First, stay calm and remember that accidents happen. Accidents are an expected expense of this business and can often be managed for far less money than they initially appear to cost. Claim management and reputation management go hand and hand, so it is most important to keep your eye on the big picture rather than getting hung up on being “right†or having the solution be “fairâ€.
The six easy steps to manage any damage claim:
Remain calm, compassionate and professional. Validate feelings, not actions with phrases like, "I am so sorry your refrigerator is scratched, I am sure that is the last stress you needed right now" instead of, "I am so sorry we scratched your refrigerator". The client needs you to take charge and guide them.
Let the customer know that you will mail them a three part claim form (order here) the same day you speak with them.
Talk to the Pro who cleaned the home on the day of the claim in question. If it is a claim over $25 and you feel you are responsible, contact your insurance vendor and bring them into the claim. During this stage communicate to the client that you received their claim, you are researching the claim and you will come up with a resolution within X time frame.
If a customer returns the claim form within four weeks (but you believe you are not at fault), decide if you can handle the claim yourself or contact your primary support person for coaching.
Decide if you are going to take responsibility for the claim or not. Keep in mind that your brand reputation is always your top priority and denying a claim should only be done as a last resort and with extreme caution.
There is always more than one way to settle a claim, so get creative. In rare cases you may decide to use your insurance, while other times offering free cleanings will work nicely. The suggested order of resolution is Barter, Repair and lastly Replace.
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