The technician is the hardest role to retain in this industry.
Pay often isn’t where it could be, given the hard work involved. They are on call at all hours, shoveling out mud and sewage, sucking out water, and tearing out carpet. Owners lose people because the assumption has become that no one stays in the role, so they manage it like a revolving door instead of investing in the person filling it.
Retention starts with showing your team you see the work they’re doing and telling them you appreciate it. Treat the team like a family you have taken in.
Appreciation does not have to be expensive. A few things that work:
→ Host a barbecue for the crew
→ Turn a gift card into a challenge, fastest quality mitigation wins the week
→ Run contests that build trust, not just output
When I ran my own company, I put up a $150 Visa card during a busy CAT. People booked for vacation stayed to compete and help. That is a team that wants to be there.
Care is the hardest thing to hire for. Retain the people who already have it.
Nelson Higgins
Nelson is the Vice President, North America at DocuSketch. Prior to DocuSketch, Nelson was the founder and COO of XTR Consulting Inc. His home base is in Halifax, NS, Canada, but he covers projects throughout North America. He currently holds an XCT (Xactimate Certified Trainer) certificate and has held this designation for over 10 years. With more than 35 years of experience in the insurance industry from both the contractor and adjuster perspectives. He is experienced in all aspects of scoping and estimating property damages of residential and commercial buildings and has been involved in completing estimates and projects of all sizes through completion. He has gained a vast amount of knowledge on leveraging new technologies to help clients with in-depth documentation and the cycle of a claim.
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