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Benchmarks of Growth - Part 2 of 6 The DYOJO Podcast, Episode 57 Guest: Gordy Powell, Georgia Clean (Atlanta, GA) At the beginning of 2020 I set out to interview a broad swath of people in a position of leadership to compile their insights on various benchmarks of growth. Our motto for The DYOJO Podcast is, “Helping you shorten your DANG learning curve,” and the best way to achieve this is to learn from the trials and errors of your fellow entrepreneurs. Gordy shared several gems for those in a position of leadership to take into account for the personal and professional development:
This is the second discussion in a six part series on the benchmarks of growth. We will be discussing this topic in upcoming episodes of The DYOJO Podcast with dynamic industry leaders Lisa Lavender, Tammy Birklid, Whitney Wiseman, O.P. Almarez, and Andrew Golkin. If you would like to hear more of Gordy’s story and perspectives:
SPONSOR The DYOJO Podcast is sponsored by Enlightened Restoration Solutions (ERS). Ben Justesen and his team have put together a dynamic live class which reviews real world estimates and elevates your ability to master the methodology of Xactware. Including how to determine your own labor rates, create your own price list, and navigate pricing feedback. - thedyojo.com/listen #growthmindset #propertyrestoration
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The DYOJO Podcast LIVE Episode 52 from Thursday, March 11, 2021 at 9am PST The DYOJO Podcast is sponsored by iRestore Restoration Management Software - Powering Your Vision, Values, and Leadership. It's time to calm the chaos, get your team organized, and focus on your efforts for growing your business. iRestore offers all Job Management, Relationship Management (CRM), Equipment Management, Vehicle Management, Human Resources, and Scheduling all in one portal. GUEST 1: Joyce Gabriel, Senior Project Manager (Puyallup, WA) Joyce discusses the two books from The DYOJO as well as some great perspective on learning how to interact with your co-workers to achieve shared objectives. GUEST 2: Mark Springer, CEO of Dayspring Restoration President of Restoration Industry Association (RIA) TOPIC: Property Restoration Trends: Mergers and Acquisitions
We broke for a note from our sponsor iRestore and a special treat from the marketing powerhouse duo of Born to Repair and GMS Distribution. Mark Springer shared some valuable perspectives for the everyday restorer:
The DYOJO Podcast - the weekly podcast for Intentional Restorers. Every Thursday at 9am PST on YouTube, Apple, and Spotify. Sharing The DYOJO WAY to shorten your DANG learning curve for professional development. www.thedyojo.com/listen The DYOJO Podcast Episode 50 was recorded LIVE. The DYOJO Podcast is sponsored by Be Intentional: Culture, written by a collaboration of talented authors from various service based industries. This book discusses real world examples of how the small things either enhance or undermine your efforts to develop a thriving workplace culture. Available in Kindle and paperback - thedyojo.com/book2 Property Restoration Podcast OPENING GUEST: Robert More - Mitigation Manager/Estimator in Boonsboro, MD Mr. More is a newly awarded IICRC triple master for water, fire, and textile cleaning discusses the process of pursuing continuous improvement for yourself and the return on investment for your team members. Soft Skills Training Podcast GUEST 1: Eric "The Tech Whisperer" Sprague and Larry "Pineapple Man" Wilberton co-hosts of Blue Collar Nation podcast and owners of MorningTechMeeting.com PODCAST TOPIC: The arc of return on investment for developing your team
Cleanfax Magazine conducted a benchmarking survey in 2020 which accumulates input from restoration contractors throughout the United States and Canada. Owners in this service based industry have stated that recruiting and retaining quality staff has been their number one challenge, over 80% consensus, dating back to 2018 (see infographic on their website):
Property Restoration Resources GUEST 2: Katie Smith, restoration owner in Raleigh, NC and president elect for the Restoration Industry Association (RIA) Mrs. Smith discusses the upcoming IN PERSON RIA Convention 2021 The DYOJO Podcast - the weekly podcast for Intentional Restorers. Every Thursday at 9am PST on YouTube, Apple, and Spotify. Sharing The DYOJO WAY to shorten your DANG learning curve for professional development. www.thedyojo.com/listen Bill Wilson's acclaimed book, When Words Collide: Resolving Insurance Coverage and Claims Disputes, includes an entire chapter dedicated to best practices for this process. Bill is famous for his admonishment to "RTFP", which, in terms safe for work, stands for "Read The FULL Policy." The policy outlines what is covered and what is excluded and as our co-host, David Princeton of Advocate Claim Service, says, Mr. Wilson's book is, "A new bible [for policy interpretations]." As Bill notes, there are areas of ambiguity in every policy potentially leading to claims disputes and/or denials. While many who have had the misfortune of working through a disputed claim have a less than savory view of the process, Bill outlines Four Basic Reasons Insurance Claims are Denied:
