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Full-Service 3-Expert Contact Team
Full-Service 3-Expert Contact Team
We understand the stress that comes after experiencing a property loss. Customers want their homes and businesses to be put back together, but that often involves coordinating handfuls of different vendors, each with its own schedule, invoice, and contact information. It becomes the responsibility of the customer to keep up with everything, and that can be overwhelming.
At SERVPRO of Richardson, our goal is to make our customers’ project:
Our promise to you is to simplify the process by assigning you a 3-Expert Team. These team members will take care of all aspects of your project from beginning-to-end. Rest assured that if you ever have a question, they’ll have the answer.
- Project Coordinator: this expert will work with your insurance company to process your claim.
- Project Manager: this expert will handle every aspect of the mitigation portion of your project, from water extraction and drying, to fire cleanup, to cleaning, mold remediation, and asbestos abatement.
- Reconstruction Manager: if this expert is needed, they will manage the reconstruction of all damages to your property and conduct a final walkthrough with you to ensure you’re satisfied.
1 Office. 3-Experts. Your Project 100% Completed.
Our team of experts will oversee every aspect of your project and manage your insurance claim. They’ll work with you from beginning-to-end.
We’re ready to help as soon as you call.
SERVPRO of Richardson services Richardson and all surrounding Dallas communities. We can be reached 24/7 at (972) 690-1414.
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“Like it never even happened,” only happens here.
SERVPRO of Richardson's Full Service 3-Expert Team
SERVPRO of Richardson's Full Service 3-Expert Team has all the answers. It is designed to simplify projects and help reduce customer stress.
Policyholders are happier with fewer points of contact on a claim.
That’s the point that a survey from J.D. Power & Associates proved (“How Homeowners Really Feel”).
It’s easy to understand why this is true. When our customers call us, chances are that something bad has happened. A water damage. A fire damage. Mold in their kitchen or attic. Stress is likely to be higher than usual, and our customers want the damage to be fixed and their lives to go back to normal. They want it, “Like it never even happened.”
Yet, when a typical water or fire damage occurs, the following representatives are called into place: vendor technicians, vendor management, insurance liaison, textile cleaner technicians, textile cleaner management, textile insurance liaison, reconstruction crews, reconstruction management, reconstruction insurance liaison...
The list can go on and on. It becomes very difficult to coordinate all those appointments, names, and companies and keep track of all the expenses and timelines happening at once.
SERVPRO of Richardson understands that simplicity is key.
This is why we have our Full Service 3-Expert Team. Whenever you need information about your project, you can contact our 3 expert employees that are managing your project from start to end.
Full Service 3-Expert Team:
- Job File Coordinator
- Project Manager
- Reconstruction Manager (if necessary)
Job File Coordinator: this person is responsible for coordinating all documentation and project updates to your insurance provider. They work hand-in-hand with your adjuster and communicate with them to process your claim.
Project Manager: this person is on your property when the damage first happens. They will be responsible for coordinating clean-up and remediation crews to stop any further damage from happening on your property. They will make sure your property is cleaned and dried correctly. If necessary, they will also coordinate mold remediation, asbestos abatement, textile cleaning, contents cleaning, and packouts and packbacks.
Reconstruction Manager: if reconstruction needs to happen at your property, this expert will go to your property and assess the damage. They will coordinate various tradesmen to rebuild your property--and take care of all the scheduling, materials, and expenses.
When you hire SERVPRO of Richardson, rest assured our Full Service 3-Expert Team will take care of all the details.
We’ll take care of you.
“Like it never even happened,” only happens here.
SERVPRO of North Irving services Irving and surrounding Dallas communities.
Additional IICRC Water Damage Restoration Technician Certifications Earned
Justin Doherty and Jessica Slown show off their new IICRC Water Damage Restoration Technician patches.
Congratulations to Jessica Slown, Justin Doherty, and Krystie Barnett for passing the Water Damage Restoration Technician exam.
