First Steps to Recovery After a House Fire

Imagine for a moment that you just had a fire in your home. Maybe it wasn't too bad and it didn't burn the entire house down. No one was injured, but it destroyed your kitchen, and really messed up part of your family room, too. The fire hoses soaked everything in that part of the house. The smoke was thick and filled every room, and everything you own now smells like smoke. There's also a film of soot covering everything. The fire is out and the smoke has cleared. So, what now?

There are steps you need to take right away. The hours immediately after a fire are crucial if you're going to recover quickly, so remember the following steps:

1. Immediately call your insurance agent or claims manager. You'll want to file your claim as quickly as possible and get the ball rolling on your recovery. Also, most policies have provisions for the insurance company to issue an immediate advance against your claim to pay for accommodations while the home is uninhabitable, so the sooner you file, the sooner you can plan your temporary living arrangements.

2. Find out when you can re-enter the home. Wait for the fire marshal to give you the "all clear" before going back inside. There are dangers from falling debris and chemicals in the air after a fire. The fire department will let you know when it's safe to go back into the house.

3. Secure your house. If there are holes in the structure or broken windows, you'll need to have it boarded up once the fire is out. You'll eventually have all of your belongings removed from the home, cleaned and stored for you. Until then, they need to be protected from thieves and weather. Regarding especially expensive items that can easily be removed (jewelry, cash, firearms etc.), you might want to consider relocating them to a more secure location immediately, if possible.

4. Make arrangements for a hotel stay, or accommodations with a relative nearby until you can make more long-term arrangements. Be sure to keep any hotel receipts for your insurance claims adjuster. Most insurance policies state that the insurance company will pay for any reasonable living expenses necessary to maintain the policy holder's current standard of living, and since you will likely be out of your home for several months while repairs are being made, you'll eventually want something larger and more comfortable than the initial hotel room. Your insurance agent can probably put you in touch with local resources for finding suitable temporary housing.

5. Buy some basic items like clothing, toiletries, etc. Since everything in your home will probably be saturated with the smell of smoke, it's best to just buy some new things to use until the professional cleaners can clean and remove the smoke odors from your clothing. The same advance against your insurance claim that pays for a hotel will also pay for these other needs.

6. Once you can safely go back inside your house, don't touch anything with your bare hands. Even things that appear unaffected by the fire will have a film of soot on them. The chemical reaction between the soot and the oils in your skin could permeate the objects and cause damage to things that could otherwise be cleaned and salvaged. That's especially the case with things like walls, furniture (both wood and upholstered), photos and art.

7. Contact ServiceMaster by Cornerstone (or a mitigation specialist in your area) to handle the cleanup. Delaying cleanup could cause further damage due to corrosive gasses from the fire, as well as water damage from the fire hoses. Mitigation companies like ServiceMaster have the equipment, expertise and manpower to handle everything, including the removal, cleaning and temporary storage of your belongings. They will work with your insurance company and repair contractors to get everything cleaned up and returned to normal as quickly as possible.

8. Make note of anything that is obviously damaged. ServiceMaster by Cornerstone will also take photos of the damage and all contents in the home, documenting each non-salvageable item. Those photos will then be sent to the claims adjuster in a convenient report intended to help speed up your claims process.

9. Prepare yourself for a few months of inconvenience while things are being put right again. Keep in mind that for a while at least, life is going to be very different from your usual routine and circumstances. There will be several phone calls with people ranging from your insurance company to your mitigation and repair contractors. There will be decisions to make and questions to answer. Just remember that everyone is working toward the same goal; getting you and your belongings back home again.

There's nothing easy about having a house fire. It turns your life upside down and can stress you out, but there is a light at the end of the tunnel. Try to stay positive, and don't lose sight of the fact that life will eventually go back to normal again.

Protect Yourself From Burst Water Pipe Damage In 5 Easy Steps

The "polar vortex" has reared its ugly head once again. We're barely into fall in the mid-south and we've already been slammed with freezing temperatures, and even a little bit of frozen precipitation. If this is any indication of things to come this winter, Memphis area residents had better get prepared now.

Many of you probably remember the deep winter freeze we had the first week of January this year. Temperatures dropped into the teens and twenties and stayed there for two days, causing pipes all over the area to crack. When the weather warmed up a little, the leaking and spraying began, in most cases while people were at work or still out of town for the holidays. A lot of folks came home to a big, wet mess that day. We encountered several customers walking around their homes in rubber boots, staring despairingly at their caved-in ceilings and ruined floors and furniture. It was a terrible way for them to start off the new year.

The aftermath of a collapsed ceiling due to a burst water pipe.

So, how do you protect yourself from a similar fate? Well, sometimes it happens no matter what you do, but most frozen pipe disasters we've encountered could have been prevented with a little knowledge and action. Here are five easy steps to help you prevent the sorrow and regret of flooding from a burst water pipe:

1. Keep your home heated to a reasonable level. Even if you're not going to be home (or perhaps especially if you're not going to be home) keep your thermostat set to at least 60 degrees Fahrenheit. You would think that this is a no brainer, but a lot of people who leave home when the weather is mild forget to make sure the heat is set to come on if the temperature drops. If you're leaving town for the holidays, add "set the thermostat" to your pre-trip checklist, right next to "make sure the cat isn't trapped in a closet" (long story, happy ending).

2. Check your insulation. Even with heat running in the house, you still need to make sure the pipes that run through exterior walls, crawl spaces and attics are insulated properly. While we can only hope the builders of our homes adequately insulated our pipes, we can definitely check any exposed pipes in the attic or in crawl spaces and add insulation to them, as well as cover foundation vents and insulate garden hose spigots.

If you're concerned that pipes in your exterior walls might not have enough insulation, there are things you can do. The most proactive step would be to open up the wall and add extra insulation before cold weather hits. You might even want to install a permanent access panel in the wall while you're at it so you can warm the pipes during extreme cold spells. Otherwise, you can always try adding an extra layer of protection by temporarily attaching a piece of foam board to the outside wall that contains those pipes until the freeze threat is over. That extra barrier from a cold wind might make the difference. It might even help if you blow additional heat directly onto the wall from the inside with a space heater (at a safe distance, of course). Do this only if you're going to be home and can fully supervise it.

