Restoration logo
search
cart
facebook twitter linkedin youtube
  • Sign In
  • Create Account
  • Sign Out
  • My Account
Restoration logo
  • NEWS
  • PRODUCTS
    • New Products & Technologies
    • Submit Your Product
    • Interactive Product Spotlights
  • EDUCATION
    • KnowHow.
    • Podcasts
    • Trade Shows & Expos
    • Training & Certification
    • Webinars
    • Whitepapers
  • TOPICS
    • Water Damage
    • Fire & Smoke Damage
    • Mold
    • Contamination
    • Odor
    • Contents
    • Architecture
    • Catastrophe
    • Cleaning
  • BUSINESS
    • Managing Your Business
    • Insurance/Legal Matters
  • BUYER'S GUIDE
  • VIDEOS
    • Ask Annissa
    • Ask the Expert
    • Ironclad Marketing Minute
    • TradeTalks
    • Video Channel
  • INFOCENTER
    • Mold and Mycotoxins
  • THE EXPERIENCE
    • Conference & Exhibition
    • Convention & Trade Show
    • R&R Special Issue
  • EMAG
    • eMagazine
    • Archive Issues
    • Contact
    • Advertise
  • SIGN UP
Contents RestorationRestoration Training/EducationManaging Your Restoration Business

Contents Corner: Making a Profit AND a Difference in the Restoration Industry

By Annissa Coy
Good restoration business practices
January 10, 2019

The restoration industry gives business owners a very unique opportunity. You can create an amazing business that pays you very well while providing services that can help a family or a community in need.

Whether you are dealing with a whole house fire, small water loss, water intrusion, tornado, forensic cleaning, storm, or a hurricane, the impact on the lives of those affected can be devastating. And most who are going through these types of situations have no idea what to do or who to turn to for help.

As a restoration business, we have an opportunity to be there when people need us the most; this is especially true when it comes to contents cleaning. The profit margins in contents cleaning are some of the highest in the industry and this affords us big profits in our business which enables us to do even more and have a bigger impact on those we serve.

Basically there are three things your restoration client wants from you.

  1. To be heard.
  2. To know what matters to them matters to you.
  3. To understand the process.

Provide these three things for your client and you will have a restoration business that not only makes a nice profit but also makes a difference. Here are some more tips on finding success and happy customers in contents work.

Let Them Tell Their Story

One of the most powerful things you can do is let your client tell you what happened. This will not only let them express what they went through, it will give them a chance to give you some very important clues as to what you need to do to give them a great experience while processing their loss.

Before we arrive on a job, we don’t know what someone has just recently been through or is dealing with in their lives. I’ve had contractors contact me for help with a claim and say things like “the homeowner is being difficult and just wants to control the job.” And that may be what it seems, however there could also be something else at play. It’s your job to listen to your client and let them tell you what it is they need from you. People want to be heard. It enables them to process emotionally what they’ve just experienced while giving them a sense of control over a situation that is usually chaotic and stressful.

contents restoration

Show You Care in Everything You Do

You’ve probably heard the saying “it’s the little things that matter most.” Well that is definitely true when it comes to contents cleaning. Every single thing you do from the moment you first meet with your client on site sets the tone for the entire job. How you pack their items once they are clean or how you stack those boxes once they are packed tells a client a lot about how much you do or do not care about what’s important to them.

People tend to equate their belongings with memories, meaning the monetary value of the item is obsolete. Something that just looks like a decoration or a knickknack to you could be a precious piece full of memories to the property owner.  The wooden tiki that sits in my living room I bought while vacationing with Kevin in Maui. It’s not just a wooden tiki; it’s 10 magical days full of memories from our first tropical vacation together. Your client’s home is full of these kinds of items. Handle them with care.

Walk Them Through It

Processing contents on an insurance claim might be something you have done so many times it is second nature to you. But remember this is probably your client’s first rodeo and they have no idea how to navigate through it all.

ACV, RCV, depreciation, setting a reserve, rider, salvage and non-salvage are all terms we are very familiar with. Our clients on the other hand may have no idea what any of these mean. It’s our job to make sure they understand these terms and how they may or may not affect our bill for cleaning their contents.

Be careful to never speak for the insurance company or the adjuster on a job. You just want to make sure that your clients understand each term and how each of them will affect your bill that they are responsible to pay.

Confusion or lack of understanding is where a lot of problems come from on a job. If your client doesn’t understand what’s going on they can start to feel out of control and anxious. This can cause unnecessary stress and before you know it, your client is upset.