These individuals are now certified and recognized by the Institute of Inspection Cleaning and Restoration Certification (IICRC) as having achieved a level of expertise where they understand and can perform the standard of care required for water damages.
Earning this certification will ensure our team members can always give the best possible and informed care to our customers. With Justin and Krystie out in the field, to Jessica working with customers in office administration, we can continue to provide a positive beginning-to-end experience where our customers know and trust that meeting their needs are our first priority.
We’re proud of Jessica, Justin, and Krystie’s achievement, and we continue looking forward to having them as part of our family.
A Day in the Life: Christi Robinson, Sales
Christi Robinson, Sales
“Good morning!” is what Christi says as soon as she walks into the marketing and sales office. She’s greeting Gracie, the office pet. A few moments later, Christi is at her desk, and the day’s work begins.
“One part of my job is to finish estimates, lead crews on some projects, and complete follow-up visits,” Robinson explains. This is what she’s scheduling before 8 A.M. before the crews arrive and the entire office begins to hum with the day’s excitement. For a few quiet minutes each morning, it’s just Christi and Gracie checking emails and preparing. Then, Christi is gone to the daily Work-In-Progress meeting, and by 8:30, she’s out the door to the day’s field work.
When Christi is not in the field working with a customer, she’s at the office preparing, sometimes with the rest of the marketing team. “My other responsibilities are to market to old and new clients and assisting with social media.” Most of our office’s candid employee shots on our social media accounts have been taken by Christi. She’s well known around the office for her ability to capture someone in their best light.
She’s also known in the field for her ability to connect with customers. “People, no matter what their social status, are vulnerable in time of need.” She keeps this in mind as she works with people experiencing damage at their properties. “They want an open ear or a shoulder to lean on when going through a loss. That’s what I try to provide for them throughout their entire project. It’s what they deserve.”
Between water and fire damages, mold remediation, general cleaning, and now with textile cleaning added to our list of services, Christi’s day can be unpredictable. It’s the life of a sales representative in an emergency restoration company. “Every day is like opening a present--it’s something new and interesting. It keeps me motivated.”
After years with our company, success is still defined by one thing for Christi. “A smile. I’m fulfilled when we can make our customers smile.”
A Day In The Life: Julie Goguen, Accountant
Julie Goguen, accountant for SERVPRO of Richardson
She’s been working for at least an hour before most people have taken their first sip of coffee--not that she’ll take any if you offer her some. “Dr Pepper is my caffeine, but not until lunch time,” she says. “Hot fries do wake me up, but I can’t have those for breakfast, can I?”
She laughs. She’s always in a good mood, which is what she’s known around the office for along with her ability to be everyone’s friend.
And here we find what might be one of the few extroverted accountants in the world. And the bravest. There was once a loud bang outside the office. When everyone either cowered around their desks or ran to the back of the building, Julie was the only one that ran out the front door. It turned out a car was backfiring. Not that the rest of us scaredy-cats would have known. She also stopped a robbery at a department store one random Tuesday evening, but that’s a story for another day.
Julie is married with three kids and a few dogs at home. We think they have a pretty normal life, but they might be The Incredibles trying country living for a while until the world needs them again. We’ll see.
What we know with certainty is that Julie is the Keeper of Keys for our office. She knows the name of every client that’s needed our help in the past year. She knows every tax identification number by heart. Due dates and phones numbers are ingrained in her memory. Birthdays, anniversaries and special occasions are stored in mind, too. She comes in early, stays late, answers messages in the evening, two, five, or six in the morning, keeps our books updated, our ratios comfortable, and our vendors alert of our changing needs. Her department is well-oiled machine.
If you ever hear her say, “If you don’t turn in your receipt, I’m not going to give you the reimbursement. That’s final,” you know she’s talking to the owner. It happens.
A while back, she saw the movie The Accountant and said, “I can do better,” and we all believed her.
And, sometimes, yes, she sneaks in some hot fries in the morning.
ABC: Always Be Caring is Our Marketing Team’s Motto
Christi and Megan are making sure every client's job is going well.
