Video transcriptWhat to Expect With Restoration Referrals
Steve, so what happens if a plumber refers one of their customers to us? What should the customer and the plumber expect next? Okay. Yeah, great question, Zach. With us as Cleveland Water and Fire Restoration, Inc., we're going to respond to that referral very quickly. And when I say quickly, our goal is to have one of our first responders on site looking at that situation within an hour of that referral coming in. So that's number one, quick, quick contact with their customer.
When our first responder, our FR, is what we refer to them as, when they get out there, they're going to assess the damage that was done, they're going to create a scope of work, and they're going to sit down and explain that to the customer about what needs to happen in order to make their whole home and get them back to a good situation much as they were before that event happened. Additionally, if that homeowner is going to choose to go through insurance, that's a difficult process sometimes for folks. Especially if you've never gone through that.
If you've never gone through it before, we're going to help them navigate that filing the insurance claim, working with the adjusters, providing all the detailed documented information, photos, videos, meter readings, all those types of things. Insurance wants it a very particular way in order for the claim to be approved. Yep, and you've got to document all those things that you're proposing that you're going to do for them. You've got to have a record of those, and so clear documentation.
The other thing that they're going to receive from us is clear and concise communication. Along the way from the time it gets dispatched, to the time the job is completed from a monitoring perspective, to the time that we're collecting on the payments from different sources, clear and concise communication. To both the customer and the plumber, right? And the plumber, because it's important to keep plumbers, plumbing company owners updated on those referrals that they sent to us. They care about their customers.
At the end of the project, the goal is to deliver back to that plumbing company a satisfied customer, that they are confident in the fact that they referred them to us and that they were taken care of, and it was a positive reflection of their company, because they went out on a limb to refer those customers to us. The last thing we would want is our plumbing partner lose a customer because they referred them to us. We want to make sure we gain what we call a raving fan out of that customer. Absolutely. Thank you, Steve.
When a plumber refers a customer to a restoration company, they’re lending out something they spent years building: their reputation. So it’s a fair question to ask what happens next. In this video, Zach sits down with Steve to walk through exactly what plumbers and their customers can expect when a referral comes in to Cleveland Water and Fire Restoration, Inc. If you’re a plumbing company weighing a restoration partner, here’s the whole process, step by step.
A First Responder Typically On Site Within 1 Hour
When a referral comes in, a person answers at any hour and a First Responder is typically on site within 1 hour to establish the next course of action.
Water can move into walls, flooring and building cavities, and mold can begin growing within 24 to 48 hours. A prompt response gives the homeowner a clear plan and helps limit additional material damage.
A Clear Scope of Work, Explained Face to Face
When our First Responder arrives, they assess the damage and create a detailed scope of work. Then they sit down with your customer and walk through it: the cleanup and drying we will do, and what a rebuild would involve if one is needed. If a rebuild follows, our project manager facilitates communications between your customer, the municipality, our suppliers and our professional tradesmen to make sure things run smoothly and the timeline is followed.
Your customer hears what we are proposing and why before the work begins, and authorizes it in writing.
Help Navigating the Insurance Claim
If your customer files an insurance claim, we document the loss and work directly with the adjuster. The insurer determines coverage and claim decisions.
We provide photographs, video, moisture readings and the written restoration scope so the claim has a clear record. The homeowner reports the claim according to the insurer’s instructions.
Clear Communication, to Your Customer and to You
From the moment a job is dispatched through monitoring, completion, and final payment, your customer gets clear, concise updates at every stage. And so do you.
We keep plumbing company owners updated on every referral they send us. You cared enough about your customer to make the referral. You shouldn’t have to wonder how it’s going.
The Goal: Clear Care for Your Customer
We treat each referral as an extension of the service you have already provided. The homeowner receives one point of contact, clear updates and a coordinated handoff between plumbing and restoration work.
Thinking About a Restoration Partner in Cleveland?
If you are a plumber in the Greater Cleveland area, see how our referral partnerships work.
Or call us to discuss your customers, service area and preferred handoff process. A person answers 24/7.
Frequently Asked Questions
How quickly does Cleveland Water and Fire respond to a plumber referral?
A First Responder is typically on site within 1 hour of the referral, any hour and any day, to establish the next course of action.
Does the referring plumber get updates on the job?
Yes. We keep both the customer and the referring plumbing company updated with clear, concise communication from dispatch through completion and payment.
Will you help my customer with their insurance claim?
If the homeowner files a claim, we provide photographs, video, meter readings and the restoration scope, and we work directly with the adjuster. The insurer determines coverage and claim decisions.
What areas do you serve?
We respond to referrals throughout the Greater Cleveland area and Northeast Ohio.
