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.

Restoration contractor setting expectations with customerShare 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.

Connor Trahan

Account Executive

Hi there! I’m Connor, the Account Executive for One Claim. My goal is to guide our contractors through the sales process, ensuring you’re equipped with all the information you need to make your decision and hit the ground running once aboard. We view ourselves as an extension of your business and I strive to make the process an enlightening and consultative one.
My career has primarily been focused in software sales over a few different industries but the last few years were spent helping general contractors solve similar problems to what we’re doing here at OCS! Outside of work, I love spending time with my family, cooking and boating during the summer months.

Nicole Liesenfelt

Director, Human Resources

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!

Elizabeth McGlone

Demand Generation Manager

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.

Alisha Yartzoff

Director of Contractor Success

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.

Eric Terry


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.

Cam Smith


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!

Dan Doud


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

Josh Ehmke

Co-Founder and General Counsel

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.

Jeremy Traasdahl


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!