Staying In The Game - AskDickWagner

Staying ahead in the disaster restoration industry requires constant adaptation to shifting consumer behaviors and expectations.

Here are 20 ways a route marketer or owner can stay on top of these changes:

Understanding Consumer Behavior & Preferences

Monitor Industry Trends – Stay updated on changes in the restoration industry through trade publications, blogs, and associations like RIA (Restoration Industry Association).

Survey Clients & Referral Partners – Regularly ask for feedback from past customers, insurance agents, plumbers, and other partners to understand their changing needs.

Track Online Reviews & Testimonials – Pay attention to reviews on Google, Yelp, and Facebook to gauge customer sentiment and identify improvement areas.

Analyze Competitor Strategies – Observe competitors’ marketing tactics, customer engagement strategies, and service offerings.

Use Social Listening Tools – Monitor online discussions and trends related to disaster restoration to identify shifts in customer concerns.

Marketing & Outreach Adjustments

Refine Digital Marketing Strategies – Regularly update your website, SEO strategy, and online ads based on consumer search trends.

Personalize Outreach Efforts – Adjust messaging to match what customers and referral partners care about most at the moment.

Leverage Video Marketing – Use before-and-after footage, client testimonials, and educational content to build trust.

Improve Social Media Engagement – Stay active on platforms like Facebook, Instagram, LinkedIn, and TikTok, responding to comments and messages promptly.

Educate Referral Sources – Offer short, value-packed educational sessions to insurance agents, plumbers, and property managers to keep them engaged.

Improving Client Experience

Enhance Communication – Keep clients updated throughout the restoration process with text messages, emails, and calls.

Offer Financing Options – Provide flexible payment solutions to address financial concerns of homeowners dealing with unexpected disasters. Not everyone wants to file an insurance claim and may not have $10,000 waiting to pay for a disaster.

Streamline Claims Assistance – Help customers navigate insurance claims efficiently, positioning your company as an advocate. They shouldn’t even consider a claim until a qualified restoration company can inspect the damage! Always include the property owner in ANY communication with the adjuster.

Implement Customer Follow-Ups – Check in with past client’s months after service to maintain relationships and encourage referrals. If they have a negative, fix it.

Train Staff for Exceptional Service – Regularly update your team on customer service best practices and empathetic communication. There are training programs available to do this.

Adapting to Changing Expectations

Invest in Technology – Use restoration software for job tracking, CRM tools for relationship management, and AI-driven marketing solutions. They way you “used to do it” just doesn’t work anymore.

Emphasize Eco-Friendly Practices – Offer green cleaning options and sustainable restoration practices to attract environmentally conscious consumers. Whether you embrace “green” or not, most of your customers and clients do.

Prepare for Seasonal Changes – Adjust marketing and staffing strategies based on seasonal risks (hurricanes, winter storms, flooding). Blog articles and promo material should be current and timely.

Provide 24/7 Availability – Consumers expect immediate assistance, so having emergency response teams ready is crucial. Answer your phone in the middle of the night. Fact: Usually the first person to respond, gets the job.

Network & Build Community Trust – Attend local events, sponsor community activities, and establish a strong local presence. Join networking groups and actively participate. Go further than the Chamber or a BNI type group – expand your exposure to unlikely groups where you are a standout.

By continuously monitoring shifts in customer behavior and adjusting strategies accordingly, you’ll position your business as the go-to restoration company in your area. Which of these areas are you currently focusing on?

Every one of the listed suggestions is used by many companies. One of my clients embraced all of these strategies ten years ago, generating only $1 million in revenue at that time. Today they are a $25 million company with no acquisitions and still independent.

By Dick Wagner, Co-Founder The CREST Network, LLC

Nationally recognized coach, consultant, trainer, and speaker

Creator of the renowned PREP™ pre-disaster program

Owner of AskDickWagner.com BLOG