To watch a video version of this podcast, click here:
https://youtu.be/6GZOqskHBwU

In this episode of the Structure Talk podcast, hosts Reuben Saltzman and Tessa Murry discuss Halloween chaos and a complex home inspection that pushed the limits of Structure Tech’s expertise. Reuben shares a detailed story about troubleshooting a heating system in a 100-year-old Minneapolis home, emphasizing the importance of documentation, communication, and customer support. Tessa adds insights on energy types and reflects on the challenges of winding down during a busy season.

Here's the link to Inspector Empire Builder: https://www.iebcoaching.com/events

Takeaways

When dealing with heating issues, timestamped evidence can be crucial.
Effective communication is key in customer support.
Guiding customers through troubleshooting can lead to successful outcomes.
Frustration is common among customers facing technical issues.
Follow-up is important to ensure customer satisfaction.
Resetting devices can often resolve common problems.
Clear instructions can empower customers to solve their issues.
Customer appreciation can enhance the support experience.
Billing for services can be a point of discussion in customer interactions.
Understanding customer emotions can improve service delivery.


Chapters

00:00 – Introduction and Sponsors
01:14 – Sleep Struggles and WHOOP Tracker
03:36 – Halloween Party Chaos at Reuben’s House
06:57 – Shoutout to IEB Coaching
07:34 – Facebook Post from Agent Clint Kipers
09:03 – Why Structure Tech Charges More
11:25 – Target Market: Savvy Buyers & High-Integrity Agents
15:14 – Training New Inspectors
17:34 – Tessa’s Travel, Moving, and Sleep Challenges
21:13 – Human Design and Energy Types
25:29 – Complex Home Inspection Case Study
30:05 – HVAC Systems Fighting Each Other
34:06 – Boiler Error Codes and Troubleshooting
36:25 – Homeowner Call and Reset Instructions
39:22 – Why Documentation Matters
42:05 – Not All Homes Are First-Time Buyer Friendly
46:10 – Maintenance Demands and Utility Costs
47:18 – Wrapping Up and Final Thoughts
48:12 – Listener Call-Out and Upcoming Guest