A large flood or a catastrophic fire event can be one of the most traumatic events in a person’s life. Enter the restoration contractor. We get to see people at their most vulnerable: they’ve lost everything they own. Their clothes, their medications, their children’s school books, family photos. I’ve seen grown men collapse sobbing. Managed properly, you can be a hero but if you forget for even a minute that you are dealing with emotionally frayed people, watch out. All the anger they feel due to their loss will be focused on you like a laser beam. Understanding and being empathetic to what your customers are going through can be the difference between a good profitable job and a nightmare that won’t end.

Have you ever wondered why seemingly sane friendly people go ballistic because the paint you used in the bedroom is a half a shade off? It usually has nothing to do with paint colors. It has everything to do with the cumulative effects of the loss. Dealing with their family in a stressful situation. Dealing with an adjuster who is overworked and can’t be raised on the phone. Finding out the coverage they thought they had is inadequate. Living in an unfamiliar neighborhood away from friends. Mail delivery and school bus routes are different. And these are just a few of the multitude of stressors. Families are forced to make hundreds of decisions they never planned on having to make.