Let’s take some time today to talk about how to improve aspects of your restoration business (as well as your bottom line) through spending more of your time and money on training.
In the mitigation and restoration industry, there are so many moving parts to completing a job successfully that it simply isn’t possible to expect quality without a substantial amount of training for your employees, whether it is on software, production, and/or customer service skills.
While every business owner looks at their financial reporting and thinks about where their money goes each month, it is imperative to not just look at the number on each line and think that it lives in a vacuum. What I want you to consider today
Restoration has changed a lot over the past 30 years. At dinner with someone who was an estimator back in the 1980s, he recalled adjusters doing estimates by long hand and not trusting the calculator. Flash forward to Restoration today, and we are way past the calculator and into cloud-based Restoration Management Applications that are even available on mobile technology out in the field. The Restoration Industry has come a long way, and if you think it won’t keep moving, you making a costly mistake.
One of the questions we get asked a lot is, “how do I keep up?” Out answer is to generally start embracing and stop fighting technology. The lack of adoption of technology is generally an
A lot of restoration companies refer to “return on investment” as the amount of money they made on a specific job after all expenses were paid. While this is a great way to report on profitability at the job level, it’s a good idea to go a bit further and determine where your company is spending good dollars and bad dollars in terms of marketing, time, and division. By integrating your restoration management software with your accounting software, you’re able to determine the ROI for referral sources, marketing campaigns, employees, etc.
Know which division is paying your bills:
If you were asked to run a report of your gross profit on mitigation jobs in August that were a referred by
I had a client once who went through new staff every six months. As you can imagine, it was near impossible to help this company grow with that kind of turn over. As much as we tried, we could not help this owner keep a staff that was willing to work with him for more than 6 months. After each departure this owner refused to look in the mirror and see he was the problem. The more I work with Restoration Contractors, the more I notice the issue with keeping good staff, and the fault always tracks to the top. Here are a few themes I have seen lead to high turn over:
Lack of defined vision
Employees don’t know what
In a time where it is absolutely crucial to maximize the efficiency of anyone in your restoration business who is juggling various documenting and reviewing tasks, including in software such as DASH, as part of their job, it is critical to supply them with the tools necessary to increase speed and reduce frustration. While we’re sure that many of you have already done this, for those of you who haven’t we propose that you move to at least a two-monitor setup. Three monitors would benefit some workers, but there is more likely going to be additional expense for this beyond simply buying the monitor.
Here’s a brief list of the numerous possible needs for seeing combinations of multiple applications simultaneously which
Restoration Contractors have to be able to pick up and go at the drop of a hat to get out to a loss. In today’s world, being able to get the most information in the shortest amount of time is crucial to restoration contactors. Recent technology has allowed contractors to reach the world with their fingertips with tools such as cell phones, tablets, and laptops. More and more businesses, including restoration contractors, are doing away with paper files and even localized software, and they’re taking everything online.
DASH is web-based restoration management software that contractors can access at anytime and anywhere in the world as long as you have a way to connect to the internet, even from a mobile app.
Let’s talk about a task that usually ranks as one of everyone’s least favorite parts of a restoration job – any job, for that matter — sometimes even worse than dealing with a sewage back-up or mold. The seeming enemy of progress: the documentation of a job. Let’s face it – it’s a pain for all of us.
No one likes to do it – especially while wearing a lovely Tyvek suit or crawling in a crawlspace. Like it or not, it is one of the most critical aspects of a job, as most any restoration contractor can tell you a horror story about a time they lost a court case or wrote a check to pay for something which wasn’t
Everyone wants or should want to develop and maintain big relationships. Whether you’re trying to start a relationship with insurance carriers, agents, adjusters or property managers, the best practices are those not practiced by everyone else with the same goal.
The Standard Promise:
“We will provide your clients with a superior service, treat them with integrity, and greet them with a smile” is a statement that sounds lovely, but it’s like selling the power steering on a new car. Having something to differentiate your company from the competition will drive the conversation in the right direction.
A Value Proposition:
Transparency is something that’s easy to believe in but often difficult to deliver without the proper tools. Something like DASH View allows you to guarantee
Most Restoration Companies focus their staff’s training on the technical side of the business—Water Mitigation classes, Fire Cleaning classes, and so on. Technical job skill training is important, but don’t stop there. Your staff needs training in customer service, sales, and technology.
A company with excellent customer service is more likely to get repeat business from customers and have their customers refer them to their friends, family, and colleagues. You have one chance to make an impression on a customer, and a good impression could bring in a wave of new business while a bad one could shut the door to an entire group of people. Customers are more likely to spread bad news than good, as well, so it’s important
Dealing with change is something with which most people and organizations struggle. Even the most change-resilient companies struggle when big change is required. As someone who has been helping Restoration Contractors with change for over 10 years, I have come to see a few themes in companies that were able to deal with change successfully.
Start with Why
Most companies that don’t manage change well forget to explain to their staff why the change is necessary. Spending time discussing why your restoration company is making a big change will help people deal with the challenges all change can bring.
Most companies underestimate the process. They expect that a switch can be flipped and the change will magically happen. The truth is most