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Articles
Inspector
BJ
by
BJ
Kirby (a continuing series)
NACHI
Women
by
Judy
Kirby
Communication and Home
Inspectors by
Bruce Kirby
NACHI
WOMEN
by Judy Kirby
You say you are watching your inspection
business grow; however, not as fast as you would like.
Could your business use a little boost? The purpose of
this article is to give the Women of NACHI (National
Association of Certified Home Inspectors) a few ideas or
suggestions on how they can contribute to the success of
their Home Inspection business. Of course, the “NACHI
WOMEN” include, but is not limited to; Certified
Inspectors, wives of C.H.I.'s, office managers,
secretaries, etc., and does not necessarily exclude men.
Some of these tips may apply to them as well. In general
I have geared this to wives. Read on.
It has been said, “Behind every
successful man, there is a strong, supportive,
encouraging, loving, helpful woman, with a pointed toe
shoe.” Some call this a “helpmate”.
Each of us is born with unique
qualities, talents, abilities and personality traits.
The first step is to define your strengths and utilize
them. For example; in the husband-wife business, one of
you is bound to be better at taking the phone calls and
“closing the sale”. That person should be the phone
person whenever possible. If you are equal in this area
– lucky you! One of you may be better at the meticulous
paper work/reports/accounting/filing, etc., that person
should do those tasks, and so on. If you are equally
talented in all areas, divide the work load. If you are
both, do-everything-yourself type people, do not take on
more than you can handle and take turns instead of
getting burned out. Ladies, do whatever it takes. Make
the sacrifices today and play tomorrow.
Often small sacrifices are needed and
the gains (not always visible right away – delayed
gratification), are rewarding. Adjusting the
budget may fall into this area for some of us. Not
always buying on a whim and being willing to put profits
back into the company are important. Domestic duties is
another delicate subject for some. I find it works best
to schedule in your domestic chores, but remain
flexible. Sometimes the dirty dished will just have to
wait. (If you are a cleaning and organizing fanatic,
like I am, this can be tough!) If you can convince your
husband to share in those duties they get accomplished
faster leaving more free time for both of you.
Here is a short list of tips or
suggestions I think will be helpful;
Take an Active Part - This
may not be possible for everyone. Many of us have a
career that will not afford the time for more
responsibilities. However; if you want to be
involved, read on.
Make a commitment
to be a team. Do your part to pick up the slack.
Voice an opinion. (That does not include nagging.)
Make coffee on those late nights when two or more
reports are in the process and computers and software
will not cooperate. If it is feasible, go on the Home
Inspection together.
Get Educated – Read,
study and learn all you can about homes,
home inspections, marketing, NACHI, etc. The
benefits of education are explosive and can be fun,
too. Adding to your knowledge base raises your self
esteem and self confidence with clients and
Realtors, whether in person and on the phone. You
will find you can take part in discussions
pertaining to inspections in general and in your
H.I. Business. You do not have to be an expert! When
you do not know something make a note to research
it. A side benefit to all of this is the
strengthened relationship you will find with your
spouse.
Join NACHI – This step may seem
like a bit too much for some women, but if it is
doable, get certified and join NACHI; It is
not a difficult process and can be an asset to your
company. For example; market your company with two
Certified Home Inspectors.
Marketing – There are many
excellent classes, seminars and books on marketing
your business. Try to sign up, attend and read as
many as can. Then use what works for you. My focus
for this article is on marketing your spouse, (or
C.H.I.), as well as your company, on an everyday
basis. You are “selling” your C.H.I. with
all communications whether by phone, email, message
board, letter, fax, or in-person conversations. When
in-person, shake hands firmly with everyone you meet
and make sure your business card gets into their
hand. Use that confident professionalism you have
been educating yourself with. Try this method
proudly at church socials, P.T.A.'s, grocery store,
health club, etc. No one will turn down your card
and many may even feel flattered that you thought
them worthy of receiving one.
Professionalism -
Always exude professionalism in your communications.
The two areas covered here are the phone and the
message board.
Telephone:
Your recorded
message should sound like a business. Preferably a
big business. An example of a poor recorded message...
