Whether you’re buying our disaster mitigation, restoration, or home services leads or generating your own leads, it’s important that you can manage the job and the relationship with your customers. We asked our good friend Lisa Lavender to talk about her restoration management software, iRestore.

Lisa Lavender is VP of Operations Design for iRestore and also serves as Chief Operating Officer and Co-owner of both Restoration Technical Institute and Berks, Fire, Water Restorations, Inc. With an extensive background in water and fire restoration services, she has been training other restoration professionals since 2012. The iRestore restoration management software has allowed Lisa to further expand her passion for helping restoration professionals succeed.

The phone rings and you are called to duty. Whether it is a new water loss, fire, or mold, you have been given the opportunity to serve and the opportunity to fulfill your mission as a restorer.  As important as it is to deliver high-quality services in a timely manner to your new customer, we do so with the understanding that beyond each individual person you serve lays more opportunity. Consider the following:

1. Branding: The neighbors of the new customer will see your truck with your company logo and phone number.  Everyone who sees you in action on the way to that job will be touched by your brand. Keep your fleet looking clean as they are out and about representing your organization; this will help lead to referrals from those in your community who “saw your trucks.”
2. A New Happy Customer:  Once you have successfully served your new customer, you have a new fan.  Consider the power of a new promoter of your organization. The following Harvard Business Review touches upon the concept of a Net Promoter and the power of developing the relationship:
   • Reviews: The Acquirly system is a great tool to engage your new Promoter to give you a raving review online, positively impacting your SEO and your credibility with the next potential new customer.
   • Referrals: Friends, family, and neighbors who have a disaster are likely going to hear from your previous customer regarding who they should call for help.
3. Other Relationships to Develop: Serving a new customer gives you the opportunity to build relationships based on credibility and trust.
   • Adjusters: Communication and well-documented loss information can help you build a foundation for a long-term positive relationship.  Read more in the following article: Adjusters are People Too
   • Agents: Insurance agents are at times in the sphere of influence during an insurance claim.  Serving a mutual customer is a great way to start or build the relationship.
   • Other: There are a variety of other contacts and interested parties that may be involved in a job that may lead to opportunities to build and foster relationships for future referrals.

How to Grow your Company from One Initial “Call”

To enjoy all the opportunity that lies within each loss and call, your team must consistently operate at peak performance in their service to others. Although there is not a simple formula to ensure this, the following is a list of things to consider:

1. Execution:  There are process and details that must be consistently executed and documented.
   • Checklists
   • Contracts
   • Moisture Monitoring and Logging
   • Scopes/Pictures/Notes
   • Equipment Tracking and Documentation
   • Tasks
2. Communications: Effective and proactive communications is essential within the organization, both with those served and interested parties. There are a variety of means and preferences of communication in today’s world: email, phone, and text, to name a few.  The expectations of those we serve regarding quality, quantity, and types of communications is a constantly evolving demand that must be met.
3. CRM:  Managing and engaging the new positive relationships that were formed is necessary to enjoy all the benefits from the new customer, the new referral sources and the new opportunities that can be enjoyed from successfully serving.

An Affordable Solution to Manage the Job, the Relationships, and the Company

iRestore is a restoration management software system that is affordable, user-friendly and designed by Restorers for Restorers.  It is a solution to effectively manage the job from the time the phones rings until it is complete.

This software includes a fully integrated CRM that will even allow you to continually engage previous customers and other important relationships.

iRestore can help you realize The Value of the “Call” after the initial “Call”. Although iRestore will not be able to clean your vehicle, it can help you keep your fleet running and well maintained.

Learn more about iRestore or request a demo at irestore.io.

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Lisa Lavender holds her IICRC Master designation in Water, Fire and Textile Restoration. She is a Lead Trainer, Chief Operating Officer and Co-owner of the Restoration Technical Institute, Reading, PA, a restoration/insurance industry training center and Berks, Fire, Water Restorations, Inc., Reading, PA, a full-service restoration and reconstruction company for more than 18 years. You can reach her at [email protected].