How Can Inspectors Prepare to Answer Homebuyers’ Biggest Questions?

The National Association of Realtors® (NAR) shares common questions they advise people ask a home inspector—from the state of the roof to radon tests to receipts for HVAC checks. While a list of NAR-recommended questions is at right, we talked to some of ASHI’s top experts in the field to see what they’re hearing from homebuyers.
For the most part, it seems homebuyers’ questions are getting more and more granular, at least anecdotally. Many buyers want to know more about air quality, environmental issues, smart devices, and more. But sometimes buyers come armed with bad information, and home inspectors have to be well educated and careful when communicating issues.
What are Buyers Looking for?
“A lot more questions are being asked of secondary and tertiary services,” said Rob Claus, on ASHI’s Board of Directors and the managing director of The BrickKicker in Chicago. But, he said, that doesn’t always mean they know what they’re talking about.
Just recently Claus talked to a colleague in Vermont who said he was losing work to inspectors offering lead testing. But, Claus wonders, what kind of lead testing?
“Because if you do lead testing according to the law (where you live) and to HUD, you have to be licensed and most likely use an XRF machine,” Claus said. But are these inspectors doing that? Or are some of them purchasing lead testing kits from, say, Home Depot and accepting a great deal of liability?
“That’s just one of the questions,” he said. “I know in our business here in Chicago, our sewer scope business is up 2020–2021 by 300%.” Claus said that’s the result of a few things—buyer beware, more educated buyers, and recommendations from The BrickKicker staff, which includes 20 inspectors. For homes older than 35 years in the Chicago area, The BrickKicker advises a sewer scope.
Today’s buyers are increasingly concerned about environmental issues like mold, asbestos, lead paint, and air quality, according to Mark J. Goodman, a current ACI on ASHI’s Board of Directors and a residential/commercial inspector for Brewer Inspection Services in Manchester, Missouri. “They also have more questions regarding smart home devices and why we can’t test some of those devices,” Goodman says.
Setting the Record Straight
Goodman said that while he doesn’t believe homebuyers’ questions are getting more technical, they do come to inspectors more informed. “But information they have is not always an accurate picture due to non-factual sources,” he said.
Many purchases lately are also “as is,” and ASHI-Certified Inspector Zac Lesh said he’s heard from more homebuyers looking for major issues only. “Many times at the beginning of the inspection, buyers will tell me they are only looking for any ‘deal breakers,’” said Lesh, owner at Home Sweet Home Inspection Company in La Grange, Illinois. “I always remind them that we may find big issues and little issues with the home, and they will all be part of the inspection.”
Lesh also said some homebuyers come armed with a great deal of background info—not all of it accurate. “There is a large amount of information floating around on YouTube, Instagram, et cetera. Sometimes it can be helpful, but sometimes it can be difficult to educate buyers about incorrect information they have received or interpreted from the internet.”
How to be Smart
Every home inspector I talked to emphasized the importance of being prepared and well educated when talking to buyers or real estate agents. “Educate yourself so you can be intelligent in your conversation,” Claus said. “Whether you provide that service (someone is asking for) or not, educate yourself. The greatest thing our industry could do is elevate the knowledge base. To say, ‘Oh, I don’t do that. Call somebody else,’ is a very curt and glib statement. Even if I don’t do a service, I like to be smart enough to point my clients to someone who can help … I’d make sure I had a rolodex of friends I could call—roofer, plumber, sewer scope, environmental…”
Lesh advises home inspectors attend ASHI meetings and training seminars, speak to veteran inspectors, and read trade magazines to stay up-to-date and knowledgeable in the field. “It is extremely beneficial to have a group text thread with fellow inspectors. When you see something new, take a pic, text it to the group, and chances are someone else has some knowledge.”
Goodman says forming associations with subject matter experts and other experienced home inspectors and mentors goes a long way.
“Being a member of an ASHI chapter is even more beneficial because chapter members typically have a built-in network of mentors, home inspectors, and subject matter experts.”
Lesh says home inspectors should never try to “BS” their way through a homebuyer’s question. “If you don’t know, let them know that you will get back to them with the answer. People appreciate honesty and can see BS from a mile away.”
Goodman agrees. “Don’t fake it if you’re not sure or don’t know the answer. Tell your client you will get them an answer and get back to them. Also, don’t ever inspect a unique construction type like a log home if you haven’t inspected it before unless you take another experienced inspector with you.”
And don’t assume the person you talk to knows everything, Lesh said. “Once I was crouched down showing a minor furnace issue to a client. I finished my explanation and asked if they had any questions. The client responded, ’What is the furnace?’ I had to take a second and explain what a furnace’s function was. It wasn’t until I said the word ’heater’ that they had any clue what I was talking about.”
Opinions or statements of authors are solely their own and do not necessarily represent the opinions or positions of ASHI, its agents, or editors. Always check with your local governmental agency and independently verify for accuracy, completeness, and reliability.
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