It's a great day here in Orem, Utah. The weekend was a whirlwind of fun, education, and the renewing of friendships. I was able to flee the normal lifestyle and rush to the sunshine of Newport Beach for the CREIA conference. Having spent the majority of my life in Southern California it was great to return to the area that I have so many memories.

The desire to return to the area of my youth brought with it the goal to accomplish at least three things. I wanted to eat some clam chowder at the Crab Cooker, catch some waves, and feast at El Pollo Loco. All 3 of these were related to the thousands of hours spent in the pursuit of the perfect wave. Oh to be young again, if only for a few hours. So with these three goals in mind I boarded my plane early Friday morning headed to John Wayne airport in Orange County, California.

Things had changed a bit in Costa Mesa and the task of getting from the airport to the Westin hotel near the South Coast Plaza took 40 minutes to make it the 2.5 miles a bird would have flown. Due to the complex freeway and the numerous dead end streets we found an endless maze that brought us full circle from the airport and back again before we finally got headed in the right direction.

When I refer to we, I mean my chauffeur Carl Fowler of 3D Inspection Software fame, and my baggage carrier Tom Lauhon of the Midwest Inspectors Institute out of Kansan City, Mo.. Carl kept his cool while taking every wrong turn possible, all the while knowing that if we had exited the airport on the right turn it would have been less than a 5 minute drive.

Just try getting Carl into a wetsuit!

It would have been nice to actually be surfing, but you have to take what the ocean has to offer and catching the inconsistent inside shore break was all that was happening. Dropping in side by side with Carl left us hooting with joy.

It was really strange being in the water with Carl and the whole time wishing that I had my 4 kids and wife along as well. Beach days are meant for the family. Playing on the simplistic boogie boards are a simplistic way to enjoy the surf when compared to the technical expertise needed for regular stand-up surfing. Even my kids could have had a wonderful time riding the waves on this day.

It was sad at the end of the afternoon because I knew that it meant the last time in the ocean for quite a while. That is one of the few sad parts about living here in Utah. We have no surf in the Great Salt Lake. Being out in the water with a good friend was how surfing is meant to be. Not having to worry about anybody else and just encouraging each other on as a set wave would come through. Each wave would bring such high hopes of success. Watching Carl ride them all the way to shore for the first time in his life was also quite special to me. Watching him take off and wipe out was also very entertaining.

After dragging ourselves out of the waves we headed straight to El Pollo Loco for some great fast food Mexican BBQ chicken. It was everything that I remembered with the hot tortillas, salsa, and wonderfully flavored chicken. If I could, I would purchase a franchise right and place it right here in Orem.

I just love working the 3D vendor’s booth at inspection trade shows with Carl Fowler because it gets me in direct contact with our user base. It was interesting this time around as all of the questions revolved around two principles. Usually all of the time is spent giving specific training on the different aspects of the software. It seems that version 7 of the 3D Inspection Software has changed all of that. The 3D users have easily picked up on all of the new features and everything seems to be very intuitive.

Dinosaur 3D users seem to be struggling with two issues:

1) MULTIPLE IMAGE IMPORT - In version 6 there was an obvious selection process to import multiple images on a line in the report. When importing in version 7 the key is to hold down the “Control” key while making the multiple selections from the on screen thumbnails. 3D’s programmer assured me that this was a standard Windows command, but even I struggled with this method at first. It turns out that all I had to do was read the documentation, but who likes to read directions?

2) RIGHT CLICKING - Version 7 is loaded with lots of new features that are accessible by right clicking with your mouse. I encourage all 3D users to move their mouse on headings, subheadings, and text boxes and then right click to see the newer menu options. This will allow you to change heading and subheading names on the fly as well as quickly access the Custom Form Studio.

Carl Fowler manning the booth at CREIA

NEW IDEAS - As for new ideas being requested, there were really very few. It seems that the majority of user wishes have already been implemented. One request was to be able to take two laptops and merge reports from each into one report. And while the ability to merge a Pocket PC into a laptop report has been around for about a year nobody had ever requested the merging of laptop reports. This would come in quite handy for two or more inspectors attacking a commercial structure. Other request were made for adding rooms or components on the fly, but that feature has already been integrated in the Beta version that I am currently working with.

SUMMARY - 3D users are extremely satisfied with the current feature set. Long gone are the days of confusing interfaces for inspectors that deem themselves computer neophytes. This means that even the most computer illiterate new users have found the latest version of 3D easy to learn and use. The other point that was confirmed many times over was the extremely large 3D user base in California amongst the CREIA members. Having a large user base makes it easy to rub shoulders with other users and get help or tips when needed. This allows a user in trouble at 10 o’clock at night to log onto CREIA’s or AII’s bulletin boards and ask for immediate help without having to wait for 3D tech support to contact them in the morning. I have found the 3D users to be very knowledgeable and eager to help out a fellow inspector who‘s ox is in the mire.

