This article made me smile in so many ways. I don’t know who Brian is, but, “Thank you Brian!”

A model for decision-shy execs

Michael Stern,  Financial Post  Published: Wednesday, November 26, 2008

One of the toughest challenges in business today is making the right decisions at the right time. Should we launch our new product into export markets? Is it time to contract out production? Should we replace our sales manager? And so on.

A few years ago, decision-making was easier. Everyone had more time to mull things over, there were far fewer people or resources to consult –decision makers had to, um, make decisions.

Today, there is greater urgency and higher stakes. Between the Internet, which provides a wealth of research wisdom, albeit much of it is contradictory and not entirely applicable, and consultants from just about everywhere eager to advise on almost everything there are also a lot more options. Meanwhile, instant communications and data-management tools mean changes can be implemented (and measured) immediately.

How do executives deal with these pressures and make the best decision they can? Ask my home inspector.

When I hired Brian a few months ago to inspect the older home I hoped to buy, I didn’t expect a lesson in decision-making. But his shrewd ability to combine analytical skills with the instincts born of long experience is a model for today’s decision-shy executives.

Brian had a weather-beaten, fifty something face and a quiet authority I took to immediately. The first thing that struck me was all the tools he’d brought. He clearly was up to date with changing measurement and analytical hardware. More importantly, he also knew when to leave them in the toolbox.

For instance, Brian had a digital tool for measuring moisture in the basement, but when it came to testing for dampness, all he had to do was push his finger into the drywall. His years of practice told him, if he felt moisture, he knew there was a problem if he didn’t, it was not really a problem.

That’s what’s missing in the executive suite — insights that come from years of experience. Things are changing so fast that few leaders now have the experience and confidence needed to lead big projects. All the more reason, then, for corporations to honour the knowhow of time-tested leaders, and do everything they can to retain those skills.

The new generation of business leaders, along with a few open-minded old-timers, have embraced BlackBerry’s, text messaging and other new media tools, to contact a host of colleagues. Being able to “ping” people 24-7 for their input is a great resource, but it’s more important to have the judgment and confidence to make a decision by yourself.

When he was probing for trouble in my house, Brian abandoned his Inspector Gadget toolkit and used a pocket knife. He rapped it against a wall and judged its integrity by the sound. He also used it to pry up shingles to get a look at my roof.

“Here is a guy who knows how to get a job done with minimal fuss,” I thought. Best of all, that attitude carried over in to the way he communicated.

As I followed Brian around asking questions, he responded in simple, comprehensible language. He wasn’t trying to dazzle me with his abilities; he wanted to ensure I understood what had to be done now, and what could be put off. A good tradesman benefits from informed customers, just as the best business leaders inform and empower their subordinates so they can think and act for themselves.

Finally, Brian had a firm sense of his limitations. He poked around the house after I asked about possible termite infestations, and he said he was pretty sure I was OK. But he insisted I call a termite specialist before closing the deal.

The business world needs leaders with Brian’s qualities: People who know their stuff, and don’t get carried away by technology; who don’t hoard knowledge or use it to impress or intimidate, and who admit when they’re out of their depth. –

Michael Stern is president and chief executive of Michael Stern Associates Inc. ( www.michaelstern.com),an executive coaching and executive search firm in Toronto, with affiliates in major business centres worldwide.

As inspectors, there are some important points to take from this:

1.    Tools may be useful, but experience is irreplaceable.

2.    If you don’t feel the need to impress, that’s impressive.

3.    If you communicate with clients like you care, they notice and appreciate.

4.    Simple comprehensible language is the only language we should speak.

5.    Knowing your limitations is impressive itself.

 What happens when you inspect a house on Monday for one client, and then get a call to inspect the  same house on Thursday for a different client?  Should we tell the second client that we inspected the house before? Should we tell the first client that we are inspecting the house for a different client? Should we say anything to the agent for the second client or the first client?

It’s a difficult situation.

There is probably no perfect answer to this, but we do not say anything. Let me explain why.

If you say something, it may be adversely affecting someone’s negotiating position. If you tell Client 1 that you are about to do an inspection for Client 2, you may be giving Client 1 a heads up that there is competition on the home.

Similarly, Client 2 may have no idea that another inspection has been done and there may be another interested party. Telling Client 2 that you have recently inspected the house may hurt Client 1, because Client 2 now knows something that they do not - there is or may be another interested party.

It is not our place to interfere with the transaction

You have the same problem if you tell Agent 1 that you are going to do an inspection for Agent 2.

We will never know all the circumstances, and may cause some damage.

The other side of the coin is that we have been accused of failing to say something and are greedy in accepting a second fee for the same work.

When we are accused of this, we explain the negotiating sensitivity, mention the fact that we do have to go through the complete inspection and spend the same amount of time with Client 2. It means we cannot be doing another inspection and earning another fee, so we need to charge the same amount. We cannot hand Client 1’s report to Client 2, because the report belongs to Client 1. We have to create a new report. We typically find that different clients have different interests, different plans for the home and different needs, so the two reports are rarely identical.

It’s a difficult situation, but this is where we have landed after 30 years.

I hope this helps.

Alan Carson

This is an interesting approach! Would you be able to recognize this in the field?

http://www.schneider-electric.ca/www/en/products/stab-lok/html/inserts.htm

At Carson Dunlop we are lucky to have a great technical team that keeps us up to date. That allows us to keep our education programs and our reporting systems (Horizon and the Home Reference Book) current for you.

