Homeowners Manual

[BWerner]

I'm starting to put together a Homeowners Manual for Werner Restoration. I'm trying to do something very similar to what speaker Mike Nadan talked about at the Leadership Conference. What does everyone think would be a good idea to be included in the manual? I've got a pretty nice list started but after a while you get tunnel vision and can't come up with anything else. Any and all idea are welcome. Thanks and have a great day.

[vhoeven]

I think a couple other good items might be:
1. a spot to keep owner's estimate copy
2. List of actual selections they need to make
3. Copy of warranty info
4. Spot for project schedule and updates

Most of these would only be reasonable for larger losses.

[Sentry]

Good ideas! Here's some thoughts, no order to them:
Glossary of insurance terms, players in the claims process
General policy explanation, what coverages mean, etc. (including rights!)
How an insurance claim in your area generally works (processes, time frames, etc)
What to expect from your company
How the construction process works (processes, time frames, etc.)
Copies of paperwork
Things to get from the house
Phone numbers they might need
Community resources

Any others?

[Sentry]

Bwerner:
Any progress on your homeowners manual? I am interested in that. Maybe we could write one together, kind of email it back & forth until it looks good.....

[High Desert]

Chris, one thing I worry about when I put a lot of industry specific information in writing is the information getting into the hands of the customer's brother-in-law who is a contractor and would love to break into the insurance reconstruction business. It's a steep learning curve to get into our line of work and that helps keep out the low-balling guys working out of the back of a pickup.
I write all of my estimates on site which gives me time to answer all of the customer's questions and verbally explain to them the claim process. If you spend more than an hour in a customer's home, they will naturally open up and a few well asked questions from you will get them asking you questions. This then gives you the opportunity to gain their trust and convince them you have the knowledge necessary to take care of them.

Initially, I would try to keep the information in the homeowner's manual geared toward educating the homeowner on what benefits they can expect by having you repair their home. Then have space in the manual to add a copy of the scope, contract, warranty, material selection forms, etc... as they are developed.

[Sentry]

I would'nt worry too much about what the competition is doing or going to do. The long term winner is the one who presents the best total package, and the "Joe Schmuckatelli's" (as Rich Lennox calls them) will rarely win out in the long run. A slick homeowners manual is just one of the things that would nail the competition's feet to the floor. If they copy it, then we'll just come up with something else!

[Jeff Johnson]

I’m assuming that you will give the homeowner manual and information to your customers after you have a signed a contract. If so, I think you have great idea for being proactive with your customer service and managing the customers’ expectations on the job progress from start to finish.

You could add in a sample of the customer survey that you will send out after completion of the job. Ask the customer to call you anytime if he is not happy with our service while were working to restore his home or business. The customer will be impressed with your commitment. You’ll create more customer cheerleaders and this will lead to more claims.

I agree with Chris regarding your competitors, be the leader. Think of a new ideas and stay ahead of your competition.

Jeff Johnson
J&L Restoration and Cleaning

[BWerner]

Chris,

Check your email, I sent you a rough draft of our water damage manual. Let me know if you got it.


Brent