Onsite Insight Podcast by RV Housing Group

Simplifying Temporary On-Site Housing

• RV Housing Group • Episode 2

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This episode focuses on enhancing the experience of displaced families by streamlining the temporary housing process. We share insights from RV Housing Group and explore how strong communication and expert guidance can turn a stressful experience into a manageable one.

• Introducing Onsite Insight and its mission 
• The challenges insurance reps face in temporary housing 
• The RV Housing Group approach to simplifying placements 
• Importance of transparency and communication during the process 
• Highlighting empathetic client care in housing situations 
• Looking ahead: continuous improvement through client feedback 

If today's episode gave you new ideas or insights, we'd love to hear from you. You can connect with us online at rvtemphousing.com or reach out to us directly on LinkedIn, and if you found this valuable, don't forget to subscribe and share this episode with someone who needs it. 


Speaker 1:

When disaster strikes, families need more than just a place to stay. They need stability, comfort and a solution that works for them. Welcome to Onsite Insight, the podcast that gives insurance reps and housing agencies the tools, strategies and insights they need to make temporary housing simple, effective and stress-free. I'm your host, drew Powell, and each week you'll hear from Braddy Turriaga, ceo and founder of RV Housing Group, how we can streamline housing placements, serve families better and take the headache out of temporary housing, because when people need help, the right solutions make all the difference. Let's get started, brad. Episode two yeah, man, let's do it. What's up, man, you good.

Speaker 2:

Yeah, doing great. Had a busy week but it's been good, Glad it's Friday.

Speaker 1:

Yeah, yeah Although business never sleeps, man. We got. We got people moving in on the weekends and all kinds of stuff. So what's your go-to? How do you check out on the weekends, man? What is it? What does a good weekend look like for you?

Speaker 2:

uh, it's, it's. You're right, it's hard to check out, even on the weekends. But, uh, you just enjoying time with the family? Um, you know, maybe a boat, maybe it's golfing. Um, you know doing, uh, I try to do some, you know, get into the hobbies that I enjoy, yeah.

Speaker 1:

Well, let's dive in, man. We've talked about this a little bit on the last episode, but we're going to go a little deeper, dive into basically, how RV housing, how we take the stress out of housing placements, specifically for our reps, our insurance reps, our housing agencies. It's really important to us to simplify that process, making their jobs easier, ultimately serving the insured well property. So they can you talked about this last episode so they can be on site if they need to oversee the construction project or if they need to take care of their animals or they're. You know, they live in a place where their kids, for whatever reason, need to stay close to the home or the site. There's a lot of different reasons why RVs make sense, but let's just dive in a little bit today on, specifically, how does RV housing group take the stress out of housing placement? So, from your perspective, what are, what are some challenges that insurance reps have when just arranging temporary housing in general?

Speaker 2:

Yeah, well, I mean temporary housing in general. I think, just overall, it's knowledge, right, it's, it's um, you know, when you haven't been in the industry a long time, it's you don't. You don't know what you don't know. So, right, um, I think that's. I think that's where you know for what we do with onsite housing. You know for sure, that's where where we bring value, because we're the experts, man, and we, you know, this is what we do, this is all that we do, right, and so just kind of allowing us to to jump in and and and you know, get our hands dirty with them right, and really, really get on the phone with their clients and help explain the process, and that way nothing's missed.

Speaker 2:

you know what I mean. And we're very thorough, and I think that's where we kind of bring value as well, when we come alongside our partners and our clients.

Speaker 1:

Yeah, no, that's good stuff, man, and I know even just today you've been on the phone with clients and just making sure that people are being well taken care of. I mean, that's something that you have a team that does that, but also you'll get in there too, because it's important to you that everyone's being taken care of and we're serving both our reps and the insured really well. We talked about this a little bit last time, but let's go through it again real quick. How does RV Housing Group? How do we simplify that process just from start to finish for a rep that might be listening or watching?

Speaker 2:

Yeah, I mean, the benefit of doing business with us is that we'll do. We'll do everything, really, I mean, if they let us, right, um, you know, we, we will kind of handle everything um, from from the beginning, getting in touch with the insured, right Um, you know, gathering all the information from their property, um, the situation that they're in. Maybe there's some special needs that we need to be taking care of and thinking about, right, and so it's just really being thorough and us knowing, you know really, what we already know, what we're getting into. You've done this enough, you know, although every situation is a little bit different, you've done this enough, you know. You kind of have you kind of know what to expect, right.

