Welcome back to another episode of Ask The Expert. This week, we’re joined by Mark Robertson, Key Accounts Manager for Benefect and Fiberlock. Mark shares his insights on the importance of deodorization in fire restoration and the importance of communication with your customers. 

Mark dives into: 

• The importance of deodorization in fire restoration. Not only is it a major part of completing the job, but your customer’s sense of smell can also trigger strong emotional memories that can cause them to flash back to their loss.  
• Even when the “visible” work is complete, hidden odors or phantom odors can resurface if the contamination wasn’t fully removed. We often see that when a building “burps” during seasonal changes.
• One of the most common fires customers see are kitchen fires. The next two more common fires are electrical failures and battery fires.
• Mark shares a best practice message: “Treat the visible damage and the invisible contamination, because smoke and odor can live in wall cavities, materials, and other hidden areas long after the surface looks clean.”
• On fire jobs, coatings should always be part of the conversation, not an afterthought. Mark recommends that restorers take the time to explain and recommend this option up front, explain the long-term risks if it isn’t applied, and if the customer declines, it should be documented. These key steps help prevent callbacks.
• One story that really stands out to Mark is of a job that “looked” finished, but it still didn’t “smell” right to the homeowner. The restorer did their job properly, but the customer couldn’t get past the smell they associated with their loss. The restorer deodorized the home, and the customer was relieved when their home was returned to pre-loss condition.  

This episode of Ask the Expert is brought to you by ICP Group.