We know the other one: Always Be Closing. Well, we do things differently around here.
Our perspective comes from a critical aspect of our job, and that is that our customers reach out to us on some of the most horrible days of their lives. When half of someone’s house is full of water or they just had a fire, they don’t want a pitch. They don’t want a price list. They want their life restored, and that’s what our responsibility becomes.
So, when that call comes, even if it’s at 3 A.M., we show up, take our client’s hand, and start to help them get through what is going to be a very emotional time in their life. There’s going to be a lot of people coming into their home. There’s going to be movement. Machines. Noise. Paperwork.
In the middle of everything, we let them know everything is going to be okay.
Back at our office, our team is making sure of that. Our office administrators are working with adjusters and insurance companies every day. The assigned production manager and the technicians are taking care to dry the structure and prevent mold. In-house, more technicians are handling soft and hard contents cleaning that have been removed from the home. We want to make sure we can save as many items as possible. We know that family quilt has been around for two generations, and smoke damage isn’t going to ruin it under our watch. Meanwhile, our reconstruction team is getting prepared for the rebuild. Our entire company works in-sync and always for the benefit of our customer.
That’s why everyone meets every morning for a Work In Progress (WIP) meeting to talk about every client job to make sure we’re all on the same page and know and meet our objectives every day. Additionally, every Tuesday morning, the marketing department has a meeting that no one is allowed to miss--ever. Not even the owner is allowed to miss it. Our sole purpose is to bring our files and discuss how each and every one of our clients are doing. Our questions are simple:
- What happened at their home?
- How quickly did we respond?
- Did we address all of their concerns and questions?
- Did we “make it like it never even happened”?
- Are they safe in their home?
- Are they happy?
If the last answer is no, we know our job is not done. We won’t stop until the customer is happy.
Because we care.
A Day in The Life of Sales & Marketing Representative Megan Troup: Three-Year Anniversary Edition
Megan Troup celebrates three years with SERVPRO of Richardson
A typical day for Megan Troup begins at her desk in the marketing offices at 7:30. She checks her day's schedule and makes sure she knows where she's heading for the day. At 8 A.M., she's promptly at the day's Work-In-Progress meeting, working with production management and making sure her clients' jobs are going as planned. By 8:30, she's making a few phone calls and by 9:00, she's out the door. She wishes everyone a happy day and out she goes.
Sometimes she doesn't stop until 10 or 11 that night. When she’s the On-Call Manager and a customer needs her at 2 A.M., she’s up for that, too.
A marketing representative’s job doesn’t just involve route sales. It’s also about following customer leads when someone calls into our office requesting bids, making sure clients’ current jobs are exceeding expectations, and finding new customers that may not know how SERVPRO can help.
When asked about her experience, Megan had this to say, “Last month I celebrated my work anniversary. Three years with SERVPRO of Richardson, and the time has flown by! Each day on the job is different than the last--and all have proven to be equally fulfilling. Getting to meet new people every day is exciting, and helping put people's' lives back in order is rewarding beyond measure. Each job provides a unique situation with a new set of problems and solutions to gain knowledge from for future use. The learning is progressive which keeps my interest level high. I have certainly used my knowledge gained while working here with SERVPRO while handling issues in my personal day-to-day life. I look forward to many more work anniversary celebrations in years to come with SERVPRO of Richardson!”
Megan's drive for her job comes from her passion to help those that have experienced a loss. When Megan responds to a call, what she is looking to do is provide a way to put that person's home back together. For Megan, the job becomes a personal mission to help--to make it “Like it never even happened.” The job isn’t done until our core statement is true.
Caring professionals like Ms. Troup are what make SERVPRO the leader in the restoration industry. SERVPRO of Richardson looks forward to many more happy years with Megan.
5 Tips for an Air Duct Cleaning
Wesley performing an air duct cleaning.
5 tips for an air duct cleaning
- Assess for mold.
- check for clogs and debris
- Get multiple cleaning estimates for the best value.
- Know EPA recommendations.
- Do the research when choosing a professional.