Mike Chamberlain is the owner and lead home inspector at MC2 Home Inspections, who has been proudly serving and protecting home buyers since 2007. We recently spoke with Mike about how the home inspection industry is evolving and how technology is playing a role in these changes.

Tell us a bit about yourself. Why did you decide to become a home inspector?

After spending much time sitting behind a desk in the corporate world, I decided to make my experience and passion for homes work for me. I have an extensive background as well as formal training in construction.  I truly enjoy helping people through the home buying process, and it is very rewarding to save home buyers from making a potentially bad investment.

What are some of the home inspection issues that you’ve come across more frequently over the last five years or so?

Without question, the largest issue I have seen over the course of the last five years are electrical DIY jobs gone bad. Many times, homeowners will try and save money or cut corners by doing work themselves. The problem with this is that if you are not familiar with the type of work you are doing, you are more apt to make mistakes that will come back to haunt you come home inspection time.

What’s the most unusual home inspection problem that you have encountered? 

Over the last ten years or so doing home inspections, I have certainly seen my share of “unusual” problems. One of the funniest DIY jobs I have ever seen was a DIY light fixture in the basement of a home that used a flexible dryer duct as the conduit.

What are some of the problems or issues that an inexperienced home inspector may be more likely to miss?

Home inspectors who are just starting out need to pay particular attention to the structure and foundation of the home, especially when it comes to finished basements. Many times, there are clues that are present during a home inspection that can lead you to a structural or foundation issue; but if you do not know what to look for, it can cost you big time!

How is technology changing the way that home inspectors perform their duties?

There are many different types of software programs out there designed to help home inspectors by allowing them to work smarter, not harder. The key is finding the right software for you. Besides software, there are many high-tech tools available to home inspectors (such as volt meters). It is important to realize that these tools only help in diagnosing problems, but they should not be totally relied upon. If there is a potential issue that is found, it should always be “further reviewed” by an appropriate contractor who specializes in that particular area.

What is your opinion on the use of infrared cameras and/or thermal imaging devices during a home inspection?

I personally do not use infrared cameras as I believe that their use conflicts with nationally-recognized standards of practice for home inspectors. It is important to always remember that a home inspection by definition is a “visual” assessment of the home and its readily available systems.

What’s your philosophy for dealing with realtors, homeowners, or building companies who expect a home inspection to be completed within hours of them calling you?

We always do the best we can to accommodate those “last minute” requests. However, if you are a reputable inspection company who has been in business for a while, odds are your schedule is pretty full (especially during March through November). If we can get it in, we will do so; but in many cases, it is not feasible to schedule a home inspection so quickly.

Do you think the home inspection business will change significantly over the next decade or so? 

I do believe the industry is changing, albeit very slowly. More and more inspection companies are relying less on Realtors for their referrals and more on direct contact with the general public. With all of the information available to consumers concerning conflicts of interest, it is only a matter of time until this practice of Realtor referrals is obsolete.

Some inspectors do the bare minimum. And some go far beyond the Standards of Practice. There’s nothing inherently right or wrong with either approach. But if your business efforts land somewhere in the middle ground, you’ll grow more business without approaching burnout.

Do some investigative work around your community and see how your services stack up to the competition. You might already be a leader. Or some catching up might be in order.

Recording Home Inspection Results

Required Minimum: Written description of material defectsAbove and Beyond: High-resolution images with commentary

A written home inspection without any photos can pass muster. But these days, most inspectors include photos. With so much technology available, there’s no reason not to add images. They help tell the home’s story and illustrate your findings. If you use a mobile app, you’ve got a camera built in.

You don’t need to invest in a high-end digital camera. Customers don’t plan to frame them, they just need a visual aid.

Reporting Style and Delivery

Required Minimum: Report delivered ‘in a timely mannerAbove and Beyond: Electronic delivery the same day

A home inspector who can’t deliver the report within 24 hours will probably miss out on a lot of referrals. When hard-copy reports were common, a 48-hour turn-around was considered great service. But with digital reporting, long hours spent poring over paperwork are a thing of the past.

Aim for quick turn-around, especially in competitive markets. The sooner customers get the report, the sooner they can make a decision. Fast reporting could even save a real estate deal. With a mobile app, you could email a formatted, professional looking report complete with images before you leave the site.

Home Inspection Style

Required Minimum: Basic tools for a general, visual inspectionAbove and Beyond: High-tech tools (thermography, drone, etc.)

Most Standards of Practice say that a home inspection covers what’s visible and accessible. So it’s possible to conduct a complete home inspection with a screwdriver, electrical tester and flashlight. But times and technology have changed.

You don’t need every tool known to man. For example, a top-of-the-line thermal imaging camera costs thousands. And a drone could cost thousands more. But similar equipment is available in a more moderate price range.

