Recent Why SERVPRO Posts
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.
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.
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.
Best Practices, SERVPRO of High Point
Why SERVPRO of High Point you may ask? There are many reasons for choosing our Company and our franchise! First of all, our Company is one of the most recognized and appreciated brands in the country! Who hasn't heard of SERVPRO? We have an amazing support team in Gallatin, TN who supports us at every turn. Excellence in product selection and availability, excellence in training, excellence in communication, excellence in national accounts, excellence in providing large loss teams to insure that every community has mobile disaster relief personnel on call!
SERVPRO of High Point compliments the services already provided by Corporate with a few no charge services. There will be no charge on most scopes and estimates. Estimates will be presented within 24 hours. We also provide a no charge disaster plan to commercial accounts. This will help businesses to have quick access to critical information needed in the case of an emergency.
We also practice minimal invasion. Which means that we'll only do what is absolutely necessary to get homes and businesses back to their original condition. There will be no demolition that is not absolutely required, keeping restoration costs to a minimum.
And finally, response times continue to be a priority! SERVPRO of High Point will respond to after hours calls within 10 minutes. We will be on site within 2 hours. And we'll be following up with the property owner and/or adjuster within 8 hours.
Certified SERVPRO Cleaned - Consultation
Not all businesses are the same, which is why we will assign you with a Cleaning Protocol Consultant who understands your business and will create a custom cleaning program to meet your specific needs.
SERVPRO has worked in a wide variety of industries with business ranging from start-ups to global, multinational organizations. That's why we know to start such a critical cleaning process with a consultation.
Your specific program will be developed based on a range of factors including business type, size of space, amount of high frequency touch points, foot traffic and congestion points. As a result, you'll know that Certified: SERVPRO Cleaned is just not an industry leading standard in clean, you'll know that the clean you receive is customized to your need.
Certified SERVPRO Cleaned: The Three P's
Based on the specific needs of your business, your location will undergo a thorough, expert deep clean rooted in the pillars of People, Process, and Product.
People. SERVPRO professionals are uniquely prepared during this unprecedented time to clean and disinfect your home or business according to the protocols set by the Centers for Disease Control and Prevention. We have years of experience with biological contaminants, and we go beyond the scope of work that regular janitorial staff perform.
Process. SERVPRO professionals are trained to perform proactive or emergency response cleanups that involves facility or structure cleaning and disinfection. Cleaning procedures generally include cleaning of porous and non-porous surfaces, disinfecting of non-porous surfaces, cleaning and disinfecting of equipment, tools, and/or supplies used for cleanup process, and disposal of hazardous materials. In the event of a suspected or confirmed COVID-19 event, we will be there cleaning within 24 hours to ensure you get back to business as quickly as possible.
Product. Certified: SERVPRO Cleaned has more than 100 exclusive cleaning products to meet any need including our proprietary cleaning agent, SERVPROXIDE- a hospital grade disinfectant that carries the Environmental Protection Agency's lowest toxicity category and is National Sanitation Foundation certified for direct food contact surface use. All our products carry the Environmental Protection Agency's registered emerging pathogen claims and meet the standard set by the Center for Disease Control and Prevention for hospital-grade disinfectants.
Certified: SERVPRO Cleaned - Certification
We're going to extend our credibility as a premier biohazard cleaning company in the country to your business - to give assurance to your employees and customers that only SERVPRO can deliver.
Once your business location has been Certified: SERVPRO Cleaned, you will gain access to our property signage, digital emblems, and other collateral that communicates you've selected a higher standard of clean available to help protect your employees and customers.
And because we add the day, month, and year to that proprietary stamp of clean, your guests will know that not only did you chose Certified: SERVPRO Cleaned, but that your location is being cleaned regularly at this standard.
Let SERVPRO of High Point prove what it really means to be clean in your home or business!
