Managing Customer Relationships

Kim Silvio • April 28, 2022

When I was asked to write about this topic, the first thing that came to mind was how I have managed my own customers and relationships throughout the many years I have been in sales. I asked myself what are some essential things that make a great relationship. Below, I will discuss in depth what those are. 


I truly believe that if you practice these key essentials, then managing the relationship is the easy part. For many years, I have practiced three methods: open communication, listening and trust. By utilizing these, I have been able to build, manage and keep my relationships no matter what business I have been a part of.


Open Communication

Having open communication is key to a successful customer relationship. It is important to establish this in the beginning. When you have that open communication, then you and your customer will understand the importance of what they expect from you and what you expect from them. Therefore, whenever something unexpected happens, or if they are unhappy with something, they can be more comfortable expressing that to you. It may be a simple concept, but it is vital.


Listening 

Do you consider yourself a good listener? It’s something we don’t really think about, as it is an intrinsic trait. Oftentimes, we think we are listening, but we also live in a distracted world and aren’t always as focused as we should be.


Listening can be an underrated skill, but we use it when we don’t realize we are doing it. A successful relationship with your customer requires attentive listening. Listening to your customer is key. Although they may seem like small things, get to really know your customer by learning things about them and taking note. For instance, ask them what their favorite restaurant is, when is their birthday, or what they like to do in their spare time. When they need your services, this could be the difference of them calling you for help versus your competitor. 


While it is great to have these lighthearted and more personal conversations, however, I do understand that customer relations are not always “sunshine and rainbows.” Listen intently and be empathetic whenever the call is a dreadful complaint. Good or challenging, we must listen to it all. Honestly, if you actively listen to them, they will take notice. A good partnership with your customer consists of always listening intently them no matter what. 


Trust

Finally, you must have trust. By definition, trust is the firm belief in the reliability, truth, ability or strength of someone or something. 


In most successful sales relationships, you both must trust one another. Truthfully though, it doesn’t happen overnight. With open communication and listening, over time, the trust will develop. When your customer has trust and faith in you, you truly have a valued partnership. 


It may be easy to earn trust, but it can be difficult to gain it back, if someone loses trust in you or your organization. The ongoing management of customer relationships is how you get through those tougher conversations, complaints and criticisms.


Here at Guarantee Restoration, we truly exhibit all three of these skills when talking to our customers. Afterall, partnership is one of our five core values at GRS.


24/7 is Not Just a Number...

At Guarantee Restoration Services, our team is comprised of more than 160 professionals. We deliver quick response and effective solutions to restore a business after a fire, water, wind, mold or other property damage. The GRS team is available 24/7, which is not just a number, it’s a GUARANTEE. For more information about our company and services, visit our website today at www.GuaranteeRestoration.com.

Guarantee Restoration Services Launches National Sales Team to Expand Strategic Partnerships Across the Country

