Building Client Trust With Diagnostic Inspection Reporting

Taking the opportunity to educate clients on what you are seeing in their plumbing systems and why it is happening can go a long way in establishing a relationship that lasts for years to come

Building Client Trust With Diagnostic Inspection Reporting

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Transparency is an essential element of building customer trust, many times making the difference between a one-time or repeat client. A simple way to enhance transparency is by providing customers with a diagnostic inspection report, a tool that provides visual data to back up verbal communication of an issue before and after work is completed. 

The latest technological advances allow for reports that include clear, crisp video and images, and provide additional data like distance in the pipe and inclination feedback. Reports can also be shared online for faster project approval when a client is off site. All benefits that can put clients at ease, enhance customer service and support business success. 

In creating reports, here are some best practices to incorporate.   

Utilize an online, shareable solution

Use an online reporting solution or software tool that lets you share your video, add extra images and files, and brand your reports so it arrives in a professional, secure package. It will also keep your videos organized and stored for future reference and easy finding.

Cover the basics

Ensure final reports include basic info: 

  • Location of inspection/address
  • Who is performing the inspection/technician
  • Date/time
  • Pipe size and material
  • Findings/condition
  • Recommendation

Include identifying info

Always show something identifying in the video like the area surrounding your access point. Leave no doubt the video is from the location in question. 

Take a clean recording once you have seen the whole pipe

Keep the recording concise and clear rather than recording your entire exploratory process. Use the camera to gather your information and determine what your recommendation is. Then record a clean pass from the furthest point back to your access point. You will be able to concisely communicate in the recording what you are seeing since you already know what to expect. The video will also not be overly long with awkward pauses, and you will not need to splice anything or take multiple videos.

Describe what you are seeing

Either in audio or text describe what you are seeing. Do not forget that your audience does not look at as many of these videos as you do, and context is helpful to them.

About the author: Brad Yuronich is director of software development for RIDGID, a part of Emerson’s professional tools portfolio that also includes the Greenlee brand. RIDGID is a global manufacturer of more than 300 dependable and innovative tools, trusted by professional trades in over 100 countries. Learn more at


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