PODCAST TRANSCRIPT:

Ian Robertson
Welcome back to Inspector Toolbelt Talk everyone. So today I wanted to talk on a quick tip that I learned from a guy at a bank recently. I didn’t learn it from him, but he made an impression on me. Confucius talked about the art of Li, and probably pronouncing that wrong, forgive me, I don’t know, but the art of Li is basically the art of reading a room. So Confucius argued that one of the cardinal virtues was Li, or social propriety. It’s the sense of knowing how to read the room and act in a way that fits the context. I don’t know if there’s a more appropriate skill for us as home inspectors than that. A lot of us like to say, I’m just me, so we act like ourself in every context, and that makes sense. We want to be ourselves. But think about it this way.

Basically, Confucius pointed out things like, and I’m not trying to say I’m a philosopher, this is actually just in my news feed this morning, and I was thinking about the guy at the bank at the same time, which I’ll tell you about in a second. He points out that behavior perfectly suited for a young person might look foolish to an elder. So, how do you do, fellow kids? That sounds ridiculous, right? So, an older person might change how he speaks a little bit to a younger crowd, and a younger crowd might change how they speak to an older person. You know, can you imagine a Gen Z-er saying to their grandfather, “Hey, Gramps, no cap, your whip is fire.” I mean, he’s not gonna, he’s not gonna understand, or it’s just gonna be jarring. The ability to read a room makes us more likable and more respected. We can still be ourselves. A matter of fact, we’re encouraged to be ourselves, but we let that part of ourselves that relates closest to that person out at that moment.

So, here’s my story, and here’s how it applies to home inspections, because this is technically a quick tip, so I don’t want to drudge on about it too long. But I go into a bank, and I know the manager of this bank, I did an inspection for him years ago, and they have these people at these desks. I don’t know what they do, but it’s usually higher ups in the company. Sitting in one cubicle is a guy that I’ve seen at that bank for 20 years. He is probably close to 50 years old, and he’s earned that position over the course of decades working there. In the next cubicle over, I couldn’t help but notice this 20 to 22 year old guy with that same position. I’m like, oh, well, that’s interesting. He must be really talented. I mean, that you don’t just get that position. So I’m sitting there and waiting to do something. I don’t usually go in person to the bank, but I had to go in person for this, and I could hear him talking to the older gentleman that was in the booth with him, which is also probably not great for security there, but the older gentleman was probably early mid 80s. He was talking about old cars, no joke, how this used to be farmland as far as the eye could see. He was talking about everything except the banking situation. It was making my heart race. Anybody who knows me, that’s gonna just drive me nuts. The young guy behind the desk was just talking away with him. He was talking about how old cars are great, how his grandmother used to live down the road, talking about the old farmland. They must have been in there a half an hour for a two minute transaction. That older gentleman loved him. Oh my goodness, he gushed over him. I was thinking in my head, how did he get that position? And oh my goodness, I hope I don’t get him. I was all business, I just needed to get in there and out. The older gentleman finally left, came back with additional paperwork, and the young guy, who was just talking it up, talking about old watches, and then the older gentleman left. Of course, I get called into his booth, so I go in, and I just walk in with one sheet of paper, and he looks at me, literally looks me up and down, and goes, “Please have a seat.” Grabs the paper out of my hand, he goes, “Let’s get this done for you quickly.” And my heart rate dropped, and I’m like, well, I need to do, and he goes, “I see that. Well, I’m going to take care of that. I can pull up the old form that you did this with to expedite this.” No talking, no dilly dallying, and he got it done. Dude sized me up in about four seconds, and he knew that I had no time, no patience, and I didn’t want to dilly dally, without me even saying a word, I could have kissed the guy on the lips. Oh my goodness, this was amazing. And he did the best job at this particular function that I’ve ever seen anybody do. I got up, he said, “Thank you,” shook my hand, and then went back to work. Called in the next person, who was a lady a little bit older than me, and he’s just like, hey, oh man, great jacket, or whatever. And she adored him.

That guy, I almost offered him a job on the spot, and I could see why he was in this high position. He is a social chameleon, but in a good sense, he practices Confucius’s—that’s a hard word to say—Confucius’s practice of virtue of Li. He wasn’t pretending, he was very genuine. When I walked in the room, he let out his, you know, expedient side, his efficient side. He goes, this guy wants to be very efficient, he wants very little small talk. Cool, I’ll let that side of me out. The lady walked in, same thing, he was just adjusting what parts of his personality he let out to make everybody else comfortable. That is one of the most valuable skills that we have as home inspectors. And I’ve been trying to put this into words, and it’s maybe not making 100% sense how I’m saying it, but I’ve been thinking about this one for months. And just another inspector called me the other day, a seller was, you know, there was some mix up, you know, septic system wasn’t as young as it was supposed to be, and seller was being nice, so he was just being nice with him, bonded with the seller by practicing Li. It’s effective. When we walk into any inspection, and I’ve said this before, and take it however you want, but for strictly pure business, it is more important that people like you than how good you are at your job. 100%. Have I bought a car from a salesman that was the best salesman that got me the best deal from his manager? I don’t know, but I really like the guy. I’ve bought two cars from him. We buy on instinct, we do business on instinct, and I said this before, one of the worst home inspectors that I have ever met in my career does anywhere from five to 800 inspections a year, and he has for many, many years. Terrible inspector, that’s my personal opinion. I’m not saying his name, but everybody loves him. Everybody loves him. He adjusts his personality to everyone he meets, and when I say adjust personality, it’s just like, listen, I’m Ian, and this is how I am, and you have to accept me how I am, okay. But can we just give them the parts that they like at that moment? We’re doing business. When people walk in to the inspection, and the father-in-law’s just like, give me the hard stuff. Okay. I got you, hard stuff’s important, right? Then the dad’s like, yes, it is important. I’m like, cool. Let’s get done. Now you’ve bonded with that guy, and I’ve always talked about bringing them down to our level, but can we meet them part way where they are? Reading the social situation. Is it a younger couple with a baby, but we’re 60 years old. Bond with them over our kids.