“residence of the Joe Schmo family, which includes Lisa,
and Billy, and little Katie, too.” An even worse
recording is one by your, adorable as they are, small
children. Get the picture. Scenario; The client calling
this professional Home Inspector is looking at a 1.5
million dollar home and what he hears in those
recordings might be; chewing gum, wet diapers,
fingerprints, and so on.
Yes it is true that clients prefer a live
voice and you should answer your phone whenever
possible. Never, never
allow small children to answer your business phone.
When you are in the field forward you
calls to your cellular phone. (Remember, cell phones
need the same professional recorded message). Don't
forget to check those messages and return all calls as
soon as possible. If you are at a Home Inspection you
can excuse yourself to take the call. It is a common
practice and most clients are not bothered by this. If
you get their “permission” to answer your phone
before you start your inspection, (they always say yes),
they feel they are a part of the process. Your C.H.I.
will not be interrupted and your new client will get a
live voice.
Lastly, before you answer your phone – smile.
“ABC Inspections, this is Aimee, how may I help you?” is
one of many styles of greetings to use. However you
answer your calls, be positive, and under no
circumstances be rude to potential clients or Realtors.
Never speak negative about competitors, be the expert on
your company not theirs. One badly handled conversation
can be really difficult to rectify later.
Message Board:
The message board is a new source of
communication for many of you. It is not complicated to
use once you get the hang of it; however there are
protocols and certain etiquettes to follow. The main
ones that should concern a professional business person
are;
a) Always write professionally on a
public message board. This is part of your virtual
store front. We send our clients to the message
board to check out NACHI. When clients comment that it
appears to be a place where a bunch of whining and
complaining inspectors, combined with unprofessional
language and images, get together to play, (having
nothing better to do) it is embarrassing to have to make
excuses - “it must be a new guy..”. And hopefully, it is
not a veteran with 3000 posts.
b) Never break thread on purpose. There
is a reason for this request. Professionals do not have
the time to sift through the garbage to follow a thread.
They are often looking for an answer. Be polite, take a
moment to start a new thread. If you don't know how to
do this someone will be glad to guide you through it. If
you enjoy distractions and have a short attention span,
play somewhere else.
Positive Attitude -
Negativity is a contagious enemy to your business.
Once it starts it is hard to stop. A positive
attitude goes a long ways to getting you through the
tough places. Think positive - be positive. You will
schedule more inspections and build relationships.
Edify
– You already know how to edify your husband, boss,
C.H.I., etc. Don't forget to Edify NACHI! Use NACHI to
grow your business. That is one of it's purposes. Serve
NACHI where you can. Get on the message board. Give and
take – do not babble. Use the message board – don't
confuse it! Join your local chapter. Start one if there
is none. Contribute.
Patience
- If you are not. Work on it. Don't be a nag.
Investing
versus Spending – Money invested
wisely will pay for itself. For example; software,
books, tools, conventions, etc. These are necessary
items and are often tax write-offs. (Check with your
accountant.) Investing money is necessary to grow your
company and your C.H.I., not to mention your income.
Money spent is money gone. If not invested
wisely, it is spent, not recoupable,
and may eventually break you. If you can work from your
home don't spend money on the overhead of an office
space, which if you are doing inspections you won't be
in anyway. Think before you invest.
Records
- Treat you H.I. business as any other business – keep
good records. Purchase accounting software or hire a CPA
or both. Save and label all receipts.
Advice
– If you ask for advice and receive it, from a
successful person who has tried many methods and ideas,
avoid saying “ya' but, that won't work in the real
world...” If you haven't tried it, do not say it
won't work. You only sound foolish. Always consider the
source of your advice and weigh things out. Remember,
one of the great things about advice is, you do not have
to take it. The final choice is always yours.
Communicate
– Communication is vital. Communicate with your spouse,
employee, client, Realtor and fellow NACHI members. Do
not be known as the one that “never answers emails”
or “drops the ball”. Always follow up on any
issue you are involved with.
Proper
Dress – This area is a personal pet peeve of
mine. Dressing professional when conducting business is
not a new concept. There have been hundreds of books and
seminars directed towards this subject. It makes a
difference. By dressing professionally you will be taken
seriously, you will be remembered, and treated as a
business professional. This does not mean you must wear
a suit at all times; generally a shirt with company logo
is fine. A company or NACHI photo I.D. tag looks real
professional. Baseball caps are widely accepted across
the country, but is is my opinion that they are tacky
and unprofessional. Don't let you C.H.I's or your
husband wear one to work or to meetings if you can
persuade them without too much strife. Bottom line –
dress right. You will feel different, act different and
will be seen as a professional.
