You’ve worked really hard, learned as fast and thoroughly as you could, made some great contacts, and now you have files.  Beyond the obvious (inspect and close), what are some strategies that will turn this event into something that is worth leaving the house?  How about making this an event that is long lasting, and can actually change your career?  50 files then back to the house is certainly not a failure, but can more be accomplished?  YES.

1.       Serve

A quick word about this business- It is dangerous for your ego.  By that, I mean your head could quickly grow so big that you’ll have to wear button up shirts to get them on.  Don’t believe me?  Go to a company “Social” and just stand there listening.  We’ve all handled more difficult insured’s, been on steeper roofs, done everything faster, and of course – made more money “than everyone here”.  Really?  Is that possible? ” I’m in a room full of #1’s!  Woo-Hoo”.  The bad news- there’s only ONE #1, and that person is probably working instead of hanging at this social anyway.  If you want tips from #1, find the adjuster that drops off their files, says hello to management, and walks back out.  The guy blowing hot air over in the corner is not likely to be a good source of info.  Be polite and read his resume’ when he hands it over, but be warned – his mother wrote it.

Avoid all that.  Get out there and SERVE.  Servants win.  Period.

Who am I supposed to be serving?  Well, it’s simple, really.  You are there to serve 3 entities primarily.  They are (in no particular order):

1. The adjusting firm
2. The carrier
3. The policyholder (including their representatives, if that applies)

If you go out with the attitude of serving, you will have much less stress, create a better work product, and produce higher volume.

I’ve written this before, and I’ll likely write it again.  It’s worth repeating.

Go into your files with the attitude of a business owner.  Serve your clients.  Do what it takes to get the job done.

Employees are told to do this and do that.  Business owners pull themselves out of bed and create better ways to do things, more efficient processes, and better results overall – well, that’s YOU.  Own it.

The moment you view yourself as “special” or “indispensable” is the moment the job starts to fall apart.  We’re all replaceable.  And you know what?  Even if it took 5 adjusters to replace just me – it doesn’t cost any more to hire those 5 than it does to hire me.  I can be replaced.

Serve, serve, serve.

2.       Make your “yes” mean “yes”

With rare exception (and we have actually seen those exceptions during Superstorm Sandy), if you commit to go with an adjusting firm- it’s best to stay with that firm.  The grass really isn’t greener over at that other firm.

Let’s just say you’re on 5 rosters.  You’ve been in contact with each of those 5 firms, and suddenly the North Atlantic radar shows a huge ball of rain spinning at a substantial pace.  Sound familiar?  That one radar loop will eventually lead to at least 3 out of the 5 firms calling and wanting YOU.  Decide right away which firm you PREFER.  If the preferred firm calls, there really is no problem.  Considering the fact that you’re on 5 rosters, we’ve got a 20% chance of that.

Let’s say that your 2^nd favorite firm calls first.   If you need a minute (and I mean ONE minute), ask the dispatcher if you can call right back.  Then, simply call your preferred firm and have an honest conversation.  Let them know you have an opportunity to work, but would rather go for them.  You’re basically giving right of refusal here.  They are real people, and they know you’re a real person.  There are generally 2 answers you’ll get in this scenario.

1. “WAIT, we have something for you”.
2. “I have nothing right now, and understand you have a decision to make.  If you do go with firm B, please let me know.  Then call back when you become available”

That’s normally it.  Now, everyone knows where you stand and you can move forward.

Let’s take this scenario one step further.  Assume you say yes to firm B.  That’s it- you’re not available now.  If firm A calls, just let them know that you have committed and can’t go.  This is a great time to say “When I commit to you, I will be there for you as well.  I really want to work for you, but am already committed to another firm”.  I’ve dealt with great professionals, and have rarely received grief from any about this.  If they give you a hard time about it- it may be time to reconsider which firm should be in the “A” slot.

“Yes” needs to mean YES.  This industry is a remarkably small world.  Burning one bridge may mean burning others.  Stick to your commitments, and show your character.

