sanctuary when all you wanted was to
make a nice meal after a long day of work.
Not only do you suffer from the loss of
property, but there are unexpected guests
investigating the most intimate rooms
of your home. Can you think of a more
important moment in life when customer
service and trust was this vital?
Who an insurer works with or recommends to a policyholder matters. A recent
J.D. Power survey found that 31 percent
of Gen Y policyholders said they want
additional help in seeking a contractor,
but only 42 percent of those who contacted their insurers were actually able to
reach a live person when they called.
What if after a loss someone said, “I am
sorry to hear that. Do your best to stay
calm. Here are several contractors we’ve
worked with before. I can call XYZ restoration to come out and take care of you.
I work with Wes all of the time, and he
will make things better for you.” Can you
imagine all of the hassle and uncertainty
that you just saved your customer from?
Did you change the game of customer
service into terms of being a true hero?
You did in the eyes of that customer.
The same factors apply to helping a
policyholder find a repair shop after an
auto accident or temporary housing or
office space after a large loss. But these
companies must be vetted ahead of time
so that the agent or adjuster isn’t scrambling to find a service provider in the
midst of the loss.
In addition, this relationship goes both
ways. When the restoration company ar-
rives and first speaks with the customer,
they need to fill the other half of the cus-
tomer service glass. “I am so sorry for
your loss. I am glad that Mr. Smith from
ABC Insurance called us. We do a lot of
work for his company and he always takes
excellent care of his people. I know he
was very concerned about you and that’s
why I am here.”
Now we are no longer strangers, we
have set the tempo for what will be great
customer service from start to finish.
When the agent or adjuster and the ser-
vice provider have a good relationship,
all other aspects begin to fall into place.
Fast service, fair estimates, good com-
munication and speedy repairs are the
byproduct of a strong relationship with a
Restoration firms, auto repair outlets
and other service vendors frequently
spend more time with a policyholder
than an insurer or its personnel, but they
still represent the insurance company to
that insured. A professional partnership
between an insurance professional and a
service provider is a powerful thing for
customers and allows a company to dif-
ferentiate itself in the industry.
Take the time to interview restoration
companies, water mitigation firms, roofing contractors, repair shops and other
vendors to find those whose reputations
and values match your company’s the
best so the level of customer service provided meets everyone’s expectations.
Aaron Jacobs works for Compleat
Restorations and Compleat Environmental
Services in York, Pa. He is ASHE and IICRC
certified, and assists with infection control
for medical and special care facilities.
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