Using questions to work through objections

The DYOJO Podcast 
The Power & Practice of Questions 
Season 3, Episode 82  

Contractors who specialize in navigating insurance claims, know that the process can be contentious. In this episode, we discuss mindsets and habits that can assist you in achieving better project outcomes. 

• According to Merian-Webster, to negotiate means to, “Obtain or bring about by discussion.” 

Business is a negotiation. If you take the carrier out of the equation, you are often negotiating with your clients. Part of a successful negotiation is clearly defining the scope and expectations of the project so that you can accurately bid the cost of materials and labor.

If the carrier is paying for the work, they have the right to ask whether the scope has been accurately presented and thoroughly supported. The second meaning for negotiating is to, “Find a way over or through (an obstacle or difficult path).” 

You can view the adjuster as your adversary, but assuming so from the get-go only gives them one option - to be adversarial. Or you can proceed with the mindset to attempt to understand their position, in light of The Claims Standard, and find a means to reach a mutually agreeable outcome. 

Our primary guest is Steven Patrick of Level the Playing Field. He shares several insights that help contractors develop a framework for working through the claims process. These concepts, also are applicable to instances of resistance between contractors and customer.

• Listening to understanding someone else's position 
• Using questions such as, "Have you ever considered this?" 
• Explaining and justifying our legitimate observations
• Utilizing credible third part sources
• Ensuring our scope is legitimate and reasonable 

Our discussion includes shout-outs and/or appearances by these guests:  

• Steven Patrick 
• Ed Cross
• Mathew Allen
• Ben Justesen
• Michelle Blevins

THANK YOU TO OUR SPONSORS:  

• Restoration Industry Association (RIA)  
• Restoration Technical Institute (RTI) 
• Office Services by Brandi  
• Institute of Inspection Cleaning Restoration Certification (IICRC)  

THURSDAYS ARE FOR The DYOJO Podcast - INFOtainment to help you shorten your DANG learning curve. New episodes of The DYOJO Podcast are released on Thursdays via video through YouTube and/or audio is distributed through platforms such as Apple, Spotify, Google, etc. 

READ MORE in The DYOJO Blog  

Additional Resources from The DYOJO: 

• Be Intentional: Estimating (book 1) 
• Be Intentional: Culture (book 2) 
• AVAILABLE NOW: So, You Want To Be A Project Manager (book 3) 
• COMING SOON: How To Not Suck At Estimating (book 4) 
• Property Restoration History