Qualifications and Experience

Required Minimum: Minimum education (or no education at all)Above and Beyond: High-quality education plus association membership in good standing

Some states have no education or licensing requirements to speak of. So it’s perfectly legal to go to work without a formal education or on-the-job training. And some inspectors invest heavily in education, plus internships, licensing and association memberships.

The more credentials you have, the more confidence you’ll instill in customers. Meet your state’s minimum requirements, then think about adding another layer, such as joining an association or two. Continuing education is another great idea.

Customer Involvement

Required Minimum: Prefers to work aloneAbove and Beyond: Invites customers to attend and ask questions

Some home inspectors prefer to work alone. And there’s nothing wrong with taking the solo route. Then some inspectors not only invite customers to the inspection, they make free of their time for in-depth questions and answers.

Customers are more educated now than ever before. Many will expect to attend the inspection. You can guide the process by setting guidelines on questions and answers. Keep in mind that an inspection can quickly turn into a lengthy, casual event if it doesn’t stay on track.

Services Offered

Required Minimum: General home inspectionsAbove and Beyond: Ancillary inspection services

Many home inspectors are generalists. They follow the Standards of Practice, which covers the most vital of home systems. And that creates a comprehensive assessment of the home, from top to bottom. Some other inspectors offer an array of ancillary services, from hazard detection such as radon to the termite inspection that every home needs.

In the middle ground, inspectors who offer a handful of ancillary inspections can improve their earnings and create some goodwill along the way.

As long as you follow any of the common Standards, you’ll always provide thorough, professional home inspections. But times change, and so do customer expectations. It’s in your best interest to go a little above and beyond.

Technological advances have made the home inspecting industry faster, more efficient and all-around better. And you don’t need experience or a computer science degree to get started.

If you’re looking for smarter processes, fewer missed appointments and a better service for customers, here are just a few tools to think about bringing on board.

#1: Automated Scheduling Lets Customers Make Appointments Anytime

How often have you perused the Internet late at night? Chances are, your customers do the same. With automatic appointment scheduling software built into your website, customers can hire you at 3 p.m. or 3 a.m., whenever it fits their schedule.

AppointmentPlus offers automated scheduling that fits within your rules.

With vCita, customers can view and schedule consultations or services, and you can add a link to your social media profiles.

TimeTap lets customers schedule and manage appointments and it sends email alerts on your behalf.

#2: Thermal Imaging Detects Energy Waste and Damp Conditions

Thermography captures images in special color patterns that indicate hot, warm and cold spots. With home inspections, thermal imaging can spot inadequate attic insulation, air leaks around windows and doors and water infiltration in basements.

Thermal imaging can be pricey, especially if you opt for top-of-the-line FLIR handheld equipment. But FLIR has recently developed a camera adapter that works with mobile devices. They cut the cost of thermography by more than half, with reasonably good results.

Seek Thermal offers a “Compact Pro” mobile device thermal imaging option that works with most smartphones.

Thermography lets you offer more services to customers, and the mobile option makes it affordable and convenient.

#3: Drone Technology Enables Easier Roof Inspections and More

Drones are revolutionizing the home inspection industry. Home inspectors no longer have to scale ladders and walk on rooftops just to determine if defects exist. And drones offer better photography from multiple angles, too.

Another benefit of drones, also called UAVs, is through thermographic imaging. Using a specially designed thermal imaging camera mounted on the drone, inspectors can give customers a better picture of the home’s energy efficiency and where it might need insulation and air leak attention.

#4: Home Inspection Reporting Apps Free You From a Computer

Some home inspection reporting apps require you to sync with a computer, but that’s an unnecessary step that’s becoming obsolete. Forward-thinking home inspection reporting software works on its own, which means fewer trips to the office and more time in the field.

Report Form Pro is one such app. Home inspectors can work through the report checklist, fill in defect details, attach images and email the report to the customer, all from one device. It’s convenient for inspectors as well as customers.

New technology should excite, not intimidate, you. The days of hiring a programmer or taking classes to learn about new software are over. If you can use a computer or smartphone, you can take advantage of cutting edge technology. You’ll need practice, of course, especially with a drone. But chances are, you’re up to the task.

It’s the little things that make a difference. Going the extra mile can reinforce your good name as a leader in your home inspection market. But in some cases, too much opinion is a little too much.

How can you decide what to talk about and what to pretend you never saw? That’s easy: if a defect makes you uncomfortable, it’s probably worth mentioning. The difference is in how you frame it.

Manage Scope-of-Work Expectations Up Front

You know there’s a limit to what’s covered in a general home inspection. But your customers might not, even if they’re regular Angie’s List readers. That’s especially true if you’re working with a first time home buyer. Manage expectations on the front end with a thorough pre-inspection agreement, and customers will have fewer chances to feel disappointed.

Pre-inspection agreements don’t need to include Standards of Practice in full. That’s too much information. But they should explain that there’s a limit to your work.

