March 2018 Reporter

ASHI

3.18

REPORTER

INSPECTION NEWS & VIEWS FROM THE AMERICAN SOCIETY OF HOME INSPECTORS, INC.

WELCOMING 2018 ASHI PRESIDENT TIM BUELL ON MY MIND

BY ASHI PRESIDENT TIM BUELL P.44

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INSPECTIONWORLD 2018 ORLANDO RECAP P.12

SEWER INSPECTIONS QUESTIONS FROM THE FIELD

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2017 ASHI AWARDS

20

SETTING SALES GOALS

22

INDOOR AIR QUALITY THE REAL CULPRI TS I N “SICK HOMES”?

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SMART INSPECTIONS HYDRONIC EXPANSION TANKS

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2

ASHI Reporter • March 2018

Radon Gas Test kit Call For Pricing!

3.18

ASHI

REPORTER

March 2018

FEATURES 8

Expanding the Vision with Sewer Inspections: Questions from the Field

By Peter Hopkins, ACI

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IW Magic in Orlando INSPECETIONWORLD® 2018

16

2017 ASHI Awards

ASHI Staff

ASHI Staff

18 The ASHI School

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COMMERCIAL BUILDING INSPECTIONS: ARE YOU CERTIFIED?

By Richard Weldon, P.Eng., Carson Dunlop Weldon & Associates Ltd.

Setting Sales Goals

By Alan Carson, Carson Dunlop, www.carsondunlop.com, 800-268-7070

22 Indoor Air Quality: Who or What Are

28

the Real Culprits in “Sick Homes”?

My 600/300Study

By Jeffrey C. May, Principal Scientist, May Indoor Air Investigations LLC

Smart Inspector Science

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

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Vol. 35, #3

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2 emsl.com 5 TargetProIns.com 7 allenins.com 15 PropertyInspectorInsurance.com 15 htoyh.com 21 NHIEStudyGuide.org 26 orep.org 30 ASHI.org 31 844-268-2677 31 3dinspection.com 31 softconference.com/ashi 35 CarsonDunlop.com/tryhorizon 39 RTCA.com 39 ASHIPrintOnDemand.com 41 ahomewarranty.com 43 inspectorproinsurance.com/ashi 45 AmericasCallCenter.com 47 sunradon.com 48 HomeGauge.com/CRL

36

The Launch of a New Chapter Website

By Mark Goodman, ACI, St. Louis ASHI President

DEPARTMENTS

6 Being Frank Frank Lesh, ASHI Executive Director

12

32 ASHI Community

Chapter News, Listing and Education

38 Chapter Spotlight

By Mark Goodman, ACI, St. Louis ASHI President

42 Postcards From the Field

It’s Wacky Out There

46 On My Mind

By ASHI President Tim Buell

March 2018 • www.ASHIReporter.org

3

ASHI National Officers and Board of Directors Educated. Tested. Verified. Certified.

A SH I M ISSIO N S TATEM ENT To set and promote standards for property inspections and to provide the educational programs needed to achieve excellence in the profession and to meet the needs of our members.

Main Phone: 847-759-2820, 8:30 am - 5:00 pm Mon. - Fri., CST EXECUTIVE DIRECTOR

Frank Lesh, Executive Director, 847-954-3182, frankl@ashi.org Bonnie Bruno-Castaneda, Executive Assistant, Human Resources & Project Coordinator, 847-954-3177, bonnieb@ashi.org EDUCATION, CE APPROVAL, ASHI ONLINE LEARNING CENTER, INSPECTIONWORLD, CHAPTER RELATIONS

Officers Tim Buell, President Marysville, OH, 614-746-7485 tim.buell@gmail.com

Bruce Barker, Treasurer Cary, NC, 919-322-4491 bruce@dreamhomeconsultants.com

Scott Patterson, President-Elect Spring Hill, TN, 615-302-1113 scott@traceinspections.com

Michael Conley, Secretary Anna Maria, FL, 941-778-2385 FLinspector@outlook.com

Mike Wagner, Vice President Westfield, IN, 317-867-7688 mwagner@ralis.com

Howard Pegelow, Immediate Past-President Gilbert, AZ, 414-379-4186 hpegelow@yahoo.com

Directors Bronson Anderson 2018-2020 Waynesboro, VA, 540-932-7557 2inspect4u@gmail.com

Darrell Hay 2018-2019 Snohomish, WA, 206-226-3205 darrell@safesoundhome.com

Eric Barker 2018-2020 Lake Barrington, IL, 847-408-7238 ebarker@morainewoods.com

Reuben Saltzman 2017-2019 Maple Grove, MN, 952-915-6466 reuben@structuretech1.com

Shannon Cory 2018-2020 Fayetteville, GA, 770-461-3408 shannon@rainbowhomeinspections.com

Bob Sisson 2018-2020 Boyds MD, 301-208-8289 Office@inspectionsbybob.com

James J. Funkhouser 2017-2019 Manassas Park, VA, 703-791-2360 jfunkhousr@aol.com

Blaine Swan 2016-2018 Columbus, OH, 614-506-0647 goodeyeinspections@gmail.com

Bryck Guibor 2017-2019 Tucson, AZ, 520-795-5300 bryck@msn.com

John Wessling 2016-2018 St. Louis, MO, 314-520-1103 john@wesslinginspections.com

Richard Hart 2016-2018 Conyers, GA, 770-827-2200 Ashi1@comcast.net

Speaker, Council of Representatives Hollis Brown, 2017-2018 Manassas, VA, 703-754-8872 Inspectors@ThoroSpec.com

David Haught 2016-2018 Huntington, WV, 304-417-1247 inspector@wvchi.com

ASHI STAFF

Michele George, Director of Education, Events and Chapter Relations, 847-954-3188, micheleg@ashi.org MEMBERSHIP & PRODUCT ORDERS

Jen Gallegos, Manager of Membership Services & U.S. DOE Home Energy Score Assessor Coordinator, 847-954-3185, jeng@ashi.org Janet George, Membership Services Supervisor, 847-954-3180 janetg@ashi.org George Herrera, Membership Services Assistant, 847-954-3196 georgeh@ashi.org Michael Krauszowski, Membership Relations Administrator 847-954-3175, Michaelk@ashi.org Mark Lester, Membership Services Coordinator, 847-954-3176 markl@ashi.org ACCOUNTING

Toni Fanizza, Accounting & Purchasing Manager 847-954-3190, tonif@ashi.org Beverly Canham, Financial Assistant, 847-954-3184 beverlyc@ashi.org WEBSITE, INFORMATION SYSTEMS, DATABASE

Mike Rostescu, Assistant Executive Director & Director of IT 847-954-3189, miker@ashi.org COMMUNICATIONS

Dave Kogan, Director of Marketing & Business Development Advertising, Marketing, IW Expo Hall, Public Relations 847-954-3187, davek@ashi.org Kate Laurent, Design & Digital Strategy Manager, “ASHI Reporter” Art Director, 847-954-3179, katel@ashi.org Chris Karczewski, Social Media & Digital Strategist 847-954-3183 chrisk@ashi.org

Publisher: Frank Lesh Editor: Carol Dikelsky Art Director: Kate Laurent Assistant Art Director: George Ilavsky American Society of Home Inspectors, Inc. 932 Lee Street, Suite 101 Des Plaines, IL 60016

847-954-3179 Reporter calls only

George Ilavsky, Graphic Designer & Free Logos, georgei@ashi.org

847-299-2505 (fax) Reporter only Email: frankl@ashi.org

THE ASHI SCHOOL

Advertising: Dave Kogan Phone: 847-954-3187, Email: davek@ashi.org

ASHI REPORTER – ISSN 1076-1942 – the official publication of the American Society of Home Inspectors, Inc. (ASHI), 932 Lee St., Suite 101, Des Plaines IL 60016, is published monthly. Annual subscriptions: $44.95 to non-members. Periodical postage paid at Des Plaines, IL 60016 and additional mailing offices. POSTMASTER: Send address changes to ASHI Reporter, 932 Lee Street, Suite 101, Des Plaines, IL 60016-6546.

Copyright© 2018, ASHI. None of the content of this publication may be reproduced, in any manner, without the prior written consent of the publisher. Inclusion of or specific mention of any proprietary product within does not imply endorsement of, nor does exclusion of any proprietary product imply non-endorsement, by the American Society of Home Inspectors, Inc. Opinions or statements of authors and advertisers are solely their own, and do not necessarily represent the opinions or positions of ASHI, its agents or editors. See above for information pertaining to submission of articles, advertising and related materials.

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ASHI Reporter • March 2018

Russell Daniels, Executive Director of the ASHI School 847-954-3178, Russelld@theashischool.com Michelle Santiago, Executive Assistant, 847-954-3198 Michelle@theashischool.com Tracy Vazquez, Sales Representative, 847-954-3181 Tracy@theashischool.com Avery Dinn, Sales Representative, 847-954-3191 Avery@theashischool.com Jimmy Harding, Administrative Assistant, 847-954-3194 Jimmy@theashischool.com

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March 2018 • www.ASHIReporter.org

5

BEING FRANK

EYE DOUBLEYOU

By Frank Lesh, ASHI Executive Director American Society of Home Inspectors Direct: 847-954-3182 Frankl@ashi.org • www.ashi.org

that all inspectors have found, will find or should find during their careers. To see the actual inspection, go to: www.facebook.com/ASHIinspection/videos/2301197646573007/.

W

hen it comes to home inspection conferences, IW has no equal.

InspectionWorld® 2018 Orlando offered…

•

more courses (45)

•

more Grab ’n Go courses (10)

• • • • •

more exhibitors (106)

more pre- and post-conference courses (9)

more Allied Associations in attendance (9) more multi-inspector firms (26)

more veterans honored and recognized (80)

• most importantly, more attendees (1,225 final attendance number)!

For a complete rundown of IW 2018, go to www.homeinspector.org and click on InspectionWorld.

