4 Challenges That Restorers Continue to Face in 2023
4 Challenges That Restorers Continue to Face in 2023
Leighton Healey
From pandemics to recessions, and everything in between, the restoration industry has seemed particularly volatile over the last few years. Just as leaders begin to solve their latest set of challenges, new ones emerge. As we kick off the start of 2023, many leaders are wondering what obstacles (and opportunities) will pop up this year. That’s why we asked owners and leaders in the restoration industry what is keeping them up at night going into 2023 as a part of the 2022 State of the Industry
KnowHow Partners with PSA to Drive Rapid Worker Onboarding & How-to Training!
KnowHow Partners with PSA to Drive Rapid Worker Onboarding & How-to Training!
Leighton Healey
KnowHow and PSA are thrilled to announce a first-of-a-kind partnership, bringing comprehensive ‘just-in-time’ online system training for all PSA-specific products to all existing and new KnowHow customers. As the leading software for onboarding and equipping workers in the restoration industry, KnowHow is making it even easier to discover how to leverage all the horsepower PSA offers in production, sales, marketing and finance to grow scaling restoration companies.This means that KnowHow’s ext
The Worst Parts About Working in Restoration, According to Restorers
The Worst Parts About Working in Restoration, According to Restorers
Leighton Healey
Yes, you read that right. As one might guess, it’s not all friendly insurance adjusters and cleaning an already spotless home. Just like any job, there are ups and downs, things employees enjoy, and things they don’t. So what? Well, it’s critically important that senior leaders in the restoration industry what these factors are, because a surprisingly large number of them are avoidable. Today’s restoration workers have very little tolerance for self-inflicted wounds, and companies that needl
Why Restoration Workers Want to Work for You
Why Restoration Workers Want to Work for You
Leighton Healey
One of the most common challenges restoration managers face is keeping talented staff. Too many senior leaders can tell horror stories of investing weeks or months into training and equipping their staff, only for them to flee for (seemingly) greener pastures shortly after. Not only does this wear on a manager’s patience, it also wears down the company’s bottom line. The dollars can add up if you’re taking work hours away from restoration projects to constantly train new employees, especially
Restoration Workers Top Complaints Against Management
Restoration Workers Top Complaints Against Management
Leighton Healey
Every one of us have had bad experiences with a manager, but there’s a large percentage of workers in the restoration industry that have serious problems with their manager. So serious, they’re willing to quit over it. We wanted to dive deeper into the problems workers had with their managers, and what could be done to fix them. Thanks to the Restoration Workforce Survey, we discovered exactly what workers thought about their managers, and the changes they’d like to see in their management’s
Where Is Your Next Restoration Hire Working Right Now?
Where Is Your Next Restoration Hire Working Right Now?
Leighton Healey
Restoration managers commonly ask themselves the question, “how am I going to attract top talent to my business”? But there’s an important question that precedes that, which is “where is that top talent working right now?” Think about it. Before you can pitch your business to your next all-star restorer, you need to know where to find them. You can have better retention than anyone else in the industry, but if you’re not connected to the mouth of the river, you’ll never catch any fish. We’
Why Do Restoration Workers Quit? We Asked Them
Why Do Restoration Workers Quit? We Asked Them
Leighton Healey
In the era of The Great Resignation, a loyal worker is a manager’s most valuable asset, so it’s imperative to know what motivates them to stay at their current job vs abandoning ship to a new one. That’s why KnowHow conducted the largest ever survey on the restoration workforce, to hear from the mouth of the worker themselves: why do they quit, and why do they stay. One of the most significant (yet least surprising) findings coming from the survey was the discovery that many employees are quit
The Growing Rift Between Workers and Managers in the Restoration Industry
The Growing Rift Between Workers and Managers in the Restoration Industry
Leighton Healey
KnowHow recently conducted the largest ever survey of the restoration workforce industry. The 400+ workers in the restoration industry we interviewed gave us never-before-seen insight into why workers join a workplace, and very importantly, why workers quit. What workers told us was clear: one of the most significant reasons good employees leave their company is because of a bad relationship with their management. In fact, almost 60% of field workers who responded to the Restoration Workforce
The 2022 Restoration Workforce Survey is Live!
The 2022 Restoration Workforce Survey is Live!