3.       Don’t take it personal

If you’re already deployed, you probably know what I mean here.  You can certainly relate to this section, anyway.

The pattern is so consistent.  New adjuster goes out into the world, works VERY hard, gets everything just right, and turns in the file.  A great relief comes over our new guy, and he gets back to work on his other files.  48 hours later, that perfect file is rejected.  Red ink all over it.  You know what?  It happens to everyone.  They’re not trying to break you, I promise.  Observe the changes they ask for and make them.  Then make every file just like that from then on.

As an alternative, turn in that first file with a slightly different approach. I do this EVERY storm.  Hand in your first closed file, and say to your manager, “I’m looking forward to getting this back.  Once I know how you want the files, they’ll all be how you want them.  If you see me doing something in a way that you don’t prefer, just let me know.”

4.       Pace yourself

The pressure to perform is immense.  Go, go, go is the theme.  This will seem contrary to logic, but you need to maintain a pace that allows you to close everything you see today.

If that means seeing 2 and closing 2- fine.  The momentum will build, believe me.  Seeing 10 and closing 0 is less productive than seeing 2 and closing 2.  If that doesn’t make sense, read the sentence again.

Stay on top of your closings.  Speaking of, if a trainer offers to ride with you- accept the offer.  You’ll be glad you did

4.5   Leave your pride at the house and be open with management

If you need help, ask for it.  The adjuster that pretends everything is fine is like a bottle rocket.  He lights with the rest of us, then shoots up in the sky, gets real quiet and disappears.  Then, BANG.  He comes crashing back down.  Too late.

The “squeaky wheel” analogy is overused, for sure.  But…….

My point – ask for help if you need it.  Accept help if it’s offered.

Part 2- if you want to stay and keep working, say so.  Managers are not psychic.  I’m not certain on that, but I’m pretty sure.  Even if they are, the room would be packed with thoughts.  The odds of reading YOUR mind are pretty slim.  I ALWAYS let management know if I want to stay on the storm.

Imagine you’re the manager- you have to let someone go, but you like everyone there.  (it really does happen).  You have some folks that you know want to stay.  And you have some folks that haven’t said either way.  All things being equal, let’s keep the folks that have clearly stated their desire to stick around.  Pretty straight forward, really.

I hope this helps.  Please email me at chris@topadjuster.com if I can help you in any way.

Enjoy the adventure!

My phone rings a lot!

“Hey, Chris.  How do I….”?  Sometimes it is Xactimate related, sometimes not.  Adjusters ask me the secrets to getting deployed, contractors ask me the secrets to dealing with those pesky adjusters.

I get questions about a lot of things.  For whatever reason, this week was filled with “I can’t remember my password.  how do I get into Xactimate”.  Man, could I have fun with that one!  A quick response of “Well, you’re in deep trouble.  Xactimate is very sensitive about this- you may be on hold a while.”  Then tell them the real solution takes about 10 seconds – open the program, sign on with a new User ID, DO NOT USE A PASSWORD, and get right in.  Your files ARE THERE.  The relief and laughter on the other end of the phone is priceless.  One caller this week has been using the program for his entire professional career, and forgot his password.  Another was a lady that was so sweet, eager to get going, at the end of day 1 of a 3 day class, and using the DEMO version of the software.  I hurt a little for her thinking how much more info she could have gotten, retained more, and spent way less money had she found my site first- she expressed the same frustration.  I digress….

The #1 conversation?  The #1 call?  If the title of this piece caught your eye- you already know.  “I’m starting my independent adjusting career RIGHT NOW, and you seem like a guy that would know – Specifically, what steps should I take to get deployed RIGHT NOW?”

If you know me, you know I give basically the same speech, with variations depending on the background and goals of the person asking.  That speech is right on the money , and yields results – IF you have time to go through the various processes, get on rosters, get licensed, develop relationships and build your career.  Whew-  hold on while I catch my breath!

