restoration management | iRestore Restoration Software - Part 9

Category: restoration management

Give The Team Understanding To Increase Engagement of Basic Functions

Posted on by iRestore

“Tell me and I forget. Teach me and I remember. Involve me and I learn.”
– Benjamin Franklin

 

industry tips, restoration management, restoration management software

 

It is not uncommon for company leadership to become frustrated by inconsistencies in our organization’s most basic functions. Everything from job documentation, to proper equipment placement or to putting a piece of equipment back where it belongs can create a tidal wave of inefficiencies and frustrations.

If training, procedures and expectations include the opportunity to engage and involve the team, it may increase engagement and results. This can be done by giving the team understanding. When we take the time to explain the value to the organization and the consequences of not doing something as prescribed, you give the gift of understanding even the most basic functions.

Sometimes things do not get consistently executed because the person who likely is continually reprioritizing the day may not realize or understand the importance of the task at hand or realize the consequence of not doing it right or at all. Our technology allows for ease of execution, but it does not replace the need to engage the team at a higher level to help give them understanding.

Check out this article I wrote for Restoration and Remediation Magazine on the importance of not letting technology replace the need for knowledge and understanding here.

A simple example is the failure to document one meaningful note in a job. The implication can be far reaching: Unable to answer a simple question when the customer calls, inability to tell the complete story of the job, implications to the billing, estimate, or collection of payment, and ultimately liability and vulnerability to the organization. Consider the fact that the item that was not documented could be regarding a pre-existing condition of a $10,000 area rug!

All of these issues may be avoided if the team consistently utilized their iRestore documentation system. In a matter of 30 seconds or less, it can be as easy as hitting the add job note button, hitting the voice record button and recording the note with voice to text.

Happy iRestoring!

Designed To Gather The Right Info – Consistently And Easily

Posted on by iRestore

industry tips, restoration management, restoration management software

 

Your iRestore is designed to gather and connect all the critical information on the job. It is of critical importance that all required information at the interview is gathered accurately and consistently. Upon setting up a new job in iRestore, information will be synced to all platforms: desktop, iPad and phone. When utilizing the tech wizard, the first step will be to verify the accuracy of the information on the new job. To create buy-in from your team, invest in explaining and create understanding of the value and importance of all the information. Consistency in gathering all information is of the utmost importance in linking data and getting the most out of your system through the following features:

  • Job Management
  • Contracts
  • Marketing and Relationship Development
  • Reporting Features

Read more about the iRestore job management features.

The Phone Rings And Then…

Posted on by iRestore

industry tips, restoration management, restoration management software

 

By: Lisa Lavender, VP of Operations Design

It is of critical importance that whoever is answering the phone in your restoration company projects soothing confidence to the caller who may have just experienced damage to their home, their business, their property or sometimes even worse…


The person who answers the phone may be having the very first impression of your company, and everything from tone to knowledge will have a direct impact on the confidence level the caller has in your organization from that point forward. In addition to giving empathy and evoking confidence and trust, we have to begin the process of interviewing. There is quite a bit of information necessary to effectively and efficiently deploy restoration services. A couple of tips to help you start strong when the phone rings:


1. Choosing The Right Words
Consider the use of a script and make sure that the person who answers the initial call understands their role and its importance. If using a script, choose your words carefully. It may not be best to have a default script that calls for an enthusiastic, “It’s a great day!” After all, someone may have had significant damage to their property, and their lives may have been drastically impacted. Likewise, the person who is taking the call should be prepared to answer a variety of questions and have the right information at their fingertips.

2. Classes and Training
It is extremely beneficial to invest in office staff’s technical training. By having some training in classes like water, fire, smoke, odor, mold, etc., they will have an increased level of confidence when assisting your customers. The customer will find their technical knowledge assuring. In addition, having technical knowledge will help with the gathering and communication of critical information in the rendering of services. Overall, this helps with the company’s efficient deployment.

