5 Tips for Answering Emergency Calls

Our team has listened to HUNDREDS of calls from homeowners panicked because they’re experiencing some type of emergency water damage.

Some restoration companies handle these calls really well leading to high profit water jobs! 

While others…  Not so much.

AND THAT CAN COST THEM BIG TIME!

What we’ve learned from the companies that handle them well is that there are some best practices their team members ALWAYS follow!

To help you and your team provide the best possible service, we've put together five essential tips for properly handling emergency water calls from homeowners.



1. 
   Be Swift and Responsive: Time is of the essence during water-related emergencies. Respond to every call with lightning speed, aiming to answer within the first few rings. A rapid response reassures homeowners that they're in good hands.
2. 
   Show Empathy and Compassion: Homeowners facing water damage are likely to be stressed and anxious. Approach each call with empathy and compassion, making them feel heard and understood. Your caring attitude will go a long way in easing their worries.
3. Ask the Right Questions: Gathering the right information is vital to assess the situation accurately. Make sure your team asks key questions immediately, like:

• What's the extent of the water damage?
• Is there any immediate safety concern?
• What's the homeowner's address and contact information?

1. 
   Dispatch the Right Team: Based on the information gathered make sure you send the right technician and they have the right equipment to immediately start the mitigation process. This expedites the process and increases the likelihood of you getting the job.
2. 
   Overdeliver with Communication: Keep the homeowners informed throughout the dispatch process. Provide them with updates on the progress and expected arrival time of your team. Transparent communication builds trust and keeps them informed every step of the way.

By implementing these top-notch tips, you'll elevate your emergency call handling game and leave a lasting positive impression on your new customers.

Want to learn more on how we can get you more high value water jobs every week, just reply to this email and let me know.