Ask the Expert

Beyond the Box: Contents Restoration with Strategy, Empathy and Expertise

Jessica Loveless shares expert strategies for contents restoration, leading with empathy on every job

On this episode of Ask The Expert, Jessica Loveless, Department Manager of the Contents Division at SERVPRO of Western, Lehigh County, shared her insights on contents restoration. Jessica built her department from the ground up. She leads a specialized team that focuses on personal property restoration, offering creative and expert solutions for complex contents jobs, and you can connect with her on LinkedIn anytime.

This episode focuses on:

The top strategies for breaking out a contents estimate and avoiding upfront costs or loss of profit on a job.
How she and her team approach packouts in a hoarder situation while maintaining efficiency, safety and respect for the homeowner.
Key factors that help determine whether fire-damaged items are salvageable or non-salvageable.
Common contents-related coverages issues they see and how they handle them.
Pros and cons of having a dedicated contents team versus using their other teams for contents work.

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Kayla McGowan is the Editor-in-Chief of R&R Magazine, with 10 years of experience in marketing and communications in the restoration and cleaning industry. She leads the editorial strategy for R&R and The Experience Events, creating content that informs and connects industry professionals.

Kayla holds a B.S. in Criminal Science and M.S. in Public Safety and Emergency Management from Grand Canyon University. She serves as Co-Chair on the RIA’s Marketing Committee.

Kayla is a Microbial Warrior®, a Certified Forensic Operator® and a High Risk/ High Level Decontamination Specialist™. Kayla is passionate about elevating the industry, is a food lover, enjoys spending time with her family, and embracing the outdoors.