A Luxury Home Requiring More Than Standard Restoration
The Challenge
The residence, a ~4,000 SF, two-level luxury home in Sandy, Utah, required mitigation through full restoration following a property loss.
The main challenge was meeting very high hygiene and cultural standards — not just technical complexity. The insured maintained strict cleanliness protocols rooted in health considerations and cultural expectations.
The homeowners were in Japan and Korea during the loss. All work had to be done with precision, discretion, and trust — with no on-site oversight.
A standard restoration approach would not have been sufficient. The project required a customized White Glove strategy that respected the homeowner’s environment at the highest level.
A Custom White Glove Strategy Built Around the Homeowner
How We Approached It
Applying CORE’s White Glove standards, our team developed a job-specific hygiene and containment protocol designed specifically for the household.
Elevated Footwear Protocol (Primary Focus):
Instead of standard shoe covers, we created a custom footwear solution:
- Purchased brand-new shoes selected and approved by the homeowner for all personnel entering the residence
- Established a controlled footwear system to ensure shoes were worn exclusively inside the home
- Enforced strict compliance across all trades and site personnel
- Treated footwear as part of the project’s quality-control standards, not an afterthought This approach went far beyond industry norms and demonstrated respect for the homeowner’s cultural and personal expectations.
Containment and Cleanliness Execution:
- Full containment installed and removed daily across thousands of square feet
- Continuous monitoring of cleanliness standards throughout mitigation and restoration
- Zero shortcuts taken, despite operational complexity
Client-First Cost Decisions:
- No charges submitted for containment labor
- No charges submitted for the customized footwear program
The Results: Trust, Precision, and Zero Friction
The Win
Homeowner Result:
- Felt deeply respected and culturally understood
- Maintained a sense of safety and control despite being overseas
- Experienced a restoration process that aligned with luxury-living standards
Carrier Result:
- No cost escalation to PURE
- A highly disciplined scope with clear documentation
- A complex project delivered without friction or dispute
Pro Tip from a White Glove Service Ambassador:
White Glove service is not about policies—it’s about personalization.
When teams adapt their operational standards to the homeowner’s values, trust becomes the most powerful deliverable.
Beth Thompson
Beth Thompson serves as the Vice President of Experience at CORE Group, a leading network of independent restoration companies. In this role, she oversees the planning, execution, and evaluation of the CORE experience, beginning with member companies and extending to industry relationships, carrier partners, and vendor partners. Beth leads the Experience team in evaluating every touchpoint within the organization, with a focus on delivering first-class service and continually identifying opportunities to improve how CORE engages with its community.
Passionate about White Glove Service, Beth is dedicated to refining processes and elevating experiences while keeping a strong focus on the value of people first. Her work centers on creating environments where individuals feel seen, valued, and heard.
Beth’s core competencies include corporate event planning, strategic leadership, contract negotiation, marketing communications, social media, team building, and organizational leadership. She holds a Bachelor of Arts in Education from Delta State University and is committed to continuous learning, exploring new ideas, and collaborating with diverse stakeholders to help drive excellence across the restoration industry.
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