Like any other industry, the restoration industry has its fair share of challenging customers. When restoration customers are frustrated with or distrustful of you, it can make your job as a restoration contractor harder. Today we’re going to discuss how to prevent and deal with challenging customer relationships.
An ounce of prevention is worth a pound of cure. That’s true both when it comes to restoration emergencies and challenging relationships with restoration customers. So how can you build a strong relationship foundation with your customers early on to make the relationship smoother throughout the restoration process? To Jake Scorse, Contractor Success Manager at OCS, building that relationship starts from your very first interaction with the customer when you’re first called out to their home. “Be as honest as you can be with the customer about what they’re actually dealing with,” he advises. While sugarcoating bad news can be tempting, it leaves the customer with false expectations and sets them up for disappointment down the road.
When you treat your restoration customers with respect, they’re more likely to return that respect to you. “Be respectful of their time and the stress,” Jake says. “Don’t miss appointments. Don’t be late. Don’t come unprepared. Be ready to answer their questions.”
When restoration customers don’t trust their contractors, it can make the whole restoration project painful, both for the customer and the contractor. “Everyone thinks someone’s trying to do a ‘gotcha’ situation to them,” Jake says. As the restoration contractor, it’s your job to prove to the customer that you’re on their side. Give yourself opportunities that allow you to prove that you’re trustworthy and honest. Communicate with them frequently, giving them a detailed plan. Then, follow your plan, and let them know if anything changes. When restoration customers are able to see you stick to your word consistently and be upfront with them about project progress, it slowly builds trust.
For customers that are distrustful about the restoration methods you’re using, take the time to explain to the repairs you’re doing, and why you’re doing them. When restoration customers know the reasons behind the approaches you pick, they’re less likely to continually push back.
Dealing with a property damage situation is a high-stress time for customers. “Most customers have never had to work through an insurance claim before and probably won’t again in their lifetime,” Jake says. “So there’s a reasonable amount of stress that comes with handling the damages and the claim process.” Try to keep this in mind as you interact with them. They’re probably not the best versions of themselves. Remain patient, respectful, and empathetic.
“It’s crucial for contractors to be able to adapt and find creative solutions to the problems that are both important to the job and the customer,” Jake explains. Not every job is exactly the same, even though they’re going to have lots of similarities. Don’t be afraid to think outside of the box to find solutions suited to the situation at hand.
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Hi there! I’m Connor, the Account Executive for One Claim. My goal is to guide our contractors through the sales process, ensuring you’re equipped with all the information you need to make your decision and hit the ground running once aboard. We view ourselves as an extension of your business and I strive to make the process an enlightening and consultative one.
My career has primarily been focused in software sales over a few different industries but the last few years were spent helping general contractors solve similar problems to what we’re doing here at OCS! Outside of work, I love spending time with my family, cooking and boating during the summer months.
Hello! I’m Nicole, and I’m here to champion for our employees, recruit for new talent, and impact culture at One Claim Solution. I find satisfaction in supporting a memorable employee experience and bring innovation, problem solving, and strategic view to the process. Nothing is more important than our people, and a healthy culture is my top priority! I have had the pleasure of building my career in various sectors, specializing in small to medium size firms focused on high-growth. My experience is centered around driving and implementing change, leading high-performing teams, and driving process improvements. I am excited to make an impact at One Claim. Outside of work, my family and I enjoy getting outdoors as much as possible to explore beautiful Colorado!
Great to meet you! I’m Elizabeth, and I’m the one behind all the emails and advertisements you’ve been seeing. As the Demand Generation Manager at One Claim Solution, my mission is to connect with contractors like you who need our services. I’m passionate about having an impact on others and I bring a wealth of experience in demand generation and marketing strategy to create moments of delight, curiosity, and education for you.
Prior to One Claim Solution, I had the privilege of building marketing departments from the ground up at companies in a variety of industries, including IT consulting, first protection, and healthcare. Personally, I love being outdoors, playing Dungeons and Dragons and board games, singing, and traveling.
Welcome! I’m Alisha, and I’m here to champion your success as the Director of Contractor Success at One Claim. With a passion for helping contractors thrive, I bring a wealth of experience in onboarding, customer service, and account management to ensure your journey with us is nothing short of exceptional.
Prior to joining One Claim, I had the privilege of scaling SMB and Enterprise Customer Success teams at fast-growing SaaS startups. With over six years of experience at companies like Mavenlink, Teamwork, and ServiceTitan, I honed my expertise in building high-performing teams and fostering proactive, consultative relationships. This background has equipped me with a deep understanding of the challenges faced by businesses like yours, and I’m dedicated to helping you overcome them.
Hi there, my name is Eric! I am the Chief Technology Officer here at OCS, spearheading our technical strategy. I have a background in computer science, graduating cum laude from BYU-Idaho with a Bachelor’s degree in Computer Information Technology.
Before coming to One Claim, I served as the Director of Engineering at Slingshot Technology, Inc., a company later acquired by WorkWave in 2021. My professional journey has spanned both emerging startups and established corporations, with a steadfast focus on cultivating high-trust, low bureaucracy teams and innovating technology using agile methodologies.
In my free time, you can find me flying drones, enjoying the outdoors, and spending time with my family.
Hello, my name is Cam, I’m the COO of One Claim Solution! I come from a management consulting background (Bain & Company) and hold an MBA from the University of Michigan. I have worked at a wide variety of organizations, from Fortune 500 to small-cap, in an equally wide variety of industries. I have over 15 years of experience in operations and strategic growth, and I have spent much of my career focused on developing high-performing tech-enabled service organizations through early stage and high growth phases.
Outside of work, my wife Brittny and I have four kids, ages 13 to 6. As residents of Mesa, Arizona, we love to ski and explore the national parks of the southwest!
Hello, my name is Dan, and I am the CEO of One Claim Solution. I am super excited by everything we are doing at OCS to be the market leading insurance billing specialist that advocates on behalf of our restoration contractors.
My professional experiences are predominantly corporate in nature. My career started at General Electric in finance and accounting. Immediately prior to joining OCS, I spent time as an investor at Bondcliff Partners and management consultant with Bain & Company. I also hold an MBA from the Kellogg School of Management at Northwestern University and got my BS in finance and accounting from Northeastern University.
Outside of the office, I enjoy spending time with my wife, two young children, and our family dog, Whiskey. We live in Charleston, SC and take advantage of the beautiful weather by spending as much time as possible outside at the beach or adventuring around town
Hi, I’m Josh! In 2016, I co-founded One Claim Solution with my partner Jeremy Traasdahl, and I serve as General Counsel of One Claim Solution. Working in the restoration industry, Jeremy and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to see our company grow and to advocate for our clients as general counsel.
Outside of my passion for helping the restoration industry, I enjoy spending time outdoors, fly-fishing, hunting, skiing, and coaching my kids’ baseball teams. I’ve been married to my amazing wife for 20 years and we have a beautiful family of 5 children.
Hey, I’m Jeremy! In 2016, I co-founded One Claim Solution with my partner Josh Ehmke. Working in the restoration industry, Josh and I saw contractors struggling to get paid quickly and fairly and we knew there was a need for change. We founded One Claim Solution to be this change and it’s been my privilege to lead our amazing team.
Prior to One Claim Solution, I started my career as an inside sales rep for Avnet, then moved to Pepsico as a district sales manager. Outside of work, I love spending time with my wife and four children, two boys and two girls!
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