In the world of warranty, truly dramatic repairs are needed from time to time. A nail through a waterline that results in a flooded home is a poignant example. Imagine damage so extensive that the remediation process involves water removal, plumbing repair, drywall work, trim replacement, carpet and pad issues, hardwood floor replacement, and paint work on not one floor, but two.
While the physical repair steps are fairly obvious, what may not be so apparent are the finer points that can turn this potential disaster into, if not a good memory, at least one in which you come out looking like a hero. (This is good: heroes get referrals.)
Once the inspection is complete, the source of the event has been identified, and the repair sequence has been established, it’s your job to ensure the process moves forward in a controlled manner. This means respecting and accommodating, when possible, the emotions and opinions of homeowners who may be rating this situation on a scale somewhere between inconvenience and major catastrophe.
Set Expectations. Outline the exact repair sequence—including who, when, and how much time will be devoted to each step—and provide that information to your homeowners in writing. Note that details are subject to change as work progresses, and that an update will be provided when necessary. Continuous communication will help homeowners feel more comfortable in an uncomfortable situation.
Who’s in Charge? If possible, assign a “clean slate person”—someone whose job it is to wipe away bad feelings about the situation as quickly as possible. The person in this role must be prepared to communicate with the homeowner daily, if needed; stay at the home as repairs are made; and report to you regularly on progress. He or she should also have the authority to direct trades, order materials, and, in general, “get the job done.” Instead of expecting your homeowner to stay home day after day admitting an endless stream of repair technicians, offer to house-sit—and mean it. Your representative should be there whenever work is in progress, whether the homeowner is there or not. Stay in control.
