Construction Goals for 2024

3/12/2024 (Permalink)

This month, we’re spotlighting the construction team at SERVPRO Team Wall. We spoke with Director of Construction for Team Wall, Mike Zurrica, to learn more about what’s new with the construction team, the team’s 2023 accomplishments, projects they currently have underway, and their goals for 2024.

Mike explains that the construction team’s most significant accomplishment in 2023 was rebuilding their team. In 2023, they became a fully staffed team and, by the end of the year, were able to work as a unit in order to finish the year strong. They are looking forward to more teamwork in the upcoming year.

Currently, the construction team is composed of 36 professionals across SERVPRO Team Wall. Mike notes their organization and comradery as specific strengths. “I could not be more proud of the great work they have accomplished during my tenure here,” Mike says.

In the hopes of achieving their goals for 2024, the construction team believes that their speed, efficiency, and innovation to be the driving force of their success. Customer satisfaction is imperative to the team’s growth. Mike cites the team’s “relentless ability to strive for customer satisfaction from the initial contact until the COC is signed.” Although they already prioritize customer satisfaction, the team is always looking for ways to improve, evident in new ideas such as their “Meet the Team” document.

The construction team is anticipating a financially successful 2024. With their full staff, the construction team across all four SERVPRO Team Wall offices has $4.8 million in production with another $1.8 million in the pipeline for approval. Mike states that the team is well on its way to their budget goals for 2024, considering the addition of six potential large projects on the horizon. They are also hoping to open more streams of revenue by joining the Sedgwick contracting program.

Additionally, Mike and the team will utilize Direct Supplier, the program that connects Lowes and Home Depot websites to the construction team’s estimates in Xactimate. Their virtual showroom and budgeting tool both allow for the construction team to achieve quick turnaround times for customer selections, ordering materials, and scheduling. Direct Supplier also helps the team "shop" for their materials within their budgeted amount approved by insurance, which helps them have a better idea of their budget for the project. In addition to the ability to instantly purchase and ship materials, the service also allows the team to have certain items delivered during separate time frames of the job to reduce risk.

The construction team is ultimately striving for the “One Team Mentality” that stretches across all of SERVPRO Team Wall. Mike says, “Our mitigation teams are actively promoting construction services on every job,” which provides the construction team more opportunities to show customers that SERVPRO Team Wall can handle every step of the job.

Mike is undeniably proud of his team. “I am surrounded by some of the best in the construction industry,” he says. “Shoutout to my construction team across all locations of SERVPRO Team Wall!”

Call SERVPRO of Harrisburg West at (717) 761-2173 or check out the Building Services page to learn how our construction team can be of service to business owners.

Key Initiatives of 2024

3/12/2024 (Permalink)

Reflecting on 2023, owner Jim Wall says, "It was a year of positive change and growth. We had a successful year and we grew but it was not without obstacles." The past year wasn’t without its hardships, but SERVPRO Team Wall ultimately persevered forward. Jim remarks, "2023 required a significant amount of time creating, developing, documenting, and implementing processes." These processes will result in increased accountability and measurement of performance, allowing greater insight into the team’s performance and the ability to identify areas of improvement. Moving forward into 2024, Team Wall has its sights set on four key initiatives: emphasizing team, improving the customer service experience, refusing to accept mediocrity, and increasing profit to reinvest in the company’s growth.

Prioritizing Team

Embracing the "one team" mentality, regardless of individual office or department, will lead to success. Jim likens the "one team" mentality to rowing. He says, "We need all people rowing in the same direction and at the same time. If we’re able to work together and focus our efforts, there really isn’t anything we can’t achieve." He identifies collaborative problem-solving in place of departmental problem-solving as one way in which we can place a stronger emphasis on team in 2024.

