In a recent webinar, we discussed an interesting concept that we've been exploring called the Project Management Resource Disparity in the restoration industry. We believe this disparity has a significant impact on customer experience and customer reviews. In this blog post, we're going to take a closer look at this issue and offer some insights on how to address it.
What is the Project Management Resource Disparity?
The Project Management Resource Disparity refers to a misalignment between the resources, training, and energy invested in the mitigation side of the restoration industry compared to the reconstruction side. While there is an abundance of resources and training available for water techs and estimators, we've found that the same level of attention isn't given to project managers who handle the reconstruction aspect of the job.
Why does this matter? The mitigation phase usually takes up a small percentage of the overall job, while the reconstruction phase can last for weeks, months, or even years. Yet, it's during the reconstruction phase that most customer complaints and negative reviews seem to arise.
The Impact on Customer Experience and Reviews
To better understand the implications of this resource disparity, we analyzed over 1,000 one-star reviews of restoration companies across the United States. What we discovered is that very few of these negative reviews were about the mitigation side of the job. Instead, most complaints focused on the reconstruction phase, often involving poor communication, delays, and subpar workmanship.
A common theme in these reviews was customers expressing frustration with the lack of communication, organization, and overall project management during the reconstruction phase. Many homeowners felt that they had to take on the roles of project manager, contractor, and account manager themselves, which led to dissatisfaction and negative reviews.
Addressing the Project Management Resource Disparity
So, how can we solve the Project Management Resource Disparity in the restoration industry? By providing project managers with the necessary resources, education, and support, restoration companies can greatly improve the customer experience during the reconstruction phase.
To begin, companies should invest in training their project managers on the unique aspects of the restoration industry. This includes understanding the importance of customer care, managing homeowner expectations, and navigating the complexities of reconstruction projects that involve occupied homes. With this knowledge, project managers will be better equipped to handle communication and set realistic expectations for homeowners.
Next, companies should focus on improving communication by providing guidelines and strategies for project managers to effectively convey information to homeowners. Being upfront about potential delays or complications, while also keeping the customer informed throughout the process, can go a long way in preventing negative reviews. This way, trained project managers will be able to navigate the restoration process smoothly and enhance the overall customer experience.
In conclusion, addressing the Project Management Resource Disparity is essential for improving customer experience and generating positive reviews in the restoration industry. By investing in training and resources for project managers, restoration companies can ensure a smoother reconstruction process and happier homeowners.
Don't let your company fall victim to negative reviews due to a lack of project management training. Equip your team with the resources they need to get the job done right and watch your customer satisfaction soar!