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Effective Communications for Success

Effective Communications for Success. Phillip Rosebrook JR, CR. Effective of Communications. Customer service levels Employee satisfaction Profitability Adjuster satisfaction levels Limit growth challenges. Opportunity. “The Art of communication is the language of leadership” James Humes

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Effective Communications for Success

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  1. Effective Communications for Success Phillip Rosebrook JR, CR

  2. Effective of Communications • Customer service levels • Employee satisfaction • Profitability • Adjuster satisfaction levels • Limit growth challenges

  3. Opportunity “The Art of communication is the language of leadership”James Humes • Biggest weakness in most restoration companies • Companies that can become exceptional can create sustainable competitive advantages

  4. Organizational Communications • Internal • Employees • Subcontractors • External • Clients • Adjusters • Stakeholders

  5. Client to Company • Feedback loop and process • Dispute resolution • Expectations • Complaints • Emergency assistance • Recognition

  6. Company to client • Formalize and systemize the process • Customer hand-off • Their role and our expectations

  7. Internal Examples Thousands of Employees surveyed by Business Mentors • Biggest frustration in most organization • Employees don’t know where the company is going • Don’t know their job description or more importantly where the company is going • Feedback not consistent or lacking completely

  8. External examples • Schedules and arrival time• Scope • Quality• Subcontractors• Completion dates

  9. Too many assumptions • Employees know their job • Clients are clear about he process • Company thinks job is complete • Company thinks the employees understand

  10. Why do barriers exist? • Thought they knew • Didn’t think it mattered • I was too busy • Costs too much • Takes too much time • Had more important things to do • Didn’t think about it

  11. A Challenge to consider • Become the best communication company in your marketplace • Create cheerleader customers through keeping them informed during the project • Understand the adjuster communication expectations and deliver • Create a team of passionate performers that love working in your company

  12. What does that look like? • Internal • External

  13. Internal • Groups: • Staff meetings • Divisional meetings • Individual

  14. Staff Meeting Agenda • Goals and vision • New staff • Safety and company visits • Victories • Customer cheerleaders • Awards & recognition • Divisional updates • Challenges and expectations

  15. Individual • No hallway business conversations • Formalize manager meetings • Set time and day • Written agenda • At least monthly as often as weekly • Goal setting and action plan

  16. Personnel Review • Annual • Quantifiable measurements • Non-Emotional • Consistent rankings • Recognize great performance • Clear expectations and action plan • Quarterly • Coaching assessments • Consider shorter forms and ratings • 360 Review

  17. Non-verbal communications • Walk the talk • Your staff is watching • How do you treat your clients • What do you reward and celebrate • What gets measured gets done • What do you do when no one is looking?

  18. Non-Verbal • Ziglar • Be – do – have • What kind of person are you? • How do you spend company and personal resources – what does your staff see?

  19. Production issues • A successful job is the result of effective expectations • Planned and proactive

  20. Internal Production • Proper scope of work • Timeline expectations • Project quality expectations, scope and materials • Budget • Timeline • Materials

  21. Subcontractor • Expectations for working with the company • Payment expectations • Scope • Budget • Materials • Communication with client • Customer service Requirements • Dispute resolution

  22. Client communication status quo • Client doesn’t care • Let’s put our effort on quality and service • It is not important • We are already busy - no time

  23. Identify our expectations of the client • Selections • Access • Concerns • Payment • Quality control

  24. A Crawford client example • We will communicate with the client in the method of their choosing • Email • Call • Cell • Work • Home

  25. Client communication • Brand and image • 3 A’s • Paperwork • Vehicles • Uniforms • How should you dress? • Warehouse and equipment

  26. Pre-job • How to communicate with the company • Problem resolution • Project goals • Timeline • Completion dates • What the project will look like – what you are doing and not doing • Who will be on the job • If start is delayed then call at least every week prior to starting

  27. During production • Visit site at least once and often more likely • Call customer several times per week during production • Client paperwork • Proper contract • Schedule client inspections and stage sign off • Selections • Customer service calls • Random spot checks by upper management • Final notification of completion – make sure they think you are done

  28. Post production • Quality • Warranty procedures • Product information • Referrals and letter of recommendation • Ways to improve our service • Collection expectations and their role

  29. Adjuster clients • Timely paperwork • File notes • Documentation • Fax, email or phone • No complaints and peace • Closed files • No surprises

  30. Summary • If you can manage communication you will have tools for: • Cheerleader clients • Profits • Quality control • Staff buy in and accountability • Great company culture

  31. Closing thoughts • Trust • Accuracy • Honesty • Provide feedback • Be a cheerleader • Proactively manage your communications

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