This is probably the most important topic that I am going to talk about on this blog. It’s the one thing that you can’t be ok at or even pretty good at.
You need to be the best at it.
The range of emotions that someone goes thru when they find themselves going thru a fire in their home is pretty intense. The will feel scared, angry, violated, vulnerable, depressed and confussed.
They might even feel all of these at once:(
This can pose a very intimidating sitiation for any Contents Restoration company to handle. That’s why it’s so important to have the right tools and capabilities in your tool box.
You and your team need to be willing and able to help your client not only thru understanding what to do next but how to do it. This takes compassion, understanding, patience and the ability to connect in a huge way with your client in just a few hours. Most of our fire jobs only last about 7 days. That doesn’t leave me or my team alot of time to build a close relationship with the homeowner. Yet that is exactly what we need to do so they feel comfortable taking our advise and allowing us the kind of freedom we need to get the job done.
The last thing you want is to find yourself in a situation with a homeowner that is suspicous of you and doesn’t trust you. If this is where the relationship is at from the get go, you might as well walk away from the job. It will save you and the client a lot of heartache later on.
Helping them handle the letting go process takes them trusting you and is just as much your job as helping them understand how to talk with their adjuster about the payment process of their claim.
I had the privilege of having Dr, Ned Hallowell, an expert psychologist on ADHD and ADD, tour our Mobile Clean Unit and talk with him about how we walk our clients thru the emotional side of a loss.
His feedback was really awesome!