The Devastation Is Far From Over





On October 29th Super Storm Sandy hit the United States devastating New Jersey and New York as well as wreeking havac on 22 other states before calling it quits.

After many lives were lost and millions were left without power the worst seemed to be over.

But is it really??

Personal Belongings On The Curb

The waves are no longer crashing into the shore and the winds have stopped blowing but the storm is far from over for those left behind .

In fact for some the nightmare has only just begun.

Streets Are LIttered With Peoples Lives

These pictures were taken by Travis Coy who is currently in New York working long hours helping people save their homes from further damage.

It is hard to imagine the kind of hopelessness that you might feel when home, the place that you once felt safe and secure in, where those you love gathered and created memories together is now ripped to pieces or covered in contamination. No longer the place you can rest in and get peace.

No the nightmare is far from over. Now the cleaning, demolition, repairing, logging of lost belongings and tears for what is lost that can never be replaced has only just begun.

And to top it off all those affected with loss from Sandy have to figure out how to handle things with their insurance company while trying to understand a policy that they probably never glanced more than cursory while sitting in their agents office signing on the dotted line.

It is the responsibility of a restoration contractor to help their client walk thru the insurance claim process and understand what they need to do when dealing with their adjuster.

Now having said that, you would never want to speak to the terms of the insurance policy or state wether or not something would or would not be covered unless the adjuster has told you so. This can be a slippery sloap that can put you in a deep hole quite quickly and have you at odds not only with the adjuster but the homeowner as well.

In these kinds of conditions you will also find lots of homeowners that have no insurance or at least no coverages for such a storm. And they have just possibly lost everything that they own with no hope of being able to replace any of it.

Anyone affected by such a major catastrophic storm will be emotional, irrational and dealing with alot of stress.

Give them a lot of grace, kindness and hope.

It’s what they need more than anything and you are the one that can give it to them.

In my opinion it’s the greatest service y9u can provide.

I’m sure you were probably expecting me to talk about dryng out contents, logging destroyed items and bagging up laundry. That is indeed important and a huge part of our job but I will always insist it is not the important part.

To all of those who are there in the front lines, including my amazing son Travis that are helping those in need make sense of it all while putting lives back together you should know that you are making a difference.

And you are why I love this industry so much!!

Why Crossing Your T’s And Dotting Your I’s Is So Important





I know that you guys are all probably getting tired of hearing me harp all the time on how important it is to get your paper work signed, sealed and delivered right from the beggining on each and every job.

So I want to share with you what just happened on one of our recent jobs and how crossing the T’s and dotting the I’s saved our bacon.

We did a pretty small job for a contractor that we work with on a regular basis and all seemed to be cut and dry. The homeowner was very easy going (almost too much so in hindsight) and very laid back about most of her things.

The job only took 3 days with a small crew and there was no structure involved.

We put all the cleaned inventoried contents into a mini storage unit and gave the homeowner the key upon our completion of all content cleaning.

Travis had all the proper paper work signed before work started and all the proper paperwork signed at the completion ie: authorization to pay and certificate of completion.

Everything passed her inspections after cleaning and all was going very well.

Or so we thought…

About 4 days after we completed the job and had all final paperwork signed the homeowner decided to have a problem with a laptop. Claiming to have gotten black soot and smoke all over her hands after removing it from the storage unit that housed all of her cleaned inventoried contents.

She called her Insurance Agent and demanded that everything be recleaned and re-inspected.

You can imagine my shock when I got a phone call from the Contractor telling me all of this as I know how my crew cleans and the systems that I have in place to ensure that something like this doesn’t happen.

We have two quality control inspections that everything goes thru to ensure that gets missed.

So I called the homeowner and asked her to tell me what she found. Once she was done I validated her concerns and let her know that I would leave the very next morning and personally come and inspect the entire storage unit full of contents box by box.

She was shocked that I was so quickly willing to deal with the situation that she was taken aback. She asked for me to wait a day or so as she wanted to talk things over with her husband and Insurance Adjuster.

I found this a little odd for someone that was so concerned about her belongings but I said ok.