Including the pre- and post-conference courses, ASHI Director of Education and Events Michele George coordinated more than nine days of top-notch home inspection–related education. One of my favorites was the “Live” Home Inspection Class. Mike Rostescu, Chris Karczewski, Juraj Ilavsky and Kate Laurent broadcast from a house selected by local inspectors, who went through it just like they would an actual home inspection. Classroom attendees watched the inspection live, asking questions and conversing with the inspectors on site. This year, with the cooperation of Florida Association of Building Inspectors (FABI) President Manny Gonzales and his board of directors, we had FABI members (Jon Bolton, Bo Passen, Brad Scott and FABI Vice President Jean Anne Baker) at the house for the inspection.

Back in the classroom, FABI Immediate Past-President Ralph Cabal and FABI board members Kelly Gibson and John Shishilla helped answer Florida-specific questions. And finally, as an added benefit, we had Peter Hopkins of United Infrared going over his infrared (IR) findings and doing a sewer scope inspection of the house.

All in all, we had the best group of professionals north of the Florida Keys and east of San Diego, CA, showing some of the problems

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ASHI Reporter • March 2018

It’s not possible for one person to write about every session we had at IW because there’s no way to be in every classroom or attend every course, but the smorgasbord of choices is enticing. The hardest part is choosing the ones you want to ingest.

A huge part of IW, aside from the classes, though, is the exhibit hall. ASHI Director of Marketing and Business Development Dave Kogan outdid himself again in corralling the best exhibitors ever assembled for the best home inspection conference in the world.

Without a doubt, if it wasn’t at IW, you don’t need it. Also, ASHI’s Membership Team, Jen Gallegos, Micael Krauszowski and George Herrera, manned the ASHI booth in the exhibit hall to answer questions from attendees.

Executive Assistant and Project Coordinator Bonnie Bruno did an exemplary job of keeping me on schedule for all of my meetings… not an easy task when all I want to do is talk to the inspector friends I may not see but once a year.

Registration for IW this year was an example of how technology has improved the check-in process. This year, Toni Fanizza, Janet George, Michelle Santiago and Russell Daniels from the ASHI staff managed the streamlined process. By typing in their names, pre-registered attendees saw their information pop up on an iPad and then immediately received personalized badges with RFID codes that allowed them access to the conference.

One thing I’d like to stress is that, although modern technology is an important part of our lives, there is no substitute for rubbing elbows and exchanging war stories in person with other professionals. Certainly, we can chat online and share images, but it’s just not the same as being there.

It won’t be long before we’ll be talking about IW 2019 in San Diego.

So, stay tuned and keep safe.

7March 2018

• www.ASHIReporter.org

7

Sewer Inspections

EXPANDING THE VISION WITH SEWER INSPECTIONS: QUESTIONS FROM THE FIELD

By Peter Hopkins, ACI

Well, by now you’ve probably had a chance to read my article, “Getting to the Root of it with Sewer Inspections,” in the November issue of the Reporter, and maybe you also had a chance to get introduced to sewer inspections by attending my session at InspectionWorld® 2018 in Orlando. But, if you somehow missed both, it might be worth your time to pull the November Reporter off the reading shelf, especially if you are looking for a great way to increase your inspection fees in 2018.

Hands down, adding sewer inspections in 2014 was one of the best decisions I’ve made for my business. Plus, I continue to hear praise on a weekly basis from inspectors who took my advice to that leap, too—even a few old-timers who were willing to learn a new trick.

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ASHI Reporter • March 2018

Sewer Inspections

WHO SAID YOU CAN’T TEACH AN OLD DOG NEW TRICKS? AND WHEN I SAY “OLD DOG,” Personally, I hope I am as excited about doing inspections when I am 80 (yes, I said 80) as I am right now. Most people say that they’ll retire by the time they are 80, but personally, I define retirement as not having to work, not that I won’t be working. So, I feel that when you love what you do, you could hope to die doing it (not literally, of course—I mean that people will still want me for my expertise until my last breath).

I MEAN IT IN A GOOD WAY.

For a quick refresher, here are a few things I tackled about the sewer inspection business in the November article: • the time it takes to do a sewer inspection (about 15 minutes average) • the income potential (30%-50% increase in revenues) • a brief discussion of how to sell sewer inspections

March 2018 • www.ASHIReporter.org

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Sewer Inspections

It’s my intention with this article to give you information about some of the questions and comments that come to me, some of which you might have had yourself!

DO YOU NEED TO BE LICENSED? MY STATE REQUIRES A PLUMBING LICENSE. Great question and obviously, the answer to this can vary from location to location. My answer is to dive into the intention of licensing in the first place. This is really designed around stopping people from doing work they are not qualified to do and to have some regulatory direction.

IN THE CASE OF A SEWER VIDEO INSPECTION, HOW IS THIS DIFFERENT FROM THE REST OF YOUR INSPECTION? ARE YOU NOT, IN EFFECT, INSPECTING WITH ANOTHER SET OF EYES TO THE UNKNOWN ZONE? Obviously, you are not doing repairs or building anything, so what I believe is, if you hear people saying you have to be a plumber to inspect a sewer, it is pure protectionism of their trade. Many states encountered contractors who felt they were better qualified to do inspections when it came to a state initiating licensing regulations for home inspectors.

My take on it is this: If contractors did their job, inspectors would be in a scarce field. Okay, yes, I am familiar with homeowners’ jobs that have been inspired by big-box home improvement ideas, but my suggestion is to challenge your local- or state-level officials if you feel there is a block wall stopping you. I think if you play your cards right and do a little research, you will find inspections are inspections and nothing more.

YOU MENTIONED CAPTURING 35% INCREASES WITH $175 INSPECTION FEES; PEOPLE IN MY AREA ARE PAYING $100 FOR SEWER SCANS! Well, I am guessing that your inspection fees are lower, too, and when you do the math and calculate the time it takes, the return on the investment percentage is still there!

YOU SAY IT TAKES 15 MINUTES TO DO AN ENTIRE SEWER INSPECTION, BUT I LIVE IN AN OLDER AREA WITH OLDER PIPES, AND IT MAY TAKE ME 15 MINUTES JUST TO GET THE CAP OFF! Great point; however, I must emphasize that in my business, I look for the cream of the crop on SewerScan jobs. If I see a challenging or difficult job (meaning, I can tell that it will take me more time than I typically allow), I leave that job for the plumber.

Something to consider, though, that I may not have mentioned in my previous article, is that when people have root problems, it is an ongoing thing. Often, they have a plumber do a rooting job every six to 12 months. These houses usually have clean-out caps that are readily accessible and easily come off. (Think about it: The easiest ones to open up are likely the worst pipes!)

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ASHI Reporter • March 2018

I UNDERSTAND THAT YOU USE A 100-FOOT SEWER CAMERA, BUT IN MY PART OF COUNTRY, IT MIGHT BE 200 FEET TO THE MAIN SEWER. Well, the code is on your side, as clean-outs are required every 100 feet and this has been a requirement for some time. I chose the camera system I use because of its portability, professionalism and the fact that it seals up in its own case (meaning, there is no open reel).

Also, the pan-tilt camera head is priceless—I’ve used it during several moisture-intrusion jobs as part of the thermal imaging division of my company. If you have a 200-foot line, you should have access to a second or third clean-out. If not, you can address this condition in the same way you would the rest of your inspection, by emphasizing the level of “accessibility.”

SOMETIMES, AFTER I DO A SURVEY, SELLERS ASK ME WHERE THE ROOTS WERE LOCATED AND HOW DEEP THEY WERE. DOES THE CAMERA YOU USE ALLOW YOU TO SEE THIS? The camera model I use does have a locator, so I can locate the deficiency; however, I don’t do this normally unless I am specifically asked about it during the survey. You’ve heard the saying “time equals money,” right?

So, the more time I spend on site helping out sellers, the less I make!

That said, I strive to ensure that all of my clients come away from the inspection understanding what, specifically, they will need to hire a plumber to locate.

If I do offer a location, I note it generically, with comments like “in this general area.” Locating the depth is another thing. The sewer camera I use has a locator that does not identify depth, so to address depth, I’ve purchased another company’s locator that can address both depth and location. Let’s just say I like to be prepared!

I also chose to have an alternate camera on hand because it has a frequency emitter that I can use for future opportunities as I expand my service offerings. For example, often I can see a trace wire with gas lines and the emitter will be connected to a tracer line, so I can locate that along with other things, like septic tank locations and underground ducts.

Sewer Inspections

YOU SPENT HOW MUCH ON YOUR SEWER CAMERA?!

DO YOU HAVE MORE QUESTIONS?

Yes, I spent more than $7,000 and yes, you can get systems for about $1,000, but honestly, I’ve known some inspectors who “buy low” and then later buy the good stuff. I am all for low-cost tools, but not for the ones I need to depend on every day. Inspectors make good money—you can afford the more expensive stuff. If you have to finance the purchase, the payment typically works out to equal your fee for one SewerScan a month ($175 per month, based on a $7,500 purchase with decent credit). If you can do that, all the rest is profit.

Visit sewerscan.com for more information on cameras and testimonials from inspectors who’ve expanded their vision with sewer inspections. Scroll down on the first page to register for a free, on-demand, one-hour webinar.

You can call our office (888-722-6447) for more information, email me at peter@unitedinfrared.com or call me directly at 760-593-2339.

IS THERE FINANCING FOR THIS SORT OF THING? Yes. Reach out to your local bank or credit union. Most companies offer financing. Ours is www.unitedinfrared.com/financing.

HOW DO I GET TRAINING AND HOW LONG DOES IT TAKE TO LEARN? There is not much out there in the line of sewer inspection training for home inspectors, so we developed www.sewerscan.com specifically to train inspectors. It is a course by inspectors for inspectors and we incorporate tips from a 100-year-old plumbing company to give you the scoop!

I AM NEW TO HOME INSPECTIONS. Great, here is a great add-on to build your business even more. You will likely work hard to get your customers, so making more from the inspections you do will definitely help your business take off.

I AM NOT INTERESTED IN STICKING MY HANDS IN THE DRAIN! I get it, but by using good methods, all of which are taught in our training class, you will feel comfortable shaking your client’s hand at the end of the inspection.

