Success is based on building good relationships with your customers. Your technicians are the instrument, but also the face of your company. While they likely take a practical approach to restoration and cleanup, they also need good communication and customer service skills to interact with your customers. Developing a restoration training plan is the easiest way to develop their skills.

Water damage restoration is almost entirely customer service. While that does mean performing quality work, it also means communicating effectively with your customers. Your customers are less likely to have an issue with your work if you have good communication skills.

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Despite changes in marketing, water damage and disaster mitigation still remain predominantly phone-based services. But are you asking qualifying questions when you answer the phone?

The Value of Asking Qualifying Questions

One of the biggest mistakes we hear on calls is waiting too long before asking qualifying questions. We’ve seen calls run fifteen, twenty, and even thirty minutes long. While these customers likely had plenty of questions, talking about a job you can’t see isn’t helpful.

While you should answer questions, the goal should always be to set the appoint. In our experience, the longer you talk the less likely you are to book the job. By taking control of the conversation early on, you have a better chance of either setting the appointment or getting off the phone so you can take another call.

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You’ve undoubtedly had customers call you asking for another company. While you could tell them they called the wrong number, you are missing out on a job opportunity. By being proactive on the phone, you will be able to convert a few cold leads into jobs.

Why They Are Asking For Another Company

There are two main reasons a caller is asking for another company.

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One of the most common arguments against using lead generation companies is that you aren’t building your brand. True, lead generation companies typically don’t advertise your business directly. However, you can definitely still build your brand while using a lead service.

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Due to nature of water damage and disaster mitigation, you can’t predict when customers will call. There will be times when you’re working a job and get a call about another. Good organization and communication skills are the keys to prioritizing multiple jobs. Whether you’re an owner-operator or are operating several crews, these skills will keep all of your customers happy.

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Referrals are the most trusted form of advertising, with 84% of consumers trust referrals from their friends, family, and colleagues. Also known as word-of-mouth marketing, referrals have a level of authenticity that is unachievable with traditional marketing and advertising because there is no sales pitch or agenda.

This should go without saying, but you absolutely must do a good job before asking for a referral. If your customer is unsatisfied with your service, asking for a referral is only going to make matters worse.

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Phone calls are the life’s blood of most disaster mitigation businesses, but do you know how to effectively convert those calls into jobs?

Adi Klevit from Business Success Consulting Group and Drew Johnson from 33 Mile Radius present this free webinar on best practices for phone calls.

They explain why excellent phone skills are important to landing the job and how to implement an effective process for converting more calls into jobs.

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Do you know how to effectively market your restoration business in today’s complicated digital marketplace? Do you know where your company ranks in local search results? If you don’t, you’re definitely missing out on jobs.

Research Technical Institute and 33 Mile Radius present this free webinar about how water damage marketing can succeed in a multi-channel marketing world.

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Are you missing out on water damage jobs because you aren’t taking advantage of your smartphone? Your phone is loaded with apps that easily allow you to connect with your customer and market your water damage and reconstruction services.

You have one of the most powerful marketing tools sitting right in your pocket, make sure you’re using it. From setting up your services to communicating with customers, make sure you have and use the right apps to grow your business. Don’t miss out on customers because your competitors are better equipped to connect with them.