Effective Communications for Success

Phillip Rosebrook JR, CR

Effective of Communications

Customer service levelsEmployee satisfaction ProfitabilityAdjuster satisfaction levelsLimit growth challenges

Opportunity

“The Art of communication is the language of leadership” James Humes

Biggest weakness in most restoration companies

Companies that can become exceptional can create sustainable competitive advantages

Organizational Communications

Internal EmployeesSubcontractors

ExternalClients AdjustersStakeholders

Client to CompanyFeedback loop and processDispute resolutionExpectationsComplaintsEmergency assistanceRecognition

Company to client

Formalize and systemize the processCustomer hand-offTheir role and our expectations

Internal ExamplesThousands of Employees surveyed by Business

MentorsBiggest frustration in most organizationEmployees don’t know where the company is

goingDon’t know their job description or more

importantly where the company is goingFeedback not consistent or lacking completely

External examples

Schedules and arrival time• Scope • Quality• Subcontractors• Completion dates

Too many assumptions

Employees know their jobClients are clear about he processCompany thinks job is completeCompany thinks the employees

understand

Why do barriers exist?

Thought they knewDidn’t think it mattered I was too busy Costs too much Takes too much timeHad more important things to doDidn’t think about it

A Challenge to consider

Become the best communication company in your marketplace

Create cheerleader customers through keeping them informed during the project

Understand the adjuster communication expectations and deliver

Create a team of passionate performers that love working in your company

What does that look like?

Internal External

Internal

Groups:Staff meetingsDivisional meetings

Individual

Staff Meeting AgendaGoals and vision New staffSafety and company visitsVictoriesCustomer cheerleadersAwards & recognitionDivisional updatesChallenges and expectations

Individual

No hallway business conversationsFormalize manager meetingsSet time and dayWritten agendaAt least monthly as often as weeklyGoal setting and action plan

Personnel Review Annual

Quantifiable measurements Non-Emotional Consistent rankings Recognize great performance Clear expectations and action plan

Quarterly Coaching assessments Consider shorter forms and ratings

360 Review

Non-verbal communications

Walk the talk Your staff is watchingHow do you treat your clientsWhat do you reward and celebrateWhat gets measured gets doneWhat do you do when no one is looking?

Non-Verbal

ZiglarBe – do – have

What kind of person are you?How do you spend company and personal

resources – what does your staff see?

Production issuesA successful job is the result of effective

expectationsPlanned and proactive

Internal Production

Proper scope of workTimeline expectationsProject quality expectations, scope and

materialsBudgetTimelineMaterials

SubcontractorExpectations for working with the companyPayment expectationsScopeBudgetMaterialsCommunication with client Customer service RequirementsDispute resolution

Client communication status quo

Client doesn’t careLet’s put our effort on quality and serviceIt is not importantWe are already busy - no time

Identify our expectations of the client

SelectionsAccessConcernsPaymentQuality control

A Crawford client example

We will communicate with the client in the method of their choosingEmailCallCell WorkHome

Client communication Brand and image3 A’sPaperworkVehiclesUniforms How should you dress?Warehouse and equipment

Pre-job How to communicate with the company Problem resolution Project goals Timeline Completion dates What the project will look like – what you are doing

and not doing Who will be on the job If start is delayed then call at least every week prior to

starting

During production Visit site at least once and often more likely Call customer several times per week during production Client paperwork Proper contract Schedule client inspections and stage sign off Selections Customer service calls Random spot checks by upper management Final notification of completion – make sure they think

you are done

Post production

QualityWarranty procedures Product informationReferrals and letter of recommendationWays to improve our serviceCollection expectations and their role

Adjuster clients

Timely paperworkFile notesDocumentation

Fax, email or phone

No complaints and peaceClosed filesNo surprises

Summary

If you can manage communication you will have tools for:Cheerleader clientsProfitsQuality controlStaff buy in and accountability Great company culture

Closing thoughtsTrustAccuracy HonestyProvide feedback Be a cheerleaderProactively manage your

communications