How to Build, Scale, and Future-Proof Your Restoration Business

Voda CEO Dan Claps shares KPIs, culture strategies, and growth habits for long term success

On this episode of Ask the Expert, Kayla McGowan sat down with Dan Claps, CFE, CEO, Voda Cleaning & Restoration. The restoration industry has been anything but predictable lately, and Dan shares his insights on building, scaling, and future-proofing your business, regardless of the trade.

Dan introduced franchise development in 2023. He’s guided Voda Cleaning & Restoration to grow significantly to almost 100 owners and more than 230 locations across the country. Dan brings over 10 years of franchising experience, including a successful exit from a franchise lead generation company in 2022. Dan is known for his expertise in franchise expansion and lead strategy.

Key topics of discussion with Dan include:

Implement "TIF" (the important few) KPIs like on-time arrivals, 5-star reviews, and upsell opportunities to drive operational excellence
Building an extraordinary culture is beyond breaking bread with your team and celebrating them; tailor your employee incentives to metrics they can directly impact, like customer reviews and job profitability, to build a true "people-first" culture
Dan shares a story where a reliable employee started missing shifts due to family obligations and Dan worked with him by adjusting his schedule so his employee could meet both his work and family responsibilities, reinforcing a people-first approach
Treat every job as an opportunity; even small tasks can lead to larger, more lucrative work down the line if you deliver exceptional service (Dan’s team turned a carpet cleaning job into a $75,000 commercial job from a satisfied customer!)
Fun Fact: One of Kayla’s favorite musicians is Kehlani. Dan put her on the spot to share the power of experience in your customer’s eyes
Proactively follow up with your customers every 6–12 months and send educational newsletters to stay at the top of your customer’s mind and generate recurring revenue
Leverage AI and technology for your back-office functions, and also invest in personalized, human-centric customer service to stand out
Adopt an "abundant" mindset — there is often hidden revenue potential right in front of you if you get creative

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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.