3. “Decide What You Want From The Interview”

  • Facts and Information– Collect name, address, contact information, preferred method of contact, date and referral source. Make it protocol to get phone numbers immediately after the interview starts in case there is a disconnect for any reason.
  • Insurance Information– Collect carrier, adjuster, policy, agent and related contact information. Was this loss reported to the carrier? Is there a claim number? 
  • Loss Information– Collect the cause of loss, date of loss, extent of loss, types of materials affected and quantities of contents.
  • Other Information– This is any additional information that is pertinent to the loss or rendering of the services. It is good for all personnel to be trained to understand the concept of “meaningful contact.” All meaningful contacts should be documented and recorded. Examples can range from: “Beware of dog in rear yard,” to “A resident has a chemical sensitivity – review all products used with property owner before application.”

Read more on the art of interviewing the customer here.

The Value Of The “Call” After The Initial “Call”

Posted on by iRestore

The phone rings and you are called to duty. Whether it is a new water loss, fire, or mold, you have been given the opportunity to serve and the opportunity to fulfill your mission as a restorer.  As important as it is to deliver high-quality services in a timely manner to your new customer, we do so with the understanding that beyond each individual person you serve lays more opportunity. Consider the following:

  1. Branding: The neighbors of the new customer will see your truck with your company logo and phone number.  Everyone who sees you in action on the way to that job will be touched by your brand. Keep your fleet looking clean as they are out and about representing your organization; this will help lead to referrals from those in your community who “saw your trucks.”
  2. A New Happy Customer:  Once you have successfully served your new customer, you have a new fan.  Consider the power of a new promoter of your organization. The following Harvard Business Review touches upon the concept of a Net Promoter and the power of developing the relationship:
    • Reviews: The Acquirly system is a great tool to engage your new Promoter to give you a raving review online, positively impacting your SEO and your credibility with the next potential new customer.
    • Referrals: Friends, family, and neighbors who have a disaster are likely going to hear from your previous customer regarding who they should call for help.
  3. Other Relationships to Develop: Serving a new customer gives you the opportunity to build relationships based on credibility and trust.
    • Adjusters: Communication and well-documented loss information can help you build a foundation for a long-term positive relationship.  Read more in the following article: Adjusters are People Too
    • Agents: Insurance agents are at times in the sphere of influence during an insurance claim.  Serving a mutual customer is a great way to start or build a relationship.
    • Other: There are a variety of other contacts and interested parties that may be involved in a job that may lead to opportunities to build and foster relationships for future referrals.

HOW TO GROW YOUR COMPANY FROM ONE INITIAL “CALL”

To enjoy all the opportunity that lies within each loss and call, your team must consistently operate at peak performance in their service to others. Although there is not a simple formula to ensure this, the following is a list of things to consider:

  1. Execution:  There are processes and details that must be consistently executed and documented.
    • Checklists
    • Contracts
    • Moisture Monitoring and Logging
    • Scopes/Pictures/Notes
    • Equipment Tracking and Documentation
    • Tasks
  2. Communications: Effective and proactive communications are essential within the organization, both with those served and interested parties. There are a variety of means and preferences of communication in today’s world: email, phone, and text, to name a few.  The expectations of those we serve regarding quality, quantity, and types of communications is a constantly evolving demand that must be met.
  3. CRM:  Managing and engaging the new positive relationships that were formed is necessary to enjoy all the benefits from the new customer, the new referral sources and the new opportunities that can be enjoyed from successfully serving.

AN AFFORDABLE SOLUTION TO MANAGE THE JOB, THE RELATIONSHIPS, AND THE COMPANY

iRestore is a restoration management software system that is affordable, user-friendly and designed by Restorers for Restorers.  It is a solution to effectively manage the job from the time the phone rings until it is complete.

This software includes a fully integrated CRM that will even allow you to continually engage previous customers and other important relationships.

iRestore can help you realize The Value of the “Call” after the initial “Call”. Although iRestore will not be able to clean your vehicle, it can help you keep your fleet running and well maintained.

