In your company, what matters most above everything else: customer service or good work? It feels like a trick question, doesn’t it?
When my family built our house, we went in excited and optimistic. We found a reputable builder, asked the right questions, and trusted the process. For a while, things went smoothly. Communication wasn’t perfect, but we told ourselves they were busy and we could deal with it. Until we couldn’t.
As delays stretched on, communication got worse. Emails went unanswered for weeks. Phone calls weren’t returned. When the model in our neighborhood closed and people were no longer accessible there, it got worse.
Then came the mistakes: a wrong countertop (blamed on us despite multiple design meetings), a missing floor drain (requested repeatedly but overlooked), a timeline that slipped months behind, and the list goes on. What began as a dream home turned into stress-filled nights and, at one point, even a nightmare about ugly countertops (think brownish-yellowish textured formica).
The builder kept telling us, “We’ll build you a beautiful home.” And in the end, they did. But the process became so painful that our final walkthrough was anything but joyful.
It made me think about restoration companies. By the time a customer calls, things are already bad. From there, you have two options – you can elevate the experience or make it worse. You can do excellent mitigation and repair work, but if your customer service is poor, you won’t create raving fans. You’ll simply finish the job and leave behind clients who are relieved to see you go.
At The Collective, Chris Nordyke and Brandon Reece from Floodlight reminded us that customers remember two things: the highest point of emotion and the end. Those moments must be positive.
We recently partnered with Cotality for a webinar where we discussed customer sentiment, and tools now in beta. Tools like this will soon help contractors identify and resolve negative experiences faster. But even with AI on the horizon, the real differentiator will always be the human touch – kindness, communication, and customer care that match the quality of your work.
That’s the secret to creating raving fans.
In partnership,
Michelle Blevins
Michelle Blevins
Michelle Blevins is a content creator, marketing consultant, and entrepreneur whose career has been centered around education and fostering relationships within the industry she serves.
A journalist by trade, Michelle is passionate about running a publication rooted in integrity and valuable education. She views her role as owner and publisher of C&R Magazine as a bridge between industry experts and restoration and cleaning contractors.
Since joining the restoration industry, Michelle has made it her business to stay on top of the latest industry trends. She has become a go-to resource for anyone looking to learn more about what’s happening within today’s restoration industry. This has earned her a spot on many industry stages facilitating panels and helpful discussion with industry experts on the biggest topics facing restorers and cleaners in the current market.
Related Posts
