The Phone Rings And Then…

industry tips, restoration management, restoration management software

industry tips, restoration management, restoration management software

 

By: Lisa Lavender, VP of Operations Design

It is of critical importance that whoever is answering the phone in your restoration company projects soothing confidence to the caller who may have just experienced damage to their home, their business, their property or sometimes even worse…


The person who answers the phone may be having the very first impression of your company, and everything from tone to knowledge will have a direct impact on the confidence level the caller has in your organization from that point forward. In addition to giving empathy and evoking confidence and trust, we have to begin the process of interviewing. There is quite a bit of information necessary to effectively and efficiently deploy restoration services. A couple of tips to help you start strong when the phone rings:


1. Choosing The Right Words
Consider the use of a script and make sure that the person who answers the initial call understands their role and its importance. If using a script, choose your words carefully. It may not be best to have a default script that calls for an enthusiastic, “It’s a great day!” After all, someone may have had significant damage to their property, and their lives may have been drastically impacted. Likewise, the person who is taking the call should be prepared to answer a variety of questions and have the right information at their fingertips.

2. Classes and Training
It is extremely beneficial to invest in office staff’s technical training. By having some training in classes like water, fire, smoke, odor, mold, etc., they will have an increased level of confidence when assisting your customers. The customer will find their technical knowledge assuring. In addition, having technical knowledge will help with the gathering and communication of critical information in the rendering of services. Overall, this helps with the company’s efficient deployment.

3. “Decide What You Want From The Interview”

  • Facts and Information– Collect name, address, contact information, preferred method of contact, date and referral source. Make it protocol to get phone numbers immediately after the interview starts in case there is a disconnect for any reason.
  • Insurance Information– Collect carrier, adjuster, policy, agent and related contact information. Was this loss reported to the carrier? Is there a claim number? 
  • Loss Information– Collect the cause of loss, date of loss, extent of loss, types of materials affected and quantities of contents.
  • Other Information– This is any additional information that is pertinent to the loss or rendering of the services. It is good for all personnel to be trained to understand the concept of “meaningful contact.” All meaningful contacts should be documented and recorded. Examples can range from: “Beware of dog in rear yard,” to “A resident has a chemical sensitivity – review all products used with property owner before application.”

Read more on the art of interviewing the customer here.

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