In this Q&A with Scott Miller of 1-800 WATER DAMAGE, he shares key insights on the importance of communication with your customers, especially during hurricane season. One key takeaway is this: no matter the situation, customer communication is critical to and for your business, but during large-scale events it doesn’t take much for it to break down.

Consistent communication can make or break your customer’s experience, but during a CAT event like a hurricane, there is little to no room for error. For homeowners and business owners navigating damage, disruption, and claims, knowing what to expect and when provides the reassurance they need during a stressful time. Effective communication throughout the process builds trust, prevents problems and delays, and keeps your work moving forward. Here are a few tips that can help.
 

Why is communication one of the most important parts of the restoration process after a hurricane?

Communication is always important when you’re working with your customers, but it becomes especially critical after a CAT loss like a hurricane. Many times, customers feel confused and scared about the process let alone what will happen to their home and business, particularly when the surrounding communities may also be impacted. They may worry about being taken advantage of by unscrupulous contractors, and for many, this could be their first experience dealing with a property loss, let alone an insurance claim. Being upfront with everything and communicating consistently helps build trust with your customer and can avoid problems moving forward. Clear, consistent communication reassures them that help is on the way, which is especially important when local teams and TPAs may be overwhelmed with hurricane‑related claims.

What kind of updates should your customers expect once the work begins?

They should have clear information on the steps in the process before the ever work begins. While many understand the process logically, it can often feel very different once walls are opened and flooring is removed, particularly when damage is caused by storm‑related water intrusion. This is when regular updates become especially important. At this stage, your customers should expect updates on the drying plan for the property, what will happen to their contents, who is going to work in their home or business, how long is the drying process, whether they can remain in the home or business, and the overall timeline for returning the property to a livable and workable environment.

How often should a restoration contractor communicate about job progress during the drying and demolition process?

Your customers should receive updates at least once per day during the drying and demolition process. They need to know when your technician(s) plan to arrive, who will be in their home or business, and what the plan is for each day. All stakeholders (homeowner, business owner, TPA or adjuster) should also be informed immediately if anything changes or if any unexpected issues arise, which is not uncommon following a hurricane. At the end of each day, your customers should be updated on what was accomplished and what to expect next. As the dry‑out progresses, it is important to keep the stakeholders informed of overall progress and provide a clear timeline for when demo, dry‑out, and cleaning will be complete, and when the equipment will be removed.

What do “next steps” communications typically look like?

Your customer must be clear on what will happen next in order to move the project forward. This includes guidance on any required documentation, such as forms that must be completed, as well as when the initial scope and moisture mapping of the damage will take place. They should be informed in advance if additional testing, such as asbestos or mold sampling, is necessary, including an explanation of that process and the expected timeline for the results. Your customer also needs to know how and when their contents will be handled, along with key project milestones such as the start of demolition and the expected duration of dry‑out. It is equally important that your customer is informed on what documentation will be produced and submitted during the project, to ensure transparency during the billing process.

How can restoration contractors explain the technical processes in a way that their customer can understand?

It is important to remember that most customers have little experience with mitigation, which can feel overwhelming after a hurricane. For me, it starts with simply explaining and demonstrating how my moisture meter works and what I am looking for when I use it. When we let them know what materials we plan to remove, we tell them what is hard to dry and what could happen if we leave it wet. I do not try to explain vapor pressure differentials with my customers, I simply say “I am looking to make the air in here hot and dry like Arizona so we can get the water that will want to jump out of the materials.” We also explain protective measures in practical terms. I explain that demo and cleaning can release contaminants in the air especially after storm damage, so to protect your family’s health, and the health and safety of our crews, we will use HEPA filtration to catch the contaminants. It is best to assume they know nothing about what we do and keep it as simple as possible. If they need more specifics, they usually let us know. Our job is to make sure they feel informed, comfortable, and confident in the process without being overwhelmed.

Why are timelines sometimes adjusted as the work progresses?

The timelines can get adjusted when we encounter unexpected situations, which is common on hurricane losses. This can come from a customer who is limiting access to a building or not wanting something demoed that is recommended to be removed. We can also discover hidden materials that we are not initially aware of such as asbestos flooring hidden by a layer of LVT on plywood. We have also seen instances where multiple flooring layers have slowed the drying process, which can be amplified when structures take on large volumes of water, such as when there are two layers of subfloor. These are project‑specific situations that require a reevaluation of dry‑out techniques and or additional demolition to properly dry the structure.

How should your customer ask questions or raise concerns during the project?

Your customer should feel comfortable asking questions or raising concerns at any point during the project. We encourage open communication and want them to ask about anything we are doing, as well as the reasons behind it. To ensure consistent information, we typically direct all questions to the assigned project manager. The project manager has the most complete understanding of the job including storm‑related scope considerations and can provide accurate, well‑informed answers, whereas individual technicians may only be present for a portion of the project. It is important for your customers to understand that this is their property, and they ultimately have the final say in what work is performed. If they have concerns about a recommended process, we take the time to explain why it is necessary and what potential consequences could arise if it is declined. Our goal is to ensure they can make informed decisions with a full understanding of the situation.

What happens when communication breaks down, and how can it be avoided?

A project typically “goes south” when there is a lack of clear and consistent communication. Your customers lose trust in the work and in the contractors. At the same time, adjusters may assume that work is being done outside the agreed scope or without proper justification. This creates friction that often surfaces later during invoice review, where delays, reductions, or denials can occur, not necessarily because the work was incorrect, but because it was not clearly communicated and documented. This risk is compounded during large‑scale hurricane events.

On the rebuild side, communication becomes even more critical. There are often periods where there are no visible changes at the home while the project manager is coordinating with the adjuster, reviewing estimates, or awaiting approvals. These pauses are common after catastrophic storms. Without regular updates, your customers may feel forgotten or assume the project has stalled. To avoid these issues, consistent and proactive communication is essential.

How does transparency help build trust during an already stressful situation?

Transparency is one of the most important factors in building trust during an already stressful restoration project, particularly following a hurricane. When your customers are given a clear and honest understanding of the process, “warts and all,” they are far more prepared to handle the challenges that naturally arise. By setting expectations upfront, we eliminate surprises. When known stress points occur, such as noise, dust, or temporary pauses in progress, the customer is not caught off guard they recognize it as part of the process we already discussed. This reinforces confidence and shows that we understand the job and are in control of it.

Most importantly, transparency means accountability. If something does not go as planned or a mistake is made, we address it directly, communicate it clearly, and take immediate steps to make it right. Ultimately, transparency builds confidence, reduces stress, and strengthens the working relationship between the customer, contractor, and all parties involved.

What should your customers expect as the restoration process transitions from mitigation to rebuild?

The transition from mitigation to reconstruction is a critical phase in the restoration process, especially following hurricanes that impact large geographic areas. During mitigation, your customers often feel immediate relief especially when emergency services are performed quickly and decisively. Once the drying process is complete and the visible progress slows, that relief can turn into frustration as they wait for their home to be put back together.

To help manage this transition, we proactively introduce the construction manager to the customer, ideally at the time equipment is removed. This clearly signals that the project is moving into a new phase, with a different scope, timeline, and set of expectations. The construction manager works directly with the customer to review the rebuild process and discuss preferences.

Your customers should also be prepared for a potential pause between mitigation and rebuild. This is common after hurricanes and is often necessary to finalize scope, coordinate with the adjuster, and determine what will be approved and reimbursed under the policy. Clear communication during this transition helps set realistic expectations, reduce frustration, and ensure the customer understands both the process and their options moving forward.