Why After-Hours Response Matters in Restoration

How live answering, responsive communication, and customer service impacts restoration businesses growth

On this episode of Ask The Expert, we’re talking about the importance of after-hours response and maintaining the human touch. Our special guest is Jane Blanchard, Brand and Marketing Director for ServiceForge. She focuses on shaping a brand built on quality, reliability, and outstanding service. Jane helps trade professionals and their businesses get found, booked, and paid with 24/7 live answering, scheduling, and payment tools that keep customer service human. In the restoration industry, there is no denying that the human touch goes a long way and leaves a lasting impression.

Key topics of discussion for this episode include:

Customers call restoration contractors during some of the most stressful moments in their lives. A live person answering the phone with empathy and professionalism helps establish trust and often determines whether the customer stays with that restoration business or goes to a competitor.
A consistent 24/7 answering and booking service allows restoration businesses to provide real human interaction at all hours of the day and night, helping their customers feel confident.
Missed calls can damage a restoration business's reviews and reputation. When calls are sent to voicemail, rely too heavily on AI, or are not returned promptly, businesses risk losing jobs, receiving negative reviews, and creating bad first impressions that are difficult to recover from.
Responsive communication builds long-term customer loyalty. Restoration contractors who answer calls promptly and communicate with kindness, empathy and professionalism often earn stronger reviews and improve their Google Business Profile performance.
On the commercial side of restoration, clients typically have less tolerance for delays in communication. A single missed call may be forgivable, but repeated missed calls can remove restoration businesses from vendor or supplier lists.
To avoid “no response” complaints, restoration business owners should prioritize visibility and responsiveness. Maintaining accurate Google Business Profile information, consistently requesting reviews and promptly answering calls and chats all contribute to stronger online visibility and search rankings.

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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.