Customer Communication – Why It Matters

7/22/2021 (Permalink)

The experience of any damage to your home and belongings can be traumatic and stressful. Whether you had pipe burst when you weren’t home to shut off the source, a fire started leading to flooding from the water that extinguished it or storm damage has diminished the integrity of your home or commercial building. All of these factors lead to potential mold growth and more problems if not treated properly.  We want to help you begin the healing and recovery process as quickly as possible to avoid further damage and try to save as much of your belongings as possible. We understand that when we arrive on-site you may be overwhelmed, and we want to make sure we do everything we can to help.  Recently, as part of a new customer service initiative, we have created Frequently Asked Question (FAQ) flyers to leave with our customers. The questionnaire is loss specific (fire, water, storm, mold, cleaning) and it answers some of the most common questions we encounter from customers after the initial on-site visit. We feel that it’s important for you to have something tangible to refer back to if you have questions during the duration of your cleanup and restoration.  We also assign a JFC (Job File Coordinator) to each job at the onset. Serving as your very own “customer concierge” they are your direct point of contact through the entire job process. They handle all communication with your insurance company and keep you informed of the job status as it progresses. We also utilize cutting edge technology, such as our DryBook Mobile that allows us to quickly and efficiently share electronic job diary notes and drying status reports with those who need them. Consistent, clear communication is key to ensuring a positive service experience and SERVPRO of Mobile County will be with you every step of the way!