If you had to make a choice, which would be better, someone who started strong and then didn’t complete the task at hand or someone who got off to a bit of a rocky start , but finished strong and made sure the project was complete?
Everyday in the property damage restoration is somewhat analogous to taking on a remodeling project without having the opportunity to plan ahead. Seldom is there a pre-catastrophe meeting to discuss the property owner’s vision of the how catastrophic event will unfold, what the extent of the damage will be and how the finished project will look. There are almost always no plans, many times we may have not even have met the property owner before hand. It’s is more often than not, “pleasure to meet you”, “sign here please” and the relationship starts with us re-arranging people’s personal contents, maybe pulling up floor coverings or cutting drywall and generally starting that remodel project that we will work out the details of later. It can be a little overwhelming. Usually, if we’ve responded in a timely manner when that first call that came in, if our crews do what they do best or bring in extra team members with special expertise when needed and if we don’t expend too many resources on lost causes or neglect items of importance to the property owner, if we can provide value during those sometimes chaotic first moments and keep the process moving along while we let everyone come up to speed and the planning for the end catchup; damage restoration projects have a good chance of turning out a success.
Actually the first part is the easy part, because if there are molehills that pop up-there is usually an opportunity to address them before they turn into mountains. However, it is not uncommon to hear from people who have suffered through a property damage (as well as a remodel) that it took forever to get the last few details taken care of or worse yet, there is still something like a piece of trim or a bit of touch up paint that never quite got finished.
We believe that the goal of the project is to make sure that everything is put back to a pre-loss condition. This means that the paint and the carpet and contents and everything else is back to normal, not “almost” back to normal. We can’t control whether an insurance policy or the company that issued it covers all of the damage that results from a fire, flood, or other damage event. We can make it a part of our company culture that our part of the job isn’t finished until it’s finished and that everyone on our staff needs to finish their part of the process-not leave anything that was agreed to be completed, incomplete.
So, if we succeed at being “quick”,”competent”, “appropriate” and finally “complete” in all of our interactions with our client property owners and all of the other materially interested parties in the damage restoration process, we believe we can provide a valuable service to everyone in the process.