Peter Hopkins has operated a successful home inspection company since 1996 (www.inspecdoc.com) and has performed more than 7,000 property inspections. The company expanded into infrared in 2005, with the opening of SoCal Infrared (www.socalinfrared.com), and has found success in many areas of diversification. Peter expanded his business in 2014 with the purchase of a sewer camera and found success in adding a new revenue stream to his business. He is the cofounder of United Infrared (www.unitedinfrared.com), a national network of contract thermographers that provides application-specific training and business coaching in a multitude of applications related to infrared technology and other vision technologies like sewer cameras. Peter is a Level III Certified Thermographer, ASHI Certified Inspector, ICC Code Certified Building Inspector, Electrical Inspector and Certified HERS Energy Rater. Peter lives in Southern California with his wife and two children.

11March 2018

• www.ASHIReporter.org

11

IW MAGIC IN ORLANDO

OR

LANDO 20

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INSPECTIONWORLD® ORLANDO 2018 What is the magic that occurs at InspectionWorld®?

Is it experiencing the interesting classes and speakers and the packed expo hall? Many enjoy dancing the night away at the Gala. The Florida sunshine poolside at the Caribe Royale Resort was certainly re-energizing. But when asked, attendees will tell you what they enjoy the most about IW is meeting people from across the country. The IW magic is the camaraderie and spirit of friendship enjoyed when participants meet to spend time with each other. InspectionWorld is the largest gathering of home inspection professionals in North America. It’s exciting that IW attendance continues to grow every year.

Attendance reached 1,225 in Orlando.

In addition, participants enjoyed special evening events, planned networking and social activities, reconnecting with old friends and making new ones.

View photos at www.universalphoto.com/ASHI/IW2018.

View videos and testimonials on ASHI Facebook.

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ASHI Reporter • March 2018

4 DAYS OF CONFERENCE EVENTS & EDUCATION:

45 EXPERTLY LED SESSIONS 5 EDUCATIONAL TRACKS 9 PRE- & POST-CONFERENCE TRAINING CLASSES

10 VENDOR GRAB ‘N GO SESSIONS 120 EXHIBITORS 40,000 SQUARE FOOT EXPO HALL

13March 2018

• www.ASHIReporter.org

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JOIN US AT INSPECTIONWORLD IN SAN DIEGO TOWN AND COUNTRY RESORT

JANUARY 20-23, 2019

REPORT OUT 2018 JANUARY BOARD MEETING MOTION: To form a task force to be named “The Emerging Technologies Committee”. PASSED MOTION: T o update membership and annual renewal question as listed below.

Updates to be completed by ASHI ED, Manager of Membership and Legal Counsel.

— Have you ever been charged with, pled guilty or been convicted of a crime? (if yes, explain) PASSED

MOTION: Approve the revised Policy Manual. PASSED MOTION: A pprove the agreement between ASHI and Dream Home Consultants, LLC for ASHI to

distribute the book: Commentary on the ASHI Standard of Practice for Home Inspections. PASSED

MOTION: To approve the President-Elect and Speaker of the CoR nominees to the Election Committee, as follows: PASSED

BILL JACQUES, Past-President – term expires January 2019 ALDEN GIBSON, Past-President – term expires January 2020 BILL LODEN, Past-President – term expires January 2021 TONY SMITH, Past Director – term expires January 2019 BOB WALSTEAD, Past Director – term expires January 2020 LARRY CERRO, Past Director – term expires 2021

MOTION: T he ASHI Board to change the fiscal year end from

September 30 to June 30, effective June 30, 2018. PASSED

14

ASHI Reporter • March 2018

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262-303-4884 15March 2018

• www.ASHIReporter.org

15

2017 ASHI Award Winners

2017 ASHI AWARD WINNERS All awards were presented during the Annual Luncheon and Business Meeting at InspectionWorld® 2018 in Orlando, FL, January 20, 2018.

Philip C. Monahon Award 2017 Winner: Kevin Vargo ASHI members take pride in receiving the award created in memory of the man who led the society in its early years as Executive Director. Described as a visionary who maintained the organization’s focus on valid standards, combined with strict conscientious business practices, Philip C. Monahon set the bar high for the leaders who have followed.

In addition to recognizing an outstanding member every year, ASHI donates $500 to the NewtonWellesley Hospital, Newton, Mass., in the name of deceased member Philip C. Monahon.

John Cox Award 2017 Winner: Bob Anderson John Cox served on a national committee, taught week-long seminars and routinely inspected homes, although numerous operations on his legs due to diabetes meant using crutches and a wheelchair to do so. Nevertheless, it was dedication and service to two ASHI chapters that earned the greatest respect from his peers.

Bob Anderson (inset) posthumously received the 2017 John Cox Award.

His son, Bronson, accepted the award in Bob’s honor.

16

ASHI Reporter • March 2018

Kevin Vargo receives the 2017 Monahon Award from the 2016 winner, Alden Gibson.

View & Download Photos

Relive the conference or see what you missed!

Photos are available free of charge for download or to order prints.

Go to www.inspectionworld.com

Ironman Award

President’s Award

Frank Lesh receives the Ironman Award from Howard Pegelow, 2017 President.

2017 Winner: Frank Lesh

Randy Sipe was honored with the President’s Award from 2017 ASHI President Howard Pegelow.

2017 Winner: Randy Sipe Howard Pegelow, 2017 ASHI President, chose Randy Sipe as the recipient of the President’s Award, which is given for outstanding service to the President and the Board of Directors for a specific year.

Dedicated Service Award Tim Buell receives a Dedicated Service Award from 2017 President Howard Pegelow for his service to ASHI.

Outgoing President Howard Pegelow chose Frank Lesh for the Ironman Award. Accepting special assignments and working behind the scenes, he was the perfect fit for an award described as follows: Every organization has its unsung heroes, who labor quietly in the background but with great dedication. The Ironman Award, established in 1998 by John Palczuk, recognizes an individual member who has given time, energy, talent and determination to ASHI over a long period of time and with little recognition.

Chapter Growth by Numbers: In 2017,

the Ohio Southern Chapter grew by the greatest number of members.

Chapter Growth by Percentage: In 2016,

the Mid-Missouri Chapter had the greatest increase in membership by percentage.

17March 2018

• www.ASHIReporter.org

17

COMMERCIAL BUILDING INSPECTIONS: ARE YOU CERTIFIED?

By Richard Weldon, P.Eng., Carson Dunlop Weldon & Associates Ltd.

T

he most common question that The ASHI School receives about the Commercial Building Inspection Course is this: When I am done with the course, will I be certified to do commercial inspections?

There seems to be some confusion among prospective attendees as to the credentials required to perform Commercial Building Inspections, more commonly known as Property Condition Assessments (PCAs).

How long did it take you to learn how to do home inspections and be confident doing them? Six months? Two years? Is it realistic that a threeday course or even a two-week course would have you fully prepared to inspect all kinds of commercial properties?

It is a natural progression for home inspectors to expand and diversify their business by including PCAs as they gain more experience. Naturally, it helps to understand the rules of the game. PCAs are performed to the ASTM Standard E 2018.

More than 30 states license home inspectors and each state has specific requirements. Most people assume that, since additional knowledge and experience are required to perform commercial building inspections, there must be a licensing requirement or certification process.

However, there is currently no required credential for performing PCAs. There are several reasons why certification or licensing is not required, including the following:

1. Home inspections are performed for the general public. The general

public is not expected to have in-depth knowledge on how houses work or even how to choose a home inspector with the proper credentials. As a home is probably the single largest purchase or investment a person will make, a poor decision can be financially disastrous. Thus, many governments protect the public through licensing.

2. People who buy commercial properties are generally business people making a business decision. Commercial buyers are more sophisticated when it comes to real estate transactions and exercise due diligence when buying commercial property. This includes choosing a commercial building inspector with the appropriate credentials. It still is “caveat emptor” (buyer beware).

3. Commercial property buyers and investors are making a financial

business decision rather than an emotional personal decision as with homebuyers. Commercial investors typically have realistic expectations of the limitations of a visual PCA. Accordingly, there are far fewer complaints relating to PCAs and far less lobbying by business people for accreditation of those who perform PCAs.

18

ASHI Reporter • March 2018

ASTM STANDARD E 2018

There is no requirement to be an engineer or an architect, either. Even the ASTM Standard, E 2018-15, Section 6.7, says the following: “Not a professional Architectural or Engineering service – it is not the intent of this guide that by conducting the walkthrough survey or reviewing the Property Condition Assessment Report (PCR) that the consultant, the field observer or the report reviewer is practicing Architecture or Engineering. Furthermore, it is not the intent of this guide that the either the report reviewer or the field observer, if they are an Architect or an Engineer, must either sign or seal the report as an instrument of professional service or identify this signature as being that of an Architect or an Engineer.”

I agree with Section 6.7 in the ASTM Standard. We do not design or calculate. We look for evidence of non-performance in the systems and structures we review. We are not required to comment on the cause of the deficiency noted and we do recommend further evaluation (possibly by a professional engineer) when more in-depth review is required.

SPECIALISTS MAY BE NEEDED

One could argue that sometimes specialized knowledge is required to visually identify non-performance during a PCA. I agree. That is why inspectors, as generalists, must sometimes engage specialists to assist them during the PCA. The aspect of a specialist assisting the field observer is also identified in the ASTM Standard. I maintain that in the PCA business, it is important to “know what you don’t know” so you can engage specialists, as required.

Some commercial clients, lenders and others will be looking for some form of credential. If a lender is involved in the transaction, they may be the ones requiring the inspection. Depending on the size and complexity of the building, the lender may want to see a professional engineer involved in the inspection. So, you should have a structural engineer as one of the specialty consultants you can call on from time to time.

SUMMARY

In short, you need to be competent to perform PCAs, but you don’t need a special designation or certification.

Plan now to take The ASHI School’s Commercial Building Inspection Course. See details on Page 19.

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During our three-day Commercial Building Inspection Course, you will learn all you need to know to get your Commercial Inspection Division up and running. Our instructors are professional engineers, with more than 30 years of commercial building inspection experience.