3. Drip your faucets. Some experts say slowly dripping your faucets will help prevent frozen pipes. The idea is that keeping the water moving prevents it from freezing. Other experts say that doesn't really help, and could even result in water damage from an overflow if your drain becomes clogged or frozen. It's hard to say for sure who is right, but my opinion is to go ahead and drip the faucets if you can be there to keep an eye on it, or at least periodically turn the faucets on and off. That might relieve pressure if the water inside the pipe begins to freeze and expand. And if it's a sink along an outside wall (like many kitchen sinks), don't forget to leave open the cabinet door below to prevent the drain pipe from freezing.  

4. Watch for the signs of a problem. Frozen pipes don't automatically mean burst pipes, although it's pretty likely that they will burst most of the time. Burst pipes don't automatically mean a flood in your house either; you just have to pay attention to the signs and react appropriately. Remember that the most critical time in a freeze scenario is the thaw, not the freeze. If you notice a loss in water pressure during a winter freeze, or no water at all, you need to take action before the pipes thaw and water begins to spray. You'll want to call a plumber as soon as you notice a problem. Don't wait until the thaw begins and everyone else in town is trying to get a plumber. Choose a qualified professional before you need one, and get on his or her schedule early. Even if your pipe hasn't burst yet, the plumber might be able to help you thaw it properly and avoid a problem. That leads us to the next step:

5. Know how to shut off your main water supply.  If you suspect your pipes are frozen, shut off your main water supply to the house and leave your faucets open. Shutting off the water supply will prevent a big water disaster by cutting of the supply of new water. Leaving your faucets on will relieve pressure as the ice begins to thaw. When your pipes thaw and you turn the water back on, do it slowly and watch for any signs of leaking before opening it back up to full pressure. 

Now, being able to take this important step depends on one important factor: Knowing the location of your main water shut off and how to operate it. You might have an interior shut off valve, which can be shut off by simply turning a knob. Otherwise, you'll have to shut your water off at the meter, usually located in your front yard near the road. If you have to shut it off at the meter, you'll need a meter wrench to do it. Make sure you have one. Practice shutting off the main water before a freeze happens. That way you can be sure the valve handle isn't stuck when an emergency occurs.  

As always, if you do happen to find yourself ankle deep (or even toe deep) in water for any reason, the experts at ServiceMaster by Cornerstone are available for emergency service 24 hours a day, 7 days a week. Our phone number is (901) 624-9200. Enter it into your phone along with your plumber's number. You might be glad you did.

It's Fall Y'all! Do These Seven Things Before Winter Arrives

We're now deep into October, and that crisp chill is in the air. Color is bursting onto the landscape and our thoughts turn toward all the outdoor fun we can finally have without risking heat stroke and dehydration.

One more great thing about fall: It's football time in Tennessee (and in other slightly less significant places).

Yes, it's a great time of year to be outdoors. In fact, I have an idea: Pretend for a moment that we're standing outside your home. It's a good time to take a look at a few things before winter gets here. Would you join me?

Let's take a look in the tool shed and make sure we have our water hose spigot insulators. When winter gets here and temps hit freezing, we're going to need those so that the pipes don't burst. Don't forget to firmly attach them when it starts getting cold outside.

Okay, now let's grab our water meter wrench (the black rebar thing that looks like a "T", and should probably be classified as a deadly weapon), and head to the front yard. Find the main water shut-off and make sure it turns. Everything good? Great! You want to make sure that thing works. Much like FEMA after a hurricane, interior shut off valves are notorious for not working properly when you have an emergency. You need to have that exterior valve as a backup.

Let's check the rain gutters now. Set up your ladder and climb on up. If the gutters are full of leaves, go ahead and get those out. Leaves clogging them up can cause rain water to back up behind the gutters and go under the eaves, which will cause the fascia to rot. That ultimately leads to water and pests getting inside your house. Besides, if you don't keep your gutters clean, you'll have small trees growing out of them in the spring, and then all the neighbors will know your shame.

Now while you're up there on the ladder, take a look at the roof. Are there any shingles missing or curled up? Are any tree branches touching the roof?  By the way; how old is that roof now? Even the best asphalt shingle roof will only have a life of about twenty years, maximum. Do you see a lot of granular matter in the rain gutter - a kind of sediment that builds up from the shingles disintegrating? If so, you might want to call a good roofer before winter arrives. Predictions from very serious weather bloggers with no credentials, as well as the Farmer's Almanac indicate a very wet winter this year, and the last thing you want is a leaky roof.

Can you see your chimney from where you're standing? If you plan to use your fireplace this winter, you'll want to have it inspected and cleaned before you build your first fire of the season. Even if you had it cleaned a few years ago and haven't used it since, it's best to have it inspected. Wildlife can get in there and build nests, which turn into raging infernos when sparks hit them. Although it looks amazing when your chimney resembles an upside-down rocket engine, it's really not so amazing when it's the only part of your house still standing.

Let's briefly pop into the attic now that it's cool enough to go in there without suffocating. Look at any water pipes that run through there. Are they well insulated? If not, wrap them up good before the bitter cold hits. There were far too many burst pipes in this town last winter. Not all of them could've been prevented, but some of them could've been with just a little planning. Alright, let's go back outside.

Now, walk around the perimeter of the house and see if you can spot any holes where squirrels, roof rats, or raccoons can get in. They often chew their way in; especially around openings where wires are run into the house. When furry pests get inside your walls and attic, they can make quite a mess; but even worse, they can chew up your wiring and cause an electrical fire. Since shooting holes in your walls with a 12-gauge isn't an option, you might have to call a wildlife removal service if you can't trap them on your own. In any case, evict them as soon as possible. How you dispose of them after that is your own business, but keep in mind that Jed and Granny weren't very picky when it came to vittles, and you don't have to be either - I'm just sayin'.

Okay, that should do it. Don't forget to do that every fall. If you need a reminder, just think of this article when you see the leaves change next year. Happy fall, y'all!

It's Never Too Late For A Kindness Revolution

We're going to change gears a little for this week's article. There's something that has been on all our minds over the last few days, and because ServiceMaster by Cornerstone has been involved with the Kindness Revolution for several years now, we have a few things to say about recent events in our city.

