Key Initiatives of 2024

3/12/2024 (Permalink)

Reflecting on 2023, owner Jim Wall says, "It was a year of positive change and growth. We had a successful year and we grew but it was not without obstacles." The past year wasn’t without its hardships, but SERVPRO Team Wall ultimately persevered forward. Jim remarks, "2023 required a significant amount of time creating, developing, documenting, and implementing processes." These processes will result in increased accountability and measurement of performance, allowing greater insight into the team’s performance and the ability to identify areas of improvement. Moving forward into 2024, Team Wall has its sights set on four key initiatives: emphasizing team, improving the customer service experience, refusing to accept mediocrity, and increasing profit to reinvest in the company’s growth.

Prioritizing Team

Embracing the "one team" mentality, regardless of individual office or department, will lead to success. Jim likens the "one team" mentality to rowing. He says, "We need all people rowing in the same direction and at the same time. If we’re able to work together and focus our efforts, there really isn’t anything we can’t achieve." He identifies collaborative problem-solving in place of departmental problem-solving as one way in which we can place a stronger emphasis on team in 2024.

Strengthening the Customer Service Experience

Customer service is present in all aspects of what SERVPRO Team Wall does on a daily basis and lasts through the entire lifecycle of the job. It is important to remember that it’s the same for many other companies. "There are many people who do what we do, but we can distinguish ourselves through excellent customer service," Jim remarks. But what makes a customer service experience with SERVPRO Team Wall stand out? "Everyone has a role in the customer service experience. It’s not just the crew chief and the production team. It’s the person who answers the phone. It’s the person who’s out in the field. We all have a role in making the customer service experience exceptional. We can distinguish ourselves by providing first-class experiences to our customers," he says. Team Wall always strives for the best possible customer service experiences, but we are always looking for ways to be better. One such way is refusing to accept mediocrity.

Excellence Over Mediocrity

"Many people accept mediocrity. We need to constantly be looking for ways to be better," Jim explains. He points to the use of technology, improving speed, and constantly self-evaluating as ways in which Team Wall can identify areas to improve upon. "It’s easy to settle for what we’ve done in the past," Jim admits, "but there’s always someone right behind us, looking to beat us." Being aware of where we need to improve, as well as understanding how to improve, are key to pushing past mediocrity. "If we have high standards and demand excellence of ourselves, it’s not that difficult to achieve excellence."

Reinvesting in the Company

Last but not least, Team Wall is always committed to increasing profit because, without profit, there is no company. Heading into 2024, Jim states that "we need to consider the financial implication of every decision we make." He continues, "things should be done for the good of the customer and the good of the company alike." Reinvesting in the company is essential to its continued growth and success.

Emphasizing team, striving for exceptional customer experiences, leaving mediocrity in the dust, and ensuring the future success of the company through continued growth in profit, SERVPRO Team Wall has a bright 2024 ahead.

Curious as to what SERVPRO of Harrisburg West can do for your home or business in 2024? Give us a call at (717) 761-2173 and check out some of our testimonials.

Spotlighting the Intake Team

3/12/2024 (Permalink)

SERVPRO Team Wall would like to spotlight the centralized Intake Team, led by Intake Operations Manager Kristen Kuser. The intake team is the very first line of contact for our customers when they call SERVPRO Team Wall. While they mainly handle customer calls, the intake team also speaks with adjustors and sometime even corporate. Listening to customers’ needs and determining what SERVPRO Team Wall can do for them, the intake team is responsible for setting up jobs and estimates.

The small but mighty and growing intake team is relatively new, having formed only five months ago. Formerly, the team was made up of localized office teams. Now, the intake team is centralized, taking calls for all offices. Hope Schofield serves as the Intake Lead. Additionally, there is an Intake Coordinator for each local office: Jessica Roberts for Hunt Valley and Harford County, Joanna Broyan for Harrisburg West, Bonnie Kent for Metro Pittsburgh East, and Brian Bui for Chantilly. Much of the team members’ days are spent communicating via Microsoft Teams, as the team has an active dialogue due to their need for constant communication throughout the day.

A typical day for the intake team includes the daily Work in Progress (WIP) meeting, reviewing the schedule for the day. They also utilize WorkCenter and Service Fusion (a service and dispatching app) to create job files and put jobs on the calendar for crews. After an already busy workday, the intake team and the mitigation administrative team work together as the on-call team for administration, available to customers 24/7, often answering the phone to frantic, after-hours customer calls when a water heater bursts at 3 A.M. With a job that is equal parts customer service and counseling, according to Kristen, who has a background in studying psychology, the team members are experts in keeping a level head while calming customers, who are oftentimes actively processing major life events when they dial our number.

Working on the intake team requires tremendous flexibility. Kristen shares, “Every single call is different, and every single circumstance is different. There’s no black and white process; we live in the grey.”

What’s on the horizon for this busy intake team? Kristen hopes to standardize the training process and get the process down on paper in order to build a uniform training process, emphasizing education about the systems the team uses and the insurance companies they deal with. The team is planning a roadshow to the offices in November to present their findings in constructing a standardized training process.

A long-term goal for the intake team is to cultivate a customer service-forward, centralized call center. Moving away from the localized aspect is difficult, but Kristen has faith that her team members will continue to emphasize customer service and personalize the experience for customers. “Whether it’s taking calls in a local office or taking calls in a centralized call center, solid customer service has to be the foundation,” Kristen says.

Such ambitious goals may appear daunting for a small team, but Kristen has complete confidence in her team members. “We all pull together. We all have each other’s backs, and that’s what’s really important.”

Want to learn more about what SERVPRO of Harrisburg West can do for your home or business? Call us at (717) 761-2173 to talk with one of our team members and check out our Company Profile.

Recognizing Our Q4 Employees of the Quarter

2/2/2023 (Permalink)

Please join us in congratulating our “Employee of the Quarter” award recipients for the fourth quarter of 2022: Dawnmarie Flanagan and Jannene Miller.

Here at SERVPRO Team Wall, we mark each quarter by selecting one employee from each of SERVPRO Team Wall’s offices, as well as one employee from our centralized team, to receive the “Employee of the Quarter” award. Team members recognized as “Employee of the Quarter” fully embody Team Wall’s 7 Pillars: Hustle, Solutions, Team, Accountability, Quality, Persistence, and Consistency. Additionally, they serve as role models for their fellow employees. Please join us in congratulating our “Employee of the Quarter” award recipients for the fourth quarter of 2022: Dawnmarie Flanagan and Jannene Miller.

Dawnmarie Flanagan – Centralized Team

A pillar of our centralized SERVPRO Team Wall team, Dawnmarie Flanagan shines in her role as Large Loss/Storm Team Job File Coordinator. She has worked with SERVPRO for almost 13 years, as she worked for another SERVPRO for 9 years before joining SERVPRO Team Wall in 2019 as Large Loss/Storm Job File Coordinator. Dawnmarie, a remote employee joining us from Boston, is wicked smart in her attention to detail and organization. Likewise, she is also wicked independent. Dawnmarie works hard to manage extremely complex job files and properly process them. In addition to thriving when working independently, Dawnmarie is also a fabulous team player, who is always willing to help and put in the hours required by the demanding restoration industry. This balance makes Dawnmarie the backbone of our Large Loss/Storm Department and we are wicked grateful to have her on our team. Thank you for all you do, Dawnmarie!

Jannene Miller – Harrisburg West Team

In her role as a Regional Account Manager, Jannene Miller is a critical member of SERVPRO Team Wall. Jannene has worked as an Account Manager with us since she joined our team in May 2021. She consistently focuses on the "Team" aspect of Team Wall and always puts the customer's needs first. One of the focal points of our sales team is increasing the number of customers we can add to our Emergency Ready Profile (ERP) program. Jannene has taken this challenge head-on and has been our clubhouse leader since SERVPRO's introduction to the initiative. Our 2023 sales goals are set high, but we have absolute faith that Jannene is going to knock them out of the park! Thank you, Jannene - we appreciate you always working diligently to resolve any issues and your quick problem-solving abilities. We are grateful to have you on our team and appreciate all you do, Jannene!

Employees of the Quarter: Q3 2022

10/25/2022 (Permalink)

This quarter, we are excited to celebrate Team Wall’s third quarter EOQs, Brian Barry and Bobbie Wylie!

We select one exemplary employee from each area of SERVPRO Team Wall every quarter to be recognized as Team Wall’s “Employee of the Quarter.” This quarter, we are excited to celebrate Team Wall’s Centralized team’s EOQ, Brian Barry, and our SERVPRO of Harrisburg West office’s EOQ, Bobbie Wylie. Keep reading to learn more about Brian and Bobbie.

Brian Barry

A member of our SERVPRO Team Wall for the last 2 years, Brian Barry is a valued member of our centralized team. Prior to his current role as Construction Estimator, he was Fire Production Manager. Brian is always willing to help, even when tasks that need to be accomplished fall outside of his job description. During his time with Team Wall, Brian has assisted with project management on large construction jobs and has made many estimating trips to Pittsburgh.  What makes Brian an exemplary employee is that, on top of all this, Brian always takes time to look out for customers and ensure that we are addressing their concerns so that we know customers find peace of mind in their unique times of need. Thank you for all you do, Brian! 

Bobbie Wylie

SERVPRO of Harrisburg West’s Office Manager, Bobbie Wylie, is this quarter’s “Employee of the Quarter” for Team Wall’s Harrisburg office. Since starting with Team Wall almost a year and a half ago, Bobbie has been an integral part of our team. Despite being with us for only a short time, Bobbie has about 16 years of experience in the restoration and insurance industries. What makes Bobbie a truly exemplary employee is the fact that she goes above and beyond, surpassing expectations every day. She lends a helping hand to other departments in administrative training and supports her teammates whenever help is needed. Bobbie is skilled at maneuvering around hurdles and solving problems in order to ensure that our customers receive the best possible customer service. We are grateful to have you on our team, Bobbie!

Team Wall is Franchise of the Year

8/23/2022 (Permalink)

And then: “And our new Franchise of the Year is…Team Wall.” It’s truly just the beginning!

