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Why Investing in Customer Experience Can Catapult Your Restoration Business to the Top
When a customer is looking for restoration services, there’s a high likelihood that they aren’t in a good mood. Chances are they just lost their home, personal belongings, and will likely be displaced for months on end. Restoration businesses often overlook this, and fail to recognize that their customers need to be understood and listened to before jumping into the project details and potentially worst of all, payment.
This is where customer experience comes in. For far too long, the restorati
What the Restoration Industry Can Learn About Communication From a Hostage Negotiator
Why is communication so important? During our analysis of 1,000 bad online reviews in the restoration industry, we discovered that poor communication was the #1 reason why customers left businesses a 1-star review, and was mentioned in almost 40% of all complaints.
In this episode of The Five Star Restorer Webinar Series, former hostage negotiator and now owner of Conflict-Solutions, Gary McDougall, touched on how the right words, said at the right time, and in the right way, can be the differe
Employee Retention Strategies in the Restoration Industry
Employee retention is one of the most difficult challenges facing the restoration industry. Businesses with high employee turnover rates bleed money, and distract dedicated employees from being able to complete work on time and on budget. In addition, it becomes almost impossible to develop a strong, cohesive team culture when employees are coming in and out the door, which means effective teamwork is much harder and company morale is likely to be low.
It’s time to stop letting poor employee re
A Great Restoration Job with Bad Customer Service is A Bad Restoration Job
It's impossible to understate the importance of customer service - it plays the biggest role in how a customer views the work your business has conducted. As Phil Rosebrook of Business Mentors says, “Over 80% of how a customer determines whether a restoration contractor did a good job or not is based on their relationship with the people performing the work, and not the actual work”. That may be a punch to the gut for a lot of business owners, but if you think about it, it makes sense: you can
Your Ability to Handle Pricing Conflicts Can Make or Break You
How you handle pricing disputes with customers will define your business. Think about it: If things blow up with a customer who thinks you’re gauging them, it has the potential to create a ripple effect online and in their network that could sabotage future business.
Being an all-star in handling disputes and conflict between your team and your customers is like a badge of honor. Happy customers will leave positive reviews, and frustrated customers will have their problems resolved before they
The Most Common Problems in the Restoration Industry (From the Perspective of Your Customers)
If you had to guess, what do you think would be the most common reasons a restoration project fails? Delays? Bad customer service? A final invoice that comes in too steep? These are common answers from a restorer’s perspective, but a customer might have a very different opinion on the same subject.
If you want to be a 5-star restoration company, it starts with knowing what’s important to your customers. In our analysis of over 1,000 bad online reviews of restoration companies in the United Stat
3 Common Reasons for Project Delays & How to Mitigate Them
Project delays are common in every industry, but the impact they can have on the customer experience in the restoration industry varies. We wanted to better understand how many 1-star reviews online were due to delays, and we were surprised to find that nearly 17% of all 1-Star reviews left for companies on Google were due to frustrations over project delays; a significant portion of the 1000 reviews we analyzed.
3 Common Reasons for Restoration Project Delays
To help restoration companies
3 Ways Your Contractors Can Kill a Potential 5-Star Review
Most restoration companies, if they’ve been in business long enough, have been subject to a 1-Star, bad customer review. No company can hide from scorned customers leaving reviews online when they feel they haven’t received the service they felt they deserved.
We analyzed over 1,000 bad reviews left on Google for restoration companies across North America, and the lessons we uncovered prove that any one factor can nuke an otherwise good experience, but also that almost every issue is solvable.
Announcing: Delivering 5-Star Restoration Experiences E-Book
Why do restoration projects go off-the-rails?
That’s the question we asked ourselves, and the answer has huge implications.
Why Are Reviews Important for Restoration Companies?
When a business receives even one 1-star review online, it can lead to a 22% decrease in new business coming in. For the average $2M restoration business, that’s about $250k lost in one year, due to a single negative review.
Given the power customers have over how businesses are perceived online due to the prevalence
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