By now, almost everyone in America knows what happened in our home town at the Poplar Plaza shopping center earlier this week. The video of it is cringe-worthy, to say the least. It's beyond the capacity of right-thinking, moral people to understand what possesses one human being (let alone dozens of them) to do those kinds of things to other human beings. Memphis now bears a special kind of shame, and many heads are hung low this week.

However, Sunday's senseless violence is the same thing that happens all the time in other parts of the city, off camera. It happens in schools and in parks. It happens in neighborhood yards and on neighborhood streets. The only difference this time is that it was captured on video in a neighborhood not typically known for violence, and it went viral on the Internet. People the world over have seen it, and now we all have to take notice. There's a serious lack of compassion among many of the youth in this city, and some people wonder if it can ever be changed.

Every talk radio show has analyzed it six ways from Sunday, and almost every idea to change the situation has been paraded out. We've heard everything from "prosecute the parents of unruly kids" to "start another new youth anti-violence program in schools." Everybody seems to think there's some collective method of solving the youth violence problem. They look to political and religious leaders. They point fingers at each other and at the schools. Few seem to really get it.

You're probably now asking; "So, what do we do about it, genius?" Well, I don't know much, but there's an old phrase that is used by conquering armies after wars. Perhaps you've heard it said: "We have to win their hearts and minds." In other words; you can impose all the rules and penalties you want, but few things will actually change permanently unless your ideals become near and dear to those you have conquered. The way they think and feel has to genuinely change.

Make no mistake about it; this is a kind of war. But what's needed is more than a war. What's needed is a revolution, and one of the best revolutions I can think of is one that has existed in this city for several years now - the Kindness Revolution. Perhaps you've heard of it.

The Kindness Revolution was a tremendously popular concept in the beginning. It was started by a business man to encourage more civility in his community by improving kindness in customer service, and promoting kindness everywhere by raising awareness. Now that the excitement of its initial impact has died down, it seems to be losing steam, which is unfortunate. Still, I'm proud that this company is a part of it.

Like many other companies, we still try to live up to the ideals. We have the smiley face stickers, and we even support the program at a local elementary school, but a renewed enthusiasm would be great. You just don't hear as much about the Kindness Revolution as you did a few years ago. It seems like many in our community have drifted away from it and maybe given it up as a lost cause. Why? It's such a simple idea. While the concept wasn't necessarily intended to be a religious one, it's clearly based on a short and simple message from God himself: "Love thy neighbor as thyself."

It's one of the best ideas ever, but it's one that requires more than funding, more than programs, more than slogans and rallies, and more than organized group efforts. What it requires most is thousands of individuals looking for every opportunity to demonstrate kindness in their community, especially in the small ways that don't make newspaper headlines. Understand this: Nobody cares what you know until they know that you care. That's another old phrase, and it's absolutely true.

How many of us have individually gone to a struggling student and offered to tutor him or her for free? How many of us have individually spent time with a young family member or neighborhood kid who needed the guidance and wisdom of an adult? Do we even know the kids in our neighborhood? How many of us have asked a kid what he or she knows about God? So many of them don't know that God loves them. These are all things that don't require a lot of money or planning.

This man noticed that this young woman had no shoes and her feet were bleeding, so he gave her his shoes.

Sure, a lot of us are part of organizations that do charity fundraisers or occasionally deliver meals to hungry people, and that's great. But what do we do on average in the course of our day to show small kindnesses to others around us? Do we ever let some mom struggling with small kids go ahead of us in line at the store? Do we ever let the car next to us get over in front of us when their lane is blocked and they need to get around it? Do we ever just go to a co-worker and tell them we notice how hard they're trying and what a good job they do? It's all about inspiring others, and it doesn't take some grand gesture. It only takes consistent thoughtfulness in ways that don't occur to most people.

It's the small things that add up. How many small, seemingly insignificant kindnesses can you come up with in a day's time? Believe it or not, people are watching. They take notice, and when they see our kindness it often inspires the same in them. That's why it's so important to show our kids how to do small kindnesses for others. Imagine how different those kids at Poplar Place shopping center might've been if they had daily seen the adults in their lives doing kindnesses for others. What might they be like now if their parents had constantly encouraged them to find small ways to do something kind for others - especially those who couldn't do anything for them in return.

The reality is that no Kindness Revolution will change this city over night. Winning hearts and minds often takes years, but it can and does happen. It takes a focused effort every day from each of us who cares. It takes prayer and courage and facing our own shortcomings. It often takes changing our own hearts and minds, and especially our habits.

It's not too late to turn this city around. As long as there is a spark of kindness, we can start brush fires, and those brush fires can become an inferno of goodness in this town. The spark is there, so start your own brush fire. It's never too late for a kindness revolution.

Yes, Disgusting! But Often Preventable

The modern age, with its toilets and indoor plumbing and all, is a wondrous thing. If you've had much experience with outdoor adventures in remote, primitive places, you know that indoor toilets sure beat an out house (or less) in the cold of winter or in the sweltering summer heat. But there's a price to be paid for all modern conveniences, and the price for indoor plumbing is the risk of a sewage backup in your home, resulting in disgusting mess all over your floor and baseboards (and whatever else gets in the way). It's a horrifying thought, but it happens all the time.

I hate to even think about how people dealt with this kind of thing in the days before the cleaning standards and technology we have now. I'm not sure, but it might explain why very old houses often smell weird. What did they do before antimicrobials and air scrubbers? Don't know, don't want to know. I'm just glad there's now a good way to clean it thoroughly, and people who are willing to take on that nightmare and make it go away. It's definitely not a do-it-yourself project that any homeowner or building maintenance manager wants to tackle if they can hire someone with the right gear to do the honors.

What Happens If I Have a Sewage Backup?

A sewage backup and overflow, or any toilet water that comes from beyond the trap (that means the unspeakable places below the toilet where all the scariest things go, hopefully never to be seen again), is classified as "category three" water by the Institute of Inspection Cleaning and Restoration Certification (IICRC), the organization that sets standards for the cleaning and restoration industry. There are very strict standards set by IICRC, as well as the insurance industry and health regulatory agencies, for the cleaning and disposal of class three water damage.