In June 2011, we were a different company, a different team, different people.

We didn’t have family in the area to help with childcare. With all our earnings being reinvested back in the business, I made the choice to stay home with our young kids to offset costs. Meanwhile, Jim was a full-time (to the third degree) entrepreneur. To say that this man worked 18-hour days, every day is no exaggeration- he would go sometimes up to 2 weeks without seeing our boys. He was out the door before daybreak and back home after bedtime. Weekends were non-existent. Vacations were an impossibility. And every event we attended always had a contingency plan… just in case that phone would ring. This was our way of life.

We learned many things about the dichotomy of ‘teamwork’. We had a common goal (to succeed in family and business), but it required us to be incredibly independent in order to make it happen. The whole experience was a crash course in self-reliance, innovation, grit, and faith. And, man, could it be lonely.

More often than not, I wondered if it was all worth it. Right around those times the weather would break, and the phones would start ringing. I wish I could capture in words the joy that radiated from Jim’s every step and exuberance in each word he spoke. He thrived in these moments.  With his team 15 strong, he absolutely loved taking on the challenge of a mounting workload. Saying “yes” was his mantra and “figuring it out” was like fire in his veins. I continued to do all I could to support him, as this was his passion.

We thought for two years, that we were the only ones that lived and experienced this crazy way of life. That was until I flew to St. Louis, MO for my very first SERVPRO convention. I looked around and realized I was dead wrong. Thousands of people just like us were gathered to network and learn from each other. Convention was an unforgettable week soaking in all things SERVPRO, beginning to really understand at the core what got Jim so charged up about this business. Though, I do remember thinking, “If I have to listen to one more conversation about dehumidifiers…!” ??

And then came awards night. Yes please to dressing up and dancing! Although, that’s not the extent of what I remember from that night. The magnitude of it all- what we were a part of- hit me like a ton of bricks.

The top 100 franchises in the entire SERVPRO system are highlighted at every awards banquet. Additionally, the top 3 get a special video. Via my 100-foot screen, I remember watching with pure awe those stellar teams highlighted. I took note of the advice they gave, mentally logging their massive revenue volume (#1 was at $12M), and secretly wondering down deep inside, “Could it ever be us?”

“Us.” That was the very first time I thought of it as something other than just ‘Jim’s Business.’ It was ours. No longer was I just supporting his dream; we were tackling a vision together. Really, it was “us” every step of the way- no matter the period of time I was a stay-at-home mom or now fully involved in day-to-day operations. We built a team, redefining our last name to mean something that meant more than ‘just the two of us.’ We became a very cozy “just the 150 of us”…Team Wall.

In June 2022, after eleven years, massive growth, and so many life events, I was sitting among a thousand of my SERVPRO peers at the final gathering of the 2022 convention. I had eight of our amazing team members by my side. Meanwhile, Jim was sitting on the tarmac of Dallas Love Field, having to head home early. 

Wouldn’t you know it? They were announcing an award that we always quietly wondered might one day include our last name, yet always with a sense of improbability. We roll with a sea of titans at SERVPRO, anyway. Who were we among them?

And then: “And our new Franchise of the Year is…Team Wall.”

What went through my mind first? Elation…intricately weaved with devastation. Jim wasn’t there. His dream was the beginning of it all and he wasn’t there. The fact that he had to miss an incredible moment like this had my heart breaking and tears welling up in my eyes for hours. Days? Maybe more. I’m still emotional just writing this. ??

Hugging each and every one of our Team Wall members tight, we walked up together to accept the incredible recognition. Next, I did what anyone else out there would do: I told a thousand people to text Jim and let him know we are FRANCHISE OF THE YEAR baby!!!

His phone was blowing up. And he was crying tears of joy and pride for the achievement earned by each and every member of Team Wall. This may have started as a dream for one, but it became far more than we could ever have imagined.

Cheers to every member of our team for this incredible accomplishment. You should be so proud of yourselves!

It’s truly just the beginning, my friends!

- Trish Wall

Job of the Quarter Q2: One Team Mentality

7/27/2022 (Permalink)

Keep reading to learn more about SERVPRO Team Wall’s one team mentality and how it helped us make it “Like it never even happened” after a fire loss.

Before we enter a new quarter, we always take a moment to highlight one exceptional job as the recipient of our “Job of the Quarter” award. This quarter, the “Job of the Quarter” recipient displays what we call our “one team mentality.” Keep reading to learn more about SERVPRO Team Wall’s one team mentality and how it helped us make it “Like it never even happened” for the property owner after their building’s fire loss. 

After suffering a devastating fire loss, a commercial company was faced with more than half of their building damaged, with only the front lobby standing as a usable space. It was clear that they were in need of restoration and construction services that would return their property to its preloss condition and allow them to return to business as usual as soon as possible. 

While SERVPRO Team Wall was able to do all of these things for the commercial business, what made this job worthy of receiving the “Job of the Quarter” title was its display of our unique, one team mentality. Requiring multiple sections of SERVPRO Team Wall to collaborate and cooperate in order to get the job done, this job illustrates how deeply we value teamwork. While our SERVPRO of Harrisburg West office originally received the call about the fire loss, the affected property was located closer to our SERVPRO of Hunt Valley and Harford County office. Our Harrisburg office could have easily redirected the call to the Hunt Valley office, but a crew from Harrisburg traveled to Hunt Valley in order to help.

In order to complete the clean up job, even with all hands on deck, it became clear that we needed the help of our Large Loss division. Our centralized team even pitched in to help estimate repairs. Thanks to our one team mentality and teamwork, we were able to complete the restoration in a timely manner for our customer. 

Despite having plenty of personnel to assist with the project, this job was not without its challenges. Because the affected commercial building was an older structure with many structural issues that existed before the fire loss, there were many additional repairs that needed to be made in order to make the property safe for the customer. SERVPRO Team Wall is required by county code to restore properties to building standards. This particular building needed to meet ADA accessibility requirements. Although the quantity of requirements could potentially overwhelm a customer, our team put the customer’s mind at ease by working closely with the insurance company and the customer in order to determine the scope of the necessary repairs.

Additionally, completed the electric rework for the building, our crews laid gravel and poured concrete in the basement, installed drop ceiling and flooring, completed the framing, installed the drywall and ductwork, removed and replaced half of the roof, and painted. With our teamwork and one team mentality, we completed the job thoroughly and quickly so as to help our customer get their commercial property and business back on track after a devastating fire loss. 

For more information about SERVPRO Team Wall’s restoration and construction capabilities in the face of any emergency, call us at (717) 510-6779. You can also check out our website, which includes overviews of our offerings, such as residential and commercial Fire Damage Restoration services, Large Loss capabilities, Construction services, and many more. We look forward to helping you make it “Like it never even happened.”

Q2 Employee of the Quarter Recipients

7/21/2022 (Permalink)

Please join us in congratulating our second quarter "Employee of the Quarter" winners, John Carter and Jonathan Blakeslee.

Before we flip the page and head into our third quarter of 2022, we're taking a moment to look back on a great second quarter for SERVPRO Team Wall. At the conclusion of this quarter, we would like to take the time to recognize the recipients of our “Employee of the Quarter” award for our centralized team and our SERVPRO of Harrisburg West office. Please join us in congratulating our second quarter "Employee of the Quarter" winners, John Carter as our centralized EOQ and Jonathan Blakeslee as SERVPRO of Harrisburg West’s EOQ.

Centralized Employee of the Quarter: John Carter

John Carter has been SERVPRO Team Wall’s Human Resources Specialist since joining our team. John displays consistency and persistence through his commitment and devotion to seeing tasks through to completion. He also brings creativity to our team, as he brings to the table, initiates, and implements new, high-quality, out-of-the-box ideas. When working in human resources, communication is key. John’s ability to persistently communicate with the rest of SERVPRO Team Wall has been critical to his success. We are so grateful for everything you do, John!

SERVPRO of Harrisburg West EOQ: Jonathan Blakeslee

In our second quarter of 2022, SERVPRO Team Wall’s SERVPRO of Harrisburg West office would like to recognize Construction Operations Manager, Jonathan Blakeslee, as our “Employee of the Quarter.” Since starting with SERVPRO Team Wall in October of 2021, Jonathan has proved himself to be an exemplary employee and team member. Initially, Jonathan was a Project Manager in our Construction department. In February, he was promoted to Operations Manager of the Construction department. Jonathan consistently displays SERVPRO Team Wall’s 7 Pillars: Hustle, Solutions, Team, Accountability, Quality, Persistence, and Consistency, that mark an outstanding employee. Jonathan is a hard worker, always working to make sure that customers receive the best care. He is also committed to seeing that projects are completed as soon as possible. Thank you for everything you do, Jonathan!

Highlighting Our Document & Photo Drying Services

7/14/2022 (Permalink)

Regardless of the type of damage, speed in restoration efforts is crucial in order to prevent further damage and preserve the documents.

Once every few weeks, we like to devote a blog to a little-known service offered by SERVPRO Team Wall that deserves a greater spotlight. In today’s blog, we’re focusing on our document and photo drying capabilities, a Cleaning service with which our customers may not be familiar. Structured around some potential questions that you may have about our Document Drying service, this blog aims to paint a clear picture of all that SERVPRO Team Wall can do to completely restore your home or business after any emergency that damages your documents and photos.

When Is Document Drying Needed?

In the aftermath of a storm, flood, fire, or mold growth emergency, paper documents, like certifications, contracts, photographs, and photo albums, are at risk for sustaining damage. Paper documents can experience staining as a result of water damage, just as they can burn or be exposed to smoke and soot in the case of fire damage. Regardless of the type of damage, speed in restoration efforts is crucial in order to prevent further damage and preserve the documents. 

State-of-the-Art Techniques and Technology

With our own document restoration facility and advanced technology and techniques, SERVPRO Team Wall saves documents after water, storm, fire, and mold losses. One of our revered techniques is freeze drying (a.k.a vacuum freezing), which is also used by the Library of Congress to preserve historical documents. Approved by the National Archives and Records Administration (NARA) and the General Services Administration (GSA), this technique will safely get the job done. Gamma Irradiation is another method that our crews employ, as it works to safely sterilize documents after exposure to various harmful substances, including bacteria, viruses, pesticides, chemicals, sewage, and flood water. To give you peace of mind in future losses, we also offer the digitalization of documents.

