Welcome to the 5th edition of the Blueprint. This month’s focus is on quality control within your organization.
Like all businesses, but especially true with restoration and remodeling companies, there are a lot of moving parts that can impact your day to day operations. How well you manage your internal processes and create checks and balances to ensure consistent quality in all that you do will separate you from your competition. As Contractor Connection Consumer Services continues to add new affinity partners to their client list, it is increasingly important to understand and differentiate the contractor instructions established by each client partner. Although many of the processes applied through the consumer service program are global, certain affinity partners may require something extra from you for their membership. Be prepared for these opportunities and strive to deliver satisfaction every time. Of course these are great problems to have, dealing with increased market share and growing your individual business!
As always, we value your feedback and any ideas or topics you would like to see featured in BLUEPRINT.
Enjoy!
Chip Bifano |
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Training Program
with David Lupberger
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Increase Win Rates
Contractor Connection has again partnered with David Lupberger and Remodel Force to present a weekly training series focused on increasing your win-rate with consumer service leads. For those that missed out on the last offering of this great series, I strongly recommend that you take full advantage of this valuable program.
We are partnering with and actively soliciting insurance company clients and affinity groups to market home improvement services to their policyholders and members. These companies represent over 20 million consumers! Consumer service leads provide you with the best opportunity to optimize the people, talent, and equipment that are already a part of your company.
David will host and facilitate a 4-part online program beginning April 11th, to assist members with obtaining the training they need to build a stronger, more efficient company.
The program cost of $79.00 includes 4 sessions for your entire company. More details including session dates are below. I hope to see you all online soon!
Learn More & Register Now!
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Profile Maintenance
The Dos & Don'ts
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Do: make sure your profile accurately reflects the services you are willing/able to provide. It reflects poorly on the contractor if notes in a new assignment indicate they can't provide service. This does sometimes occur but should not be a regular practice.
Do: pay close attention to the client when receiving a Consumer Service assignment. Ensure correct terminology is used when acknowledging the homeowner as these projects are not insurance related. For example, with our new pilot program with AAA Auto Club, we have seen more than one contractor mistakenly write in the notes referencing the USAA assignment.
Don't: upload $0.00 estimates on any Consumer Service program assignments.
Don't: update the workflow control points until positive contact has been made with the homeowner.
Do: keep the notes up to date with accurate information. This is extremely helpful and reflects very positively on your company. |
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Call for Field Photos
Showcase your work
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Periodically we will showcase a photo series from the consumer services field. Did you face a unique set of challenges, a huge project, a remarkable remodel?
Send us your remodel before and after pictures with your company name and a small explanation of the job.
Then check next month's issue of "BLUEPRINT," the Consumer Services Monthly Update, to see if your photos were featured.
Thanks to those companies who have submitted photos and had their work featured.
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Myth
Contractors are required to offer credit card payment as part of the consumer program.
Fact
It is not a requirement, but most consumers have an expectation that consumer facing businesses accept credit cards.
Myth
USAA Consumer assignments should be written like any other USAA estimate.
Fact
USAA Consumer assignments should be written to the specifications of the USAA Consumer Services Contractor instructions. This is especially important when considering base service charges.
Remember: the scope for remodeling should be to the client’s specifications and not for like, kind and quality as a typical insurance estimate.
Myth
USAA adjusters approve consumer assignments.
Fact
USAA adjusters do not have access to consumer assignments and therefore do not approve or even have the ability to view the estimates. |
Consumer Services Leaders
Each month we highlight the companies that are realizing their potential
in the Consumer Services program.
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Heavy Hitters
(YTD)
Most Jobs Sold
Lone Star Roofing & Construction Inc. (TX)
10
Jordan Restoration Inc. - Harper (TX)
9
Shamrock Restoration (VA)
7 |
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Big Wins
(March 2013)
Largest Single Job Sold
Jordan Restoration Inc. - Harper (TX)
$50,191
Paul Davis Restoration / East King County (WA)
$40,287
Ryan & Ryan Construction Inc. (CA)
$33,038
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The Closers
Highest Job Close Ratio (Min.3 Jobs Sold)
Griffin Fire & Water Damage Co. (TX)
75%
Belfor USA Group - Phoenix (AZ)
75%
Harvinstone, LLC (GA)
75%
Halladay Brothers Construction (CO)
72%
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