Structure Talk

Reuben Saltzman

Structure Talk is a podcast about houses, home maintenance, home ownership, buying and selling houses, and of course, home inspections.  The show is hosted by Reuben Saltzman at Structure Tech and Tessa Murry, the House Coach. Our podcast is sponsored by Inspector Empire Builder.Email us at podcast@structuretech.com

  1. 1d ago

    Leadership Lessons (with Eric Houseman)

    To watch a video version of this podcast, click here: https://youtu.be/bMFQ70dvop0  In this episode, Reuben Saltzman welcomes longtime guest Eric Houseman as a co-host and takes a closer look at Eric’s career journey and leadership experience. Eric shares lessons from his time at Home Depot, Discount Tire, and Structure Tech, including why taking care of employees leads to better client experiences and how treating people with dignity and respect can make a difference in challenging situations. Eric also discusses how his leadership style has evolved, emphasizing autonomy, problem-solving, learning from mistakes, and avoiding micromanagement. He shares some of his life outside of work, including his love for outdoor activities, community theater, family, faith, and disc golf, before wrapping up with details about Inspector Empire Builder’s upcoming Rapid Gain Training. Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events Takeaways Take care of employees so they can take care of clients. Give employees the tools and autonomy they need to succeed. Treat people with dignity and respect. Don’t take difficult customer interactions personally. Focus on solving problems instead of becoming defensive. Avoid micromanaging your team. Encourage employees to bring solutions, not just problems. Allow people to make mistakes and learn from them. Failure is part of trying new things and improving. Trust employees to use good judgment. Lead people the way you would want to be led. Leaders Eat Last by Simon Sinek is a valuable leadership resource. Life and identity should extend beyond your career. Personal interests and relationships are important outside of work. Chapters 00:01 Introducing Eric Houseman as Co-Host 01:53 Eric’s Role as Service Manager at Structure Tech 02:51 Trying New Things and Learning From Failure 03:16 Eric’s Career Background 04:06 Starting at Home Depot 06:17 Moving Into Leadership at Home Depot 08:00 Career at Ultimate Electronics and Discount Tire 09:02 Leaving Discount Tire and Finding Home Inspection 10:11 Shadowing a Home Inspection 10:40 Joining Structure Tech 10:56 Leadership Lessons From Discount Tire 11:31 Taking Care of Employees First 13:38 Working Through High-Pressure Environments 15:46 Handling Difficult Customer Situations 17:01 How Eric’s Leadership Style Has Changed 17:55 Autonomy vs. Micromanagement 18:23 Encouraging Employees to Bring Solutions 19:39 Using Good Judgment in Home Inspections 20:46 Eric’s Recommended Leadership Book 22:26 Life and Identity Outside of Work 24:31 Looking Beyond Career and Profession 25:30 Eric’s Outdoor Interests 26:00 Discovering a Love for Community Theater 27:55 Returning to the Stage 28:47 Family, Faith, and Disc Golf 29:41 Inspector Empire Builder Rapid Gain Training 31:03 Tessa Update and Closing

    Leadership Lessons (with Eric Houseman)

