Delivering Bad News About Potential Water Damage

It’s never good news for property owners when water enters the picture. Telltale signs on concrete and wood can
indicate water seeping into the foundation of the house. You, the home inspector, are there to provide information on
the safety of the home.

An inspector understands how a hairline cement crack in a foundation is the point of least resistance that can lead
to basement leaks or floods, larger wall cracks and even bowing or buckling walls. But to a homeowner, that same
crack might not signal a moisture intrusion problem or a structural problem down the road.

It is up to the inspector to provide full disclosure about the impending consequences of foundation water damage.

Back up your concerns with evidence such as the following:

• Wall bowing outward
• Wall pulling loose from fasteners
• Damp and soft wall
• High moisture meter reading

Even with this evidence, however, it might be challenging to convince your client about the urgency of remedial
action.

Put Your Client First

Your client depends on your experience and expertise to deliver objective observations. Your job is to report what
you see. But, unlike you, your client has an emotional investment in your findings. A seller wants to get the most
value for the home, and a buyer wants a sound and safe home.

The client who attends your inspection demonstrates that emotional investment. They want to be there to know
firsthand what you see. When you discover and report a flaw like a cement crack with water seepage and possible
foundation work, you should be prepared to stay calm because your client may react emotionally.

Knowing how to deliver bad news professionally will keep you and your client on an even emotional keel, and it might
even allow you to become a star in your client’s view.

Delivering Bad News

Your mindset and how you frame information can set the conversation on the right track to a positive outcome. Keeping
your client in a receptive mode is key to helping them hear and understand problems. Whether the issue is a slow leak
in the kitchen or a foundation weakness, how you deliver your findings is critically important.

1. Professional Demeanor

Jean-Francois Manzoni, author of “A Better Way to Deliver Bad News,” published in the Harvard Business Review,
cited research explaining that people are more willing to accept bad news from someone who is reliable and has good
intentions. You are a winner here. Your inspection business is based on your experience and expertise and your
dedication to providing objective observations.

2. Fair Delivery

You have all the relevant information for your client. Your images highlight your findings and your knowledge gives
you the opportunity to present your findings in a professional manner. You communicate the finding in clear language,
and explain necessary repairs and remediation.

3. Clarify, Listen and Explain

When your client asks questions, listen. Rephrase their questions so they can see that you understand their concerns.
Explain any details that seem unclear. You’ll help your client understand the standards, and why repairs and
remediation will improve the home’s safety.

4. Show Support

Demonstrate to your client that you know this is bad news. Acknowledging their concerns goes a long way in building
trust. There is value in building trust in your professionalism because it can help your client trust your findings
and your recommendations.

The Value You Add as an Inspector

When you discover damage that can lead to a big problem such as imminent foundation structural damage, the way you
explain what lies in the future is a value you bring to your client.

Your interpretation of the visual finding helps your client understand what lies ahead. And your recommendations,
like elevating the pad and sump pump installation, let your client know the next steps.