Strengthening the Customer Service Experience

Customer service is present in all aspects of what SERVPRO Team Wall does on a daily basis and lasts through the entire lifecycle of the job. It is important to remember that it’s the same for many other companies. "There are many people who do what we do, but we can distinguish ourselves through excellent customer service," Jim remarks. But what makes a customer service experience with SERVPRO Team Wall stand out? "Everyone has a role in the customer service experience. It’s not just the crew chief and the production team. It’s the person who answers the phone. It’s the person who’s out in the field. We all have a role in making the customer service experience exceptional. We can distinguish ourselves by providing first-class experiences to our customers," he says. Team Wall always strives for the best possible customer service experiences, but we are always looking for ways to be better. One such way is refusing to accept mediocrity.

Excellence Over Mediocrity

"Many people accept mediocrity. We need to constantly be looking for ways to be better," Jim explains. He points to the use of technology, improving speed, and constantly self-evaluating as ways in which Team Wall can identify areas to improve upon. "It’s easy to settle for what we’ve done in the past," Jim admits, "but there’s always someone right behind us, looking to beat us." Being aware of where we need to improve, as well as understanding how to improve, are key to pushing past mediocrity. "If we have high standards and demand excellence of ourselves, it’s not that difficult to achieve excellence."

Reinvesting in the Company

Last but not least, Team Wall is always committed to increasing profit because, without profit, there is no company. Heading into 2024, Jim states that "we need to consider the financial implication of every decision we make." He continues, "things should be done for the good of the customer and the good of the company alike." Reinvesting in the company is essential to its continued growth and success.

Emphasizing team, striving for exceptional customer experiences, leaving mediocrity in the dust, and ensuring the future success of the company through continued growth in profit, SERVPRO Team Wall has a bright 2024 ahead.

Curious as to what SERVPRO of Harrisburg West can do for your home or business in 2024? Give us a call at (717) 761-2173 and check out some of our testimonials.

Spotlighting the Intake Team

3/12/2024 (Permalink)

SERVPRO Team Wall would like to spotlight the centralized Intake Team, led by Intake Operations Manager Kristen Kuser. The intake team is the very first line of contact for our customers when they call SERVPRO Team Wall. While they mainly handle customer calls, the intake team also speaks with adjustors and sometime even corporate. Listening to customers’ needs and determining what SERVPRO Team Wall can do for them, the intake team is responsible for setting up jobs and estimates.

The small but mighty and growing intake team is relatively new, having formed only five months ago. Formerly, the team was made up of localized office teams. Now, the intake team is centralized, taking calls for all offices. Hope Schofield serves as the Intake Lead. Additionally, there is an Intake Coordinator for each local office: Jessica Roberts for Hunt Valley and Harford County, Joanna Broyan for Harrisburg West, Bonnie Kent for Metro Pittsburgh East, and Brian Bui for Chantilly. Much of the team members’ days are spent communicating via Microsoft Teams, as the team has an active dialogue due to their need for constant communication throughout the day.

A typical day for the intake team includes the daily Work in Progress (WIP) meeting, reviewing the schedule for the day. They also utilize WorkCenter and Service Fusion (a service and dispatching app) to create job files and put jobs on the calendar for crews. After an already busy workday, the intake team and the mitigation administrative team work together as the on-call team for administration, available to customers 24/7, often answering the phone to frantic, after-hours customer calls when a water heater bursts at 3 A.M. With a job that is equal parts customer service and counseling, according to Kristen, who has a background in studying psychology, the team members are experts in keeping a level head while calming customers, who are oftentimes actively processing major life events when they dial our number.

Working on the intake team requires tremendous flexibility. Kristen shares, “Every single call is different, and every single circumstance is different. There’s no black and white process; we live in the grey.”

What’s on the horizon for this busy intake team? Kristen hopes to standardize the training process and get the process down on paper in order to build a uniform training process, emphasizing education about the systems the team uses and the insurance companies they deal with. The team is planning a roadshow to the offices in November to present their findings in constructing a standardized training process.

A long-term goal for the intake team is to cultivate a customer service-forward, centralized call center. Moving away from the localized aspect is difficult, but Kristen has faith that her team members will continue to emphasize customer service and personalize the experience for customers. “Whether it’s taking calls in a local office or taking calls in a centralized call center, solid customer service has to be the foundation,” Kristen says.

