Establishing a positive image is the first step tin ensuring that the client will have faith in the restoration efforts that follow. For this reason, a convening level of professionalism in appearance should be visible to all materially interested parties.
What influence the property owner’s first impression?
- Appearance of technician
- Technician’s greeting to client
- Positive communication skills
- Certification of company and of technicians
- Time management (arriving to job site on time)
The Restoration Process begins with the initial phone call to the client to schedule. When the technician arrives on the work site, documentation continues with the completion of the contract for the services to be provided in the home. The contract clearly states the agreement between the property owner and the restoration company. The form specifies who is responsible for payment and the terms of payment. The technician discusses these terms verbally to ensure that the materially interested parties fully understand that documents they are signing. The contract should be signed before the work begins.
The technician will then brief the client on the initial loss assessment course of action. The technician will need to remain patient during this process, as most property owners and or occupants are unaware of the steps necessary to complete the drying and restoration process. Many clients will assume the work can be completed in a short period of time, in may cases this is not true. The technician will need to set realistic expectations of the drying process with the client.
An important piece of documentation that relates to restorative process is the inspection and loss assessment. Information included in the initial inspection and loss assessment included:
- Identification and evaluation of health concerns and safety hazards
- Determination of the source of water intrusion
- Determination of the need to protect floor coverings and contents
- Determination of the extent of moisture intrusion
- Determination of the job scope
- Evaluation of flooring materials
- Evaluation of inventories and or content items
- Evaluation of HVAC system
- Assessment of other structural materials (walls, ceilings, etc.)
- Documentation of pre-existing conditions not related to the current loss
- Established drying goals (dry standards)
- Capture photos of loss
Record of Moisture Content
Following the initial loss assessment, the technician will begin documenting the daily records of moisture levels in the structure which will assist in communicating the importance of each consecutive step in the restorative drying process. This information is recorded daily for the duration of the drying process by the technician monitoring the job site.
The technician can help manage client expectations by clearly communicating the predetermined drying goals. The daily moisture record helps the client understand when to anticipate completion. Technicians build client confidence by ensuring that the finish line is understood, and progression is evident and can be tracked.
The technician will meet with the materially interested parties before restoration services are complete to review final documentation and sign an Acknowledgement of Certificate of Completion and Satisfactory form.
The technician will have other documentation, depending upon the scope of work. This additional documentation may include:
- Contents and personal property inventories
- Client refusal of service waiver
- Estimate and or invoices
- Subcontractor contacts
- Contact information for interested parties
- Customer responsibility form
- Sketch page
- Service report
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