The Key To FRSTeam’s Exceptional Restoration Services


August 2023

FRSTeam’s Exceptional Restoration Services

Every day, we show up for people on one of the worst days of their lives. Kindness and clear communication are just as important to us (and our clients) as our solid technical skills.

Empathy is what makes us all go that extra step. We want to create a special moment for our clients – we know that a heartfelt gesture makes all the difference. In fact, for FRSTeam locations across the nation, it’s become second nature to seek out those “goosebump” moments. Today we’re happy to celebrate them with you.

Have a special moment or experience with FRSTeam you’d like to share? Send it our way – we’d love to spotlight you!

Creating Goosebump Moments: Examples of Empathy in Action

FRSTeam by Rogers – St Petersburg, FL

This little dress was special – it was her first Christmas dress. Her mother had brought it back from Germany but it was damaged in the disaster, maybe even beyond repair.

The crew not only saved the dress, but shadowboxed it for the customer. “That’s definitely going to go on the wall,” the customer said, wiping away a tear.

The crew replied with a smile: “I’m glad that we could do something special for you.”

FRSTeam Restoration Video

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FRSTeam by Custom Commercial – Fresno, CA

The client they helped was so moved they sent this email: “Your crew was extremely professional. I have already talked to Mark, the adjuster, about using your firm for the rest of my pack out.”

Employee Spotlight: Cheila Parra

The bed skirt that went to the customer’s medical bed was badly damaged. When Cheila heard it would be hard to replace, she took matters into her own hands. She sewed the beloved blanket by hand and returned it to an astonished customer.

Thank you, Cheila! Your generosity and loving attention to detail is what we’re all hoping to achieve. You made your customer’s day – and you make us all so proud.


5 Tips for Fostering Empathy

Encouraging empathy benefits your clients and boosts team morale. By fostering a culture of empathy, you can create an organization that goes above and beyond to provide exceptional service during times of crisis.

  1. Active Listening: Practice active listening when interacting with clients. This means fully engaging with the client, giving them their undivided attention, and showing genuine interest in their needs and concerns.
  2. Perspective-Taking: Have the team do exercises that make them step into different viewpoints.
  3. Create Supportive Policies: Maintain a healthy work-life balance. When employees feel supported and valued, they are more likely to extend the same courtesy to clients.
  4. Team-Building Activities: Explore activities that encourage collaboration, trust, and understanding with one another.
  5. Encourage Self-Care: When employees take care of themselves, they are better equipped to provide empathetic support to clients in their time of need.

Questions? Whether you’re an owner, an employee, or an adjuster, just reach out. We’re here to help.

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