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Five Star Restorer

A collection of 9 posts

Construction workers at a restoration job.

Five Star Restorer

Why Investing in Customer Experience Can Catapult Your Restoration Business to the Top

When a customer is looking for restoration services, there’s a high likelihood that they aren’t in a good mood. Chances are they just lost their home, personal belongings, and will likely be displaced for months on end. Restoration businesses often overlook this, and fail to recognize that their

'Do Not Cross' tape.

Five Star Restorer

What the Restoration Industry Can Learn About Communication From a Hostage Negotiator

Why is communication so important? During our analysis of 1,000 bad online reviews in the restoration industry, we discovered that poor communication was the #1 reason why customers left businesses a 1-star review, and was mentioned in almost 40% of all complaints. In this episode of The Five Star

Two restoration employees on the job.

Five Star Restorer

Employee Retention Strategies in the Restoration Industry

Employee retention is one of the most difficult challenges facing the restoration industry. Businesses with high employee turnover rates bleed money, and distract dedicated employees from being able to complete work on time and on budget. In addition, it becomes almost impossible to develop a strong, cohesive team culture when

A restoration professional works on a project.

Five Star Restorer

A Great Restoration Job with Bad Customer Service is A Bad Restoration Job

It's impossible to understate the importance of customer service - it plays the biggest role in how a customer views the work your business has conducted. As Phil Rosebrook of Business Mentors says, “Over 80% of how a customer determines whether a restoration contractor did a good job or not

Hands holding cash on fire.

Five Star Restorer

Your Ability to Handle Pricing Conflicts Can Make or Break You

How you handle pricing disputes with customers will define your business. Think about it: If things blow up with a customer who thinks you’re gauging them, it has the potential to create a ripple effect online and in their network that could sabotage future business. Being an all-star in

A construction cap on the ground of a job site.

Five Star Restorer

The Most Common Problems in the Restoration Industry (From the Perspective of Your Customers)

If you had to guess, what do you think would be the most common reasons a restoration project fails? Delays? Bad customer service? A final invoice that comes in too steep? These are common answers from a restorer’s perspective, but a customer might have a very different opinion on

A hand holds a small clock.

Five Star Restorer

3 Common Reasons for Project Delays & How to Mitigate Them

Project delays are common in every industry, but the impact they can have on the customer experience in the restoration industry varies. We wanted to better understand how many 1-star reviews online were due to delays, and we were surprised to find that nearly 17% of all 1-Star reviews left

A contractor shakes hands with a client.

Five Star Restorer

3 Ways Your Contractors Can Kill a Potential 5-Star Review

Most restoration companies, if they’ve been in business long enough, have been subject to a 1-Star, bad customer review. No company can hide from scorned customers leaving reviews online when they feel they haven’t received the service they felt they deserved. We analyzed over 1,000 bad reviews

Two copies of KnowHow's E-Book, 'Delivering 5-Star Restoration Experiences.'

Five Star Restorer

Announcing: Delivering 5-Star Restoration Experiences E-Book

Why do restoration projects go off-the-rails? That’s the question we asked ourselves, and the answer has huge implications. Why Are Reviews Important for Restoration Companies? When a business receives even one 1-star review online, it can lead to a 22% decrease in new business coming in. For the average