by JESSICA ROGERS, Atlas World Group
Summer is in full swing and peak season for the moving and storage industry has begun! Temps are rising, trucks are full, and customers are transitioning into new homes. What could go wrong? Well, to newer members of the CPPC—ask around to those who have spent a few summers in this business, and you’ll learn that anything can happen. We all have “that claim” that sticks out in our memory and will be recounted for years to come. If you don’t, just hang around for a little while longer and you will!
But it’s what we do. We’re a unique, talented, and hard-working organization committed to providing the best service possible during one of life’s most stressful events. And while individually we have different roles in the industry, clear communication is the key to success, especially during times of stress. Studies show that when under stress, an individual’s ability to process messages decreases from seven messages at a time to only three.
For our skilled network of repair firms, scheduling can be difficult this time of year as families are often out of town. Are virtual inspections an option? While not a one-size-fits-all approach, a virtual inspection may help determine if repairs are an option, what tools may be needed on site, and allow for any special planning needed to complete repairs. Detailed communication with both the customer and claims team helps to set expectations and provide recommendations that are appropriate for their claim.
For claims personnel having tough conversations with customers about the loss or damage of a teddy bear from childhood, photos of grandparents, or a handmade heirloom, empathy and patience are key to reaching the best outcomes. It’s the small things that make a difference. Actively listening to a customer describe their moving experience, perhaps more than once, can quickly de-escalate a tough conversation. And building that rapport with them lays the groundwork for problem-solving and cooperation throughout the claims process.
Filing a claim is the last thing a customer wants or expects, but there are actions that can be incorporated into each of our processes to facilitate a positive outcome. After all, it’s easy to perform well when things go right, but how we perform when things don’t go as planned is what will stand out in a customer’s overall experience.
1) Communicate clearly and often with all parties involved as stress may decrease one’s ability to retain key information.
2) Practice empathy. Empathy encourages openness and improves communication so we can gather all the necessary information to prevent or process a claim.
3) Use all available resources. Need a specialty repair firm? Or a peer to brainstorm with? The CPPC has someone who can help or point you in the right direction.
Peak season is tough, hands down. Practicing the basics of effective communication, supporting each other when guidance is needed, and recommending other resources when we’ve reached the limit of our abilities will help us successfully navigate through one of the toughest times of the year. Use this time as an opportunity to connect with others in the CPPC and to educate non-members about the benefits of the CPPC. We have a place to showcase our talents, communicate industry needs, and work together toward success. We can all learn, share, and work to grow our member- ship as we pursue excellence in this challenging and rewarding business.
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