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Letter to the Editor: We Have a Big Problem

March 14, 2025 8:54 am

Dear Restoration Industry, I am coming to you today to inform you that WE have a real problem. AI is quickly becoming an issue, and we as an industry have a tradition of talking about it as part of the broader topic of “technology.” I feel that comes from a general lack of understanding on the matter. As a technologist with product patents in process and a frontline restorer, I feel I have a unique position of understanding on this matter. There are CMM models that are being developed, and some are already in

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Transform Customer Engagement with Chatbots and Predictive Analysis

March 14, 2025 8:00 am

Editor’s Note: At C&R, our reach extends beyond the U.S., connecting with restoration professionals in Canada, Australia, and beyond. As part of our global industry, we value the insights and expertise of our international contributors and the diverse perspectives they bring to the restoration community. Introduction Imagine a customer landing on your website at 11 p.m., frustrated after discovering water damage in their basement. They’re anxious and looking for help but reluctant to call. With an AI-driven chatbot, that potential customer is instantly met with answers and guided on scheduling a consultation — even

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Ten Years + Counting: Finding a Home in Restoration

March 13, 2025 8:56 am

April 15th marks my 10th anniversary in the restoration industry. Since I’m only 25, I’m not sure how I could work in any industry for that long, but alas, here we are! (If you just rolled your eyes like I did writing that, my sincere apologies. I’ll buy you a drink at the next show.) The RIA show was my very first industry event, the first time I ever traveled for work, and I was just two weeks into a brand-new job. Like many, I found myself here by accident and now have zero

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An 8-Step Formula for Creating Your Unique Selling Proposition

March 12, 2025 11:21 am

Restoration and cleaning is a highly competitive and mature market. Working with clients in three countries, we never hear the words, “I’m the only restorer in town!” Instead, everyone is mentioning the competitor next door, the one down the block, and the new one that just opened one street over and was probably started by an ungrateful former employee. I am convinced that half the businesses located on Long Island, New York are restoration businesses, begging the question, What the heck is going on in Long Island?! The difficult part in marketing is to

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Lessons from 9/11: A Cautionary Tale for California Wildfire Cleanup

March 11, 2025 8:00 am

The cleanup of the World Trade Center site after the September 11, 2001, attacks took nine months and cost billions. The dust from the pulverized towers was toxic and affected the health of thousands of workers. Additionally, the 9/11 cleanup revealed significant issues with untrained responders, many of whom were not fully prepared for the combined health hazards they faced. Over 20 years later, the 9/11 cleanup offers valuable lessons for restoration teams still dealing with cleanup from the recent Los Angeles wildfires. In 2001, the Environmental Protection Agency (EPA) underestimated many health risks and did

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Spot On Marketing in 60 Seconds – Reach, Capture, Convert

March 10, 2025 3:44 pm

Every successful marketing strategy revolves around three key steps: Reach, Capture, and Convert. These pillars guide how businesses attract potential customers, engage with them, and ultimately turn them into loyal clients. Whether you’re running social media campaigns, investing in SEO, or refining your sales process, understanding and implementing these steps can significantly impact your business growth. First, Reach is about getting in front of the right audience through social media, SEO, paid ads, or email campaigns. Once you have their attention, Capture comes into play—encouraging potential customers to take action, like filling out a

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8 Women in Restoration Share About Their Career, Leadership, and Why They Love What They Do

March 7, 2025 11:02 am

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

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Does Your Competitor Just Have Better Employees?

March 4, 2025 8:26 am

As a small business owner, a man who we’ll call “Bob”, has noticed that workflow and profitability have slowed over a period of time, which is making him uncomfortable. Bob’s office isn’t far from his rival competitor (Better Construction, Inc., aka BCI), and he notices their trucks consistently leaving the BCI yard every morning. As Bob sips his morning coffee, his frustration reaches a peak. He thinks, “Why is my rival busy while I am struggling?” Bob notices members of his team stroll from their vehicles into his warehouse. He thinks, “I bet they

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Grow Your Cleaning Business: Investing in Tech That Actually Works

February 27, 2025 7:50 am

Running a cleaning business means doing far more than ensuring properties sparkle. You’re juggling customer relationships, processing recurring payments, and making sure your crews arrive on time with the right information. The daily grind can be overwhelming without the right systems in place. Today’s technology can transform how you manage and grow your cleaning company by automating routine tasks and eliminating common headaches. Making smart tech choices might be the most important move you make this year to boost your bottom line. Building Stronger Customer Relationships Through Software The right technology creates frictionless relationships

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What’s Best for Your Bottom Line: The Hire vs. Tech vs. Outsource Debate

February 25, 2025 8:23 am

Almost all business leaders face common challenges — scaling, improving profitability, and maintaining business health. The restoration industry is no exception, though approaches can vary. For some, success hinges on a strong workforce. Since this is a service-driven industry, hiring skilled employees, offering competitive pay, and fostering a positive work environment are key to retention and stability.  Better technology can be built into the machines you use (at a price) or found in apps that provide advantages in both the field and in the back office. A third strategy is outsourcing to specialized partners

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