  2. Sep 21

    Problems with galvanized pipes and don't always trust your AI

    To watch a video version of this podcast, click here: https://youtu.be/sbkwkInH1xg  In this episode, Reuben Saltzman and Tessa Murry discuss the problems that come with aging galvanized steel drain pipes. Reuben shares a story about a severely clogged kitchen drain at his rental property and explains why replacing old galvanized pipes during a remodel can prevent bigger and more expensive problems later. They also discuss water heater anode rods, appliance age decoding, and the growing use of AI by home inspectors. After testing several AI tools to determine the age of his furnace, Reuben finds inconsistent results, reinforcing an important reminder: AI can be useful, but inspectors should always verify important information before sharing it with clients. Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events Learn how to determine the age of common household appliances with Structure Tech’s Appliance Ages guide: https://structuretech.com/appliance-age/ Takeaways Galvanized steel drains corrode internally, allowing buildup to restrict or completely block water flow. Chemical drain cleaners can damage the protective zinc coating on galvanized pipes and worsen deterioration. Severely deteriorated galvanized drains may need replacement rather than repeated attempts at cleaning. Remodeling is an ideal time to replace old galvanized pipes while walls and finished surfaces are already open. Homeowners with galvanized steel drains should plan on eventually replacing them as they reach the end of their serviceable life. Anode rods help protect water heater tanks from corrosion, and replacing them when needed can extend the life of the water heater. Anode rod lifespan and accessibility vary depending on the water heater and water conditions. Appliance and HVAC equipment ages can often be determined using manufacturer serial numbers and age-decoding resources. Building Intelligence Center and Swift Reporter are useful resources for determining equipment age. Reuben tested several AI tools to determine his furnace’s age and received inconsistent results. Some deeper-thinking AI modes provided correct answers after quicker responses gave incorrect information. AI can confidently provide inaccurate information, so home inspectors should verify important details before including them in reports or sharing them with clients. Chapters 02:29 Inspector Empire Builder and AI Tools 09:40 Reuben’s Clogged Kitchen Sink Story 10:42 Problems With Galvanized Steel Drains 12:04 Drain Cleaners and Galvanized Pipes 14:34 Replacing the Galvanized Drain Pipe 20:00 When to Replace Galvanized Steel Drains 23:06 Water Heater Anode Rod Maintenance 26:46 Powered Anode Rods 28:37 Bradford White Anode Rod Design 30:32 Decoding Water Heater Manufacturing Dates 35:00 Determining the Age of Appliances and Equipment 35:31 Equipment Age-Decoding Resources  37:00 Testing AI to Determine Furnace Age 39:19 Comparing Different AI Tools 39:49 Why You Shouldn’t Always Trust AI 41:04 Reuben and Tessa’s AI Tool Preferences 42:18 The Benefits and Concerns Around AI

    Problems with galvanized pipes and don't always trust your AI

  3. Sep 7

    A case for more detailed new-construction inspections (with Dillon Winiecki)

