In the world of home restoration, unexpected events like water damage, fire incidents, or tree strikes can leave homeowners overwhelmed. The Restoration Report podcast, hosted by Levi Stearns, owner of Core Contractors, aims to demystify the restoration process and provide homeowners with the guidance they need to make informed decisions. This episode introduces Caroline Jordan, the operations manager at Core Contractors, who plays a pivotal role in ensuring seamless project execution.
The Importance of Customer Service in Home Restoration
Customer service is often perceived as simply fulfilling client requests, but as Levi and Caroline discuss, true customer service goes beyond that. It involves setting clear expectations, educating homeowners, and offering expert recommendations to avoid costly mistakes.
For example, a homeowner may request laminate flooring for a bathroom renovation, unaware that laminate is not water-resistant. Instead of simply executing the request, Core Contractors takes the time to educate clients on better alternatives, such as luxury vinyl plank (LVP), which offers durability and water resistance. This approach ensures homeowners make informed choices that enhance the longevity of their homes.
Bridging the Gap Between Homeowners and Restoration Experts
One of the biggest challenges in home restoration is bridging the knowledge gap between homeowners and contractors. Many people are influenced by home improvement shows that present an unrealistic picture of project timelines and costs. Caroline shares how part of her role is to educate clients on what to expect, from material delays to the true complexity of restoration work.
Core Contractors strives to offer transparency in every project. Their team conducts multiple walkthroughs during a project—initial scope confirmation, mid-project assessments, and final inspections—to ensure that every detail aligns with the client’s vision and quality standards. This hands-on approach prevents surprises and builds trust between the contractor and homeowner.
The Power of a Strong Operations Team
Behind every successful general contractor is a strong operations team. Caroline highlights the collaborative environment at Core Contractors, where team members proactively communicate, track project progress, and resolve potential issues before they escalate. Utilizing tools like Microsoft Teams for internal communication and maintaining structured workflows allows the team to manage 40–50 active projects efficiently.
One of the key elements of success at Core Contractors is autonomy. Levi encourages his team to take ownership of their roles, problem-solve independently, and implement new systems that improve efficiency. This culture of trust and empowerment not only boosts morale but also enhances the overall customer experience.
Accountability and Growth in the Construction Industry
A key takeaway from this episode is the importance of accountability. Core Contractors implements structured processes such as the Entrepreneurial Operating System (EOS) to set clear goals, track performance, and maintain a culture of continuous improvement. Through regular team meetings and training sessions, they ensure that every team member is aligned with the company’s mission to deliver top-tier service.
Another fundamental aspect of their approach is understanding the emotional toll that restoration projects can have on homeowners. Many clients have experienced devastating losses due to fires, floods, or structural damage. By offering compassionate and knowledgeable support, Core Contractors helps ease their stress and provides a path forward toward rebuilding their homes and lives.
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Ready to Restore Your Home?
If your home has suffered damage and you need a reliable partner to navigate the restoration process, Core Contractors is here to help. With a dedicated team of experts, industry-leading practices, and a focus on trust and efficiency, they’re ready to assist you every step of the way. Contact Core Contractors today to schedule a consultation and get your home back on track.
