2026 Unsung Heroes Award Winners

Celebrating the industry’s best and brightest who often fly under the radar but embody the integrity, service, and work ethic of restorers.

Every year, choosing our Unsung Heroes gets a little harder. Not because we’re short on nominees, but because we’re never short on people in this industry who show up, do the hard thing, and never once ask for credit. This year’s three winners didn’t set out to be recognized. That’s sort of the point.

For many, work is slow, there have been layoffs, margins are tight, and jobs are harder to close. But unsung heroes just like the ones we are celebrating here continue to show up every day to serve their customers, coworkers, and communities. Honoring the people who keep doing this work with their heads down and their hearts in it feels less like a nice tradition this year, and more like something more important than ever. And how fitting that the winners showcase such different types of restorers – a large franchise, a national strategic, and a local independent.

Chris Shepherd, a field manager at RARE Restoration & Roofing, told us about a Christmas morning years ago when he and a coworker walked into a sewage CAT3 loss and spent the day packing up an elderly homeowner’s belongings and getting her safely into temporary housing. On a holiday, with no fanfare, because that’s just what the job needed. He calls it turning “bad into better.” I’d call it exactly the kind of thing that never makes a headline and always changes someone’s day.

Jaime Burnette, office manager at ATI, describes herself as “the calm in the chaos.” She is the person fielding the calls, backing up the technicians, and making sure the people doing the work in the field have what they need to do it well. It’s easy to overlook the people holding jobs and companies together from the inside. Jaime doesn’t let that stop her from showing up fully anyway.

And PuroClean COO George Hernandez, whose work with franchise owners helps build businesses that support entire families and communities, put it simply: his success is tied to the success of the people around him. He talked about helping a franchise owner walk through the biggest, riskiest job of his career thoughtfully and honestly and watching it become the largest project ever produced by a single owner in the system. That’s leadership measured in someone else’s growth, not your own spotlight.

Different roles, different companies, different corners of this industry. Same instinct: solve the problem in front of you, take care of the person next to you, and let the recognition be optional.

That instinct is what “unsung hero” has always meant to us at C&R. It’s exactly what this industry has leaned on to get through a genuinely difficult few years. Chris, Jaime, and George didn’t do this work for an award. But we wanted them to know it didn’t go unnoticed.

Please join us in congratulating this year’s Unsung Heroes. We’re proud to finally say their names out loud!

1. What does “being an unsung hero” mean to you in the restoration industry?

It means helping those around you for no applause. In my six years in the industry, I have served during CAT events and large commercial losses, and I’ve helped many homeowners through some of their most difficult times. Being regarded as an “Unsung Hero” feels like a standing ovation.

2. Can you walk us through a specific moment or job where you felt you truly made a difference for a customer or your team?

I know I make a positive impact everywhere I go, but there are others who truly make a difference for people — like doctors, nurses, and first responders. I’m not exactly saving anyone’s life, you know? To me, it’s more than just doing a good deed. I help where nobody else can. I turn bad into better, and to quote the company motto: “We Solve Problems.”

One time, a few years ago on Christmas morning, Doug and I took on a horrible CAT3. Imagine Christmas morning ruined by sewage. We worked diligently to extract and stabilize the structure, but we also packed up everything unaffected in the home, personally set it up, and moved the elderly client into ALE that same day. Did we save a life? No, but we made Christmas a lot less “shitty.”

3. What drew you to this industry, and what’s kept you in it?

Science is behind everything in restoration — the chemicals, the equipment, all the formulas. I have always loved science! I was intrigued from the first day. It’s all just one big science experiment, using theory, deduction, and problem-solving to find the correct solution to a wide variety of problems.

4. Who or what has shaped how you show up for your team and your customers?

I owe it all to those around me. Doug Weatherman has been a great leader, and he ensures our team has top-notch guidance from our management team. Earl Ewoldt’s hands-on approach to training directs our team to the highest standard of performance. It’s just the people willing to take the chance to make sure things are done correctly — my team members too. It’s nice to have a group of friends who can check you and recognize mistakes. Just having those positive notes allows me to strike the day like a match and burn bright through it.

5. What’s the hardest part of this work that people outside the industry don’t see?

The hardest part, I would say, is the amount of effort and dedication it takes to start a mitigation job and finish it. It’s something I don’t think enough people see — the knowledge, the time, the labor, the actual process itself. People spend time learning and constantly improving themselves every day while doing this work. In restoration, you have to be a detective, a leak detector, a sprinkler guy, a foundation guy, a cleaner, a chemist, a structural expert, a legal-level documentarian, and a salesman in order to fix your customer’s property. The daily workload in this industry is certainly not for the faint of heart or the weak stomach.

6. What advice would you give to someone just starting out who wants to have the kind of impact you’ve had?

Don’t hesitate to ask for help or gain more knowledge. There are classes, groups, and other folks out there willing to share what they’ve learned, too. Study on your own like you did in school. If it bugs your gut, read up about it or ask a question.

7. Looking ahead, what’s next for you, and how do you hope to keep making an impact?

Looking ahead, I would really like to lead our storm team or disaster response crews. I’ve done it once before in Western North Carolina after Hurricane Helene, and I really enjoyed it. Seeing new places and helping others through these absolute nightmares — even when we were doing it for free — gave me a renewed sense of purpose.

1. What does “being an unsung hero” mean to you in the restoration industry?

To me, unsung heroes are the calm in the chaos of the restoration industry. They work behind the scenes to ensure every service is as seamless as possible.

2. Can you walk us through a specific moment or stretch of time where you felt you truly made a difference for your team or a customer?