Such ambitious goals may appear daunting for a small team, but Kristen has complete confidence in her team members. “We all pull together. We all have each other’s backs, and that’s what’s really important.”

Want to learn more about what SERVPRO of Harrisburg West can do for your home or business? Call us at (717) 761-2173 to talk with one of our team members and check out our Company Profile.

Recognizing Our Q4 Employees of the Quarter

2/2/2023 (Permalink)

Please join us in congratulating our “Employee of the Quarter” award recipients for the fourth quarter of 2022: Dawnmarie Flanagan and Jannene Miller.

Here at SERVPRO Team Wall, we mark each quarter by selecting one employee from each of SERVPRO Team Wall’s offices, as well as one employee from our centralized team, to receive the “Employee of the Quarter” award. Team members recognized as “Employee of the Quarter” fully embody Team Wall’s 7 Pillars: Hustle, Solutions, Team, Accountability, Quality, Persistence, and Consistency. Additionally, they serve as role models for their fellow employees. Please join us in congratulating our “Employee of the Quarter” award recipients for the fourth quarter of 2022: Dawnmarie Flanagan and Jannene Miller.

Dawnmarie Flanagan – Centralized Team

A pillar of our centralized SERVPRO Team Wall team, Dawnmarie Flanagan shines in her role as Large Loss/Storm Team Job File Coordinator. She has worked with SERVPRO for almost 13 years, as she worked for another SERVPRO for 9 years before joining SERVPRO Team Wall in 2019 as Large Loss/Storm Job File Coordinator. Dawnmarie, a remote employee joining us from Boston, is wicked smart in her attention to detail and organization. Likewise, she is also wicked independent. Dawnmarie works hard to manage extremely complex job files and properly process them. In addition to thriving when working independently, Dawnmarie is also a fabulous team player, who is always willing to help and put in the hours required by the demanding restoration industry. This balance makes Dawnmarie the backbone of our Large Loss/Storm Department and we are wicked grateful to have her on our team. Thank you for all you do, Dawnmarie!

Jannene Miller – Harrisburg West Team

In her role as a Regional Account Manager, Jannene Miller is a critical member of SERVPRO Team Wall. Jannene has worked as an Account Manager with us since she joined our team in May 2021. She consistently focuses on the "Team" aspect of Team Wall and always puts the customer's needs first. One of the focal points of our sales team is increasing the number of customers we can add to our Emergency Ready Profile (ERP) program. Jannene has taken this challenge head-on and has been our clubhouse leader since SERVPRO's introduction to the initiative. Our 2023 sales goals are set high, but we have absolute faith that Jannene is going to knock them out of the park! Thank you, Jannene - we appreciate you always working diligently to resolve any issues and your quick problem-solving abilities. We are grateful to have you on our team and appreciate all you do, Jannene!

Everything You Need to Know About Frozen Pipes

1/7/2023 (Permalink)

Pipes can freeze in the event that temperatures drop below 20 degrees Fahrenheit.

Winter weather, as appealing as it may be to the eye, poses its fair share of serious property damage risks. Regardless of how much damage winter weather causes, SERVPRO Team Wall is always ready, standing by with the resources, experience, and expert knowledge to restore your commercial property to its preloss condition. This blog will discuss one specific, cold weather issue that commercial properties frequently face: frozen pipes. We will also share tips from the American Red Cross about ways in which you can protect your property from the water damage and property damage that can result from burst frozen pipes.

Prime Conditions

Pipes can freeze in the event that temperatures drop below 20 degrees Fahrenheit. Uninsulated pipes located outdoors or in unheated areas of your business can be at increased risk of bursting. Pipes in basements and crawl spaces are at especially at risk of freezing. When temperatures get cold, be sure to look for signs of freezing, like frost or no water coming out of your faucets.