Finally, ladies,
some practical solutions to consider;
The Home
Inspection Industry is a seasonal business in most areas
of the country. That means you need to plan for the lean
times. Plan ahead. When the income is high put
away money and food (non perishable supplies) for the
slow times. Buy your office supplies wholesale when
possible. Work out a system for budgeting that works for
you. There are many methods. Check with your accountant.
Here is a
example of what it might look like;
Home Inspection
Income – Total from each inspection * Tithe 10% * Savings 10% * Self 10%
* Rainy
Day 10% * Back
into the business 60%
These are all
merely ideas and suggestions to aid you in your business
success. They are not meant as a guarantee.
Happy
inspections!
© 2005 BJ Kirby
Communication
and Home Inspectors by Bruce Kirby
Good communication is
both a necessity and a responsibility. Accurate and
rapid communication is more readily available than ever
before in history. We have computers, email, instant
messenger, phones, cell phones, satellite phones, 2-way
radio, television, the list goes on. These are all
methods or channels of communication.
I believe the only way to be successful in the Home
Inspection industry is to be a good communicator. That
is a two-fold process.
First of all, you must use the methods at your disposal
to physically get your
message to others. I know a handful of individuals good
in this area. Lorne Steiner and Nick Gromicko, being two
of them. We use email to communicate quickly back and
forth. Another useful tool is one of the instant messenger programs available. They
are quick and easy to use. Do not forget about the
phone. People appreciate hearing a real voice on
occasion.
Have you ever sent an email and received
no response? Real annoying, is it not? I realize there
is a lot of spam out there and we all use a lot of
filters to stop spam from reaching our inbox, but this
also stops legitimate messages from coming through. I
have encountered clients, realtors, friends, and
business associates - I had to phone and tell them to
shut off their filters. Seems like a waste. I keep my
filters at a minimum so I do not miss the important
emails. People prefer to get some type of response
(even if it is automated). This is the same reason why
voice mail has become so popular.
If you expect your business to grow you
need to be in communication with your customers. Years
ago, before we started our company, we called every
inspector we could find. Only one answered their
phone. Out of all the messages we left with the
others, (those that had voice mail or children
answering their phone), only one responded. I knew
then, we could be successful. When we are not at the
office, we transfer our calls to our cell phone. Our
message lets people know it is a cellular phone and we
may be in a dead zone, (of which there are many in our
area), and we immediately return calls when service is
re-established.
The second aspect of good communication
is getting the message across. This gets problematic.
We all have different life experiences and do not see
things the same. Each of us perceive things
differently based on our past experiences. As an
example, to some, a one mile run is unimaginably long.
I have completed a fifty mile run and many marathons.
I can not fathom the shortness of a one mile run.
To communicate effectively you need to
care about what you are saying and take the time to
think about what meaning is being conveyed. Children
are especially poor at this, often blurting out the
first thought that rambles across their mind. The old
cliché “think before you speak” is sound advice for
all of us.
Many problems (often lawsuits) arise from
difference in viewpoint between the Home Inspector,
Realtor and their clients. Every client is different
and we need to communicate in a way they can
understand. Let me give you an example of this. My
company inspected a cabin one time, which was being
purchased for rental purposes. The present owner was a
contractor. Almost all of the outlets had
open-grounds, some had reversed polarity and none of
the GFI's worked. The buyer was extremely concerned
since it was to be a rental and these are safety
issues. The current owner was present during the
inspection and shocked to find this out, but knew he
could fix the situation. A few hours after the
inspection, the owner had everything electrical fixed.
Everyone was happy and THE DEAL WAS SEALED!
© 2005 by
BJ Kirby
ETHICS: In
Home Inspections by Bruce Kirby
It is okay to buy a lemon as long as you know
it is a lemon (you can always make lemonade). It is not
okay to buy a lemon if you believe the house is perfect.
I decided to get into the inspection industry to help
people in finding the kind of house they would
like. Some want mansions - some want
fixer-uppers. Whatever kind of house you desire is
what you should get and it is vitally important to know
what you are getting. For most people, a home is the
biggest purchase they will ever make.
