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.

The Dangers of Hidden Water Damage in Commercial Properties

By Adrianne Hungerford • June 3, 2026
Hidden moisture can damage commercial buildings long before it's visible. Learn the risks, warning signs, and importance of professional mitigation.

Why Pre-Loss Planning Matters for Lafayette Properties on the Gulf Coast

By Jeremy Cryer • May 27, 2026
On the Gulf Coast, preparation isn’t optional. It’s simply a part of doing business. From hurricane season to heavy rain events and everything in between, properties in Lafayette face a different level of risk than most. And when something does happen, the difference between a smooth recovery and a stressful situation often comes down to one thing: having a plan in place with the right team. Why Pre-Loss Planning Looks Different in Lafayette Pre-loss planning looks a little different here because the risks are different. It’s not just about knowing where your shutoffs are or having a list of contacts. It’s about understanding how quickly a storm can shift, how water can move through a property, and how to respond when multiple buildings or locations are impacted at once. That kind of preparation requires more than a template. It requires local knowledge. At Guarantee Restoration Services, our Lafayette team builds pre-loss plans with that in mind. We take into account the specific challenges that come with properties in Acadiana, including wind-driven rain, tornado threats, and the potential for widespread damage across an entire area. That allows us to create a plan that is realistic, not just theoretical. The Importance of Having a Clear Path Forward “We’ve seen how quickly things can escalate during a storm event. Having a pre-loss plan in place gives our clients a clear path forward instead of trying to figure it out in the middle of the chaos,” said Craig Rose, Mitigation Manager at our Lafayette Branch. That “clear path forward” is what makes the biggest difference. When a storm hits, response times are everything, but so is access. Roads can be blocked, power can be out, and communication can be limited. A strong pre-loss plan accounts for those variables and ensures that response efforts can begin as soon as it is safe to do so. Protecting Operations, Employees, and Tenants It also helps property teams stay focused on what matters most. Instead of trying to coordinate vendors, track down information, or make high-pressure decisions, they can follow a plan that has already been built around their property and their priorities. From a business standpoint, that level of preparation protects more than just the building. It protects operations, tenants, employees, and timelines. Building Trust Before Disaster Strikes “Pre-loss planning is about building trust before there’s ever a problem. Our clients know who to call, what to expect, and how we’re going to support them when something happens,” said Paige Hebert, Business Development Representative in Lafayette. That trust and familiarity matter, especially in a region where large-scale events can impact entire communities at once. You are not just calling a company, you are calling a team that already understands your property, your risks, and your expectations. Be Realistic. Be Ready. Pre-loss planning on the Gulf Coast is not about over-preparing. It is about being realistic and ready. Because when the next storm comes through Lafayette, it is not a matter of if you will need a plan—it is a matter of how well that plan works when it is put to the test. Call us today to schedule your Pre-Loss Planning meeting where 24/7 is not just a number… it’s a GUARANTEE!

How to Respond to Property Damage in the First 24 Hours

By Shawn Folks • May 20, 2026
When a disaster strikes and a loss happens, the clock starts immediately. The first 24 hours after a storm event or a fire loss are the most critical for any property. It is at this time that major decisions need to be made, the damage is either controlled or spreads, and the path to recovery is determined. These decisions are often rushed, unclear, and reactive without a plan in place. This is where having a pre-loss plan makes a measurable and meaningful difference. A pre-loss plan creates a clear starting point for you and your team instead of scrambling to figure out who to call, what steps to take, or how to protect the property. It removes reactive hesitation and replaces it with action to recover. Everyone involved knows their role and understands the process, allowing them to move quickly without second guessing. Speed matters in restoration. Water continues to spread; materials continue to deteriorate, and secondary damage, like mold, can begin in as little as 24 to 48 hours. The faster a response is initiated, the more damage can be contained. Pre-loss planning allows that response to begin immediately, not hours or days later. Other than fast action, it also brings clarity during a very chaotic and challenging moment. Property managers, facility teams, and business owners are not left out in the dark trying to make high-pressure decisions on the spot. Instead, they are following a plan that has already been thoroughly thought through, discussed, and tailored to their specific property’s needs. Communication can become fragmented without a plan. Another advantage to pre-loss planning is coordination. There are several moving parts including emergency services, restoration teams, and insurance carriers. Having a plan streamlines communication ensuring that everyone involved is aligned from the start. At Guarantee Restoration Services, pre-loss planning is designed to support the exact moment the dust settles. It’s not just about preparing documents to sign ahead of time; it’s about setting up our partners and clients to respond with confidence when it matters the most. From established points of contact to documented site conditions and response protocols, everything is built to protect time, reduce damage, and maintain control.  Many people think preparation is about preventing the worst from happening. Rather, it is about being ready when it happens. Because when those first 24 hours hit, you do not want to be figuring things out. You want to be executing a well-formulated, personalized plan for recovery. Call us today...where 24/7 isn’t just a number, it’s a GUARANTEE!
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