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Customer service after a loss. Restoration contractors provide a wide range of services, including fire, water damage and mold remediation after a catastrophic event. Vetting them ahead of a disaster takes some of the uncertainty out of the process. (Photo: ServiceMaster Restore)

Long-term business success hinges on a positive customer experience following a disaster. Until a home or business owner experiences property damage, the relationship between the policyholder and insurance provider is largely unknown.

When a crisis occurs, the agent and carrier are tested. Customers expect to be made whole promptly. They purchased a policy to cover their home (or business) from a reputable insurance carrier, likely based on the recommendations of an insurance agent they trust. This is your customer’s home, and it is personal to them. If things don’t go as expected during the restoration, you will have a dissatisfied customer, or worse, an ex-customer.

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