We have all probably had someone at a
restaurant ask us “How was your meal?” with varying degrees of sincerity! I’m actually more convinced when the Manager
stops by the table and asks how the food & service was, but usually it’s at
a grand opening or a very expensive restaurant with the white linens.
Below is a conversation that I had with a waitress that illustrates how
customer care throughout a restoration process affects policy renewals!
Recently I was approached by a waitress
who was looking at the logo on my shirt and asked what ABCO did? During my explanation of what we do, she
began to share about a recent water loss she had in her home that was mitigated
by a national competitor. She shared about doors that had not been rehung
after repeated calls to their office. Most disturbing, were items that were
charged for that were not required, however when she inquired about those
charges they were quickly brushed off in a foggy/double talk. The items in question were quickly
rationalized away because they had done some very insignificant additional
tasks that in their imagination resulted in a wash of costs as far as they were
concerned. I urged our waitress to share
those concerns with her insurance agent and explained (THEY NEED TO KNOW!)
I would encourage you to have someone
in your office assigned the task of following up with your insured to see they
are being well taken care of by the adjuster and the contractor. In the case of
larger losses it would be great to check in on the progression of the work and
feel the pulse of your insured and their satisfaction with the quality of work
performed by the onsite crew & subcontractors. These small consistent actions will make for
an easier “policy renewal” when that time arrives.
“Keep us in the loop” are some of the
sweetest words to our ears because we know you care as much about customer
service as we do! You are the kind of
agency we want to SERVE and partner with.
Bill Wallis
Owner - ABCO Inc.