    To watch a video version of this podcast, click here: https://youtu.be/WxpLRqe6LDk In this episode, Reuben Saltzman and Tessa Murry are joined by Dillon Winiecki of Protect Property Inspections in Arizona to discuss the growing demand for more detailed new-construction inspections. Dillon shares his journey from firefighter to home inspector, the growth of his company, and why changing consumer expectations present an opportunity for inspectors to provide greater value. They also explore Arizona’s Registrar of Contractors (ROC) workmanship standards, warranty timelines, builder restrictions, inspection pricing, training, and how understanding state laws and construction standards can help inspectors better protect homeowners. Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events Learn more about Dillon Winiecki and his team’s home inspection services in Arizona: https://ppi-az.com/ Follow Protect Property Inspections’ in-house social media influencer for new-construction inspection content and real-world inspection findings: https://www.instagram.com/jonny.eagle.eye/ Takeaways Dillon Winiecki began his home inspection career in 2018 after working as a professional firefighter. Protect Property Inspections has 42 employees, including 24 inspectors, with new construction making up about 85% of its business. Dillon founded the Inspection Career Training Academy to educate aspiring Arizona home inspectors and recruit new talent. Changing consumer expectations create an opportunity for inspectors to provide greater value. Home inspections have expanded to include specialized services, and detailed new-construction inspections are another evolution of the industry. Arizona’s workmanship requirements provide specific standards and tolerances for documenting construction defects. Protect Property Inspections includes Arizona ROC workmanship standards directly in its inspection reports. Dillon believes workmanship standards should be included in comprehensive new-construction inspections rather than offered separately. Warranty deadlines matter, with some defects requiring documentation before closing or within the first 10 days. Cosmetic-looking issues can indicate improper installation, including nail pops, bowed walls, tile issues, and missing insulation. Manufacturer requirements can help inspectors determine whether components were installed correctly. Builder restrictions may limit access before closing, while inspections after closing may allow inspectors greater access. Protect Property Inspections offers post-report support to help clients address repairs and navigate ROC complaints. The company averages about $1,070 for detailed final-walk or 10-day inspections, compared with $850–$860 for typical resale inspections. Specialized training is essential, with more than 57 training modules focused largely on new construction. Inspectors should research their state laws, warranties, building standards, and manufacturer requirements. Detailed inspections can help builders catch workmanship problems earlier, when repairs may be easier and less expensive. The key takeaway: Detailed new-construction inspections can provide greater value and protection by using clear standards, warranty requirements, and strong documentation. Chapters 00:00 Introduction and Welcome to the Show 01:30 Introducing Dillon Winiecki 02:11 Inspector Empire Builder and AI Tools 04:02 Dillon’s Journey From Firefighter to Home Inspector 07:00 Growing Protect Property Inspections 08:41 Starting the Inspection Career Training Academy 14:06 The Shift Toward More Detailed New-Construction Inspections 17:48 Changing Consumer Expectations in Home Inspections 19:26 Why Detailed Inspections Are an Opportunity 21:01 Arizona’s Workmanship Laws and Standards 23:25 Protecting and Empowering New-Construction Homeowners 24:01 Giving Inspection Reports More “Teeth” 26:44 Combining Standard and Workmanship Inspections 29:48 Understanding the Arizona Registrar of Contractors (ROC) 31:18 Cosmetic Issues vs. Installation Defects 37:11 Builder Restrictions and Inspection Limitations 39:13 Post-Report Support and Warranty Claims 41:25 Pricing Detailed New-Construction Inspections 44:56 Training Inspectors on Workmanship Requirements 45:48 New Construction as 85% of Dillon’s Business 47:19 Researching State Laws and Warranty Protections 48:45 How Detailed Inspections Can Improve Construction Quality 52:08 The Future of Detailed New-Construction Inspections 52:45 Where to Find Dillon Winiecki 53:37 Closing Thoughts

    A case for more detailed new-construction inspections (with Dillon Winiecki)

  4. Aug 17

    Builder Workmanship Inspections (with Andrew Harshman)

