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.
I recently reconnected with a business acquaintance I hadn’t spoken with in quite some time. I met him several years ago at an insurance conference and was very impressed with his company.
Have you ever been in a situation where you had too many customers calling for your services at the same time? Or, have you ever had too few customers asking for your services, so you wanted to select only those clients that would prove most lucrative?
Most people do not like change. While some forms of change can be exciting, most associate it with risk and uncertainty—especially project managers. Managing change in a project can be one of the most challenging aspects of the job.
