Building Trust and Awareness with Homeowners in Restoration

Why communication, technology, and service define today’s restoration experience

On this episode of Ask The Expert, we’re joined by Holly Baldwin, Senior Customer Success Manager at DocuSketch. She discusses how we can build trust and awareness with the homeowners we serve. We discuss the importance of customer service and how going the “extra mile” has a lasting impact, leveraging technology, and developing partnerships.

Holly has been in the restoration industry for nearly 10 years, and she helps manage the largest franchise system within DocuSketch. She is passionate about helping customers grow their business by implementing key tools like DocuSketch into their day-to-day operations.

Key takeaways from this episode include:

Holly discusses the common misconceptions homeowners have about restoration contractors and how restorers can better educate and communicate with them.
We discuss the value of providing personalized, white-glove service to build strong relationships with customers.
Holly talks about talked about how 360 imagery can increase transparency and efficiency when working with insurance providers.
We share strategies for restoration companies to build trusted relationships and become the "first call" for insurers.
What you need to know about industry trends and the slow adoption of new technology and the need for more data and education to elevate the profession.

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Kayla McGowan is the Editor-in-Chief of R&R Magazine, with 10 years of experience in marketing and communications in the restoration and cleaning industry. She leads the editorial strategy for R&R and The Experience Events, creating content that informs and connects industry professionals.

Kayla holds a B.S. in Criminal Science and M.S. in Public Safety and Emergency Management from Grand Canyon University. She serves as Co-Chair on the RIA’s Marketing Committee.

Kayla is a Microbial Warrior®, a Certified Forensic Operator® and a High Risk/ High Level Decontamination Specialist™. Kayla is passionate about elevating the industry, is a food lover, enjoys spending time with her family, and embracing the outdoors.