Well, it’s up water damage Denver people. I want to just spend a few minutes with you today to discuss a job that uh, we’ve been working on. I believe I’ve mentioned it in a couple of prior water damage Denver episodes, but, uh, let’s go ahead and reflect on this particular experience and I think it’s an opportunity for lessons to be learned, notes to be taken iron, to be sharpened, skills to be honed.

Not every single job goes swimmingly, not every single water damage Denver project goes without hiccups. I think one thing that you’ll find is that big foot restoration is committed to um, kind of a realistic point of view when it comes to water damage. Denver jobs, smoking, fire loss, mold loss is that, um, not all of the answers present themselves immediately. Not every single thing is readily known. Not all of the pertinent information can and will be discovered right out of the gate. The desire is for all that stuff to take place. The goal is for all of that to be achieved as soon as possible. But, um, you know, I won’t get into any of the analogies that are the sayings about wishing and hoping and those sorts of things. But, um, what we do promise is that

we will

offer and send out competent and professional individuals to do the very best they can within the context of the position they’re placed in. And we find that a very, very, very high percentage of the time that gets us into a very positive

place.

We have never, we’ll never suggest that everything goes perfect on every single job every single time, but we will promise that we’ll do everything in our power to step up and communicate and readdress whatever needs to be addressed as well as soon as professionally as, as we’re able to, we make a lot of claims as far as being able to provide incredibly fast response time. We legitimately do that and aspire to do that. Every single job that we go to, um, we always want, we also want every single job to go nice and timely as well. I don’t say quickly just because I don’t want to get wrapped up in semantics. Um, you know, and people have different ideas relatively speaking of what quickly means. So say timely, like to say that we want to wrap up the project as soon as it’s appropriate to wrap up the project, not skipping steps, not getting tunnel vision and

okay,

you know, glossing over this or that. Um, but doing things properly professionally for safety for all

and doing it in as timely of a manner as possible. Um, and you know, I think we try to explain that to people just about every time they call or text or email or whatever. And I understand that in times of loss and you know, you got a water damage, Denver’s situation on your hands, it, ah, it’s going to be difficult to hear and absorb and understand every single thing that we say. So a lot of that may go in one ear and out the other, but, um, you know, we mentioned a number of important things right off the bat. So in any case with, I think I’ve set up, um, kind of some of the premise well enough. So let’s go ahead and dive into, um, some of the stuff. And so I’m going to reflect back to a job that we were originally message on a Sunday on a platform on

a kind of a guess, kind of a social media type, um, platform. And that request was made on a Sunday morning and we responded just a couple of hours later on that Sunday afternoon. Now this wasn’t a massive water damage Denver job where there was just water, um, pouring into the basement or anything like that. It was just kind of a concern, a not sure what to do type request from an individual that had been referred to us on the social media platform. So, um, developed a plan. Thought it was one thing when we went in to kind of do some preliminary work, we found out it was a little bit more involved in what we thought and um, you know, that’s just something that you don’t know or can’t predict until you actually get in to certain jobs. And yeah, that’s a bummer. I mean, we’d love to get right in there and have everything go exactly how we think it will.

Water Damage Denver | Learning Lessons Through Experience

Um, but we’re making those prognostications based off of what we see from the outside, what we can tell from our instruments and not getting real invasive into the person’s proper property. So kind of difficult to predict what’s exactly on the other side of that surface. But we do our best. So that was I guess, trip one, trip two, and again, this is within the context of the quote that we had given, which I won’t get into the specific financials, but, um, after, let’s just say after that first encounter of finding out that there was mold and growth back behind the surface, um, having been in the industry for a while, having seen some of the tactics and procedures of other water damaged Denver companies, that job would have gone from little to huge in the snap of a finger. And

I don’t think it would be too much of a reach to say that that probably would have turned into a seven to $12,000 job if I, I mean that’s a big, it’s a big a gap there. But when people see mold, when they see mold that presents is dark or black is people call it black mold. Um, there are, there’s just, um, you can play off a lot of emotions there and you can get people to open up their wallet and their checkbook very, very quickly and right. Very large amounts in that little box after seeing growth. Um, that is not what we do and still relatively speaking.

Mmm.

The quote that we sent back after finding that initial growth was I thought, um, very fair, very, very low, relatively speaking to just address again what we could visually see. And there again, it’s up to the homeowner of how invasive and exactly what they would like to pay for. But that was our approach is to keep it to a minimum and clearly defined in our scope exactly what we would be doing. And again, obviously if we’re going to keep it to a minimum price wise, we have to keep it to a minimum labor wise. And unfortunately we can’t do a ton of work. We can’t spend a ton of time on a project if we’re not being compensated for it. Again, we want to do what’s appropriate and necessary and by the book. But, um, again, we want to keep costs low to the individuals. So we need to, uh, that has to represent the work in the scope of what we’re doing as well on that particular water damage, different job.

