If you want to truly understand what’s most important to someone, ASK. Sounds simple doesn’t it? Try it with someone today. See if what they tell you is the same thing that you anticipated. But, chances are they’ll tell you a number of things you didn’t anticipate.
Paul Davis Restoration grew to become a major restoration company in North America through continual efforts to better understand what’s most important to home or business owners who suffer damage to their property. Then, making sure that the entire Paul Davis organization operates with keen insights into what really matters to customers and how best to serve them.
Recently, a research project conducted by Paul Davis Restoration throughout North America identified six attributes as the top, most important desires when choosing a mitigation, restoration provider.
Mike Hopkins, Chief Operating Officer, explains. “The most obvious outcome of ‘consumer research’ is identifying and understanding customers’ needs and wants. What truly matters to them. What they think most about when they experience damage and how that shades their behaviors and preferences. This in large part helped us to adopt a corporate-wide operating philosophy expressed as … ‘When things go wrong, we do what’s right.’ Putting that philosophy into everyday practice goes a long way to satisfying and comforting our customers.”
Diving deep into the specifics, the company identified 13 attributes deemed critical to best serve owners after suffering water, wind, or fire damage to their property. Their responses, listed below in their order of importance, are enlightening.
#1 Trust: Working with a licensed and insured company, according to 65% of respondents.
#2 Knowledge: Having a company that is able to coordinate with their insurance company, according to 60% of respondents.
#3 Clarity: Receiving clear detailed proposals and estimates, according to 60% of respondents.
#4 Speed: A company able to quickly restore property, according to 57% of respondents.
#5 Accessible: Being able to reach a company through a 24 hour emergency call center, according to 40% of respondents.
#6 Response: Hiring a company with rapid time-to-site response, according to 37% of respondents.
Other significant mentions cited by many people were workmanship quality, ease of phone, email and text communication, good customer service, referrals by friends and neighbors, respected national company and clearly identified vehicles and employee apparel.
“I’ve learned that customers often forget what you said to them,” says Hopkins. “Often they don’t recall exactly what you did for them, either. But they always remember how you made them feel. That’s the true key to making them happy with their decision to choose Paul Davis Restoration for mitigation and restoration services.”
Paul Davis Restoration is known for employing restoration experts. And ensuring that they understand the importance of customer care, compassion and courtesy. When disasters leave customers, concerned, worried and anxious, Paul Davis people do what’s right. It’s just that simple.