We all
know that no house is perfect, but like with any major
purchase our emotions tend get the best of us and we
become enamored with a home. Often it is love at
first sight.
The
average buyer is mainly looking at the cosmetic and
convenience issues of the home. Style, view,
closeness to work, schools, shopping or whatever
interests them. Our job, as Home Inspectors is to
be an objective observer.
In days
gone by - you brought your dad, uncle, big brother, or
someone else, who’s knowledge, experience, and opinion
you trusted along with you to look at the home.
Everyone was a handyman of sorts and construction was a
whole lot less complicated. In this day and age
you can not possibly learn and be aware of all the
systems and components that go into a safe and
comfortable home. Today you put your trust in a
Home Inspector to be that objective and knowledgeable
person. The professional Home Inspector spends
countless hours studying and keeping abreast of past,
present, and future methods of construction and home
maintenance. It is a full time job.
I have
read about many inspectors, some people considered to be
too picky. I wrestled with how aggressive to be
when inspecting a house and how much to report. I
decided, if it were my future home, I would want
everything possible checked and would want to know every
little detail. I would then be able to judge the
importance of each item for myself.
We as
Home Inspectors have a responsibility to our clients
similar to that of a surgeon to his patients.
Obviously, we are not cutting into their flesh; however,
if we do a poor job it can cost the home owner to be
stuck with a “money pit”, or even worse, an unsafe home
that could destroy their health or the health of their
family. It could ruin their financial future or
even break up their family.
Do
you remember the movie “The Money Pit” starring
Tom Hanks? Now there was a house in need of a Home
Inspection. Mr. Hanks' remark is classic –
“Why would somebody sell a million dollar house for
200,000?” The house turns out to be a disaster and
almost destroys their relationship. Another movie
you may be familiar with is “Moving”. Here is a
good example of doing something legal that is just plain
wrong. As main character, Arlo Pear and his family
are walking through the house they intend to purchase,
the seller keeps saying, in response to their
exclamations of admiration of the unique features of the
house - “But we’re taking it with us”; which they
do. What a shock when the family arrives at their
new home only to find the swimming pool, front
door, stairs, etc. gone. Both of these movies give
us an idea of the importance of knowing what you are
purchasing. Remember - “It is okay to buy a lemon,
as long as you know it is a lemon”.
As a Home
Inspector there have been times I have been pressured -
ever so politely - to overlook items or report items in
a subjective manner rather than an objective
manner. The carrot of increased business or the
implied threat of decreased business was used to try to
coerce me. The words which come to mind when this
situation occurs are from the famous philosopher Popeye,
“I’ve had all I canst stands and I canst stands no
more.” It makes my blood boil! When the
bills are due and it is near the end of the month it
would be a whole lot easier to give in to their desires
and do what I am told. There was a group, back a
number of years ago, who just did what they were
told. Their statements at the Nuremberg trials -
“I was just following orders” still makes us shudder.
There is
something called social pressure. We have all
experienced it. Peer pressure in our teen years is
a good example. Back in the early 1950's, Solomon
Asch, a psychologist, conducted a classic experiment in
conformity. Nine people look at lines of different
lengths. Eight people are in on the test and, when
asked, give the wrong answer as to the comparative
lengths of the lines. The ninth person goes along
with the group 75% of the time. I don’t want to be
part of that 75% - I want to be part of the 25% that
says “excuse me” - you are wrong, or are you
blind? I have said “excuse me” many times.
It has cost me friendships and forced me to give up or
refuse work. As Certified Home Inspectors we need
to be in that 25% group and not conform to lower
standards.
My
company inspected a house once, we believe lost us some
business. We could very well be wrong (you know
how us humans are always thinking the world revolves
around us). The person owning the house has quite
an amount of influence, with a Real Estate agency, we
used to do quite a bit of business with.
This house was being sold as a “fixer upper” to some
unsuspecting potential victims, from out of state.
The house was more of a “bulldozer-downer”. The
things right with it were too few to mention and the
things wrong made for too long of a report. This
house would have been a disaster for the buyer.
The owner should have obtained an inspection before they
purchased it as an investment. Needless to say,
the present owner was none too happy with the report and
calls from that agency have slowed down considerably.
