How to Help Clients and Adjust Your Work After a Natural Disaster
When disaster strikes, overwhelmed homeowners turn to design pros to help them rebuild their lives
This story was updated July 18, 2019.
In the year after Hurricane Harvey hit Houston in August 2017, almost all of Michele Merz’s clients were homeowners impacted by the devastating storm. “When Harvey hit and I did not flood, I immediately wanted to help whoever I could,” the interior designer and founder of MMI Design says. “I just couldn’t work enough — there weren’t enough hours in the day, because the demand was so great.”
Merz’s experience is one that many of her fellow home design pros know well. Once a natural disaster’s immediate danger has passed, homeowners are left scrambling to put their ravaged lives back together again, and architects, builders, interior designers and other home experts are often a go-to source of support. It can be a rewarding experience for the professionals who are able to return distressed homeowners to their homes, but it can also be an overwhelming one from a business perspective. So how can home pros keep up with the increased project-related and emotional demands these significant events typically trigger? Here, Merz and Carol Barrick, chief executive of Northern California design firm Interiors Panache, share what they’ve learned.
In the year after Hurricane Harvey hit Houston in August 2017, almost all of Michele Merz’s clients were homeowners impacted by the devastating storm. “When Harvey hit and I did not flood, I immediately wanted to help whoever I could,” the interior designer and founder of MMI Design says. “I just couldn’t work enough — there weren’t enough hours in the day, because the demand was so great.”
Merz’s experience is one that many of her fellow home design pros know well. Once a natural disaster’s immediate danger has passed, homeowners are left scrambling to put their ravaged lives back together again, and architects, builders, interior designers and other home experts are often a go-to source of support. It can be a rewarding experience for the professionals who are able to return distressed homeowners to their homes, but it can also be an overwhelming one from a business perspective. So how can home pros keep up with the increased project-related and emotional demands these significant events typically trigger? Here, Merz and Carol Barrick, chief executive of Northern California design firm Interiors Panache, share what they’ve learned.
MMI Design transformed this kitchen in Houston after Hurricane Harvey damaged it.
2. Be Ready to Work — a Lot
Home pros, particularly those with construction experience, will likely find themselves in high demand when large swaths of homes in the same area are damaged or destroyed. Merz says that after Harvey, she worked seven days a week for more than six months. Barrick says she and her team saw a spike in their workload after last year’s wildfires as well. The increased demand also drove the costs of goods up, which can be frustrating for clients who are already dealing with a lot, she says. Letting the community know your firm is there and ready to tackle whatever potential clients may need can be a good start.
How to Prep for Disaster Insurance Claims
2. Be Ready to Work — a Lot
Home pros, particularly those with construction experience, will likely find themselves in high demand when large swaths of homes in the same area are damaged or destroyed. Merz says that after Harvey, she worked seven days a week for more than six months. Barrick says she and her team saw a spike in their workload after last year’s wildfires as well. The increased demand also drove the costs of goods up, which can be frustrating for clients who are already dealing with a lot, she says. Letting the community know your firm is there and ready to tackle whatever potential clients may need can be a good start.
How to Prep for Disaster Insurance Claims
Hurricane Irene and other storms had damaged this Cape Cod, Massachusetts, home before Judith Taylor Designs remodeled it.
3. Build Contractor Relationships Now
One way Merz and Barrick say they were able to help clients navigate the rocky road to recovery? Solid existing relationships with vendors, suppliers and subcontractors. “I called in so many favors, and because my relationships were so strong, I was able to really reach those folks and get their help. If I did not cherish and really work at those relationships long before we had a flood, I don’t think I would have been able to do that,” Merz says. “When you’re in a crisis, you want to be able to know you have people you can rely on, they’re tested, they’re tried-and-true and they’ll honor the work or they’ll tell you, ‘I can’t take that on. I just have too much.’”
Trying to establish those relationships in the chaos that follows a disaster can be tough, she says, and it can lead pros to deliver a lower level of service than they’re comfortable with normally. Instead, develop and strengthen those relationships now.
See more on how to build professional relationships
3. Build Contractor Relationships Now
One way Merz and Barrick say they were able to help clients navigate the rocky road to recovery? Solid existing relationships with vendors, suppliers and subcontractors. “I called in so many favors, and because my relationships were so strong, I was able to really reach those folks and get their help. If I did not cherish and really work at those relationships long before we had a flood, I don’t think I would have been able to do that,” Merz says. “When you’re in a crisis, you want to be able to know you have people you can rely on, they’re tested, they’re tried-and-true and they’ll honor the work or they’ll tell you, ‘I can’t take that on. I just have too much.’”
Trying to establish those relationships in the chaos that follows a disaster can be tough, she says, and it can lead pros to deliver a lower level of service than they’re comfortable with normally. Instead, develop and strengthen those relationships now.