According to those standards, tile and concrete would simply be cleaned and disinfected with antimicrobial solutions.  However, carpet and wood flooring, as well as sheet rock and baseboards affected by class three water should be completely removed and disposed of properly. Let's face it; nothing could get that carpet clean enough to make any of us want to lay down on it again and play Legos with our kids. It's best just to replace all the soft, extremely porous materials like that. Thank goodness for insurance!

Speaking of insurance: One thing a lot of people don't realize is that your average homeowner's insurance policy might not include sewage and drain backup coverage, so you might want to ask your agent if a sewer and drain rider is attached to your policy. If not, have it added on; replacing affected materials in a class three water damage can get expensive.

Causes and Prevention

Although we have to be careful about what and how much we flush down our porcelain thrones, most sewage backups have less to do with what we're doing wrong on our end, and more to do with what's going on under ground.

Tree roots are a common cause of sewer drain clogs and collapses, which usually lead to a backup. You can be careful where you plant trees, but sometimes tree roots from neighboring yards can find their way to your sewer drain.

Another cause is old sewer drains disintegrating and collapsing over time. This usually happens in only very old neighborhoods where cast iron and clay pipes were once the norm. Ah, the joys of owning a piece of history!

If you suspect either of those two scenarios as a potential problem, you can have a video inspection of your sewer drain performed by a plumber. The inspection, as well as a repair job might be costly, but it would be well worth it to avoid a backup.

How do you know if you need an inspection? It's simple: You listen to your house. Your house is always telling you something. The key is to know what it means. If you notice a loud, prolonged gurgling sound when you run water down a drain or after you flush the toilet, you might want to pay closer attention. If you actually see water coming back up through the drain in the tub when you run the water in the sink, you'd be smart to have a plumber look into it; there's something going on there. You might just need some drain cleaner, but it might be more serious, so don't put it off.

As always, ServiceMaster by Cornerstone is available 24/7 to deal with sewer back ups (and most other disasters). Hey, somebody has to do it.

3 Things You Need To Know About Hoarding and Estate Cleanup

In the last few years, America has become very familiar with the term "hoarding". Thanks to television shows like "Hoarders", awareness of the problem is at an all time high. The general public is starting to understand that hoarding isn't about people simply being lazy and gross, and that it isn't a hopeless condition after all.

As a result, hoarder cleanup services are now in high demand, but many regions of the country still have a shortage of reputable resources in their area. That's why ServiceMaster recently made the decision to begin intensive hoarder cleanup training for select personnel, taught by none other than extreme cleaning expert, Matt Paxton of tv's "Hoarders." I'm happy to report that ServiceMaster by Cornerstone is now well trained and experienced in hoarder and estate cleanup.

So, aside from the bizarre willingness to tediously sort through piles of other people's stuff, dispose of dead rodents (and long lost pets), and sometimes smell pet urine all day, what makes ServiceMaster by Cornerstone any different than the guys with a couple of trucks who do extreme hoarding cleanups on the side at a "bargain" price? The following is a list of three reasons it makes sense to call trained professionals:

1. Extensive Training - There's a lot more to hoarder cleanups than just hauling stuff away. That approach will only result in having the same situation again a few months later. Our technicians have been through training that not only teaches the technical aspects of extreme cleaning, but also consists of learning about the underlying condition that causes hoarders to do what they do. Our team has learned the patterns of behavior that they can expect from the hoarder during a cleanup, and how to compassionately and effectively handle those obstacles. We have learned that hoarders must be on board with the project and actively participate in order to give them the best chance of not falling back into their old behavior again.

Understanding how to properly respond to hoarders who can at times become angry and uncooperative is essential to keeping the process moving towards a successful outcome. The last thing we want is for our customer to spend good money on a cleanup, only to once again be up to his or her eyeballs in magazines, empty food containers and stray cats a few months later.

2. Reputation - Plain and simple: You don't want to hire someone to do your cleanup who might start the job one day and disappear the next; it really happens sometimes. As part of the ServiceMaster brand, ServiceMaster by Cornerstone is obligated to uphold the industry standards that have made ServiceMaster a trusted name since 1929. We're not out to make a quick buck and then disappear. We're here today and we'll be here tomorrow, God willing. That kind of consistency makes us reliable to our customers (and possibly a little boring, so it's good that we get to drive flashy, yellow trucks).

3. Licensed and Bonded - Where peoples lives, homes and belongings are concerned, you want to work with a company that is conscientious about the people they hire, compliant with regulations and standards of operation, and bonded to cover any damage to your property or injuries to employees that might occur on your property. Those "bargain" companies might offer bargain prices for a reason. After all, it's easy to price your services lower when you aren't paying for insurance or employee training and background checks, or any of the other things that are designed to safeguard the customer.

We hope that you'll keep these three things in mind when a family member, client or neighbor needs help with an extreme cleanup. Hire the "bargain" guys to mow your lawn, but leave the extreme cleaning to the experts. You'll be glad you did.

8 Reasons to Pre-select Your Emergency Water and Fire Mitigation Company

Does your facility or place of business have a detailed Emergency Services Plan?

 

Benefits of pre-selecting your emergency mitigation contractor:

·       Relationship: You will know us and we will know you before an emergency occurs. 

·       Familiarity with your building: We will be familiar with the layout of your facility in advance, and even have a copy of your floor plan. 

·       Facility walk-through: We will perform a walk-through of your facility, noting all essential details, as well as any apparent problems that could lead to water damage or a fire disaster. You will receive a full report that includes photographs and suggestions. 

·       Knowing your do’s and don’ts: You can make us aware of your preferences, organizational rules, and expectations, before an emergency occurs.

·       Awareness: We can explain our processes, equipment and pricing with you so you know what to expect before an emergency occurs. 

·       Priority: We can enroll you in ServiceMaster’s national disaster recovery program which ensures that your facility gets priority status over non-enrollees during a large scale disaster event.  

·       ESP: We provide a comprehensive, detailed, written Emergency Services Plan (ESP), plus a backup thumb drive copy for all authorized personnel.