For example, you can’t:

See what’s under flooring or inside walls Walk a roof that’s covered in ice Detect radon without specialized equipment Spot a plumbing leak if water isn’t present Guess the life expectancy of any system, such as roofs and HVAC systems Test an outlet that’s hidden behind furniture Inspect a crawlspace that’s flooded or too low to access

These exceptions might seem obvious to you. But if a homeowner moves in and later finds widespread mold under vinyl flooring or a whole run of dead outlets where a set of bookcases once stood, you might get a disgruntled phone call. Nolo suggests you could even face a lawsuit. Use your pre-inspection agreement to explain limitations.

Give Customers a Heads Up and They’ll Appreciate It

With all of that said about managing expectations, you’re not necessarily off the hook. If you see a problem that’s not within your scope of work, you still might mention it. That’s good business and it promotes goodwill.

For example, general home inspections don’t cover landscaping. But what if you climb out of your truck and notice a stately maple tree crawling with wood-boring ants? A word to the customer lets them call a tree specialist before the trunk gives way and 100 years of growth and girth lands on the house.

Some visible and accessible problems aren’t covered in any generalist’s Standards of Practice. So whether it’s a defective roof on an outbuilding that you won’t inspect or a leaky hot tub that’s not included in an inspection, a heads up is usually the right thing to do.

Use Reporting Discretion to Help Avoid Liability Complaints

As with most things, a little discretion goes a long way. So while offering information on a problem that’s not covered in the inspection, be careful about using your influence. Advice can land you in hot water.

If you believe that elderly maple tree is risky, stick to the facts: there are wood boring ants present. It’s a good idea to stop short of saying the house is in danger, the tree is ready to fall or that it needs to be cut down.

Customers may rely heavily on your report and any of your conversations, no matter how casual. In some cases, the decision to buy or walk away hinges on your words. The more information you give and the further you step outside your scope of work, the more likely you’ll be to one day face an unhappy buyer, seller and real estate agent.

Your work as a home inspector puts you front-and-center with a lot of home defects. But no matter how much customers might think otherwise, some things aren’t included in your scope of work.

If you see a problem, it’s a good idea to mention it. Just be careful about offering advice that goes beyond recommending that they call a specialist. Those ants might mean the tree is on its last legs. Or maybe they’re just chowing down on some candy left behind by the neighborhood kids.

If you live near a state line, you inspection market could be whittled down by half. At least if you’re only licensed to work in your home state. Branching out improves your odds of a more thriving business. But crossing the state line isn’t as simple as making the drive.

It’s certainly possible to grow your business beyond the boundaries of your state. If that’s the direction you’d like to go, here’s what you’ll need to do.

Research Minimum Licensing Requirements by State

Only some states issue a home inspector license for people working in the industry. There are still several states with no licensing or regulation. One of the first steps in expanding to another state is researching that state’s licensing requirements.

If you’re already licensed, chances are your education plus field experience meets or exceeds the neighboring state’s minimum standards. However, if your state doesn’t issue licenses, the volume of your work experience might be the deciding factor in whether or not you need more education.

At this link, you’ll find access to licensing requirements for every state.

Fulfill Additional Education Requirements (if Any)

If your research turns up bad news, you’ll need more education or experience before you can grow. It might be in the form of continuing education credits or learning units, classroom education, online education or a combination of all three.

An online home inspection education provider, such as ICA School, meets the requirements for every state that allows online learning. Some states, such as West Virginia, require classroom learning, a certain number of field inspections in a neighboring state, or a combination of the two.

If you work in an unlicensed state and have experience, you might qualify for an education waiver. If not, it’s time to sign up for courses and get certified. Then you can approach the licensing board about any additional requirements, such as the level of liability insurance they require home inspectors to carry.

Talk With an Accountant or Attorney About Different Tax Liabilities

The least fun part of expanding into a neighboring state is the business side. Taxes may be especially complicated, so schedule an appointment with a reputable business tax attorney or an accountant. You might need to talk with one in each state where you plan to work. But many professionals have associates who can brief them on laws in other states.

The IRS is another important source for tax questions. And so is the Small Business Association or SBA. They have a wealth of resources that help small businesses learn the complicated ins and outs of working across state lines. Bob Markey Fedorovich accounting consultants break down other common issues that business owners face when working in two or more states.

With a team of professionals on your side, you can set up your multi-state business the right way the first time. That will save you headaches and perhaps even state and local penalties in the long run.

Home inspectors often look for inventive ways to grow their business. Sometimes, it’s by adding employees. And sometimes, it’s by expanding territory. Working near a state line creates a built-in hurdle because rules and regulations can vary a great deal. But you can jump them as long as you plan well in advance.

One thing that doesn’t have to cause headaches is your home inspection reporting app. Report Form Pro works just as effectively in one state as another. As long as you have a mobile signal, you can send a report to any customer anywhere.