Rules for adjusting | everyone is your customer
In this video - part of a brand new series from AdjusterTV called The Rules for Adjusting - learn Rule #1: Everybody Is Your Customer
If you've been watching AdjusterTV for a while, you've probably figured out that I tend to go against the grain on a few things. I like to close files on site, I send insureds to voicemail, I don't rely on drones or apps or other gadgets to run claims and so on.
But probably the most controversial thing I say is that I never argue with contractors. I don't fight with them, I'm not rude to them, I don't give them the cold shoulder.. in fact, quite the opposite.
I'm as friendly with them as I am the homeowner.
I learned early on in my career that just because I might be in an adversarial role versus a restoration contractor - that doesn't mean that everything needs to be a fight.
I figured out that if I led with kindness, respect, and friendliness - with anyone and everyone - that my phonecalls and field inspection meetings went way smoother. While they still happened every once in a blue moon, contentious meetings with roofers became extremely rare.
When I figured this out I decided that I needed a rule for myself whether I was working or not: Everybody is my customer.
And when I say "everybody" I don't mean just people that I consider to be allies - like my manager, the agent, the carrier cat team and so on. I mean everybody. Roofers, public adjusters, water mit guys, attorneys, carrier QA.. doesn't matter.
Reasons why this works:
if I lead with friendliness in a roofer meeting - even if its the biggest storm chaser in the country - it sets the tone of the meeting. And it makes it hard for the other guy to start acting like an ass. Just like in many things, the first guy to lose his cool is usually the loser - and the insured is watching.
storm chasers suddenly become my buddy and my advocate on subsequent roof inspections. "yeah, man I really want to buy this roof, but I'm just not seeing it. You know, I have to prove the loss - whether I'm saying it's totaled or there's no damage - in my photos and it's just not here. This neighborhood has been hit and miss for totaled roofs - BUT - (whips out phone) have you guys been over in the Elk's Landing neighborhood? No? Well, I'm totaling everything I walk on over there and I haven't really seen many contractor signs in yards yet so maybe you guys will have better luck with adjusters over there." Next time I see that guy on a roof in a fringe area - and all summer long - "hey bro, listen thanks for the tip on Elk's Landing. So on this one, bro, we know this area was lightly hit but we thought maybe there was enough on it - we didn't say anything to the insured one way or the other - but whatever you say is cool with us." I can't tell you how many times I've had that exact conversation. And we'll look at that roof and if I can total it, I will. If not, we're smiling and shaking hands and he's backing me up when we explain it to the insured.
and number three: if I'm on a big hail storm with tons of storm chasers - looking at you Minneapolis - or a big hurricane in New York where everybody has a public adjuster or an attorney my stress level drops to near zero. I know that I have a secret weapon in my pocket that will disarm any potential rough treatment from the other guy: just being a nice dude and not letting myself get dragged down into the mud.
How does this work?
Basically you just think about others first, you don't hold a grudge, and you don't take anything personally.
Remember: that guy you're meeting on the roof doesn't get paid - at all - unless you total that roof. He may have a lot of pressure put on him from his bosses and his family and himself to close sales. On the contractor side there are zero guarantees. As the adjuster I get paid just for showing up.
So think a little bit about that guy's situation when he starts to have a comeapart in the insured's front yard. It's not about you so don't take it personally and don't let it affect the next meeting you have with him (which you will) or with other roofers - you know: because they're all crooks.
Rule #1: Everybody Is Your Customer