Hurricanes change all that.  If you start the licensing process today, it will be several weeks before you get that license- you missed the boat.  Your nephew is getting rich, and you’re getting cramps from standing at the mailbox for 6 weeks.  So, then what?  Let the opportunity pass?  NO WAY!!!  If you don’t have a “Come hell or high water” attitude, this job won’t be for you anyway.  Let’s go for it.  “No” is only an answer for people that take NO for an answer!

I am a HUGE believer in licensing, but you will notice that it is not number 1 on this list – due to the time factor.  If you make the license your number 1 priority – you’ll likely miss the opportunity.

Here’s a list of 4.5 ‘Must Do’ Things to maximize your odds of immediate deployment as a New Adjuster in a storm event:

1. Get Xactimate Certified- Level 1 AND Level 2
I’m reading your mind.  You’re thinking “Man, I thought I was going to get something out of this, and the Xactimate Trainer is suggesting Xactimate training.  Gosh, shocker!  He wastes no time with the sales pitch!  I’m outta here!”

Give me a second here.  This makes perfect sense.  In an industry that has a painfully high failure rate, the folks that hurt the most from turnover (Okay, maybe they suffer slightly less than the folks that go out into a brand new industry and fail in 2 weeks with no income).  I’m talking about the carriers and the adjusting firms.  The resources they pour into people to keep them from failing is astonishing.  And, still, most folks fail on their first attempt- and there is no second attempt!  How do I display to the firms that I am a lower risk?  The answer is simple- email them your Xactimate Level 1 & 2 certificates!  You have now demonstrated competency in the single largest problem area.  Not to mention, you will actually have a greater skillset and comfort level with Xactimate.  It so happens that I have webinars that are On Demand, can be viewed for 30 days as much as you want, and Level 1 is just $75.

There is no better way to display your skillset as a new adjuster than to become Xactimate Certified.  Don’t worry- even if you’re brand new, my webinars will quickly build your confidence and your skillset.  You’ll love the program, you’ll be comfortable with it, and you’ll pass the exam – I guarantee it!

I’ve never had anyone go through my webinars and fail the exam on their first attempt.  Read about an experiment HERE, where I had a chef that had never heard of Xactimate go through the webinar and test level 1- He passed!  He was shocked at how easy it was.  His score?  98%!  It certainly won’t help his cooking, but it does prove that the webinars teach every single person from every walk of life- and they will pass the exam!

When developing a strategy that is based on time (or lack of it), getting Xactimate Certified on 2 levels in 2 days makes a lot of sense.  Start now – you could be certified tonight!

 2. Adjusting Firm(s)

Notice the (S)?  I am a huge believer in finding a firm that works well for you – and one that fits your style and personality.  You’ll know what I mean very soon into your career.  The only way to find “The One” is to communicate with several.  Each firm has it’s own personality – that’s not good or bad, but it is a fact.  There’s no sense staying with a firm that doesn’t fit well with you.  Again- we’re dealing with a time issue here.  Get on several rosters.  Call the HR folks and be open and honest with them.  Many times, based on the way they treat you over the phone on those initial calls, you’ll know who you PREFER to work for.

• Be sure the info they have on file for you is up to date – licensing, certs, address, email, phone, whatever.
• Always have a POSITIVE reason for calling them.  I remember early in my career, I would call to say “I just got this cert or that one”.  NOT calling to nag them into deploying you.  Be nice, be professional.  Check in and treat the folks on the phone with respect.  Every single interaction is an interview.  Besides, if dealing with HR stresses you out and causes you to lose your manners – stop reading now and pick a new career path!
• DO NOT wait for your adjusting license to arrive before starting this process.  Start now!
• Many adjusting firm web sites boldly proclaim “We only use adjusters with 3 or more years of experience” (or something like that).  Click past that and apply anyway- you have to trust me on this.  Some mean it, some don’t.  You’ll know who didn’t mean it when they call and ask you to go to work (especially since you’re Xactimate Certified).

