How do you deal with damage to your client's property?

If there's damage to a client's property, the best move is to be upfront immediately. Take clear photos from multiple angles, note exactly what happened, and notify the client right away with an apology and a plan to fix it. Document everything for your insurance claim, and offer to cover the repair or replacement yourself if it's minor. Transparency builds way more trust than trying to hide it. Most clients appreciate honesty and will work with you if you're proactive. This can also significantly increase the probability that the client will seek your services for future needs and tell there friends too!

This is personal to me. A contractor left my apartment with serious damage and no bathroom and kitchen and never looked back. I know what it feels like to be powerless in your own home. That’s exactly why I am starting this business. I document everything before and after every job, I communicate every step of the way, and if something goes wrong on my watch I own it and fix it no excuses. My clients are probably already struggling. The last thing they need is someone adding to their burden. I want to show up to lighten the load, not add to it.

In our industry, mistakes are rare, but when they happen, transparency is everything. We document projects thoroughly with photos before, during, and after the work. If damage occurs, we communicate with the client immediately, take responsibility, and focus on finding a solution rather than assigning blame. I’ve found that clients are often more understanding when you’re honest, proactive, and committed to making things right. The goal isn’t perfection; it’s professionalism and accountability. At Restoration Hero, trust is one of our most valuable assets, and how you handle a problem can strengthen a client relationship just as much as a successful project.