Water Damage Restoration – Taking care of your client.
Water damage restorers sometimes fall prey to “tunnel-vision”. This sometimes causes the restorer to unconsciously knock on the clients door, run to the basement, get the scope of the job and get on the mobile phone to coordinate getting the job started. Sometimes the job trumps the restorer’s need to stop and say ” I am sorry about your loss”. The client wants us to fix their house for them but they also want some attention to be shown to the things that are most important to them.
The client for the most part sees water, wet carpet and floating contents and does not fully comprehend the complexities of the “unseen damage” that exists behind the walls and under the carpet. The things that probably stand out to them are the wedding photos and birth certificates that are completely ruined or the expensive antique piece of furniture that has been in the family for years that is now floating. We as restorers have to remember to take a moment and see things from the clients point of view. We may be proficient in getting a drying plan in place and answering water damage questions but we also need to take a second to get a plan in place to rescue the things that mean the most to our client.
Your client may not realize that books, photos and paintings can be saved. It is the restorer’s responsibility to consult them on salvaging their valuables.
Having a contact available to restore books, paintings, video tapes and photos might not be a bad idea. Having written company protocol that outlines the steps that should happen while these items are in transition between the clients home and their destination is a good idea also. It shows the client that you care and that this sort of thing is not new to you. This will definitely make you stand out from your competition.
Reciting the S500, pretty uniforms and new equipment may impress your client a little bit, but saving the things that are really important to them will impress them a lot!
One of the things that we stress at Floodtechs.com is “Take care of the clients home and take better care of the client!”. We can be reached at 800-563-4131 or visit us at Floodtechs.com – Water Damage Restoration.
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