It takes a team to make a Company run smoothly. What protocols does your Company have in place to make sure all your customers are taken care of in a timely manner?
SERVPRO of High Point practices the 1-4-8 rule. In our business, time is of the essence. A lot of our calls are for emergency type situations, and require a quick response time. The rules are to respond to the initial customer call within a hour. To be on site within four hours. And to be in contact with an adjuster within eight hours. These times vary depending on each individual franchise and their workload at the time.
SERVPRO of High Point prides itself in returning a customer call within 10 minutes. Carlos and Susan work together when a call comes through after hours to make sure the customer is called back immediately. Depending on the severity of the loss, a crew will be dispatched to the site in less than 4 hours. The actual time that we respond here is more like 2 hours. That's staff coming from their homes, to the shop to get the necessary equipment, then to the job site. Those on call personnel always know to be available. Documentation and an initial call to the adjuster will be made within eight hours. This time also varies and is often shortened in order to get the necessary approvals to complete the clean up.
The High Point Fire Department was officially organized in 1890 as a volunteer membership, which was the beginning of a long tradition of service for High Point. The first paid firefighters for High Point operated from a residence. Mrs. Fuller's residence on Trade Street was where the fire horse was kept and cared for.
In 1915 the first motorized apparatus was purchased, a Studebaker hose wagon. This spurred great growth within HPFD, which rapidly continued to expand and grow. The Department is now 14 fire stations in size, employing 234 personnel, with more than 40 pieces of apparatus. Service to the city is the driving force of HPFD and the motto denoted this by saying, "Safety, Commitment, Excellence since 1890."
SERVPRO of High Point has worked with the HPFD over the years to the betterment of the community.
Fire Explorers Post 434
Exploring is Learning for Life's career education program for young men and women who are at least 14 years old (and completed 8th grade) and not yet 21 years old. Fire and Emergency Service Exploring is a hands on program that exposes participants to many career experiences, leadership opportunities and community service activities. HPFD Explorer Post 434 is designed to instill the importance of teamwork. accountability and ethics in young men and women who become part of the explorer post. The goal of this explorer post is to be representative of the great city of High Point by involving a cross section of demographics and socio-economic status. Fire Explorers are always looking for enthusiastic and motivated teens to join their program. It could be a game changer for some at risk youths.
Importance of Reviews
Just about everything we do in life has consequences. It would be nice if we received positive feedback for our good actions, every time. But oftentimes, it's when we do something negative that we are "recognized" for our mistake. In business, whether you sell a product(s) or service(s), each end user customer has their own opinion on their experience with your Company. Due to the competition in most industries, it has become very important for most companies to frequently measure their performance by receiving regular customer feedback. At SERVPRO of High Point, five star customer reviews are critical to growing our business. We encourage all of our customers to give us a Google review to where we are rated according to our performance. It is best to leave a review shortly after your job is completed. Oftentimes, reviews are only given when the customer is very satisfied or very dissatisfied. It often becomes an outlet of emotion. Mistakes can be made where a customer has confused you with another company, or they just wanted to publicly "vent" in general and it really had nothing to do with the company's performance. A bad review can be devastating for your Company. Your "Google review score" is oftentimes the reason your Company gets additional business. Reviews are a very important part of our marketing effort at SERVPRO of High Point.
Sounds of Fire Safety
National Fire Protection Week is October 3-9, 2021.
This year's theme, "Learn the Sounds of Fire Safety"
will draw public attention to the different sounds that modern smoke and carbon monoxide alarms make, and what actions we should take when we hear them.
According to the National Fire Protection Agency report, working smoke alarms reduce the risk of dying in a fire by more than half. The same report entitled "Smoke Alarms in the US" stated 41% of household fire deaths occur in homes with no smoke alarm or 16% in homes with alarms that failed to activate.
The key points of "Learn the Sounds of Fire Safety" include: !) Respond immediately to smoke or carbon monoxide alarm sound by exiting the home. 2) If your alarm begins to chirp, it means the batteries need to be replaced or the alarm replaced altogether. 3) Test all smoke and CO alarms on a monthly basis. 4) Install a bed shaker and strobe light alarms if someone in your household is deaf or hard of hearing. 5)Know the difference between the sound of a stroke alarm and a CO alarm - three beeps for smoke, four beeps for CO.
