Key Principles for Effective Communication When Dealing With Water Loss

When unexpected situations strike, it can be tempting to act irrationally. But doing so may delay the help you deserve, especially in situations involving water loss.

Rather than impede the remedial process, it is best to communicate in a way that is clear, concise and specific, so that you can receive the help you need, without delay.

Know What To Expect

The First Call

When an unforeseen water loss situation comes knocking at your door, you’re likely going to want answers, quick.

While this is, indeed, a valid response, there is a process that your chosen water remediation team will need to follow in order to get to the right place, to mitigate the right issue and for the right people.

Thus, it is imperative that you consent to answering any and all questions posed to you by the automated line or live person you first make contact with over the phone. Provide information that is as specific and accurate as possible to receive swift assistance.

The Arrival

Upon arrival, the remediation team may have you sign paperwork related to billing. This is not to stress you out or delay the process. Many remediation experts are required to have these documents signed before any work can begin. The faster that this process can be completed, the faster you can receive the help you deserve.

Once the forms have been signed, the remediation specialist will inspect the property and locate the source of the issue. If the source of flowing water can be stopped, your technician will do so.

After the remediation team has made assessments and devised their plans, the restoration process can begin. What you experience next will depend heavily on the severity of the water loss event, as well as what materials have been affected and to what degree.

Know What Is Important to You

As rehabilitation of the property ensues, you may find yourself with questions about the process. Questions about how much time the task will take, the amount of money you’ll owe and the repercussions of the water event itself are all common and valid inquiries.

As the client, it is important to remember that your remediation specialist is there to serve you. If you have questions or have specific directions you’d like the remedial team to follow, you should calmly and clearly voice your needs.

Questions you might consider exploring with the restorative team include those that involve pricing, the overall plan for drying and follow-up procedures, any security concerns you have, time restraints you may be under, health concerns you want considered and more. The more effectively you communicate, the better the chances of your technician working to fulfill your expectations.

Adjust Your Expectations

Though you may offer specified guidelines and instructions, it is important to bear in mind that not all expectations can be fulfilled by remedial teams.

While your restorer is likely to go out of his or her way to provide the utmost in service and care, there are a few things about which your technician won’t compromise, especially when it involves the safety of yourself and other occupants in the home, business or structure.

Examples include:

Your refusal to sign appropriate paperwork
Demanding that restorers not discard of carpet, padding or other materials affected by sewage or contaminated water in relation to a category 3 water loss
Instructions given that otherwise impede the safety of the remediation team and others

Moreover, there may be times when your remediation expert gives unexpected instructions that you’ll need to adhere to.

For example, the restorative technician may ask that you and other occupants to vacate the affected property for a designated amount of time. The reasons for this often vary, but it will almost always be in favor of the health and safety of everyone involved.

Oftentimes, you might find that a remediator makes such a request when the application of a chemical treatment is needed to control the growth of microbes on water-affected materials. The number of hours or days that you will need to vacate the premises will depend on the circumstance, so be sure to follow the directives of your specified technician.

All in all, it is crucial that you stay flexible as restorers work to remediate your home or business. Circumstances and plans may change, but you can rest assured that your remediator is doing all that he or she can to get your structure restored in the most efficient way possible, for the benefit of everyone involved.

Voice Your Concerns

Although most restorers have your best interest in mind, you, too, bear the right to voice your concerns when you have them. If you are concerned about the preservation of a particular item or component of your home or commercial building, you should seek to communicate your wishes with the remediation team.

As mentioned previously, your specialist may not always be able to adhere to your desires, but he or she will do what they can, to the extent that they can.

Mutual Respect Matters

In summary, effective communication is often achieved when both parties seek to communicate with clarity, civility, honesty and mutual respect. If any one of these components are neglected, the lines of communication can become severed as anger, hostility and resentment seep in.