Leighton Healey
The 2022 Restoration Workforce Survey is officially live! This post is meant to provide you with more information about what the survey is, the goals of the survey, information about the prizes, and what the collected data will be used for. Here are some of the most frequently asked questions you can reference if you’re talking about the survey with colleagues or just want to better understand why KnowHow is conducting this industry wide survey. FAQ’s What is the Restoration Workforce Surve
Why Investing in Customer Experience Can Catapult Your Restoration Business to the Top
Why Investing in Customer Experience Can Catapult Your Restoration Business to the Top
Leighton Healey
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 companies often overlook this, and fail to recognize that their customers need to be understood and listened to before jumping into the project details and potentially worst of all, payment. This is where customer experience comes in. For far too long, the restorati
What the Restoration Industry Can Learn About Communication From a Hostage Negotiator
What the Restoration Industry Can Learn About Communication From a Hostage Negotiator
Leighton Healey
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 Restorer Webinar Series, former hostage negotiator and now owner of Conflict-Solutions, Gary McDougall, touched on how the right words, said at the right time, and in the right way, can be the differ
Employee Retention Strategies in the Restoration Industry
Employee Retention Strategies in the Restoration Industry
Leighton Healey
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 employees are coming in and out the door, which means effective teamwork is much harder and company morale is likely to be low. It’s time to stop letting poor employee r
A Great Restoration Job with Bad Customer Service is A Bad Restoration Job
A Great Restoration Job with Bad Customer Service is A Bad Restoration Job
Leighton Healey
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 is based on their relationship with the people performing the work, and not the actual work”. That may be a punch to the gut for a lot of business owners, but if you think about it, it makes sense: you can
Your Ability to Handle Pricing Conflicts Can Make or Break You
Your Ability to Handle Pricing Conflicts Can Make or Break You
Leighton Healey
How you handle pricing conflicts 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 handling disputes and conflict between your team and your customers is like a badge of honour. Happy customers will leave positive reviews, and frustrated customers will have their problems resolved before th
Product Update: New Languages, User Tags, and Privacy Options
Product Update: New Languages, User Tags, and Privacy Options
Leighton Healey
Our customers have told us over and over - the easier they can communicate with their colleagues, the more often work is done the right way. Along that note, the product team here at KnowHow has been hard at work creating new ways for teams to share information - and the right information - with each other. Here are three new features we launched this month that will continue to change the way work gets done in the restoration industry. New Language Translation Options Restoration teams com
The Most Common Problems in the Restoration Industry (From the Perspective of Your Customers)
The Most Common Problems in the Restoration Industry (From the Perspective of Your Customers)
Leighton Healey
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 the same subject. If you want to be a 5-star restoration company, it starts with knowing what’s important to your customers. In our analysis of over 1,000 bad online reviews of restoration companies in the United Sta
3 Reasons Project Delays Often Go from 'Inconvenient' to 'Disastrous'
3 Reasons Project Delays Often Go from 'Inconvenient' to 'Disastrous'
Leighton Healey
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 for companies on Google were due to frustrations over project delays; a significant portion of the 1000 reviews we analyzed. Chasing New Jobs Before Finishing Existing Ones The most common reason customers
3 Ways Your Contractors Can Kill a Potential 5-Star Review
3 Ways Your Contractors Can Kill a Potential 5-Star Review
Leighton Healey
Most restoration companies, if they’ve been in business long enough, have been subject to an angry 1-Star 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 left on Google for restoration companies across North America, and the lessons we uncovered prove that any one factor can nuke an otherwise good experience, but also that almost every issue is solvable. One
Announcing: Delivering 5-Star Restoration Experiences E-Book
Announcing: Delivering 5-Star Restoration Experiences E-Book
Leighton Healey
Why do restoration projects go off-the-rails? That’s the question we asked ourselves this winter, and the answer has huge implications. For example, 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 $2M restoration business, that’s about $250k lost in one year, due to a single negative review. Given the power customers have over how businesses are perceived online due to the prevalence of online reviews, deliver
Re-Focus Your Business Strategy to Finish 2020 Strong
Re-Focus Your Business Strategy to Finish 2020 Strong
Leighton Healey
COVID-19 set many businesses dramatically off course this year. Thanks to the pandemic, extra safety precautions, and a variety of other factors, many companies and business owners will have a hard timehitting their anticipated revenue goals they set at the beginning of the year. The key to getting your business back on track, finishing 2020 strong, and starting the new year off right, is developing a strategic plan that identified the things that could go wrong, what can go right, and where y
How to Find the Best Candidates to Hire in the Restoration Industry
How to Find the Best Candidates to Hire in the Restoration Industry
Leighton Healey
No matter what industry you’re working in, interviewing and finding candidates can be a relentlessly tricky process. Even if you’re able to make progress in this area, learning how to retain high-calibre staff can be just as difficult. Well, you’re not alone. In a 2019 study, 45% of business owners operating in the restoration industry found that hiring and retaining staff was the biggest problem area in their business. From not knowing where to find quality candidates to ineffectively on-boar
Implement COVID-19 Disinfection Services Into Your Restoration Business
Implement COVID-19 Disinfection Services Into Your Restoration Business
Leighton Healey
As COVID-19 cases continue to surge across the country, the need for disinfection services is at an all time high. Governments and business owners continue to look at the Restoration Industry to lead the charge in providing this service. While the opportunity for restoration business owners is great, they’re also being thrown into the deep end, transitioning their business toward providing a whole new service for clients, with little margin for error. This can cause a lot of stress and anxie