We all
want to make a living, but money should not be your only
reason for being a Home Inspector. Being a Home
Inspector is a responsibility, not a way to get rich
quick. If you want to get rich quick. There
are a lot MLMs out there to choose from.
We as
Home Inspectors owe it to our clients to constantly
study and educate ourselves so we can perform our job to
the best of our abilities. I believe one of our
most important abilities as Home Inspectors is
curiosity. I am always scratching my head and
wondering why. We look for clues to issues.
Water stains, misalignment, strange odors. Joseph
Campbell calls this “Technology of Intuition” - a
nagging feeling, a suspicion, a gut feeling, a hunch, a
persistent thought. Our computers, our tools, our
machines, are not enough. We need that healthy
human curiosity.
Our goal
as Home Inspectors should be to make every inspection
our best inspection to date. If you are not
willing to commit to that, then don’t become a Home
Inspector or if you are a Home Inspector - get out of
the business. You can always be a
contractor. I hear in some states all you need is
a hammer, a dog, and a pickup truck. Don’t be a
Home Inspector to make friends, show off your knowledge,
or become famous. Do it because it is the right
thing to do for your clients. A Home Inspector
needs to understand they are working for the buyer (or
the seller in the case of a pre-listing inspection).
I have
heard from a number of people in the industry -
they know of a few folks dabbling in the Home Inspection
business. I believe it is important enough - to
give it your all and it should be your main
business. I believe further there are certain
businesses it is extremely hard to be involved in and be
a Home Inspector. Examples of this are contractors
and mitigators. It is rather hard to remain
objective when the bills are due and the funds are
low. It would be quite easy to say, “This and this
are wrong with the house - but I can fix them.” I
am not saying it is impossible to remain objective and
have only your clients best interests in mind - just
real difficult (if you are human).
Honesty,
ethics, and moral values were taught in the classrooms
of all major business schools in days past.
Professors placed strong emphasis on a company’s
responsibility toward its employees, customers, and
creditors. Now it is not an uncommon practice
(sometimes even policy) to mislead, deceive, outright
lie, or even worse, just to make a profit.
Frivolous lawsuits come to mind as I say this.
Often it is not about what is right, but about what is
profitable. Jesus summed it up succinctly; “For
what is a man profited, if he shall gain the whole
world, and lose his own soul?”
When you
cheat, lie, steal, or deceive - you are actually doing
those things to yourself. Here is a scenario –
Have you ever gotten back the wrong change? If it
is not in your favor, you demand your money back don't
you? If it is in your favor - did you give the
excess money back? Did you keep it? How did
you feel afterward? It has been, said if you feel
the need to justify an action - maybe it is the wrong
action to take.
The best
part of operating a business of your own is you are
constantly faced with choices/challenges to do the right
or wrong thing. And you get to learn from your
mistakes. The difficult thing is when you are
unsure or don’t have enough information.
There is
an age old question. How do you sleep at
night? Supposedly the honest/ethical person sleeps
very restfully. One may say this, but is it always
so? I know I have had restless nights where I
wrestled with all the issues trying to decide, which was
the right course of action to take. Sometimes I
was not even sure if I made the right choice and
sometimes I never found out. My goal - my
company’s goal - and should be your goal, is to do the
best with the information available at the time.
Vince Lombardi said it well; “The quality of a person’s
life is in direct proportion to their commitment to
excellence, regardless of their chosen field of
endeavor.”
Ethics
encompasses morals and values. As a discipline it
studies the differences between right and wrong.
Our company motto is, “Do the right thing, no
matter the cost”. That means often we have to make
difficult choices. Sometimes there is a course of
action that is perfectly legal, but just not the right
thing to do. Sometimes it means making less money
or even not doing an inspection.
If doing
the right thing causes unhappiness to others, it may be
that their ethics are in question - not yours. I
personally know a number of Realtors that really want
everything about a house brought out into the
open. One Realtor always says to me, “If the sale
is meant to go through it will.” I have seen
Realtors give up thousands in commissions just to make
sure they did the right thing. I applaud them.
