Transcript Effective Communications for Success

Effective Communications for
Success
Phillip Rosebrook JR, CR
Effective of Communications
Customer service levels
Employee satisfaction
Profitability
Adjuster satisfaction levels
Limit growth challenges
Opportunity
“The Art of communication is the language of
leadership” James Humes
 Biggest weakness in most restoration
companies
 Companies that can become exceptional can
create sustainable competitive advantages
Organizational Communications
 Internal
Employees
Subcontractors
 External
Clients
Adjusters
Stakeholders
Client to Company
 Feedback loop and process
 Dispute resolution
 Expectations
 Complaints
 Emergency assistance
 Recognition
Company to client
 Formalize and systemize the process
 Customer hand-off
 Their role and our expectations
Internal Examples
Thousands of Employees surveyed by Business
Mentors
 Biggest frustration in most organization
 Employees don’t know where the company is
going
 Don’t know their job description or more
importantly where the company is going
 Feedback not consistent or lacking completely
External examples
 Schedules and arrival time
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Scope
Quality
Subcontractors
Completion dates
Too many assumptions
 Employees know their job
 Clients are clear about he process
 Company thinks job is complete
 Company thinks the employees
understand
Why do barriers exist?
 Thought they knew
 Didn’t think it mattered
 I was too busy
 Costs too much
 Takes too much time
 Had more important things to do
 Didn’t think about it
A Challenge to consider
 Become the best communication company in
your marketplace
 Create cheerleader customers through keeping
them informed during the project
 Understand the adjuster communication
expectations and deliver
 Create a team of passionate performers that
love working in your company
What does that look like?
 Internal
 External
Internal
 Groups:
 Staff meetings
 Divisional meetings
 Individual
Staff Meeting Agenda
 Goals and vision
 New staff
 Safety and company visits
 Victories
 Customer cheerleaders
 Awards & recognition
 Divisional updates
 Challenges and expectations
Individual
 No hallway business conversations
 Formalize manager meetings
 Set time and day
 Written agenda
 At least monthly as often as weekly
 Goal setting and action plan
Personnel Review
 Annual
 Quantifiable measurements
 Non-Emotional
 Consistent rankings
 Recognize great performance
 Clear expectations and action plan
 Quarterly
 Coaching assessments
 Consider shorter forms and ratings
 360 Review
Non-verbal communications
 Walk the talk
 Your staff is watching
 How do you treat your clients
 What do you reward and celebrate
 What gets measured gets done
 What do you do when no one is looking?
Non-Verbal
 Ziglar
 Be – do – have
 What kind of person are you?
 How do you spend company and personal
resources – what does your staff see?
Production issues
 A successful job is the result of effective
expectations
 Planned and proactive
Internal Production
 Proper scope of work
 Timeline expectations
 Project quality expectations, scope and
materials
 Budget
 Timeline
 Materials
Subcontractor
 Expectations for working with the company
 Payment expectations
 Scope
 Budget
 Materials
 Communication with client
 Customer service Requirements
 Dispute resolution
Client communication status
quo
 Client doesn’t care
 Let’s put our effort on quality and service
 It is not important
 We are already busy - no time
Identify our expectations of the
client
 Selections
 Access
 Concerns
 Payment
 Quality control
A Crawford client example
 We will communicate with the client in the
method of their choosing
 Email
 Call
 Cell
 Work
 Home
Client communication
 Brand and image
 3 A’s
 Paperwork
 Vehicles
 Uniforms
 How should you dress?
 Warehouse and equipment
Pre-job
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How to communicate with the company
Problem resolution
Project goals
Timeline
Completion dates
What the project will look like – what you are doing
and not doing
 Who will be on the job
 If start is delayed then call at least every week prior to
starting
During production
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Visit site at least once and often more likely
Call customer several times per week during production
Client paperwork
Proper contract
Schedule client inspections and stage sign off
Selections
Customer service calls
Random spot checks by upper management
Final notification of completion – make sure they think
you are done
Post production
 Quality
 Warranty procedures
 Product information
 Referrals and letter of recommendation
 Ways to improve our service
 Collection expectations and their role
Adjuster clients
 Timely paperwork
 File notes
 Documentation
 Fax, email or phone
 No complaints and peace
 Closed files
 No surprises
Summary
 If you can manage communication you
will have tools for:
Cheerleader clients
Profits
Quality control
Staff buy in and accountability
Great company culture
Closing thoughts
 Trust
 Accuracy
 Honesty
 Provide feedback
 Be a cheerleader
 Proactively manage your communications