Preventing Frozen Pipes

According to the American Red Cross, there are a few different ways to prevent pipes from freezing when temperatures drop. Letting water drip through your faucets periodically is one such suggestion. They also suggest adding insulation to pipes in unheated areas. This will help maintain a safe temperature for the pipes. In heated areas of your property, consider keeping your nighttime thermostat temperature and your daytime temperature the same. While lowering temperatures at night can save money, maintaining a steady indoor temperature can help keep your pipes warm enough to prevent them from freezing.

Dealing With Burst Pipes? Call SERVPRO Team Wall

In the event that your commercial property’s pipes freeze and burst, SERVPRO Team Wall is standing by with our expert storm and water damage restoration team and our cutting-edge equipment. To learn more about our commercial water and storm damage restoration capabilities, visit our website. The moment you discover frozen or burst pipes in your commercial property, immediately call your local SERVPRO Team Wall office, SERVPRO of Harrisburg West, at (717) 510-6779. Breathe a sigh of relief and trust SERVPRO Team Wall to make it “Like it never even happened.”

Kitchen Fires: How to Be Prepared

12/26/2022 (Permalink)

Developing an understanding of potential fire hazards in the kitchen and becoming aware of fire safety best practices are both ways to be prepared.

The kitchen is often a popular gathering spot year-round, but especially during the holidays. The National Fire Protection Agency reports that in 2019, Thanksgiving was the peak day for home cooking fires, followed by Christmas Day and Christmas Eve, which illuminates the prevalence of cooking fires during the holidays. Developing an understanding of potential fire hazards in the kitchen and becoming aware of fire safety best practices are two critical steps to take in order to help promote fire safety in the kitchen this holiday season. Keep reading for 3 proactive fire safety tips to keep in mind while cooking.

1. Create Space in Your Kitchen

The NFPA recommends creating a “kid-free zone” around certain dangerous areas of the kitchen in order to keep children away from cooking areas. However, this is a helpful tip for everyone spending time in the kitchen – not just children. Consider keeping at least 3 feet between guests in your kitchen and cooking equipment like stovetops and ovens.

2. Keep a Lid Nearby

The kitchen stove, according to the NFPA, is involved in the majority of kitchen fires. If a small fire ignites while cooking on the stove, it is beneficial to have a lid at arm’s reach, as it can facilitate the process of smothering the fire. By having a lid for your pan nearby, you can quickly reach for it, slide it over the pan, and turn off the burner upon first notice of a fire. This tip, however, is not helpful with oven fires. In the event of an oven fire, it is best to keep the oven door closed and the oven off.

3. Be Prepared to Handle a Fire

When you discover a fire in your kitchen, it is important to make a quick decision to either fight it or call for help. While action must be swift, your decision should be a thoughtful one. If you have any amount of doubt in your ability to sufficiently extinguish the fire, call 911, move everyone out of your home quickly and safely, and close the door behind you to prevent the fire from spreading. On the other hand, if the fire is small or if you have a fire extinguisher nearby and you feel confident in your ability to extinguish it, you may be able to handle it on your own. When in doubt, do not hesitate to call 911.

Call SERVPRO Team Wall for Residential Fire Damage Restoration

In the aftermath of any fire damage situation in your residential property, SERVPRO Team Wall has your back. Available 24/7 for professional residential Fire Damage Restoration services, Team Wall is here to help quickly restore your home to its preloss condition. For more information about the ways in which we can remove smoke odors, protect your fire damaged belongings, and rebuild fire-damaged structures, check out our website. Give our SERVPRO of Harrisburg West office a call at (717) 510-6779 today to learn more about our Fire Damage Restoration offerings. After any fire emergency, know that you can trust SERVPRO Team Wall to make it “Like it never even happened.”

What You Can Do: 3 Ways to Minimize Damage After a Storm

11/28/2022 (Permalink)

It is of the utmost importance to prevent further damage if your commercial property endures a storm.

If your commercial property endures a storm, leaving your building with storm or water damage, it is of the utmost importance to prevent further damage. Being proactive during the downtime before help arrives can be especially beneficial in this regard. In today’s blog, we’ll share 3 tips that can help in protecting your commercial property from unnecessary damage while you wait for the storm damage restoration experts to arrive.