    In this episode, Reuben Saltzman and Tessa Murry are joined by Andrew Harshman of AJF Inspections in Arizona to discuss builder workmanship inspections and the growing demand for detailed inspections of new construction homes. They explore Arizona’s workmanship standards for licensed contractors, how these inspections differ from traditional home inspections, and why homeowners are requesting a closer look at cosmetic and construction defects. Andrew explains how his company structures these inspections, the importance of documenting defects within warranty periods, specialized inspection tools, pricing considerations, builder restrictions, and how inspection companies can create a specialized service around new construction standards. Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events Takeaways Builder workmanship inspections are more detailed than traditional home inspections and focus heavily on cosmetic defects and construction standards. Arizona has workmanship standards for licensed contractors covering areas such as HVAC, electrical, cabinets, concrete, landscaping, and more. Some defects must be documented within specific periods, including a 10-day window for certain issues, a one-year window for others, and broader two-year warranty coverage. A separate workmanship report helps distinguish standards-based findings from recommendations typically included in a regular home inspection report. These inspections can take two to three times longer than traditional inspections because inspectors document many additional details and cosmetic issues. Common findings include damaged surfaces, stucco issues, landscaping concerns, improperly positioned light switches, tile problems, shower surround gaps, and electrical equipment that is not level, plumb, or true. Inspectors may use specialized tools such as gap gauges, tile-tapping tools, and levels to identify workmanship issues that might otherwise be overlooked. Homeowners should understand that builder workmanship inspections are an additional level of service and are not necessarily included in a standard new construction inspection. Training a dedicated team and using a separate report template can help inspection companies maintain consistency and efficiency. Builder restrictions may limit what inspectors can inspect before the homeowner takes ownership, so these limitations should be clearly communicated and documented. The key takeaway: Builder workmanship inspections can provide significant value for new construction homeowners, but inspectors need clear standards, proper training, specialized tools, and a well-defined scope of service. Chapters 00:00 Introduction and Welcome to the Show 01:42 Introducing Andrew Harshman of AJF Inspections 02:04 Andrew’s Background and How He Became a Home Inspector 03:47 What Is Launchpad? 05:28 Finding Andrew Harshman Online 05:51 Why Arizona Is Driving the Builder Workmanship Discussion 06:51 Arizona’s Workmanship Standards for Licensed Contractors 08:19 Warranty Periods and Why Documentation Matters 09:23 Blue Tape Inspections vs. Regular Home Inspections 10:31 Creating a Separate Builder Workmanship Inspection Report 11:38 Comparing Arizona’s Standards to Minnesota 12:08 The Role of the Registrar of Contractors 13:27 Types of New Construction and Warranty Inspections 14:53 Pricing Builder Workmanship Inspections 15:24 What Is a Builder Workmanship Inspection? 16:22 Educating Clients About the Additional Service 17:44 Combining New Construction and Warranty Inspections 18:37 Why Homeowners Are Requesting Workmanship Inspections 19:17 Detailed Standards and Nitpicky Inspection Findings 20:43 Do Inspectors Enjoy Doing Builder Workmanship Inspections? 21:04 The Challenges and Benefits of Detailed Inspections 23:07 Building a Specialized Workmanship Inspection Team 24:37 Separate Report Templates for Workmanship Standards 25:36 Why Keeping the Workmanship Report Separate Matters 26:14 Should a Home Inspector Perform the Workmanship Inspection? 27:14 Applying Broad Workmanship Standards to Additional Defects 28:40 Using Specialized Tools to Measure Construction Defects 29:19 How Builders Respond to Detailed Workmanship Inspections 30:10 Electrical Equipment, Levelness, and Acceptable Tolerances 31:20 Why New Construction Homes Aren’t Always Perfect 32:07 Managing Two Inspection Templates During an Inspection 32:37 Training Inspectors to Know the Workmanship Standards 33:26 Documenting Issues That Fall Outside Specific Standards 34:14 How Many Clients Choose the Workmanship Inspection? 35:13 The Value of Clearly Defining Inspection Services 36:20 The Growing Market for Cosmetic Inspection Services 37:06 Creating Workmanship Standards for Different Builders 37:37 Builder Restrictions and Communicating Inspection Limitations 38:56 Specialized Tools and Techniques for Detailed Inspections 40:01 Closing Thoughts and Where to Find Andrew Harshman 41:02 Final Thoughts and Listener Feedback

    Builder Workmanship Inspections (with Andrew Harshman)

