The Timeline of Successful Customer Communication During a Restoration Job

Restoration contractor communicates with property owner at start of job.

Often, customer communication can be the difference between a good restoration experience and a great restoration experience for clients. Strong customer communication strategies aren’t just about saying the right things, but also about saying them at the right time. If you’re a restoration contractor looking to improve your communication, here’s a timeline for what to communicate when, as recommended by OCS Contractor Success Manager Jake Scorse.

Beginning of the Job

Set Expectations

Few things are more important for contractor-customer relationships than setting expectations. “Set realistic expectations from the beginning because that’s going to pave the way for communication throughout the job and after the job,” Jake advises. “It’s all about building trust as early as possible.”

Set expectations about timelines and general outcomes. Make sure to share expectations for the cost, helping your customer understand that there is only so much you can project costs before a job is underway.

Be careful not to over-promise. Over-promising might make you look better in the short run, but in the long run, it will leave your customers more dissatisfied when you can’t deliver what you promised.

Establish Clear Lines of Communication

Make sure to provide your customers with a way to reach you with any questions or concerns. Having that clear line of communication established early on sets your relationship up for success and provides peace of mind for your customers. Assure your customers that you will keep them updated throughout the job.

Discus Billing & Insurance Processes

One of the most stressful parts of a restoration crisis for a property owner is navigating the payment and insurance process. Help your customers understand what they can expect. If you anticipate running into any hurdles with their insurance carrier, share your concerns with the customer so that they are prepared and can help advocate. 

If you work with any third-party billing or claims management companies like OCS, this is also a good time to inform your client about them. This prevents your customers from being caught off guard if the company reaches out to them.

During the Job

Progress Updates & Explanations

During the job, follow through on your promise to update your customer with the project’s progress. Help them understand in simple terms why you do each step. Educating the customer helps build their confidence in your work and trust in your relationship.

When your customer understands a little bit of the “why” behind your work, they are also more likely to back you up in the event of a dispute between you and their carrier. “You want your customers to feel confident in the work that you did and the communication that you had throughout the process so that they advocate for you with their insurance adjuster,” Jake explains.

Promptly & Transparently Communicate Bad News

In the event of delays or other unexpected issues, communicate them to the customer promptly and transparently. Jake encourages contractors to not only share the problem but also their solution. “Clear, proactive communication fosters that trust that customers need in contractors,” Jake says. 

End of the Job

Ensure Customer Satisfaction

At the conclusion of a job, do your best to ensure your customer is satisfied with your restoration work. Then, ask them to sign a Certificate of Satisfaction. To learn more about Certificates of Satisfaction, read this One Claim blog article.

Review Documentation

Jake recommends contractors review their documentation with the customer at the conclusion of the job. “Let them know that everything that [you] did is documented and is going to help [you] work with your insurance company directly,” Jake says.

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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!