See more on how to build professional relationships
Debris at the site where a house was destroyed in California’s 2017 Tubbs Fire. Photo from the Lord family
4. Know Your Limits
Nearly 5,000 homes were destroyed during the 2017 Tubbs Fire in California’s Sonoma County. Most of the 7,200 structures burned so far in this year’s deadly Camp Fire have also been homes, according to CBS News. That kind of devastation understandably motivates home experts to want to assist those affected however they can.
Merz cautions fellow pros to be realistic about how much work they can take on, however. “You have to balance how much capacity you really have, because the worst thing you can do is overpromise and underdeliver when those people are in crisis,” Merz says. “Even if you’re a firm of 10, just know what your limits are and be mindful of the emotional cycle that people are in as you make that commitment, because you just don’t want to add to their already horrific situation.”
4. Know Your Limits
Nearly 5,000 homes were destroyed during the 2017 Tubbs Fire in California’s Sonoma County. Most of the 7,200 structures burned so far in this year’s deadly Camp Fire have also been homes, according to CBS News. That kind of devastation understandably motivates home experts to want to assist those affected however they can.
Merz cautions fellow pros to be realistic about how much work they can take on, however. “You have to balance how much capacity you really have, because the worst thing you can do is overpromise and underdeliver when those people are in crisis,” Merz says. “Even if you’re a firm of 10, just know what your limits are and be mindful of the emotional cycle that people are in as you make that commitment, because you just don’t want to add to their already horrific situation.”
A home damaged by Hurricane Sandy. Photo by Les Stone, American Red Cross
5. Embrace Empathy
With the additional workload and emotional toll these projects can take on clients and pros alike, remaining empathetic not just at the beginning but throughout the process is crucial. Being prepared to work weekends or meet your clients where they are (physically or emotionally) can create a sense of security and support that disaster survivors may not be getting elsewhere.
Being tuned in to the emotional difficulties a client may be wrestling with can also make a difference. One of Merz’s clients, for example, was devastated when a volunteer group who had come by to help tear out Sheetrock in the wake of the flooding accidentally removed the pantry doorway casing where she had recorded years of her children’s heights as they grew. That awareness can mean serving as a shoulder to cry on or even just taking some extra time to talk clients through project goals, details and timelines.
“Having a checklist and preparing rough budgets for realistic costs, so the client is prepared somewhat for the reality, does help,” Barrick says. “And having as much empathy as you can for their situation is mandatory.”
5. Embrace Empathy
With the additional workload and emotional toll these projects can take on clients and pros alike, remaining empathetic not just at the beginning but throughout the process is crucial. Being prepared to work weekends or meet your clients where they are (physically or emotionally) can create a sense of security and support that disaster survivors may not be getting elsewhere.
Being tuned in to the emotional difficulties a client may be wrestling with can also make a difference. One of Merz’s clients, for example, was devastated when a volunteer group who had come by to help tear out Sheetrock in the wake of the flooding accidentally removed the pantry doorway casing where she had recorded years of her children’s heights as they grew. That awareness can mean serving as a shoulder to cry on or even just taking some extra time to talk clients through project goals, details and timelines.
“Having a checklist and preparing rough budgets for realistic costs, so the client is prepared somewhat for the reality, does help,” Barrick says. “And having as much empathy as you can for their situation is mandatory.”
This Houston living room was part of a post-Hurricane Harvey remodel.
6. Prepare to Shift Focus
Along with the patience that may be required to guide overwhelmed homeowners through the renovation process, Merz says the priorities and approach a pro typically abides by may need to be adjusted. “No one was talking drapes; they didn’t even have kitchens,” Merz says of her experience. “So they weren’t talking about, ‘Can I get a new sofa?’ That ultimately was what they needed, but this was, ‘How do I put my house back together? How can I come home from this apartment or this rental property? How can I make the house livable?’” Being ready to address those bigger questions and perhaps temporarily put your signature style aside can make your client feel more comfortable and heard as you work toward putting those smaller details in place.
Clients will also likely be dealing with insurance headaches that can affect the timeline and scope of their projects as well. Designer Judith Taylor in Toronto learned about those headaches firsthand when Hurricane Irene and a subsequent nor’easter destroyed her vacation home in Cape Cod, Massachusetts, a few years ago.
“We increased our insurance threefold afterward, because you don’t always realize. You look at your furniture in a place and you go, ‘Yeah if that sofa got damaged, I’d have to buy a new one, and how much does that cost?’ But we had to replace all the drywall and fill the joints, and prime it and paint it, and have electricians run the wiring, so all of that is stuff that people don’t necessarily consider when they’re insuring their property.”
For pros working with disaster survivors, that also might mean uncertainty and delays. A potential client who is dealing with flooding in Ontario, Canada, and reached out to Taylor, for instance, can’t move forward with any work until the claim has been processed. “The project can’t start until they know how much funding they’re getting,” Taylor says. “But meanwhile they’re stuck.”
