The only thing you should be thinking about when you arrive on an Emergency Call Out is what can I do to connect?Now I know what some of you are thinking. You’re thinking no the first thing to think about is…Who is the insurance company? Is there going to be coverage? How long will this take to fix? How am I going to add this job to my already overloaded job board? Am I right?:)I get that these are all really good and important things to think about. I teach the “how to do these steps” in my classes. And there is a time to find out these things but its not in the initial moments of arriving on the scene. I mean if there is’nt coverage for this loss let’s say, that’s pretty darn important to know right up front. But you can find that out at the end of your first conversation with the homeowner not the beginning.People need to know that you really care about what happens to them. Not their insurance policy.Those first few minutes should be completely commited to making a connection with your potential new client. You won’t find a better time to seal that bond then right at the beginning of your hopefully mutually valuable relationship.There are lots of ways to connect with someone. And it’s different with each person. The best way I’ve found is to listen. If you ask they will tell you.People like to tell their story and someone who has just had a fire or a sewer backup has a BIG story to tell.Ask them “what happened?”Then listen…Listen for them to tell you exactly what they need from you and then give it to them.Instant connection. It’s really that simple. This works in carpet cleaning, upolstery cleaning and water damage. Come to a IICRC certification class. http://wwcir.com