By Christina Mullins • July 22, 2026
FOR IMMEDIATE RELEASE Contact Information: Zack Klein Director of Marketing and Business Development 225-753-8682 Zack@247GRS.com Guarantee Restoration Services Launches National Sales Team to Expand Strategic Partnerships Across the Country BATON ROUGE, La. – June 16, 2026 – Guarantee Restoration Services (GRS), a leading full-service restoration contractor serving the Gulf Coast since 1974, is proud to announce the implementation of its new National Sales Team. This strategic initiative marks an exciting step forward in the company’s continued growth and commitment to serving clients and partners on a broader scale. The newly established team will be led by Barrett Dick, Director of National Sales, alongside Zack Klein, Director of Business Development and Marketing. Together, they have played a pivotal role in growing GRS relationships across multiple industries throughout the Gulf Coast and beyond for over a decade. The team also includes newly hired account executives, David Stern and Chad Catalano. “Over the years, we have seen our partnerships and opportunities continue to grow beyond our traditional footprint,” said Zack Klein, Director of Business Development and Marketing at Guarantee Restoration Services. “Creating a dedicated National Sales Team allows us to strengthen those relationships, support our partners on a larger scale, and continue expanding the reach of the GRS brand, while staying true to the service and responsiveness we are known for.” Dick, who will celebrate 10 years with GRS next month, brings extensive industry knowledge and leadership experience to the role. He holds multiple Institute of Inspection Cleaning and Restoration Certification (IICRC) credentials, including Water Damage Restoration Technician (WRT), Applied Structural Drying (ASD), Applied Microbial Remediation Technician (AMRT), and Fire & Smoke Damage Restoration Technician (FSRT). After graduating from Louisiana State University, Barrett began his professional career with Marucci Sports before joining Guarantee Restoration Services in July 2016. Just weeks into his time with the company, the historic Great Flood of 2016 impacted Southeastern Louisiana, providing him with firsthand experience managing large-scale losses and coordinating restoration efforts for major school districts and commercial clients. Since then, he has helped cultivate business development efforts throughout Louisiana and nationally, working closely with partners in hospitality, education, government, healthcare, and other commercial sectors. “Our focus has always been relationship-driven,” said Dick. “We want our clients and partners to know they have a team they can rely on before, during, and after a disaster. This National Sales Team is another way we are investing in those relationships and positioning Guarantee to better serve organizations wherever they need us.” As part of the expansion, GRS hired David Stern as a National Sales Account Executive. Stern brings more than a decade of high-level sales and relationship management experience from the professional sports industry. Prior to joining our team, he served with the New Orleans Saints and Pelicans organization, where he consistently ranked among the organization’s top sales representatives and generated more than $38 million in multiyear contracts throughout his career. “David’s experience of building relationships, managing high-profile partnerships, and delivering exceptional client service makes him a tremendous addition to our team,” added Klein. “His background and skillset align perfectly with the direction we are heading as a company.” The National Sales Team also includes Chad Catalano, who joined Guarantee Restoration Services in January 2026. Catalano brings nearly two decades of restoration industry experience, with a strong background in sales leadership, project coordination, and relationship development throughout the Southeast and Gulf South regions. Prior to joining GRS, Catalano served as National Sales Manager for ServiceMaster DSI and spent more than 16 years with US Restoration as a Sales and Project Coordinator. Throughout his career, he has built long-standing partnerships while helping clients navigate complex restoration and recovery projects. In addition to his restoration industry experience, Catalano also spent several years as a successful high school baseball coach in the New Orleans area, earning multiple district championships and Coach of the Year honors. His leadership, communication skills, and client-focused approach make him a valuable addition to the growing national team. Guarantee Restoration Services continues to serve clients across Louisiana, Mississippi, and Alabama with six locations in Baton Rouge, Lafayette, and New Orleans, Louisiana; Gulfport and Jackson, Mississippi; and Mobile, Alabama. With the implementation of its National Sales Team, GRS is further expanding its ability to support partners across the country through large-loss response, catastrophe recovery, and national account relationships. The company specializes in water, fire, mold, storm, and biohazard restoration, as well as reconstruction and pre-loss planning services. For more information about Guarantee Restoration Services, visit www.GuaranteeRestoration.com or call 1-800-349-HELP (4357).

Reconstruction Services in Mobile: Rebuilding After Storm and Property Damage

By Erik Seagrave • July 15, 2026
Learn how Guarantee Restoration Services provides expert reconstruction services in Mobile, AL after water, fire, storm, and property damage. (

Meet The Team | Jerome Etienne

By Christina Mullins • July 8, 2026
Behind every successful restoration project is a team of dedicated professionals committed to helping customers recover after disaster strikes. This month, we're introducing Jerome Etienne , a technician at our Baton Rouge office whose hard work and honesty make him a valued member of the Guarantee Restoration Services team. From Forklift Driver to Restoration Technician Jerome is originally from Lafayette, Louisiana , and joined Guarantee Restoration Services in September 2024 . Before beginning his career in restoration, he worked as a forklift driver. Since joining GRS, Jerome has embraced the hands-on nature of restoration work and takes pride in helping prepare properties for the rebuilding process. Finding Satisfaction in Demolition Work. When asked what he enjoys most about working at GRS, Jerome didn't hesitate. He enjoys working on demolition projects, where every job presents a new challenge and plays an important role in restoring a property after damage. Removing damaged materials safely and efficiently helps lay the foundation for the next phase of the restoration process, making demolition one of the most critical steps in recovery. Living the Core Value of Honesty Of GRS's five core values, Honesty is the one that resonates most with Jerome. "I believe people appreciate knowing the truth, especially after their property has been damaged. Being honest, dependable, and transparent helps build trust and shows our customers they can count on us from start to finish." Jerome believes honest communication helps reassure customers during stressful situations while building lasting trust throughout the restoration process. Advice for New Team Members Jerome's advice for anyone starting a career in restoration is straightforward. "Follow what the Lead Tech says. You'll learn everything you need to know." By staying willing to learn and trusting experienced team members, new technicians can quickly build the skills and confidence needed to succeed in the field. Outside of Work When he's off the clock, Jerome enjoys spending time outdoors. Whether he's fishing or visiting the gun range, he enjoys activities that allow him to unwind after the work week. A Childhood Dream As a kid, Jerome dreamed of owning a food truck. While his career path eventually led him to restoration, that entrepreneurial spirit and strong work ethic continue to shine through in everything he does. Thank You, Jerome! We're proud to have Jerome as part of the Guarantee Restoration Services family. His dedication, honesty, and willingness to tackle every challenge help make a difference for both our customers and our team every day. Interested in Joining the GRS Team? At Guarantee Restoration Services, we're always looking for hardworking individuals who share our commitment to excellence, honesty, efficiency, and partnership. If you're interested in building a rewarding career with a team that makes a difference every day, we'd love to hear from you. Visit our Careers page to learn more about current opportunities and become part of the GRS family.
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