React, Recognize, and Reassure: Coping With a Property Loss

Tuesday, August 09, 2016Lauren Penn

When a property catches fire or suffers any type of devastating loss, it can be life shattering. As stated by the National Child Traumatic Stress Network, losing one's home or property can lead to depression and elevated levels of distress, including post-traumatic stress disorder (PTSD).¹ As an account manager and brand ambassador I often communicate with clients who are in a state of shock. One of the first things I ask is, “Are you okay?” Understanding the emotional state will help me decipher how to best communicate with the client. After gaining this information, I like to implement the three R’s: react, recognize, and reassure.

Listening is critical when helping a client navigate through their property loss. This helps me to appropriately react to my clients’ circumstances. Heightened states of emotion are common, and sometimes I find myself working with clients who are overwhelmed and traumatized from their loss. Anger and self-blame require empathy and compassion. After all, it is not anyone’s fault – accidents happen.

After initial reactions of shock, disappointment, and anger, it is essential to help clients recognize what has happened and explain the necessary steps to recovery. This knowledge will help the property owner to cope and confront the various decisions that must be made regarding the restoration process. I make myself available to answer any questions regarding project details, insurance claim information, and any work the Rolyn team will be performing on their property.

"This system of reacting, recognizing, and reassuring is what allows me to connect with clients and serve them in the best way possible."

The final step in helping clients recover is reassurance. This is often the most meaningful step to keeping the client comforted throughout the project’s duration. I often tell my clients that Rolyn completes thousands of projects similar to theirs every year. I diminish any anxiety a client feels by reminding them that ‘everything will be okay,’ and ‘we are here for you.’ It is important for me to be patient and understanding. They have just experienced a life-changing event and are reaching out to be reassured that Rolyn will make things better.

According to NFPA , in 2014 there were 1,298,000 fires reported in the United States, leaving many home owners traumatized. This system of reacting, recognizing, and reassuring is what allows me to connect with clients and serve them in the best way possible. Being able to help the home owner behind the loss, as well as the property affected, is what makes Rolyn fit for any property restoration job.


About the Author

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Lauren Penn
Account Manager

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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