What Can I Do Before Help Arrives?

As soon as you call SERVPRO Team Wall for help after an emergency, your first thought is likely: “What can I do before help arrives?” The answer is that there are actually several preventative measures that you can take while you wait. As soon as possible, collect your documents and assess which will require drying. Keep them in an upright position rather than laying flat, as the latter can increase damage. If you are able, place documents in the refrigerator or freezer, as this prevents mold growth and further deterioration. In the event that this is impossible, SERVPRO can send a refrigerated truck to your property, which will store your documents onsite in a safe environment before our crews arrive.

SERVPRO Can Handle Every Aspect of the Job

Certain types of damage, including deep ink runs and mold stains, are unfortunately irreversible. All the while, the faster we are able to act, the more likely it is that your documents can be saved after a loss. That being said, make sure that you call SERVPRO of Harrisburg West at the first sight of damage at (717) 510-6779. Our professional and experienced Document and Photo Drying services will make your document damage “Like it never even happened” after any disaster. For more information, follow this link for an overview of our document drying process. Additionally, you can read more about our restoration capabilities in the aftermath of any type of storm, water, fire, or mold emergency on our website.

Employee Training: SERVPRO Team Wall Behind the Scenes

5/5/2022 (Permalink)

To promise that our team will always deliver the highest quality results, our staff undergoes extensive training in property damage restoration.

Calling SERVPRO Disaster Recovery Team - Team Wall for assistance with any restoration or construction emergency ensures that you receive nothing short of the highest quality service. To make certain that our team never fails to deliver the highest quality results for our customers, our staff trains extensively in property damage restoration. Continue reading to learn more about the specifics of our expert staff’s training. 

Initial Franchise Training

As a component of employee training, our future team members complete a 15-day, hands-on course that covers topics such as fire and water restoration, mold remediation, and carpet and upholstery cleaning. At the end of the course, employees pass an exam.

IICRC Training

The Institute of Inspection Cleaning and Restoration Certification, better known as the IICRC, is the primary body certifying and setting the standards for the cleaning and restoration industries. Our team studies and adheres to the organization’s standards for multiple areas, including carpet and upholstery cleaning, water and fire restoration, and mold remediation, as well as other types of cleaning and restoration.

Employee Certification Training

Delivered through self-paced modules, our voluntary certification programs supplement employees’ knowledge of topics such as crew training, water and fire restoration, and carpet and upholstery cleaning. 

e-Learnings

Additionally, we provide web-based training for all of the members of our staff through e-learning. These courses are designed to be ongoing education materials. Often, course materials include video presentations and other supplemental materials that help employees pass a knowledge test at the conclusion of each module. These e-learning opportunities are important because they keep employees on their toes and always learning in order to stay up to speed on industry knowledge and ensure that the services they provide continue to meet industry standards.

Continuing Education Classes

Finally, we offer continuing education classes, both credited and uncredited, for all SERVPRO franchise staff, in addition to insurance agents, insurance adjusters, and real estate professionals. Topics range from “Understanding Mold in the Restoration Industry” to a mitigation awareness response seminar. 

You Can Trust SERVPRO

Check out our website to learn more about why you should choose SERVPRO and SERVPRO Disaster Recovery Team - Team Wall in the event that your residential or commercial property faces an unexpected disaster. Be sure to check out our Customer Reviews and Testimonials, as well as our Before and After Photos. To make it “Like it never even happened,” remember that you can always trust SERVPRO Disaster Recovery Team - Team Wall and our highly-trained professionals.

Introducing... Our Employees of the Quarter: Q1 2022

4/22/2022 (Permalink)

Introducing our Employees of the Quarter, Kathy Milby and Matt Voght.

Reflecting back on this first quarter of 2022, SERVPRO Disaster Recovery Team - Team Wall would like to recognize an “Employee of the Quarter,” an award that celebrates one team member who has consistently upheld the qualities of an exemplary employee of our team throughout the quarter. This quarter, we are excited to announce SERVPRO Team Wall's  Customer Support Coordinator, Kathy Milby, as our centralized "Employee of the Quarter" and Crew Chief Matt Voght as our SERVPRO of Harrisburg West's "Employee of the Quarter."

Kathy Milby

Since joining our team in the fall of 2020, Kathy has stepped into a role that requires providing a superb level of customer service to our insurance agent partners. On a daily basis, she keeps in close communication with agents throughout the lifecycle of a restoration project in order to keep them abreast of the project we are completing for their clients. While this is her job description, her impact on the company extends much further. She prides herself on being the Team Wall’s cheerleader, keeping everyone happy, motivated, and having fun. She takes most pride in promoting awareness and recognition of our team’s continued efforts to obtain Google reviews. Her most recent effort was called the “Google Downs,” in which she held a race between all three offices to see who could get the most Google reviews. And we’ll tell you- it was a nail biter! We ended up gaining 39 total Google reviews in the month of March alone for all of Team Wall thanks to Kathy’s efforts.

In addition to the “Google Downs” initiative, Kathy is always planning fun events to provide the team with a social outlet and keep team morale high. She has organized luncheons, get togethers, and most recently “Pi Day,” in which members of the team competed on “Team Sweet” vs “Team Savory”. Everyone submitted their pie for the contest and a winner was recognized in each category.

Beyond SERVPRO Team Wall, Kathy has been highly involved with the Cockeysville Fire Department since she was a young girl, as her entire family is wholly devoted to this amazing organization. Kathy continues to wow us in her academic pursuit as well, as she is currently enrolled in a Doctorate of History program and is embarking on her long journey to complete her dissertation. 

Kathy’s positive impact on Team Wall is felt in all offices and we feel grateful to have her as part of the team. Thank you for all that you do, Kathy!

Matt Voght

Our “Employee of the Quarter” for SERVPRO Team Wall’s Harrisburg West office is Matt Voght. Since joining the company as a Technician in January 2020, Matt has since moved into the role of Crew Chief. In this role, Matt excels, as he is always prepared to assist his coworkers however he can. Anytime we are in need of an extra hand or if we are busy and need someone to help out, Matt is almost always willing to volunteer. He passionately puts his best foot forward when tasked with assignments for Team Wall and consistently goes above and beyond expectations. Day in and day out, he does great work and is a wonderful teammate. Additionally, he has been training a Technician to become a Crew Chief next month, which once again emphasizes Matt’s willingness to go above and beyond. Thank you for all that you do, Matt!

Get to Know Our Employees of the Quarter

2/11/2022 (Permalink)

Celebrating our two "Employee of the Quarter" recipients.

Each quarter, we name one outstanding employee as our “Employee of the Quarter,” recognizing them for their extraordinary efforts and commitment to SERVPRO Disaster Recovery Team - Team Wall. For Team Wall’s Harrisburg West office, we are excited to award Construction Services Administrative Assistant, Sara Shumberger, as our first “Employee of the Quarter” of 2022. 

Sara Shumberger

Despite only being with the company for a little over one year, as she joined our SERVPRO of Harrisburg West team in August 2020, Sara has become a wealth of knowledge in construction administration. She has learned a lot about construction and is always willing to step up in order to help her team. 

From contract signing to following through with the actions necessary to finish a job, Sara is a team player, offering support upon encountering any issues along the way. Sara is a fantastic addition to our Construction team. Not only is she always there to lend a helping hand when her fellow team members are in need, but she has also contributed to the team’s impressive growth over the course of the last few months. With Sara’s help, the Construction team has remained organized and her guidance has aided in keeping the team moving in the right direction. SERVPRO Disaster Recovery Team - Team Wall is equal parts a restoration and reconstruction company, which the construction team, with Sarah’s help, has been able to emphasize in interactions with customers. 

We can’t adequately thank Sara for all that she has done for SERVPRO Team Wall in the short time that she has been a part of our team. We can’t wait to see what the future has in store for her with Team Wall!

Brandon Tomlinson

In addition to our “Employee of the Quarter” for our SERVPRO of Harrisburg West, we are also excited to recognize a member of our centralized SERVPRO Disaster Recovery Team - Team Wall team, our Marketing Manager Brandon Tomlinson, as our first ever centralized “Employee of the Quarter.” 

Brandon is a recent addition to our centralized division of SERVPRO Team Wall, as he jumped aboard in August of 2021, but his impact on our Marketing division has been extraordinary. In addition to being a driven, charismatic, and innovative leader of our Marketing team, Brandon has spearheaded several new, successful video projects for social media, including our “SERVPRO Cleanup,” which addresses common misconceptions about our business, and “Up Against the Wall,” a series that highlights SERVPRO Team Wall team members, helping our customers get to know our employees. 

Outside of the office, Brandon is a dad of three and has an accomplished music career! He competed on The Voice and is signed with a record company. You can find him on Spotify (check out his debut album, Younger Days, which came out last year) and catch him performing live in the area. Talk about hidden talents in Team Wall! We are so thrilled to have Brandon on our team. Thank you for all that you do. You are destined for great things and we can’t wait to see what comes next for you in your careers- both with Team Wall and in music!

Perseverance on I-95: Job of the Quarter

1/15/2022 (Permalink)

Many may have abandoned the thought of going through with a job once the traffic finally began moving, but Sulma and her crew persevered.

The new year started off with business as usual, with our crews traveling to help those in need. However, things came to a screeching halt, and a 24 hour halt at that, for one of our own SERVPRO Team Wall crews, who got stuck on Interstate 95 while traveling between two jobs in Virginia. The shutdown on I-95, caused by the intense winter storm that impacted Virginia on Monday, January 3rd and trapped thousands of motorists in their vehicles overnight and well into Tuesday evening, made national news. While this event, for us in Harrisburg, seems distant, its effect on our SERVPRO team members, Sulma, Mauricio, Jefferson, Karen, and Karla, illustrates the tremendous reach of the calamity. 