The next day I received a call from the Contractor again letting me know that the homeowner had changed the lock on the storage unit and she did not want anyone to access it unless she was there.

Very odd behavior I must say for someone that was so laid back just a week earlier.

You see she did not have a problem with any of the cleaning we did. She wanted a new laptop. Which was between her and her adjuster.

But as I have said many times before people can experience a very big range of emotions right after an insurance loss has occurred in their home. And the more efficiently you handle the paper work that will ward off potential difficult situations between you and your homeowner the smoother the job will go every time.

I was very happy to find out that as protocol all of our sign off sheets were signed and especially the authorization to pay and C.O.C that was signed the day after all cleaning was completed.

So we will be getting paid shortly by the insurance company directly and we skillfully avoided what could have been a very tough $$ situation.

I hope that by sharing this story with you that you will be a bit more careful and maybe thorough with your paperwork.

Know What You Are Dealing With

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When cleaning someones home you will come across some pretty interesting stuff at times. On this particular job we came across this unique piece of history.

We had the fun of cleaning an antique slot machine that was handed down to our homeowner by her father when he passed away.

The very first nickel slot machine was created in 1893 by Gustav Schultze. This particular slot machine we cleaned is from the 1960’s and was one of the first of its kind to allow a player to play with 5 nickels at once. Now I have never put money into a slot machine so I don’t even understand the significance of this but it sure sounds pretty cool. 🙂

Now the home owner does have a rider on her insurance policy for this piece as it has an official appraisal and is worth $24000! So one of the first questions that we ask a home owner on the very first day of every job is “do you have any riders on your insurance policy?”

Not only is this important to know when cleaning something as you may decide not to use an aggressive cleaner on something that has antique value for fear of removing delicate finishes but you will want to charge more for handling the item. You have a lot more at risk when you are handling a single item that if damaged could cost you a ton of money.

On one job I was paid $1500 just to bubble wrap and transport a table valued at $18000+ to another speciality contractor to be refinished. I charged more than just Xactimate pricing when I clean a piece like this slot machine.

If you are a cleaner or restorer what is the mosty expensive or most unique item you have been asked to clean?




What Equipment Will I Need??

So this question goes back to my original post How Much $$ It Really Takes? and it has the same answer…It Depends.

It depends on what services are you going to do completely in house and what aspects of the cleaning and restoration are you going to sub to others? So you need to have decided at this point what services you are definitely going to offer. Remember the more you offer the better chance you have of getting the job as insurance companies don’t want to deal with a bunch of different contractors on each job and the homeowners want one go to company so they feel like they are in good hands.

This doesn’t mean that you can’t sub out specialty things like textiles, grand father clocks and artwork. I am just saying the more you handle within your company the more control you have over the job and the insurance company as well as the homeowner will see that.

The equipment and supplies that you will need will depend on what you decide. You can start out small and always grow into more in house services too. I like this concept because it means you don’t have a huge initial outlay before you even know if you are really that crazy about contents and structure cleaning. I will talk about the supply side of things in my next post.

Another good thing to think about is that if you even just dabble into the cleaning side of restoration it can help you secure reconstruction jobs as well if that is your main focus by getting your foot in the door so to speak.

Now that being said let us talk about equipment. J

I am going to talk about several pieces of equipment from several companies and let you know what I have found that I like to use. That doesn’t mean other equipment isn’t any good it means this is what I’ve found I like.

And as far as the little pieces like hammers, screw drivers, scissors, etc. I am not going to get into great detail about most of these little tools as their cost is very nominal in price at about $50-$100 total.

Industrial Hepa Vacuum~ This is a must have piece if you will be doing any kind of restoration cleaning. Not only will it remove soot particles without smearing on things like fabrics, paper and unfinished wood but it won’t throw what you are removing right back into the air. It is so vital to remove even the tiniest bit of smoke or soot particles as they will cause odor.

There are many different types and models. Pullman Holt is the brand that I like but there are many others out there as well. I use the large canister type mostly but also really like the back pack model. Whatever you use you just need to make sure that you have a good assortment of attachments that come with it. The price of a good Hepa Vacuum can range from about $500-$1500. Replacement filters for these little babies can also be something to consider when deciding which model to buy. Mine costs about $350 each to replace but some can cost as much as $800 each when you need to replace them.

