The People Behind The RED TEAM

CDRG is pleased to welcome several new team members into the 2010 RED TEAM

Good customer service is the lifeblood of any business. You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won’t be profitable for very long. Ultimately, you will be judged by what you do, not what you say. Although perhaps a cliché, customer service is the cornerstone of our business.

Claims handling is somewhat of an art. It takes empathy and common sense in order to properly communicate in a distressful situation. Often the adjuster or contractor may be great at what he or she does, but if they are unable to properly hold a relationship with the individual it will be very difficult to deliver great customer service. Some people are challenged by the underlying psychological link that exists between the service provider and the distressed family.

A foundation of courtesy, caring, willingness to serve, and a positive attitude lets your customers know that they matter, and that you care. In a recent conversation with Glen Gibson, Global Chief Strategy Officer at Crawford's, really summed it up: “We are both tasked with ‘helping people’ at their worst moments. It takes a certain type of person to be able to diffuse a traumatic problem using empathy and rapport-building. And, there are cycles to the claim process. If you don’t manage the entire journey, when the person you are dealing with is fragile, then the situation can blow up in another unexpected direction. I learned early in my career. Surround yourself with the best possible resources and let them do their job. But, always with the view that you must demonstrate “control” over the cost side of the equation”

In our quest to put our best foot forward we'd like to present the first in this five part series on The People Behind The RED TEAM. Our draft process has closed and we have received numerous qualified professionals to be part of our National Catastrophe team, dubbed the RED TEAM. Currently we have received over 12 designated Certifed Restorers (CR) within our group. This week we will showcase our Western RED Team – Wes Williams from CJB Restoration Services in Abbotsford, BC.

Wes Williams CR, CMP

Founder and President of CJB Restoration Services, Wes founded CJB Restoration Services in 1996. With a background in both contracting and the General Insurance industry Wes attained the designation of Certified Restorer (CR) and Certified Mould Professional (CMP) through the Restoration Industry Association (RIA).

Wes currently supervises all CJB Restoration department managers and project managers. Wes also trains and mentors key field staff and senior managers in all aspects of restoration from Water Damage to Mould Remediation.

CDRG's strength as a coast to coast Canadian Network of Independent Restoration Specialists is quickly becoming a force to be reckoned with 1700 restoration experts, an average of 18.8 years in business and 265 million in annual volume – it's safe to say our strength lies in our members. The rigorous CDRG selection process only chooses members which meet the highest industry standards. All of our 150+ locations are experienced and equipped to meet all challenges put before them. No job is too big or too small for CDRG members.