Regular Columnists

Know Thy Customer

In the fast-paced world of disaster restoration, we often find ourselves caught up in the whirlwind of operations and logistics, focusing primarily on the ‘how’ and ‘when’ of service delivery. However, it’s crucial to pause and consider the ‘who’ we are serving – our customers. Understanding your customer is not just a nice-to-have; it’s a must-have for any successful business in our industry. It’s about digging deep, really getting to know them, and tailor-fitting our approach to meet their unique needs. Let’s face it, in our field, we deal with people at some of

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Navigating Tomorrow: A Deep Dive into the Future of Human Resources in 2024

As we stand on the precipice of 2024, the world of Human Resources is undergoing a profound transformation, fueled by cutting-edge technology, a workforce that demands flexibility, and an unwavering commitment to employee well-being. This journey into the future is not just a continuation of the traditional HR role but a reimagining of its purpose, aligning it more closely with the dynamic needs of an ever-evolving global workforce.  Pioneering Technological Integration  The integration of advanced technologies is revolutionizing HR operations in 2024. Artificial Intelligence (AI) and automation have become instrumental in streamlining the recruitment

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HR – Get Out of the Transactional Box

Speaking to all my fellow HR professionals and anyone who carries out HR duties. Over the years, Human Resources has gone through a roller coaster of duties and functions. From the humble Personnel Department to Human Resources to People Operations, the HR function of a company has gone through a few different names, looks, and personalities. But the fundamental duties of HR never changed, all transactional with little true relational value. Why do you think everyone dreads HR? It is the responsibility of HR to do the hard transactional work, to be the “bad

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Marrying Goals with Standards to Win

While goals are aspirational and motivate us to reach for greater heights, standards define the consistent actions and behaviors we commit to, day in and day out. Think of standards as the foundation upon which goals are built. For a business owner or manager, setting clear standards for yourself and your team means creating a roadmap of excellence that leads to achievement. It’s about ensuring that every important task is executed with precision and dedication. Over time, these standards become ingrained habits, driving the company forward, even when unforeseen challenges arise. In essence, goals

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Carpet Cleaning for Restorers

Full disclosure, I am a carpet cleaner at heart. I know this magazine is heavily focused on restoration and that is great; I love the restoration industry. However, right in the title of this fine periodical is the word “cleaning”. Many of us got our start in the restoration world by being carpet cleaners. I still feel that cleaning is a great way to grow a restoration-focused business, and you can make great money along the way. I am going to reacquaint all of my fellow restorers to the virtues of using carpet cleaning

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The Role of AI in HR: Shaping a Modern Workforce

In an era marked by rapid technological advancements, the integration of Artificial Intelligence (AI) into the workforce has transformed the way we work, communicate, and even make decisions. Among the sectors reaping the benefits of AI, Human Resources (HR) stands out as a prime example of how this technology is revolutionizing traditional practices and ushering in a new era of efficiency, personalization, and data-driven decision-making. Historically, HR departments have been responsible for managing an array of personnel-related tasks, such as recruitment, employee engagement, payroll, and performance evaluations. These responsibilities, while crucial, have often consumed

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ChatGPT: No Respect for Restoration Contractors, but Plenty for Customer Service

Dear David is a little different this month.  It seems one cannot pick up any form of media and not hear about artificial intelligence.  So, I thought I would see how intelligent ChatGPT is about the restoration industry.  Below is the word for word response to the request to write a 600-word paper, in the style of Rodney Dangerfield, about how ChatGTP will help restoration contractors service their customers better. Do you agree with the response? Tell me what you think by emailing; subject: No Respect. Introduction: Hey, folks! I gotta tell ya,

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The Lost Art of Face-to-Face Marketing

There are many ways to drive business to a restoration company in today’s market. We have TPAs, Preferred Vendor Programs, Pay Per Click, SEO, and a myriad of other avenues to get the phone to ring. I am blessed to travel around the country attending many restoration industry conferences and trade shows. One of the topics that is not really spoken about anymore is face to face referral-based marketing. It seems to become a lost art in our industry. I know it is not as sexy as many of the aforementioned ways of getting

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Top Collections Strategies for Restorers

Getting paid at the end of a job can be one of the biggest challenges restorers face. Restorers should recognize that collecting money has very little to do with their invoicing process once work is finished. Rather, collecting starts from the moment they first make contact with a prospective client. A happy client is much more likely to pay than an unhappy client, so the steps taken early on and throughout the job are extremely important. Setting realistic expectations, communicating effectively, and thoroughly documenting the work, will have a huge impact on a restorer’s

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The Great Redefining

Over the last few months of attending conferences and conventions, there was one statement that was repeated multiple times by various people at every single conference. It was said after a speaker asked the audience what the top challenges are you are facing within your company…” besides labor and hiring issues like we are all facing.” And I started wondering why. Why are so many companies across various states and markets all struggling with labor issues? All of us have heard the phrase, “The Great Resignation” referring to over 50 million people quitting their

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