It's Homeowner's Insurance, Not a Home Warranty

In the disaster restoration business we see this all the time: A homeowner with a damaged home is upset with their insurance company because their policy doesn't cover something that they think should be covered. "Why do I pay premiums every month if I can't use my insurance when I need it?" they often say. Nine times out of ten, they're referring to a roof problem, old damage resulting from neglect, or mechanical system breakdown.

While we agree that insurance should be there for you when you need it, there is a difference between what insurance policies are supposed to cover, and what is simply a maintenance issue that would be covered by something like a home warranty, or else paid for out of pocket by the homeowner who has saved money in preparation for what they should know is the cost of home maintenance.

Most insurance policies specify that in order to be a covered claim, the damage must be the result of a "sudden and catastrophic" incident. Asking your insurance company to replace your twenty year old roof because it is leaking is not "sudden and catastrophic;" it's the inevitable result of what happens when your roof gets old and needs to be replaced.

For instance: If your washing machine malfunctions and overflows during the rinse cycle, that is sudden and catastrophic. The resulting damage likely will be covered by your policy under normal circumstances. However, the repairs to your washing machine (or replacement of it) will not be covered by your insurance. Why? Well, for the same reason a transmission repair isn't covered by your auto insurance; it's a maintenance cost resulting from the fact that if something gets old enough, it breaks down.

The good news is that there are warranties to cover those things that homeowner's insurance doesn't cover. Good roofers offer warranties. Home warranty companies offer warranties on a home's mechanical systems and appliances, over and above the existing warranties offered by the manufacturers.

The purpose of insurance is to cover us for damage that is so costly we could not afford to pay for it out of pocket without it ruining us financially. It's simply to protect our financial security in the event of disaster - not as a convenience to save us from having to dip into our vacation funds. That's why deductibles exist. They give us a relatively small financial stake in the claim in order to discourage frivolous claims being filed.

Here's another example: You have a leak in your shower pan or tub area, and later discover water damage to your floors in the surrounding area. The adjuster notices that the edges around your shower pan or tub area are missing grout or caulking, which is intended to seal the water in and prevent leaks. Your claim is denied.

Cracks in tile grout

I have seen a few homeowners get very upset about the previous scenario. They argue that they didn't know there was a leak until they saw the floors buckling or the carpet wet in an adjacent room. What they seem unable to comprehend (or admit) is that they had a responsibility to replace the missing grout or caulk around the shower/tub area in order to prevent a leak. The problem was a direct result of negligence on their part, which resulted in a slow buildup of water under the walls and floors, not a "sudden and catastrophic" flood.

We each have the responsibility to keep our homes reasonably well-maintained in order to prevent damage. That means that if there are tree limbs brushing against the roof, we have them cut back; If our rain gutters are clogged, we clean them out; If we notice a slow leak in an appliance, we disconnect it or discontinue its use until it is repaired so that it will not cause serious damage.

So save that insurance claim for something serious. Maintain your home and pay close attention to anything unusual happening in your house in order to prevent serious damage. And finally, get a warranty to cover your roof and mechanical systems, or start a savings account specifically for home maintenance.

How Many Restoration Companies Can Do All of This?

When there are four other ServiceMaster Restore franchises (and many other restoration companies) in your market, the challenge becomes standing out from the crowd. 

Even though locally-based ServiceMaster is a familiar brand in Memphis, getting people to remember the “Cornerstone” part of our name isn’t easy.

With dozens of restoration companies competing for business here, it’s no wonder that people can barely remember who is who and which ones do what.

In an emergency, most people just want one source that can handle everything, and that’s what makes ServiceMaster by Cornerstone unique in our market.

What do we mean by “handle everything”? Well, when you have a flood or fire, not only does the building structure need to be restored, but so do all the salvageable belongings within it. Cornerstone can handle all of that for you…. and we can do almost all of it right here at our own facility.

So, in addition to the standard water and smoke mitigation, what makes us stand out?

Professional Pack Out, Storage, and Tracking

We can have all affected belongings packed up and moved by professional movers, and brought back to our secure facility where each piece will be cleaned and restored using the most advanced technology in our industry. Also, each item is carefully documented and inventoried using our ContentsTrack system.

Storage Vaults in Our Secure Storage Facility

In-House Textile Cleaning

Using our Esporta Wash System, we can clean clothing and leather goods in house, even items that traditional restoration dry cleaners often won’t even attempt to clean; and we can restore them to food-grade clean or better. Clothing items that are urgently needed can be cleaned and returned to the customer within 24 to 48 hours, depending on what time of day we receive them.