Speaker 2:

So I think that that's really where we bring value is just allowing us to be the experts, right, and sometimes that's half the battle, because it's hard, and I certainly understand, as a business owner, you don't necessarily want to let go of the reins completely, but I think that there is, uh, I think that there's a a good reason why, and I think, at the end, when we are allowed to kind of take the reins, um and control the you know, and control the process a little bit more um that. That. That's when we see things go off without a hitch more often yeah, well, and there's a.

Speaker 1:

There's a very detailed uh questionnaire and just kind of vetting process through that where and I know a lot of times our insurance reps do this as well but as just kind of like another safety net, we go through our own process, as you were saying, just to make sure that we know all the specific needs, there's no surprises, and we communicate that back to the housing reps and housing agencies so they know every little thing about the insured that might be using the RV.

Speaker 1:

And, on that note, talk a little bit about just the how, but also the why behind our communication process. You know something client communication is super important to us. You've trained your team here on how to stay proactive in communication and I don't want to steal your thunder here, but one thing I've noticed is the way we operate is our reps don't have to wait on us to hear about what's going on. We try to be proactive so they don't ever have to wonder what's happening with the with an insured. They're getting real time updates on what's happening. Can you speak to that just a little bit?

Speaker 2:

Yeah, and I'll like back up just a tad, um, you know, in in for those that allow us to kind of take the reins, right it's.

Speaker 2:

You know we're going to be very forthright in our communication with them, right, and all of our findings and all of the details and all those things and, yeah, most of the time we're going to, you know, be ahead of, be ahead of them by getting them that information. They're not going to have to ask us for it. You know we already know what they need and so, yeah, I mean, in that process just allowing us to do that, you know we're going to get them all of the notes, all of the you know the pertinent details of the situation that we're getting into. And you know we're going to uncover potential you know issues, potential red flags, you know. You know maybe there's some things that the insured is thinking about, that they have questions about, right, that maybe the rep may not know how to answer, and all of that stuff is going to be communicated, right. So we're going to send the emails and really over-communicate all these notes that we're going to take from the insured at that time.

Speaker 1:

Yeah, walk us through a typical timeline and even, as I say that I know there's not a typical timeline, but just what is a timeline like during the placement? What does that look like? So reps know what to expect? Yeah, yeah.

Speaker 2:

I mean you know. So, once we get the request for a quote, you know you have obviously an insured that's displaced and they're potentially thinking about going to on-site housing. You know the timeline from there is like we've just talked about gathering all the information right, seeing what their property, what their property, how their property is set up, what it looks like, you know, do they have power, water and sewage there? Um, and then from there it's going to be um to to get with uh, to get with the insured on all of those things to make sure that we can get them set up for the trailer Right. And then, um, once we get all of that done that, sometimes that can take days, sometimes that can take weeks, depending on whether they have power on at the home or not, you know.

Speaker 2:

But we're obviously staying, you know we're in control of that situation and staying in contact with the insured and the rep as well. But from there, as far as let's, let's assume the property is ready to go Right and everything have power, water, sewage, all that stuff. I mean, from there we're usually no more than a couple of days when we can get a unit out there and deliver it and set up for them.

Speaker 1:

Yeah, and usually, from the time it's all approved and there's a green light for us to actually be able to serve this insured I mean, oftentimes within the hour of receiving that final confirmation, we're on the phone with the insured going through the checklist and the process. So there's just not tons of delay between when someone gives us a thumbs up yeah, let's go, let's do this and us jumping in and that's something I know you're real passionate about. Even if we can't get on the phone with that within the hour, we're at least shooting a text or an email or leaving a voicemail saying, hey, we're introducing ourselves and we're saying that we'd love to get on the phone with you at your earliest convenience and begin to talk with that person. So there's just. There's just no lag time and that's that's the kind of the beauty of our of having a team right, and what you've built here is we have people available. You're not going to wait 24 hours. You're not even going to wait 12 hours to hear from someone on our team before we begin this process, Because we know there's so many things that need to happen along the way and every little thing if it starts setting you back a few days like say, we've got to get some power out there, we've got to get sewage, whatever.