Survivors of flooding or storms may be dealing with a slightly different set of challenges than homeowners recovering after a fire or an earthquake. Barrick’s fire-affected clients, for instance, had ongoing battles with insurance companies over claims, because their possessions had been completely incinerated instead of needing to be repaired, as they might have been in the case of something like flooding. Pros living in areas prone to natural disasters of any kind should educate themselves ahead of time to ensure they can be there for their clients’ specific needs.
5 Ways to Build Trust Right Away
6. Prepare to Shift Focus
Along with the patience that may be required to guide overwhelmed homeowners through the renovation process, Merz says the priorities and approach a pro typically abides by may need to be adjusted. “No one was talking drapes; they didn’t even have kitchens,” Merz says of her experience. “So they weren’t talking about, ‘Can I get a new sofa?’ That ultimately was what they needed, but this was, ‘How do I put my house back together? How can I come home from this apartment or this rental property? How can I make the house livable?’” Being ready to address those bigger questions and perhaps temporarily put your signature style aside can make your client feel more comfortable and heard as you work toward putting those smaller details in place.
Clients will also likely be dealing with insurance headaches that can affect the timeline and scope of their projects as well. Designer Judith Taylor in Toronto learned about those headaches firsthand when Hurricane Irene and a subsequent nor’easter destroyed her vacation home in Cape Cod, Massachusetts, a few years ago.
“We increased our insurance threefold afterward, because you don’t always realize. You look at your furniture in a place and you go, ‘Yeah if that sofa got damaged, I’d have to buy a new one, and how much does that cost?’ But we had to replace all the drywall and fill the joints, and prime it and paint it, and have electricians run the wiring, so all of that is stuff that people don’t necessarily consider when they’re insuring their property.”
For pros working with disaster survivors, that also might mean uncertainty and delays. A potential client who is dealing with flooding in Ontario, Canada, and reached out to Taylor, for instance, can’t move forward with any work until the claim has been processed. “The project can’t start until they know how much funding they’re getting,” Taylor says. “But meanwhile they’re stuck.”
Survivors of flooding or storms may be dealing with a slightly different set of challenges than homeowners recovering after a fire or an earthquake. Barrick’s fire-affected clients, for instance, had ongoing battles with insurance companies over claims, because their possessions had been completely incinerated instead of needing to be repaired, as they might have been in the case of something like flooding. Pros living in areas prone to natural disasters of any kind should educate themselves ahead of time to ensure they can be there for their clients’ specific needs.
5 Ways to Build Trust Right Away
This Houston bathroom was remodeled after Hurricane Harvey
7. Look for the Silver Lining
As traumatic as losing a home full of memories can be, Merz says her clients were eventually able to find some bright sides to what they endured — namely, that they were safe, had worked with supportive pros and had a revamped home to return to.
“Once they got over the initial shock, they were all excited to not only be back home, because they were all living in other places, but now they have almost what felt like a brand-new home, so it was exciting to come back home,” Merz says. “They’ve all expressed tremendous gratitude for helping them find the silver lining in a horrible situation.”
Tell us: What resources have helped you help clients after natural disasters? Share your stories in the Comments.
More on Houzz
In the Face of Disaster, Architects Are Redesigning Their Role
How to Save What’s Priceless When Disaster Strikes
Browse photos for inspiration
Talk with your peers in the Pro-to-Pro discussions
7. Look for the Silver Lining
As traumatic as losing a home full of memories can be, Merz says her clients were eventually able to find some bright sides to what they endured — namely, that they were safe, had worked with supportive pros and had a revamped home to return to.
“Once they got over the initial shock, they were all excited to not only be back home, because they were all living in other places, but now they have almost what felt like a brand-new home, so it was exciting to come back home,” Merz says. “They’ve all expressed tremendous gratitude for helping them find the silver lining in a horrible situation.”
Tell us: What resources have helped you help clients after natural disasters? Share your stories in the Comments.
More on Houzz
In the Face of Disaster, Architects Are Redesigning Their Role
How to Save What’s Priceless When Disaster Strikes
Browse photos for inspiration
Talk with your peers in the Pro-to-Pro discussions
1. Be a Guide
Unlike homeowners who’ve intentionally chosen to remodel or renovate, homeowners dealing with the aftermath of a hurricane or fire aren’t necessarily prepared for or familiar with the home project process. And that process can be even more complicated in disaster scenarios, as obstacles like insurance claims and needing to start from scratch in some cases come into play. “They were just all in a state of shock,” Merz says of the clients she worked with this year. “They didn’t know where to begin. This is not intuitive, putting your house back together. People who have never been through a renovation and who just lost everything, they have no idea.”
Because of that, Merz emphasizes the importance of patience and understanding when working with these types of clients. In addition to pointing them to resources like the disaster claims navigation resources on the Federal Emergency Management Agency (FEMA) and Housing and Urban Development (HUD) websites, pros can help by being flexible and open to acting as pillars of support and information at a time when those things are needed most.