Esporta Wash System for textiles

Hard Contents Cleaning

We can clean and deodorize furniture, electronics, jewelry, and random items of every shape and size, right here in our facility. Our ultrasonic Fireline system will clean every nook and cranny of even the most hard to clean items; and we can do it far quicker and more thoroughly than most other restoration companies, many of whom still clean all hard contents by hand. 

Fireline Ultrasonic Cleaner

Deodorization and Mold Remediation

Have you ever smelled a room that is completely absent of any scent at all? It's like a blank canvas for your nose . Using a unique chlorine dioxide product, we can completely deodorize and sanitize any space without leaving a chemical residue. Besides that, it also kills mold and mold spores. Best of all, the process typically takes only three or four hours.

Putting It All Back Together

Last of all, we can repair or rebuild all structural damage because we have licensed general contractors on staff who are dedicated project managers. That means you have the option of dealing with one company that is responsible for every phase of recovery, from beginning to end. That’s much easier than juggling multiple businesses for different phases.

We even have a complete flooring showroom right here in our building for our customer’s convenience.

In-house flooring showroom

Whether it’s a large commercial building or a small home, ServiceMaster by Cornerstone can restore it. It’s what we do!

When Is Water Damage Too Big, Too Complicated, or Too Disgusting To Clean Up Yourself?

When people ask us what we do at ServiceMaster by Cornerstone, we often tell them that we “clean up messes that are too big, too complicated, or too disgusting to clean up yourself.” When it comes to water damage, that obviously applies to things like burst pipes or a major roof leak in a downpour;  but what about those times when you have water damage that isn’t very big? How do you know if it's too big to handle yourself?

Our advice is to always call us for a moisture check if you suspect that water went under your floors or behind your walls. Often what appears to be minimal damage on the surface is actually much bigger behind the scenes, and water will spread faster and further than you might realize. Sometimes an area looks unaffected at first, but later shows signs of damage. Usually that’s the result of wet insulation slowly releasing the water, or your flooring being wet underneath.
 
One thing is for sure: You don’t want to leave water lingering in walls, ceilings and floors where it could take a long time to dry. If it stays wet long enough, you risk damage from wood rot to the structure of your home or building. Just as concerning is the likelihood of mold, which can spread quickly, creating unpleasant odors and perhaps even health risks for those with respiratory conditions and severe allergies.

You want to be sure an affected area is dry, and Cornerstone has special instruments that help us monitor not only areas behind walls and floors, but even the humidity levels in the air, which is something that most people don’t realize can cause additional damage if it isn’t brought down to normal indoor levels.

The phrases “too big” and “too complicated” usually apply to any significant plumbing leak since they almost always result in water finding its way behind walls, into ceilings or under flooring; and it’s almost always more than a little water, no matter how quickly you react to stop the flow. That water is under a lot of pressure, and when a pipe or water supply line bursts, you usually can’t get to the shut off valve quickly enough to prevent the water from spreading into the structure.

The “too disgusting” part applies to things like sewage and drain backups, toilet overflows, or outside ground water that enters your house during a flood. Those situations call for extra precautions and expertise because of concerns about bacteria or chemicals that are likely to be present in the affected area. Exposing yourself to those things is a huge health risk, and it’s just not necessary when well-trained, properly equipped professionals are available to thoroughly clean it up.

If you have a small spill or leak and you're able to react before it spreads much, then cleaning it up yourself with some towels should be a breeze. If it’s more serious than that, call the experts at Cornerstone; it’s what we do.

Disaster Restoration: The New Bandwagon Business

I remember a time about eighteen years ago when the housing market was booming and interest rates were low for the first time in years. The real estate and mortgage businesses were hot. Since getting started in real estate was more expensive and time consuming, people who wanted to make big money fast were getting into the mortgage business.

People were leaving long careers in other industries to become mortgage originators. New mortgage companies were springing up everywhere. Banks were suddenly expanding their mortgage departments in order to get a larger piece of the pie. People with no experience were suddenly trying to be experts in a field that was growing so fast there was barely time to learn all the ins and outs.

That, along with other factors, ultimately resulted in the housing crisis of 2007 and the strict regulation that followed. Suddenly, the mortgage business was very hard. Many left the business within a few years. Many banks shut down or reduced their mortgage operations, and many small mortgage companies closed shop.

Something similar is happening with the disaster restoration industry right now. People have noticed the success of old, established companies like ServiceMaster and they have decided that they too can be disaster restoration experts.

