Week 23 – My First Bad Review (and Why It Didn’t Break Me)

The week I learned that not all critics are created equal:

This week, it happened: my first bad review. I won’t sugarcoat it—seeing those stars drop hurt. My gut reaction was defensive. Angry, even. But then I dug deeper, and what I found wasn’t just a misunderstanding—it was an opportunity to educate and lead.

The issue? A post-inspection contractor told the buyer we “missed” multiple major items. They left the appointment convinced we hadn’t done a thorough job. The contractor talked about how things “aren’t up to code” and “should have been caught,” all with a tone that implied our report was a failure. I was crushed.

What actually happened—and how we proved it:

Here’s the reality: the contractor didn’t understand what a home inspection *is*. We don’t do code compliance checks or upgrades to 2024 standards when the home was built in 1995. We evaluate current functionality, safety issues, and clearly observed defects—using the standards of practice we’re trained and certified for.

And guess what? The Snapshot section of our report had it all. Photos. Functionality confirmation. Notes showing the system was operational the day of inspection. Thermal imaging, drone shots, the whole package. We hadn’t missed anything—we’d just interpreted it correctly. Calmly. Professionally. Without scare tactics.

What turned it around:

We called the client. Listened first. Empathized. Walked them through what a home inspection covers—and doesn’t. We shared a third-party assessment that confirmed the issue wasn’t a total system failure like the contractor claimed. Just an outdated part that could be fixed for a couple hundred bucks.

The client’s tone changed completely. The panic turned to understanding. They even updated their review to reflect that we took the time to explain, clarify, and care. It didn’t erase the original comment—but it reframed it. That, to me, was the real win.

The systems that had my back:

The Snapshot section. The photo and video evidence. The use of templated comments that avoid guesswork or exaggerated language. And most importantly, the mindset of documenting everything—even when the system *seems* fine. Because that backup is what kept me from doubting myself or fumbling under pressure.

The franchise coaching that made me pause before reacting:

Curt told me early on: “Don’t defend. Explain. Don’t panic. Prove.” That advice played on repeat in my head. I didn’t snap back at the contractor. I didn’t go passive-aggressive. I stayed calm, showed what we saw, and focused on educating—not arguing. And that’s what earned the client’s trust back.

What I’ll do every time from now on:

Document the functional. Show the systems working. Use plain language, and never assume what someone “should know.” Because when people come with emotion, I want to respond with facts, clarity, and empathy—not ego.

→ Next: Week 24: Automation Tools I Now Rely On (and What I Gave Up On)

← Want to see where I weighed my first hire? Week 22: Hiring Help: Admin, Marketing, or Another Inspector?

Curious what it’s like to build your own home inspection franchise from the ground up?