The Chase Is On

12/9/2019 (Permalink)

SERVPRO technician holding a meter checking the readings in a crawlspace.

As our industry changes and with more competition moving into our area we are faced with finding different ways of attaining new business. We cherish our long term customers, but with any business to be successful, it must constantly find new opportunities. SERVPRO® corporate as a whole has many contracts, relationships and national accounts with a multitude of insurance carriers, property management companies as well as major industry leaders in a wide variety of fields that its franchises benefit from. These relationships are very helpful to the locally owned and operated franchises, but we cannot solely rely on our corporate contacts to drive our local business. In order to maintain, as well as add to, our customer base SERVPRO® of North Kanawha & Teays Valley has built a marketing team that is responsible for making sure our current customers are getting the best service possible as well as working to add new customers. This is achieved through various means such as advertising, monthly sales routes, website, and social media maintenance, community service, and relationship-building activities and events. These forms of marketing have been very successful for 30 years, but one of the ways we are adding new customers is through our Commercial Priority Response program. SERVPRO® has always been an industry leader in residential restoration services, but over the last 10 plus years or so we have become the go-to for commercial restoration as well. We apply the same concepts of, excellent customer service, having highly trained technicians, and practicing excellent communication with the customers through an entire project, to our commercial jobs that we practice on our residential jobs. The Commercial Priority Response program has one small twist that our residential side does not have and that’s the element of the chase. We have invested time and money into training priority responders to actually watch for commercial opportunities as they may arise. These responders will then be dispatched to the site of an incident to see what services SERVPRO® may provide. A lot of times the scene of these incidents can be very chaotic especially immediately after First Responders have left the scene. The potential customer will be overwhelmed and in a lot of cases won’t have a clue as to what to do next. That’s where our Priority Responder can bring some semblance of order to the chaos by putting the customer at ease with a plan that will allow the business to get back up and running as quickly as possible. With statistics showing that over 40 % of businesses that experience a disaster never reopen, it is critical that a plan is made and executed as quickly as possible. Now, SERVPRO® would rather have a relationship with the business long before an event happens and have a plan in place already https://ready.SERVPRO.com/ , but unfortunately in some cases we won’t and it becomes necessary to start our relationship at a very trying time for the customer. So, when you see a SERVPRO of North Kanawha & Teays Valley vehicle at the scene of a commercial fire or another type of loss, sometimes even before First Responders have left the scene, you can be assured that we have the customer’s best interest in mind and are preparing to Make It "Like it never even happened".