Customer satisfaction is crucial in the restoration industry. While achieving customer satisfaction is often easier said than done, there are a few things our team at One Claim Solutions recommends you do to increase customer satisfaction and protect yourself from unhappy customers. One of these things is asking your customers to sign a Certificate of Satisfaction. In this blog, we’ll go through: what a Certificate of Satisfaction is, benefits of using it, and best practices around using it.
Certificates of Satisfaction are documents that customers sign that say they are satisfied with their contractor’s work. The document typically contains a prewritten statement saying that the contractor performed everything under the work authorization to the customer’s satisfaction. If the customer agrees with this statement, they can sign the certificate. If the job isn’t completed to their satisfaction, they can bring up any issues that need to be addressed to their contractor.
Certificates of Satisfaction also typically include clauses instructing customers to notify their restoration contractor within a given time period if they find any problems with the work in the future.
Restorers receive many benefits from implementing Certificates of Satisfaction into their standard operating procedures.
Certificates of Satisfaction help facilitate positive contractor-customer relationships. When restoration contractors ask customers to sign a Certificate of Satisfaction, it gives customers the opportunity to raise any concerns with the work and get them resolved.
If contractors are struggling to get either the customer or their insurance carrier to pay for their work, having proof that the job was completed to the customer’s satisfaction can help speed up the process.
Having a signed Certificate of Satisfaction holds contractors and customers accountable to each other and promotes good-faith interactions. Certificates of Satisfaction encourage customers to reach out to contractors directly for help if they find issues with the work. This can help resolve customer frustrations before they escalate to bad reviews, complaints to official boards, or lawsuits.
Certificates of Satisfaction provide protection for restoration contractors during many worst-case scenarios, like a customer lodging a complaint to the state board or filing a lawsuit against the contractor. Having a signed Certificate of Satisfaction acts as proof that the customer was satisfied with the work at one point and that they were encouraged to communicate with the contractor if they became dissatisfied. Having a signed certificate can drastically improve the chances of a favorable outcome for contractors during legal proceedings.
One Claim Solutions cofounder and restoration industry expert Josh Ehmke suggests two best Certificate of Satisfaction practices for restoration contractors:
For restoration contractors who are looking for more insight and coaching on how to best use Certificates of Satisfaction as a part of their restoration business, contact One Claim Solution. Subscribe to our newsletter to learn more about how you can use documentation like Certificates of Satisfaction to protect your business.
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!