Whenever we walk into any social situation, it makes us one of the most likable people in the entire room, but more importantly, we’re in a people business. Have you listened to most of our guests on the show that are successful home inspectors? Yes, they’re technically proficient, yes, they know their way around a house better than most. But they’ve often said, I can teach anyone about a house, I can’t teach them how to be a good person. A likable person is highly attuned to their environment and adjust their frequency to match the room that they’re in. Not changes who they are, not putting on a mask—letting out the part of us that’s going to match the tone of the room. And then it’s easier to bring them down to our level. We’re not talking about going at a high level of stress, high level of anxiety, but meeting people where they’re at.

Try this on your next inspection. Instead of greeting everybody right away, size everyone up for a moment. It’s a skill. Some of us have, it, some of us think we have it, and then some of us don’t, but it’s a skill like any other. We can improve over time. Next time there’s an inspection, don’t say anything yet, just look at everybody in the eye, half a second, and try to size everybody up, both negative and positive, but stand at a neutral, neutral ground. Don’t judge a person. Then shake their hands and get to know them for just a minute. I always made that a practice. I would say, what do you guys do for work? And I’ve even had people say, why do you need to know that? I’m like, well, to be honest with you, it helps me relate to what you know. Are you a mechanic? Then I can explain, you know, the mechanics of how things work and how it relates to a car all day long. Were you in construction? Cool, I can talk at a different level. Are you a nurse? Oh man, I’m going to be using a lot more analogies, like, you know, the attic is the lungs of your house, and you know, this is like a general practitioner giving a physical. But for the most part, people were like, okay, cool, yeah, this is what I do for work, this is who I am. I could meet them where they’re at. Take less than five minutes—30 seconds to size them up, a minute or two to greet them, and then a minute or two to learn a little bit about each of the people there. Doesn’t have to be a lot. You don’t have to be me, like at the end of an inspection I knew how many kids they had, grandkids, where they grew up, where they went to school, the name of their first dog, and their last dog. That’s just me. But we don’t have to. Be like that guy at the bank. Man, I wish he would listen to this podcast, because he has a skill that will get him ridiculously far in life. If I see him again, he will probably get a job offer. So, if you want to have one of the greatest skills as a home inspector or in life, look up the virtue of Li, basically being able to read the room and to match the energy of the room to connect with those in it. So that’s my philosophical quick tip. So listen in next time to Inspector Toolbelt Talk. And thank you, as always, for listening.

Outro: On behalf of myself, Ian, and the entire ITB team, thank you for listening to this episode of Inspector Toolbelt Talk. We also love hearing your feedback, so please drop us a line at [email protected].

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*The views and opinions expressed in this podcast, and the guests on it, do not necessarily reflect the views and opinions of Inspector Toolbelt and its associates.

PODCAST SUMMARY/BLOG

Home inspectors spend years sharpening technical knowledge, but the real lever for trust often shows up before we open a panel or climb into an attic. This episode digs into “reading the room,” inspired by Confucius’s virtue of Li, or social propriety. The idea is simple: notice the context, then choose the part of your real personality that best fits the moment. For home inspection customer service, that translates into calmer walkthroughs, fewer conflicts, and clients who feel understood. In a referral-driven business, social intelligence for inspectors becomes a competitive advantage that is hard to copy because it’s practiced, not purchased.

A quick bank visit becomes the case study. One young employee chats warmly with an elderly customer about cars, farmland, and family history, stretching a tiny transaction into a relationship moment. Then, when the host is called in, the same employee flips to pure efficiency, immediately sensing there’s no patience for small talk. That’s not manipulation, it’s situational awareness. The banker isn’t wearing a mask; he’s choosing the right gear. For anyone building a home inspection business, this is a masterclass in client communication skills: you can keep your authenticity while adjusting your delivery, pace, and tone.

The episode makes a blunt point many professionals avoid saying out loud: people often choose service providers on instinct. Being liked can matter more than being technically perfect, especially early in the relationship when the client can’t easily judge inspection quality. This doesn’t excuse sloppy work, but it explains why some mediocre inspectors stay busy while better inspectors struggle. Home inspector marketing is not just websites and reviews; it’s how you make a buyer, seller, agent, or anxious family member feel during a stressful decision. When you meet the father-in-law who wants “the hard stuff,” you lead with facts. When you meet new parents, you connect through their priorities and time constraints.

The practical method is fast and repeatable. Take a brief pause at the start of an inspection to observe and “size up” everyone without judging. Make eye contact, keep your stance neutral, then greet them and ask a simple question like what they do for work. That single prompt helps you choose better analogies and the right level of detail, whether you’re explaining attic ventilation, moisture risk, or an aging septic system. This approach improves home inspection client experience, reduces friction, and helps your recommendations land. Try it on your next job: read the room, match the energy, and make the technical truth easier for people to hear.