Improving The Customer Experience

Learning Objectives

Whether we are called in to deal with a trauma scene, hoarding situation, or a common water damage, each of us, in all departments of a restoration contractor need to know how we need to act in order to do the task at hand, while also building the trust and the cooperation of our customers affected by an insurance claim.

People are living in stressful times and dealibg with unexpected situations can be enough to break them. As restoration professionals we can have a profound effect on whether the job goes smoothly or it becomes our greatest nightmare, whether we keep the job or are removed from it.

In this course we will discuss in detail how we can build trust and get the cooperation needed to do the job right and on time.


  • Our appearance
  • Our demeanour
  • Our expertise

We will come away from this training with an understanding and perspective that will assist us in keeping both ourselves and our customers calm throughout the claims process and thus result in a true “Certificate of Satisfaction”.

By the end of this course you will have a clear understanding on how to choose the direction that you would like to go, who you want by your side along the way, and how to create a program that will help you maintain the pulse of how you’re doing.

Prerequisite Training required: None required

Training Time: This is a half-day course; 3.5 hours

Note: Retail per attendee $1,495 which also includes a course material

Art Johnson CR, WLS, CLS started in the Restoration industry in 1988. He went from a 2-person company doing carpet and upholstery cleaning to assisting in the growth of one of western Canada’s largest, independently owned, full service restoration companys. Basically he went from a one-man tech to Senior Operations Manager and Trainer.

Art is a Certified Restorer (CR), a Water Loss Specialist (WLS), a Contents Loss Specialist (CLS), an IICRC Master Restorer and Cleaner, and a Certified Value Builder. Art has proudly served on, and for a time, chaired the Water Loss Institute, co-chaired the Restoration Council, along with serving as the Environmental Chair for the RIA.

He is the proud recipient of the RIA 2011 industry recognized Martin L. King award for outstanding service to the industry.

Art has extensive training and experience in all aspects of the restoration industry and is passionate about training and helping others transform their business to obtain their goals.

Contact us today for more details!