How to Keep You, and Your Employees Safe in the Restoration Industry
How to Keep You, and Your Employees Safe in the Restoration Industry
Leighton Healey
As employees and business owners working in the restoration and construction industries, we are all well aware of the many dangers and risks associated with working on a job site. Priority number one for anyone working in this field is to make it home safe. As a result, it is quite common for business owners to implement countless safety measures and guidelines, but the unfortunate truth is at the end of the day, not everyone follows them, or is even made aware of them.In our recent KnowHow we
Improve Your Sales Team’s Performance in the Restoration Industry
Improve Your Sales Team’s Performance in the Restoration Industry
Leighton Healey
Building up a solid foundation in sales within your business can mean the difference between sinking and swimming in the restoration industry. Supporting and encouraging the growth of your sales team can instantly take your business to the next level. This foundation starts right from the moment you hire a new sales representative. Providing them with the necessary tools, training, and support can turn any new hire into an expert salesperson that will truly start bringing in those leads, and i
How to Master Accounts Receivable in the Restoration Industry
How to Master Accounts Receivable in the Restoration Industry
Leighton Healey
As an employee or business owner working in the construction and restoration industry, one of the most common areas of struggle lies in accounts receivable. Holding the knowledge to run an effective accounts receivable program can allow your business to make strides ahead of the competition. After all, there is arguably nothing more important than solid, consistent, and reliable cash flow. “World-class accounts receivable” is much easier to say than implement, so what are the necessary build
Creating Win-Wins: How to have more success with Sub-Contractors
Creating Win-Wins: How to have more success with Sub-Contractors
Leighton Healey
As a business operating in the construction and restoration industry, working with sub-contractors is a daily routine. That’s why understanding how to effectively work with sub-contractors can give you and your business an advantage and ensure your brand is represented  professionally to your clients. As business owners and employees working in the restoration and construction industry, what can we do to have more success when we’re working with sub-contractors? After all, at the end of the da
How to Improve Your Marketing and Generate New Leads in the Restoration Industry
How to Improve Your Marketing and Generate New Leads in the Restoration Industry
Leighton Healey
When COVID-19 hit, one of the first expenses restoration businesses began questioning was their marketing spend. After all, in hard times, cash should be spent just on keeping the lights on, right?  It’s a difficult task to navigate, but arguably one of the most important things you can do to keep your business strong during this pandemic is have a strong presence where your customers are. In our recent webinar, expert marketing panelists John Braun of HitMan Advertising, Trina Lo of FreshInk
How Leaders and CEOs Can Keep Themselves and their Teams Healthy
How Leaders and CEOs Can Keep Themselves and their Teams Healthy
Leighton Healey
Leadership, like countless other things, is impossible to master. Even the greatest leaders of our time are always looking for opportunities to learn and improve on their leadership skills - in fact, that's often what makes them such great leaders. Every situation requires unique action, tone, and energy in order to forge a path forward. This pandemic has done just that: created a very unique situation that business leaders around the world have had to adapt to, and learn from. Those who under
Leading Your Team Through a Global Pandemic
Leading Your Team Through a Global Pandemic
Leighton Healey
Leading a company is no easy task, even during the best of times. Add a global pandemic to the mix, and all the sudden being a CEO and having to lead a team through unprecedented times becomes exhausting, stressful, and at best challenging. However, as one of our recent webinar panelists Mark Springer quoted from the late John Wayne, “Courage is being scared spitless, and saddling up anyway”. It takes a lot of courage to be a CEO, and KnowHow was lucky enough to host three of the most courag
Maintaining Business Operations During a Pandemic
Maintaining Business Operations During a Pandemic
Leighton Healey
At the onset of 2020, the world was introduced to COVID-19, more commonly referred to as the coronavirus. It’s no secret that over the past few months, industries have been experiencing the immense shockwaves as a direct result of the virus. It has forced companies to adapt, change, and learn new ways of doing business day in and day out. It’s no different for businesses in the construction and restoration industries, who’ve had to drastically alter their business models to accommodate this “ne
Adapting Your Sales Team for COVID-19 in the Restoration Industry
Adapting Your Sales Team for COVID-19 in the Restoration Industry
Leighton Healey
Every industry was affected one way or another by COVID-19, but construction companies that leverage door-to-door sales have found themselves at a particular disadvantage when generating new leads to help stem their much needed cash flow issues during the pandemic.As a result of physical distancing measures rolled out all across the country, many companies have been forced to get creative in order to continue to meet new customers and grow their business.With handshakes and door-knocking no long
How to Build the Perfect Process on KnowHow
How to Build the Perfect Process on KnowHow
Leighton Healey
One of the best things you can give your employees is a clear roadmap to accomplishing their best work. Doing so gives you confidence that your team is working in the right direction, while also empowering them, knowing that they’re having a tangible impact in their jobs. This is why we built KnowHow: to help managers equip their employees with everything they need in order to succeed at work. In this blog article, I’ll detail how to make the most of KnowHow’s “create process” tool. The key
Why Restoration Workers Want to Work For You
Why Restoration Workers Want to Work For You
Leighton Healey
One of the most common challenges restoration managers face is keeping talented staff. Too many senior leaders can tell horror stories of investing weeks or months into training and equipping their staff, only for them to flee for (seemingly) greener pastures shortly after. Not only does this wear on a manager’s patience, it also wears down the company’s bottom line. The dollars can add up if you’re taking work hours away from restoration projects to constantly train new employees, especially w