Ultimately, all participants in the restoration response chain should be aligned in getting the property owner back up and running again in the fastest and most fair way, assisted by the trust and peace of mind that well-constructed automation provides.
The integration of an in-house call center is PuroClean’s latest service-minded innovation, designed to elevate the support it provides franchise owners and customers across the country.
In my role as a chief customer officer, I meet with a lot of contractors looking for ways to improve their business and I’m struck by how often certain phrases come up.
As the chief customer officer of a restoration technology company, I spend a lot of time talking about tech: how it increases efficiencies, streamlines processes, and ultimately gives restoration companies the power to improve their profits.
Emotional discounting is when we start abandoning business models and pricing structures and allow emotions to drive or impact our revenue, prices, and decisions.
Working in the restoration industry, our technicians know the importance of being prepared for the job they are responding to. What most people don’t know is our technicians have to be just as emotionally prepared as physically prepared going into a loss.
We are not counselors, but it is difficult sometimes when we are faced with a loss where a customer is clearly turning to us for that very thing. Setting expectations and remaining professional, yet kind, is the right course.