Our “Job of the Quarter” award aims to recognize outstanding efforts made to facilitate one job each quarter. This quarter, the “Job of the Quarter” title doesn’t go to any one job, but rather, the efforts made by Sulma and her team in the aftermath of the 24 hours that they spent on I-95. Many may have abandoned the thought of going through with a job once the traffic finally began moving around 5 PM on that Tuesday night, but Sulma and her team persevered and made a decision that made their efforts worthy of our “Job of the Quarter” title.

On Monday, January 3rd, Sulma and her crew completed a COVID-19 cleaning in Sterling, Virginia and hit the road around 4 PM to travel to Norfolk, Virginia for a second job, which was scheduled for that same evening. Because of the I-95 shutdown, they didn’t reach Norfolk that night, stuck in a surely uncomfortable and cold environment for the length of a full day.  Wanting to head home as soon as traffic was able to move again is completely understandable in such a circumstance, but Sulma and her crew decided to head for Norfolk and provide our customers with the help that they trusted SERVPRO Team Wall to provide.

We simply cannot thank Sulma, Mauricio, Jefferson, Karen, and Karla for their commitment to their work, as well as their exemplary persistence and hustle in the face of the unimaginable challenges that they faced along the way.  

3 Examples of Our Advanced Technology

11/26/2021 (Permalink)

SERVPRO Disaster Recovery Team - Team Wall is equipped with the most recent technological advancements.

In recent years, there have been significant advancements in restoration and remediation technology. Our crews here at SERVPRO Disaster Recovery Team - Team Wall are equipped with the most recent technological advancements. We’ll share 3 examples of advanced technologies and pieces of equipment that we use every day to service residential and commercial properties, such as infrared cameras utilized in moisture detection, air movers and dehumidifiers for drying, and OSHA-approved cleaning agents used to sanitize affected areas. 

Moisture Detection and Measurement: Infrared Cameras

When a property is affected by water damage, it is crucial to detect, measure, and monitor moisture levels. These jobs can be facilitated by technological advancements, such as infrared cameras, which can search for moisture within walls, flooring, and ceilings, ensuring that all lingering moisture is extracted. In conjunction with infrared cameras, moisture saturation is measured with hygrometers, sensitive motor detectors, and other meters. 

Drying: Air Movers & Dehumidifiers

It is important for the drying process to begin as soon as moisture is extracted. Industrial strength air movers facilitate the drying process by evaporating moisture at a faster rate, while dehumidifiers remove water vapor from the air. These two pieces of equipment play an essential role in preventing swelling and warping in walls, flooring, and furniture. 

Sanitization: OSHA-Approved Cleaning Agents

After drying is complete, affected surfaces may require sanitation in order to clean surfaces, eliminate odors, and ultimately protect your property from additional issues in the future. Our crews abide by the Occupational Health and Safety Administration’s latest industry standards for sanitization by utilizing OSHA-approved cleaning agents. These cleaning agents take two different forms: deodorization and disinfection. Deodorization agents remove odors resulting from excessive moisture. Harmful microorganisms, such as bacteria, mildew, and fungi, can be prevented from growing with the help of disinfection products. 

SERVPRO’s Advanced Technology Gets the Job Done

If your home or business experiences an emergency, remember that SERVPRO of Harrisburg West is only one call away. Pick up the phone and give us a call at (717) 510-6779 to learn more about the ways in which we make it “Like it never even happened.” With our advanced technology, our experienced team here at SERVPRO Disaster Recovery Team - Team Wall will restore your residential or commercial property to its preloss condition. For more information about our damage restoration services tailored specifically to residential and Commercial properties, as well as our Commercial Cleaning services and 24-Hour Emergency Services, visit our website. Be sure to also check out our customer testimonials page on our website to read more about real people’s experiences with our SERVPRO team and our advanced technology. 

Owner's Corner: Third Quarter 2021

10/22/2021 (Permalink)

When you think about impressing your 80-year-old self, what sentiments inspire you to become the best version of yourself that you can be?

“Could I ask you something, mom?”

“Sure. What is it?”

“In your life, which two people do you want to make the most proud?”

“There are so many! Only two?”

“Just two.”

After several moments of deliberation and thought, I responded, “My mom and dad???”

“Nope! The correct answer is yourself at 8 years old and yourself at 80 years old. You should make your 8-year-old self think that you’re having an awesome life and your 80-year-old self should be convinced that your life was worthwhile.”

Cut back to me- speechless and awe-struck by the wise insight coming from my 12-year-old. Where did this come from? Did he learn it on TikTok? 

I’m snapped out of my daze of silence when he asks, “How would they think of you?”

This required a deep, thoughtful breath. I answered, “For my 8-year-old self, I guess she would think that I’ve had some cool adventures and traveled to interesting places.” 

“How about your 80-year-old self? What would she think?”

“Oh my. That’s more difficult to answer.”

“Thanks okay! You won’t have to have that one figured out for another 40 years.” 

What can I say? He was absolutely right and there I stood, astounded. 

This year, for those of you who didn’t do the math, I turned 40. In all honesty, I dreaded the prospect of entering this new decade even though, in hindsight, I don’t feel all that different physically. All the while, I do feel as though I’ve changed in a mental sense, but it’s a change for the better. As they say, with age comes wisdom, which ultimately generates increased confidence as a result of more lessons learned. 

You might want to roll your eyes at me for preaching when I only have 40 years under my belt, but there’s a chance that you might be in a similar position as me. Either way, I have five sentiments that I’ve picked up along the way and would like to share. In reality, it’s rare that I fulfill all of these on any given day, but if I average even one, I think that my 80-year-old self would be fairly impressed when she reflects back on her life.

1. “Opportunity is missed by most people because it is dressed in overalls and looks like work” – A famous rockstar once sang, “It don’t come easy.” Anything worthwhile usually requires at least a little bit of elbow grease. 
2.     “Do What Scares You Until it Doesn’t” – I devoted a whole blog to this topic last year. It’s important to recognize that many people attempt various endeavors and find success. Remember- if they can do it, you can too! Failure is always daunting, but one day, you’ll find that what once scared you isn’t so scary anymore. 
3. “Be the Buffalo” – Are you familiar with this metaphor? Cows and buffaloes face danger as it approaches in two very different ways. Buffaloes take off, running towards the storm, while cows run away in the opposite direction. The cow’s method isn’t helpful, as it can’t outrun the storm and painful frustration is the only outcome. What can we learn from the cow and the buffalo? Deal with problems directly as they arise instead of prolonging your suffering by running away from them.
4.     “It takes twice as long to build bridges you’ve burnt” – My sister and I found ourselves in a nasty argument on Christmas day in 1988 and the punishment that our mother gave me involved writing the Golden Rule, “Do unto others as you would have them do unto you,” no less than one hundred times. Many people, including myself, have burned bridges in their time. Afterwards, you can’t help but replay moments back on repeat in your head, hoping that you could hop in a time machine and change the course of events. What you learn from those situations is to face difficult circumstances with empathy, honesty, and complete transparency. Weight will be lifted from your shoulders and peace of mind will come to you if you keep the Golden Rule close to your heart. 
5. “No one wears the jersey of a Monday Morning Quarterback” – I recently read about “The Man in the Arena” by Theodore Roosevelt. One of his main ideas is that you can find critics pretty much everywhere, but it’s unfair to critique another person without having any idea of their situation. The real heroes are those who defy the “Monday Morning Quarterbacks” and, instead, decide to continue attempting, failing, inventing, and picking themselves up no matter what happens. Who do you want to be? 

I tend to come across the words that I need to hear most when I’m least expecting it. This blog has been, on a small-scale, my means of paying it forward. I’d consider it a success if even one person walked away with a new perspective to consider. 

When you think about impressing your 80-year-old self, what sentiments inspire you to become the best version of yourself that you can be? I’d love to know.

Sincerely,

Trish Wall

Recognizing Outstanding Employees: Q3 Employee of the Quarter

10/15/2021 (Permalink)

We are thrilled to recognize Bobbie and Octavius as c0-Employees of the Quarter.

Each quarter, SERVPRO of Harrisburg West recognizes a team member with the “Employee of the Quarter” award. This quarter, not one but two exemplary employees, Bobbie Wylie and Octavius Duval, particularly stuck out and we are thrilled to recognize them as our Employees of the Quarter. Keep reading to learn more about Bobbie and Octavius:

Bobbie has only been a member of our SERVPRO of Harrisburg West team for a few months, as she joined us in June of this year, but she has made quite the impression right off of the bat. Bobbie serves as the Office Manager of our SERVPRO of Harrisburg West office. She has done a fantastic job handling all concerns from customers in addition to managing the schedule. This September, when Hurricane Ida hit, Bobbie assisted in putting together a plan to help as many customers as possible while Ida was slamming Central Pennsylvania.  Bobbie also consistently puts in extra time to make sure things have been completed and done in a timely manner.  She continues to use her insurance knowledge to assist in speaking to adjusters for approval, offering us a unique and beneficial perspective that makes the process smoother for adjusters, customers, and our staff. We know that Bobbie has a bright future ahead of her with SERVPRO Disaster Recovery Team - Team Wall. She has already done so much impressive work and we cannot wait to see what else she will accomplish as a member of our team. Thank you for all that you do, Bobbie!

Crew Chief Octavius Duval has been a member of our SERVPRO of Harrisburg West team for almost 2 years, but he has worked with SERVPRO for over 8 years. In addition to his valuable experience in the field, he consistently shows great leadership skills. He also frequently volunteers for storm work opportunities, including this summer’s Hurricane Ida, in addition to volunteering locally for overtime work. Octavius knows that at the Crew Chief level, leadership and hardwork are crucial, and he makes sure that he demonstrates in everything he does. Always willing to do what is needed to get the job done, he makes certain that his jobs are completed and information is easily transferred to the job file coordinator for quick billing.  Octavius is everything we can ask for in a Crew Chief and we are so grateful to have him on our team!

A Note From Our Owners: The Owner’s Corner

8/5/2021 (Permalink)

As we navigate our journey as “Multi-Market Owners” during an exciting time for SERVPRO franchise owners, we find ourselves forging our own path.

The following blog is an excerpt from our latest newsletter:

The phrase “Independently Owned and Operated” is a tagline that we have seen time and time again, but do we know what it really means? 