Hello everyone,

Only one month left until we all get together for our 15th Anniversary Fall Conference. I am so looking forward to seeing you all, especially since I cut out very early at the last conference to attend the birth of our sweet little Rylee Jane. Early Registration Discount for Regular Conference Registration ends TODAY!!!! It’s worth a $25 discount to get your registration faxed, phoned or postmarked by today.

To review the conference offerings please visit www.Inspection.org.

Some conference classes and activities have limited space available and are filling up quickly. The regular FEMA Disaster Housing Inspection Training and the Monday Sightseeing Tour have limited space left. If you are in the FEMA Training on Monday send your spouse/significant other along on the tour for the day rather than leave her hanging out in the Hotel room. We have others that are doing the same.

We still have some room in the Fireplace & the Inspector course on Thursday, November 4th and in both the Mobile Home and Light Commercial Certification courses on Friday, November 5th.

So far we are having a great overall response to the conference. Don’t forget it will be our 15th Anniversary Conference and it will be a very special event. We will have some new Exhibitors at this conference; companies who have not participated at our conferences previously. For our 1st time conference goers, the Exhibitor Showcase will offer you an opportunity to review various software packages, speak with the major E & O Insurance carriers, look at an array of various training opportunities and several other products and services associated with our industry, all in one area at the same time. This is like a shopping mall for inspectors. The A.I.I. booth will be especially nice at this conference with new products and apparel to choose from as well as other new ideas. You don’t want to miss this one.

Mike Campbell of Bozeman, Montana had a great idea the other day. It goes like this; Mike has been compiling all the members’ cards in a rolodex that I he has collected since becoming a member. If we table set up a table at the conference where everyone could set a small stack of their cards it MIGHT be a good idea for everyone. Mike has been so busy at the conferences that he hasn’t had time to talk to everyone that he has wanted to meet. He gets home, wondering why he didn't get those guys or gals business cards. Mike has been to other seminars and conventions where this is done and it seems to work if everyone knows about it before the event. Not everyone participates, but it seems to grow if the table is always there at every event.

We will set up a table at the Fall Conference next month for your business cards. Expected attendance is around 250 but bring what you can. We will tape one to the table at the bottom of your stack. There will be some prizes awarded for the best cards so if you are thinking of upgrading., now may be the time.

We have received several of the 2005 General Election ballots returned so it is looking like it will be declared a valid election with a majority of the eligible voting membership having cast their vote. We had a call today from someone expressing concern over only having one name to choose from in some of the categories. If you don’t want to vote for the one person in a category you don’t have to but I hope you will at least return your ballot. We need to receive a certain amount of the ballots back (even if they are blank) to have a valid election and since you were provided a self-addressed stamped envelope there should be no reason to not participate at some level. Ballots need to be postmarked by October 28th. Please don’t include your conference registration or anything else in the ballot envelope as I don’t open the ballots. They are all put in a large manila envelope to be opened and tallied by the Nominating Committee after end of the voting period.

Take care, Betty Buckley - Executive Director

Insurance Commissioner Warns Public About Unlicensed Insurance Company

9/15/04, Carson City, NV - Nevada Insurance Commissioner Alice A. Molasky-Arman is warning the public, especially those in the real estate industry to be on the alert about a company called Wilson Pacific Insurance Company, who is allegedly offering professional liability policies to real estate inspectors. According to Division records, this company has never been licensed to conduct insurance business in Nevada.

Molasky-Arman said, “Unfortunately, fraudulent insurance policies are on the rise in every line of insurance, with Nevada’s consumers footing the bills in unpaid claims.”

According to Nevada law, with very few exceptions, no insurance product can be sold by individual agents, brokers or companies without the prior approval of the Nevada Division of Insurance. Fraudulent insurance is any insurance plan that is intended to defraud consumers or businesses.

The Division has learned of a fake letter being circulated stating that, effective May 12, 2004, Landmark American Insurance Company purchased Wilson Pacific Insurance Company’s insurance policies. These fraudulent letters list a Las Vegas address using “Landmark American Insurance Company” letterhead. Although Landmark American Insurance Company is an authorized insurance company, it does not sell real estate or home inspector liability policies; it has not purchased such policies; nor did it mail these letters.

At this time, the Division is unaware of any policies sold by this company in Nevada, but the Division staff is seeking information. Persons who have any leads concerning Wilson Pacific or who may have been contacted by the company are urged to contact Meri Jane Stern at the Division in Carson City by calling (775) 687-4270 X 258 or by calling toll-free in Nevada at (800) 992-0900, Carson City extension 4270.

“If consumers will stop, call, and confirm before they buy insurance, they may save themselves the pain of unpaid claims,” said Molasky-Arman. “They also can help us track down and take action against the con artists who sell fraudulent insurance.”

To find out if an insurer is licensed in Nevada, check the Nevada Insurance Alert Web site by logging on to www.nvinsurancealert.com or by calling toll-free in Nevada at 1-888-467-4195.