1. Stay Away from the Affected Area

The mix of standing water and electricity poses a risk for electrocution, which makes it imperative that people stay away from rooms that have experienced water damage until professionals have restored the affected areas. Electrical appliances, wiring, and outlets, which are common for rooms in commercial buildings, can pose additional safety risks if they are located in water damaged areas. Keeping people out of affected areas is a critical first step, but it is crucial that you refrain from turning on the lights or unplugging electrical appliances, as these actions can threaten the safety of those occupying the commercial building.

2. Turn Off the Water Source & Breakers

To best protect yourself and others working in your commercial building from safety concerns such as electrical shock, shut off the water source and turn off the breakers as soon as water damage is discovered after a storm.

3. Protect Your Building’s Belongings

Valuable items, such as documents, retail items, equipment, and other products, are commonly housed in commercial buildings. Moving valuables away from water damaged areas facilitates drying. Additionally, it is beneficial to assess them for damage as soon as possible in order to prevent further water damage.

Call SERVPRO Team Wall for Commercial Restoration Services

Storms – big or small – and the damage that they leave behind can cause tremendous stress and challenges for commercial property owners. Trusting SERVPRO Team Wall and our storm damage restoration professionals, however, can help you find peace of mind. Don’t hesitate – call your local SERVPRO Team Wall office, SERVPRO of Harrisburg West, at (717) 510-6779 to learn more about our Commercial Storm Restoration offerings. Wondering how SERVPRO can help your commercial property after a storm? Check out the pages on our website dedicated to our other related offerings, from general Commercial Restoration to Commercial Water Damage Restoration services. Finally, in the event of larger storm events, our Large Loss Disaster Recovery Team can be of assistance, as we have an extensive network of teams located across the country, offering services 24/7. Call SERVPRO Team Wall immediately to make it “Like it never even happened” and prevent further damage.

A Recap of Florida's Hurricanes and Hurricane Season 2022

11/20/2022 (Permalink)

Strong storms, like hurricanes, can impact your area at any time during hurricane season, hurricanes can even make landfall as late as November.

The end of this year’s Atlantic hurricane season left its mark on Florida, as both Hurricane Ian and Hurricane Nicole impacted Florida communities. SERVPRO Team Wall and our Disaster Recovery Team had the opportunity to serve affected communities in Florida. Hurricane Ian and Hurricane Nicole made landfall in Florida within a relatively short time of each other, wreaking havoc on residential and commercial properties alike. To learn more about where Florida’s 2022 hurricanes fit in the grand scheme of the Atlantic hurricane season, continue reading.

Florida Hurricanes 2022

Upon making landfall in Southwest Florida in mid-September, Hurricane Ian resulted in a devastating number of casualties, left many without power, and caused significant damage to properties. Only 43 days later, another hurricane, Nicole, hit many of the same Florida areas without power once and sending first responders on search and rescue missions. The hurricane double-whammy of Ian and Nicole may appear to be an anomaly, but something similar happened in 2004. 18 years ago, Hurricanes Charley and Jeanne, which both made landfall in Florida in 2004, impacted almost the same areas of the state as Ian and Nicole. Additionally, the same amount of time lapsed in between the two storms. Considering this information, what can property owners in Florida and across the country learn from this information?

Call SERVPRO with Any Storm Emergency

Strong storms, like hurricanes, can impact your area at any time during hurricane season, hurricanes can even make landfall as late as November. As we have seen in the case of Hurricane Nicole, a November hurricane isn’t a rare occurrence. Rather, it is a very real possibility, especially for coastal states like Florida. In the event of any emergency, call SERVPRO of Harrisburg West at (717) 510-6779 for professional Storm Damage Restoration services. We also offer storm damage restoration services tailored to commercial properties, perfect for commercial businesses. Our website also includes information about our other storm-related offerings, such as our Large Loss Disaster Recovery Team that aids communities following strong storm events such as hurricanes, as well as our residential and commercial Water Damage Restoration services. You can count on SERVPRO Team Wall to make it “Like it never even happened” after any emergency.