·       No Cost: There is no charge for any of our preparation services

Trauma Cleanup - The Dark Side of Disaster Restoration

No disaster restoration job is exactly pleasant, but most of the time they're not too bad. You clean up some water damage or deal with some smoke and fire damage, and maybe there's an occasional sewer backup to keep things interesting. Then, once in a great while, there's the dark side. Here's a recent example:

It was a nice afternoon. The technicians had finished up a great week and the day's work was almost complete. The weather was perfect and we were all looking forward to the weekend. Then the call came in for the kind of cleanup job we wish we never had to get; the very worst kind of job a disaster restoration company has to do - trauma cleanup at a death scene.

This particular job was at a home where a person had passed away and gone undiscovered for several weeks. I know it's hard to imagine someone being that isolated in this age of cell phones and social media, but it still happens sometimes, unfortunately. The authorities had already removed most of what remained of the former occupant by the time we got the call.

Our technicians loaded up and headed out to the scene, prepared to handle the situation as discreetly as possible. The deceased lived in a rented home, so discretion was an extremely high priority since the home would have to be leased again after it had been completely restored and deemed fit for habitation. Since ServiceMaster by Cornerstone does everything from carpet care to flood and fire cleanup, nobody in the neighborhood had to know why our team was there. For all they knew, our techs were there to simply clean carpet - a common procedure for rental properties getting ready for a new tenant. Still, our guys had to be very careful to keep things as low-key as possible.

To further complicate matters, our team arrived on the scene to discover that a pet had been trapped in the home with the deceased the entire time. Animal Control eventually came for it, but we wondered what they would do with a pet that was likely exposed to that kind of biohazard. We all speculated that adoption would surely have to be out of the question. We later found out that we were correct in that assumption.

For all the obvious reasons I'll spare you the most intimate details describing a scene like that, but I will tell you that even after a body is removed by the authorities, there remains a significant amount of biological matter to remove, simply due to the decomposition process. Our technicians have to dispose of all removable materials that come into contact with the biological matter.

There's also the issue of odor, which most people probably don't realize is a more complicated problem than you'd think. Spraying some disinfectant just won't cut it. After weeks of decomposition, everything in the area is usually permeated with the odor. That includes furniture, walls, flooring, and sometimes even insulation in the walls. One of our technicians described to me how he became severely nauseated when he removed his mask and respirator as he exited the home. He only caught a faint wiff of the odor, but it was enough to cause a significant physical reaction. The good news is that methods, machines and products have been developed that deal effectively with even the worst odors, so even the air is restored in our clean up process.

Fortunately for us (but sadly, not for the deceased), there were no grieving family members or close friends at this scene. That's often not the case, and that factor can add a lot of emotional stress for the technicians handling the job. It doesn't matter how tough you think you are; it's heartbreaking to see people in the depths of grief for their loved one. That does, however, serve as a lasting reminder that this is a people business, and that the deceased was a human being who was loved by someone. You can sometimes look around the scene and see the person's belongings just as he or she left them. You see things like their books, photos and clothing, and you get a sense of who they were and what they liked. It's a very personal thing.

Some of our technicians have seen it all: Natural death scenes; suicide scenes; violent murder scenes; accident scenes - you name it. Fortunately, trauma jobs aren't a weekly occurrence for us. Still, I'm sure our team would rather live in a world where stuff like that never happens. The best they can do is make the scene look (and smell) like it never did happen.

Most of the information in the paragraphs above is second hand to me, thankfully. It comes from the very detailed (sometimes too detailed) descriptions given to me by our technicians upon my request for information - and even sometimes when I didn't ask. Almost all of them are used to it at this point in their careers; at least as used to it as you could expect someone to be. What I described to you is really all you want to know about what it's like to be involved in a trauma cleanup. Trust me, it is.

So, moving on......

It's sometimes asked why trauma cleanup is so costly. While we always strive for fair market pricing on all our services, we realize trauma cleanup isn't cheap. Aside from the fact that most people would say you couldn't pay them enough to do it themselves; part of the reason for the cost is that the process involves complying with several local, state and federal regulations. Biohazard cleanup requires suiting up in protective, disposable garments and gloves, as well as wearing masks with respirators. All of that has to be done to protect the technicians from possibly harmful bacterial and viral hazards. Even if our company didn't require that level of protection (and we do), OSHA, the Occupational Safety Hazard Administration, requires it.

The disposal of all biologically contaminated materials also adds to the cost. The Tennessee Department of Environment and Conservation has guidelines that require special disposal techniques that have to be done by qualified, licensed contractors. That means we have to contract with a biohazard disposal service who can destroy the materials properly and in compliance with state regulations. That can be costly since biohazard disposal is a very specialized skill and a highly regulated industry.

That concludes our walk on the dark side. Now go outside and let the sun shine on your face for a few minutes, breathe in the fresh air, and think happy thoughts.

Signs That You Have Hidden Water Damage

Homeowners are always on the lookout for potential disasters that could result in significant property damage and water damage is usually a top concern.  While it is quite easy to spot water damage from flooding, it is possible for hidden water damage to occur in a home.  It is important for water damage to be addressed immediately to prevent permanent damage which is why hidden water damage can be dangerous and require the immediate services of ServiceMaster by Cornerstone in Memphis, TN.  The following are signs to look for that may indicate hidden water damage in your home.

If water damage goes undetected for too long, it could lead to permanent structural damage which can be very expensive to repair.  Locating hidden water damage early can help you avoid costly repairs.  One possible sign of hidden water damage is an increase in your water bill.  If your water bill has increased more than usual in the past 3 to 6 months, this could mean that there is a water leak somewhere in your house.  Contact the water company if this happens to make sure there are no mistakes on their end as a faulty meter could be the culprit in rising water bills.

In addition to the change in the water bill, there are other signs of hidden water damage that can be identified within your home.  One telltale sign of hidden water damage is crackling, bubbling, or peeling paint or wallpaper.  This usually means that there is a water leak behind the wall and the area should be further examined to find the damage.  However, the crackling and peeling of paint or wallpaper may not appear until the water has caused significant damage.  Watching for discolorations in the walls or ceilings may help you locate the water damage much sooner as this could also indicate a leak.  Another strong sign of hidden water damage is the presence of mold.  Mold needs a source of moisture to survive so just its mere presence could indicate a water problem. 