Think about the businesses that you see or frequent on a regular basis… The UPS Store, 7-Eleven, Orangetheory, McDonalds, The Philadelphia Phillies, and even SERVPRO. These are all businesses that are franchised and both owned and operated by individuals. All the while, they are still guided and supported by their founders and structured by their central board or corporate team. 

On any given business day, a new franchise is opened every 8 minutes. Small business owners are three times more likely to succeed if they open a franchise instead of an independent business. However, while having a predetermined business plan to follow as a franchise may appear to offer instant success, this outcome is not guaranteed. The owners of a franchised business must have an entrepreneurial mindset, create a team with strong collective hustle, and win the trust of loyal customers who will move the business forward. 

In May 2009, a husband and wife duo took a chance by opening one license franchise during a recession and thus, SERVPRO Disaster Recovery Team – Team Wall was born. Perhaps blessed by youth and its accompanying naivety, failure and questions of “What If?” never crossed our minds as first-time small business owners. Instead, we found our way by following the path to success forged by SERVPRO franchises that came before. The whole experience was amazing, but it was an endeavor that was equally marked by amazingly hard work. 

12 years later, Team Wall owns and operates 12 franchise licenses via 3 different metro markets. We believe that the architecture that was fashioned for us in 2009 was integral to our success, but as we navigate our journey as “Multi-Market Owners” during an exciting time for SERVPRO franchise owners, we find ourselves forging our own path. 

Individual franchise owners often operate Multi-Market Operations. Examples include Anytime Fitness, Subway, and Dunkin Donuts. You may even come across Multi-Market franchise owners who possess a number of licenses that comes close to 300. While holding 300 licenses is inspiring, this is a practice that is usually found in the food industry. For Team Wall, it has been an honor to take part, alongside approximately 20 of our fellow franchises, in traversing this concept in SERVPRO Industries’ service sector.

During the 4th quarter of 2019, Team Wall began our journey as Multi-Market Operators. Of course, the warmest winter in 100 years and a pandemic quickly followed, throwing a wrench in our plans. Yikes! This certainly is not a section of our journey as franchise owners that we would like to repeat. However, it made the week of July 20th, 2021 all the more gratifying. In addition to celebrating SERVPRO’s 52nd Annual Convention, it was the first time in over 2 years that we were able to see members of our SERVPRO family in person.

The annual SERVPRO convention gave us inspiration, guidance, and fellowship that are meaningful beyond words. The convention’s events taught us new lessons in technology, automation, integration, marketing strategies, key accounts and new relationships, best practices in the industry, and ways in which we can better serve our customers. 

Talking through the challenges and triumphs alike that we experienced this year, as well as the many lessons that we learned, we were able to network with our peers. As First Lady Eleanor Roosevelt once said, “Learn from the mistakes of others. You can’t live long enough to make them all yourself.”

We experienced first-hand the infectious enthusiasm of convention week and returned home buzzing with fresh ideas about ways in which we can further Team Wall’s success. The Multi-Market Operator is a blessing that we are so grateful to have been given and we are eager to do all we can to make the most of this opportunity. 

The gratitude that we feel as a result of the opportunities given to us by our customers throughout the years is never-ending. We are additionally humbled by our team members’ constant dedication and enthusiasm. We would not be where we are today without the overwhelming support of our customers and team members. 

With heartfelt thanks and sincere gratitude,

Jim and Trish Wall

Praising Our Employees

7/29/2021 (Permalink)

Employees play cornhole at our office's annual picnic.

Legendary football coach Vince Lombardi once said, “Individual commitment to a group effort- that is what makes a team work.” In order for our company to thrive, each individual employee must be committed to the group goal. Therefore, we like to take the time to recognize and appreciate our team members for their efforts, which are essential to our company’s success. Here at SERVPRO of Harrisburg West, we believe that employee recognition should take center stage. We’ll share some of the ways in which we appreciate our employees throughout the year in this blog.

Crab Feast and BBQ

During the summer, there’s nothing quite like a relaxing barbeque with friends. Our annual office barbeque is an event that our employees look forward to every summer as a day in which they can leave the stress of daily work behind and enjoy each other’s company. 

Department Outings

Throughout the year, we take the time to gather our employees together outside of the office through department outings. These outings serve two beneficial purposes: Letting off steam and strengthening our team bond. Recently, our Sales and Marketing teams traveled to Big Truck Farm Brewery one afternoon in June to spend time together in person after more than a year of Zoom meetings. Our team members tried their hand at archery and relished in the beautiful summer weather.

The “Wall of Praise”

Inside of our office is a custom-made decal and a stack of notepads that can be found in our primary conference room. This wall is dedicated to employee recognition and it is known amongst our team members as “The Wall of Praise.” Employees are encouraged to write positive notes about their coworkers’ strengths and add them to the wall. Each quarter, about 4 or 5 of these notes are selected to be read aloud to the entire team at the quarterly meeting so that their hard work can be known to everyone. 

Employee Highlights and Awards

Our quarterly meetings are also the backdrop for the presentation of our “Employee of the Quarter” award, tenure and anniversary awards, and various Sales and Marketing awards, including the “Coach’s Award,” “Top Producer,” and “Most Improved.” It is important to our team that we highlight employees in this large group setting, as it allows for employees to be appreciated in front of the largest group of their teammates possible, boosting the total team morale. Additionally, the recipients of our “Employee of the Quarter” award is also highlighted on our social media accounts through spotlight posts and an article shared in our quarterly newsletter as well as a blog on our website. 

Trust Our Team

The “team” component of our “7 Pillars” is often emphasized, but our team would not be successful without the hard work and dedication of each individual employee. At SERVPRO of Harrisburg West, you’ll find a tight-knit, robust team of professionals who are always ready to help restore your commercial or residential property after any disaster. For immediate assistance, give us a call right away at (717) 510-6779.

Employee of the Quarter: Tommy Duval

7/23/2021 (Permalink)

Tommy Duval was selected as this quarter’s “Employee of the Quarter” for our Harrisburg West office.

Every quarter, we select one employee who exudes the qualities of an outstanding team member of SERVPRO Disaster Recovery Team - Team Wall. Tommy Duval was selected as this quarter’s “Employee of the Quarter” for our Harrisburg West office. Tommy is currently a Production Manager at our office and has been with us for six months. Prior to joining our Harrisburg West team, he gained considerable knowledge and experience with SERVPRO of North York, working as a Crew Chief and Production Manager. 

Tommy’s Commendable Qualities

In total, Tommy has worked with SERVPRO for eleven years and he is an incredible asset to our team. On an everyday basis, Tommy is hardworking, as he is always willing to stay after hours to make sure that schedules are correct and job updates are being sent, as well as working on larger projects in the field to ensure that work is completed quickly and efficiently. A reliable employee, Tommy is available to help his coworkers at any time of day- on or off the clock. When he picks up the phone, he always answers with the mindset of offering a helping hand. Communication is another of Tommy’s strengths, making sure that he checks in with the office, shares concerns, and makes them aware of crucial obstacles and information. Understanding the concerns of customers and working to find solutions, Tommy displays impressive patience. He excels in initiative, as he consistently plans ahead. When we are short-staffed or are forced to juggle various issues, Tommy remains optimistic, whether he is on the job site or managing his crew. 

Exemplary Skills and Characteristics 

Tommy adheres to SERVPRO Disaster Recovery Team - Team Wall’s “7 Pillars” on a daily basis. He displays accountability through his professionalism. He excels in leadership as well as organization, which strengthens his problem-solving skills and helps him find solutions. 

His negotiation skills are strong and nourish his persistence. Lastly, Tommy is a true team-player, as he places teamwork front and center every day. We are so grateful for all that you do, Tommy!

Employees of the Quarter: Octavius Duval and Matt Voght

5/5/2021 (Permalink)

Every quarter, we highlight one employee from our Harrisburg West office who showcases the qualities that characterize an outstanding SERVPRO team member. This quarter, however, two employees, Octavius Duval and Matt Voght, were worthy of the distinguished “Employee of the Quarter” award.

Octavius Duval

Octavius joined our SERVPRO team as a Crew Chief in October of 2019 after previously working as both a Technician and a Crew Chief of SERVPRO of North York. His team members know Octavius as someone who is always ready and willing to help. He consistently displays phenomenal customer service in all of his work. Octavius also eagerly works as a part of our traveling storm teams, which is no easy job. We’d like to thank Octavius for being someone who his peers can rely on and a valued member of our team!

Matt Voght

Starting off as a Technician in January of 2020, Matt moved quickly into the role of Crew Chief. As a Crew Chief, Matt has continued to excel. A man of many talents under the umbrella of construction, Matt is always prepared to put his skills to use and help his peers in any way possible. Matt is a true team player, who we are lucky to have as a part of our team. Like Octavius, Matt’s teammates can always depend on him when in need. Thank you for all that you do, Matt!

Owners Corner: 1st Quarter 2021

4/21/2021 (Permalink)

Pictured: James Wall Jr. & James Wall Sr.

The article that follows is featured in our most latest Quarterly Newsletter:

Never in my life have I experienced something so heart-wrenching. My mother-in-law stood surrounded by Jim, his brothers, and their wives as she said goodbye to her husband after 48 years of marriage. It was an experience that will stay with me forever. Additionally, it helped me fully comprehend the awe-inspiring mark that a life well-lived leaves behind.

“Carve your name on hearts, not tombstones. A legacy is etched into the minds of others and the stories they share about you.” ~ Shannon L. Alder

It was only a few weeks into dating his son that I first met my future father-in-law. Upon sitting down for dinner, he posed two questions, the first being “What was your college GPA?” and the second was “How much money do you make?”. (Insert that surprised, wide-eyed emoji here). Wow! Now, after seventeen years, I understand that it was just the way of Dr. Jim Wall. He was fiercely caring and took every measure to ensure that his children were given the best life possible, which included screening a potential girlfriend every so often.

It is impossible to describe the tremendous impact that he had on my husband. Jim Sr. had no idea of the extent to which the guidance and direction that he provided his son would reach thousands of strangers.

