8 Tips for Boosting Customer Satisfaction for Restoration Companies

Customer service isn’t just nice—it’s your most powerful revenue generator. Restoration companies that prioritize customer satisfaction are often the most successful, winning repeat business from adjusters and building a solid reputation. 

Needs are constantly changing, too. Keeping on top of policyholder demands can be a challenge, but by implementing a few strategies, you can ensure your restoration company is always at the forefront of quality service.

Let’s look at ways you can boost customer satisfaction, whether you’re working for insurance adjusters, as a subcontractor to other vendors, or independently with homeowners.

1. Provide Quality Work 

The most effective method to improve customer satisfaction is to produce results that clients are happy with. Well-repaired homes and expertly restored belongings will please customers, reduce adjusters’ settlement costs, and lead to repeat business from adjusters and homeowners alike.

If you’re referring repairs to a partner, like a restoration dry cleaner, ensure they uphold your standards. Your name will be attached to the results, after all. Some ways to ensure quality throughout your processes include:

• Establish rigorous quality control processes for every restoration project.
• Balance quality with speed and professionalism for an all-round positive experience for homeowners. 
• Invest in ongoing training for your team so they develop technical skills and keep up with industry best practices.
• Use premium, industry-leading materials and restoration techniques, or find partners that do.

2. Communicate Proactively 

Responsive communication is central to a successful business strategy. Being clear, accessible, and proactive in your communication helps foster trust and build relationships. Good relationships can develop into reliable sources of work. 

Keep your clients, like insurance adjusters, up-to-date on estimates,  repair costs, and complicating factors early on.  Clearly outline expectations and progress on your jobs.

If you’re working with others, like a restoration dry-cleaning partner, establish a high communication standard with them and expect them to work the way you do.  A good partner should communicate well with you, keeping you in the know on jobs you’re working on together.

You can ensure strong communication by:

• Being available across multiple channels, like phone, email, and SMS.
• Balancing professionalism with understanding. 
• Being clear and transparent about your processes, prices, and more.
• Holding other vendors accountable and asking for similarly clear communication from them.
• Consider having a hotline for emergencies or a direct line to company leadership.

3. Transparent Pricing & Estimates

People like to know how much they’re paying right from the start. Try to be as clear as possible in your estimates for a restoration job. If you’re working with insurance adjusters, giving them a clear price helps them set expectations for settlements and clear claims faster. 

Sometimes, surprises happen, or unexpected changes see estimated prices rise. Make sure you’re communicating this to your customers before you pass the final bill over so everyone understands the overall price and how the price got there. 

You should:

• Set a standard for estimating jobs quickly and transparently. 
• Provide a detailed explanation of potential additional costs and scenarios.
• Create a clear process for handling unexpected discoveries during restoration.

4. Effective Project Management

Every restoration company’s project is unique, and every client has different needs, concerns, and communication preferences. Tailoring your approach to different clients can help foster relationships that last for the long term. 

Providing a more personalized service is a vital part of winning repeat work. Depending on the size of your restoration company, some factors to consider include the following:

• Develop a system for rapid problem-solving and client accommodation.
• Provide personal cell phone numbers or direct communication channels for urgent concerns (a WhatsApp group can be a great choice!).
• If you work with vendors (to handle other textile restorations, like restoration dry cleaning specialists), then ensure they communicate clearly and adopt similar, pain-free project processes.
• Assign a dedicated project manager who becomes the client’s primary point of contact.
• Develop detailed client profiles that go beyond basic contact information.
• Maintain a CRM with up-to-date information on your pipeline, active jobs, network, and contacts at each company you work with.

5. Damage Documentation

Clear documentation is the cornerstone of a smooth, problem-free process. Whether you’re working directly with a homeowner or handling restorations for an insurer, transparent paperwork ensures everyone is on the same page. 

Some elements to consider include:

• Create comprehensive, easy-to-read estimate documents with clear breakdowns of costs.
• Use visual aids like charts or infographics to explain pricing structures.
• If you’re referring work to other partners, ensure they have similarly simple documentation and transparent billing practices.

6. Proactive Claims Assistance

 Navigating complex claims can be confusing. Be proactive in the way you work with insurance professionals, like adjusters. The easier you make the process, the more likely you’ll win repeat work.

Have clear and understandable documentation that outlines all that an adjuster would need to know. Photo documentation can be a game-changer.  The better your documentation and the simpler your process, the stronger your relationships with vendors and insurance adjusters will be. If you can find vendors that are happy to handle policyholder calls you might be able to lessen your workload and pass ownership of certain tasks to your partners.

 The goal is for all parties to feel comfortable working together and seeking help from the other should they need to.

7. Source Reliable Partners

Many restoration companies work with a handful of trusted partners to repair different types of materials. Having reliable, quality partners is essential to restorations going well. If your vendor produces shoddy work, you may end up footing the bill with an angry insured. 

Do your research and choose vendors that you align with. Pick a partner who:

• Produces quality work.
• Is clear in their communications.
• Values and understands your reputation and how their work is a reflection of it
• Works hard and fast. 
• Makes the claims process as smooth and problem-free as possible.

A quality vendor should be someone you feel comfortable representing you and someone you know will produce quality work every time.

8. Integrate Feedback 

A commitment to growth ensures you’re improving and staying ahead of the competition. Understand and learn from customer feedback and make changes if you need to. 

Consider reaching out to insurance professionals and partners for feedback on your processes and performance. Some other ways you can refine your methods include:

• Join an industry network and share advice and guidance.
• Attend industry events and meet other professionals in the industry.
• Promote a working culture that values learning and adaptation.

Satisfied Customers Lead to Repeat Work

By prioritizing quick, quality work and actioning these tips, you can ensure your business is focused on customer satisfaction. Build relationships with reliable partners you can confidently refer work to.

Find out more about the benefits of a referral partnership with Renewal Claim Solutions, the #1 restoration dry cleaning company in the country, or visit our blog for more information from the world of textile restoration.