3. State Licensing

So far, we’ve focused on things that can be accomplished quickly and will get you higher on the deployment totem pole for a quicker deployment.  You’re on several rosters, you’re Xactimate Certified, and you’re on the deployement radar.

Let’s settle in and pursue the State License now.  “Settle In” DOES NOT mean SLOW DOWN!  You’re eligible for deployment, and may be deployed before this step is accomplished – but this is important to your long term career.

Get on line and enroll in a class that will teach you AND waive the state exam.  The list of classes is too long for this post.  If your state doesn’t offer these courses (many do not), then go for a non-resident license in TX or FL.  I happen to like the one taught by Polk State College here in FL.  What makes their training different?  You learn, waive the state exam, AND get an Accredited designation from a college.  It’s not more expensive, and it doesn’t take any longer than the others.  You can CLICK THIS LINK if you are interested in their program (NO- I don’t get kickbacks.  They just have a good program that benefits my students).

4.Training and Certifications

You’re standing out by being Xactimate Certified, you’re on several rosters, you’re taking the online licensing course.  Put ‘er on cruise control, sit back , and WAIT!

Yeah, right.  

Take note that many adjusting firms will offer certification courses for the carriers they work for.  Get on the list, accept any free training they offer.  This is a no brainer!

1. You get FREE training.  They may have scoping classes, certification classes for their carriers, Rope & Harness – who knows?
2. You display a clear interest in working with that firm.  If they offer and you refuse- do they really want to choose you over the other 10,000 applicants?  No.  They invest in you and you invest in them.  That does make sense.
3. You get one on one time- face to face.  In a business that seems very “Cloak & Dagger” to the newbie, you get to meet and introduce yourself.  More decisions are made at sign in, lunch, and after class than at any other time in this business.  Seize the opportunity to become a person, and not a number!  Get in there and learn the secret handshake!

4.5 Attitude/ Marketing Yourself

Packed with cliche’s, but accurate nonetheless.

• Be patient -  Persistent, but patient.  Diligent, but patient.  Determined, but patient.
• Be friendly -Said it before, and I would say it a thousand times if I could.  Being a pushy jerk with the deployment folks pretty much confirms you were going to be a pushy jerk to your insured’s and management at some point anyway.  The folks that can “weather the storm”, so to speak, are the ones that make it.
• Be Flexible – I see so many people that lock their fantasy job in their head, and wait for that AND ONLY THAT.  That’s plain crazy!  If you love sunshine and wind in your face- TAKE THE INSIDE JOB if that’s what you’re offered.  “But I don’t like inside work” – SO WHAT?  You’re asking to enter an awesome career, then limiting your options!  Take the inside job, learn as much as you can, then politely request an outside job on your next deployment.  What bugs deployment personnel the most?  New Adjusters begging for work, getting the call, and turning down the opportunity.  Think that will keep you high on the list for the net slot?  NO WAY!  Take the job- that said, if you’re afraid of heights, go ahead and turn down the Steep & High assignment.
• Make your YES a YES – Let’s say you are on standby for a couple firms.  I would STRONGLY suggest that you be transparent with those firms and let them know you’re on standby with other adjusting firms.  Then, when a deployment call comes in, call the others and take yourself OFF standby.  This is crucial.  These folks have a very large challenge when it comes to the logistics of their business.  DO NOT wait for them to call you for deployment before telling them you’ve already committed. There is no greener grass.  When you commit to an adjusting firm, go with that firm.  Do the best you can and don’t look around to find out who’s making how much money – They’re Lying Anyway!  Just move forward and do the best you can.

There you have it.  These tips will surely help you in your quest to be deployed as a new adjuster.  Feel free to browse around my blog – you’ll see several free tips on how to make the best of the adjusting career.  It’s great, it’s true freedom, and you can do very well at it.

Debbie Moroy from claimsmentor.com suggested I add this valuable piece of advice – *** A word of caution – DO NOT SIGN A BLANK CONTRACT!!!!***

***Be sure you do have a contract and that you agree to the terms before handling claims for any vendor.***

Drop me a line at chris@topadjuster.com if I can help in any way.