Jim Sr., an entrepreneur, and his wife, Jane, quickly recognized their son’s innate leadership ability and knew that he had a future in entrepreneurship. To say that my father-in-law encouraged his son would be an understatement but, to say that he forced such a career upon him would be unfair. The verb I’m looking for to describe Jim Sr.’s intentions falls somewhere in the middle of these two (which would make complete sense to anyone who knew Jim Sr.).

One of the lessons that he taught his son was that work and goals will never be completely harmonious. He modeled the skill of being frugal while still treating oneself every once in a while. Living life to the fullest was another lesson passed down from Jim Sr. to his son (we can thank Jim Sr. for my husband’s idea to get an incubator, as well as the 5 resulting baby chickens running around my house). Promoting the notion of learning from others at every opportunity, he challenged his son to relish curiosity and to never be afraid to ask questions.

These soft skills, as well as the space in the middle of “encouraged” and “forced,” were the reasons why my husband graduated from a prestigious college not only with a degree in Accounting under his belt, but fluency in a second language as well. With his dad’s voice ever present in the back of his mind, my husband set out on the road to entrepreneurship.

Long story short: It worked. From his high school days all the way up until his early 30s, Jim tossed around a plethora of small business ideas. The dream that Jim’s dad inspired in his son finally came true in 2009, when we seized the opportunity and opened our first SERVPRO franchise. Starting off in Hunt Valley, Maryland, we spent the following 12 years growing our business and expanding geographically all the way into Harrisburg and Pittsburgh, Pennsylvania.

Just this past year, we’ve tackled over 3,100 jobs, acquired 12 franchise licenses, and grown our team with 133 new employees. These numbers speak for themselves in terms of the reach of our work, as we’ve been able to create jobs, support families, assist customers, and touch lives. This is all thanks to one father who placed enough faith in his son to propel him towards his dream.

Sometimes, we underestimate the impact that we have on others. What we say and what we do are a part of the footprint that we leave on this earth long after we’re gone. If my footprint is even half as wide as that of my father-in-law, I would consider myself lucky.

While we miss him immensely, our family- as well as our family here at SERVPRO- remembers Dr. James R. Wall’s legacy and its ripples that will continue touching the lives of people near and far.

Employee of the Quarter: Vickie Jordan

2/10/2021 (Permalink)

Every quarter, we celebrate one particularly spectacular employee and present them with the title “Employee of the Quarter”. Our Harrisburg West office chose Vickie Jordan to receive the title this quarter. Learn more about Vickie and her outstanding work in the following excerpt from our recent quarterly newsletter:

Meet Vickie

SERVPRO of Harrisburg West’s 4th Quarter “Employee of the Quarter” is Vickie Jordan! Though Vickie started working with Team Wall in November of 2019, she has years of experience with the company, as she worked as an Administrative Assistant for SERVPRO of North York prior to Team Wall’s ownership.

A Master of Her Craft

In her current role as Job File Coordinator for SERVPRO of Harrisburg West, Vickie works diligently while juggling many different tasks. Vickie has demonstrated that she is a remarkable multitasker, as she collaborates with our field technicians, insurance adjusters, and customers in order to put together estimates and invoice packages that thoroughly and accurately detail each job. With a tremendous amount of protocol to follow for our insurance carrier program requirements, Vickie’s work is meticulous, but she knows her stuff.

Thank You, Vickie!

Vickie’s coworkers know her as a team-player, as she is always willing to help others and be of assistance in any way she can. We are so lucky to have Vickie on our SERVPRO of Harrisburg West team!

Owners Corner: 1st Quarter Newsletter Excerpt

1/12/2021 (Permalink)

No one can argue that 2020 was a challenging year. Just take a look at the Wikipedia page dedicated to 2020 (it even itemizes events by month and day). You could also peruse your favorite social media platform and, within a matter of seconds, find a video, meme, a “vent” from a friend, or an advertisement that leaves you wondering, “will we ever find a light at the end of the tunnel that is 2020?”.

We could even see this sentiment reflected in our family and friends’ holiday cards. It seemed as though everyone referenced the events and feelings of this year, whether it be through amusing candid photos, “year in review” notes, or catchy taglines. That is, until January 2nd, 2021, when I received and opened the final card of the season, which sparked an intense feeling of gratitude.

On the back of the card, I found words that caught me by surprise and inspired me to alter my viewpoint as I began to lumber into the new year:

“And whether or not it is clear to you, no doubt the universe is unfolding as it should. Therefore, be at peace with God, whatever you conceive Him to be. And whatever your labors and aspirations, in the noisy confusion of life, keep peace in your soul. With all its sham, drudgery and broken dreams, it is still a beautiful world. Be cheerful. Strive to be happy.”

 ~Excerpt from Desiderata by Max Ehrmann

I am committed to savoring the good lessons that emerged from the obstacles of 2020. Particularly, for Jim and I, we want to savor those that impacted the most important parts of our world:

1. Family: Every day, our kids are growing. This year, we had the opportunity to spend more time together and revel in each moment instead of driving separate cars to make it to whichever sporting event was next on the roster. We were able to eat our dinner at the SAME table, at the SAME time. At the table, we had meaningful discussions with our kids, watching their personalities grow right before our eyes. Some of that growth stretched beyond their personalities as well. We watched, without the distractions presented by the everyday chaos with which we had previously become acquainted, our 12-year-old tack on an additional 6 inches to his height this year. The ability to be present in the moment, void of distractions, was one of the most incredible blessings to come out of 2020 and it’s one that we want to carry with us for years to come.
2. SERVPRO: While the lesson of humility is continuous, 2020 brought it to the forefront of our minds. Regardless of our efforts to plan and attempt to get things under control as best we can, there will always be some situations that we just can’t control:

• 1^St Quarter 2020: In October of 2019, our business underwent a significant expansion geographically, which was followed by the warmest winter to be recorded in the last 125 years. Our business halted and sweat began to drip off our brows as unsettling discussions of layoffs commenced. This unforeseen circumstance was nothing short of a punch to the gut. At the same time, however, it served as a reminder that instead of the rest of the world revolving around our plans, it is us who must revolve our plans around the rest of the world. It was the earliest use of the word “pivot”, something that would be applied many, many more times in 2020.
• 2^nd Quarter 2020: COVID-19, lockdowns, uncertainty, fear. I don’t think I need to tell you what went down in 2nd Quarter. Almost overnight, both our business as a whole and our employees were deemed “essential”. In order to help “flatten the curve”, our primary services changed from restoration to viral pathogen cleaning. Aspiring to give our communities some much-needed peace of mind, we did everything in our power to keep businesses open and decelerate the economic consequences of lengthy shutdowns. As entrepreneurs, we’ll never forget this period of time. We certainly felt the fear that arose from the profound uncertainty, but we were filled with pride as we watched our team band together, acclimate to the unfamiliar situation, and display our synergy in order to fulfill our tagline, “Here to Help”.
• 3^rd Quarter 2020: It all began with the English alphabet and came to a close with the Greek alphabet. The 2020 hurricane season broke records left and right. Our Storm Response teams traveled across the country, from Philadelphia to Florida, in response to Hurricanes Isaias, Laura, and Sally. One project that particularly stood out is summarized in our most recent “Job of the Quarter”. This project emphasized far more than our team’s capabilities, as it also illustrated the beneficial outcomes that result from our SERVPRO franchise system’s “One Team” mindset. Just the same as 2nd Quarter, we learned another lesson in humility, reflected in the proverb, “If you want to go fast, go alone. If you want to go far, go together.”
• 4^th Quarter 2020: “Here you come again, just when I'm about to get myself together”. The lyrics of Dolly Parton’s “Here You Come Again” resounded in my mind. The contrast in temperature between the winter of 2019 and that of 2020 was drastic. This winter has been incredibly cold and largely unhelpful in the process of curbing COVID-19. Cases skyrocketed toward the end of October, sending our team back into an overwhelming amount of COVID-19 cleanings. In fact, we completed 400 COVID-19 related cleanings this quarter and then some. To reflect the resurgence of the virus, our focus shifted back to being there for our communities. Knowing that we didn’t have to head out into uncharted territory, as we did in the spring, took some of the weight off of our shoulders. With experience and practice, our team was able to polish the process and improve the quality of our services.

Looking back on the difficult challenges posed by 2020, it’s apparent that those challenges were the catalyst of many good things. I encourage you to acknowledge and honor the good that came out of the past year. Life is short and it shouldn’t be wasted by wallowing in the disappointing aspects.

“…it is still a beautiful world. Be cheerful. Strive to be happy.” These words, the last sentences I read in 2020, were unbelievably fitting. This year, I’m taking those words and tucking them into my back pocket to carry them with me into the new year. I hope you’ll do the same.

Wishing that you remain well and happy,

Trish and Jim Wall

Chris Employee Highlight Writeup

11/25/2020 (Permalink)

Hoeltke is the kind of man who seeks unpredictability and challenge, while valuing loyalty and family. This was made vehemently clear during the filming of our most recent Employee Highlight video about Chris Hoeltke. Chris Hoeltke, SERVPRO of Hunt Valley Harford County's Warehouse Coordinator, a full-service disaster recovery agency, has led a fascinating life. He and his partner, Shannon, have chosen to live full-time on one of the many boats he's collected over the years.

We spoke about his work experience during our conversation with Chris. He mentioned that he never stayed too long at any workplace. He has lasted approximately five years in every given job since his first job.  He explained how from the bottom he begins, works his way to the top, then something— happens and he decides to leave.   
"I'm getting bored," he said. Chris no longer sees excitement in what he does if his job is no longer challenging for him. He says this is why working as SERVPRO's Warehouse Coordinator is the ideal role, because when he arrives at work, he never knows what the day would bring. A storm might have struck that he has to drive to a nearby job may require his help, anything that is broken may need repairing. as,Whatever the case might be, because it is still different from yesterday, Chris is happy to do it.   

You may be aware that the destructive Hurricane Laura struck Lake Charles in Louisiana in late August. Shortly afterward, Hurricane Delta struck the area. SERVPRO sent multiple teams down to the scene to support any businesses or families in distress, hearing about the back to back destruction. to Hoeltke contributed to those teams and was even the first to suggest he "roll out".  

