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It’s human nature that we want to be reasonable with others. When it comes to working in the restoration industry, especially with adjusters, this is a valuable quality to have.
But it seems not all restoration contractors are reasonable when it comes to claim negotiations. Most are, but not all, and it is good to analyze your own actions in regards to working with adjusters.
Peter Crosa, an independent adjuster and a Cleanfax columnist, said this (next paragraph in italics) in regards to adjuster frustrations. We published the first adjuster frustration in last month’s issue of the Restoration Insider. Click here for that article.
My #2 frustration is a vendor who has already completed and billed a job before I could inspect and then won’t yield on controversial line items. If I have to satisfy client protocols and limit what is allowable despite a vendor who won’t yield, this is going to leave the policyholder short. The policyholder complains to his agent; the agent to his claims manager. Even if I (as the independent adjuster) am correctly following the client’s instructions, I will eventually end up as the fall guy. The unyielding vendor will lose me as a Facebook friend.
What’s the solution? While you must profit from each restoration job, there may be line items that you can be “yielding” on and make everyone — including yourself — happy. Losing the trust and business generated from an adjuster is a restoration contractor’s worst nightmare.
Jeff Cross is the senior editor of Cleanfax magazine and the creator of Totally Booked University, a resource for carpet cleaning marketing and disaster restoration marketing workshops and seminars. He can be reached at firstname.lastname@example.org.