Job of the Quarter (Q4 2020)

10/20/2020 (Permalink)

PrimeCare Medical Rebuild

This year has undeniably catapulted us into strange, new challenges and situations. Out of those challenges, however, we learned that adopting a “let’s figure it out” mindset, looking for alternatives, and adapting to whatever comes our way are all crucial in order to thrive. It’s important to remember that this attitude can facilitate success at any moment, not just during a year characterized by unpredictability.

We stand by “7 Pillars” here at Team Wall, which consist of “Solutions, Hustle, Persistence, Team, Accountability, Consistency, and Quality”. Our team strives to embody these qualities every day. To us, they’re much more than buzzwords that are written on the wall. When it comes to our customer service experience, they’re the qualities that set us apart.

When it comes time to pick our Job of the Quarter, we look for a job that both illustrates and embraces our 7 Pillars. The work that we completed this quarter at PrimeCare Medical not only fulfilled that requirement, but it also defied a common stereotype associated with SERVPRO, that we “don't do rebuild work”. This just isn’t true. You can count on SERVPRO to handle every aspect of the job, from start to finish.

We received a call around 3 AM one morning about a building that had experienced a sprinkler head malfunction and needed emergency services for water mitigation. The building had undergone overall structural damage as well as water discharge affecting over 2 dozen second floor offices as a result of the water. Arriving onsite at 4:20 that same morning, our team was ready to start working. When we say that our response time is on point, we aren’t exaggerating.

It was decided after a meeting with the building’s ownership that our team would get started on the rebuild process as soon as the demo and mitigation services were complete. On the surface, that conversation sounds like it was quick, but a great deal of time was devoted to discussing “Rebuild”. It was unknown to the customer that SERVPRO performs reconstruction work and, as a result, they were hesitant to trust us with this portion of the job. However, our unbeatable lead time, which allows us to start reconstruction work immediately after mitigation services are completed, is what helped us to obtain this opportunity. Often, when working with multiple vendors, it’s difficult to match that rapid turnaround time. Here at SERVPRO, we know just how valuable time is, especially in commercial work.

Our team spent the following 3 ½ weeks hustling to finish the water mitigation and demo process for the building’s contents and structure. While this was going on, we were also working behind the scenes to plan and prepare for the process of reconstructing the affected areas. Committing to a turnaround time of 60 days, we knew that our success depended on our preparation and planning.

And succeed we did. Our response and successful fulfillment of their requests left the customer so pleased with our work that they decided to give us additional repair work in order to finalize the restoration and rebuild operations for the building. We agreed to a 30 day completion time in order to get the company back in their building quickly.

No job is ever the same, which is why we make it a point to maintain regular contact with our customers. In doing so, we can confirm that we’re meeting the customer’s unique needs. This job for PrimeCare Medical was no exception. We communicated regularly with the ownership and key stakeholders, keeping them up to date on every step of the process.

We aim to be your “one-stop-shop” after any disaster here at SERVPRO Disaster Recovery Team - Team Wall. We have built a talented and strong Reconstruction team over the years Over the years, our Reconstruction department has grown into a skilled, strong team that satisfies the well-known SERVPRO line, “Like it never even happened.” We can’t even begin to express our gratitude for opportunities to help companies such as PrimeCare Medical every day. We hope to have the opportunity to do the same for you and your customers in the future.