Prepare Talking Points for a Difficult Client Conversation

What You'll Get

A clear, professional script for handling a complaint or dispute about inspection findings — including what to say, what not to say, and how to de-escalate.

The Prompt

A home buyer is upset because [describe the situation, e.g. "they found a plumbing issue I didn't mention in my report"]. I'm a licensed home inspector. Write me: (1) 3-4 talking points to address their concern professionally, (2) what I should avoid saying, and (3) a closing statement that keeps the relationship intact while protecting my liability.

Tips

Do this before you call them back, not during. Having the talking points in front of you keeps the conversation calm and professional. For serious disputes, share this draft with your E&O insurance carrier before you make the call — they often want to be involved early.