The price may also determine which type you use at first as well as the size you choose. The backpack style is definitely cheaper in price than say the canister is. And they have a 3 gallon and a 5 gallon model that are priced differently as well. What I like most about the Pullman Holt is their quality. I have had mine for 9 years and have never had any problems with it. It takes a beating and keeps on going. 🙂

Air Scrubber~ There are several different sizes of air scrubbers. I use the Hepa500 from Dri-Eze because it is so easy to move around and travel with. The size of your air scrubber will determine how much volume of air space that it can handle. So you may need more Air Scrubbers if they are smaller and you have a larger area to clean but if they are smaller they may be easier for you and your team to manipulate.

The purpose of the Air Scrubber is to remove the millions of particulates in the air from the loss be it fire, water, sewer backup, etc. After a fire in particular the air inside the structure is extremely full or debris and you nor your team should be breathing that. The proper amount of Air Scrubbers should be running as long as you are in the structure. The cost can be from about $550-$1200.





Air Compressor~ You will need this to blow out certain items that can usually only be cleaned using dry processes or to remove loose soot particles before wet cleaning an item. The Compressor can be basic. The one I use is a Makita from Home Depot and it is a small portable one. Mine cost about $280.

Ozone Generator~ Ozone is a proven deodorizer and works very well. However I will tell you that I don’t like to use it. It leaves a chemical smell on object that takes several days if not weeks to air out and it is very dangerous and can kill humans, animals and plants. Cost is about $800.

Hydroxyl Generator~ Hydroxyl is a natural process that is used to deodorize and disinfect areas and surfaces. I have used Hydroxyl for almost 3 years now and find it to be very effective on all odors. The thing I love most about this machine is that it is completely safe for humans, plants and animals to be in the area while it is being used unlike Ozone.

Unlike Ozone there is no chemical smell after you shut the machine off. It actually smells like nothing just fresh air. Ozone also can damage many things like leather and rubber where Hydroxyl does not. It is completely safe. Hydroxyl not only deodorizes contents but all structure components as well.

The downside is that this machine runs about $3000. This is something that can be rented however to ease the financial burden.

Airmover~ There are several models and types of airmovers. And they range in price from about $200 to $800 depending on the make and model. You can also rent these for as little as $20 per day from a commercial rental store.

The important thing here is to buy a professional airmover not a fan from Home Depot. You will need airmovers to use Ozone and Hydroxyl Generators as well as to dry out items that have maybe gotten wet from the fire department putting out the fire. You will also need one or two for your drying room to dry contents that you have wet cleaned.

Dehumidifier~ This is definitely a piece of equipment that you can rent just like the airmover. The Dehu is not something that you will need on every job either if you are dealing with mostly fire clean ups. You will always need them on water, sewer back and possibly trauma scene clean ups. In case you have never used one before they are for pulling moisture out of the air that is usually put there by the airmovers that you have set on the jobsite. It costs about $70 to $120 per day to rent and anywhere from $1400 to $4000 to buy.

Ultrasonic Machine~ This is my favorite piece of equipment to play I mean work J with. The Ultrasonic is the most valuable brilliant piece of equipment when doing contents cleaning and restoration. Not only can you clean items faster but also better than you ever could by hand.

Now this little baby is quite expensive at about $13000 to $16000. However you can rent them as well. You may even be able to partner with a blind cleaning company to lease use of one they might have. This would be a piece that I would highly recommend that you buy as soon as you can. I have seen them for as little as $5000 used.

Now they come in many sizes so you want to be sure to get one that would be big enough say to fit a large laundry hamper in. This size will allow you to clean items like electronic as well. If you are going to clean electronics with it you will need to use special chemicals and deionized water.

You can find table top models that are much cheaper but really don’t do you much good for contents cleaning as most contents wont fit in them and it will slow up your process a lot.

Electronics Cleaning System~ The Odell system for electronics cleaning is a really good system. As is the Fireline portable system pictured to the right. The price of these systems can range from $700 to as high as $25000. So this is not a purchase that I would recommend until you are definitely serious about contents.

