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August Certified Firm Spotlight

IICRC Spotlight

IICRC Spotlight - Tom Plant, Owner, Paul Davis Restoration & Remodeling of Suburban MD and Washington, DCTom Plant, Owner, Paul Davis Restoration & Remodeling of Suburban MD and Washington, DC

How long have you been in the industry? Involved with IICRC?  

I have been involved in both the industry and the IICRC for 26 years.

What do you do to market your business?  
We do many things to market our Firm, but our main tactics are: CE Classes offered to agents; educational seminars to adjusters, facility managers and property managers; joining organizations such as PMA, CAI, IFMA and getting involved; direct face-to-face meetings with decision makers in the commercial market; and third-party claims programs such as Contractor Connection.  

Has your business been affected by any natural disasters? If so, how, when?

IICRC Spotlight - Tom Plant, Owner, Paul Davis Restoration & Remodeling of Suburban MD and Washington, DCMany times – most recently by the polar vortex in January, 2014. Due to the extremely low temperatures, there were many home and business owners in our area whose water pipes burst. This had an immediate impact on our business.

For 48 hours straight we received a call into our office approximately every 90 seconds. Once we realized the severity of this regional situation, operations had to switch into catastrophe mode. It was all hands on deck. Many home and business owners had to be put on a wait list. Since every restoration company in the area had a wait list, they were often on several at one time waiting to see who could help them first.  As the workload progressed from mitigation through to reconstruction, each department within our organization shifted priorities to handle the impending onslaught of work. The polar vortex was a record breaking period for us resulting in the first half of 2014 being nearly twice as busy in mitigation compared to the same period in 2013.

Did you do any additional marketing around these disasters?

Not really. We just tried to provide the very best service to our customers. We are bound to meet new customers during the event and keep an on-going relationship with them after the event.   

Was there a common mistake you saw homeowners and businesses making?
Not having a plan ahead of time.

IICRC Spotlight - Tom Plant, Owner, Paul Davis Restoration & Remodeling of Suburban MD and Washington, DCWhat tips would you recommend to other Certified Firms that experience a surge in business after a natural disaster?

Don’t take on more than you can handle. Keep your service and quality level high during the surge in business. It is a great opportunity to gain new customers for the future… but allowing yourself to be stretched too thin during a natural disaster can tarnish your reputation as well.

Did anything good come out of this experience?

Yes. We kept the claim volume at a level we could handle and had a very nice surge in new business. We also improved existing processes to better serve our future customers.

If you could invent the perfect cleaning product or machine, what would it do?

We have many ideas, but in case one of them is priceless we keep them to ourselves! (think robots and mind control)




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