  5. Aug 10

    Kitchen Hood Fans: Design, CFMs, Makeup Air, and Myths

    To watch a video version of this podcast, click here: https://youtu.be/-Tsv9suvZwc  In this episode, Reuben Saltzman and Tessa Murry discuss kitchen hood fans and exhaust ventilation, focusing on CFM, hood design, ductwork, makeup air, and combustion safety. They explore common ventilation problems found during inspections, explain how excessive exhaust can affect homes, and discuss Minnesota’s makeup-air requirements. The episode also introduces AI-powered calculators to help homeowners determine fan and makeup-air requirements, along with practical tips for improving kitchen ventilation and indoor air quality. For Reuben's calculator on the Maximum Exhaust Fan Rating Without Makeup Air, go to https://docs.google.com/spreadsheets/d/1VT9XTGvmk7RVMfh4D-_iveF8LyNhYBelOeqSKS6vPds/edit?usp=sharing.  For the Makeup Air Calculator with Opening Sizing and Home Age, go to https://docs.google.com/spreadsheets/d/1b_899bkGIt8WNK8H6KwrErB9_YO80jAYb2zVy5dIEDk/edit?usp=sharing  Here’s the link to Inspector Empire Builder: https://www.iebcoaching.com/events     Takeaways Effective kitchen ventilation depends on proper hood design, placement, ductwork, and capture efficiency—not just CFM. Larger fans can increase energy use and may cause depressurization or backdrafting in homes with combustion appliances. Common inspection issues include blocked dampers, disconnected ducts, restrictive ductwork, and improperly configured microwave hoods. Minnesota makeup-air requirements vary based on fan size, home characteristics, and combustion appliances. AI-powered calculators can help homeowners and inspectors determine appropriate fan, makeup-air, and duct-sizing requirements. Proper ventilation helps improve indoor air quality, including when using electric cooking appliances. Homeowners should use exhaust fans while cooking, check exterior dampers, use back burners, and choose properly designed, quieter hoods. The key takeaway: Good kitchen ventilation is about effective capture and proper system design—not simply installing the largest fan. Chapters 00:00 Introduction and AI Report Reviewer Update 02:43 Sponsor Spotlight: Inspector Empire Builder and Rapid Gain Training 04:39 Introducing the Kitchen Hood Fan Topic 05:35 Why Kitchen Ventilation Matters for Indoor Air Quality 07:14 CFM vs. Hood Design and Capture Efficiency 08:11 Why Hood Shape and Placement Matter 10:28 Typical Kitchen Hood CFM Ratings 11:40 Oversized Fans and the Energy Penalty 12:15 Makeup Air for High-CFM Exhaust Fans 13:13 How Ductwork Affects Actual CFM 14:42 Duct Restrictions, Exterior Terminals, and Airflow Problems 15:10 Stuck Dampers and Common Inspection Findings 17:20 Microwave Hood Fans and Recirculating Systems 19:17 How Many Homes Have Proper Exterior Kitchen Ventilation? 20:05 Indoor Air Quality, Cooking Pollutants, and Code Requirements 21:03 Gas Cooking, Carbon Monoxide, and Ventilation 22:15 Minnesota Ventilation Requirements 22:58 The Truth About the 300 CFM Makeup-Air Rule 23:28 National Code Requirements for Makeup Air 26:14 Why One-Size-Fits-All Makeup-Air Rules Can Be Problematic 27:39 Backdrafting Risks in Tight Homes 28:59 Reuben's New AI-Powered Maximum CFM Calculator 30:39 Factors Used in the Minnesota CFM Calculation 32:50 When a 300 CFM Fan Requires a Calculation 33:31 Calculating Makeup-Air Requirements and Duct Size 34:25 AI-Powered Makeup-Air Calculator 35:23 Making Complex Code Calculations Easier 37:03 Minnesota Code Exceptions and Combustion Safety Testing 38:22 Worst-Case Depressurization Testing 39:06 When Makeup Air May Be Avoided 40:31 Practical Kitchen Ventilation Tips 41:13 Using Back Burners and Choosing a Quiet Hood 41:54 Microwave Vents vs. Proper Capture Hoods 44:30 Why Capture Efficiency Matters More Than CFM Alone 45:25 The Difference an Exhaust Fan Makes in an Airtight Home 47:49 Closing Thoughts and Listener Feedback

    Kitchen Hood Fans: Design, CFMs, Makeup Air, and Myths

  6. Aug 3

    Crazy complaints (with Eric Houseman)

