Welcome back to another episode of Ask The Expert. This week, we’re joined by Coty Jones, Regional Business Coach for 1-800 WATER DAMAGE. We’re discussing fire restoration, what you might overlook on a fire loss, how to prepare your team, and the importance of exceptional customer service.

Here are the key topics of discussion:

• Fire suppression efforts often create water damage in addition to the fire damage. Coty shares how the team at 1-800 WATER DAMAGE handles both, so homeowners don’t have to coordinate with additional contractors.
• One area restorers often overlook is soot behind outlet and switch faceplates. If you miss it, a homeowner could potentially recontaminate a fully restored home simply by plugging in an appliance.
• Safety and PPE come with costs, including labor, materials, and safety stations. But if you don't properly document their use, you risk losing the opportunity to recover those costs.
• We often hear the term "white glove service" in restoration, but what does that actually look like? For Coty's team, it means meeting a homeowner wherever it's convenient, even if that's a gas station for 20 minutes, helping recover an expensive watch collection, and maintaining consistent communication throughout the process.
• Safety is non-negotiable for Coty and his team. Each technician has their own PPE bag, logs PPE exchanges, and checks in with fellow team members. These practices help keep safety at the forefront of every job.
• We talk about documentation all the time, but it's what helps you get paid for the work you perform. It's not just about taking notes. You need to capture the entire loss through photos, videos, 3D scans, and written sign-offs from everyone involved.