Class A and B Fires
Class A fires are the most common type of fire and the kind that most of us are familiar with. They involve solid combustible materials such as wood, paper, cloth, trash, or plastic. You might start Class A fires intentionally when lighting a match or starting a bonfire. Class A fires are the easiest to extinguish. It is recommended to use a water or foam fire extinguisher. You can also use water to douse the fire, as it can remove the fire's heat supply. Class B fires involve ignitable liquids or gases like petroleum grease, alcohol, paint, propane, or gasoline. These types of fires might occur anywhere flammable liquids or gases are stored or used. It's very important NOT to use a water extinguisher on a Class B fire. The stream of fire might spread the flaming material rather than extinguish it. Class B fires should be extinguished using foam, powder, or carbon dioxide extinguishers. These types of extinguishers work by cutting off a fire's oxygen supply.
Class C, D and K Fires
Class C fires involve electrical equipment. This type of fire might be started by old wiring in walls, frayed electrical cords, worn out breaker boxes, or faulty appliances. Electrical fires are most common in both homes and industrial settings. The first thing you should try to do if an electrical fire starts is to disconnect the appliance or item from its power source only if it is safe to do so. If possible, you should try to extinguish the flames using a carbon dioxide or dry powder fire extinguisher. If and when the power source is disconnected, the fire can become a different class of fire, typically Class A.
Class D fires are oftentimes caused by alkali metals such as potassium, magnesium, aluminum, and sodium, as these can ignite when exposed to air or water. Although you're unlikely to face a Class D blaze in your home, it is advised to extinguish these types of fires with a dry powder extinguisher ONLY.
Class K blazes include cooking oils. Because of the high flash point of cooking oils and fats, Class K fires often start when a pan is left unattended for too long on a stove. You should extinguish a Class K fire with a wet chemical extinguisher. These are mandatory in many commercial kitchens, and are a good investment if you do any amount of cooking at home.
The SERVPRO Difference
SERVPRO has some very unique features and capabilities that make us different from other competitive Companies in our industry.
Being a locally owned and operated franchise with under 20 employees, it is very important to have a cohesive group of people working towards the same goal. And that goal is providing service excellence in all areas of the business.
What makes SERVPRO of High Point unique? The work culture is driven by a very involved Owner. Carlos conducts morning meetings that start at 8:00 where all jobs and scopes are discussed in detail. He works with production on key estimates and goes on critical scopes with the lead techs. There is no part of any job that is unfamiliar to him.
SERVPRO of High Point practices "minimal invasion" when working on all jobs. We will do only what is absolutely necessary to get the customer back to preloss condition. Additional walls/sheetrock will not be compromised in order to make for a larger claim. Honesty and integrity is critical when working on a person's home or business.
We are always well prepared for the hurricane season because SERVPRO corporate provides what is called "large loss teams". These teams represent 10,000 trained personnel, over 140,000 pieces of restoration equipment, and over 7,000 vehicles. The support we receive from the SERVPRO folks in Gallatin, Tennessee is unmatched in the industry.
SERVPRO recommends an Emergency Response Profile (ERP) to be created for commercial accounts. An ERP is a no charge program that identifies the line of command for authorizing work to begin. (Who in the organization should be notified.) It also provides facility details such as shut off valve locations, etc. in preparation for emergency relief. And most importantly, it identifies SERVPRO of High Point as their disaster mitigation specialist!
In addition to our well known capabilities mitigating water, fire and mold, SERVPRO of High Point also provides some maintenance services that help maintain the integrity of any property.
Other services that are provided include air duct cleaning, odor identification and deodorization, biohazard clean up, specialty cleaning, upholstery and carpet cleaning, and dryer vent cleaning.
Most of these services are self explanatory, however, there are a few I'd like to discuss.
Air duct cleaning should be done every 3 to 5 years. The frequency of these cleanings depends upon how much the HVAC system is used, and whether there are family members with respiratory problems or allergies.
An ozone machine may be utilized in the deodorization process of properties that have a strong cigarette and tobacco smell.
Lastly, a biohazard situation can range from a deceased body clean up to a program that addresses the spread of COVID-19. (This program is discussed in detail in other blogs.)
SERVPRO encourages all their franchises to be involved with the community in as many ways as possible. In several areas of the country, SERVPRO volunteered to clean and disinfect first responders vehicles, namely, police cars and fire trucks. This no charge application of Certified: SERVPRO Cleaned was very well received by all parties involved in the campaign.
SERVPRO of High Point continues to support several organizations in the community. We are an active member with the American Red Cross, Guilford Economic Development Corporation Alliance, High Point's Art's Council, High Point Chamber of Commerce, High Point Economic Development Corporation, Hospice of the Piedmont, Y's Men Group, and the YWCA Latino Family Center.
SERVPRO of High Point continues to look for opportunities in the community where we can give back. The relationships we've built while volunteering our time has been instrumental in defining what the word SERVPRO means.