Communication and Customer Service

1/4/2021 (Permalink)

In an industry like this, one of the most important aspects of being successful within it is effective communication and customer service. For a lot of people, they have never dealt with a water loss in their home. As a result, they know very little about the mitigation process or any insurance involvement, so they usually have a lot of questions and/or concerns. A technician could know everything about mitigation, but if he can not efficiently explain all of the finer details of the processes to a homeowner, then it can potentially create problems between the company and the homeowner. A lot of homeowners are eventually okay with everything if it’s all explained to them, but they do like to understand why you are about to demo and dry out their home. The same goes for other parties a mitigation company deals with, including insurance agents, insurance adjusters, and property managers. These parties like to make sure a mitigation company knows what they’re doing before any work is started and that things will go smoothly from start to finish.