Many restoration contractors believe reason number four always applies to "the other side", but When Words Collide presents a balanced approach to resolving disputes. While policy ignorance is a significant contributing factor, Bill states, "Most coverage disputes likely arise from legitimate differences of opinion about the intent of policy language or the proper way to interpret it." During our discussion on The DYOJO Podcast he reiterated his encouragement for all parties to work together to form reasonable resolutions. Speaking for the Structure as an Insurance Contractor Bill shares an example from his own property damage claim, where he thought he was making a reasonable concession with regards to a proposed scope of work for his intricate front door assembly. As a restoration contractor I could hear my fellow professionals cringing at the suggestion that a homeowner would make a compromise to benefit their insurance company, Bill reminds the audience that the claim is ultimately between the insured and the carrier. David and Bill clarified that it is important for homeowners and adjusters to receive the professional input from qualified contractors as it relates to their area of expertise; the structure. When Words Collide presents the process for resolving insurance coverage claims and disputes; Mr. Wilson emphasizes understanding the policy as the authority and encourages the commitment of all parties to finding a reasonable resolution. As Ken Larsen shared on episode 47, the contractors role is to speak for the structure and communicate the scope necessary for restoration. To the "surprise" of all the restoration professionals in the audience, Bill soon discovered that he would have been better off following the structural assessment of his contractor. David wisely admonishes contractors to learn to effectively communicate your "because" when outlining your recommendations to the insured and the carrier. The Process for Resolving Insurance Claim Disputes Understanding the policy and properly interpreting the policy, as it relates to unique claims situations, has been the career long passion of author Bill Wilson. In the book and our discussion, all professionals are reminded to "RTFP" which includes knowing what you are selling, being clear with your communications, and being reasonable with your interpretations. We were glad that he took the time to discuss this important topic with us and share his insights with our DYOJO Podcast audience to help them shorten their DANG learning curve. You can watch or listen to the full conversation of The DYOJO Podcast Episode 48 on YouTube, Spotify, or Apple (thedyojo.com/listen) Early Air Mover Wars - Claude Blackburn's Dri Eaz vs. Lloyd Weaver's Porta Dryer As a carpet cleaner in the 1970’s, Claude Blackburn noticed a negative trend with his fellow professionals, “Twenty percent of our industry is going out of business every year.” He wanted to find a way to help entrepreneurs like himself to keep themselves working in the slow season. Claude’s first invention was the foam EZ Block which he mailed from his operations center (his garage) for $27 a sheet to cleaners replacing the wood blocks that were common in the industry. Claude Blackburn attended a water damage seminar taught by the second face on “Mount Restoration”, Lloyd Weaver. The “Industry Watchdog” Pete Consigli writing for C&R Magazine in 2007 noted, “Lloyd introduced the first specialty designed Porta Dryer for on-location wet carpet drying. While that might not seem like much in today’s sophisticated world, 35 years ago Lloyd’s methodology challenged the rug cleaning establishment and its in-plant wet carpet service.” Shortly afterwards Claude experimented with his own metal carpet dryer and eventually produced ten units, sent out 24,000 expensive mailers to advertise the product, and only sold four. He was contemplating abandoning the idea. Claude shares an interesting story about the device that would become the flagship of his company and an interaction with Mr. Weaver. At an industry trade show in Vancouver, Washington, Lloyd didn’t take kindly to Claude’s creations and publicly challenged him. While he physically shook the meek mannered innovator from Mt. Vernon, he also rattled his entrepreneurial spirit and only deepened Claude’s commitment to making his then fledgling invention work. With the arrival of an unlikely partner, Harlan Wright, Mr. Blackburn developed the first fiberglass molded air mover for the carpet cleaning and water damage restoration industry in the early 1980’s. As