My
company was called to inspect a house we had inspected
many months earlier, including a mold test. The
fee for this inspection was considerable and the funds
were just what our company budget needed at that
moment. This house had, what some would say, a
serious mold issue, including a basement with no
ventilation, a history of flooding, etc. The
property had been on the market for a long time. I
made the erroneous assumption the problem had been dealt
with. After doing our exterior inspection we
proceeded to the basement with the prospective buyer at
our side. I was aghast to see nothing had
changed. At that point, I realized it would
be wrong to continue the inspection without informing my
client about the mold issue. I decided to inform
them and give them the choice of finishing the
inspection or stopping and refunding half of their
fee. They chose to stop the inspection at that
point and requested further exploration into the mold
issue culminating in remediation.
To make a
long story short. The sale did not go through,
$10,000 was spent on remediation, and the inspection was
never completed. After all was said and done the
Realtors and owner were glad to have avoided litigation.
I believe
as professionals we are obligated to be ethical in our
business practices. This includes furthering our
abilities through education and training and realizing
we are not perfect and do not know everything.
This brings to mind my own definition for professional
verses amateur. “The only difference between a
professional and a amateur is; the professional gets
paid - the amateur does not.” Let’s set some
professional standards. So professional can once
again mean - done with pride, quality, attention to
detail, training, knowledge, experience, ethics, and
knowing when to say, “I don’t know”.
Remember
the old superhero cartoons. The villain is hanging
over a cliff by his finger tips. The superhero
reaches down and gives him a hand up. The villain
says, “Why did you save me? I would have let you
die.” The superhero says, “If I didn’t help you -
I would be just like you. I had to do the right
thing.”
To sum it
up. We want our clients to get a house of their
choosing at a fair price and to have the real estate
transaction be accomplished in an honest and profitable
manner. I believe the way to do this is to have a
Home Inspection, to aid in a complete understanding of
the condition of the home, by a qualified Home Inspector
whose priority is the client – not the money.
© 2004
BJ Kirby
What Really Matters
Buying a home? The process
can be stressful. A home inspection is supposed to give
you peace of mind, but often has the opposite effect. You
will be asked to absorb a lot of information in a short
time. This often includes a written report, checklist,
photographs, environmental reports, and what the inspector
himself says during the inspection. All this combined with
the seller's disclosure and what you notice yourself makes
the experience even more overwhelming. What should you do?
Relax. Most of your
inspection will be maintenance recommendations, life
expectancies and minor imperfections. These are nice to
know about. However, the issues that really matter will
fall into four categories:
1. Major defects. An
example of this would be a structural failure.
2. Things that lead to major defects. A small
roof-flashing leak, for example.
3. Things that may hinder your ability to finance, legally
occupy, or insure the home.
3. Safety hazards, such as an exposed, live buss bar at
the electric panel.
Anything in these
categories should be addressed. Often a serious problem
can be corrected inexpensively to protect both life and
property (especially in categories 2 and 4).
Most sellers are honest and are often surprised to learn
of defects uncovered during an inspection. Realize that
sellers are under no obligation to repair everything
mentioned in the report. No home is perfect. Keep things
in perspective. Don't kill your deal over things that
don't matter. It is inappropriate to demand that a seller
address deferred maintenance, conditions already listed on
the seller's disclosure, or nit-picky items.
The above is an excerpt from Sell Your Home For More
by Nick Gromicko.
Copyright (C) 1997 Nick Gromicko
Pre-listing
Inspections
Having your home inspected by a NACHI
inspector before you list is the
recommendation found in the new edition of the
book, Sell Your Home For More by Nick
Gromicko.
Eventually your buyers are going to conduct an
inspection. You may as well know what they are going to
find by getting there first. The author points out that
having an inspection performed ahead of time helps in many
other ways:
- It allows you to see your home through the eyes of a
critical third-party.
- It helps you to price your home realistically.
- It permits you to make repairs ahead of time so that
...
- Defects won't become negotiating stumbling blocks
later.
- There is no delay in obtaining the Use and Occupancy
permit.
- You have the time to get reasonably priced contractors
or make the repairs yourself, if qualified.
- It may encourage the buyer to waive the inspection
contingency.
- It may alert you of items of immediate personal
concern, such as radon gas or active termite
infestation.
- It may relieve prospect's concerns and suspicions.
- It reduces your liability by adding professional
supporting documentation to your disclosure statement.
- Alerting you to immediate safety issues before agents
and visitors tour your home.
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Asbestos
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