New this week for our weekly How-To’s powered by KnowHow, we learn how to resolve a client complaint.

Overreacting to water damage can lead to unnecessary repairs.

Our editor-in-chief Myldred Ingram gives a refresher in remembering the consumer’s standpoint in the restoration and remediation industry.

This is the year to take control of your business.

Listening carefully and communicating with clarity create a better process for all parties and help avoid issues.

The success of your water damage restoration business is dependent on the quality of work your production staff puts out and the feeling the water damage victim is left with after the fact.

Here are five ways to train and prepare your restoration employees to provide the best customer experience, both in their everyday work and after disasters.

In most cases when a home is damaged by a disaster, the homeowner(s) are already upset by the time the restorer gets there. The last thing a restorer wants to do is add insult to injury by doing or not doing something that could add stress or make the situation worse.

“In a crowded marketplace, it can be hard to cut through the noise and reach customers,” Josh Miller writes. “With a micro approach that focuses on how we can do our jobs more effectively, and a macro approach that communicates our expertise to the marketplace, we can all help promote the credibility and competence of the professionals in our industry.”

In this episode of Ask Annissa, Annissa Coy responds to the following message: “My customer is asking me for a guarantee of my work and for the removal of odor. … I don’t know how to answer this.”