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Q: Tell me about something special you have developed at Fabric Renewal.
A: I am most proud of the development of the Care Center, our customer care program. By implementing the Care Center, we have been able to develop a relationship with the families behind the claims. So many companies in this industry do not have time to listen to those most affected by the loss, but Fabric Renewal has made that a priority. We really do care about the families we work for, and we are passionate about helping them through a difficult time.
Q: How do you remember all the families you are helping?
A: Each family makes an impact on our lives because of the various issues they each face. By reaching out and talking with them frequently, we begin to develop a relationship. Bringing a personal touch to each family and project allows us to remember every one of them as if they are new friends.
Q: How do you handle customers who have suffered so much trauma?
A: Everyone handles trauma differently, and you never know how someone is going to react to his or her experience with stress. What one person is able to handle another may think is unbearable. The best way I have found to help customers experiencing trauma is to relate to their concern on a personal level. To the best of my ability, I try to place myself in their shoes and think about how I would want to be treated. Then, I try to go one step further. This way, homeowners feel understood and cared for and they recognize that they are much more than a name to me.
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