Do you have your Adjusters License? Are you able to be deployed when called upon? Are you licensed in any other states outside of your home state. Are you certified in Fire Property and Casualty? Are you certified in Auto Adjusting? Are you willing to have your Background checked?
I let them tell me what is on their mind and go from there. Most people just want to be heard and once they recognize you are hearing them they will calm down and allow the claim process to move forward.