WHY HOME INSPECTORS SHOULD LEARN TO DO COMMERCIAL INSPECTIONS:

• Residential inspections = emotional attachment; call backs for irrelevant things. Commercial inspections = financial consideration only; clients don’t attend the inspections, so few or no call backs!

• You’ll earn better money than residential inspections.

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Note: All class dates subject to change.

19March 2018

• www.ASHIReporter.org

19

Marketing: Setting Sales Goals

SETTING SALES GOALS

By Alan Carson, Carson Dunlop, www.carsondunlop.com, 800-268-7070

Author’s note: The numbers we suggest in this article are simply examples that can help you define your sales goals and set up a business plan. Actual figures and market conditions in your area may vary significantly from the examples outlined here. It is important to research and understand your area of business in order to set realistic financial goals.

The solution is to solicit only top agents and to maximize your success rate by using solid sales techniques. Consider how many inspections you can get from a top real estate agent. The top agent for our company refers more than 100 inspections per year to us. Many agents refer five to 10 inspections per year to us. A reasonable number of inspections to expect from a top agent might be 20 inspections in a year.

Goal setting is vital to succeeding in sales. Because rejection is part of the process (see the Carson Dunlop article “Interpersonal Skills: Handling Rejection,” in the January 2018 issue of the Reporter), you need to define your goals in order to turn the process into a positive experience.

What does the math look like now? You need 25 top agents referring business to you. With a success rate of one in 20, you would have to solicit 500 agents. To build your business to full capacity in one year, you would have to make 1.9 contacts per day and meet with two or three agents per week.

What are some realistic goals? Let’s look at the math.

Be reasonable about what your business will look like when you succeed and then aim for it. Realistically, you can only inspect a maximum of three houses per day without sacrificing your service level and professionalism. In a 20-day month, that’s 60 inspections. If your fee is $400 per inspection, you’ll earn $24,000 per month or $288,000 per year.

That sounds great, of course, but it is not a realistic number. Most inspectors do not average three inspections per day. A more realistic average number is 2.0 to 2.5 inspections per day. Let’s adjust our example to two inspections per day or 40 inspections per month (based on a 20-day month). An inspector who does 480 inspections per year is very successful, with a gross annual income of $192,000 (480 inspections x $400 per inspection).

Now consider how much business you can solicit from real estate agents. If you solicit agents at random, the numbers can look dismal.

On average, agents sell only two homes per year. This means you would need 250 “average” agents referring business to you to get 500 inspections in a year. If you factor in a success rate of one in 20, you would need to solicit 5,000 agents. (This success ratio is arbitrary—we chose to use a low success rate to show you a worst-case scenario. If you are a good salesperson, your success rate will be higher.)

Playing out this example a little further, to build your business to full capacity in one year would mean making almost 20 contacts per day and meeting with five to 10 agents! Not only is this unrealistic, it raises another question: When are you going to find the time to do any inspections?

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ASHI Reporter • March 2018

These numbers look a bit more reasonable. And don’t forget that this model would grow your business to full capacity in one year. Achieving full capacity in two years would be better than average.

If you are doing your job well, you will get referrals from satisfied clients. Also, your marketing, advertising and public relations campaigns will generate prospects that will turn into satisfied clients. Our advice is to keep setting and reaching for your goals!

Carson Dunlop - Consulting engineering firm devoted to home inspection since 1978. www.carsondunlop.com

KEEP QUENCHING YOUR THIRST FOR KNOWLEDGE ONLINE. EARN ASHI CE and STATE–APPROVED CE’s with classroom videos. www.softconference.com/ASHI/default.asp

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IN GIFT CARDS WITH EACH NEW MEMBER TO REFER A MEMBER; Download the Membership Application form, have the new member fill it out, (including his/her member number in the referral field).

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MEMBERSHIP@ASHI.ORG OR FAX TO 847-759-1620.

Questions?

Contact Jen Gallegos; jeng@ashi.org.

21March 2018

• www.ASHIReporter.org

21

Indoor Air Quality

INDOOR AIR QUALITY: WHO OR WHAT ARE THE REAL CULPRITS IN “SICK HOMES”?

MY

600/300STUDY

By Jeffrey C. May, Principal Scientist, May Indoor Air Investigations LLC

A

number of years ago, I did a study of 600 “sick homes” (SHs) in which occupants suffered heath symptoms that could be associated with their home environments. In these homes, I took air and dust samples, and examined the samples by microscopy to determine what possible allergenic particles might be present. Over the years, I have analyzed more than 35,000 samples from homes, schools and offices.

More recently, I compared some characteristics of these SHs with a randomly selected group of 300 “control homes” (CHs) in which I had done pre-purchase ASHI home inspections for buyers. I reviewed the observations from my written reports on all 900 of the SHs and the CHs, and the results of this study are, I believe, quite significant.

(An earlier version of this study was published in Johanning, E., ed.

Bioaerosols, Fungi and Mycotoxins: Health Effects, Assessment, Prevention and Control. Eastern NY Occupational and Environmental Health Center: Albany, NY; 1999.)

The health symptoms that occupants suffered in the SHs included asthma (26%) and allergies or respiratory complaints, congestion and chronic fatigue (74%).

I considered the following characteristics for the home comparisons:

•

basement moisture stains

•

wall-to-wall carpeting

•

finished or carpeted basements

•

central air conditioning (A/C)

•

forced hot-air heat

Basement water stains were somewhat more common in the CHs (62% versus 52%); wall-to-wall carpeting was slightly more common in the SHs (63% versus 52%). Forty-one percent of the SHs had hotair heat, compared with only 29% of the CHs; and 44% of the SHs had finished or carpeted basements, compared with only 31% of the CHs. This led me to conclude that, in homes with hot-air heat or carpeted, finished basements, occupants were somewhat more likely to suffer health symptoms.

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ASHI Reporter • March 2018

Jeffrey May is the principal scientist, May Indoor Air Investigations LLC, Tyngsboro, MA. Contact Jeff at 978-649-1055, info@mayindoorair.com or visit www.mayindoorair.com.

AIR CONDITIONING Thirty-seven percent of the SHs had central A/C, as compared with only 19% of the CHs—a significant finding, suggesting that in a home with central A/C, occupants are about twice as likely to have environmentally associated health symptoms.

The American College of Occupational and Environmental Medicine (ACOEM) estimates that approximately 10% of people are allergic to mold. At the time of my study, which involved homes in the Boston area, the U.S. Census reported that about 19% of homes had central A/C, in agreement with my findings. But nationwide, more than 90% of newly constructed homes have hot-air heat (that is, furnace or heat pump) with central A/C. As A/C proliferates, so too can mold allergy symptoms.

In 81% of the SHs, I found elevated levels of airborne fungal spores from three categories of mold, typically Penicillium species, Aspergillus species or both (referred to collectively as Pen/Asp spores, as they cannot be distinguished by microscopy); Cladosporium species; or a combination of these three. Correspondingly, a majority of the A/C systems in SHs were contaminated with mold growth—most often on or near cooling coils—with the same three categories of mold predominating. (In a 1996 article titled “Fungal Colonization of HVAC Fiberglass Air-Duct Liner in the U.S.A.,” in which 1,200 samples of liner from across the country were analyzed, microbiologist C. Yang found that about one-half the samples he received for analysis were colonized by species of Penicillium, Cladosporium fungi, or both, among others.)

WHY IS MOLD GROWTH SO COMMON IN A /C SYSTEMS? Building dust accumulates wherever there is air flow; in homes, most of this dust consists of biodegradable particles (for example, skin scales, pollen, cellulose fibers and pet dander). Biodegradable dust accumulates on cooling coils and lining materials at the interior of the A/C equipment.

The air coming off a cooling coil (depending on the part of the country) is often humid and may even entrain droplets of condensed water.

Depending on the level of moisture in the air, microbes (for example, bacteria, yeast or mold) begin to grow in the dust. The growth of these microbes is what accounts for the musty (or “sweat sock”) odor that occurs briefly (or persistently!) when the A/C is turned on.

Indoor Air Quality

Mold on filter frame that was installed under an A/C coil.

May Indoor Air Investigations LLC.

Mold balls growing on A/C coil. May Indoor Air Investigations LLC.

The only means to prevent this dust accumulation in A/C equipment is the use (and maintenance) of efficient filtration. In 1987, the American Society of Heating, Refrigerating and Air-Conditioning Engineers (ASHRAE) adopted a quantitative method for rating filtration efficiency called “minimum efficiency reporting value” (MERV). The scale is based on a logarithmic scale and runs from 1 to 16, so a MERV-6 filter is many times more efficient than a MERV-1 filter.

ASHRAE recommends that all A/C equipment employ a filter with a rating of at least MERV-8. For comparison, a typical fiberglass furnace filter (the type you can see through) has a rating of about MERV-3. Most A/C systems that I’ve inspected have had MERV-3 filters; however, this is changing as more people are opting to use more expensive, pleated-media filters.

The efficiency of any filter can be compromised if unfiltered air can bypass the filter. Bypass is common in many systems because filter-access openings often are uncovered or because improperly sized filters are installed. In addition, the increasingly popular mini-split systems only come equipped with the equivalent of an insect screen for a filter, which is well below the MERV-8 ASHRAE recommendation. The filtration for window A/Cs is typically no better. Thus, the accumulation of biodegradable dust and subsequent growth of microorganisms in cooling equipment are almost inevitable. The only means of prevention is vigilant maintenance and, where feasible, efficient filtration.

In many A/C fan coils that were installed in a vertical position, the filter sits just below the cooling coil. In humid regions, when the blower is off, water may drip from the coil onto the filter, resulting in mold growth on the filter and frame.

Manufacturers of electronic filters only recommend quarterly cleaning of the equipment; however, filter components really need monthly cleaning. When the components in filters become soiled, the efficiency drops dramatically. In most systems with electronic filters, the dust buildup in the blower cabinet (behind the filter) is equivalent to the dust buildup in the return duct (in front of the filter).

ELECTRONIC FILTRATION WORKS, BUT ONLY IF THE EQUIPMENT IS VIGILANTLY MAINTAINED. Because few homeowners will dismantle the equipment and run the filters through the dishwasher every month, I always recommend that they replace the metal components with a disposable MERV-11 pleated-media filter. Most manufacturers provide such filters to fit in the electronic-filter case. (I always recommend that families who deal with allergies use a filter with at least a MERV-11 filter rating.