####

So, how can you protect yourself against fraudulent insurance? The new campaign from the Nevada Division of Insurance and the National Association of Insurance Commissioners urge you to STOP … CALL … and CONFIRM before you buy insurance:

STOP before signing anything or writing a check

CALL our toll-free Nevada Insurance Alert Hot-line at (800) 467-4195 or check the Web site at www.nvinsurancealert.com or http://doi.state.nv.us

CONFIRM if the company is legitimate and licensed to do business in Nevada.

The story was quite alarming to me and I am awaiting to see just how the dust settles. While at the CREIA conference I was even more disturbed to speak with inspectors who had purchased this E&O policy and were still unsure if they owned valid policies or not. The question arose as to whether or not they should buy new insurance while awaiting the outcome or whether they should try to get some sleep with only their Wilson Pacific policies in hand. How would you like to walk out the door this morning unsure if your E&O policy was legit?

RUSS COLLIAU .....The...... Marketing.Maniac

1. These will not be my original thoughts. Just as I built my inspection company, I am building this column . . . plagiarism.

2. The articles will be what I am in the mood for. There may be nothing about marketing or there may be a hidden nugget I am expecting you to find on your own.

3. Be willing to learn. Read with an open HEART. (an open mind is an empty head)

4. If you don't like it, don't complain, just scroll down.

5. Don't blame Michael.

So on to #1.

This is an autobiographical story from Rex Barker that gets to the single most important point your marketing should focus on.

Twenty years ago, I drove a cab for a living.

When I arrived at 2:30 a.m., the building was dark except for a single light in a ground floor window. Under these circumstances, many drivers would just honk once or twice, wait a minute, then drive away.

But, I had seen too many impoverished people who depended on taxis as their only means of transportation. Unless a situation smelled of danger, I always went to the door. This passenger might be someone who needs my assistance, I reasoned to myself. So I walked to the door and knocked.

"Just a minute", answered a frail, elderly voice.

I could hear something being dragged across the floor.

After a long pause, the door opened. A small woman in her 80's stood before me. She was wearing a print dress and a pillbox hat with a veil pinned on it, like somebody out of a 1940s movie. By her side was a small nylon suitcase. The apartment looked as if no one had lived in it for years. All the furniture was covered with sheets. There were no clocks on the walls, no knickknacks or utensils on the counters. In the corner was a cardboard box filled with photos and glassware.

"Would you carry my bag out to the car?" she said. I took the suitcase to the cab, then returned to assist the woman.

She took my arm and we walked slowly toward the curb. She kept thanking me for my kindness.

"It's nothing", I told her. "I just try to treat my passengers the way I would want my mother treated".

"Oh, you're such a good boy", she said.

When we got in the cab, she gave me an address, then asked, "Could you drive through downtown?"

"It's not the shortest way," I answered quickly.

"Oh, I don't mind," she said. "I'm in no hurry. I'm on my way to a hospice".

I looked in the rear-view mirror. Her eyes were glistening. "I don't have any family left," she continued. "The doctor says I don't have very long."

I quietly reached over and shut off the meter. "What route would you like me to take?" I asked.

For the next two hours, we drove through the city. She showed me the building where she had once worked as an elevator operator. We drove through the neighborhood where she and her husband had lived when they were newlyweds. She had me pull up in front of a furniture warehouse that had once been a ballroom where she had gone dancing as a girl. Sometimes she'd ask me to slow in front of a particular building or corner and would sit staring into the darkness, saying nothing.

As the first hint of sun was creasing the horizon, she suddenly said, "I'm tired Let's go now."

We drove in silence to the address she had given me. It was a low building, like a small convalescent home, with a driveway that passed under a portico.

Two orderlies came out to the cab as soon as we pulled up. They were solicitous and intent, watching her every move. They must have been expecting her.

I opened the trunk and took the small suitcase to the door. The woman was already seated in a wheelchair.

"How much do I owe you?" she asked, reaching into her purse.

"Nothing," I said.

"You have to make a living," she answered

"There are other passengers," I responded.

Almost without thinking, I bent and gave her a hug. She held onto me tightly.

"You gave an old woman a little moment of joy," she said. "Thank you."

I squeezed her hand, then walked into the dim morning light. Behind me, a door shut. It was the sound of the closing of a life.

I didn't pick up any more passengers that shift. I drove aimlessly lost in thought. For the rest of that day, I could hardly talk. What if that woman had gotten an angry driver, or one who was impatient to end his shift? What if I had refused to take the run, or had honked once, then driven away?

On a quick review, I don't think that I have done anything more important in my life. We're conditioned to think that our lives revolve around great moments. But great moments often catch us unaware-beautifully wrapped in what others may consider a small one.

This reminded me that people may not remember what you did or what you said or what your marketing said, but they will always remember how you made them feel!

Does your marketing make them feel anything? Do you inspect every house like it was an inspection for your mother? Do you inspire feelings in every contact you make?

Food for thought. Now go forth and be bountiful.

Russ Colliau

(Russ Colliau is a Senior Partner with the United Professional Real Estate Inspectors (www.UPREI.com) firm located in Roseville, California. Russ is a long time member of the American Institute of Inspectors and the California Real Estate Inspectors Association.)