    To watch a video version of this podcast, click here: https://youtu.be/vwDEHoyPgG4  In this episode, Reuben Saltzman, Tessa Murry, and Eric Houseman share some of the most memorable and unusual service inquiries they've encountered in the home inspection industry. From clients complaining about issues already documented in the inspection report to hidden defects concealed behind artwork and inaccessible attics, the conversation explores the challenges inspectors face when managing expectations after a home purchase. Takeaways Managing client expectations before, during, and after an inspection is critical to customer satisfaction. Many service inquiries originate from misunderstandings about what a home inspection can and cannot uncover. Home inspectors are not required to move personal property, remove artwork, or access concealed areas that are not readily accessible. Hidden defects behind furnishings, artwork, insulation, or inaccessible spaces often become points of contention after a sale. Contractor opinions provided after an inspection do not automatically mean the inspector made a mistake. Home inspectors are not code inspectors, and older homes often contain conditions that would not meet current codes but are still functioning. Strong documentation, photographs, videos, and clear report writing help protect inspectors when questions arise later. AI can be a valuable quality-control tool by reviewing inspection reports for inconsistencies, missing comments, and reporting standards. Structure Tech has begun implementing an AI-powered report review process using uploaded procedures, style guides, and inspection requirements. Even experienced inspectors occasionally miss obvious issues, which can impact client confidence in the report. Showing up, listening, and communicating directly with clients often resolves concerns better than lengthy back-and-forth correspondence Most home inspection complaints are relatively rare, especially when a company has strong training, processes, and quality control systems in place. A dedicated service manager can help objectively handle complaints without the emotional attachment inspectors may have to their own reports. Building trust through transparency and responsiveness is often more important than determining who is right or wrong. Continuous improvement through technology, training, and customer feedback strengthens both inspection quality and customer experience. Chapters 00:00 Introduction and Weather Updates 02:43 Inspection Fuel Conference and Sponsor Spotlight 04:19 Listener Feedback on Cosmetic Defects and Reporting Standards 09:54 Real Estate Agents, Buyer Expectations, and New Construction Inspections 11:31 Introducing AI-Powered Home Inspection Report Reviews 18:41 Free vs. Paid AI Tools and Early Results 19:54 Crazy Complaint #1: The Client Who Never Opened the Report 22:23 Crazy Complaint #2: Garage Door Opener That Was Actually Locked 26:24 Crazy Complaint #3: Hidden Drywall Damage Behind Artwork 29:17 When Does a Refund Make Sense? 32:57 Complaint Statistics and Customer Service Insights 35:12 Crazy Complaint #4: Hidden Attic Access and Undisclosed Structural Repairs 42:46 Crazy Complaint #5: Water Heater Code Upgrade Disputes 46:02 Crazy Complaint #6: "Illegal" Plumbing Connections and Contractor Claims 50:20 Standing Behind Accurate Findings and Industry Expertise 53:06 Crazy Complaint #7: Cracked Heat Exchanger Discovered After Closing 55:03 Lessons Learned and Final Thoughts on Service Inquiries 56:17 Closing Remarks and Contact Information

    Crazy complaints (with Eric Houseman)

  7. Jul 20

    Should home inspectors report on cosmetic defects?

