| Raising The Bar On Performance |
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When it comes to how you do your job, there’s always room for improvement. Let’s face it, even the best can get better. The question is always, how? We’ve identified some areas where you can raise the bar, most notably in overall job completion time in process, communication and overall quality of repairs. All of these drive increased client confidence in the program and customer satisfaction of the property owners/insureds.
In case you aren’t aware, our Performance Objective Management System (POMS) has been enhanced to focus on areas that can drive increased performance (see sidebar article). With that in mind, let’s focus on eight key areas of performance and what you can do to improve.
1) Don't delay! Complete the Contractor Connection process timely. In other words, complete the estimate and submit it. Remember, we have an expectation of three days on average to do so. Then respond to estimate revisions timely, and always set a reasonable but achievable target job start and target job complete date. We will report on how accurately the network sets and meets those targets. It speaks directly to setting expectations, communicating those expectations and meeting them. Start the job when you say you will start it, and be diligent in completing the repairs. Also remember, you are working in someone’s home, and they are anxious to get back into it. How would you feel if it were your home? And finally, remember to communicate changes to the schedule, and finish when you said you will finish.
2) Set clear expectations for property owners. Tell them when you will first arrive at their home, when you will you complete the estimate, when you can start the job, when workers will be at their home and when you expect the job to be complete. Some of these are givens, but they’re important in relaying a realistic timeline for the customer.
3) Meet the expectations you set for the homeowner. If you say the estimate will be done in two days, get it done and submit it to them by then. If you say the job will start on a specific date, start on that date. If workers and subcontractors are supposed to be on site working, make sure they are there. And if you say the job will be completed in 30 days, finish within 30 days. It seems simple enough, but it can make all the difference in customer satisfaction.
4) Communicate, communicate, communicate! If there is a delay in the estimate, tell the property owners. Let them know why and set a new expectation. If the job is going to start late, explain the reasons and set a new timeline for the property owner. Throughout the job, engage regularly with the customer about the work that is being done on their home and if there are any changes in the timing you initially gave them. Don’t let property owners wonder, “What’s going on?” Also, don’t let them take time out of their schedule to be at home to facilitate your work, only to realize your team hasn’t shown up on time or at all.
Also, ask property owners for feedback. Don’t be afraid to say, “How is my team doing?” or “Are we explaining the process, setting clear expectations and meeting those expectations?” And “What can we do better?” Sometimes the only way to improve is to know the specific areas in which you’re lacking.
5) Reduce estimate revisions and supplements. Get the estimate right the first time by following client instructions. Always read those instructions to ensure your team understands them. The link to the specific client’s instructions is included with each assignment. You can also reduce estimate revisions by writing the estimate according to client estimating guidelines and industry standard practices. Get a complete scope of the repairs and include what needs to be added, but no matter what, follow the guidelines.
Hidden damage happens, but it should be rare. When estimate revisions are necessary, respond to them quickly and get them turned around so the estimate can quickly move to the next step. Also, consider “quality” reviewing estimates being submitted by your estimators. Are there errors that you can catch and correct before the estimate goes to Contractor Connection or the client?
6) Make quality repairs. Ensure the proper work is done by your employees and subcontractors. Get the right people on the right jobs to maximize their experience and efficiency. Minimize shortcuts and do the job right the first time. Conduct reinspections yourself to ensure the job was done right. Ask yourself, “Is your team doing quality work?” and “Can you catch issues before the property owner catches them?”
If you put greater focus on these eight areas, you’re sure to gain higher customer satisfaction. Set higher standards for yourself and your team, and strive to meet those expectations. It’s all about raising the bar!
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