Customer service. The insurance companies are becoming less and less personal with their customers. Restoration companies are that personal presence that gives the customer peace of mind and high-level care for their home and for the loss they have experienced. Restoration will always be needed. Disaster strikes without permission and in many ways. The industry continues to grow and the need for specialized contractors will never go away.

Communication. Customer service is a strong attribute that restoration contractors provide with their everyday service, but like most industries, communication is still a pain point. Communication with our teammates, communication with the subcontractors and vendors, daily communication with our customers, and communication within our network of restoration support people to provide the best service for our customers in need. There are many tools, apps, communication programs, and great people in this industry that can provide improvement and fill gaps in how we communicate with each other and our customers. There is always lots of room to improve for us all.

My number-one goal in the industry is to help it grow. I truly believe that we make a big difference in our communities to provide a service that isn’t easy, isn’t planned and is strongly needed. Weather, accidents, trauma and nature are not going away anytime soon. I want to contribute to new systems, new processes, and utilize the latest and greatest equipment to make recovery for our customers faster, with the best results, and keep our strong field team workers and subcontractors safer and better supported.  

The growing and changing guidelines of the insurance companies seem to be one of the most difficult obstacles to navigate. Competitors that work directly within the new guidelines start to take work away from other restoration franchises and business owners that cannot be compliant with these guidelines. For those working with insurance, it is crucial to be knowledgeable and stay in touch with the different insurance carriers to understand their needs. I think now, more than ever, we are seeing how the world of insurance is becoming more and more digital and express. We need to stay vigilant to these changes and adopt new processes to accommodate their needs.