A HEPA filter has a rating of MERV-16. Higher-rated filters consist of pleated, paper-like fiberglass sheets.)

In colder climates, attic ductwork and attic fan coils for A/C-only systems can experience condensation of moisture from warm house air that flows by convection into the duct system in the winter. This can result in mold growth in the accumulated dust. Tell your clients that the supplies and returns for all such units should be closed for the winter.

23March 2018

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23

Indoor Air Quality

HEATING The problem areas for heating systems with furnaces are typically in basements or crawl spaces where conditions can lead to high relative humidity (RH) in returns, blower cabinets (particularly those resting on concrete in basements that are not dehumidified) and return ducts.

In homes in which RH is not controlled, humid air in blower cabinets can lead to mold growth in the dust. Also, crawl-space temperatures may be below the dew point of the ambient house air, leading to condensation and mold growth in crawl-space ducts.

When central humidification systems are present, they often are the type with water reservoirs. Dust from poorly filtered air flow collects in the reservoir or on the evaporative pad, serving as a nutrient for microbial growth. On the other hand, the newer, once-through evaporative humidifiers with aluminum pads seem to work well.

I always take two samples of basement carpet and I typically take them from opposite ends of the basement near the foundation wall.

Sometimes, there is mold growth in only one of these areas. (Samples from the middle may contain a few settled spores, but not evidence of actual mold growth—that is, with chains of spores, and hyphae— because the RH in the carpet at the center may not be as high as at the perimeter.)

Below is a scanning electron micrograph of a carpet fiber from a new basement carpet. I took the sample in an area in which the carpet had been dampened by leakage from an overflowing A/C condensate pump. The carpet fiber is at the bottom of the image; there are mold hyphae crossing the fiber’s surface and spores (round or oval) in the upper portion of the micrograph.

Mold growth on a carpet fiber in basement.

May Indoor Air Investigations LLC.

Rotating-pad humidifier tray with microorganisms.

May Indoor Air Investigations LLC.

FINISHED BASEMENTS I have probably taken dust samples from more than 1,000 basement carpets. I would guess that no more than a dozen were free of mold growth because most basements are not adequately dehumidified. The perimeter of the basement where the concrete floor meets the foundation walls will always be cooler than the ambient air; sometimes there will be condensation in these areas.

24

ASHI Reporter • March 2018

Many finished basements have baseboard convectors. Any rust on the sheet metal is an indication that there has been excess RH and possibly condensation. (The temperature of the boiler water in the fin tubing can be below the dew point of summer air.) I often have found significant mold growth in the dust trapped between a heating unit’s fins, so I recommend to clients that they eliminate all dust from basement baseboard convectors by removing the cover plate, HEPA- vacuuming all surfaces, placing cloths beneath the fin tubing to capture grime and blasting the fins with steam from a high-pressure, steam-vapor machine.

The paneling near the floor in finished basements often is covered with moldy dust, which cannot be seen easily by just looking at the paneling from the front. Shine a bright flashlight at a glancing angle if there are many spider-silk tracks and any colony-like dust spots; there could be mold growth present. Although most home inspectors do not report on mold in their reports, I believe they should at least advise their clients that the paneling should be cleaned of all dust. If the mold growth is extensive, the cleaning may have to be done by professionals, working under containment conditions.

Indoor Air Quality

WEAR AN N95 MASK IF YOU MOVE BASEMENT INSULATION AND KEEP YOUR CLIENTS AWAY! CONTROL THE RELATIVE HUMIDITY (RH) Homeowners rarely control the RH below grade adequately, so conditions may be favorable for mold growth, as some species of mold can grow above 80% RH. Even a finished ceiling (particularly acoustical tiles or drop ceilings) that faces the cold floor can acquire significant nonvisible mold growth (though sometimes visible as small yellow spots).

Mold growth on basement paneling. May Indoor Air Investigations LLC.

UNFINISHED BASEMENTS Here again, I often find mold growth due to poor control of the relative humidity (RH). Such growth can occur on joists, subfloor, foundation walls (particularly at lower few feet and in cold corners) and on stored goods, especially on surfaces facing the concrete slab or foundation walls.

Exposed fiberglass insulation also can become moldy because the mold is subsisting on dust captured in the fiberglass fibers; the dust can include sawdust if the basement contains a shop or if wood was ever sawed in the basement. (In another study I did, I found that there was significant mold growth in almost half of the 42 samples I took from exposed-basement and crawl-space insulation—enough growth so that tens of thousands of spores could be aerosolized by simply pulling down a small section of contaminated insulation.)

Mold in fiberglass insulation is rarely visible. Wear an N95 mask if you move basement insulation and keep your clients away!

Mold growth on acoustical tile ceiling in a finished basement.

May Indoor Air Investigations LLC.

In unfinished basements, the RH should be kept at no more than 50%. In finished basements (within insulated walls), the RH should be kept at no more than 60%. The RH should be measured with a thermohygrometer (in a remote corner), independent from the dehumidifier.

FINAL WORDS

It’s worth asking your clients if they or members of their families have allergies or asthma. If they do, inform them about mechanical equipment maintenance and the importance of controlling RH below grade. If you don’t want to deal with such issues, include information that provides clear exclusions regarding indoor air quality in your report.

25March 2018

• www.ASHIReporter.org

25

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INSIDER TIPS FOR SMART INSPECTORS

HYDRONIC EXPANSION TANKS, THEN AND NOW Many homes and commercial properties use hydronic (hot water) heating systems. The energy source can be oil, natural gas or even wood.

In a modern hydronic system, the flame in the boiler heats water, and a circulating pump pushes the water through piping to radiators and convectors. The name “boiler” is misleading, as these systems don’t boil water. They can create excellent comfort levels as they radiate heat to our bodies. They also allow easy control of heat in different indoor zones, adjustable for various temperature and heat-loss needs.

Hydronic boilers (Illustration H074C) heat cold water to about 160 degrees F. When heated, the water expands about 5%. Where does that extra water go?

Photo 1. Old open tank.

WAY BACK BEFORE THE 1930s

Home heating systems before 1930 had no pumps (Illustration H071C).

In this so-called gravity system, a boiler beneath the first floor heated water, which expanded and naturally flowed upward in large pipes. A tank in the attic held the heated water. As water cooled, gravity pulled it down through return pipes to radiators within the home, where the water gave off heat, and finally to the boiler. This “open” system also provided the attic tank with a drain line to dump excess water outdoors.

Gravity systems were installed before pressurized water mains became available, so the heating contractor had to carry buckets of water up to the attic to fill the system (Photo 1).

28

ASHI Reporter • March 2018

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

Photo 2.

Steel compression tank.

THE ROARING 20s HARNESSED ELECTRICITY

Once electrical power became available in the 1920s, heating systems started using circulating pumps to move water through the piping.

These pipes could be smaller than in the previous systems and the radiators also could be smaller. The system depended less on a perfect pipe layout and was less expensive to install. It also was more efficient, as it had no openings to the outdoors. A compression tank was located in the ceiling near the boiler (Photo 2).

The compression tank operated with about two-thirds water and onethird air. As the heated water expanded, it pushed into the tank and compressed the air. This raised the system pressure a few pounds.

Remember: Water cannot be compressed. If water is heated in a closed system, the excess water must be stored or released. When a compression tank is filled with water and the air cushion can’t be compressed any further, the excess pressure will pop the pressure relief valve on the boiler and dump the water until the pressure is below the maximum of about 30 psi.

MODERN SYSTEMS KEEP AIR AND WATER SEPARATE

Modern systems more efficiently solve the problem of excessive pressure and dumping. Excess heated water is stored in an expansion tank (Photo 3). These small tanks use an air-filled rubber bladder that separates the air from the water. The bladder is compressed when excess water enters the tank, so the air cushion is not lost to the water.

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 that help professional home inspectors boost their business. Copyright © 2018 by Tom Feiza, Mr. Fix-It, Inc. Reproduced with permission.

Photo 3. Expansion tank, bladder.

29March 2018

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29

WOULD YOU LET A STRANGER INTO YOUR HOME?

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SOME BENEFITS OF BECOMING A BACKGROUND VERIFIED INSPECTOR® (BVI): • Give your clients a peace of mind when booking an inspection • Receive a BVI digital badge for your website and email signature • Set yourself apart from the competition For more information and to sign up please contact us at membership@ashi.org

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31March 2018

• www.ASHIReporter.org

31

ASHI Chapters and Council News

NORTH CENTRAL ASHI Central PA

www.ashicentralpa.com Second Monday, 6 pm, except Jan. & July, Hoss’s Steakhouse 1151 Harrisburg Pike, Carlisle, PA Kevin Kenny, 717-226-3066 info@midpennhomeinspections.com

Keystone (PA)

www.keystoneashi.org First Monday, 5:30 pm Double Tree, 10 N. 5th Street Reading, PA 19601 Robert H. Conner, 610-375-9675 rhconnerbcs@yahoo.com

Ohio

www.ashiheartland.org Reuben Saltzman, 612-205-5600 reuben@ashiheartland.org

Indiana ASHI

www.inashi.com Quarterly Danny Maynard, 317-319-7209 danny@inspectinc.net

Iowa ASHI

www.iowaashichapter.org Fourth Tuesday, 7:00 - 9:00 pm Clarion Inn, Cedar Rapids Craig Chmelicek, 319-389-7379 elitehomeandradon@gmail.com

Kentuckiana (IN, KY)

www.ohioashi.com Ken Harrington, 614-507-1061 ohioashi@yahoo.com

www.ashikentuckiana.org Allan Davis, 502-648-9294 elitehomeinspections@ insightbb.com

North Central Ohio

Mid-Missouri

www.ncohioashi.com Paul Wancata, 216-571-1074 inspectionsunlimited@cox.net

OHIO SOUTH ASHI Meeting: Last Sat. every month, noon @ Frickers, North College Hill, OH P.O. Box 532197 Cincinnati, OH 45252 Chris Green, 513-939-4036 Email president@ohsoashi.com

