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Understanding Customer Needs in the Restoration Business

Understanding Customer Needs in the Restoration Business

customer restoration restoration business Aug 25, 2023

On the topic of what the customer really wants - its an outcome - rather than simply the products or services we offer. I talk with people every day about selling restoration services, and let's face it - we all have dehus, fans, and guys on trucks. What sets us apart is our ability to uncover what's truly important to our prospects and deliver on their needs. So, in this article, we'll explore key strategies for understanding customer needs in the restoration industry.


If you don’t know who I am, I’m Scott Miller, the owner of I’m making these articles to help restoration business owners get more profitable, reduce the chaos, and build something they can sell for a lot of money when they are ready to move on. I also am hopeful that you’ll watch this video and take action - even if it’s simply booking a call with me.

Catering to Agents' Needs

When it comes to selling to agents, it's important to go beyond the basics. Agents are looking for restoration partners they can trust, rely on, and confidently refer to their clients. We need to understand agents' priorities. They want excellent service, clear communication, and a seamless restoration process. By putting ourselves in their shoes, we can build strong relationships and become the go-to restoration company they rely on.

Addressing Adjusters' Expectations

Adjusters play a key role in the restoration process, and they have specific expectations when working with restoration companies. They need accurate estimates, detailed documentation, and timely responses. But it goes beyond that. Adjusters appreciate restoration partners who make their job easier by streamlining the claims process, providing transparent information, and delivering results that exceed expectations. By meeting their needs with professionalism and efficiency, we can become their trusted allies.

Meeting Commercial Property Managers' Priorities

Commercial property managers have their own set of priorities when it comes to restoration services. They want partners who understand their unique challenges and can minimize business disruption. Cost-effective solutions, quality workmanship, and exceptional customer service are important. By focusing on their needs, tailoring our services accordingly, and offering expertise in commercial restoration, we become the partner they rely on to protect their properties and reputation.

In the restoration business, it's not just about the equipment or services we offer. It's about understanding our prospects' priorities and delivering on those needs. By going the extra mile, building trust with agents, meeting adjusters' expectations, and providing exceptional service to commercial property managers, we can differentiate ourselves from the competition. Remember, it's about finding out what's important to our prospects and delivering on our promise. 

Thanks for reading, and if you want to learn more about how I can help you achieve these goals, book a call with me by clicking the link below.


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