Contractor Compassion

Thursday, June 01, 2017Jason Bolin
In an age of budget meetings, fiscal goals, and endless conference calls about profit margins and sales activity, we as property restoration contractors can quickly forget why we got into this business to begin with. The late Kurt Bolden once told me “Our job is hard. Yes, we want to make money but if we didn’t care about people we would choose another profession.”I took that to heart and treat each of our clients with the compassion they deserve.

Anyone who has worked with a homeowner that has gone through a life changing event should understand that emotional stress can, and often does, cause an emotional response. A fire can destroy personal belongings that were passed down for generations. Water damage can disrupt daily life and overwhelm an entire family’s normal routine. Trauma scene scenarios can have an even bigger impact as they are more personally sensitive and disruptive to one’s sense of security. As restoration professionals we must recognize our client’s pain and compassionately react to the situation and help bring peace back into their lives as well as their properties.

There are several ways to show compassion to a client’s situation and still complete the job on time, on budget, and with high quality outcomes. Compassion is a genuine sympathy for suffering that others are enduring and the willingness to ease that pain. There are several helpful methods when showing compassion.

  • 1. Listen to their story: Everyone needs a shoulder to lean on at some point in their life, especially if they have suffered a property loss. Showing genuine interest and letting someone express their frustration, anger and sadness can help them heal as well as help you understand their emotional state and needs.
  • 2. Encourage them: As a restoration contractor, we have seen some terrible situations. Share stories with them about past clients and their stories, and how we were able to help during a tough time. Making someone feel comfortable with the restoration process is a key element in gaining their trust.
  • 3. Be kind: The loss of property or personal possessions can be devastating. Even if the items were not monetarily valuable, they may have great sentimental meaning. Try to put yourself in their shoes and understand their loss. Do not be judgmental or dismissive of their feelings. Do not try to rush them into signing work authorizations or contracts when the time isn’t right.

Bringing care and compassion to any situation is helpful. In the restoration industry, it can mean the difference between someone who does the job and a successful contractor.

Sometimes, Contractors are held to time constraints, monetary limits, and high quality standards that too often take precedence over the client themselves. Unfortunately, the emotional state of the client can take a back seat to the agreed upon scope of work or pricing. Rolyn proudly puts clients first and actively makes an effort to gain trust.

About the Author

Jason Bolin
General Manager, FL

In a crisis, you need rapid response from a company with the skills and experience required to handle any type of disaster.

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Rolyn's PSA is a Priority Service Agreement that puts pricing, billing, and response logistics in place before services are needed. It allows you to make a decision about prices and capabilities before a disaster strikes, instead of in the chaotic midst of a disaster or emergency situation.