Pocono-Lehigh (PA)

www.pocono-lehighashi.org Third Tuesday, Tannersville Inn Tannersville Ronald Crescente, 570-646-7546 amerispec@pa.metrocast.net

PRO-ASHI (PA)

www.proashi.com Second Wednesday of Jan., March, May, July & Nov. Ray Fonos, 412-461-8273 southpittsburgh@hometeam.com

Tri-State (DE, NJ, PA)

www.tristateashi.org Second Tuesday except April, Aug. & Dec., Dave & Buster’s Plymouth Meeting, PA Jules Falcone, julesfalcone@me.com

MIDWEST Great Lakes (IL, IN, IA, KY, MI, MN, OH, WI) For monthly meetings: www.greatinspectors.com/ schedule-of-events/ Carol Case, 734-284-4501 carol@greatinspectors.com

Greater Omaha (NE)

www.ashiomaha.com Jon Vacha, 402-660-6935 jon@hsinspections.com

32

Heartland (IA, MN, ND, SD, WI)

ASHI Reporter • March 2018

www.midmoashi.com Second Thursday, 12:00 pm, even months of the year; Columbia Board of Realtors office: 2309 I-70 Drive NW, Columbia, MO Mark Kelsey, 573-356-5305 mark@inspectcolumbia.com

Northern Illinois

www.nicashi.com Second Wednesday (except Dec.) 5:30 pm - 9:00 pm Allegra Banquets, 237 W St. Charles Rd. Villa Park, IL 60181 Jeremy Meek, 630-854-2454 jeremy@discoveryinspector.com

SOUTH MIDWEST Arkansas Lonnie Moore, 479-530-5792 mhinsp@cox.net

Great Plains (KS, MO)

www.ashikc.org Second Wednesday of even months The Great Wolf Lodge, Kansas City Doug Hord, 816-215-2329 doug@firstchoice.com

MOUNTAIN Arizona

www.azashi.org Bryck Guibor, 520-419-1313 bryck@msn.com Quarterly education on azashi.org

New Mexico

www.ashinm.org Bi-monthly meetings are held on the second Saturday of the month at Drury Inn and Suites (5th Floor) (Jan., March, May, July, Sept.) located at I-25 and Jefferson in Albuquerque.

Meeting starts at 8:30 am; Breakfast starts at 8 am.

Lance Ellis, 505-977-3915 lellis@amerispec.net

Northern Rockies (ID, MT) Steve Jenicek, 406-949-6461 Steve@taskmasterinspections.com Secretary: Kelly Campeau 877-749-2225 Kelly@inspectormt.com

Rocky Mountain Fourth Tuesday, 6:30 pm Brian Murphy, 303-791-7824 brian@murphyinspection.com

Southern Colorado

Inland Northwest (ID, WA) Chris Munro, 208-290-2472 chris@peakinspections.net

Orange County CREIA-ASHI (CA) www.creia.org/orangecounty-chapter Third Monday, 5:30 pm Hometown Buffet 2321 S. Bristol, Santa Ana Bill Bryan, 949-565-5904 bill@rsminspections.com

Oregon

www.oahi.org Fourth Tuesday, 6:30 pm 4534 SE McLoughlin Blvd.

Portland Jay Hensley, 503-312-2105 jay@carsonconstruction.com

San Diego CREIA-ASHI First Tuesday each month Elijah’s Restaurant 7061 Clairemont Mesa Boulevard San Diego, CA 92111 Ray (Cliff ) Sims Jr., 619-334-1138 cliffsims@cox.net

San Joaquin Valley (CA)

Utah

Silicon Valley ASHI-CREIA (CA)

www.ashiutah.com First Tuesday, 7 pm Marie Callender’s, Midvale Fred Larsen, 801-201-9583 Fred.larsen@pillartopost.com

PACIFIC Alaska

Ray Fonos, 412-461-8273 rfonos@hometeam.com

St. Louis (MO)

ASHI Hawaii

www.stlashi.org Second Tuesday, 5 pm Creve Coeur Government Center Multi-Purpose Meeting Room 300 N. New Ballas Creve Coeur, MO 63141 Mark Goodman, 636-391-0091 mark@homeinpectstl.com

www.ggashi.com John Fryer, 510-682-4908 johnfryer@gmail.com

www.ashi-southerncolorado.org Second Thursday each month, 6:30 pm Valley Hi Golf Club, 610 S. Chelton Rd. Colorado Springs, CO 80910 Aaron Hunt, 719-334-5455 aaron@huntproperty inspections.com

Meeting dates: Jan. 1, March 1, Aug. 1, Nov. 1 Location varies each meeting David Mortensen, 907-243-4476 dave@discoveryinspect.com

Midwest PRO ASHI (KS)

Golden Gate (CA)

www.ashihawaii.com Alex Woodbury, 808-322-5174 Woodburya001@hawaii.rr.com

California Randy Pierson, 310-265-0833 randy@southbayinspector.com

Central Valley CREIA-ASHI Peter Boyd, 530-673-5800 Boyd.p@comcast.net

Third Thursday, 6 pm 1736 Union Avenue, Bakersfield, CA Raymond Beasley, 661-805-5947 rbinspector@aol.com Mail: 3305 Colony Oak St. Bakersfield, CA 93311 www.siliconvalleyinspector.com Skip Walker, 650-873-4224 homeinspection@sanbrunocable.com

Southwestern Idaho Second Monday David Reish, 208-941-5760 dave@antheminspections.com

Los Angeles-Ventura County ASHI-CREIA First Thursday, 5 pm Holiday Inn, Woodland Hills Bob Guyer, 805-501-0733 guyerinspections@roadrunner.com

South Bay (CA) Webinar meetings Randy Pierson, 310-265-0833 randy@southbayinspector.com

Western Washington

www.ashiww.com Chapter Meetings held at chapter seminars in March and Sept.

Karl Nueffer karl@G4inspections.com

NEW ENGLAND Coastal Connecticut

www.coastalctashi.org Third Thursday, 6 pm, Westport VFW Lodge, 465 Riverside Avenue, Westport John Hamlin, 203-912-1917 john.hamlin@pillartopost.com

New England (ME, MA, NH, RI, VT)

Greater Rochester (NY)

www.ashirochester.com Second Tuesday, 6 pm, Jeremiah’s Tavern, 2200 Buffalo Rd. Gates, NY 14624 Jim Brennan, 585-520-5575 jbrennan@independentinspectionservice.com

Hudson Valley (NY)

www.ashinewengland.org Fourth Thursday, 5 pm The Lantana, Randoph, MA Michael Atwell, 617-630-5629 mike@jmhi.com

Second Tuesday, 6 pm Daddy O’s Restaurant 3 Turner Street Hopewell Junction, NY 12533 Michael Skok, 845-592-1442 ashistatewide@yahoo.com

Northern New England (NNEC) (ME, MA, NH, VT)

Long Island (NY)

www. ashi-nnec.org Third Thursday of Jan., April, June and Sept.

Tim Rooney, 603-770-0444 homeviewnh@comcast.net nnec.ashi.2016@gmail.com

Southern New England (CT) www.snecashi.org First Tuesdays, 6:30 pm Billy T’s, 150 Sebethe Dr. Cromwell, CT Richard W. Hall, 860-281-4238 rhall@usinspect.com

NEW YORK/JERSEY/ DELAWARE Capitol Region (NY)

www.goashi.com Richard W. Askew, 518-383-4804 rondack1@gmail.com

Central New York

www.cnyashi.com Third Wednesday each month, 6 pm, Tony’s Family Restaurant, Syracuse Richard Alton, 315-415-4847 dick@altoninspect.com

First State (DE)

www.firststateashi.org Third Wednesday, 7 pm The Buzz Ware Center 2121 The Highway, Arden Mark Desmond, 302-494-1294 mark@delvalleyhome.com

Garden State (NJ)

www.gardenstateashi.com Second Thursday The Westwood, Garwood Ernie Borsellino, 973 761 0050 gsashipresident@gmail.com

www.liashi.com Third Monday, 6 pm, Domenico’s Restaurant, Levittown Steven Rosenbaum 516-361-0658 inspector@optonline.net

New York Metro

MAC-ASHI (MD, VA)

www.mac-ashi.com Second Wednesday, Rockville, 6 pm Senior Center, Rockville Mark Mostrom, 301-536-0096 pivotalinspections@comcast.net

NOVA-ASHI (MD, VA)

www.novaashi.com Fourth Tuesday, Associate hour 6-7 pm, Membership meeting 7-9 pm, Northern Virginia Resources Center, Fairfax Tony Toth, 703-926-6213 tony_toth@msn.com

Piedmont ASHI (VA) Robert Huntley, 540-354-2135 rwhuntley@cox.net

SOUTH ATLANTIC ASHI Georgia

www.ashigeorgia.com Shannon Cory, 404-316-4876 shannon1943@comcast.net

www.nyashi.com Last Thursday, 5pm Travelers Rest 25 Saw Mill River Road Ossining, NY 10562 Chris Long, 914-260-8571 pres@nyashi.com

East Tennessee

Southern New Jersey (NJ)

Ray Baird, 615-516-5511 bairdr@comcast.net

www.southernnjashi.com Third Wednesday, 6:30 pm Ramada Inn, Bordentown Rick Lobley, 609-208-9798 rick@doublecheckhi.com

Western New York Second Thursday, 6:30 pm Tony Rome’s, West Seneca Andy Utnik, 716-636-9676 esimail@aol.com

MID-ATLANTIC Central Virginia

www.cvashi.org Second Tuesday, 6:30 pm Keegan’s Irish Pub 2251 Old Brick Road Glen Allen, VA 23060 John Cranor 804-873-8537 cranorinspectionservices @gmail.com

Hampton Roads (VA) Second Thursday, 7 pm, Cypress Point Country Club, Virginia Beach Gregory Murphy, 757-535-4355 gmurphy@coastalinspect.com

www.etashi.org Third Saturday of Feb., May, Aug. and Nov. Paul Perry, 866-522-7708 cio@frontiernet.net

Mid-Tennessee

Mid-South (TN) Steven Campbell, 901-734-0555 steve@memphisinspections.com

North Carolina

Gulfcoast (FL) First Thursday, 7 pm, The Forest Country Club, Fort Myers Len Gluckstal, 239-432-0178 goldenrulehi@comcast.net

Lone Star (TX)

www.ashitexas.org Bud Rozell, 214-215-4961 goodhomeinspection@att.net

Louisiana Quarterly Meetings Michael Burroughs 318-324-0661 Mburroughs2@comcast.net

Suncoast (FL)

www.ashisuncoast.com First Tuesday, 6:30 pm; Please see our website for meeting locations.

