Content Overview
You and your techs are experts at restoring damaged homes. Congratulations!
But how are you at “healing the insured” after they have been traumatized by a sudden, devastating loss…
Remember, 80% of how your restoration client decides on your job quality is based on how they FEEL about you and your employees restoring their home.
This 8-lesson MP3 audio course is an automated “empathy tool” to help even the most macho tech feel the pain of a devastated insured. Instead of you repeating boring basic etiquette rules to every new hire, deploy this targeted-to-restoration training strategy: a plug-and-play system tied directly to an employee’s compensation!
With this on-demand audio course you can expect:
- Subcontractor Orientation: Equip your outside tradespeople with the “Hidden Blueprint” section to protect your brand and maintain flawless onsite professionalism.
- Bulletproof Your Reputation: Proactively bank “Emotional Equity” with homeowners to dramatically decrease complaints and increase 5-star reviews.
- Automated Team Culture: Build a customer-centric team that treats the human elements of a disaster even more seriously than the structural repairs.
- Lifetime License: Use “Healing the Loss” for an unlimited number of current team members along with training all your future hires.
What You'll Receive:
- 8 audio lessons focused on empathy, communication, and customer service in restoration
- Skills Reviews to reinforce key concepts and evaluate understanding
- Subcontractor orientation materials featuring the “Hidden Blueprint” section
- Lifetime access for training unlimited current and future team members
Make the “technician vs. trauma consultant” pivot!
This 8-lesson MP3 audio course is an automated “empathy tool” to help even the most macho tech feel the pain of a devastated insured. Instead of you repeating boring basic etiquette rules to every new hire, deploy this targeted-to-restoration training strategy: a plug-and-play system tied directly to an employee’s compensation!
Simply hand a new hire (or a current team member) this MP3 audio series and promise them a bonus once they pass the included Skills Reviews!
“Healing the Loss” is an easy hands-off way to standardize a stellar customer service culture without adding even more meetings to your already jam-packed schedule!
Meet Your Instructor
Steve Toburen
Steve Toburen spent over 20 years "down in the trenches" building his cleaning and restoration company into a 1.4-million-dollar business. (All in a very small market of 30,000 people!) After successfully selling his flagship company, Steve developed his Home Front Success training for residential service companies.
He is an internationally recognized expert on small services businesses, a widely published author, and a popular instructor.
Frequently Asked Questions
Healing the Loss is an 8-lesson audio training course that teaches restoration professionals how to support homeowners through the emotional impact of a property loss. It helps technicians build empathy, strengthen customer relationships, and deliver a more reassuring, professional experience during a stressful time.
- 8 audio lessons focused on empathy, communication, and customer service in restoration
- Skills Reviews to reinforce key concepts and evaluate understanding
- Subcontractor orientation materials featuring the “Hidden Blueprint” section
- Lifetime access for training unlimited current and future team members
This program is best suited for anyone who interacts directly with homeowners or represents the company on a restoration job, including:
- Restoration technicians
- Crew chiefs and project managers
- Estimators
- Customer service and office staff
- New hires as part of onboarding
- Subcontractors who interact with customers
An unlimited number of employees. Healing the Loss includes a lifetime license, allowing a company to use the program to train all current team members as well as future hires.
The focus of Healing the Loss is customer care and empathy during the restoration process. It teaches restoration professionals how to recognize the emotional impact of a property loss, communicate compassionately with homeowners, and provide reassurance and peace of mind—not just technically sound repairs.