FoCKED 010 Meeting Recap

We had a good discussion with local restoration contractors and insurance claim professionals at Aramsco (Tukwila, WA) for our 10th meeting of the Fellowship of Construction Knowledge and Entrepreneurial Development (FoCKED). Luke Draeger of Aramsco hosted lunch for those who were able to stay after the meeting concluded. ​

Annoucements:

• Next month we will be meeting at Reliable Contents Services (Tukwila, WA)
• Our August meeting will also be an informational meeting regarding SOCKTember 2022
• Quarter 1, likely February, we will be hosting the Restoration Industry Association (RIA) Regional Focus Group which will include an opportunity for a training course from the RIA library. Details: TBD. Location: Reliable Contents Services (Tukwila, WA) 

Resources:

• Article - Quantifying Property Restoration Mastery
• Article - Case in Illinois regarding an odd clause for arbitration exercised in a bad faith lawsuit for State Farm  
• Article - Gangs running emergency services in New York 
• Graphic - a sample metric (see below) for sales people from Micah Walje on LinkedIn

Discussion:
Our topic was "Contractors Discuss Developing Consistent Customer Service". 

• Book recommendations on this topic from Andrea Florescu - Gary V: The Thank You Economy; Frances Frei & Anne Morriss: Uncommon Service; Jay Baer: Hug Your Haters
• Clive reports for insurance claim history of a structure 
• "Inspect what you expect" if you want to see consistency from your teams
• Be sure that you provide a clear scope of work to set your teams up for success 
• Customers often make emotional decisions. It is important for the sales team to discuss the intangibles with the production team so that they can address those unique concerns of the customer 
• Sales and operations are often disconnected, must work to get them in sync in your business. One idea was to cross train team members so that they have a better understanding and respect for what others do for the organization. 
• Be sure that you are communicating with both partners, and/or all parties relevant to the claim, follow all communication up with emails to everyone involved
• You need real time documentation of all interactions with the customers and job progress so that everyone who is working on the project has the same information 
• Discussed various photo taking, labeling, and storage resources 
• Idea to record videos of your typical processes to help customers understand and remember the next steps in the workflow 
• If you have an issue that bothers you, formulate your ideas and submit them as an article to trade publications like C&R Magazine