Steve Acker, 727-712-3089 buyersally@gmail.com

Southwest Florida

www.swashi.com Serving Manatee, Sarasota & Charlotte Second Wednesday, 6 pm Holiday Inn, Lakewood Ranch 6321 Lake Osprey Drive, Sarasota Michael Conley, 941-778-2385 FLinspector@outlookcom

CANADA CAHPI Atlantic

www.cahpi-alt.com Lawrence Englehart 902-403-2460 inspections@eastlink.ca

www.ncashi.com Meeting TBA Andy Hilton, 336-682-2197 hiltonhomeinspection@gmail.com

CAHPI Ontario

South Carolina

Alberta Professional Home Inspectors (APHIS)

First Saturday of Feb., May, Aug. & Nov., 8 am Roger Herdt, 843-669-3757 herdtworks@msn.com

GULF ASHI South (AL)

www.ashisouth.org Quarterly, Homewood Library Homewood John Knudsen, 334-221-0876 jgknudsen111@gmail.com

www.oahi.com Rob Cornish, 613-858-5000 robc@homexam.ca

www.aphis.ca Meetings held 3 times a year Alan Fisher, 403-248-6893 admin@aphis.com

Quebec AIBQ

www.aibq.qc.ca Pascal Baudaux, 450-629-2038 info@almoinspection.ca

Florida Wiregrass

www.ashiwiregrass.org Second Wednesday, 6:30 pm Sleep Inn Hotel, Wesley Chapel Nancy Janosz, 813-546-6090 ProTeamInsp@aol.com

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ASHI CHAPTER EDUCATION ASHI Central PA Chapter Spring Education Seminar When: March 3, 2018 Location: Park Inn by Radisson 5401 Carlisle Pike Mechanicsburg, PA 17050 Topics: Foundation, Drones, Report Writing, PA Home Inspector Licensing Law Update, Mold, Asbestos and EIFS CEUs: 8 ASHI CEs Contact: Patrick Reilly, pwreilly@comcast.net

St. Louis ASHI Spring Seminar When: March 9, 2018 Location: St. Louis Realtors Assn., 12777 Olive Blvd.

St. Louis, MO Topics: Exterior Envelope, Water Infiltration and Flashings; Understanding Heat Exchanges.

CEUs: 8 ASHI CEs Contact: http://stlashi.org/ashievents/

IMPORTANT REPORTER DEADLINES: • MAY 2018 ISSUE -3/7/18 • JUNE 2018 ISSUE -4/7/18 • JULY 2018 ISSUE -5/7/18 • AUG 2018 ISSUE -6/7/18 • SEPT 2018 ISSUE -7/7/18 The Reporter is produced 6-8 weeks ahead of the week it arrives in your mailbox.

To have your chapter seminar listed here, email all information about your chapter seminar to: micheleg@ashi.org.

BE SURE TO INCLUDE ALL INFORMATION: seminar subject, when, where, CEUs & a link for more information or contact information.

34

ASHI Reporter • March 2018

Ohio Home Inspectors Expo

NOVA ASHI Chapter 2018 Spring Seminar

When: March 9-11, 2018 Location: Quest Center 405 Pulsar Pl, Columbus, OH 43240 Topics: Peer Review, Plumbing CSST Manufacturing and Safety, OH Home Inspector Licensing Information, Mold, Deck Framing Workshop, Mock Trial Speakers: Joesph Denneler, Tom Feiza, Craig A. Holman, Greg Wujcik CEUs: 14 ASHI CEs (8 optional on 3/9/18) Contact: Forrest Lines, flines52@gmail.com

When: April 11-12, 2018 Location: Waterford at Fair Oaks 12025 Lee Jackson Memorial Highway Fairfax, VA 22033 Topics: Building Science Fundamentals CEUs: 15 ASHI CEs Contact: Dave Rushton, 540-660-2403

St. Louis ASHI Chapter

ASHI Western Washington Chapter 2018 Spring Seminar When: March 17, 2018 Location: Courtyard by Marriott Downtown Everett Topics: Fiber Cement Siding and New House Inspection CEUs: 6 ASHI CEs Contact: joanne.ashiww@gmail.com

When: May 4, 2018 Topics: Annual Peer Review CEUs: 5 ASHI CE hours Contact: Mark Goodman, mark@homeinspectstl.com When: June 12, 2018 Topics: CertainTeed Roofing Manufacturing facility tour CEUs: 4 ASHI CE hours Contact: Mark Goodman, mark@homeinspectstl.com

May 23-26, 2018 Los Angeles/Ventura County Chapter AND San Diego County JOINT CREIA & ASHI CHAPTER Level-1 Thermography Certification Class Taught by Mr. Bill Fabian of Monroe Infrared Presented at the Downey, CA, Board of Realtors Conference Room Registration information TBA.

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35March 2018

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Chapter Spotlight

THE LAUNCH OF A NEW CHAPTER WEBSITE

By Mark Goodman, ACI, St. Louis ASHI President

T

he St. Louis Chapter is pleased to announce the launch of its new website, available at https://stlashi.org.

As the public face of the St. Louis Chapter, the website offers a mobile, user-friendly display of the chapter’s membership. Prominent on the site is the “Member List,” where St. Louis real estate agents can go to find the names and contact information of every chapter member who is an ASHI Certified Inspector or an ASHI Inspector.

Designed to provide the public with helpful information and services, other features of the website include the following: • access to a virtual home tour

• links to the ASHI Standard of Practice and Code of Ethics • maintenance tips and links to useful resources • chapter event calendar

• online form to contact the chapter or its members

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ASHI Reporter • March 2018

The complete list of ASHI Certified Inspectors and ASHI Inspectors is automated, based on each inspector’s current membership level. Listings for Affiliates, Certified Inspectors and Inspectors are randomized on each page load to avoid giving any one business an advantage based on business name.

Most importantly, the website is designed to manage most of the chapter’s administrative functions to help the officers and committee chairs in the day-to-day operations of the chapter. The website has a robust membership and subscription management system that manages all facets of both inspector and affiliate membership. Chapter members can use this site to pay their chapter dues, and all payments processed through the website are posted to QuickBooks Online, which eliminates the need for manual accounting.

The site also has an excellent event management and learning management system. Chapter leaders use the learning management system to validate attendees’ continuing education units (CEUs) and to issue certificates. Other functions include processing applications to join the chapter, managing historical documents and handling requests about how to “move up in ASHI.” The website also houses a library of forms and many other features.

Did you know this?

If your website is not optimized for mobile-friendly use, the search engines will penalize how your website is ranked.

Chapter leaders approached the development of this new website differently from the previous site, which was largely “custom code.” To avoid reinventing the wheel, the chapter decided to use existing apps that could be integrated into the website to manage administrative functions. This methodology helped to significantly reduce the cost, and it will help manage future site maintenance and updates. Plus, the chapter is not locked into using a specific developer to maintain the website over the life span of the site. The website is built on the WordPress platform and the Pro/X-Theme, along with well-supported plug-ins to deliver 100% of the functionality needed.

WHAT YOU SHOULD KNOW ABOUT YOUR INSPECTOR OR BUSINESS WEBSITE

We learned a lot from our experience launching a new chapter website— much of our new knowledge applies to individual inspector websites and business websites as well.

First, you should know whether your website is “mobile friendly” (or what’s known as “being responsive”). More than 60% of searches now come from mobile devices, so having a responsive design is imperative.

Responsive web design is an approach that creates dynamic changes to the appearance of a website across a wide range of devices, from mobile phones to desktop computers.

Did you know this? If your website is not optimized for mobile-friendly use, the search engines will penalize how your website is ranked.

Other things to consider when developing a new website include the following: • one, clear call to action

• text that doesn’t require zooming • adequate space for “tap targets” • no horizontal scrolling • white space

• design simplicity Today, most websites are built on the WordPress platform. Choose a well-maintained theme and use a “child theme.” The child theme allows you to customize the site without losing the customizations when updates are required. The St. Louis Chapter chose Rockbridge Designs to develop its site. Rockbridge came recommended by the ASHI Store. For assistance with website design and hosting, contact Rockbridge Designs at admin@rockbridgeservices.com or 609-6310609, http://RockbridgeDesigns.com/ASHI. They will provide information about custom products and services for home inspectors.

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FREE ASHI Member access to past IW sessions.