Hoeltke said "I was happy because I got to see my family."

Hoeltke had already spoken with Jim Wall, owner of SERVPRO Team Wall, about his origins in Louisiana prior to his planned visit back to his old stomping ground.

"[Jim] let me go down early one day so I could spend a day in New Orleans... I got to see my parents who I haven't seen for 15-18 years."  
The home reunion at Hoeltke was successful, to say the least. He had the chance to meet nieces and nephews he had never met before.

All in all, we appreciate the years that Chris has spent with us so far and are glad to have come to know him the way we have. Thank you, Chris, for everything.

Taking it to the Streets - A Field Investigation

8/17/2020 (Permalink)

Are you ready for back to school?

Back in mid-March, statewide closures of public schools were announced by the Pennsylvania and Maryland governors in response to the COVID-19 pandemic. As a result, students, teachers, and parents stayed at home for the rest of the school year and adjusted to the new normal of virtual learning. With fall quickly approaching, the question on everyone’s mind is: Will students return to school or will virtual learning continue?

Will Students Return to the Classroom?

An article recently published in the Baltimore Sun, titled “Superintendents say schools in Central Maryland unlikely to return to normal in the fall”, describes the problem that is currently facing Maryland schools while Baltimore-area school superintendents examine a variety of fall reopening plans. According to the superintendents, students returning to “in-person classes five days a week” (Bowie, 2020) this fall is unlikely. Several Maryland counties and Pittsburgh Public Schools have already decided to hold fall classes virtually. Contrastingly, other area schools and districts have decided to adopt either completely virtual or hybrid methods of learning.

Schools Consider Different Plans

Hybrid models of learning, differing slightly from institution to institution, are being considered by regional colleges and universities. Located in Carlisle, Pennsylvania, Dickinson College has opted for an entirely virtual fall semester, keeping students at home. On the other hand, the University of Pittsburgh and the University of Maryland both plan to have students return to campus in some capacity this fall, as they will offer a mostly remote schedule and some in-person classes. Both schools have announced that they will enforce social distancing, mask wearing, and other safety protocols in addition to providing isolation facilities on campus (coronavirus.pitt.edu, 2020; umd.edu, 2020). Even with all of these safety precautions, the question is: will it be enough?

SERVPRO Can Help

No matter what model schools adopt, here at SERVPRO, we have a solution. Our “Certified: SERVPRO Cleaned” program can be integrated into school reopening plans this fall by offering schools a cleaning service that is hospital-grade and uses disinfectants that are approved by the EPA. Both frequently contacted touchpoints, which include desktops, chair backs, and stair handrails, as well as less frequently contacted touchpoints, such as backs of desks and bathroom stall walls, are targeted in the cleaning. Afterward, SERVPRO will provide physical and digital signage, which schools can put on display to communicate the high level of disinfectant cleaning that the school has received. “Certified: SERVPRO Cleaned” cleanings can be either defensive or, if the school has a positive case of COVID-19, SERVPRO will arrive immediately to thoroughly disinfect the building.

Even though there is uncertainty surrounding this fall and the school year, you can guarantee that your school will undergo the highest standard of cleaning by integrating SERVPRO’s “Certified: SERVPRO Cleaned” program into your unique reopening plan.

Owners Corner: 2nd Quarter 2020

8/11/2020 (Permalink)

The following is an excerpt from our 3rd quarter newsletter. This quarter’s Owner’s Corner features one of our owners, Trish Wall, giving her thoughts on the company’s experience over the last several months dealing with the COVID-19 pandemic:

It’s been 6 months since we published our last quarterly newsletter back in January. Now, at the end of July, we’re here looking at only our second “Quarterly” newsletter of 2020. If you’re doing the math and wondering why it doesn’t quite add up, you’re not mistaken. I’ll give you two guesses at the reason for this and the first one doesn’t count… COVID-19.

It was the afternoon of New Year’s Eve when I wrote the last “Owner’s Corner” article and I was filled with emotions anticipating the new year. Feeling pensive, excited, anxious, and hopeful, I summarized our strategy for 2020 as “Get Comfortable Being Uncomfortable”, which ended up being more prophetic than any of us could have imagined.

Everyone was uniquely impacted by COVID-19 in this country. Professionally, the pandemic forced our team to take on an abrupt change. We were a restoration company that offered cleaning services on 3/11/20. By 3/12/20, we suddenly became a cleaning company that offered restoration services after our first COVID-19 cleaning job began. It doesn’t get more uncomfortable than reversing your business model overnight.

Every member of our team dove in headfirst, taking the challenge of shifting right away. “Flattening the curve” was the country’s top priority and our company had the resources and tools to help do so. Therefore, we felt and still feel an immense social responsibility to service our communities. After four months and a plethora of COVID-19 cleaning jobs, our team is incredibly proud of the contributions that they have made in an effort to combat this pandemic.

The pride that Jim and I hold for our team is even more extensive. I’m reminded of the John Maxwell quote, “Change is Inevitable. Growth is Optional.” Growth was something consciously chosen by our team members when they were surrounded by the numerous uncertainties of this time. Their decision to choose growth has left us in awe.

We strive to instill the mindset of always pursuing professional as well as personal growth. It was incredibly gratifying to watch it play out right before our eyes. Our company’s ability to positively impact our community amidst the turbulence our country is facing has brought us gratitude. We are even more appreciative of our team for carrying out Team Wall’s vision statement, “Restoring peace of mind to EVERY customer. EVERY day”.

We hope that you stay healthy and stay safe. Keep growing!

Sincerely,

Jim and Trish Wall

P.S. Entreleadership is one of our favorite podcast series. One episode in May featured John Maxwell as a guest, speaking about Personal Growth. It had a great impact on us and we think that giving it a listen would be worth your time: https://www.entreleadership.com/blog/podcasts/john-maxwell-success. I have many favorite thoughts from this podcasts, but this quote is a particular favorite:

“I’m going to live til I die and I’m not going to get the two confused.”

Employee of the Quarter (Q2 2020)

7/28/2020 (Permalink)

Kyrie Muffley and Tony Keller

Each quarter, we recognize one exemplary employee as our “Employee of the Quarter”. With so many incredible employees, you may be wondering: How do we choose the employee of the quarter?

Here at SERVPRO Harrisburg West, we ask our employees to strive for our 7 “pillars”, that which include: Quality, Persistence, Consistency, Team, Hustle, Solutions, and Accountability. The employee of the quarter not only follows and models all 7 pillars, but also surpasses expectations. This quarter, two employees possessed these qualities, so we couldn’t pick just one! Congratulations Kyrie Muffley and Tony Keller!

Kyrie Muffley

Kyrie Muffley serves as Office Administrator at SERVPRO of Harrisburg West. An exemplary employee, Kyrie always puts the needs of customers and team members first. You can always count on Kyrie, even if a job requires working extra hours before or after the workday or going out into the field. In her role as the office administrator, she keeps everyone and everything in check and we would be lost without her. We’re thrilled to have Kyrie as a part of our team!

Tony Keller

The second employee of the quarter is SERVPRO of Harrisburg West’s crew chief, Tony Keller. Tony has a multitude of responsibilities in his position as crew chief, which includes mentoring team members, running job sites, and working with customers and insurance carriers. To all of these responsibilities, Tony brings a wonderful, even-keeled approach. His efforts as crew chief transcend what is expected of him. Tony never shies away from new opportunities and is always eager to try something new or expand his role in the company. There’s no doubt that you can always count on Tony when you need him. We’re so happy he’s part of our team!

Certified: SERVPRO Cleaned – a defensive cleaning program

6/2/2020 (Permalink)

Our defensive cleaning program gives your business a way forward by providing your employees and customers ongoing safety and assuredness.

Let us help you get back to business

As our communities re-open, we’re all moving back toward a new kind of normal. The expectations of visitors, customers, and employees who come into our establishments have evolved, and staying safe and well is a top concern. The global COVID-19 pandemic has changed what it means to be clean, and we’ve developed a program to help your business meet the new higher standard of clean that is now expected.

Certified: SERVPRO Cleaned is a defensive cleaning program we’re offering to businesses and commercial locations to address the current COVID-19 pandemic. This proactive viral pathogen cleaning program goes well beyond janitorial or carpet cleaning. By choosing Certified: SERVPRO Cleaned, you, your employees, your customers, and your community can rest assured that you’ve selected a higher cleaning standard – you are Certified: SERVPRO Cleaned.

Extensive training and specialized products

As the #1 choice in cleanup and restoration*, we stand on more than 50 years of experience and expertise to help your business become Certified: SERVPRO Cleaned.  Beyond fire & water, SERVPRO professionals are trained and experienced in biohazard decontamination and chemical spills – always adhering to the cleaning and decontamination standards set by the Centers for Disease Control and Prevention and local authorities. 

From formulating and creating our proprietary cleaning products, like SERVPROXIDE, at our headquarters in Gallatin, TN, to taking the utmost care while disinfecting, we will ensure you and your business are set up to inspire consumer confidence as the economy continues to reopen.

3 C’s – Consult, Clean, and Certify

When the stakes are this high, you want a partner who has developed an industry leading, proprietary training program, cleaning solutions, and remediation processes over decades. We’ve cleaned up some of the most challenging biohazards imaginable. Certified: SERVPRO Cleaned reflects our unique experiences and capabilities. The program is grounded with our unique 3 C’s: Consult, Clean, and Certify.

• Consult – Every business is different, which is why you’ll be assigned a Cleaning Protocol Consultant who understands your business and will create a cleaning program to meet your specific needs. This program will be developed based on your business type, size of space, amount of high frequency touchpoints, foot traffic and congestion points.
• Clean – Based on your specific business needs, your location will undergo a thorough, deep clean, using exclusive cleaning products, according to protocols set forth by the CDC. Our employees have years of experience, and we will go beyond the scope of work that regular janitorial staff perform. Cleanup procedures generally include cleaning of porous and non-porous surfaces, disinfecting of non-porous surfaces, cleaning and disinfecting of equipment, tools, and/or supplies used for cleanup process, and disposal of hazardous materials.  In the event of a suspected or confirmed COVID-19 event, we will be there cleaning within 24 hours to ensure you get back to business as quickly as possible. 
• Certify - Once your business location has been Certified: SERVPRO Cleaned, you will gain access to proprietary signage, digital emblems, and other collateral that communicates that you’ve selected a higher standard of clean available to help protect your employees and customers. And because we add the day, month, and year to that proprietary stamp of clean, your guests will know that not only did you choose Certified: SERVPRO Cleaned, but that your location is being cleaned regularly at this standard.