    To watch a video version of this podcast, click here: https://youtu.be/FFgBErKxCHs  In this episode, Reuben Saltzman and Tessa Murry tackle a question that's becoming increasingly common in the home inspection industry: Should home inspectors report cosmetic defects in new construction homes? From nail pops and scuff marks to drywall imperfections, they explore the growing expectations of homebuyers, the role of inspection standards, and whether inspectors should adapt their services to meet changing consumer demands. They also discuss builder performance guidelines, the balance between cosmetic concerns and material defects, and why this conversation could shape the future of new construction inspections  Takeaways Homebuyers are placing greater emphasis on cosmetic imperfections in new construction homes. Home inspectors must balance identifying material defects while managing client expectations. Cosmetic issues such as nail pops, scuffs, and minor drywall imperfections are becoming a frequent source of concern. Some inspection companies heavily document cosmetic defects, while others focus primarily on safety, performance, and structural issues. Inspectors should clearly communicate the scope and limitations of a home inspection before beginning. Industry standards of practice generally prioritize material defects over cosmetic concerns. The National Association of Home Builders' Residential Construction Performance Guidelines provide useful benchmarks for evaluating workmanship. Performance guidelines distinguish between acceptable cosmetic imperfections and warrantable defects. Many cosmetic defects are only considered excessive when visible under normal lighting from approximately six feet away. Builders may have their own warranty standards, making expectations vary from one company to another. Cosmetic walkthroughs could become an additional service offering, though they require significantly more inspection time. Thorough inspections should continue to prioritize issues affecting safety, functionality, durability, and performance. Client expectations continue to evolve, and inspection companies may need to adapt their services accordingly. Listening to feedback and analyzing recurring client concerns can help improve inspection processes. Ongoing conversations with builders and inspectors are essential for developing practical industry standards around cosmetic reporting. Chapters 00:00 Introduction and Personal Updates 04:19 Why Cosmetic Defects Are Becoming a Bigger Issue 06:22 Comparing Home Inspection Reports on New Construction 10:10 What Do Homebuyers Really Expect? 12:09 Existing Standards and Builder Performance Guidelines 17:10 Minnesota Statutes and Builder Responsibilities 20:33 Understanding Cosmetic Performance Standards 25:00 Builder Guidelines vs. Home Inspection Standards 27:18 Should Inspectors Document Cosmetic Defects? 31:27 Where Should Inspectors Draw the Line? 35:30 Meeting Client Expectations Without Expanding Scope 37:34 Looking Ahead: Continuing the Conversation

    Should home inspectors report on cosmetic defects?

  8. Jul 6

    Handling Customer Complaints

    To watch a video version of this podcast, click here: https://youtu.be/NZSMT78oKmQ In this episode, Reuben Saltzman, Tessa Murry, and Eric Houseman delve into the craziest service inquiries and complaints home inspectors face, emphasizing the importance of communication, empathy, and proper process. They share real stories, lessons learned, and strategies to handle difficult situations effectively. Takeaways Most customer complaints come from miscommunication and unclear expectations. Set clear expectations before, during, and after the inspection. Listen first and fully understand the client's concern before responding. Show empathy and remain professional when handling complaints. Follow a consistent process for resolving service inquiries. Gather all facts before making conclusions or offering solutions. Track and analyze service inquiries to identify recurring issues. Use complaint trends to improve processes and team training. New construction homes can still have defects and require thorough inspections. Educate clients on the value and limitations of home inspections. Keep detailed documentation, including notes, photos, and communication records. Clear documentation helps resolve disputes and protects the business. Be responsive and follow up with clients to build trust. Maintain professionalism when dealing with unpaid clients and report access. Establish and communicate clear payment policies. Build strong relationships with both clients and real estate agents. Focus on factual, objective findings rather than assigning blame. View complaints as opportunities for learning and continuous improvement. Strong communication, empathy, and consistency lead to better customer satisfaction. Chapters 00:00 Introduction and Personal Updates 02:15 Understanding Service Inquiries 06:49 The Process of Handling Complaints 11:39 Trends in New Construction Complaints 15:39 Tracking Service Inquiries 21:16 Customer Service Philosophy 24:29 The Importance of Showing Up 28:25 Navigating Client Relationships 30:42 Handling Service Inquiries 35:57 Learning from Inspection Experiences 44:19 The Role of Agents in Home Inspections

    Handling Customer Complaints
See All (313)

4.9
out of 5
58 Ratings

About

Structure Talk is a podcast about houses, home maintenance, home ownership, buying and selling houses, and of course, home inspections.  The show is hosted by Reuben Saltzman at Structure Tech and Tessa Murry, the House Coach. Our podcast is sponsored by Inspector Empire Builder.Email us at podcast@structuretech.com

Information

  • Creator
    Reuben Saltzman
  • Years Active
    2019 - 2026
  • Episodes
    313
  • Rating
    Clean
  • Copyright
    © 2026 Structure Talk
  • Show Website
    Structure Talk

You Might Also Like