restoration client management | iRestore Restoration Software

3 Ways Restoration Management Software Helps Build Customer Relationships

restoration management softwareWhen working in the restoration industry, customer service is essential to be successful. Customer service for restoration project workers and managers might include; developing a restoration plan that fits the needs and expectations of the client, handling questions, concerns, or complaints, showing empathy for damages and losses, communicating the status of the project, responding to issues when they arise and following up with client satisfaction. Customer service can encompass a number of situations and issues in business. Whatever the situation may be, customers feel more satisfied with the work that was done and the overall end result when they feel like they received valuable in-person interactions, with their restoration company, and satisfied customers should be the number one priority for restoration companies.

Restoration Management Software And The Customer Experience

There are ways to meet your customers’ expectations but if you want to stand out in your industry, you really need to go above the standard of expectation. iRestore is committed to helping restoration business owners manage their businesses successfully and that includes the customer relationship. Our restoration management software is designed to do so many things that can improve the internal workings of your business AND optimize the customer experience.

Here are 3 major ways that iRestore’s restoration management software can help promote an attentive and detailed customer relationship and help you succeed in your business.

  1. Get to know your customers. Understanding who you are working for and with, what their situation is, what their expectations are, and what they value will help you make sure your restoration work is tailored to their specific needs. Be prepared with answers to the most frequently asked questions, and when meeting with the customer for the first time be sure to ask what their specific desires or requirements for the restoration project are so you can make sure your plan aligns with their desired outcome. The more you get to know the customer, the more trust you build with them which means the more satisfied they will be once restoration is complete. The restoration management software allows you to keep notes for your contacts, contact them at the press of a button, and optimize your relationship with other professionals working on the job.
  2. Show empathy for the customer and their situation. Dealing with restoration is a high-emotion and high-stress job. Customers are often completely overwhelmed and devastated by the damage done to their homes and belongings, so being able to show empathy, compassion, and understanding for their situation is so important. Putting yourself in their situation and treating them how you would want to be treated when dealing with a disaster will help you to greatly improve the relationship you develop with customers and the service you are able to provide. Be mindful of this and use the restoration management software to provide quick follow up emails or phone calls and manage notes so that other techs on the job are filled in with all the information they need before they arrive on-site, and
  3. Provide prompt and accurate answers to customers’ questions. Most customers have not experienced a property disaster before, so it is natural for them to have questions, concerns, and feelings of stress related to the job. Using the restoration management software can help you lay out a plan for your customer so that they know what to expect, who to expect and when to expect it.

While these 3 tips may seem simple, they can make a huge impact on the customer service you provide. iRestore’s restoration management software makes it easy for business owners and their employees to pull up detailed information from their phones, ipads, or on the computer and to relay information to customers quickly and accurately. Request a demo today to learn more! 

Finding and Retaining Staff For Your Restoration Company in 2022

restoration company crmThe restoration industry is poised for continued growth this year; quality contractors’ phones will be ringing off the hook. Increased weather related damage, an aging inventory of residential and commercial properties, and better insurance coverages continue to create opportunities. Well positioned small, medium and larger companies have ample opportunities to find their niche in the restoration world.

As a restoration company, you may also face many challenges in the next year including material price increases, continuing supply-chain disruptions, and inflation. But the most difficult to tackle right now is labor.

Implementing a Restoration Company CRM

Lots Of Movement

People leave their jobs for a variety of reasons: a need for a better work-life balance, new career opportunities, higher pay, burnout, health and family reasons. And for customer teams, unfair compensation, unreasonable workload and inefficient tools cause frustration and dissatisfaction. 

The average rate of turnover among all companies in the US is almost 60%. More than half the workforce are either voluntarily leaving their jobs or being terminated; a quarter of all workers quit their jobs last year. This is 12% higher than 2019, likely a result of COVID-19-related layoffs.

And as the “Great Resignation” is expected to continue, restoration companies will continue to be challenged. In the latest report from The Farnsworth Group, 45% of residential contractors reported labor shortages in October 2021. This fourth quarter is expected to close with even more pressure to find good employees. The trades that require the most expertise and licensing will continue to be hardest to fill. So where will you look?  

Filling The Pipeline

Keep actively looking for new talent. Most restoration companies have trouble attracting candidates with experience. Trade schools have had decreased graduates due to less teachers and COVID restrictions. Your best bet is to look outside the usual circles for employees that can work your key hours. 

“The Skilled Trades Alliance,” “Rock the Trades” and “Bring Back the Trades” are organizations that promote and advance the trades. Get involved with other local organizations with an untapped talent pool: alternative high schools, moms reentering the workforce, veterans, etc.

Retain And Train Your Talent

What can employers do to slow attrition? Create a culture of improvement. New hires need hands-on experience to absorb skills while they train. Develop workshops, show them technical expertise, and give immediate and constructive feedback. Motivate and reward the experienced staff to mentor new employees.

Quality candidates realize that training in a solid industry is as important as current compensation; they are looking for stability and opportunity for future growth. A culture-rich work environment offers an exceptional employee experience for improvement. This mindset results in higher productivity, performance, and retention. 

Identify your most important teams and take targeted actions to support these workers. Create opportunities for all employees to be rewarded for profitable and effective suggestions that improve the customer experience. Ask them for best practices to improve the organization. Solicit feedback with open ended questions. Communicate the key findings to employees.

Then reward good ideas. Quickly turn insights into action that improve workflow. 

Providing superior tools and processes is another way to get those good performers satisfied. When the tools improve the workflow instead of impeding it, new talent can quickly get up to speed and your “high flyers” can soar.  

iRestore Restoration Management Software

Owners that can take steps to build and retain talented teams. You need more than good quality cleaning equipment, you need a plan. By maximizing your staff’s time and talents, key employees are empowered to build a successful restoration company. 

iRestore is a complete customer service management solution. We can help your customer service team members be more successful in their roles. Call us or request a demonstration of how you can set up an effective CRM for your restoration company.