Keep your eyes peeled for my next blog – “4.5 steps to survive (and thrive) on your first deployment”

We live on feedback.  If this article helped you, please email us and let us know.

That leads me to Xactimate Certification.  The fastest way for a new adjuster or estimator looking for work to show that they are competent with the biggest software in the business?  Simple.  Email copies of your Xactimate Level 1 & 2 certs with your application.

“Learning as you go” simply doesn’t work.  Better put – “self taught=self destruct” when it comes to Xactimate, as a student once told me.  It’s just not that intuitive.  It’s fun and easy (when learning from the correct source), but not intuitive.  That’s why I created my Certification webinars.  They teach all the skills needed to pass the Xactimate certs, and at the end you have the entire Sketch and Estimate completed.  You just need to log on to Xactware and take the exam.  And PASS!

“But I don’t have time”, or better yet “I’m new- I couldn’t pass yet”.  Nonsense!  You could be Certified Tonight!

I recently performed a simple experiment- My neighbor is a chef.  He had never heard of Xactimate – is there a better experiment than that?  I gave him access to my Level 1 webinar and asked him to take the Xactimate Level 1 exam.  He downloaded the FREE Xactimate DEMO, watched my level 1 webinar once,  and passed the Level 1 cert on his first attempt.  A chef, that has never heard of Xactimate, passed on his first attempt after watching my webinar.  He has no claims background or experience whatsoever.  His comment?  “I can’t believe how easy this was”.

His score?  98%!

I said that to say this – if you buy access to my Xactimate Certification webinar-  you’ll learn a ton, you’ll love it, and you’ll be fully qualified to pass the Certification Exam immediately.  I have never had a student participate in the webinar and not pass on their first attempt.

The cost?

• Just $75 for Level 1
• $100 for Level 2
• $150 for Level 3

If you aren’t satisfied, just call me-  I’ll refund your money, no questions asked.

Curious?  Click HERE for more info, and to sign up for the webinar.

Sketch is great, summary estimation is fantastic, and field revisions are a snap. If you have a 4000 line estimate, and need a field reinspect – just take your iPad out to the loss and revise line items as required. Download a roof Sketch from your favorite aerial service (or do it yourself in Aerial Sketch) and take that out with you on the iPad as well.

I think it’s a great tool. I do not view this app as world changing (for some, it certainly will be), but I do see it a more efficient and certainly cooler way to get things done. We’re all a little resistant to change, but when change is sexy it’s a lot easier to embrace.

In the next couple weeks, I’ll be using Xactscope exclusively in the field to get a better grip on the true functionality of the app. I’ll certainly report on that as I go.

Post here to let me know what your experiences have been.

• There you will see a bold header named  “Construction“.
• Under that header, simply select flooring, walls, or footer.
• The choices are straight forward.  Once you select the general category, more options appear (lumber size, spacing, connections, etc)

This is an awesome tool.  Make sure to go into the exterior/ load bearing walls and select “YES” for load bearing.  You can Sheath the exterior walls, change them to 2×6, revise on center distance, whatever you need to do.

If you find yourself modifying the same things over and over, simply go into the Preferences screen and change those items to defaults.  Work smarter, not harder.

• a level 3 Certified User  (I was, in fact, the very first level 3 certified user for Xactimate 27).
• And I am an Xactimate Certified Trainer.

The question seems to imply that level 3 means that a person is a Trainer.  In fact, Level 3 has nothing to do with training.  Level 3 is a User Certification.  One that I respect and think all users should aspire to achieve.  But, a level 3 certified user is not a certified Trainer at all.  I see “Level 3 certified trainer” in advertisements all over the place.  The wording of the phrase is such that a reader would assume that level 3 means you are certified to train.  Deceptive?  You decide.

If you are wondering whether your prospective trainer is Xactimate Certified, click here .  The names of all XCT’s are listed right there for the whole world to see.

Step by step tutorial on how to Sketch a Mansard roof.