60 min Borrower Interview (script)

Instructions to start an interview

Open Google meet ➡️ Share open phone tab ➡️Open Avoma ➡️ Connect Avoma to the meeting ➡️Call the borrower on open phone

Opening statement

Introduction

Shortened Response:

“Hi [Borrower's Name], I'm [Your Name], Chief of Staff at 24 Hour Inspections. We provide fast, reliable virtual inspections for the real estate industry nationwide. Your feedback is crucial to us. This interview aims to understand you, lending process improvements, and your experience with our inspections. Your insights will help us enhance future services.

I'd like to record our conversation for internal use only, is that ok with you? Is it ok to use quote you for testimonials going forward. Your honesty is appreciated, and your feedback will not be shared externally. Your permission to record today's discussion would be appreciated.

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Persona Development Questions (Exhaustive)

Were going to start with some questions about your background in the industry.

Personal Information:

What’s your name?

How long have you been flipping houses?

How many fix and flip projects have you done?

Could you tell me the average project budget? It can be a rough estimate.

What’s the average project duration for the construction work?

Project Details:

Do you use a realtor or sell it yourself?

Are all your flips in the same area?

Work Background:

Is fix and flipping house’s your full-time job?

If no: What else do you do for work?

If yes: Have you always done this work, or did you do something else before this?

Personal Interests:

What do you like to do to relax or for fun when you’re away from work?

Follow-up: Can you tell me more about your family, friends, sports, hobbies, etc.?

Job Satisfaction:

What’s the most frustrating part of your job?

Can you share a story that highlights this issue.

What are some other things that really frustrate you or that you hate dealing with?

Tell me more about that.

What’s your favorite part of the work you do?

Why do you feel that way?

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Factoring Questions (Exhaustive)

In the next series of questions were going to talk about the draw process

Lender Relationship:

How did you find your lender?

What made you choose them?

How do you feel about your lender?

Why do you feel that way?

Is there anything about your lender that you wish were different?

Draw Request Process:

Please explain the draw request process that your lender had you go through.

Would you be open to a standard excel budget if you lender asked you to use one.

How often do you request draws?

Why that frequency, and not more or less?

Best guess… how long does it take, on average, between the inspection and the time the money hits your account?

Are you happy with that?

Would you like communication about the status of the report,

Would it beneficial to get a guide on what is 100% based on our inspection criteria.

Why or why not?

Hypothetical Scenarios:

Would you be willing to pay a 1% fee of your draw if the funds could be sent to you within 24 hours or 60 minutes after the inspection?

If “no”: How about before the end of the business day?

If “no”: Is there any time period that would make it worth it to you to pay the 1%?

Why or why not?

If too expensive: How much would you be willing to pay?

Banking and Payment Preferences:

Who do you bank with?

How would you prefer to be paid among the following options: bank account, Venmo, PayPal, Cash App, Cryptocurrency, or a Visa Gift Card?

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How Would Inspections Work If the Borrower Was in Charge?

Hypothetical Scenario:

If you were your lender, how would your draw process work for your borrowers?

Have you worked with other lenders that had a better draw process than your current lender?

What was better about it?

How did it make your life easier?

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Primary Pain Points in the Draw Request Process

Challenges Faced:

What challenges did you face in submitting draw requests?

Suggestions for Improvement:

How could this process be made easier or faster?

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Is 24H Meeting Expectations Set by Lenders?

Were goin to finish with questions specific to your experience with 24 hour inspections

Initial Impressions:

How did you first find out about 24 Hour Inspections, and how was it described to you?

Was the experience of the service accurate to your expectations after hearing about it?

Can you tell me about what you thought when you first heard that you would be holding your phone to help facilitate a virtual inspection?

Communication and Resources:

If your lender had provided you with a 2 to 3-minute video sent to your phone that explained the service, would you have watched it?

Would you have found it informative to get a better explanation that came directly from us?

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Are Borrowers Generally Happy With 24H Services?

Likes and Dislikes:

What are the top three things you disliked about the 24H scheduling and inspection process?

Can you tell me more about that?

What are the top three things you liked about the 24H scheduling and inspection process?

Can you tell me more about that?

Frustrations and Issues:

What was the most frustrating part of your experience with 24 Hour Inspections?

Did you encounter any issues now or in the past that have caused delays or other negative impacts on your project?

How do you think this issue could be resolved or improved in the future?

Comparative Experience:

Have you worked with other inspection service providers before?

Do you remember the names of those inspection businesses?

How does 24 Hour Inspections compare to these other services?

Tell me more about that.

Professionalism and Conduct:

How professional and knowledgeable did you find the inspector providing instructions during your inspection?

Were there any aspects of their conduct or process that stood out, positively or negatively?

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Case Study Pitch

We are doing a case study where we are offering borrowers $500 to conduct multiple inspections of the same project using different inspection services providers.

You wont have to do any additional work,

How it works is first you give me green light that you are interested

When we receive the next draw order for the Wilkens street property in Napa we will schedule the inspection just as we did for the last inspection

I will schedule 5 additional inspections for the same day from other providers for the same draw so we can compare the reports side by side.

Inspectify

Trinity

Sitewire

Land Gorilla

I will handle all of onsite management of the inspections on location personally.

I live in San Francisco and I will drive to the Napa worksite.

Provide me access to the property so I can manage the inspections

I will give you a call when everything is complete, send you the funds and submit your report same day to the lender.

Again we will handle all of the work and communicate with you every step of the way.

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