Electronics are a high profit item however it also an easy item to sub out to another company that has all the big expensive equipment. You still make good money when you sub it out but defiantly not as much as if you did them in house. But just like the Ultrasonic Machine I would recommend making sure you are ready to make this kind of big investment especially when you can lease or rent these for way less than purchasing and save your cash flow in the beginning.

Esporta System~ This lovely little unit is used to clean laundry, shoes, purchases, belts, hats and pretty much anything that we call soft items. It can also clean stuffed animals, some toys, etc. The Esporta Machine can run as high as $80000 so again this would something I would purchase after I had my company up and running to the point where I was able to be serious about taking on laundry type items.

You can also use this machine to do these types of damaged items for other companies as well to make some money.

 I personally have always used a garment cleaning service for my soft contents because I do my contents mobile. This is definitely not something that you need in the beginning or even at all. There are many contents cleaning and restoration companies that sub this kind of work out rather than handle it on there own. I do want to stress however that there is really really good money to be made in laundry.

Truck Mount or Portable Cleaning Unit~ When cleaning contents you will be dealing with upholstery, mattresses, certain drapes, pillows and rugs. These items will most likely need to be cleaned using a professional steam cleaning unit.

There are basically two types. One is called a truck or trailer mount and the other is a hot water extraction portable unit.

Now I want to make sure and clarify that I am not talking about going to the grocery store and renting a Rug Doctor when I say a portable cleaning unit. Those types of unprofessional units will only damage contents not clean them.

I have pictured here a van and two different types of trailer mounted units as well as a very good professional portable unit. The price range for these can be anywhere from $70000 to $4000.

I want to stress that you do not need to own any of these units to be able to clean contents and structure. This is a very easy item that you can find a good sub contractor to do for you.

I have used a portable from US Products and several truck mount type cleaning units and they have all been really good. I am not going to get into which truck mount unit is better than another because that would be a very long post with way too many opinions I am sure. 🙂

I also want to touch on textiles for a moment. I am actually going to direct you over to my friend Lisa Wagner to let her give you the expert opinion on rugs. Textiles are a very unique piece of contents cleaning and restoration and should only be handled within your company once you have a trained Textile Pro on your team and the right equipment to take care of them. Lisa does offer world class training and education if you want to delve into that niche.

Well I know that this was a long post but I hope you gained some value and tons of knowledge about what equipment is need to clean contents as well as structures that have been damaged in a loss of some kind. Please don’t be shy let me know if you have any questions or need any help finding any of these pieces.

Next we are going into the supplies you will need and how much you will need to initially invest in them.

~Annissa

The Difference Between The Client And The Customer





Before we can talk about the difference between the client and the customer I thought we should look up the definition of each.

And this is what I found:

A Customer:A person or organization that buys goods or services from a store or business. A party that receives or consumes products

A Client: One that is under the protection of another :dependant on.

This really fits how I describe the difference between the two. You see a customer is a transaction and a client is a relationship.

Customers are what we get when we take a persons money and do nothing to create a connection with them and not worry about ever getting them to spend their money again with us sometime in the future.

A Client is what we create when we make a connection and build a relationship with a person or business that can benefit from using our products or services. It’s what we get when we get to know the person who may someday hand us over their hard earned money knowing that we will be there for them and take good care of them. A Client is what we create when we create an experience around the relationship we build with them.

So ask yourself…Do I have customers or clients in my business?

I hope you answered the latter. If not you need to go back to the drawing board and create a system that enables you to turn those customers into relationships.

To really get the magnitude of this topic you really need to think about the lifetime value of a client vs. just having a customer.

Let’s use a pest control business as an example. Say an average client will spend $150 a year on services keeping the bugs away. And let’s say your average client is with your for 10 years and refers another 5 clients to use your services. That is a lifetime value of $9000.

Now let’s consider that you treat this client like a customer instead and they only have a transaction with you not a relationship and that one transaction goes badly. It is estimated that customers will tell twice as many people about a bad experience than a good one. So that means that by having this person or business as a customer not a client you just lost $16,500! As you can see having customers not clients has an exponential effect on your bottom line. Now if you are a Restoration contractor you can add another zero or two to this equation.

