Being in the mitigation business has its highs and lows and, if done correctly, can be extremely rewarding. This is where you can greatly impact the outcome of the entire situation and make a difference in the life of your client. You get to meet a lot of great people but, unfortunately, it’s on one of their worst days. Your first interaction with a new client often takes place when they are under extreme stress and don’t know what to do next. This is when you have the opportunity to shine and help your client get through a very difficult time.
Understanding Their Needs
The ability to show empathy towards your client will enable you to make a connection that can change their perspective on the entire experience. Making this emotional connection with the client will allow you to understand what is important to them and what is needed to make the experience positive. Taking the time to understand the client’s needs will help restore their peace of mind in a time of uncertainty. Even though it may be a routine day for you, it’s important to let them know that you care and understand how difficult this experience is for them.
Communication is another important area that is significant in creating a positive overall client experience. Most likely, this is your client’s first and only time they will go through a fire, water, or mold disaster. You will need to take the time to walk the client through every step of the job. Explaining the job from start to finish will not only answer any questions the client may have but also but also help them bring up any special circumstances or areas of concern. Making sure your client knows who will be in their home and when will keep any surprises from popping up.
There are many attributes that go into making a good mitigation contractor. It’s important to have the technical skills needed to perform the job correctly but possibly even more important to be able understand how to make the client feel comfortable and provide piece of mind.
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