What separates SERVPRO of High Point from other companies is that we are committed to the drying process at the start of every job. The goal is to dry out as much of the structure as possible. Then if demo is required, we practice what is called "minimal invasion". Which means that we will cut out only what is absolutely necessary in getting the structure back to its original condition. It is less costly conducting jobs this way, and it is less stressful for the property owner as well. They will not have a lot of time and money tied up in the restoration process. Our technicians are trained to perform services in this manner as during their SERVPRO of High Point training sessions. We pride ourselves on this foundation to the mitigation process.
It's The Water You Don't See
Even small water damages have the potential to cause serious structural and indoor air quality issues over time. The key to avoiding costly future restoration is to handle every water problem as a real threat to your property. SERVPRO of High Point professionals have the equipment, training, and experience to find and dry unseen water before secondary damages occur. The proper equipment makes a measurable difference in reducing the damage expense during a fire or water loss. When time matters, technology and equipment must be counted on to perform. SERVPRO of High Point professionals will answer your call with fast action and a full arsenal of drying equipment. Some of the equipment that our professionals use are moisture sensors, moisture meters, thermohygrometers, ultra low volume foggers, and thermal foggers. The bottom line is that SERVPRO of High Point has the training and equipment to make it "Like it never even happened."
Proactive and Emergency Response Program
Based on the specific needs of your business, your location will undergo a thorough, expert deep clean rooted in the pillars of People, Process, and Product.
People. SERVPRO of High Point professionals are uniquely prepared during this unprecedented time to clean and disinfect your home or business according to the protocols set forth by the Centers for Disease Control and Prevention. We have years of experience with biological contaminants, and we will go beyond the scope of work that regular janitorial staff perform.
Process. SERVPRO of High Point professionals are trained to perform proactive or emergency responsive cleanups that involves facility or structure cleaning and disinfection. Cleanup procedures generally include cleaning of porous and non-porous surfaces, disinfecting of non-porous surfaces, cleaning and disinfecting of equipment, tools, and/or supplies used for cleanup process, and disposal of hazardous materials. In the event of a suspected or confirmed COVID-19 event, we will be there cleaning within 24 hours to ensure you get back to business as quickly as possible.
Product. Certified: SERVPRO Cleaned has more than 100 exclusive cleaning products to meet any need including our proprietary, cleaning agent, SERVPROXIDE - a hospital grade disinfectant that carries the Environmental Protection Agency's lowest toxicity category and is National Sanitation Foundation certified for direct food contact surface use. All our products carry the Environmental Protection Agency's registered emerging pathogens claims and meet the standard set by the Center for Disease Control and Prevention for hospital-grade disinfectant.
Be Proactive, Not Reactive
For a business owner and homeowner, a worst case disaster scenario involving fire or water damage can seem unthinkable until it suddenly becomes a reality. In the aftermath of a disaster, a quick response time by a disaster recovery company such as SERVPRO can help minimize the property damage. Owners need to have a quick and convenient emergency disaster plan that connects them with vendors, necessary contacts, and pertinent information when disaster strikes. The SERVPRO Emergency Ready Plan (ERP) is a respected industry tool during a disaster event. An ERP is so valuable, that in the midst of the confusion and panic that often surround a disaster, an owner or manager can be provided a sense of calm and clarity in reaching out for expert help. Make sure to identify your facility's greatest threats in order to assess the overall severity of the event. Document all vital information and establish clear communication activities. Conduct practice sessions to make sure everyone is clear on the process. Lastly, keep your information updated, having all necessary information communicated with your insurance company and emergency restoration vendors.