Almost every month I hear of another construction company or plumbing company that has added disaster restoration to their professional repertoire. Like us, they know that no matter what, pipes are going to burst somewhere and fires are going to happen. They want their piece of the pie, and who can blame them? Unlike us, many go it alone without the backing and resources of a brand with a proven system of training and support.

That's not to say that they can't learn the business the right way and do a good job; Some of them do. But that's not as easy as it sounds, and it often takes years to get it right when you're starting from scratch.

Consider this: When you suffer a fire or water disaster in your business or home, who would you rather depend on to put things right again; a company that added disaster restoration as an afterthought, or one that has been perfecting their process for over sixty years. ServiceMaster Restore has even spent years developing and constantly improving their own proprietary cleaning products.

ServiceMaster Restore franchises are not only required to adhere to rigorous ServiceMaster brand standards in order to be designated a Quality Restoration Vendor (QRV), but they are also required to adhere to the strict certification standards of the IICRC (Institute of Inspection Cleaning and Restoration Certification).

Keep in mind also that ServiceMaster Restore has long-standing relationships with almost all major insurance carriers, as well as local agents. We know how the claims process works and what your insurance company requires in order to make the claim go as smoothly as possible. Those companies that are new to the industry might not have those relationships.

More than a few restoration companies have come and gone over the years, and that will probably continue. It's not an easy business, as many find out quickly. But the ServiceMaster brand and ServiceMaster by Cornerstone in particular have stood the test of time, and we plan to be around for many years to come.

Public Notice: We're Watching, and We Know What's Going On

A couple of weeks ago, I caught wind of a story about a mold inspection that two of our team members did. It was only one of several they had done last month. What made it unique, however, is that instead of having to convince the property owner that they needed to take proper action for their mold problem, they had to convince this one that there was no mold problem.

This customer, an elderly woman, had already been told by a different company that she had a mold problem in the crawl space beneath her house after they had done a visual inspection of the area.  Fortunately, she was smart enough to get a second opinion. Following the recommendation of someone she trusted, she called us. When our technicians did a thorough inspection, they concluded that there was no evidence of mold growth.

The people who had performed the initial inspection had this customer pretty frightened. According to the customer, she had even been told that she had toxic, black mold. That's a pretty serious assumption.

One of our technicians showed her the photos that they took of the supposedly mold infested area; there was no visible sign of mold. Our technician also told her that if the previous inspector had actually seen any microbial growth at all, there would have been no way to determine the type of mold it was (if it even was mold) without proper laboratory testing.

The customer later called our office and asked again if it was possible that our technicians were mistaken. That's how much worry the initial inspector had caused this lady; she was terrified that her home was in danger. Our customer service representative reassured the customer, and by the end of the conversation, she was satisfied that there was no need to worry.

This demonstrates that even though unscrupulous companies sometimes try to frighten people into paying for unnecessary services, someone is always watching. In this case, I'm glad that "someone" was ServiceMaster by Cornerstone. Take note, all you scammers out there: We know what's going on, and we're still watching.

Life Lessons From Funerals, and Legacies That Last

I used to hate going to funerals. It was depressing, and I never quite knew what to say to the family of the deceased. I used to avoid going whenever possible, but that all changed one day when I was asked to speak at my aunt's funeral. I couldn't say no to my uncle, so I reluctantly took on the responsibility. After that, I was asked to speak at my grandmother's funeral a couple of years later, and again at the service for my best friend later that summer.

The thing I thought of most when preparing my remarks was the legacy each person left behind. I considered what made each of them memorable, and whether or not the impression they left was strong enough to last beyond a few years. I considered how they inspired the people who knew them. I also discovered that there's nothing like a funeral to make you ponder your own mortality and legacy.

Legacy is one of those words that makes us nervous. We like to pretend that we'll always be around, even though we know better. More often than not, as we go about our lives, we get bogged down in our routines and we forget about the big picture. We don't think about our legacy much, and when we do, most of us probably think of it as something big and momentous that we hope to do, and so we place it on our to-do list for a time far in the future when we believe we'll be better prepared to do something great. As Ralph Waldo Emerson wrote, "How much in human life is lost in waiting."

But I think I've figured out the secret to legacy building, and it was really kind of obvious: Legacy is more about the quality of countless small actions and habits than it is about the big accomplishments. It's not so much what you do, but the way you do whatever it is you do. You have to think of it as a building that you build on a little bit every day. You use small building blocks of actions that add up over time and grow into something that lasts.

