Effective Communications for Success

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