How to Manage Customer Expectations as a Restoration Contractor

As a restoration contractor, it’s easy to get so caught up in the technical aspects of the job that you forget the equally important customer service aspects of the job. Setting expectations is arguably the most important aspect of cultivating a positive restorer-customer relationship. It can be the difference between grumpy, dissatisfied customers and happy, satisfied customers. From the experts at One Claim Solution, here are some of the things you should set expectations about with them and tips on the best way to approach these conversations.

Share Timeline Estimations

When a customer’s property is damaged, it interrupts their life. One thing that will always be top-of-mind for customers during the restoration process is, “How long is this going to take.” After you have conducted an initial inspection of the damage, share a restoration timeline estimation with them. Make sure your customers understand that the timeline is subject to change. “As long as you’re upfront with the process, then they know who to address when the process is being delayed,” OCS Cofounder Jeremy Traasdahl said.

Educate Customers About How Their Insurance Carrier Affects the Process

So many of the incorrect expectations that customers have during the restoration process arise from the customer not understanding the role their insurance carrier plays in the restoration process. Jeremy shared a common example. “I think that there’s a gap when you’re going from water mitigation demo to the reconstruction that homeowners are unaware of… You gotta write a scope to put the house back together, and then you have to get that approved. Carriers are notorious for taking a long time to approve those, and the homeowners are stuck with a house that’s been demoed until the adjusters are willing to get to the file.” If restoration contractors haven’t communicated with the customer about the insurance approval process, the customer is likely to blame the contractor for the holdup. By clearly communicating early on the ways that insurance plays a role in the restoration process, you can avoid a lot of misplaced frustration from the customer. Educating customers on their insurance’s involvement also helps them understand when they would benefit from reaching out to the carrier to advocate for themselves.

Set Expectations About Equipment Monitoring

Most restoration jobs involve bringing equipment into a customer’s home. Don’t forget to explain to them the equipment’s role in the restoration. Explain that it needs to remain plugged in to work properly and that you will be back to monitor it. While this might seem like an obvious expectation, clear initial communication surrounding equipment is an easy way to make sure it never becomes an issue.

Communicate Clearly When Unforeseen Obstacles Arise

While setting expectations with customers is crucial, unforeseen obstacles can always arise and throw a wrench in your plans. When this happens, it’s important to be available to your customer. “Answer your phone when they’re calling. If you’re not available, get back to them within a reasonable timeframe,” Jeremy says. “Being clear in your communication, good and bad, is better than non-communication.”

Get More Advice About Improving Your Customer Relationships

Setting expectations with your customers goes a long way, but it’s far from the only important part of building a positive relationship with them. Want to learn more about how you can improve your customer interactions as a restorer? Subscribe to One Claim Solution’s newsletter.