Technical knowledge is essential for surveyors – but it isn’t what makes a great surveyor. In this talk, Matt Nally (founder of Survey Booker and member of the HSS Working Group) explains why the biggest difference-makers in real-world surveying are habits, routines and systems.
Matt’s background in operations at Lidl taught him the power of process: when you follow a clear routine, you stay calm under pressure and consistent even when the unexpected happens. That mindset shaped Survey Booker and now helps surveyors run efficient, customer-focused businesses without unnecessary stress.
Bridging the Gap Between Training and Reality
Surveying students learn theory, standards and report formats – but the job demands far more: organisation, communication, time management and the ability to stay composed when a day goes off-track. Without a system, it’s easy to miss photos, forget customer queries, get distracted onsite or rush through inspections.
The Surveying Journey (and Why Structure Matters)
A survey is one small part of a buyer’s highly emotional journey, which means reliability and communication matter just as much as technical skill. From pre-inspection checks to site visits, report writing and customer calls, surveyors juggle countless moving parts. Strong routines and simple systems create flow, reduce errors and free up time to focus on what matters.
Common Pitfalls – and How to Avoid Them
Without a methodical approach, surveyors can:
Forget key photos or checks
Leave tools behind
Lose track of customer expectations
Skip rooms or details
Rush inspections under pressure
A reliable routine turns these risks into rare exceptions.
Simple Systems That Save Time (and Sanity)
Checklists, task trackers and CRM tools help remove mental load, automate admin, keep jobs on track and ensure nothing gets missed. Systems like Survey Booker give surveyors and business owners clarity, organisation and headspace – leading to better reports, happier clients and a healthier work-life balance.
The Report Is the Service
The site visit gathers data – but the report delivers value. Great surveyors take time to write clearly, avoid jargon, personalise advice and answer the customer’s real concerns. Templates help, but only when adapted and blended naturally.
Think Like a Customer
What do they worry about? What do they need to understand? Are you writing for a homeowner rather than another surveyor? Empathy, clarity and good routines turn technical information into trusted advice.
Key Takeaways
Build repeatable routines that keep you calm and consistent
Use systems to stay organised and free up mental space
Plan buffer time and structure your week (inspections, reports, calls, admin, CPD)
Write reports as if explaining the home to a friend
Bring everything back to the customer’s needs
“Professionalism isn’t about the title – it’s about consistency, care and clarity.”
This talk shows how the right mindset, habits and processes can transform your daily work – and your customer experience – far more than technical skill alone.