1. Go to www.ASHI.org 2. Under Education & Training 3. Click on:

ASHI ONLINE LEARNING CENTER

CURRENT ASHI MEMBERSHIP ASHI Certified Inspectors: 3,441 Inspectors: 217 Associates: 4,154 Retired Members: 119 Affiliates: 84 Total: 8,015 Members as of 2/6/2018

ASHI MEMBERSHIP BENEFIT PROGRAMS ASHI-ENDORSED PROGRAMS ASHI’s E&O Insurance Program: Target Professional Programs www.targetproins.com 860-899-1862 ASHI Personal Lines Insurance Program: Liberty Mutual www.libertymutual.com/ashi ASHI’s Protecting Home Inspectors From Meritless Claims Program: Joe Ferry – The Home Inspector Lawyer 855-MERITLESS (637-4853) contact@joeferry.com www.joeferry.com/ashi ASHI Service Program BuildFax Tricia Julian, 877-600-BFAX x161 TJulian@BuildFax.com www.buildfax.com http://go.buildfax.com/ASHI ASHI Customer Appreciation Program: Moverthankyou.com Brent Skidmore, 864-386-2763 www.moverthankyou.com Brent@POWRsoft.com HomeAdvisor.com Brett Symes, 913-529-2683 www.homeadvisor.com ashi@homeadvisor.com LegalShield Joan Buckner, 505-821-3971 buckner.legalshieldassociate.com buckner@legalshieldassociate.com InspectionContracts.com Dave Goldstein, 800-882-6242 www.inspectioncontracts.com david@inspectoreducation.com

38

ASHI Reporter • March 2018

OneSource Solutions 877-274-8632 www.osconnects.com/ashi/

Ma Anni rch versa ries Forty Years

Ten Years

Andrew Polmer David Surette

Gregory A. Barnett Thomas Drexel W. Frank Fondren Michael J. Frost John Gallagher Jason Gingery William Haggerty Gregory Hansen Todd Hillard Raymond T. Hinderer III Phillip H. Houston Corey Loewe Marty Lunsford Robert M. McDonough Robert W. Mueller Timothy D. Stolba Howard W.J. Tennyson

Thirty Years Dan Niezgocki

Twenty-five Years

Porch.com Eliab Sisay, 206-218-3920 www.porch.com Eliab@porch.com

Peter Bishin Don Carnathan John McAuliffe

ASHI Rebate Program Quill.com Dana Fishman, 800-634-0320 x1417 www.quill.com/ashi dana.fishman@quill.com

John A. Boniface John Fast Ron Harpin John Hendricks Richard Lafferty Mark Loffredo Michael Massart Mark Pasquariello Robert Petzold Scott Sharp Eugene Sullivan Craig D. Tillman Alan Trauger

ASHI-ENDORSED EXAMS ASHI Standard and Ethics Education Module Go to www.homeinspector.org, click on Education, then click on the link for the ASHI Online Learning Center.

NHIE Exam: 847-298-7750 www.homeinspectionexam.org ASHI-ENDORSED TRAINING PROGRAMS ASHI@Home Training System 800-268-7070 education@carsondunlop.com The ASHI School Russell Daniels, 888-884-0440 Russelld@theashischool.com www.TheASHISchool.com PLATINUM PROVIDER Millionaire Inspector Community Mike Crow www.mikecrow.com dreamtime@mikecrow.com Mention that you are an ASHI member.

Twenty Years

Fifteen Years Chad Ahlvers William Carlson Bruce W. Carr Anthony D’Amico Jeff Firestone Richard Henry David Hoskins Larry Howe Seth Hurlbert Richard Marple Stephen J. Mento George Nicholson Gregory Patterson G. Neil Scott Mark Thorman Tom P. Unverzagt

Five Years Richard Baumbusch G. Steven Ehly Christopher Foley Stephen C. French Robert Gilbert Scott Grubbs Scott Handley Ryan Kelly Marshall T. Mayer Walter Money Richard Pawlikowski Stan Poss Jason Pruss Dave Rosenberger Steven Spoon Chad Sportel Derrell J. Wilkinson

MAKE AN IMPACT WITH YOUR MEMBERSHIP BENEFITS

ASHI

Print–On–Demand Use your Free ASHI logo to print your marketing materials.

Create Print Save Time ASHIPrintOnDemand.com

ASHI MEMBERSHIP BENEFIT FREE LOGO DESIGN HUNDREDS OF C O M B I N AT I O N S

Homeinspector.org/LogoDesign 39March 2018

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Postcards from the Field One more row of caulking and the window should be air tight.

NEW POSTCARDS EMAIL!! Please send your name, city, state, photos, headings & captions to: postcards@ashi.org Note: By sending in your postcard(s), you are expressly granting ASHI the right to use the postcard and your name with it in the ASHI REPORTER and in other publications ASHI may select.

Honey, I fixed the leaking pressure valve on the boiler.

Bryan Cole Home Check Inc. Pittsburgh, Pennsylvania

Bryan Cole Home Check Inc. Pittsburgh, Pennsylvania

Water bottle to eliminate water hammering.

Is it global warming when the snow flows slowly off the roof?

Travis R. Fronk Absolute Inspection LLC Rockland, WI Jim Foss Best Inspection, Inc. Anchorage, AK

Termites need water, too...

Cause & effect

Kyle Rodgers APlus–Inspections Siloam Springs, AR

40

ASHI Reporter • March 2018

Matthew Steger WIN Home Inspection Elizabethtown, PA

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Sign up today for FREE at www.ahomewarranty.com March 2018 • www.ASHIReporter.org

41

Postcards from the Field

NEW POSTCARDS EMAIL!! Please send your name, city, state, photos, headings & captions to: postcards@ashi.org Note: By sending in your postcard(s), you are expressly granting ASHI the right to use the postcard and your name with it in the ASHI REPORTER and in other publications ASHI may select.

Why turn the light around?

Tim Hemm Tim Hemm Inspections Yucaipa, CA

Here, lets hang these over the cooktop. What could go wrong?

Randy Moya Moya Home Inspection Santa Fe, NM

...not so functional.

David Sawyer Smooth Sailing Certified Home Inspections Zuni, VA

David Miles Miles Inspections, LLC Hudson, WI

Decorative...

House wrap? ...And it still leaks?

Luke Griess Scott Home Inspection Loveland, CO

42

ASHI Reporter • March 2018 ASHI Reporter • March 2018

David Nason Best Inspections, LLC Oconomowoc, WI

"Nest" light fixture

March 2018 • www.ASHIReporter.org

43

ON MY MIND

ANSWER THE PHONE!

By ASHI President, Tim Buell

T

o answer your phone or not to answer your phone? This has always been the million-dollar question in our industry. Here is some context to help you make the right decision for you and your business.

Did you know it’s been estimated that as many as 85% of callers who can’t reach a company on the first try will not call back? And 75% of those same callers will not leave a voicemail message. So, for home inspectors, it’s safe to assume that, if you are out on an inspection with a client and a real estate agent, and your phone rings but you don’t answer it, the person calling you will most likely hang up and that business will be lost to you. On the flip side, if you do answer the call, you run the risk of upsetting your client and the agent because you are being paid to complete the inspection, not to answer your phone.

Given this challenge, what exactly should a successful, in-demand inspector do?

CONSIDER USING A CALL CENTER

Full disclosure—I’m a big believer in using the services of a call center if it’s the “right” call center. Not all call centers are created equal. Make sure that the call center provides the services you want and need in a way that meets or exceeds your expectations. And, of course, it must make fiscal sense for the inspection business.

According to Paul Zak, CEO of America’s Call Center (ACC), there are many reasons for an inspector to use the services of a call center.

MORE REVENUE

After nearly two decades serving the home inspection industry, Zak stated, “As the nation’s leader in integrated customer service and callhandling solutions, we provide services exclusively to home inspectors that simply put more money in their pockets. Imagine your own customer service team at a fraction of the cost—taking the calls, managing the leads, handling logistics and so on. With a strategic partner like ACC in your corner, you have more freedom to do the things you really need and want to do.”

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ASHI Reporter • March 2018

When I started my business, my wife did all the scheduling. Even if she was at a meeting with real estate agents, at the grocery store or out to dinner, she always carried her scheduling book and answered the phone whenever possible. One day, our granddaughter was with us and she casually asked my wife, “Grandma, when are you going to be my grandma without the phone?” As you might imagine, that changed everything.

Shortly after, we did an informal analysis of our booking process and discovered we were actually losing a minimum of six inspections per month because my wife was unable to answer the phone. So, we chose to engage a call center. For us, it was definitely the right decision.

BETTER BRAND IMAGE

When my wife answered the phone for our inspection business, she presented a strong and professional image for our company. However, not everyone has this ability and some inspectors really struggle with it for various reasons.

As they say in the advertising world, perception is reality. So, when your phone is answered by a professional—that is, someone who knows the industry and how to successfully navigate the end-to-end process of selling and booking inspections—the person on the other end of the line feels it. They know they are in good hands, and they come away from the conversation feeling confident and pleased with the experience.

IN THE END, THEY HAVE A POSITIVE PERCEPTION OF THE BRAND, AND YOU HAVE SATISFIED CLIENTS AND REAL ESTATE AGENTS WHO WILL BECOME LOYAL AND STRONG REFERRAL SOURCES.

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AN EXTENSION OF YOUR BUSINESS

MORE BUSINESS, MORE FREEDOM

There are many call centers out there, but only a handful specialize in the inspection industry. And even fewer employ quality, well-trained specialists who can do more than simply take a message.

We all strive to achieve a better work-life balance. We all wish we had more time to do the things we want while still making more money.

As Paul Zak noted, “At ACC, we’ve learned that to make the most positive impact for any home inspector and his business, our team members must have a deep commitment to acting as a true extension of the client’s business. It’s not enough for our agents to know the industry—they must know the client and the specific business so they may collaborate and customize solutions that work just for them. No cookie-cutter approaches.”

For my inspection business, we use a call center that specializes in the industry and it has made all the difference.

REMEMBER, IT’S MORE THAN JUST ANSWERING A PHONE AND TAKING A MESSAGE. It’s about creating a positive brand experience with a client. That starts with having the right support team in your corner.

Once my wife and I made up our minds to use a call center for our inspection business, the quality of our lives and our business improved dramatically. Whether we were out to dinner or traveling or visiting with friends, it was always nice to know we were not missing any inspections. And we were making more money while having more fun!

With a solid support team helping you sell and book inspections, promote your ancillary services, manage your leads and more, you’ll have more time to spend growing your business and doing things you enjoy.

Using a call center is not for everyone, but using the right call center can be a powerful tool in your arsenal. It can allow you to increase your competitive advantage, differentiate your inspection business from the pack and improve your quality of life. I strongly suggest you consider it.

“They say ‘time is money.’

But I want to say ‘time makes money.’

This means time is greater than money.”

“FIND ALL DEFECTS”– POSTCARD Mark Layton – Pillar to Post, Minneapolis, MN

46

ASHI Reporter • March 2018

–Israelmore Ayivor, Shaping the Dream

Test your skills! Try to find all the defects in this photo.

Submit your findings to postcards@ashi.org & join the conversation on the ASHI Facebook page!

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ASHI Reporter • March 2018