Speaker 1:

Each one of those things could be a setback. Well, we don't want the insured waiting, you know, a couple months a month, even a few weeks, by the time they get to us. A lot of times, just getting through the insurance, they've already been waiting a few weeks by the time we even get to have a conversation with them. So we talked about this before. A lot of time we're acting as like amateur therapists because they're already.

Speaker 2:

They're ready by the time they get to us, they're like please get this rv out immediately.

Speaker 1:

I want to settle in.

Speaker 2:

So yeah, that's a big part of what we do no for sure, and we're thinking through that already right on the.

Speaker 2:

On the front end, we're kind of assuming, um, in some, in some ways, you know of what we're, what we're going to be dealing with, and a lot of times you know we're it's accurate. So we're just kind of always working ahead and thinking ahead, and that allows us to be really proactive. And then at the same time, you know we have units available. We're kind of already thinking, okay, what unit, based on our conversation with the insurer, what unit is going to work the best for them and their situation and their family needs? And then from there, you know, so we have a unit kind of earmarked for them, and from there it's just making sure the property is ready to go, which we're thinking ahead on that as well. And so, and then there's like okay, hey, they're ready, let's get that unit out there. And we're not waiting, you know, five, six, seven days a week, you know who knows, but that unit's ready to go. You know we've already kind of put everything in place to get it out there to them.

Speaker 1:

Yeah, in that same regard, talk about the importance of just maintaining transparency with the insurance reps throughout that whole process. So, as we're doing that, we're placing them in the right unit for them, based on their needs, and we're getting water, sewer, whatever they need to be equipped. Talk about just transparency during that process.

Speaker 2:

Yeah, I mean, it's really man, it's that we are just letting them know every detail, right, I mean, we are over-communicating everything because we don't want them to have to reach out to us, right, and I kind, you know, under the mindset of if they have to reach out to us, we're probably not doing our job, right? You know, and that's kind of what I preach to the team, if we stay ahead of them, then they're never really going to reach out to us. You know what I mean? Um, and so that's that's how we try to do it.

Speaker 2:

I'm not going to say, you know it's, it's always perfect in that regard, but that's certainly how we try to do things is to just really over-communicate, be very detailed. We keep great notes in our files and you know we're always better for that, right, because if anything comes up, any questions, or he says, she said, you know, we always have date and timestamp notes in our system that we can go back to and say, hey, no, actually, you know we, we sent this here on this date and that you know, that happens sometimes, and so it's important that we uh we we communicate very well and effectively and that our notes are just incredibly accurate.

Speaker 1:

And we want to set our reps up to win too, so if they ever get a question or a call or email from the insured, they're not having to chase us for the end like they are able to know for sure, intelligently and say hey, actually we're on top of that or I know about that.

Speaker 1:

So that's a big part of it too. Just making sure they are they know, just in case they get a question. They're not having to chase that stuff, um for sure you know, speaks to customer service. I want to highlight this, probably highlight this in a bit of every episode, just because it's really important in quarter who we are, but when it comes to customer service, how does RV Housing Group stand out when it comes to that thing? As far as when a rep is using us, what can they come to expect when it comes to customer service?

Speaker 2:

Yeah, Well, they can expect their client which, would, you know, the insured right, they can expect that they're going to be treated just like we would treat somebody in our family that was in their situation. You know, I mean, that's, at the end of the day, that's really how I treat a family member or a good friend, you know, and obviously we all know that they're dealing with a situation in being displaced that's, you know, uncomfortable, you know abnormal, right, just certainly not what they're used to and they weren't ready for. And so, you know, it's just really, you know, kind of taking them under our wing, as they were, as if they were a family member, and and holding their hand along the way, trying to guide them, trying to encourage them. I mean, gosh, like you said, it's almost like, you know, at times we're a therapist, right. I mean, we have these people, that man, they will just, you know, sometimes they just, you know, kind of overflow with emotion on the phone, you know, and you know how do we deal with that, right, so we're ready, we're ready to deal with that and we deal with that with empathy and encouragement and, you know, just trying to care for them right, as we would somebody in our family. And so I think if we, you know, if we continue to do things that way I know we already hear from so many of our clients that they feel that but oftentimes in running a business and having a business and especially growing a business, some of those things get lost, and we've all experienced it right, a business that opens and at the beginning you know, gosh, the owners are there, everything is, you know, just over the top from a customer service perspective.

