Keeping the Restoration Job Sold

To keep a job, the Restoration contractor must show empathy in the beginning, the middle, and the end. You must honor all commitments. The contractor is in constant contact with the client and easy communication is necessary. Do not wait for them to call you, give them a call two or three times a week to put their mind at ease. When a problem arises, you must completely address it and resolve it as soon as you can. When a mistake is made, fix it and do not argue, make excuses, or blame anyone else. Apologizing is the sincerest way to show that you are going to prevent it from happening again. Additionally, properly handling mistakes is an opportunity to show professionalism.

However, some contractors argue that they cannot spend a lot of time holding their customer’s hand throughout the four to six month job. If you do not have enough time to address the issues on the front end, you do not have ten times the amount of time to address them on the back end.

All construction projects are and will be stressful. Construction is disruptive by definition and builders are in the person’s space from morning till night. The homeowners’ routines are upended, they are tired of eating out, and living in a space uncomfortable to them. They may like you personally, but they just want it to be over. They feel unlucky and that life is not fair to them. The Restoration Contractor becomes the symbol of that anger.

Restoration contractors see people at their lowest point. Therefore, a small misstep can explode into a tirade for no reason and we take it all. Understand that you are dealing with fragile people. Be as empathetic as possible and listen, listen, listen. Be their sympathetic ear and it can go a very long way. Do not make promises during the sale that you do not intend to keep during reconstruction.

Understanding the type of client and what you are dealing with is above everything else. Make them feel like they chose the right contractor.

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