The DYOJO Podcast released a clip titled, "Igniter of an Industry - Remembering Martin "Marty" L. King." This phrase was penned by an industry Founding Father recognizing another property restoration historical icon, Cliff Zlotnik. Unfortunately Marty passed away in 2015, but as our good friend Pete Consigli, who is also the technical advisor for PropertyRestorationHistory.com, says,
“Marty had a vision for a new and emerging industry he called “damage repair.” Marty’s life’s work was to see the business of damage repair evolve into a profession. Fifty years after Marty had that dream, the legacy of the restoration industry is in the hands of those he influenced and many of those people are preparing to pass on the stewardship of the industry to the next generation. It is the hope of many that the next generation will take the industry to a place never imagined by the industry’s founders.”
In this video, which originally aired as part of The DYOJO Podcast Episode 85, we talk to John Pletcher. Mr. Pletcher was awarded the 2022 MLK Award at the Restoration Industry Association (RIA) Annual Convention. John shares his fond memories of being mentored by and working with Marty.
The DYOJO Insurance Claims Standard is a guiding principle that will assist owners, managers, and aspiring professionals to train their mindset and habits for success in the property restoration industry.
"Restore the property to resemble pre-loss conditions, with materials of like kind and quality; no more and no less."
The content of the video below is adapted from Chapter 1 of Jon Isaacson's latest best-selling book, How To Suck Less At Estimating: Habits For Better Project Outcomes. The same content will SOON be released as a training course through the Restoration Technical Institute. Included in this segment is an explanation of The DYOJO Claims Standard as well as a common scenario that a restoration professional might come across and how they would use this resource to help set the right expectation with all parties involved in the insurance claims project.
Buy the book
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Read more at thedyojo.com
What is one item that most property restoration owners and managers will agree is an issue in their business? Within the Top 5 responses will be some aspect of documentation. Anyone who has been working with water and fire damage mitigation or renovation for more than six months knows that documentation is the key to getting paid in this industry. Owners and managers regularly express that the pain of poor documentation is consistent, if not unbearable, in their businesses. So, how do we go about fixing this?
The unpopular truth is that poor documentation starts at the beginning of the process. As an owner or manager, before you can complain too loudly about the lack of thorough and consistent documentation from your team members in the field when was the last time you monitored your client intake process?
How would your technicians answer these questions:
Your client intake process is critical to setting up your team for successful outcomes. The estimator needs as many details as possible to be successful in invoicing for the work that your mitigation team has completed. Your mitigation team needs as many details as possible to be successful in responding intelligently and expediently to the needs of your customer.
Client intake is not something that should be left to chance, there should be a script and a form that gets filled out each time, regardless of who takes the call.
While many owners and managers have high aspirations for their businesses, many times what we do is not in line with what we say. Our habits do not reflect our expectations (dissonance - see Diagram 1). In chapter 9 of So, You Want To Be A Project Manager? I share a simple test for new managers,
“When you are having issues with performance, you should take a step back and ask as a leadership team, ‘Are we holding our team members to a higher standard than we are holding ourselves to.’”
While owners and managers preach it all the time, they must remember that success is a team effort. If you want your team to care about the mindset and habits that lead to clear and consistent documentation, they must observe everyone else working to do the same. You can’t just say that we all follow the same process, your team has to demonstrate it. Managers must be accountable for information flowing downstream if them want to see that example followed as information flows upstream.
When was the last time the managers or the owners went out on a call using the information and tools that their team members receive on a daily basis?
If you are experiencing the pain of poor documentation, there are no silver bullets or easy fixes. You should be encouraged to know that you are not alone and that improvements in these areas will be the result of committing to a few simple habits. Start with your client intake form and process, it may not seem like it will make a difference but accountability comes from clarifying the vision and being consistent with the process.
Clarity + Consistency = Accountability
We had a good discussion with local restoration contractors and insurance claim professionals at Aramsco (Tukwila, WA) for our 10th meeting of the Fellowship of Construction Knowledge and Entrepreneurial Development (FoCKED). Luke Draeger of Aramsco hosted lunch for those who were able to stay after the meeting concluded.
Our topic was "Contractors Discuss Developing Consistent Customer Service".
Out of the steaming pile of fun that the events of 2020 brought into our lives, a group of Washington State-based restoration contractors hatched a hair-brained idea to start an annual NEW sock-raising competition. These well-intentioned do-gooders thought they might have a little fun and do a bit of good in their local communities; they called the event The DYOJO SOCKTember.
The SOCKTember Idea & 2020 Results
The idea was simple, keep in touch with peers, clients, vendors, and community partners by banding together in teams to see who could raise the most socks for their chosen local charities. With short notice and minimal traditional fan-faire or media coverage, we were able to raise over 5,500 NEW socks and donated those to local charities selected by the individual teams. The Sisters for Socks, led by Lindsey Ward (Reliable Contents Services) and Sarah Roberts (COIT/Superior Restoration).
The SOCKTember Need
Why socks you may ask? Well, if the golden rule tells us to treat others the way we would want to be treated, who doesn’t love a NEW pair of socks? The answer is everyone. It turns out that NEW socks are also among the highest requested items of need for local charities. Every team reported that when they delivered their haul of socks to a local organization the reception was heartwarming and energized our restorers to return year after year to compete again.
The SOCKTember Growth
Last year, we grew from four local teams in Washington State to 39 teams in 2 countries. The 2021 haul exploded to over 66,000 pairs of NEW socks donated, collected, and distributed to local charities. The competition between teams was much closer with 2nd place losing by only 4 pairs of socks.
SOCKTember 2021 Highlights & Results:
Announcing SOCKTember 2022
If you are wondering how you can get involved with The DYOJO SOCKTember 2022 3rd Annual NEW Sock Raising Competition, you are asking the right question. THIS is your opportunity to get in on the action. If we are going to maintain our momentum, we will need to raise over 100,000 pairs of NEW socks. You can START a local sock-raising team, and take your shot at de-throning the Sisters team, or you can JOIN an existing team. Check out the website to review the SOCKTember 2022 Team Captain Informational Flyer.
SOCKTember 2022 TIMELINE:
Tuesday, August 9, 2022
SOCKTember informational meeting at our local networking event for PNW-based insurance claims professionals, The Fellowship of Construction Knowledge & Entrepreneurial Development (FoCKED) hosted by back-to-back winner Reliable Contents Services (RCS) in Tukwila, WA
Please register your team by Tuesday, August 23, 2022 by contacting Jon Isaacson, ARES Restoration (Puyallup, WA) and The DYOJO Podcast - email@example.com
Thursday, September 1, 2022
SOCKTember 2022 BEGINS!
Friday, October 21, 2022
The SOCKTember 2022 Winner will be announced LIVE at the PNW Restorers 2nd Annual Costume Dance Party hosted by Reliable Content Services (RCS) in Tukwila, WA
What is one item that most property restoration owners and managers will agree is an issue in their business? Within the Top 5 pain points for restoration contractors will be some aspect of documentation.
The Key To Getting Paid
Anyone who has been working with water and fire damage mitigation or renovation for more than six months knows that documentation is the key to getting paid in this industry. Owners and managers regularly express that the pain of poor documentation is consistent, if not unbearable, in their businesses.
In Episode 86 of The DYOJO Podcast, we discuss a great place to START, the beginning. We will discuss what we should STOP doing so that we can gain ground, through simple steps, on our vision and goals.
Additional Resources from The DYOJO
The DYOJO - helping contractors shorten