Sympathizing with the Restoration Client’s Emotions

Catastrophic fires and floods are one of the most traumatic events in a person’s life. Restoration contractors see the restoration client at their most vulnerable. They have lost everything they own. They lose their clothes, medications, their children’s belongings, family photos, heirlooms, and irreplaceable memories. Empathy goes a long way and can be the difference between a good job and a never-ending nightmare.

Many times, the cumulative loss easily irritate sane and friendly people. The people affected go through a lot of stress, from dealing with an overworked adjuster, to finding out the coverage is inadequate. Victims of damaged homes end up living in unfamiliar neighborhoods, perhaps away from friends and families. Families deal with stressors such as dozens of forced decisions they never planned to make.

Never Disrespect the Restoration Client

How does a Restoration Contractor find the way to repair without triggering anger? Keep the job sold. The restoration contractor shows immense empathy when they meet the distraught homeowners for the first time – until the job is sold. However, when the client signs the contract,the job becomes just another construction job. However, it is not to the family. The loss is a violation to them, their home, and their family.

Martin Woods of Restoration & Remediation Magazine was selling a large house fire. The ruined house collapsed into the basement. He stood with the homeowners in what was left of the living room. Woods was doing everything right to sell the job, but right before he was ready to ask them to approve the work authorization, one of Woods’ guys threw a cigarette butt down into the burnt debris of their former foyer. The homeowners did not say anything, but their demeanor changed and they did not approve the work authorization. The restoration workers lost a job because they disrespected their home irrespective of its condition.

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