Well, I think sometimes people forget that. Um, you know, and it’s okay. Like I said, um, they’re looking out for their best interest, but it’s like once they accept a, um, a quote or a number, it’s that you’re at their disposal 24, seven until you’re not until everything’s done. Which in general. Yep. We definitely, we want to be able to answer questions. We want to be able to, um, guide people in the correct way. But, uh, we know what we’re doing and when we make trips out, it’s for a reason. And the length of the time that we’re there is for a reason and it follows the scope that we’ve again put out there and

believe that that will take care of that particular water damage Denver job. So, um, I get the, not everybody completely understands the industry completely understands, um, you know, steps a, B, C, D on all, on down the line. And we love to educate. We love to answer questions, but there was a certain point where it, you know, it’s just kind of speaking a different language and we don’t want to overwhelm, we don’t want to confuse. So, um, it’s for, you know, kind of the best, uh, for everyone to explain in general kind of what we know, what we see and what steps we’re going to take to accomplish what we need to. Um, but in this particular one we did need to go back, uh, kind of one extra trip than what we had thought or hoped or planned, uh, to make a few more cuts to get a little bit closer to, uh, where this leak occurred and that that’s okay.

We were happy to make the extra trip. We were happy to not charge any more for what the customer was asking us to do. Um, technically speaking, it, it would’ve fallen under the, um, scope of what the plumber would need to do. Um, but again, uh, we’re not, we’re not going to have an argument. We’re not going to go into, um, you know, little ticky tack stuff. We’d rather just make, make everyone happy. Um, so we did, we, we scheduled another visit as soon as we were humanly able and sent a crew back out to essentially have the homeowner direct us exactly what they wanted done because it really fell outside the scope of what, um, we had intended that, you know, our work would cover as a part of this water damage timber job. But we did find and locate, um, the exact spot so that the plumber could literally come in and probably repaired it within, I don’t know, 15 minutes, something like that would be my suspicion. So when I actually did see their bill and it was in the two to $300 range, so for a fixed that probably took somewhere between zero and 30 minutes. Um, I would say that’s a pretty healthy, um, bottom line that they were able to achieve by charging the customer about, I believe it was $244. So it’s nothing to my business necessarily. But what we did was went back out and basically set

everything up for, um, the plumber to go in and do a super quick, easy job, which again, we are happy to help and we’re over the moon that we can do that and provide that service. But then at the end of the job when we were kind of discussing, um, you know, the, the ins and outs of every thing and asking, you know, if, if we could get a little objective feedback on the job, that was a point of contention is that they were, um, pretty, pretty displeased that that extra trip had to be made, which kind of caught me off guard. Um, and so, you know, it was a bit disappointing to be quite honest that, um, you know, we thought we had gone to every effort and literally done everything we could to go above and beyond, um, for this particular client and their water damage dimmer situation and still kind of be met at the end with, um, kind of some fee feedback that was less than glowing I guess. And we are kinda,

I dunno, perfectionist, we, we want everything to be perfect, but like I’ve said many times when it’s not, we will do everything we can to make it right. And I think that’s the way, you know, really just about every company and industry. That’s all they can do. Um, they can shoot for certain standards for every single job, in our case, water damage, dimmer jobs. And if something isn’t exactly online, all you can do is regroup and hop on it and take care of it and maybe even go a little bit over what was initially intended to, um, attempt to make everyone happy. And even sometimes, I guess the moral of this story is that just isn’t always going to happen. Not always gonna make everyone super huge big foot restoration fans. We again, we get it that it a water damage Denver job, a loss is just an annoying thing to begin with. And so I think many times people just kind of lump us in with that annoyance. Like I’m irritated that I even have to do this. So I’m just naturally kind of irritated at

the people, the process, the company, the whole experience all along the way. We understand that we get it, but it is just kind of one thing that we would love to be able to change if we had the opportunity. But, uh, like I said, we can learn, we can adapt, we can grow from each water damage Denver number job that we do, each smoke and fire loss that we do, each mold job that we do. All we can do there again, is continue to try to hone our craft, um, speak to the needs of each individual customer. And all of them have different ones. All of them have different ideas of what the perfect experiences for them. So, um, we honor their feedback. We take it seriously, and we use it as a tool to grow and to become better. So, um, if you would be so gracious as to give us that chance for your water dam, water damage, Denver project, um, that you have any time in the future, we’d love to be the company of choice and tell them though, you stay safe.