About Our Process
Setting Expectations with the "About Our Process" Page
The "About Our Process" page is a crucial section of your client portal designed to set clear expectations and guide your clients and agents through every step of their journey with you.
This page's primary purpose is to proactively answer the question, "What happens next?" By transparently outlining your workflow, you can significantly reduce client anxiety, build confidence, and demonstrate your company's professionalism and organization.
Why Is This Page So Important?
Manages Expectations: A home inspection involves multiple steps (scheduling, agreement, payment, the visit, the report). This page clearly defines that sequence so there are no surprises.
Reduces Client Anxiety: For many, especially first-time buyers, the inspection is a stressful part of an already overwhelming process. A clear, step-by-step guide makes them feel more informed and in control.
Demonstrates Professionalism: A well-documented process shows that your company is organized, thorough, and reliable. It signals that you have a consistent, high-quality system in place.
Saves You Time: By answering common questions upfront (like "When do I pay?" or "When will I get my report?"), you reduce the number of repetitive emails and phone calls your team has to field.
What to Include on Your "Process" Page
This page is a flexible "rich text" editor, allowing you to format text with headings, lists, and bolding to make it easy to read.
When you first receive your system, this page will have sample text. We recommend customizing it immediately. A great approach is to break your service down into distinct phases.
Here are the key elements to include:
Clear, Sequential Phases: Use strong headings to break the process into logical steps. Start from the very first interaction and end with the final follow-up.
Phase 1: Scheduling, Agreement, & Payment:
Explain how clients book their inspection, what to expect with the service agreement (including the digital signature), and when/how payment is collected.
Phase 2: Pre-Inspection Preparation:
Detail any information you need from the client beforehand. This could be a "Pre-Inspection Interview" to gather specific concerns, or just a confirmation of access details.
Phase 3: The On-Site Inspection:
Briefly explain what happens on the day of the inspection. Describe the scope (e.g., examining major systems like roof, plumbing, electrical) and what your team is doing on-site. You can also mention your policy on client attendance.
Phase 4: Report Development:
Explain what happens after the on-site visit. Let them know that you are compiling your findings, notes, and other evidence into the detailed, easy-to-read report.
Phase 5: Report Delivery & Consultation:
Set a clear timeframe for when they will receive the report (e.g., "within 24 hours").
Most importantly, explain what comes next. Do you offer a phone consultation to review the findings? Do you encourage them to call with questions? This final step is key to providing excellent service.
By taking the time to detail your process, you create a smoother, more transparent, and more professional experience for everyone involved.
Sample “About Our Process” Page
Sample "About Our Process" Page
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