Knowing the possible signs of hidden water damage is crucial for homeowners because if water is leaking in your home undetected, it could cause thousands of dollars’ worth of damage before it is discovered.  Make sure to keep an eye out for these warning signs and if you find or suspect water damage in your Memphis, TN home, do not hesitate to call us for professional water damage restoration services.

Let's Talk About Something Gross

Let's just lay it out on the table and talk about it. For one reason or another, the space you occupy is occasionally going to stink; it's just one of those unpleasant facts of life. Go ahead and spray, or use your diffusers, but we all know what's going on. Don't be ashamed; stink isn't always an indicator of your house keeping or personal hygiene habits.

While some smells (like what you cooked for supper last night, or the trash you forgot to take out before leaving town for a week) fade away when you remove the source and open a window for a while, others just linger for what seems like an eternity.

Here's a good example: Antique furniture. I know people who refuse to own antiques because of the smell. I inherited my grandparent's furniture, which remained in their home for about forty five years, while they and my uncles all smoked around it every day (and if you watch Mad Men, you know that almost everyone smoked in those days). That fine mahogany wood soaked up smoke for years, giving it a distinct odor that contaminated every room in which it was placed, even decades later.

In our line of work, we've seen several scenarios: Smoke from kitchen fires stinking up everything in the house; odors from squirrels or raccoons raising their families (and dying) inside the walls of homes and businesses; odors in homes and offices whose former occupants were smokers, but whose newest occupants are not; and even odors from years of cooking rather exotic and spicy recipes over and over until the smell has saturated everything around it.

You might wonder if anything can be done about such odors. Well, I have good news: There's a good solution, based on science and designed to attack the stink at its very root. Technology is a wonderful thing, and there is a machine to solve nearly every problem in modern life; stink is no exception. Here's the low down on the equipment we use to blast that stink:

Ozone Chambers and Portable Ozone Generators

Ozone is a popular method of removing smells, especially smoke odors. Ozone is like fresh air on steroids. Instead of the two atoms of oxygen that the air we breathe contains, ozone has three. That third oxygen atom is the key. It attaches itself to the molecules of contaminants and neutralizes those molecules by changing their structure; eliminating or at least greatly reducing their odor, often to levels that are undetectable by the human nose.

Furniture with smoke odors caused by a house fire can be placed in an ozone chamber with highly concentrated levels of ozone, and within a matter of twenty-four hours the smoke odor is usually gone, depending on the level of saturation. The same holds true for that stinky antique furniture I mentioned earlier. Nothing you buy on the air freshener aisle at the supermarket could ever do that.

We've also used portable ozone generators for removing pet odors from rooms, or to freshen up a kitchen. The ozone levels in a portable aren't as concentrated as in a chamber, but it works well if (for instance) you had a small grease fire in your restaurant, and you want to run the machine overnight so that the air is fresh for your customers the next day.

The important thing to know about ozone generators is that while they are in operation, humans and pets must not inhabit the area because high levels of ozone for prolonged periods of time can be detrimental to their health. After the machine is switched off, however, ozone atoms dissipate to safe levels in a matter of minutes.

Ozone chamber

Hydroxyl Machines

More and more, hydroxyl machines are being used for odor control in the restoration industry. Hydroxyl machines are generally promoted as a safer alternative to ozone, and are often preferred based on the idea that buildings where a hydroxyl machines are being used can remain occupied by humans and animals, whereas they would have to be evacuated if ozone technology were being used.

Studies done on the safety of hydroxyl technology have been conflicting in the past, but the arguments for its safety are based on the fact that hydroxyl radicals (the reactive molecules that change the air and neutralize odor molecules) only have a half life of less than two seconds. The newest research indicates that atmospheric hydroxyl radicals are much too reactive to survive being ingested by the body. That's scientific jargon for this: A hydroxyl radical molecule is like your youth and money; gone in the blink of an eye.

Another advantage of hydroxyl is that the molecules are smaller than ozone and are thought to penetrate a little deeper into materials, making them a bit more effective at removing odors than a portable ozone generator. Also, hydroxyls operate well in warm, highly humid environments. When you consider that ozone generators require cool, dry environments, you have to give hydroxyl another point; especially when you take into account that a lot of fire job sites are still wet when remediation work begins.

Hydroxyl machine

Are there situations where the odor saturation is so much that even an ozone chamber can't remove it completely? Sure, but those situations are usually ones where there was a fire and the materials were just too close to the source of smoke for too long. In most instances, however, odor doesn't stand a chance against our technology.

So, just remember that you don't have to put up with stink. Life is short, and it should smell as good as possible as often as possible. Call us and put an end to that stink.

Accelerated Slab Drying: The Fast Way Back To Normal

When homes with hardwood floors suffer a water disaster, time is of the essence. If the floors are dried quickly enough, sometimes they can be saved. More often than not, however, the damage is just too much. When those floors have been installed over a concrete slab foundation, there's more to replacing them than just tearing up the old floor and installing the new one.

Concrete is very porous and soaks up moisture quickly. Left alone, it slowly releases most of that moisture over time if the environment is dry. That's the problem. If new hardwood flooring is installed before that concrete slab releases the right amount of moisture, the new floors will simply absorb that moisture and begin to warp.

Since drying naturally could possibly take months, depending on the level of saturation, most people prefer a quicker solution that will get their homes back to normal as quickly as possible. That's where ServiceMaster by Cornerstone steps in with a solution: accelerated slab drying.

After the old, damaged flooring is removed, we begin the process by extracting any excess surface water. Then our team begins setting up for a technique we call "tenting". Tenting involves covering the affected area with thick, plastic sheeting which is secured to the floor with heavy, oblong sandbags.

A desiccant dehumidifier is then connected to a port in the tent and vented through another port that allows moisture to escape and be collected by the dehumidifier, which then discards the excess moisture into a container or through a window port. This all happens because the hot, dry air of the dehumidifier drastically raises the temperature in the concentrated area under the tent and speeds up evaporation. That, combined with the drying properties of desiccant, creates an environment under that plastic where excess moisture doesn't stand a chance.

