Your iRestore is designed to gather and connect all the critical information on the job. It is of critical importance that all required information at the interview is gathered accurately and consistently. Upon setting up a new job in iRestore, information will be synced to all platforms: desktop, iPad and phone. When utilizing the tech wizard, the first step will be to verify the accuracy of the information on the new job. To create buy-in from your team, invest in explaining and create understanding of the value and importance of all the information. Consistency in gathering all information is of the utmost importance in linking data and getting the most out of your system through the following features:
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.
The phone rings and you are called to duty. Whether it is a new water loss, fire, or mold, you have been given the opportunity to serve and the opportunity to fulfill your mission as a restorer. As important as it is to deliver high-quality services in a timely manner to your new customer, we do so with the understanding that beyond each individual person you serve lays more opportunity. Consider the following:
Branding: The neighbors of the new customer will see your truck with your company logo and phone number. Everyone who sees you in action on the way to that job will be touched by your brand. Keep your fleet looking clean as they are out and about representing your organization; this will help lead to referrals from those in your community who “saw your trucks.”
A New Happy Customer: Once you have successfully served your new customer, you have a new fan. Consider the power of a new promoter of your organization. The following Harvard Business Review touches upon the concept of a Net Promoter and the power of developing the relationship:
Reviews: The Acquirly system is a great tool to engage your new Promoter to give you a raving review online, positively impacting your SEO and your credibility with the next potential new customer.
Referrals: Friends, family, and neighbors who have a disaster are likely going to hear from your previous customer regarding who they should call for help.
Other Relationships to Develop: Serving a new customer gives you the opportunity to build relationships based on credibility and trust.
Adjusters: Communication and well-documented loss information can help you build a foundation for a long-term positive relationship. Read more in the following article: Adjusters are People Too
Agents: Insurance agents are at times in the sphere of influence during an insurance claim. Serving a mutual customer is a great way to start or build a relationship.
Other: There are a variety of other contacts and interested parties that may be involved in a job that may lead to opportunities to build and foster relationships for future referrals.
HOW TO GROW YOUR COMPANY FROM ONE INITIAL “CALL”
To enjoy all the opportunity that lies within each loss and call, your team must consistently operate at peak performance in their service to others. Although there is not a simple formula to ensure this, the following is a list of things to consider:
Execution: There are processes and details that must be consistently executed and documented.
Moisture Monitoring and Logging
Equipment Tracking and Documentation
Communications: Effective and proactive communications are essential within the organization, both with those served and interested parties. There are a variety of means and preferences of communication in today’s world: email, phone, and text, to name a few. The expectations of those we serve regarding quality, quantity, and types of communications is a constantly evolving demand that must be met.
CRM: Managing and engaging the new positive relationships that were formed is necessary to enjoy all the benefits from the new customer, the new referral sources and the new opportunities that can be enjoyed from successfully serving.
AN AFFORDABLE SOLUTION TO MANAGE THE JOB, THE RELATIONSHIPS, AND THE COMPANY
iRestore is a restoration management software system that is affordable, user-friendly and designed by Restorers for Restorers. It is a solution to effectively manage the job from the time the phone rings until it is complete.
This software includes a fully integrated CRM that will even allow you to continually engage previous customers and other important relationships.
iRestore can help you realize The Value of the “Call” after the initial “Call”. Although iRestore will not be able to clean your vehicle, it can help you keep your fleet running and well maintained.
There are lots of moving parts in our restoration companies. For our operations to run smoothly, it is critical for everyone to know and execute their roles and responsibilities. It is equally important that there are accountabilities in place. There are many tools that allow us to operate with clearly communicated expectations: Standard Operating Procedures (SOPs), best practices, policies, job descriptions, and the list goes on.
On jobs, it is important that all job-related tasks are executed with appropriate attention to detail. Tasks necessary to execute a given scope of work should be assigned to a person who will ultimately be responsible for the execution and accountable to the organization and its purpose.
Photos are an important part of file maintenance for a variety of reasons. They are used as communication and reporting tools while also protecting your company’s interest. Specifically, the management of your photos within your operation affect the following:
With Insurance Carriers and Adjusters: Well organized photographs submitted in conjunction with your estimate will help you build relationships with the carriers and adjusters that you are working with. Read more here, Building Relationships with Adjusters.
With Insurance Agents and Other Interested Parties: By utilizing photos to communicate job progress and incorporate within reports, you will impress those you are working with on current jobs and you may have the opportunity to build long term relationships for the future.
Through Marketing and Social Media: The saying, “A picture tells a thousand words” still holds true and is more important than ever. Encourage your entire team to takes photos of their work and the team in action. Social Media, newsletters, blogs, presentations, and general marketing materials all look better with great pictures that will help engage potential customers.
Taking thorough photos of pre-existing conditions of both the structure and contents help protect your team and company.
Photograph general conditions and other factors that may affect the delivery of your services. For example, an open window on a hot humid day may affect your drying progress.
Properly Label Photos: The following is a list of photos to consider making part of your protocol.
Cause of Loss
Daily Meter Readings
Debris in Dumpster / Truck
Front Risk (Structure)
General Conditions and Other Meaningful Photos
Subrogating Factors (If Applicable)
Photos have become an important component of restoration management. It can be cumbersome and have an administrative consequence. iRestore was designed to accommodate and help you manage all of your job-related photos.