Procedures

Online Orders: 

• Yes, we handle ALL online orders. 

• All - completed online orders are auto-scheduled. You do not need to follow up with anyone unless you need to confirm any information. 

  • • You MUST be sure to fill out the inspector fee for completed online orders. 

Live Chat:

• Total Home Consultants offers a live chat option to speak with us through chat in the VCC. 

• The screen will "pop" just like it does for calls to let you know which company the chat is for. 

• Always open with "Thank you for contacting Total Home Consultants this is --- How may I assist you today?"

• Handle the chat just like you would for any call. 

• Disposition the chat just like you would for any call. 

*If you are speaking with someone via chat and they have not responded for more than 2 minutes you will want to reach out to confirm they are still there by saying something like "I have not heard from you, are you still with me". If you still do not receive a reply within 2 additional minutes you will need to state. "Due to no response I will need to end this chat, if you wish to chat with us further feel free to reach out here or contact us directly by calling (678) 985-9800"

Yelp:

We no longer handle Yelp leads, if you receive an email please forward to Mike at mscheiderich@gmail.com to handle

Guaranteed Google:

• Guaranteed Google Leads will come to the alias email. 

• You will need to click the included link to reply to the inquiry in Guaranteed Google. 

Uploading 3rd party Termite & Sewer Scope reports:

• Upload 3rd party reports as an attachment ONLY manually send to client and BA if paid in full, service agreement has been signed and report has already been sent. Otherwise the attachments will send with report when all requirements are fulfilled. 

• Click HERE on how to download and upload 3rd party reports. 

• 3rd party stand alone reports must be uploaded as a report to complete the order.

Incomplete Orders: 

• Yes, we follow up on ALL incomplete orders. 

Latest Time to Schedule Next Day: 

• 7:00pm EST

Latest Time to contact agents or clients: 

• 8:00pm EST

Attendance: 

• Encourages everyone to attend the inspection if able to. 

• Will call the client 30 mins prior to end of inspection.

• If a client/agent would like to attend from the beginning that is totally fine as well. 

Scheduling Procedures: 

• Just make sure that when scheduling and someone does not book, we leave the unscheduled inspection on "ISN Open Inspections" so all quotes are visible on the calendar.

• If a client calls in and wants an inspection on a home they own for peace of mind, you MUST collect payment at time of booking

• Try collect the clients current mailing address and date of birth if possible. 

Reschedule/Cancel Procedures: 

• Just make sure that when canceling and rescheduling an inspection any and all parties are sent a cancel and or reschedule notification. That includes 3rd party vendors as well

Re Inspections: 

• To be scheduled in a normal inspection time slot

• Need a list of repairs or the realtor contract specifying what needs to be repaired specifically

Outbuildings/Detached Buildings: 

• If it is an additional living space there is a charge and detailed in ISN. 

• If it is just a detached garage and there is no attached garage, it is considered part of the inspection. 

• If a garage it attached by a breezeway it is considered an attached garage. 

Thermal Imaging/Infrared: 

• Included in the home inspection as needed. Does not offer as an additional service or offer a separate report. 

Finished Basement: 

• Finished basement square footage must be included in the total sq ft of the home. 

Sprinkler: 

• There is an additional charge to have the sprinkler system inspected. You MUST be sure to check the Sprinkler service on the services tab to generage a fee on the fees tab. 

3rd Party Vendors: 

• If cancelled on site, you MUST reach out to Mike S directly and let him know as he will assist with canceling as the vendor may already be in route.

• If cancelling a 3rd party vendor prior to the inspection, you MUST manually send out a cancellation email to said vendor

Termite W/Home Inspection: *If Termite is done outside of inspection date/time it is Arrow Exterminating's responsibility to obtain their own access. 

• Termite inspections are included at no cost for all FULL home inspections (Not applicable on New Construction or Stand Alone Inspections)

• Termite inspections are performed by 3rd part Arrow Exterminating and MUST be added to each applicable order as an additional inspector (Termite Inspector)

Arrow includes BA and LA on most confirmations. If it is outside the inspection window, they will coordinate with the BA/LA. We will NOT need to follow up for access as they obtain their own access outside of the inspection date and time. If no BA/LA is on the confirmation, we will need to follow up on making sure all parties are aware of Arrow date and time

We must obtain 3rd party confirmation from Arrow Exterminating - If Need to manually push email to Arrow to request services please us "Notification of Termite Inspection" If Arrow does not confirm through email, call 866-414-5010 and press 0 (zero) to confirm inspections.

You MUST be sure when cancelling termite that a cancellation email "Cancellation of Termite Inspection" is sent to ArrowREI@arrowexterminators.com

Sewer Scope W/Home Inspection: *If Sewer Scope is done outside of inspection date/time it is Sewer Consultant's responsibility to obtain their own access. 

• Sewer Scope inspections are performed by 3rd party Sewer Consultants and MUST be added to each applicable order as an additional inspector (Sewer Scope Inspector)

You MUST be sure when cancelling Sewer Scope that a cancellation email "Cancellation of Sewer Scope Inspection" is sent to info@sewerconsultants.com

Mold W/Home Inspection: *Performed in house 

• You must be sure to add Mold Inspector as an additional inspector when Mold is included in the order.

Radon Inspections:                         *Payment must be made prior for early radon drops*

• You MUST add the "Radon Technician" as an additional inspector when Radon is included in an order, this prompts the correct notifications to go out to Chris and Craig.

• All inspectors are able to drop radon at an inspection, Craig can do RPU but would prefer to have Chris on them first. If we do need to add Craig, MUST confirm with him first prior to adding to radon tab and calendar.

• You MUST be sure to go the Radon Scheduling tab and add an event for Radon Pick Up 2 days after the inspection in the 1:30pm time slot if Radon is being dropped during the inspection and choose Chris Wolter as the inspector. first and Craig second.

• If Radon is being dropped on a different day than the inspection you will need to add both the Radon Drop and then the Pick Up 48 hours later. *If dropping 48 hours before the inspection no need to add a Radon Pick up event as Radon will be picked up during the inspection. 

• Radon can be picked up on a Saturday for a Thursday drop off

• Anything over a "3" should be labeled High on the radon template

• If early drop off is requested, must charge the stand alone fee ($225) as this requires an extra trip to the property

• ACCESS MUST BE OBTAINED FOR ANY RADON DROPS/PICKUPS OUTSIDE OF THE INSPECTION DATE/TIME

Stand Alone Services: Mold, Sewer Scope, Radon, Termite

Payment is due at time of scheduling for stand alone services

Mold: 

• Completed by Total Home Consultants Inspectors

• You must choose Ancillary Service(s) Only inspection type. 

• Can be scheduled on a regular time slot

Sewer Scope: Sewer Consultants

• You must choose Ancillary Service(s) Only inspection type.

• You will not need to add any THC inspectors but instead add Sewer Scope inspector

Radon: 

• You must choose Ancillary Service(s) Only inspection type.

• You will need to add Radon Tech and Chris to the order

• Book in between orders. Never take up an inspection spot

Termite:

• Give client Arrow Exterminating info and have them call Arrow directly at (888) 535-5845.