Understanding the Restoration Client: Emotions, Expectations and Keeping the Job Sold

When you spend day after day working in an emergency service such as water damage restoration, the work you do can begin to feel commonplace. Tearing out soggy drywall might be just another day in the life for your team, but it is anything but normal for your restoration clients.

When a property owner experiences a large flood or a catastrophic fire event, it is a once in a lifetime event and perhaps one of the most traumatic experiences of their life. Maslow, a famous psychologist who studied what humans need the most, named safety and shelter as one of our basic human needs. Mess with a person’s home, and you should expect to see them at their most vulnerable and insecure.

From the moment you speak with a property owner, whether it be a phone call or during an inspection of their home, remember that you can be hero or you can be the person who made the worst day of their year even worse. At times, it may seem a property owner is overreacting or letting their emotions get the best of them, but never forget what they’ve lost, whether that be their clothing, family memorabilia or their medications.

Ultimately, keeping the job sold will rely heavily on your ability to be empathetic and compassionate when you interact with the property owner. In water damage restoration, we are in the business of repairing homes and interacting with emotionally frayed people. Our role in the job is to get the job done and to be the patient and level head in a really unfortunate situation. As a result of their situation, property owners may be short tempered, have unrealistic expectations or be hypersensitive to joking or sarcasm. Handle each client with care, working hard to understand their circumstances and to proceed with sensitivity to the stress they are experiencing.

At More Floods, we can connect you with the resources you need for great communication with your clients. To learn more about becoming a member, click here or call 1-866-667-3356.

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