Every year during Women in Construction Week, we take the opportunity to shine a light on some of the incredible women in restoration. In this feature, eight industry leaders share the defining moments that shaped their careers, the advice they’d give to their younger selves, and why they love what they do. Their responses offer wisdom and inspiration for anyone in our industry—here’s what they had to say.
Contributors:
Lori Young, Certified Restorer (RIA), Master Certification in Fire & Smoke (IICRC), Contents Loss Specialists (CLS, RIA)
Trish Wall, SERVPRO Team Wall, Chief Revenue Officer
Nancy Kirk, ATI Restoration Vice President of Operational Excellence – East
Erin Moore, ATI Restoration Regional Manager – Atlanta
Ryder Hendrix, ATI Restoration Regional Manager – Charlotte & Greenville
Taylor Carmichael. Director of Systems & Instructional Design, Southeast Restoration
Erin Wallace, Executive, Special Projects, On Side Restoration
Barb Jackson, CR – President, Consultant, Speaker, Instructor, Total Contentz
What’s a defining moment in your career that shaped the way you lead today?
“Early in my career, I was led by fear, where power meant control rather than guidance. It hardened me, but ultimately, it shaped me into a leader who delivers the same message with strength in a broader, more palatable way. I learned that real influence comes from listening, understanding, and leading with both conviction and empathy. Women bring a unique power—one rooted in connection, resilience, and seeing the whole picture. Today, I lead with clarity, not fear, knowing that strength and gentleness go hand in hand.” – Erin Moore
“I’m not sure if there is a definitive, defining moment, but I can say the term ‘servant leader’ was taught to me early in my career. This term defines the way I want to be remembered as a ‘leader.’ Being a ‘servant leader’ means that the approach with my team or a client is: ‘How can I help so that your day is better?’ ‘What can I teach you today that takes knowledge from me and passes it on to the next generation?” – Lori Young
“As a leader, establishing strong relationships with your key team members is essential. A few years ago, a colleague who was instrumental to our success unexpectedly lost her husband. That experience reinforced an important leadership lesson for me: while KPIs and accountability are crucial, it’s just as important to recognize that life happens. Investing in people on a personal level creates a culture where loyalty and dedication are reciprocated, ultimately strengthening the entire team.” – Nancy Kirk
“I can’t say that I’ve had one ‘defining moment’ — instead, my leadership philosophy has evolved over the past 20 years and is based on a few key principles. First, I lead by example. This means I show my team the level of dedication and hard work I expect from them. Second, I acknowledge my limitations. If there’s something I don’t know or can’t do, I’m not afraid to ask for help or bring in an expert. This honesty builds trust within the team. Lastly, I engage in continuous learning. I stay updated with the latest industry trends and encourage my team to do the same. By building a team of experts who share our goals in restoration, we can achieve great things together.” – Erin Wallace
If you could go back and give advice to yourself when you were just starting out, what would it be?
“Approach every challenge as an opportunity to grow. Don’t be afraid to ask questions, take initiative, and step outside your comfort zone. Success isn’t just about completing tasks—it’s about adding value, building relationships, and continuously learning. Trust the process, stay adaptable, and always lead with a servant’s heart.” – Taylor Carmichael
“I used to let my perceptions and self-created assumptions of others intimidate me. Especially those in positions of authority, those with decades of experience, those that exude an unstoppable confidence, and all those ‘influencers’ out there that must be in that position because of their clear superiority in ALL things. They were all stories created in my head. Not real. Just assumptions. Don’t let your perception of others OR their perception of you mess with your head. Stay straight. Ask questions. Do your research. And never let self-doubt be your tipping point.” – Trish Wall
“You define who you are in this industry—your skills, perspective, and leadership bring something necessary and different. Never shrink yourself to fit a mold that wasn’t made for you. Your ability to lead with empathy, build relationships, and solve problems uniquely is a strength, not a weakness. Speak up, take up space, and trust yourself—you belong in every room you step into. The industry doesn’t just need more people; it needs you.” – Erin Moore
“As women, we sometimes define success through external markers—our wardrobe, hairstyle, clothing size, or societal expectations of how success “should” look. But these are distractions. Remove the internal pressure to impress others. Your career will not be determined by appearances but by your work ethic, skills, and impact. Focus on your goals, trust your capabilities, and success will follow.” – Nancy Kirk
“Organization matters. I’ve always been confident in my ability to juggle multiple things at once, but I quickly learned that having a solid organizational system is a game changer—especially in an industry where things can feel chaotic. Staying organized keeps me accountable and makes everything run more smoothly. No matter how skilled or experienced you are, having a good system in place makes all the difference!” – Ryder Hendrix
“Match up opportunities that are in line with your core values and needs. Trust your instincts. If a project or partnership is not aligned with your ethics and principles, don’t compromise. Learn to discern the difference between a potential opportunity and an opportunistic motive. Trust that good people want to help and align with you and your vision.” – Barb Jackson
Is there a moment in your career that made you step back and think, this is why I do this?
“Every time a client thanks me for assisting them through a difficult time in their life, I am rewarded with the statement, ‘This is why I do this’! Over the course of my career, I have made education and customer service a priority. As I get older and consider that I am much closer to the end of my career than the beginning, my hope for the next generation is that education stays a priority so that we may continue to have ‘industry experts.’ AI, technology, and speed are tools for which we should be utilizing, however, they should always remain teamed up with knowledge.” – Lori Young
“I have the unique (and sometimes challenging) opportunity to directly lead a variety of team members. I work with director-level positions down to non-supervisory and cover a variety of business divisions in between. The workload can really push me into living in the ‘just get through the next’ mentality with my head down and nose to the grindstone. The most rewarding moments are when I’m pushed from sea level to cruising altitude in a split second and abruptly realize what I’m doing is MUCH bigger than I even know. As of lately that has come from watching some of my younger team members growing their careers to new heights and accomplishing some incredible goals. The unfeigned joy they exude when recanting their success stories with me is sobering. It makes me tear up when we talk. No lie. Maybe it’s me turning into a sentimental old lady, but I get so much joy from seeing their success and knowing I may have had some sort of influence to help them get there. It’s truly the best.” – Trish Wall
“Given my personal goal of restoration becoming a long-term career, I recognized the need for improvement when I struggled to find relatable female role models at higher levels within my industry. This experience motivated me to become a role model for the next generation, providing them with the inspiration and guidance I lacked during my own career development.” – Erin Wallace
“There is nothing more rewarding than seeing your team grow. Watching my staff reach their full potential and overcome challenges they once doubted they could handle reinforces that all the chaos that comes with working in emergency services was worth it. Seeing them exceed expectations, deliver outstanding projects, and make a meaningful impact on our clients’ lives fills me with immense pride and joy.” – Ryder Hendrix
“There have been many moments in my career that have reaffirmed why I do this, but one that stands out is seeing firsthand how the right technology empowers our team to serve our customers better. At Southeast Restoration, our people are our greatest asset—an extraordinary culture made up of remarkable team members. I have the honor of providing the tools and systems that help our teams work more efficiently, communicate seamlessly, and focus on what truly matters: restoring lives and repairing property. Watching our team leverage technology to streamline processes and create a better experience for our customers reminds me that my work isn’t just about software or systems—it’s about enabling our people to do what they do best.” – Taylor Carmichael
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