Simple Onsite Scoping and Pricing for Restoration Contractors
Oct 15, 2024Introduction
Why are we still relying on estimators and complicated software when your lead techs can handle it all on-site?
Go with me for a minute.
Close your eyes and imagine this:
- Your crew chiefs responding to calls
- Onboarding customers
- Diagnosing issues
- Inspecting projects
- Providing preliminary pricing
All in one visit!
It sounds like a dream, right?
It’s how most home service industries, like plumbing and electrical work, operate successfully every single day. Restoration Contractors can achieve this too. By empowering your front-line heroes, you can build trust with customers and streamline your operations without the unnecessary overhead.
The Reality Check
The restoration industry has been duped into believing that we need a complicated, multi-step process involving estimators and extensive software like Xactimate. But this model creates bottlenecks that slow us down and frustrate our clients. When a customer calls for help, they’re not looking for a long, drawn-out process— they want solutions. They want someone to come in, assess the damage, and give them an idea of what it will cost to fix it.
This is where the traditional model falls short. By the time an estimator visits the site, the customer’s anxiety has likely increased. They’re left waiting, unsure of how long the process will take and what it will ultimately cost. This uncertainty can lead to mistrust and, ultimately, lost business. In contrast, when your lead techs can do all of this on-site, they can provide immediate feedback and reassurance to the customer.
Building Trust on the Spot
Empowering your technicians to scope and price on-site is not just about efficiency; it’s about building trust with your customers. When they see that your team is knowledgeable and capable of assessing their needs right away, they feel more confident in your services. This instant connection can turn a nervous customer into a loyal client.
Plus, think about the impact this could have on your bottom line. By cutting out the need for estimators, you’re eliminating additional overhead costs. That means more profit for your business. And in a competitive industry like restoration, every dollar counts.
How It Works
So how can you make this model work for your restoration business? It all starts with training your lead techs and crew chiefs to handle the entire process from start to finish. Here are the key steps:
- Responding to Appointments: Train your team to be the first point of contact. They should be prepared to respond promptly to customer inquiries, whether through phone calls or online requests. Being responsive sets the tone for the entire customer experience.
- Onboarding the Customer: Once they arrive on-site, your team should be trained to onboard the customer effectively. This means actively listening to their concerns and explaining the process. A friendly, knowledgeable approach will help put the customer at ease.
- Diagnosing the Solution: Equip your technicians with the tools and knowledge to assess the damage accurately. They should be able to identify the source of the problem and propose immediate solutions. This expertise will not only impress the customer but also help in establishing your company’s credibility.
- Inspecting the Project: Your crew should perform a thorough inspection of the affected area. This includes checking for underlying issues that might not be immediately visible. The more information they gather, the better they can address the customer’s needs.
- Creating the Scope: Based on their assessment, your technicians should be able to outline a clear scope of work. This scope should detail what needs to be done, the timeline for completion, and any necessary resources.
- Providing Preliminary Pricing: Finally, they should be empowered to give a preliminary price estimate right there on-site. This not only expedites the decision-making process for the customer but also demonstrates your confidence in your services.
The Results
If you implement systems and processes like this, you will see significant changes in how your business operates. You’ll notice quicker response times, higher customer satisfaction, and ultimately, increased revenue. Customers appreciate being treated with respect and having their time valued. When they see that your team can deliver answers quickly and efficiently, they’re more likely to choose your services over competitors.
And let’s not forget about referrals. Happy customers become your best marketers. When they share their positive experiences with friends and family, it creates a ripple effect that can dramatically expand your customer base. Check out our FREE Dartboard Marketing Course… delivered straight to your inbox. It helps you build a referral network where leads cost less than $5/ea
A Personal Experience
I (Klark) can personally attest to the power of this model. When I built a division generating $9-10 million a year, we implemented a similar approach, and it transformed our business. We empowered our technicians, streamlined our processes, and created a culture of trust and efficiency. This approach not only boosted our profits but also made our work more fulfilling.
Final Thoughts
In the crazy insurance focused environment that we find ourselves, restoration contractors must adapt to remain competitive. It’s time to embrace a new way of thinking—one that empowers your team and builds
trust with your customers. By cutting out unnecessary steps and complications, you’ll create a more efficient, profitable, and scalable model.
If you’re ready to open your mind and business to a better way of working, I encourage you to invest just one hour to learn more. Join Restoration Business Academy (RBA) for free. Sign up today and take the first step towards revolutionizing your restoration business.
Don’t wait—your future success starts now!
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