In the restoration industry, a brand’s day-to-day focus should be on addressing customers’ urgent home service needs. One thing that has become increasingly important to recognize is that empathy for customers is foundational to quality service as well. There are few circumstances as stressful as being impacted by water, fire or mold, especially in the home. As a resource providing a “fresh start,” a restoration professional’s priority is to make sure customers come out of their disaster-related home service feeling like they are starting a new chapter. Property damage in the home upends people’s lives, and it’s not always an easy fix. That’s why there’s a critical need for compassion, clear communication and human connection in the restoration industry.
The Human Connection in Restoration
Human connection is pivotal to providing unparalleled customer experience with a true focus on clear, real-time communication, and restoration brands should prepare to tackle every restoration challenge with a human-first approach. At its core, this includes providing a fresh start to customers after a disaster, as well as to franchisees seeking to create a new chapter in life by launching a new business. Moreover, with recent developments in AI automation and the distancing of humans from customer service spaces, it has never been more critical to reiterate the need for human connection in customer-facing roles.
Every year, thousands of homes and businesses experience cyclical risks that can affect the structure and safety of their property depending on where they’re located — wildfires in the West, hurricanes in the East, tornadoes, snowstorms and every other weather-related catastrophic event waiting to happen. Assessing all that could potentially go wrong in one calendar year is not an easy task because, unfortunately, many events are inevitable. Outside of the predictable annual seasons that home service providers are accustomed to, there is always room for unforeseen circumstances to occur.
In 2020, the world experienced one of the most unpredictable global events that affected virtually every single industry. With so many people transitioning to working from home and mandatory lockdowns due to COVID-19 (coronavirus), residential spaces became the primary location for millions across the country. While many businesses operated remotely, our teams adapted to the new needs of our customers, including providing essential sanitation services to combat the virus. Understanding that this was a difficult time for everyone helped our teams navigate technical jobs under difficult circumstances for close to two years. During such a difficult moment for many, empathy and emotional intelligence in our communications and operations was of the utmost importance.
Streamlined Communications and The Power of Relationship Building
Another priority for leaders of restoration and other service brands is to streamline communication that enables optimal response times for several different scenarios. Establishing your position as a brand with a centralized communication flow from corporate dispatch to local response creates efficiency in service, which is valuable to commercial clients in need of immediate response. Plus, for insurance companies and claims adjusters looking to sign on a new restoration provider, streamlined communication processes may be the deciding factor in choosing one restoration brand over the other.
In terms of restoration for commercial and residential properties, communication can take many different forms. Many providers have third-party dispatching models, but the most efficient ones will minimize the number of people customers have to go through to find answers to their questions or solutions to their problems. In the hospitality industry, hotels can’t afford to waste time responding to water damage situations because they have customers relying on them to provide optimal service and accommodate their stay. Floods from burst pipes or overflowed bathtubs need to be handled quickly and with discretion, and this aspect of service is absolutely necessary for commercial clients. The urgent nature of needing to mitigate water, smoke, mold and hazardous situations makes it crucial to respond to such situations quickly and efficiently.
To truly perfect streamlined messaging across teams, practicing clear, consistent communication internally is the first step. Prioritizing clear communication with your team can become one of your most rewarding initiatives, as all parties will benefit. Teams should be trained in communicating with all types of clients, from emergency home service to commercial large loss, and national partners to insurance adjusters. Building and solidifying professional relationships with customers and insurance partners will elevate the services provided as a company and help improve your brand’s reputation. A great work culture is one where employees, customers and partners feel proud to be associated with your company.
With an expansive international franchise network, it is important to create a culture that prioritizes human need over job speed, working to respond to clients at any time of the day in a clear, efficient way that doesn’t feel rushed or heartless. Your business’ widespread footprint opens the door to increased coverage across the country, making it even more important for teams to be prepared when dispatched to go above and beyond an average level of support where it is needed.
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