SERVPROXIDE™ is an EPA registered, stabilized chlorine dioxide-based disinfectant and sanitizer. It is designed to kill harmful bacteria, viruses and mold on hard surfaces and is an effective sanitizer for soft surfaces. It carries the EPA’s lowest toxicity rating making it safe for everyday use. EPA Registration # 82972-1-93012 RTU – No mixing required Apply the product using one of the following: Sprayer – Electric, Pump, or Trigger ULV misting device Dwell up to 10 minutes Refer to the product label for appropriate dwell times. Test fabrics in an inconspicuous area for color fastness. DO NOT use on wool. AREAS OF USE HVAC Homes, Daycares, Schools, Laboratories Hospitals, Nursing Homes, Restaurants, Refrigerated Storage Units, Vehicles, Ambulances, Buses, Airplanes, Trains, Boats, Cruise Ships, Gyms, Locker Rooms, Sports Gear, Veterinary Clinics, Animal Pens, Farms, Poultry Houses, Egg Processing Premises, Hatcheries, Federally Inspected Meat and Poultry Processing Plants, Swine Sanitation Premises, Carpeting, Fabrics, Natural Stones, Plastics, NSF rated (D2). No rinse required on food contact surfaces at full strength. PPE AND SAFETY PPE is not required for general use; however, it is recommended. Safety Glasses Chemical Resistant Gloves DO NOT allow the product to come in contact with vinegar or acid-based cleaners. Keep out of reach of children. Refer to the SDS for additional health and safety information prior to use. SPECIFICATIONS • pH: 8.5 – 9.5 • Shelf Life: 2 years • Color: Clear Liquid • Size: Gallon • Fragrance free with a mild odor that dissipates quickly under general ventilation. • Coverage: 1000 – 2000 ft per gallon
There Is No "Wonder" Product
“There are no EPA-registered products with label claims that they are effective against viruses over the course of hours to months (i.e., “residual” or “long lasting” efficacy claims).” The above is part of a new statement issued by the EPA that definitively advises against the use of products claiming to offer long term protection against viruses such as SARS-CoV-2. The full statement can be found on the EPA’s FAQ section of their COVID-19 disinfectant information page, here: https://www.epa.gov/coronavirus/there-anything-i-can-do-make-surfaces-resistant-sars-cov-2. SERVPRO recently addressed long-term protection claims being made by competitors and manufacturers promoting “COVID-19 long term prevention” products in a memo that can be read here. This memo detailed why the use of long term COVID-19 “protectants”, such as the referenced nano quaternary ammonium organosilane class of products, was not an approved EPA method or product for the COVID-19 virus, SARS-CoV-2. Many competitors have been reckless, selling this application to uninformed customers through false and misleading claims. There have been many stories about this new “wonder” product. If you have a customer that is requesting this service either through a competitor or information they may have found on their own we recommend that you direct them to the EPA statement so they can be informed that these “wonder” products are not approved through the EPA. Instead, inform customers that when they use SERVPRO’s CSC program they can be assured they will be getting the utmost service to address their COVID-19 concerns using only EPA-approved products listed for use on SARS-CoV-2 and cleaning methods approved by the CDC.
Commercial Cleaning for COVID-19
SERVPRO of High Point is being called by numerous business owners and community leaders to perform necessary bioremediation services to clean, disinfect, and sanitize their facilities. Our cleanup procedures are in accordance with the CDC recommendations. The CDC recommends usage of a labeled hospital-grade disinfectant with claims against similar pathogens to the coronavirus. Multiple products in the SERVPRO product line meet this standard and carry the EPA-registered emerging pathogens claims. There are specifically two products that we stock here at SERVPRO of High Point that we use for sanitizing and disinfecting. Those products are Benefect Decon 30 and SERVPROXIDE.
We are here and ready to aid you in your time of need, providing these services so your facility can be cleaned and ready for business to resume. We are in this with you. Please continue to stay safe and maintain social distance as we all do our part to combat this and lessen the spread of this horrible disease.
Why EPA Lead Certification Is Important
Buildings built before 1978 are likely to contain lead-based paint. This paint has a heavy mercury-like substance that has been identified as a public health hazard. The Environmental Protection Agency (EPA) has put guidelines in place that help regulate the renovation of older homes that may contain lead paint. In April 2008, the Lead Renovation, Repair and Painting Rule (RRP) was adopted to improve how painters and other contractors approach work in these older buildings. Companies with an EPA lead-safe certification have been specially trained to ensure that lead-based paint removal and handling is conducted in a way that is safe to your family. SERVPRO of High Point is proud to be an EPA certified contractor!
