Helping Your Customers Navigate The 5 Stages Of Grief After A Disaster

Customer care, grief, understandingProperty disasters can have an emotional and physical toll on anyone who’s unfortunate enough to experience them. As a cleaning and restoration professional, you’re in a unique position to help your customers navigate through the stress, anger, and uncertainty they’re dealing with after a disaster. 

At Spot On Solutions we want to help you become experts in the people business in addition to marketing your cleaning and restoration services to help those in need. One of the most important steps you can take is to understand and sympathize with the experiences of your customers. Doing so will give you the knowledge and resources to help them deal with their unique dilemmas and gain trust in your company.

Here are the 5 stages of grief your customers may be experiencing after a property disaster, and how you can help them. 


Anyone who has to deal with a property disaster like fire, water or mold damage might initially think the problem can be resolved quickly. Coming to terms with an extensive, costly damage restoration is something no one wants to be a reality. Understand that customers might be hesitant in calling you for help, but assure them that it will save them time and money in the long run.


It’s natural for a customer to feel anger after they’re hit with the realization that property damage is something they can’t handle on their own. People like to be in control of situations that pose a threat to them. When that control is taken from them, the intense amount of stress can lead to anger


Once the anger has subsided, some customers might withdraw themselves from the situation because they don’t want to deal with the problem at hand. They might try bargaining with their emotions and disconnect themselves from the situation instead of properly dealing with it. 


Property disasters affect each individual differently. Some might bounce back quickly, while others enter a long depressive state. Some people may feel alone in their struggles after their sense of security is taken from them. It’s important to be able to read your customers and provide them with support as needed. 


When the customer enters the acceptance stage, they understand that what is done is done, and they’re able to take action to improve their situation. The final stage of grief applies differently to a property restoration situation in that they don’t have to accept the permanent loss of property or some damaged valuables. As a cleaning and restoration company, you can assure them that damages can be restored and lives returned to normal.

Why Understanding Your Customers Matters

Understanding your customers and serving them beyond their cleaning and restoration needs is the key to building stronger customer relationships. This can lead to more jobs through word-of-mouth recommendations and an elevated company brand. 

At Spot On Solutions, we prioritize customer care above all else. We don’t just skim the surface with our clients – we dive in deep to understand your marketing goals and vision. Connect with us today and we’ll create a customized marketing plan so you can reach your customers in their time of need. 

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