“Like it never even happened.”
It's easy to forget that no job exists without an existing problem that needed solved first. The better you are at solving problems, the more
successful you will be. If you’re around SERVPRO® Franchises, you will hear and see this statement "Like it never even happened.” The
essence of being a SERVPRO® is living out the mission of making every fire and water damage ‘Like it never even happened.’ We can't
turn back the clock to before the disaster that interrupted the life of our customer, but we can do whatever it takes to make it “Like it never
even happened.” This is the goal of every SERVPRO® employee and owner.
Every job starts with a person that has a problem. It may be an insured or uninsured problem. Regardless of coverage, solving our customers’ problem is the reason we, as a business, exist. If a customer calls for an
uninsured issue, the best thing we can do is help them find a solution. The key is to know what resources are available and guide the
customer to a resolution.
Within every problem, an opportunity exists to create more success. For instance, if a customer has no coverage for mold or backup, you
could just say ‘sorry’ hang up the phone and lose the customer. A better approach is to recognize and empathize with the situation and
direct the customer to a solution. If the solution you direct them towards is successful you may have the opportunity to keep and even sell additional business to that customer.
Take the time to know all the solutions our community has to offer and be the Hero your insured or neighbor needs you to be. Check out
our tip of the month for local resources.
Remember SERVPRO® is always “Here to Help®” make fire and water damage “Like it never even happened.”