A Note To Your Insurance Agent
Mitigation requires quick action. The faster your SERVPRO of High Point professional arrives on-site to perform fire, smoke and soot cleanup and restoration, the better the results-including lower claim costs. Within four hours of a loss notification, your SERVPRO of High Point professional will be on-site to help ensure a fire damage is handled properly by utilizing several services. One of the services is structural cleaning. After a smoke or fire damage, ceilings, walls, woodwork, carpeting and floors will often need a thorough cleaning. A pretesting will be done to determine the extent of damage, then specific equipment will be used and cleaning products required to clean and protect the different types of surfaces found within the structure. Another service is contents cleaning. All of the restorable contents in the affected areas will be professionally cleaned and deodorized. This includes area rugs, furniture, draperies, and upholstery. We can provide wet or dry cleaning services. Additionally, all of the other restorable contents will be cleaned and deodorized to preloss condition. This includes electronics, art, wood furniture, kitchen items, clothing, bedding, and much more. Then we provide an inventory list of all "to be claimed" items for agents and their policyholders. And lastly, SERVPRO of High Point provides specialized services that rid the insured's home or place of business of offensive odors left behind by fire or smoke damage. We do not merely cover up lingering odors with a fragrance; we seek out the sources of the odor and remove them.
Disaster Recovery Team
As a leader in water damage restoration, SERVPRO knows fast mitigation is the key to limiting business interruption. With an unmatched national footprint of over 1,700 franchises, SERVPRO's Disaster Recovery Team can provide trained crews faster to any size disaster and can be on-site within a few hours to help reduce the future damage that water can cause. SERVPRO has the right equipment, procedures and training to help ensure the structure is dry the first time, saving the customer time and money. There are specific tasks that need to be completed for structural drying to be performed correctly. There needs to be containment of the damaged area to reduce in-flow of water. Shrink-wrapping also needs to take place to control the inflow of moisture. And finally, water extraction, moisture mapping, selective demolition, containment, evaporation enhancement, dehumidification, temperature control and post-dry cleaning are all steps incorporated into these important procedures.
Superior Structural Drying Techniques
Our professional team utilizes specific tasks in structural drying procedures. These tasks include: Containment of damaged area to reduce in-flow of water. Shrink-wrapping of structures to control inflow of moisture. Water extraction to remove excess water from the structure. Moisture mapping to determine impacted areas of a structure. Selective demolition to remove wet building materials that cannot be economically dried in place. Containment to assure potential contaminents do not spread. Evaporation enhancement to remove moisture content from building materials. Dehumidification to remove excess water vapor from the structures' environments. Temperature control to assist in dehumidification and to prevent the onset of mold growth. Post-drying cleaning to remove any potential contaminents from dried building materials. Of course, the process varies by job and is monitored on a daily basis by trained SERVPRO of High Point professionals.
The Emergency Ready Profile
The SERVPRO Emergency Ready Profile is a start up approach that provides the critical information needed to begin mitigation and recovery services. It is designed to serve as a quick reference of important building and contact information. By working with the SERVPRO's Emergency Ready Profile, your business can receive the benefit of over 45 years of experience in reducing the impact of any natural or man-made disaster. SERVPRO is a leader in the water and fire damage response and can help you quickly get your property back to working order. Did you know that 50% of businesses may never reopen following a disaster? Of the businesses that survive, the majority of them had a preparedness plan in place. Pre-planning can serve as an insurance policy aimed at piece of mind. And knowing you are "Ready for whatever happens" speaks trust to your clients and employees that in the event your business is affected by a disaster, they don't necessarily have to be.
Ethical Business Practices
When you choose to work with SERVPRO of High Point, you can rest assured that our team will only do what is necessary to get your property back to its' original condition. We follow strict ethical guidelines that dictate we only remove and or treat affected areas, as we operate as a Company that practices "minimal invasion". The goal is to create lasting partnerships with our customers so they will not only call us the next time, but also refer us to friends and family. The goal is to save the homeowner and insurance company as much money as possible. We work as a team with both the homeowner and their insurance company. While working on their property, we are in daily communication with all involved parties.