner clients and it resulted in massive growth in our Call Center. We went from being one of the largest call centers in the industry to being the largest by far in a matter of months. Delivering on this scale in this complex industry where each business owner within it runs things vastly different than others has always been a challenge – scaling it further while delivering on that small business-like tenacity will take a few modifications to our teams. Consider this the first of many.

The Importance of a Scalable, Low-Price, Flexible Model.

The Inspection Call Center from The Inspector Services Group has always delivered on two major promises to Home Inspectors:

1. Flexible, Part-Time Solutions.
2. A Low Rate that allows for Profitability.

In the Home Inspection industry, there are generally two types of inspection companies so far as call handling is concerned; small operations with an owner or single office staff member available for inbound calls much of the time and larger operations with an office staff consisting of a few people.

Either model is incapable of making certain all (or even close to all) calls are handled, necessitating an overflow solution. If this solution is set up properly, it allows for maximum efficiency in both cost and customer service levels. When inspection companies go into “full-time solutions”, formerly somewhat popular in our industry, it severely diminishes profit and creates communication issues.

The movement in the home inspection industry today and over the past few years has been to go to a strong part-time model with call centers where 40-70% of overall inspection orders are booked by an overflow solution ( https://inspectioncallcenter.com/ ). The best way to accomplish this is to set up a roll-over call feature where your backup call center is engaged in any of the following circumstances;

- Outside normal business hours
- Staff are on a break
- Staff are in a meeting
- During a power, phone, or internet outage
- When all staff are on a phone call
- When a call is not picked up within 30 seconds

For inspectors without office staff, this list could also include whenever you are in an inspection.

The Cost.

All of our clients pay under $35 per booked inspection, many pay as little as $17 per booked inspection with some of our bulk programs. Regardless of what price you pay, make sure you book enough of your inspections yourself (and when staff is available if you have an office team) that the overall cost blended with bookings you paid no fee on is under $15 per inspection.

The Process and Oversight.

Have a conversation with your Team Leader at Inspection Call Center about all your preferences and make sure all of your settings are properly set in the system. Beyond that, I highly recommended a regular routine with order reviews. It only takes a few moments, it makes sense, and it’s easy for you/your staff to see a deviation from your specific preferences. Remember when you find a mistake (usually a minor one) that the call center rep likely took 5-10 orders that hour and had hundreds of inspection companies they might have taken an order for that day.

Expectations and the Future of Home Inspection Call Centers

A properly run home inspection call center will NOT answer every call immediately. In order to do that, they’d have to charge over $100.00 per booked inspection and that wouldn’t work for a home inspection company. In an ideal circumstance, from a cost and people management perspective, a Call Center will answer within 2 minutes of the rollover call being initiated around 97% of the minutes that there are in a 24 hour period.

To be clear, this means that any Call Center at scale, with a reasonable client base, will have a cumulative period of around 45 minutes (could be 10 minutes here, 20 minutes there) per 24 hour period where wait times are beyond 10 minutes. This is one of the reasons that The Inspector Services Group is the choice of home inspectors – by engaging our staff in more than one duty (our call center reps review RecallChek reports in downtime) we are able to hire more staff than other call centers on the same volume, bringing that cue time in peak minutes of the day into the 5-10 minute range rather than 10+ minutes.

One of the tasks Drew will be charged with as he settles into his new role is figuring out a way to trigger notifications or at the very least report peak times on a per account basis.

Our Goal for 2021

It’s our goal to increase staffing by over 50% in 2021, and under the leadership of David Hardesty (the President of Residential Warranty Services), staffing growth has certainly accelerated. Between that and our two new spaces ready to go with over 60 more seats, we’ll set records once again.

My personal goal, one that Drew shares with me, is to implement a solution that never allows for a hold time of over 3 minutes. We’re working through details and believe we can have that accomplished prior to August 1, 2021.
Excellent post!
Had a great time chatting with the legendary Wally Conway on this topic. If you'd rather listen/watch than read, here you go!

This just hit the newswires and gained editorial approval from EIN. It will likely be in most of the financial websites by end of the week:

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