Head Heart and Boots

  As someone who has spent years recruiting, hiring, and managing sales teams, I’ve experienced the highs of landing a promising new hire and the crushing lows of seeing their potential unravel because of missteps I could have prevented. Early in my career, I was guilty of what many leaders do: recruiting someone I believed was a rock star, handing them a laptop and a list of contacts, and saying, “Go make it happen.” I expected results without providing the map to get there. The consequences were predictable but still painful. Talented people struggled

Accountability isn’t a concept we just preach to our teams—it’s something we have to live out, day in and day out. And sometimes, it’s messy. It means owning up to our mistakes, having hard conversations, and being willing to hold ourselves to the same standards we expect of others. I recently had one of those moments. You know, the kind where your own behavior comes under the microscope, and you realize you’ve been falling short. It wasn’t fun, and it sure as hell wasn’t comfortable, but it was a turning point—one that reminded me

One of the biggest mistakes we’re making in the disaster restoration industry isn’t technical, it’s strategic—and it’s costing us. We’ve become experts at drying out basements, cleaning up after fires, and restoring homes and buildings after hurricanes, but there’s one area where we’re falling short: customer experience. Here’s the hard truth: we aren’t thinking strategically enough about the experience our customers are having from the moment they first call us to the time we wrap up the job. Many of us are operating under the assumption that if we deliver a high-quality restoration service,

What’s the value of a consultant? My fiancé asked me that this week. If you want to know the answer, grab a cup of coffee, and let’s get philosophical this morning. As the business manager at a consulting firm, I wear many hats. Oftentimes people ask me what I do for work, and when I try to explain it, it sounds a lot like the way people sound when they try to talk with a mouth full of water. I work hard to be an effective communicator, so if I have your permission to

In the bustling, high-stakes world of insurance restoration, where moments matter and every interaction counts, one strategy stands out for its simplicity and effectiveness: “Stacking Deposits for the Win.” This approach, rooted in the power of incremental agreement and building trust, can transform the way restoration contractors engage with clients and team members, ensuring smoother project execution and heightened customer satisfaction. Imagine this: a home devastated by water damage stands as a testament to the havoc nature can wreak. The homeowners are stressed, their lives upended, and they look to you for solutions. At