A lot of times, situations like this could have been avoided with a little conversation making sure that our clients understand the process and how the job will flow.

I have seen many businesses in the past year alone go through my contents restoration training and provide this extraordinary service to their communities allowing them to create an experience that takes a good business and turns it into a great business. I am so proud to be a part of an industry that allows business owners to have such a huge impact on their community.

So ask yourself…Is my business good or is my business great? 

KEYWORDS: contents cleaning restoration business

Share This Story

Looking for a reprint of this article?
From high-res PDFs to custom plaques, order your copy today!

Annissacoy 200

Annissa Coy is a well-trained and highly skilled professional with more than two decades of experience in the cleaning and restoration industry and the co-creator of Firehouse Education and Mobile Cleaning Systems. She was also the winner of R&R’s inaugural Recognizing Women in Restoration award in 2017. Be sure to check out Annissa’s weekly videos on www.randrmagonline.com! Have a question for Annissa? E-mail her at Annissa@firehouseeducation.com.

Recommended Content

JOIN TODAY
To unlock your recommendations.

Already have an account? Sign In

  • mold remediation

    Fighting Mold and Bacteria Damage

    Successful mold remediation can be multidisciplinary,...
    Contamination Restoration & Remediation​
    By: Josh Woolen
  • certifications and licenses for restoration professionals

    Certifications and Licenses Every Restoration Company Needs

    Restoration companies need to make sure they have the...
    Restoration Training/Education
    By: Sharon Elzarat
  • a wall covered in moss and fungus

    Zero Tolerance for Toxic Molds: Essential Steps for Successful Remediation

    Understanding the importance of zero tolerance for toxic...
    Mold Remediation
    By: Michael A. Pinto CSP, SMS, CMP, RTPE, FLS, ERS and Kendra Seymour
You must login or register in order to post a comment.

Report Abusive Comment

Subscribe For Free!
  • eNewsletter
  • Online Registration
  • Subscription Customer Service
  • Manage My Preferences

More Videos

Popular Stories

Ask the Expert: Unlocking Efficiency in Water Damage Restoration

Unlocking Efficiency in Water Damage Restoration

Jon-Don and Aramsco

Aramsco Acquires Jon-Don Assets to Ensure Seamless Service and Support for Customers

Ask the Expert: Catastrophe Panel - Back to the Basics Part 1

Catastrophe Panel – Back to the Basics Part 1

Submit Your New Product/Technology to R&R!

Would you like to promote a new restoration, remediation or cleaning product/technology with Restoration & Remediation? Fill out the question below to start your submission:

Events

September 3, 2025

The Experience Convention and Trade Show

The Experience Convention & Trade Show logoJoin us in Las Vegas for The Experience Convention & Trade Show, the leading event for cleaning, restoration, and remediation pros, packed with hands-on demos, expert speakers, and high-impact networking. Happening September 3–5, 2025 at Caesars Forum—this is where the industry comes to learn, connect, and grow!

View All Submit An Event

Poll

Restoration Services

What restoration/remediation service do you prioritize most?
View Results Poll Archive

Products

The Cleaning, Restoration, Inspection, and Safety Glossary

The Cleaning, Restoration, Inspection, and Safety Glossary

The Cleaning, Restoration, Inspection, and Safety Glossary.

See More Products

Related Articles

  • electronics cleaning annissa

    Ask Annissa: Making a Profit in Electronics Cleaning & Restoration

    See More
  • profit margins

    Ask Annissa: What is a Good Profit Margin for Contents Restoration?

    See More
  • contents restoration

    Contents Corner: The 3 Biggest Mistakes Restoration Companies Make When Doing Contents Restoration

    See More
×

Stay ahead of the curve with our eNewsletters.

Get the latest industry updates tailored your way.

JOIN TODAY!
  • RESOURCES
    • Advertise
    • Contact Us
    • Directories
    • Store
    • Want More
    • Submit a Press Release
  • SIGN UP TODAY
    • Create Account
    • eNewsletters
    • Customer Service
    • Manage Preferences
  • SERVICES
    • Reprints
    • Marketing Services
    • Market Research
    • List Rental
    • Survey/Respondent Access
  • STAY CONNECTED
    • LinkedIn
    • Facebook
    • YouTube
    • X (Twitter)
  • PRIVACY
    • PRIVACY POLICY
    • TERMS & CONDITIONS
    • DO NOT SELL MY PERSONAL INFORMATION
    • PRIVACY REQUEST
    • ACCESSIBILITY

Copyright ©2025. All Rights Reserved BNP Media.

Design, CMS, Hosting & Web Development :: ePublishing