In situations where multiple rooms are affected, or where the area to be dried is very large, a process that involves a long network of large plastic tubing is used in addition to tenting. The plastic tubes carry the dry air from the dehumidifiers to each location throughout the entire affected area, while another network of tubes collects the moisture and discards it.

Once an acceptable moisture level is reached, equipment is removed and installation of new flooring can begin. Done correctly, an accelerated slab dry will reduce drying time to a matter of days instead of weeks or months.

Why You Shouldn't Put Off That Insurance Policy Review; An Emergency Service Provider's Perspective

How often do we get those cards in the mail from our insurance agents, reminding us to schedule a policy review? How many of us have actually called them to schedule one? After all, we're busy living our lives, and time is at a premium these days. Maybe our insurance agents could just look over things for us and let us know if they notice any gaps in coverage. That would work, right?

That might sound like an easy solution, but it's just not realistic. Our insurance agents, though smart and knowledgeable, are simply not psychic. They have no way of knowing about that expensive home addition we just built, or about the valuable antiques we've collected since we purchased our homeowner's policy all those years ago. Unless we tell them, they can't possibly know.

Our life circumstances change. We have children, we acquire new things, we retire. All of these are things our insurance agents need to know about in order to make the proper coverage recommendations.

Because of the type of work we do at ServiceMaster by Cornerstone, and the things we see first-hand, we believe we have a unique perspective on the importance of proper insurance coverage.We know that the unthinkable does happen, even to the best of people, and no one ever expects it. Time and again we see people with coverage issues they wouldn't have had if they'd just done that  policy review.

Think of it this way: In less than the amount of time it takes to watch a typical basketball game, you can meet with your insurance agent and be sure that the things you've worked hard for are adequately insured. From our perspective at ServiceMaster by Cornerstone, the time you spend to review your policy might be one of the wisest time investments you ever make.

Moldiplication?

When I was a kid my parents bought my sister and me a couple of small, white rabbits as Easter presents. Both of them were female. When they were fully grown we wanted baby bunnies again, so we traded one of them for a male. As you might have guessed, it wasn't long before things got out of hand and we had more baby bunnies than we could handle. I'd never seen anything multiply as quickly as those rabbits. That is, until I was introduced to mold.

Mold is everywhere, so we might as well get used to it. We might not always see it or smell it, but the spores are present in every place, indoors or outdoors. The only thing that keeps mold at bay indoors is maintaining an environment where the spores can't grow for long without drying out and dying.

The important thing to remember about mold spores is that they're opportunists. The opportunity they're looking for is moisture at the right temperature that persists for more than 24 hours. Once they find the right conditions, spores begin the work of multiplying. Then you get a rabbit scenario, only exponentially worse. I call it moldiplication.

Now, just because you have some excess moisture, it doesn't necessarily mean you're going to get rapid mold growth after 24 hours. Several factors apply, such as the number and type of mold spores present and the temperature and humidity of the environment, among other things. Still, given enough time, mold will always gain a foot hold in a damp environment.

The best way to combat mold is to prevent it in the first place, of course. Like I mentioned earlier, it's an opportunist, so take away the opportunity at every turn. If you have a leaky roof, water pipe, shower pan or other source of gradually building moisture, get it fixed right away and dry up the water quickly and completely. I promise the problem will not go away on its own no matter how long you wait, and it's sure to become more serious and expensive the longer you put it off.

Still, sometimes you get a moisture problem in a place where it isn't easily noticed right away. If that happens and mold forms, the quicker you act, the less chance there is of it getting out of control. The question then becomes whether you should try to clean it up yourself or call in professionals. That's a judgment call we all have to make for ourselves, but mold clean up isn't an easy task, and after all, isn't it dangerous?

We've all heard of the dreaded " toxic black mold". That term is a bit misleading. The mold itself isn't actually toxic, but certain mold does produce mycotoxins. According to the CDC:
There are very few reports that toxigenic molds found inside homes can cause unique or rare health conditions such as pulmonary hemorrhage or memory loss. These case reports are rare, and a causal link between the presence of the toxigenic mold and these conditions has not been proven.
In 2004 the Institute of Medicine (IOM) found there was sufficient evidence to link indoor exposure to mold with upper respiratory tract symptoms, cough, and wheeze in otherwise healthy people; with asthma symptoms in people with asthma; and with hypersensitivity pneumonitis in individuals susceptible to that immune-mediated condition.

That's not really the definitive answer most of us were probably looking for, so caution with mold is still warranted. But what if you don't think the mold you have is the toxic kind, or you're not allergic to it and you want to just leave the it there? There are literally thousands of types of mold, and since there isn't any way to know which type of mold you have without laboratory tests, the CDC and the EPA both recommend removing all mold found indoors, regardless of the type. That's sound advice. Besides being gross, smelly and potentially hazardous to your health, there are other practical reasons to have mold removed. Mold will continue to spread if it isn't removed, causing damage and discoloration to the things on which it grows. It'll even cause wooden structures to rot.

So, knowing that you won't necessarily become sick from trying to remove the mold yourself, should you call in mold experts to remove it anyway? The answer is probably yes. That is, if it's more than a little bit growing on a non-porous structure. After all, spraying a little bleach on the mold and wiping it off the wall isn't a permanent solution, as our technicians have seen many times in homes where the owners thought they'd solved the problem themselves, only to have it return with a vengeance. Think about it: If mold has appeared on the surface of a wall or ceiling, then that means there's likely a lot more of it embedded behind the surface.

Remediating embedded mold requires a very thorough process that includes sealing off the area to prevent spores from spreading when the mold is disturbed; removing porous materials that are affected (such as drywall); removing the mold from other surfaces (like wall studs) and treating them with microbial agents that kill mold and prevent its return; using dehumidifiers to eliminate all excess moisture in the area; careful disposal methods that make sure the spores from the removed mold are contained and unable to contaminate other areas; and a thorough air duct cleaning if the central heat and air system is affected.

Knowing all that, doesn't it make sense to give us a call when you notice moldiplication in your home or building?

