As we enter our 40th year as a SERVPRO franchise, I think to myself about the promise that we make to each and every customer.
We tell every customer that we are going to our level best to exceed every expectation that they have for our services.
The most important promise that I give is one that the head of State Farm Premium Service Program taught me many years ago....
Communicate, communicate, communicate!
Every project, be it water, fire, mold, etc. has it's bumps, changes, unforeseen developments and pivots.
What is crucial is constant contact and updates to the customer. Even when it may be a not so fun thing to relay. We know that talking with the client and explaining a "bump", the customer is reassured in our professionalism by our communication.
Building trust and repeat calls is built on Communication and Keeping the Promise!