Claude innovated products, he also developed methods for training contractors to utilize these evolving water damage tools in a manner that could be repeated across the country. Consigli recounts, “Claude was sometimes mocked for pricing his seminars under $100. But he knew exactly what he was doing; he consistently played to packed rooms, while the attendance of others’ seminars dropped off.” Claude wanted to help his fellow professionals to shorten their DANG learning curve and offered water damage training courses at pricing significantly lower than his competitors. Mr. Blackburn also wrote the Carpet Cleaner’s Guide to Water Damage Restoration which he marketed via a dual sided mailer which promoted the popular EZ Blocks on the other side. Both sold really well, enabling Claude to further invest in innovation. Our industry is full of stories of trial and error and Claude was no stranger to this process. He shared on IAQ Radio Episode 473 that he ran his company by the 51% rule, “As long as I was right 51% of the time, we had a shot at staying in business.” When Claude sold Dri-Eaz in 2006 it had:
Hear the rest of Claude Blackburn on The DYOJO Podcast Episode 47 “The Found of Dri Eaz Life Before, During, and After Property Restoration.” The term “Founding Father” comes from the March 2007 cover of Cleaning & Restoration Magazine. Pete Consigli wrote an article titled The Four Faces on Mount Restoration wherein he said this about Claude’s entrance into the carpet cleaning profession, “In the mid to late 1970s, Claude was a struggling young father and carpet cleaner with two little mouths to feed. With only $35 dollars in the bank, he moved his family to Skagit County, Wash., about 60 miles north of Seattle. After paying $27 (of the $35) for a partial rent payment on his apartment, he had $8 to fill the refrigerator. He had no choice but to get out and knock on some doors; he needed money and he got it by cleaning carpets.” His story reinforces the truth that there are no substitutes for hard work in this industry which has been built up by people both willing to try something new and willing to share what they have learned by trial and error. Mr. Blackburn’s first invention, a high density foam block that he would mail to cleaners nationwide and thereby founding Dri Eaz from his basement. Out of fear of being copied by others he set out to create his first air mover. Claude shares an interesting story about the device that would become the flagship of his company that would grow into the industry leader for water damage restoration equipment. The man credited with creating the first air mover, Lloyd Weaver, publicly challenged Mr. Blackburn which only deepened his commitment to making his then fledgling invention work. Pete writes of Lloyd, the second face on Mount Restoration, “Lloyd introduced the first specialty designed Porta Dryer for on-location wet carpet drying. While that might not seem like much in today’s sophisticated world, 35 years ago Lloyd’s methodology challenged the rug cleaning establishment and its in-plant wet carpet service.” With the help of Harlan Wright their plastic mold prototype was developed in the early 80’s. Claude noticed a negative trend with carpet cleaners, “Twenty percent of our industry is going out of business every year,” and wanted to find a way to keep entrepreneurs like himself working in the slow season. As he innovated products, he also developed methods for training contractors to utilize the tools in a manner that could be repeated. Consigli notes, “Claude was sometimes mocked for pricing his seminars under $100. But he knew exactly what he was doing; he consistently played to packed rooms, while the attendance of others’ seminars dropped off.” Claude wanted to help his fellow professionals to shorten their DANG learning curve. In addition to providing greater details about his journey in water damage restoration, Claude shared some interesting principles that transformed his business while a guest on IAQ Radio (Episode 473). Mr. Blackburn and a third member of the Founding Fathers Quartet, Cliff “The Z Man” Zlotnik discuss the evolution of the industry. Claude discussed the benefits of profit sharing, “That decision made me the most money of anything I ever did. Most other business owners are afraid to share the financials, I made more money in the five years after implementation than in all the years before.” When Claude sold Dri-Eaz in 2006 it had:
The opening segment of The DYOJO Podcast goes into some depth regarding Claude’s post retirement activities which include efforts to elevate pickleball to an Olympic sport. A local paper dubbed him The Pickleball Philanthropist. |
AuthorJon Isaacson, The Intentional Restorer, is an 18 year veteran of the property restoration industry and a business coach through his organization The DYOJO. Archives
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