Not to mention is costs a lot more money to get a client than to keep one. Let’s talk about keeping a client.

In order to get a client you need to build a relationship in the first place. To be able to keep a client and have them referring their family and friends you need nurture and care for that relationship on a regular basis. The way we build relationships are thru experiences.

“People may not remember exactly what you said or did but they will always remember how you made them feel” Tony Hsieh

The question then to ask yourself is how are you making your clients feel before, during and after doing business with you?

Do they feel important?

Do they feel that you care about them?

Do they feel like they can trust you?

These are such critical questions that we all as business owners need to explore. Do we have the customer or the client?

A book that I would highly recommend you put on your must read book list is The Starbucks Experience by Joseph A. Michelli. This book has the principles to help you turn the ordinary into the extraordinary for your clients who will love you for years and years to come.

How To Make Sure Your Client Is Happy

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The best way to make sure your client is happy is to ask them. Every business should be gathering feedback from their clients. A really good way to do this is to ask for a testimonial at the end of every experience with your company.

You can do this in a variety of ways. It can be gotten in writing or maybe even in video format. Video is my favorite because it is so powerful to see and hear people talking about how fantastic your company is rather than reading words. This can be difficult to get as some people are just too shy and don’t want to be on camera in which case a written testimonial will suffice.

There are two reasons why getting a testimonial are so important. One is you will have social proof that your company is a rock star and that your clients are happy with your products or services. The other is you will definitely know if you are doing everything right for your clients and more importantly what you are doing wrong.

Why is knowing the wrong more important?

Because then you can fix it. You can’t fix what you don’t know is broken right?

Too many businesses just assume that they are delivery what their clients want and don’t ask them. Getting a testimonial is also very powerful for your Team or Staff as well. If your Team members know that they are expected to gather a testimonial from each and every client asking how their experience was don’t you think they are going to be very focused on taking extraordinary care of their clients so they gat a raving review?

This is also very powerful for your clients especially if you and your Team let them know at the beginning of your relationship with them that you will wow them with an exceptional experience as you plan on getting an outstanding testimonial from them at the end. This is a great way to set the tone for the client right in the beginning letting them know that you plan to wow them. It also let’s them know that you care and that they are not just money going into your bank account. Their feelings matter to you as the owner and that is how you make a connection.

Once you gather these testimonials you need to read each and every one of them. If there are improvements to be made do them immediately. If you and your Team are doing certain things that your clients love then do more of them.

Trust me this will set you apart from the majority of businesses today. Think about it. How many times have you been asked by a business that you just gave your money to if you had an extraordinary experience with them? I’ll bet not too many. Most businesses are afraid to ask because the answer might me I’m not happy. How powerful is that to know? It may be more important than knowing what you are doing right. Because you can be doing 5 things right and doing just 1 wrong thing may be what’s turning your clients away.

I would be willing to bet that some of the answers that you get will shock you. You have to remember that you are not your client and what may be important to you they may not really care about. But what you will also find out is the little details that really do matter to them.

It’s important to not create work for your clients in this process. Make this an easy thing for them to do. Have a written set of questions for them to answer with an area at the bottom of your form for them to just share any thoughts with you that they would like to.

Here are a few examples of some questions to ask when gathering testimonials:

  1. What product or service did you buy from Xyz Company?
  2. Would you do business with Xyz Company again?
  3. How did you hear about us?
  4. What were one or two important benefits that you got from Xyz Company?
  5. How could we have made your experience with our company any better?
  6. Will you recommend our product or services to others?
  7. Anything else you would like to share about your experience with Xyz Company?

These are just few examples but I think you get the idea. You want to also have an opening sentence or two explaining why their feedback is important as well as a thank you statement at the end.

The little details that you will derive from these testimonials will help you create the most amazing experience yet for your clients.

This is so important for us to be able to make a real connection with our clients especially in restoration work. We deal with our clients at a very emotional and difficult time in thier lives. They have never needed our understanding, compassion and to know that we care about them then right now.

