One Claim Solutions co-founders, Jeremy Traasdahl and Josh Ehmke, joined other restoration industry experts from SuperTech University and Spot On Solutions on the Success Elevated Podcast to discuss how restoration contractors can master customer service and communication. Watch the full episode above or keep reading to see some of the suggestions they had for how to improve customer relations:
Your employees are your most valuable asset, so invest in them by training them. Set aside a few hours every week for training development and presentation. Training should address both hard and soft skills.
Training can also help improve employee retention. Lack of training is one of the top reasons employees leave companies during the first year. When that happens, “leadership failed them,” Spot On Solutions cofounder Derek Preece remarks.
Need help training your team? Check out SuperTech University’s training offerings on their website.
Setting up systems within your company is crucial to ensuring employee success and customer satisfaction. Eric Sprague, owner of SuperTech University, compares running a restoration company without systems to playing a game of telephone. When you implement systems, it’s easier to ensure your employees get the information they need. Some systems recommended on the podcast episode include standardized training and regular employee reviews.
Although setting up systems can initially feel painful and time-consuming, they pay off. “It can be difficult, but it’s even more difficult if you don’t have those systems in place,” Josh Ehmke says. Jeremy Traasdahl compares it to fixing a pipe–you’ll spend more time fixing a pipe’s holes than you will preventing the pipe from getting holes in the first place.
The podcast guests agree that good customer communication is the key to customer satisfaction. Eric Sprague points out, “The customer doesn’t know how to judge us on whether we’re good at doing the actual work… because they don’t know how to do it… They judge us on how they feel about it.” Mastering soft skills like customer communication helps lead to 5-star reviews and word-of-mouth referrals.
Katie Harris, co-founder of the digital marketing agency Spot On Solutions, recommends having someone who worked closely with the customer be the one to ask for a review. “What people want is that connection with the person they’ve been working with.” Technicians can even ask customers to mention them by name in the review. Getting more positive reviews, especially reviews that mention specific employees, is a great way to produce more business in the future.
Of course, there’s other ways to get business besides just referrals. More on that in our first podcast episode of the series. If you want to learn more about how to generate more leads for your business, reach out to the marketing experts at Spot On Solutions.
Navigating the relationship between customers, restoration contractors, and insurance carriers can be challenging since the interests of insurance carriers and restoration contractors can be at odds. Insurance carriers’ main focus is reducing their costs which can result in them pushing customers towards preferred vendors and trying to pay less than what contractors invoice.
The best way to get customers to back you up with insurance providers is to communicate frequently and transparently. For example, you can show them how you are using moisture meters to measure where their property is damaged. You can explain how your equipment plays a role in the total invoice amount. You can prepare them for what to expect during conversations with their insurance adjusters. Communicating transparently like this helps build trust with your customers.
If you want to learn more about how to get insurance carriers to pay you what you deserve, reach out to us at One Claim Solutions.
Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!
Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.
Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.
Welcome! I’m Alisha, and I’m here to champion your success as the Director of Contractor Success at One Claim. With a passion for helping contractors thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.
Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.
Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.
Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.
In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.
Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.
Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!
Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors.
My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.
Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town
Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.
Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.
Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.
Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!