Contain and Protect: It Matters
To Our Customers


Drying out a water damaged home can solve one big problem, but it can also create another one if the right measures aren't taken.

Biological pollutants should always be considered when drying wet ceilings, walls and floors.

According to the American Lung Association:
Biological pollutants include molds, bacteria, viruses, pollen, animal dander and particles from dust mites and cockroaches. These may cause infections, provoke allergic symptoms or trigger asthma attacks. 

Since the drying process often requires forcing air at high velocity into wall and ceiling cavities where dust and other small particulates reside, our customers and the unaffected areas of their homes need all the protection they can get from biological pollutants.

That's especially important for those with respiratory conditions or allergies; and, of course, it's always a best practice to keep clean spaces clean.

The easiest way to deal with all of those issues is to contain the affected area and prevent the spread of dust, debris, and other small, airborne particulates throughout the home whenever possible.
Using thick plastic sheeting; foam board; adjustable poles; and a few other materials, water restoration technicians will:

• Create a barrier between the affected area and the rest of the home, installing zippers for easy access
• Cover all contents left within the affected area
• Cover all window blinds in the affected area
• Cover all air vents and returns with a thin, breatheable fabric that filters particulate

A few extra steps can make all the difference for our customers, and when it comes to their health and protecting the undamaged areas of their homes, it matters to us.

Be Prepared. It's Not Just A Motto For Boy Scouts

Are you prepared for a large-scale emergency situation?

Recent record snowfall around the U.S., as well as the upcoming tornado season, once again brings to mind the need for emergency preparedness.

Possible scenarios include earthquakes, tornados, flash floods, blizzards, and even acts of terrorism. Whether the event happens while you're at home or while you're traveling by car, you might need to quickly relocate to a safer area.

While you can't be prepared for every possible situation, there are some basic things you can do to greatly increase your family's chance of survival if you become the victims of a major disaster or are somehow stranded in harsh conditions.

One of the best ways to prepare is to make a 72-hour emergency kit for every member of your household. An emergency supply kit doesn't have to be expensive; it only needs to contain enough essentials to help you get by until help arrives.

An inexpensive school backpack would work fine to hold your supplies, and it should be small and light enough to be easily portable. You want something you can grab quickly and get out if the situation calls for you to leave your home (or car) in a hurry and under dire circumstances. Putting it together can be a fun family project. Get creative with it and experiment a little; you'll learn a lot.

The following is a bare bones list of essentials that you'll be glad to have with you if a disaster occurs:

• Change of clothes / shoes: This should be kept season-appropriate, so when winter comes, replace those cotton socks with wool ones and add a warm shirt.
• Water: Have a 48 oz. container for each person. It won't be enough for comfort, but it'll keep you alive for 72 hours in most circumstances. You might also want to consider a means of water purification, such as a small, portable filter or purification tablets.
• Food: Some energy bars like the ones athletes use don't take up much space, but they're packed with calories and will help you keep your energy up. Nine or ten for each kit should work.
• Mylar emergency blanket: They're also commonly referred to as "space blankets". They're thin, but they can help you preserve body heat if you get wet or chilled.
• Cash: ATM's and credit card readers might not work in a major disaster if the power is out.
• Flashlight and extra batteries
• Multi-tool, like a Leatherman or Swiss Army knife
• A small first aid kit with bandages and antiseptic
• Lighter or waterproof matches. A heat source can be a life saver if you're stuck outdoors in cold weather.
• Plastic tarp or poncho: Good for protection against wind and rain if you're stuck outside.
• Copies of important documents: Keeping these on a flash drive with a second one as a backup could save you a lot of headaches in the aftermath of a disaster.

Of course, there are several things you might add for an even better kit, but if you have at least these things and you keep them in an accessible place (like under your bed, in a closet by the back door or in your car), you can grab your pack and go without being left helpless and empty-handed if a disaster should force you to relocate quickly and without warning.

Pop Goes The Plumbing; The Freeze of January 2014.

In case you didn't know, the freeze of January 2014 was a monumental catastrophe in the mid-south, and we don't use that term lightly. We'll be telling our grandchildren about this one. Many people are still dealing with the effects of it, and it could be months before life is back to normal for some of them.

Sure, you couldn't see the devastation by merely driving through the streets like you could if it had been a hurricane like Sandy, or if it had been a flood like the one in Nashville a few years ago. Even so, you'd never know the difference by the number of emergency calls received by our franchise and other local disaster mitigation companies last month.

Water damage from frozen pipes that burst after the hard freeze the first week of January affected what we can only guess was thousands of homes and businesses in the area. We had over 170 requests for service in three days.

The calls flooded in all at once (pun only slightly intended), and nearly overwhelmed our office staff. We had expected a big increase in volume because of the freeze, but the volume of calls we eventually got was far beyond anything we had imagined. We have a whole new level of respect for our customer service representative, Trudie, who showed an incredible amount of grace under pressure. It's not easy dealing with people who are (in many instances) in a panic because their home or business is flooded, but Trudie did so with patience and sympathy for the customer. She even called each one of them back every other day until we were able to get to them, just to reassure them that they had not been forgotten.

Our crews of technicians, having already worked a full day on several other big water losses when the calls started coming in, mobilized quickly and began stabilizing the situation for as many customers as possible.

It's hard to know where to begin in a situation like that. Do you prioritize based on the order the calls were received, or do you base your response on the level of crisis the customer is experiencing? We decided to base it on the crisis level, making the ones that presented serious safety concerns the highest priority. If there was standing water in a large portion of the structure, and if there were ceilings or walls becoming unsound, we wanted to stabilize the situation immediately.

Our water technicians worked late into the night on that first evening, many of them having worked late the night before.  Hats off to them, by the way; we've never seen people work as hard as those guys did. They sacrificed sleep; they sacrificed plans they had made; and they sacrificed time with their families to make sure we could do our best for those who depend on us in an emergency.

Temperatures are starting to warm up now, and spring is just around the corner. It looks like the worst of the cold weather is probably behind us for this year. Now the spring rains and the storms that come with them are on our minds. I hope all the Memphis area roofs are water-tight and ready for that, but if not, we're ready to respond.

This Is What We're All About

This hangs in our office to constantly remind us what we're all about.