Speaker 2:

But then they get complacent, they get comfortable, you know, and it's like, oh, that experience that I came to love so much and is what drew me back to going to that, you know, that place just doesn't seem to be there anymore and I just don't want to be that company man. I want to make sure that we don't ever get complacent, that we strive every day, that we wake up every single day. You know, my team, myself that we wake up every single day with the mentality that we are going to do just as good today as we did yesterday.

Speaker 1:

Yeah, dude, that's great. I think that's a great place to tie a bow on this episode here Before I let you go, though I love, because I know you so well and you're a dreamer. You're a visionary when you think about the future of RV housing group and our partnerships with these insurance reps. What are some things that you're dreaming about? Maybe even some. I don't know if there's changes or ways you want to continue to improve our relationship and how we serve these, these agencies.

Speaker 2:

Yeah, look, you know, as you know, I'm always thinking through how we can just be better, right, and not, and even more better, like, quite frankly, I want to be the best and and so that's really what drives and motivates me is is trying to figure out how we can be the very best for our clients, Right, so, where our clients don't ever have to question you know why they're dealing with us. Or do we want to continue to deal with RV housing group because this or this or this, right, it's a no brainer, Like when they're dealing with us. Or do we want to continue to deal with RV housing group because this or this or this, right, it's a no brainer, Like when they're in meetings, when they're talking amongst amongst each other? You know that RV housing group is like the cream of the crop, we're the go-to man, Like, hey, you don't want to use any other company because there's just not a better one to use, Right, Um, and so I don't know that.

Speaker 2:

You know, I don't necessarily want to get into specifics of what, uh, of what are in the plans and in the works, but, um, you know me obviously and you can, you can bet that I am thinking of things in ways to just be better. You know what I mean and that's you know when you, when we were talking about complacency and not getting that right, I mean that's what drives me is how can we continue to be better? And if we do that and have that mentality, I think that complacency really can exist or coexist with that mentality.

Speaker 1:

Well, here's one thing, because I do know you, and I would encourage the reps that are listening to this or watching I would say if you have feedback for how something could be done better, or if there's a frustration that you're experiencing in the process at all, have a conversation with us. I mean reach out, because what I've seen you in action is you love feedback and you love the ability to pivot and change and modify what we do to better serve the needs so that we can be the best at what we do.

Speaker 1:

So if someone's listening, I'm like, yeah, I just have these stumbling blocks or these hurdles, these frustrations. Man, let's have that conversation, because there's a really good chance we can figure out a way to partner together to overcome some of those things.

Speaker 2:

Right, and this is, yeah, I mean, we're by no means like a one size fits all you know company. It's like, hey, different clients do business in different ways, right, and so we'll tailor things differently if we have to, which we've proven to do. So, yeah, by all means, man, I welcome feedback, even if it's not, you know, not great. We're always going to look at, you know, look at how we're doing things, especially if we get feedback and say, hey, how can we be better? And there's no better way to find that out than from our clients to tell us, yeah, Brad.

Speaker 1:

Good stuff, man. Next episode we're going to be diving into debunking the myths around onsite RV housing. A lot of myths out there, a lot of misconceptions, oh yeah, so I can't wait to hear what you say on that. But, man, thanks for your time today.

Speaker 2:

Yeah, absolutely man. We'll talk soon. Appreciate it.

Speaker 1:

Well, thanks for joining us on Onsite Insight, where we break down the future of temporary housing and how you insurance reps and housing professionals can make the process easier for your clients and your team. If today's episode gave you new ideas or insights, we'd love to hear from you. You can connect with us online at rvtemphousingcom or reach out to us directly on LinkedIn, and if you found this valuable, don't forget to subscribe and share this episode with someone who needs it. Until next time, I'm Drew Powell and this is On-Site Insight where housing meets solutions.