And that is where the magic happens.

In the little details that make your client feel special, taken care of and like they matter to you. You can give them hope that things will be normal again soon. These details may be something that you would never think of on your own and you wouldn’t know if you didn’t ask.

And the not knowing could be the difference between your success and your failure to give your clients a WOW! experience.

5 Books That Will Help You Run Your Business Better





One of the challenges in business is to be open minded about growing and adapting your thinking. A really good way to do this is to open your mind to new perspectives and new ways of thinking.

A mentor of mine taught me that success leaves a trail. You don’t need to reinvent the wheel you just need to walk down the path already forged by someone who has been there done that and successfully achieved what it is that you want to accomplish.

So the first thing you can do is find someone who has achieved what it is that you want and then study how they accomplished it. Who did they talk to, interview? Did they take a particular class or did they hire a coach? (This by the way is something that I would recommend that you do) And most importantly did they write a book?

I believe that words are incredibly powerful and that you can never read too many books.

I could literally live in a book store with a comfy couch and a latte…just sayin…:)

A person can give themselves a college education with a library card. Think of how powerful it is to be able to have a what to do manual right in front of you and even more importantly written by someone who has maybe been in your shoes and can relate to what you are going thru.

Being in business is tough and sometimes lonely if you feel stressed or just don’t have anyone to bounce ideas off of. In college classes they don’t really teach you outside of the fundamentals of a balance sheet and business plan. And there is so much more than that to know to survive and thrive in your business.

Most business owners open up their doors because they want freedom and have a dream. Not because they are great managers or marketers. Which are two very important elements to possess if you want to have success in your business. In fact a lot of business owners don’t understand the first thing about their financial books or how to track their profit centers.

The good news is that there are a lot of great marketers, financial advisors and managers that have written books for us to learn from. The more information you have the more informed decision you can make when planning your goals within your company as well. You may be a seasoned business owner or just a newbie doesn’t matter. We all have a learning curve as times are changing in how we do business.

Now there are many books that I could recommend for you to read but let’s start with just a few. If you don’t like to read then buy books on audio and listen to them while driving to the office or on the treadmill.

Here are 5 books that I feel are a must read for any business owner:

  1. Good to Great: Why Some Companies Make the Leap and Others Don’t by Napoleon Hill
  2. Change Your Thinking, Change Your Life: How to Unlock Your Full Potential for Success and Achievementby Mark Victor Hansen
  3. The Success Principles(TM) – 10th Anniversary Edition: How to Get from Where You Are to Where You Want to Be by Jack Canfield
  4. Triggers: 30 Sales Tools you can use to Control the Mind of your Prospect to Motivate, Influence and Persuade. by Joe Sugarman
  5. All Marketers Are Liars: The Underground Classic That Explains How Marketing Really Works–and Why Authen ticity Is the Best Marketing of All by Seth Godin

It is so important to learn to think outside the box especially when it comes to marketing your product or services. These books can help you develop your own way of doing things in your business that are in alignment with your goals both personally and professionally. If you aren’t sure how to set goals there is a great book written on goal setting by Jack Canfield. These books can also give you a solid foundation to build from. Because most of the time it’s whats between our ears that needs the most work.

You should also read as many books about your particular business as you can. It will make you a better business owner the more you understand your particular market sector.

Look we can’t know everything about everything and we don’t need to if we know where to find it. School is never out for the Entrepreneur and you shouldn’t want it to be. Business would be boring if we stopped growing and learning. Innovation would come to a halt and new ideas would cease to exist.

We don’t always have the answers when we hit a road block so seeking the help of an expert is key.

So go online or to the book store and start expanding your mind just a bit.

Enjoy…:)

Ps. If any of you have already read any of these books I would love to hear what you thought of them??


The One Thing You Absolutely Can’t Live Without

Let’s talk about the human body for a minute. There are a lot of complex systems, organs and parts that make our bodies function and function well.

There’s the liver, nervous system, circulatory system, heart, lungs, kidneys and brain just to name a few. All of these organs and systems are very important and totally necessary for the body to survive.

But is there one that is more important over the other?