Home inspectors are generally proud of their equipment.  They are often even more proud of their ability to use it effectively.  It not only hurts our self-image, but can destroy our credibility with clients and agents when things go wrong. Many of us have suffered while struggling to re-secure a balky furnace cover or electrical panel. But one of the greatest indignities of all is having your ladder fall down when you are up on the roof.  Yes, it has happened to me.  It was a windy day, and I was alone at the house.  I was using a medium-sized extension ladder, and failed to tie it off to the gutter.

The crash of the falling ladder was the first indication of a problem. There I was, stuck on the roof with no one at home and no client or agent to lend a hand.  I waited for about 15 minutes until I was able to catch the attention of a passerby on the street. They were kind enough to help, and polite enough not to laugh.

What did I learn? Tie off your ladder, especially on a windy day.

Here is a good website on ladder safety. http://www.osha.gov/SLTC/etools/construction/falls/4ladders.html

Everyone likes to feel they are strong. Sometimes it gets us into trouble. Standing on the rear deck about 5 feet above grade, a new inspector and I were explaining to the client the importance of guardrails around a high deck like this. We spoke about how people often lean against railings and there can be a lot of force on them, especially during a party with lots of people and a little alcohol.

My associate grabbed the railing and applied some force – more than the railing could withstand, as a matter of fact. The railing gave way and he would have fallen after it, had the client and I not grabbed him. The point was made, but the damage was done. We were all a little shaken up.

It was very difficult to make the seller understand that the railing was unsafe and not our responsibility to replace. We ended up splitting the cost of replacement.

What was the weak link? In this case there were several, but the most significant was where the railing was (barely) secured to the house wall. We often can’t tell by looking where the problem may be.

What did we learn? Test progressively and carefully. Don’t put yourself in danger. Have you ever done anything like this at an inspection? Let me know.

Footnote: From an insurance standpoint, this is where Commercial General Liability insurance is useful. If you damage something at an inspection, you can be insured.

Good home inspectors train themselves not to make assumptions.  This applies not only to technical information, but to general business interactions as well.  I have learned through painful experience to take the time to know who I’m talking to at the beginning of an inspection.

On one inspection in the early days, I started enthusiastically and encouraged the person to accompany me as I went around the outside of the home. After about 10 minutes, the person realized I thought they were my client, and re-introduced himself as the seller! There isn’t much you can say at that point that looks professional or in control.

We now encourage our people to stop a few blocks away from the home, and read the work order carefully to make sure we know the client’s name and real estate agent’s name.  The listing agent’s name is typically on the sign on the front lawn. We often will not know the seller’s name, but if you know the other players, life becomes much easier. If in doubt, it’s much better to ask.

A good work order and scheduling system make keeping track of the players a little easier.

On a related note, it’s really great to be able to recognize who is calling in. We built this into our work order system in Horizon. Our agent database is tracked automatically in Horizon. When an agent calls, we select their name from our list, and are immediately told how many times that agent has worked with us, and the last time they worked with us, along with the address and client’s name. It makes it very easy for us to say, “By the way Joan, how did everything worked out on Maple Street work last month for the Armstrongs?” It’s part of great customer service and building relationships.

The newest version of the Ontario Electrical Safety Code will come into effect on May 1, 2009.

If you haven’t seen them already, you will soon start to see tamper-resistant electrical receptacles. These are a requirement of the new electrical code (residential appplications).

Tamper-proof receptacles can be identified by “TR” on the faceplate of the outlet.

Here is link to a site that shows how they work:

http://www.leviton.com/OA_HTML/ibeCCtpSctDspRte.jsp?section=23899&minisite=10021

Here is how to identify them: Look  for TR between the hot and neutral holes of these outlets:

Let’s assume you have decided not to park in the driveway of the home you are inspecting – a good decision in our opinion. Here’s a terrific way to make this situation go wrong fast. Knock on the front door 5 to 10 minutes late (Home inspectors should never be late!!) and say, “I’m so sorry – I am never late for an inspection, but there is absolutely no place to park around here!” As the client digests this important new information, it’s probably safe to say the agent and seller will not be offering you water or coffee as do your inspection.

By the way, if I’m going to be late for an inspection or any appointment, I make sure to call and at least leave a message apologizing and advising when I will arrive. What do you do?

Parking your inspection vehicle should be a simple thing. But we have gotten into trouble with this a few times. When you arrive at a home there is often parking available in the driveway, and sometimes not a convenient spot on the street.

We suggest you not park in the driveway. Why? The client and real estate agent may be annoyed that they are not able to park there, or may park behind you, making a graceful exit at the end of the inspection difficult. Agents don’t like being interrupted to move their car when they are focused on getting the client to waive the home inspection clause in the offer, or getting ready to re-negotiate the sale based on your findings.

The seller may come home and not be able to get into their garage because you are in their way – not a great way to make a first impression, especially with someone who is a prospective client – sellers are often buying a home! It’s equally awkward if the seller is home and needs to get out of the garage while you are parked there.

You show up at the inspection on time and ready to go. The client and agent are there and you go through your introductory remarks. Straight to work with the attentive client, and happily the owner is not there. A great situation! You get through the home, summarize for the client and provide a report summary.

You collect your payment, thank the agent and client, and you’re ready to be on your way. It’s then that the agent says, “Do you remember being at this house 18 months ago?” Your heart sinks. What did you say the first time you were there? Is the old report around? What happens if they compare the two reports? Why didn’t you remember the house?

If you’ve lived through this, you know embarrassing may just be the beginning. If your reports do not track, your credibility may be hurt, and your liability may be significant. At Carson Dunlop, we worry about this and that’s why we built a tool into our Horizon home inspection report writing software that gives us a heads up when booking an inspection if we inspected the house before. Not only that, we are only one click away from the previous work order and one more click away from the previous report. We can always see what we said before. A valuable tool? Absolutely. In some cases it’s a real lifesaver.