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When a disaster strikes, whether it be a hurricane, freeze, wildfire, or any other calamity, choosing a restoration services provider becomes a critical decision. Yet it is a decision that you may not be able to think through fully while contending with imminent damage that threatens to shut down your business and your employees’ livelihood.
That is why it is so important for businesses, governmental entities, insurers, and other organizations to assess restoration providers ahead of time, when you are not in a time crunch. Not all providers are created equal, and choosing the wrong option can lead to dire consequences—not to mention significant costs—for your company.
To help you make an informed decision, we have put together a checklist of what to look for when evaluating potential restoration services providers.
Consider the size and reach of the restoration services provider. The demands of disasters and emergencies make it hard for mom-and-pop shops to scale a response quickly or handle the needs of multiple customers given their limited resources. Their services are better geared toward day-to-day, small-scale events that are limited in their impact. Less established companies may not have experienced staff on hand to handle larger jobs or work around the clock when a disaster strikes. National companies may offer broader expertise and more reliable services, given their organizational depth and deep bench of trained employees.
Keep in mind that a local or regional disaster recovery business may cater to businesses in a specific area and struggle when travel is required. National providers can pull resources and equipment from different offices, extending their capacity to serve customers beyond their immediate geographic footprint.
Of course, not all restoration providers are created equal. Some larger enterprises consist of a network of franchises. If you are a national company and have a contract with a national provider, keep in mind that a franchise may share branding, but little else, with its parent company. There may be no guarantees that the quality of service and responsiveness will remain the same from location to location.
The ability to cover the location where you need services
Sufficient staffing to handle multiple projects simultaneously
A robust list of long-term and pre-vetted subcontractors should the need arise
A consistent approach to work and customer service, especially if a franchise of a larger business
Disaster recovery and restoration service providers often specialize in a particular type of recovery. For instance, most restoration service providers have extensive experience dealing with water damage. However, many projects that involve water damage also involve mold remediation and reconstruction. Some companies may be too specialized to offer these services, or they may lack the advanced equipment necessary to perform these services efficiently.
You should also consider the provider’s licenses and certifications. Look for more than just basic permits to perform the required work. Two restoration and disaster recovery qualifications to check for are the Institute of Inspection, Cleaning, and Restoration Certification (IICRC) and the Restoration Industry Association (RIA) Certification. Firms with these certifications must demonstrate proof of insurance, maintain a written customer complaint policy, and provide ongoing training for their technicians.
A history of handling projects similar to yours
Positive client references and referrals
Experience handling a range of disaster recovery projects, depending on the size and scope of your project
All appropriate licenses and permits plus IIRC, RIA, and other certifications for everyone on the job site
A company’s safety record is a good barometer to use to check the quality of a provider. Every company should be able to share its incident record. A poor track record for safety can be a hidden cost in a project. Incidents on the job can increase your costs and insurance premiums.
Companies should also be willing to share their training records. All restoration and disaster recovery professionals should know how to use personal protective equipment and how to identify, prevent, and control hazards. They should also know how to keep the work environment clean, orderly, safe, and in compliance with Occupational Safety and Health Administration (OSHA) standards. At a minimum, workers should have basic OSHA training, plus any additional courses that pertain to the scope of the job. For example, technicians may be required to complete training on Hazardous Waste Operations and Emergency Response (HAZWOPER) and or specialized courses on asbestos, lead, mold, and bloodborne pathogens.
A clean safety record
A low Experience Modification Rating (EMR), which reflects the company’s safety history and recordable incidents (lower than 1 means the company is better than the industry average from a claims standpoint)
An extensive training regimen, including OSHA 10-hour training for entry-level workers and 30-hour training for supervisors, with refresher courses
Established restoration service providers are likely to have access to state-of-the-art technology that can expedite projects. Access to innovative technology can accelerate repairs and restoration.
For example, state-of-the-art tools such as geospatial scans, aerial imagery, and thermal imaging hardware can assess buildings and property so you can accurately assess damage—even hidden damage such as water leaks. In turn, this technology can accelerate the insurance claims cycle, speed up the recovery process, and limit disruption to the business.
Tools that improve the accuracy of estimates, including drones, 3D scanning technology, and aerial imagery
Software that manages projects, pricing, and communications with insurance companies
Technology that identifies risks before they become problems, such as thermal imaging, moisture mapping, and electrostatic sprayers
Choosing the right restoration services provider is a crucial decision that can significantly impact the outcome of your project. By assessing key factors, such as the provider’s size, expertise, safety record, and technological capabilities ahead of time, you can ensure a smoother and more effective recovery process, minimizing both costs and disruptions.
Once you have chosen a provider, ask about an emergency response agreement (ERA). An ERA helps expedite recovery efforts and minimize business disruptions after a disaster because it identifies recovery needs, outlines the steps your provider will take to mitigate damage following a disaster, and establish a predetermined agreement for recovery services.
Click HERE To learn more about how an ERA with ATI can help you reduce stress and save time and money.