iRestore | iRestore Restoration Software - Part 2

Tag: iRestore

Contracts and Legal Documents: A Breakdown

Posted on by iRestore

“The purpose of a contract is to establish the agreement that the parties have made and to fix their rights and duties in accordance with that agreement. The courts must enforce a valid contract as it is made, unless there are grounds that bar its enforcement.”

restoration management, restoration management software

Although contracts may not be the most fun part of running our operations, they are necessary to protect our companies, customers and business partners. They are also part of the legal landscape in which we do business. It is part of our everyday operations to execute a variety of contracts and legal documents during the rendering of our services. Some of our most commonly utilized contracts include, but are not limited to Emergency Service Authorizations, Repair Contracts and Certificates of Satisfaction. Since many contract laws are dictated by your state, it is advisable to have your legal documents reviewed to ensure compliance.

The following list includes some considerations to review in your day to day operations:

  • Right of Rescission: In many states there is a “Right to Rescind” a contract, which is often three days. When executing an Emergency Service Authorization, evaluate the need to also execute a Waiver of the Right to Rescind due to the fact that the services and completion typically happen immediately or within the time allowed to rescind.
  • Change Orders: This must be executed consistently on repair contracts or you may impair your ability to enforce and protect the company.
  • Waiver of Liability: It is good to have a template with some language ready so that the company is prepared to execute in a variety of circumstances that you may encounter in your day to day.

restoration management, restoration management software

 

  • Waiver for Water Losses: Consider giving access to a Waiver for Water Losses form that is ready to go during the monitoring process of your water loss. View a sample waiver for water losses here.
  • Subcontractor Contracts: It is important to have contracts with your subcontractors that establish a legal basis for responsibilities, expectations and liabilities in the execution of work with your company.
  • Employment Contracts: Review and evaluate the need for employment contracts and agreements.
  • Other Contracts: “Always read the fine print.” In the juggle of our fast-paced worlds, it is tempting to skip the step of reading contracts that we sign in their entirety. I can tell you from personal experience; it is best to read and fully understand all contracts that you execute.

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.

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

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