I feel like I make a difference every day. My job is to save the day for my customers and team members, which I find incredibly rewarding. Customers know they can call me to discuss options and that I will do my best to help them in any situation. I also aim to be a strong advocate for our technicians by putting them first, ensuring they have what they need, and making sure they feel valued and supported. Happy technicians make happy customers!

3. What drew you to this industry, and what’s kept you in it?

I started in this industry many years ago when I needed a change of pace. I never thought it would lead to a lifelong career, but knowing I make a difference in the lives of others keeps me coming back. At the end of the day, I leave the office knowing the day ended better than it started for the people we helped.

4. Who or what has shaped how you show up for your team and your customers?

I have had a couple of incredible mentors along the way. Each showed me that leading by example, going the extra mile, and not being afraid to roll up your sleeves to help are the keys to success in this industry.

5. What’s the hardest part of this work that people outside the industry don’t see?

We are busy nonstop, juggling responsibilities the entire day. Effective prioritization becomes your main focus.

6. What advice would you give to someone just starting out who wants to have the kind of impact you’ve had?

Be willing to bend, be ready to work hard, and learn something new every day. Also, never burn a bridge — you will eventually need to cross it again.

7. Looking ahead, what’s next for you, and how do you hope to keep making an impact?

I am looking forward to the continued growth of our carpet department and to focusing more on customer relationships with our mitigation and construction teams in the coming months.

Meet George in a recent episode of Restoration Today!

1. What does “being an unsung hero” mean to you in the restoration industry?

To me, being an unsung hero means giving 100% to the communities we serve and recognizing that my success is directly connected to the success of the people around me.

In restoration, the work is rarely about one individual. It takes franchise owners, technicians, project teams, partners, and corporate support working together to help customers recover during difficult moments. My role is to help create the conditions for others to succeed — whether that means offering guidance, removing obstacles, sharing resources, or being available when a franchise owner needs support.

The most meaningful recognition is seeing a franchise owner grow in confidence, take on an opportunity they may not have pursued before, or deliver an exceptional outcome for a customer and their community.

2. Can you walk us through a specific moment or project where you felt you truly made a difference?

A project that stands out was a significant bank loss led by franchise owner Ben Doebler. From the moment the opportunity surfaced, Ben reached out so we could take a holistic view of the project before making a commitment.

We worked through the entire decision-making process together: the franchise’s capabilities, the financial implications, the operational requirements, and even the fundamental question of whether taking on the project was the right decision. Once we agreed that it was an opportunity worth pursuing, we developed the approach to producing the work, including the restoration strategy, staffing needs, equipment requirements, and realistic timelines.

That project became the largest job ever produced by a single franchise owner within the PuroClean system. What made it meaningful was not simply the scale of the job; it was the ability to help an owner evaluate a major opportunity thoughtfully, prepare for it properly, and execute it successfully. It demonstrated what can happen when franchise owners have the right support, preparation, and confidence behind them.

3. What drew you to this industry, and what has kept you in it?

I was recruited out of college by a major insurance company, and I immediately fell in love with the insurance, claims, and restoration industry. I was drawn to the fact that the work is both highly complex and deeply personal. We are helping people and businesses recover when they are experiencing disruption, uncertainty, and, in many cases, one of the most difficult moments they will face.

What has kept me in the industry is the opportunity to make a meaningful impact through the work we do and the people we serve. I also believe strongly in legacy. Franchise owners are building more than a business; they are creating opportunities for their families, their employees, and their communities. Supporting their growth helps strengthen the long-term future of the PuroClean brand and the people who have placed their trust in it.

4. Who or what has shaped how you lead and show up for the people around you?

My leadership is shaped by God and my faith, my military experience, my family, and the teams I have had the privilege to serve alongside.

My faith keeps me grounded in humility, service, integrity, and the responsibility to care for others. The military taught me the importance of preparation, discipline, teamwork, accountability, and never leaving people to face challenges alone. My family gives me purpose and perspective, while my team continues to challenge, support, and inspire me every day.

Together, these influences have shaped a leadership style centered on being present, dependable, honest, and focused on helping others succeed.

5. What is the hardest part of this work that people outside the industry do not see?

One of the hardest parts of restoration is the complexity and unpredictability of every project. You often do not know exactly what you are walking into until you arrive on-site. Conditions can change quickly, and every job may involve different technical, operational, financial, environmental, customer, insurance, and staffing considerations.

That uncertainty is what makes the work challenging, but it is also what makes it exciting. Restoration requires the ability to assess a situation quickly, develop a practical plan, adapt as new information emerges, and lead with confidence even when there is no simple or obvious answer.

6. What advice would you give someone just starting out who wants to have the kind of impact you have had?

You need to have genuine passion — passion for your customer, the people you lead, and the organization you represent.

Technical skills and business knowledge are important, but long-term impact comes from caring deeply about the outcome for others. Be willing to learn, work hard, listen to the people around you, and show up consistently when challenges arise.

If you put the customer first, invest in the people you lead, and stay committed to the mission of the organization, you will create trust. Trust is the foundation of meaningful leadership and long-term success in this industry.

7. Looking ahead, what is next for you, and how do you hope to keep making an impact?

Looking ahead, I want to continue helping grow the PuroClean brand. Growth creates positive outcomes for our franchise owners, our employees, the communities we serve, and PuroClean as a system.

I hope to continue making an impact by keeping the focus on what matters most: the end user, the franchise owner, and my team. When we support customers with excellence, help franchise owners build stronger and more successful businesses, and provide our teams with the leadership and resources they need to succeed, we create sustainable value for everyone.

My commitment is to continue showing up, serving others, developing people, and helping our network pursue opportunities that strengthen both individual franchise owners and the PuroClean brand as a whole.