When homeowners deal with water, fire or mold damage, the first call is usually urgent. For ServiceMaster Restore franchisees, that early conversation often centers on a practical question: how is this going to get paid?

At ServiceMaster Restore in Nampa, Idaho, franchisee Christopher Davis and Marketing and Sales Manager Riane Tynan have built financing conversations directly into their intake and inspection process. Their goal is to help customers understand their financing options.

“We ask what happened and create a space to have that conversation,” said Davis. “A lot of times, customers don't know what they need, you're there to help them. We go over the whole [financing] process.” 

Helping Customers Understand Their Options

In the midst of a loss, it can be stressful to navigate the financial aspect of restoration. That’s where ServiceMaster Restore comes in, providing clarity and clear guidance on financing options. Once Davis is on site, the conversation shifts to helping homeowners understand what comes next. 

“We leave information behind, then we start working the estimate,” Davis said. “It’s about staying engaged with the customer and using financing as another tool in our toolbox.”

The company walks customers through the scope of the work, the costs involved and the options available to cover those costs, including third-party financing through ServiceMaster Restore partners, bank loans and home equity lines of credit. Acting quickly during the early stages of property damage is critical to limiting the extent of the problem.

“Homeowners need to take action quickly to protect their homes and belongings from further damage. Water can cause immeasurable damage to a home, and high humidity levels can wreak havoc on its contents,” said Mark Rohlfing, senior manager of local sales at ServiceMaster. “Soot and contaminants from fires tend to be acidic and can cause etching and corrosion on certain materials that could all be avoided through quick decision-making to engage a mitigation company like ours to take action.”

Many homeowners are conditioned to seek multiple bids and choose the lowest price, but that approach can create problems during restoration projects. The lowest price isn’t always the best option when it comes to protecting property values and equity in the home.

“When forced to make quick decisions to protect your home, what really matters is understanding the intended scope of work and the reputation of the company you hire,” Rohlfing said. 

Davis explains the options to his customers: doing some of the work themselves, hiring ServiceMaster Restore to complete the project or combining the two. From there, deeper financing discussions typically begin, and that is when the handoff to Tynan happens. She serves as the financing point person, guiding customers through third-party options and helping them choose a plan that fits their situation.

“It just creates a space for them to even think about it themselves. Maybe they can use a credit card because they could get airline points for that, for example,” she said. “You don’t have to use our financing. But it gets them thinking.”

Becoming Part of the Solution

Both Davis and Tynan say that integrating financing into everyday operations has changed how customers respond.

“When people call us, it’s because they need help,” Davis said. “Financing lets us stay part of their solution all the way through.”

Importantly, they stress that customers are never pushed toward a specific product. Some choose bank loans, credit cards or home equity options instead. 

When handled the right way, financing is not an awkward sales conversation. It is a service that helps homeowners move forward during one of the most difficult moments they will face, while allowing restoration companies to stay engaged, supportive and responsive from start to finish.

For more information on franchising with ServiceMaster Restore, visit: https://franchise.servicemasterrestore.com/.