Can some of them be replaced by a machine or a transplant?

The answer is yes to both.

You can have a liver, lung or heart transplant. You can even live without a kidney and hook up to a machine. But the two things you cannot live without is a brain, nervous system and circulatory system.

So education and systems are to your business what your brain and nervous/circulatory systems are to your body.

Two things you or your company will die without.






Now this is definitely a subject I can sink my teeth into.

I get so passionate and excited when you start talking about educating yourself and implementing systems!

I know to some of you that makes me a little on the weird side.

Ok…a lot on the weird side. 🙂

But by the time you are done reading this I hope to have you quite excited about my fav topic as well.

You can have a huge warehouse and tens of thousands of dollars worth of the latest and greatest equipment on the planet but if you have no clue how to use them or set your crews into motion processing jobs using them would be like owning a car without a steering wheel and a gear shift.

You can sit in it and look pretty but you aren’t gonna go anywhere.

You can rent, lease or even JV (joint venture) with someone to get the equipment you need. But the right education and systems in place in your operation are what puts you on the road to success.

The other reason that I am so passionate about education is this is an asset that you will own forever.

It doesn’t depreciate.

It can’t be repossessed.

You pay for it as you go so there is no debt to ensure.

And it builds the best kind of capital there is.

Mental Capital!

AND THIS IS THE ONE THING THAT WILL QUICKLY SET YOU APART FROM YOUR COMPETITORS!!

Education and systems has consistently put me ahead of the pack in my business year after year. And it will do the same for you.

When you walk into a prospective client’s home and they are devastated by a disaster that involves everything that they own they want to know that they are in good, knowledgeable and confident hands.

Think about it. If you are taking your Porsche into the shop for a major repair would you want to hear that your mechanic has the newest latest greatest equipment?? Sure. But more importantly wouldn’t you want to hear that they have the best trained and most knowledgeable technicians to use that equipment. Of course you would.

Your potential new client would to.

So what kind of class do you need to take?

One that teaches you how to do the job not how to take a test. One that gives you hands on training with complete reference manuals to take back with you for future use.

You want an instructor that is in the trenches with you and is willing to work with you and support you after your class is completed and you are back in your business implementing all that you have learned. Someone who is willing to guide you thru that initial learning phase and getting your feet wet so to speak.

You want an instructor who can give you all the tools and turnkey systems you need to be successful once you are back in the field.

Your classroom should be full of doing the work not just watching a power point.

DON’T SETTLE FOR ANYTHING LESS IN YOUR EDUCATION!

Cause if you do you and your client both suffer.
And that’s not cool.

Too many classes today teach you just enough to be dangerous and not enough to be successful.

Well I hope you are a bit more excited about my fav topic. 🙂

Are you???

~Annissa



It’s Whats On The Inside That Counts

We go to great lengths in our business to make a good impression on our clients. We pay big bucks to put expensive graphics on our vehicles and put our team in nice professional looking uniforms. We spend thousands of dollars on training and certifications not to mention phone book ads, pens and coffee mugs with our logo on them.

But are we missing the little things that matter most and actually cost nothing to do?

It’s one of those little things that I want to talk to you about.

How are you packing your boxes?

Funny question huh? But a very important one.

I’ve had clients tell me that they felt confident and secure in our company just by seeing how we placed items in their boxes after cleaning their contents.

Using bubble wrap and packing like kind items together such as glass with glass and books with books, let’s your client know I care without you saying a word.

Some companies even put a business sized card on the inside of every box that they pack that says “Packed With Care By ________” so the client actually knows the name of the person that handled their things.

What an awesome personal touch!

How does that song go…”You say it best when you say nothing at all”…? How true.

If you are gone and your client is unpacking their own boxes what are they going to feel about your company when they open one up? What are they going to feel when they see how you taped up the outside of the boxes and put fragile or do not stack stickers on them?

Will they feel special? Cared for? Or will they feel unimportant?

So what does your packing say to your clients….?

Remember people forget what we say and what we do but they never forget how we make them feel.

Just something to think about…:)

Here’s a short video of Travis showing students how to properly pack contents in one of our Firehouse Classes.