Commercial Roofing and Water Damage

11/12/2022 (Permalink)

Having a clear idea of what to look for on the interior and exterior of your commercial property’s roof can help prevent further water damage.

We often say, “out of sight, out of mind,” which directly relates to today’s blog topic: Detecting water damage to commercial roofing. Since our roofs are not something we see on an everyday basis, how can we tell when it has experienced damage? In today’s blog, we’ll share tips for how to spot water damage in commercial roofs. Having a clear idea of what to look for on both the interior and exterior when inspecting your commercial property’s roof can help prevent further water damage. Keep reading to learn more.

Interior Indicators

On the interior of your property, you may see several indicators of water damage to your roof. Leaks and puddles of water are classic signs of water damage. If you see water spots, which are damp areas of discoloration, on the ceiling, this may be a sign of roof damage. Seeing or smelling mold is yet another sign that there could be a leak emanating from your property’s roof.

Exterior Indicators

When inspecting your roof from the outside, it is possible that you might find cracks and tears on the exterior of your property. These are often the result of aging, but water can seep into these small areas of damage, which risks water damage to your property. Puddles of water on your commercial property’s roof may also indicate an issue with your roof’s draining system. It can be easy to ignore this but, if the water doesn’t move, your property will be at risk of roof and water damage. Lastly, if water is visibly leaking into the seams of your roof – this happens when your roof seams loosen – make sure to get the help of a professional right away. Being proactive is crucial in this case, as the faster you take action, the better you can prevent further roof damage.

Call SERVPRO Team Wall with Water and Roof Damage

Learn more about our Commercial Restoration and Building Services by visiting our website or giving us a call at (717) 510-6779 to speak with one of our knowledgeable SERVPRO Team Wall team members. Our website is also the place where you can find more information about our Water and Storm Damage Restoration that we offer for commercial and residential properties alike. Upon your first discovery of damage, don’t wait – call SERVPRO of Harrisburg West. Trust our professional restoration and construction services to make it “Like it never even happened” for your commercial property.

Employees of the Quarter: Q3 2022

10/25/2022 (Permalink)

This quarter, we are excited to celebrate Team Wall’s third quarter EOQs, Brian Barry and Bobbie Wylie!

We select one exemplary employee from each area of SERVPRO Team Wall every quarter to be recognized as Team Wall’s “Employee of the Quarter.” This quarter, we are excited to celebrate Team Wall’s Centralized team’s EOQ, Brian Barry, and our SERVPRO of Harrisburg West office’s EOQ, Bobbie Wylie. Keep reading to learn more about Brian and Bobbie.

Brian Barry

A member of our SERVPRO Team Wall for the last 2 years, Brian Barry is a valued member of our centralized team. Prior to his current role as Construction Estimator, he was Fire Production Manager. Brian is always willing to help, even when tasks that need to be accomplished fall outside of his job description. During his time with Team Wall, Brian has assisted with project management on large construction jobs and has made many estimating trips to Pittsburgh.  What makes Brian an exemplary employee is that, on top of all this, Brian always takes time to look out for customers and ensure that we are addressing their concerns so that we know customers find peace of mind in their unique times of need. Thank you for all you do, Brian! 

Bobbie Wylie

SERVPRO of Harrisburg West’s Office Manager, Bobbie Wylie, is this quarter’s “Employee of the Quarter” for Team Wall’s Harrisburg office. Since starting with Team Wall almost a year and a half ago, Bobbie has been an integral part of our team. Despite being with us for only a short time, Bobbie has about 16 years of experience in the restoration and insurance industries. What makes Bobbie a truly exemplary employee is the fact that she goes above and beyond, surpassing expectations every day. She lends a helping hand to other departments in administrative training and supports her teammates whenever help is needed. Bobbie is skilled at maneuvering around hurdles and solving problems in order to ensure that our customers receive the best possible customer service. We are grateful to have you on our team, Bobbie!