It’s hard not to be moved by the devastation we see from hurricanes such as Ian and Fiona. We see stories of neighbors and local businesses pulling together to fill sandbags, provide food, or remove trees and other debris.
Trained restoration professionals have a unique skill set to add. They know how to properly document the damage with Digital Photo Inventory. They start a contents “triage” to sort through what’s restorable and what is total loss.They mitigate mold and bacteria infestation. And they know how to safely transport and clean treasured belongings.
And this can mean a great deal to someone who has lost everything.
As restoration professionals, we are often among the first to interact with a homeowner after a disaster. We have the delicate job of, not just mitigating the damage, but also dealing with the insured at one of their worst moments.
Here are some tips to remember:
- The client has experienced a loss and feels victimized by the circumstances.
- The emotional trauma is real, and can lead to memory loss, confusion, mood swings and anger.
- The client may feel exposed and vulnerable, even embarrassed by the intrusion of first responders, adjusters and now your team.
- Be respectful of their property, even total loss items. Don’t toss, kick, or drop them. Ex: one contractor was walking through a site with the HOA board and, as he was talking, reached down into the gutter and plucked a “drowned” doll out of the water and placed it on top of a mailbox. It was a small gesture – easily overlooked by most – but it got him the job.
- Don’t make remarks about their belongings, or give undue attention to photos, letters, DVDs, etc.
- Give the client breathing room. They may want to be alone in a room before it is packed out.
- Inform your supervisor if the client expresses concern over missing items, items they want cleaned as soon as possible, or items they have expressed have great sentimental value.
You can see how all of these tips help a client cope with the loss. Going above and beyond isn’t just an important business building skill, it’s the human thing to do.
Barb Jackson
As President of Total Contentz, LLC, Barb helps restoration professionals improve their contents processing capabilities with the latest technology and procedures. Barb offers consulting and training services for full-service restorers and specialized cleaning contractors. Her particular areas of expertise are contents processing facility design, workflow, and production strategies, on-site and warehouse contents processing procedures, and contents packing and inventory techniques. Her design projects range in size from a 2,000 sq ft facility to an 8,000 sq ft warehouse within a 120,000 sq ft building.
Barb is a Restoration Industry Association (RIA) designated Certified Restorer (CR). Out of 570 Certified Restorers, she is the 11th woman to receive the designation. A Certified Restorer has met the requirements of the Restoration Industry Association Certified Program and is qualified to inspect, appraise, and restore structures and furnishings from the effects of fire, smoke, water, and other related perils.
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