How Customer Reviews Will Grow Your Restoration Business

Posted on by iRestore

The Importance of Asking For Reviews:

How Asking Your Customer For Reviews Will Grow Your Restoration Business

By: Jeff Rooks, Content Editor at 33 Mile Radius

For the last seven years, 33 Mile Radius has generated exclusive water damage leads for restoration contractors. In addition lead generation, 33 Mile Radius also offers Acquirly, a review acquisition app designed to get contractors more positive reviews.

irestore, customer reviews, restoration management, restoration management software

 

Roughly half of all customers read reviews before hiring a restoration contractor and 85% of consumers said they trusted reviews just as much as a recommendation. Despite their importance, many companies still don’t have a strategy for getting reviews. While some assume customers will leave a review on their own, the majority of companies are not asking for reviews. The simple truth is you’re missing out on restoration jobs if you don’t have a strategy for getting more reviews.

Let Your Customers Advertise Your Business For You

Possibly the biggest benefit of reviews is that your customers are advertising your business for you. Whether it’s paid search or traditional mail marketing, you are probably running some advertising campaign. No matter how effective that messaging is, customers know that it’s coming directly from you. While you can make any claim you want in your marketing, reviews from customers build trust and add credibility to your business.

Reviews Influence Organic Search Rankings

Most customers with water damage will use a search engine like Google to find a restoration company. Since they are likely to call one of the top results, it’s important to rank near the top of Google search results. Crazy as it may seem, more reviews will actually help you move up in search rankings. Google, Bing, and Yahoo use many factors to determine where you appear in their search results. Reviews influence factors like engagement and trust, which in turn lead to more website traffic.

The Easy Way to Get More Reviews

We’ve had many restoration contractors ask us how to get more reviews and they are often surprised by the answer. While most assume that reviews are difficult to get, the simple truth is all you need to do is ask for them. In fact, 68% of customers will leave a review when asked. Asking for reviews should be part of your routine after finishing each job. Thank the customer for their business and ask them if they would be willing to leave a review of your services.

If the customer agrees to leave you a review, specifically mention the sites you’d like them to leave a review on. The process should be easy for your customer, so avoid asking them to post on sites that require them to create a new account. Most customers are likely to have either a Google and Facebook account and many will have both. Focusing on those sites is effective because most consumers are familiar with them. This also means more people will see those reviews.

Responding to Reviews Shows You’re Engaged

If you’ve claimed your Google My Business and are actively managing your Facebook page, you’ll get alerts every time you get a new review. You made an effort to get that review so don’t just ignore it. Maximize the influence of reviews by responding. Thank them again for their business and mention something related to their comment or job. While you’re responding to a previous customer, you’re actually influencing future customers. They’ll not only see you’re a quality restoration contractor but that you appreciate your customers as well. As we discussed above, responding to reviews will boost your engagement and improve your search ranking.

Dealing With Negative Reviews

Many restoration contractors thinking every review should be perfect, but a few negative reviews actually legitimize your positive reviews. If you only have good reviews, customers are likely to assume they are fake. While you should respond to negative reviews, avoid blaming the customer or starting an argument. This only validates their negative review and pushes customers away. The best way to reply is to apologize, even if you don’t think you did anything wrong.

Let them know you value their opinion and will be calling them soon to resolve the issue. While you won’t be able to resolve every negative experience, at least this moves the conversation out of the public eye. As long as your positive reviews outnumber the bad, there no cause for concern. However, a larger number of bad reviews could be signs of a deep problem with your employees or overall service.

Start Getting More Reviews Today With Acquirly

While asking for reviews is effective, the customer needs to remember to take action. That’s why we designed the Acquirly reviews acquisition app. It automatically reminds your customers to leave reviews and even directs them to your chosen review sites. Plus, Acquirly is easy for both your staff and customers to use. No matter the level of technical experience, asking for and getting more positive reviews has never been easier.

Just ask customers if they would be willing to leave you a review, then have them enter their email address and phone number in the Acquirly app. The app then sends them a request to leave a review. It will even follow up every five days until they respond.

Grow Your Restoration Business By Asking For Reviews

One of the easiest ways to grow your restoration business is remembering to consistently ask customers to leave reviews. Make sure you follow up when you get reviews and avoid arguing with customers. Whether you choose to use Acquirly or decided to manage your own strategy, asking for reviews will play a big role in getting more restoration jobs. From building trust with potential customers to increase your search ranking, reviews are a free way to market your restoration company.

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©2018 At your Service Systems, Inc | A Melior Website

Privacy Policy | Terms & Conditions | Site Map