Experience Files

"Hey, the adjuster wants me to remove more line items from the estimate, and reduce charges on other stuff. Should I do it? He sounds like he'll refer more work to me if I do."

This is a scenario many contractors face, and it's loaded with pitfalls. Let's break down how to approach it effectively.

1. Is Your Estimate Honest and Accurate? First and foremost, objectively review your estimate: Is it truly honest and accurate? This means charging only for the work you actually performed, without "fluff." Honest adjusters will point out excessive line items, such as billing for full baseboard removal (using "PF" or perimeter floor line items) when only a small percentage was removed, or overstating drywall quantities. If there are genuine oversights on your part, acknowledge and correct them. Your credibility depends on it.

2. Don't Trust the "More Work" Promise. This is important: never take an adjuster or claims handler at their word when they promise more work in exchange for concessions. This is typically a tactic to reduce the current claim payout, not a genuine offer of future business. By "typically," I mean about 97% of the time, they have no intention of keeping their word. They are paid to manage claims, not to manage your lead flow.

3. Command Respect: Be Assertive, Not a Doormat. Understand that many adjusters and claims handlers, by default, may initially have little inherent respect for you or your work. You reinforce this lack of respect by caving without resistance. I'm not suggesting you be an uncooperative jerk, but you absolutely need to be assertive and confidently stand behind the accurate estimate you've prepared.
   
   

Establishing yourself as an honest yet assertive professional means you'll be treated as an expert in the future. If you fold quickly, it sends a clear signal that you're either not confident in your work, or you're intentionally overcharging. The absolute worst outcome is that you cave on your estimate, and then, by some slim chance, they do start referring work to you. Why? Because in their mind, they'll be thinking, "Yeah, I'll refer all my work to ABC Restoration; these suckers will work for free and make me look great to my management."

Know your value, create accurate estimates, and have the confidence to stand up for yourself. This approach builds a foundation of respect that is far more valuable than any empty promise of future referrals.