Call today for a Certified: SERVPRO Cleaned consultation

We’re Here to Help – 24 hours a day, seven days a week – until life is back to normal in the communities we all call home.

Call SERVPRO of Harrisburg West today at  (717) 761-2173 for your Certified: SERVPRO Cleaned consultation.

* #1 Choice in cleanup & restoration based Commercial Attitude & Usage Tracking study. Polling 816 commercial business decision makers on first choice for future needs related to cleanup & restoration work. Study conducted by C&R Research: October 2019

Certified: SERVPRO Cleaned means professionally trained SERVPRO franchises perform the requested cleaning, sanitizing and disinfection services according to proprietary SERVPRO protocols and recognized industry and CDC standards with EPA approved cleaning products to deliver a SERVPRO certified cleaning experience.  Each SERVPRO franchise is independently owned and operated.

What Does FEMA Have to do With Waffles?

4/5/2020 (Permalink)

Many years ago, in 2004, a hurricane swept across the east coast. FEMA went to work, doing what they could to analyze the damage and help the communities that had been struck by the disaster. At the same time, an informal metric would rise out of this slew of hurricanes that would puzzle civilians for years to come. This metric was, The Waffle House Index. What exactly is The Waffle House Index? Well, a researcher working for FEMA at the time noticed that one could theoretically quantify how severe a natural disaster was to the surrounding areas by analyzing the current operating status of Waffle Houses in the affected area. If the store was open, green light, if the store was running on a limited menu, yellow light, and if the store was completely shut down, red light. It turned out that while the premise might have seemed odd, FEMA could get a pretty decent idea of the severity of the situation in a certain region. It began as sort of a joke until the term was coined by FEMA Administrator Craig Fugate in May 2011 (https://n.pr/2JznNEc).
Now, with the current epidemic, The Waffle House Index is being put to the test again but now on a nationwide scale. If we can take anything from this story its that being able to support the community should be held above all house. Good risk management is one thing, but understanding how to prepare for any size disaster, and being able to hold the foundation of our communities because of our preparedness is a trait that we hold pride on as well.
SERVPRO Disaster Recovery Team-Team Wall, chooses to be that foundation for our community every day we put our boots on the ground.
We are here to help. We are here to commit. We are here to serve.
SERVPRO, One Team.

Job of the Quarter (Q4 2019)

2/3/2020 (Permalink)

SERVPRO Employee working in a local office where a pipe had burst and flooded the entire hallway.

Job of the Quarter - "One Stop Solution Shop"

Baltimore was founded 47 years before the Declaration of Independence was signed in 1729. It's an ancient city in terms of the "new world."

In the last 291 years since the city was founded, significant progress has been made over design, engineering, and innovation. The sewage system in Baltimore city has unfortunately not made the necessary progress to bring it up to modern standards. The best summary is a post from www.cleanwateraction.org:

“Baltimore City’s sewage system was designed with dozens of Sanitary Sewer Overflow Structures: intentional release valves that allowed sewage to overflow into streams, rather than streets or people’s basements. Although this was a best practice in the early 1900’s, using streams as open sewer pipes is a significant public health and environmental threat…”

“In 2002, Baltimore City finalized a Consent Decree… outlining how it would end the chronic sewage overflows into local streams that were fouling the Inner Harbor…”

“Between 2002 and 2016, Baltimore City completed half the work that was described in the Consent Decree - but backups of sewage into homes in Baltimore grew from a minor problem to a major hazard” According to an investigation by the Baltimore Sun, in 2004, the Department of Public Works responded to 622 sewage backups and by 2015, that number had hit nearly 5000.

 “When we closed those other 60 overflows that actually increased the number of basement backups that we saw in the city. Again, because the sewage has to go somewhere.” ~Department of Public Work’s General Counsel

At SERVPRO, we see sewage spills daily throughout the city and counties. Early November, we were honored to help multiple homeowners recover in all eight of their attached city row homes from a large sewage backup affecting basements. We chose this job as our "Quarter Job" not only for our quick response to completion timeline, but also because it is a great example of our full-service capabilities.

The call came to our office early on a Friday afternoon and we had crews on-site within 30 minutes to start sewage extraction from row home basements. Because drywall wicks up water as fast as 1 inch per hour and sewage qualify as water loss Category 3 (water containing unsanitary agents, harmful bacteria and fungi, causing severe discomfort or sickness), it was necessary to cut drywall and remove insulation to 2' to allow proper drying and sanitation. All content in the sewage-affected basement was removed and disposed of. Including some appliances. We are proud to be the "one-stop solution shop" for all customer problems. We handled repairing appliances for those homeowners and helped to provide even more timely solutions.

Many people don't realize that SERVPRO not only mitigates your disaster, but we'll put it all back together. "Like it never even happened," remember? That's what we did for the 8-row home basements affected by this mass sewage backup. Our mitigation teams finished and our reconstruction team moved in, replaced all contaminated insulation, installed fresh drywall, and repainted the entire basement. Our team laid new carpets, tile floors, installed new kitchen cabinets, bathroom vanities, and kitchen backsplashes tiled. New doors were installed and decorated, and appliances were installed. All this, time 8 homeowners, completed in 35 days.

Our team members signed up for a dirty, messy, and labor-intensive job. However, the pride they take in bringing back people's lives quickly and efficiently couldn't be greater. That's what Team Wall's SERVPRO Disaster Recovery Team loves to do... we love being your "One Stop Solution Shop!"

Insurance Agents, Meet Matterport

1/28/2020 (Permalink)

The Matterport is the pinnacle of new real-estate technology

Have you ever been deceived by the amount time insurance claims take to settle? You know that time is money if you're a professional insurance broker or property manager! The cost and time involved in settling a conflict over the property is usually based on the competence and efficiency of the maintenance and repair undertaking. If you are using a contractor who is without the expertise, training and equipment to make accurate estimates, your insured or tenant's retention is at great risk. Nonetheless, if you hire the right professional to help settle your case, your estimate, fast turnaround time and quality work will give you an insight into accuracy. At the end of the day, the claim will be treated equally, efficiently and your insured or occupant will be paid.

The Matterport Introduction! The most advanced 3D camera ever made. With over 2 million spaces available, Matterport holds the largest 3D structure file database in the world. The Matterport is a game changer that can more effectively solve claims through high-definition images, accurate floor plan measurements and guided tours. Imagine walking through a house or business structure literally to evaluate damage without ever leaving your office chair! You can now!

No more sketches and your own measurements, because you have no faith in the contractor you have hired to help resolve your claim. You can now see interactive environments from several different angles as an insurer, a contractor or a property manager to calculate accurately, access three-dimensional, self-guided tours, OBJ 4 K print quality photos and comprehensive floor plans. Matterport has transformed the idea of the reconstruction and rebuilding industry as a specialized technology company that created the first end-to-end video capture device.

Employee of the Quarter (Q4 2019)

1/22/2020 (Permalink)

Tim is an incredible asset to our team.

This is the official write up regarding our Employee of the Quarter for SERVPRO Harrisburg West! This person was chosen because of their outstanding work and their dedication to the 7 Pillars of Success we have outlined in previous meetings. Accountability, Solutions, Team, Hustle, Quality, Consistency, and Persistence.

The Employee of The Quarter this quarter was 

Tim Miles 

Paul Naugle had this to say about Tim, "Our 4^th quarter of 2019 was filled with many changes, both in staffing and in growth of our business.  Tim quickly stood out as someone who was willing to do whatever it took to get the job done!  He didn’t shy away from any project or situation and always put his best efforts in. Tim is truly an asset to our team."

Owners Corner: 4th Quarter 2019

10/18/2019 (Permalink)

Team Wall Members

Our franchise owners, Jim and Trish, like to make sure that they are always transparent about the things going on at our SERVPRO. To do this, one of the things Trish enjoys is writing up a Quarterly recap and distributing it to our loyal customers and potential new ones. Below is the Owners Corner, written by Trish wall. Please feel free to email us directly if you have anything you would like to ask us!

    Wowza. Has it been a year! Last quarter’s “Owner’s Corner” focused on the big, surprise announcement that occurred earlier this year.

Just as a quick recap, Blackstone entered into a recapitalization and long term partnership deal with SERVPRO Industries in March 2019. Blackstone did an incredible amount of market research and determined there is huge growth potential for the SERVPRO franchise system in the restoration market. This single conclusion has been THE catalyst for innovation and change for SERVPRO franchises across the country.

So how has it affected Team Wall’s business and franchises? One word… “wholeheartedly”. 

In January of this year, we had a total of 3 franchises and were a month away from opening up our very first out of state office in Harrisburg, PA. Now, here we are, midway into fourth-quarter 2019, and we have acquired a total of 11 franchises and are operating in 3 locations. This is the most in SERVPRO history and Team Wall is honored and proud to pave the way for others in our franchise community.

So let’s get down to it. Where in the world is Team Wall’s SERVPRO Disaster Recovery Team? Well, here’s the rundown:

1. Hunt Valley & Harford County: Our office is located in Sparks, MD; Employs over 70 people; Services Maryland, Virginia, Southern Pennsylvania, Delaware, and travels the East Coast for Catastrophic Storm Response; We offer full service mitigation and reconstruction in this office.

1. Harrisburg West: Our office is located in Camp Hill, PA; Currently employs a team of 15; Services Central PA and travels the East Coast for Catastrophic Storm Response; We offer full service mitigation and reconstruction in this office.

1. Metro Pittsburgh East: Our office is located in North Versailles, PA; Currently employs a team of 30; Services Western PA, