There’s a lot that goes into being a good mitigation contractor aside from being good at cleaning up a mess. A good mitigation contractor must possess all the technical skills necessary to do the job but also possess the customer service skills needed to help guide the client through this extremely difficult time. Most people will only experience a disaster once in their life and the majority will not know what to do when something happens to their home. It’s important to train on the soft skills needed to communicate and build a positive relationship with the client.
First Impression
The First impression can set the expectations for the entire job. When a mitigation contractor makes contact with their client for the first time, they need to exercise empathy and compassion needed to comfort the client and walk them through the process of getting their home put back together. This “hand holding” is a very important part of the relationship between the mitigation contractor and the client. Understanding the different emotions your client will go through can help you know how to control the situation and keep everything running smoothly.
Soft Skills
When dealing with a major loss, the homeowner is often under extreme duress and can easily become frustrated if the smallest detail is off. Any additional aggravation can be avoided with thorough communication. If the client knows what to expect then they are less likely to get upset. It’s extremely important to take the extra time and explain the entire process to the client and answer any questions they may have about the job. Building this relationship from the beginning can help insure there will be minimal surprises during the process.
Of course, it’s important to continue learning the technical skills of being a mitigation contractor but it is just important if not more to be well versed in the soft skills. STOP Restoration is constantly training their employees how to be the best in the business when it comes to both technical and customer service skills.