Building blocks for your legacy don't have to be huge ones. Little ones like a kind word or an encouragement to others every day have a way of building lasting legacies. How about things like creating good memories for your children, or helping someone (even a stranger) with something when it would be easier to make an excuse and go along your way? Or what about being there for others who are struggling instead of shying away from getting involved in their problem? Those are the things that last beyond your lifetime because they will inspire others to do the same kinds of things. 

If you think of the things that people have done to make you feel good, and do those things for others every day, you'll build a lasting legacy without even realizing the impact you're making. You probably won't even remember doing a lot of the things that will end up being meaningful and memorable to others.

There's a reason for that, and it's something I learned by attending and speaking at funerals. It's this: The thing that people remember about you most is the way you made them feel, not what "greatness" you were able to accomplish in life. People remember the way you were more than what you were.
That's a sobering thought. It means that you could just as easily be remembered for making people feel bad as you could for making them feel good.

The people I've known with the greatest legacies never got rich or had huge success. They never set world records or became famous. They were humble people of high integrity who cared about others more than themselves, and were intentional about finding ways to show it all the time. Example: I knew one man whose children remembered how he constantly wrote each of them special notes throughout their childhood, and not just on special occasions. He just noticed when they needed a little extra encouragement.  They kept those notes because they were part of their dad's legacy, and it set him apart from other dads they knew. His legacy will live on because he has inspired his children and grandchildren to do the same thing. How amazing, yet simple!

At ServiceMaster by Cornerstone, we begin every day with a reminder to "impact the lives of others at every opportunity so we can lift people up," and we discuss how we have done that lately. I like that we do that. It keeps our legacies in the forefront and reminds us that our work life can and should be part of something bigger than just completing tasks so we can get paid. Work is a part of our lives, and it's an opportunity to make something that seems ordinary on the surface into something extraordinary.

Consider that someday it'll probably be you that people are remembering at a funeral. What do you hope they will remember about the life you lived; about the way you were? It's worth thinking about.

When Expert Advice Becomes Worthless

Imagine for a moment that you're the owner of a multi-million dollar business and tax time is coming up soon. Your accountant has poured over all your profits and losses, and has concluded that you will need to pay the government $130,000 (I have no idea what the average multi-million dollar company would actually expect to pay in taxes).

Now imagine that you tell the accountant that you disagree, and that you think you should only pay $30,000. The accountant asks why, and you reply that you heard from your cousin who teaches finance at the local college that you can write off all meals you and your family eat, the vet bills for your horses and dogs, plus the college tuition for all three of your kids. The accountant warns you that you're making a big mistake, but you still insist on only paying the $30,000. Your future looks bleak.

As ridiculous as that sounds, we run into equivalent scenarios occasionally in the disaster restoration industry. A homeowner or building owner calls us to inspect their damage and asks our expert recommendations, only to tell us which steps they feel are not necessary to mitigate their problem. I'm not talking about cases where a customer has the knowledge and ability to do parts of the work himself to keep costs down; some do. I'm talking about people who want to skip entire steps in the process altogether because they don't believe they need to be done, or because they don't want to go over budget. That's when expert advice becomes worthless, and dissatisfaction is usually the end result.

A customer has the right, of course, to reject our advice. It's their home or building, and we respect their right to refuse. When that happens, we always re-state our advice to make sure they clearly understand the possible results of not following our recommendations, and then we ask them to sign a release form stating that they understand and do not hold us (or their insurance company if it's a claim) liable for any problems resulting from their decision. We have no other choice, except to turn down the job, which we are willing to do in some special circumstances.

Compare that to the owner of the multi-million dollar company in our earlier example. He has the right to refuse the accountant's advice, but he also accepts the consequences. The accountant has done his due diligence in preparing the correct figures. His responsibility ends there. It's the a same with us.

Just like the accountant, qualified project managers and coordinators in our industry have to complete specialized training and testing to acquire the right certifications to be able to make credible recommendations to customers. Equally as important is that those technicians also have the benefit of experience, since they see similar damage scenarios over and over on a weekly basis. They also have the benefit of seeing and correcting the results of mitigation jobs that were done incorrectly by others.

While it's true that it's always smart to ask questions and not just automatically believe things that might not make sense to you, there comes a point where common sense tells you that there is a reason you hired an expert instead of trying to fix the problem yourself. That doesn't mean that you shouldn't ask for clarity regarding the expert's suggestions; it just means that you shouldn't base your decisions about what they want to do on something you heard from a friend or read on an Internet forum. Instead, ask questions about anything that makes you uncomfortable. A trained expert will have answers that make sense, and will be able to explain them in a non-technical way that their average customer can easily understand.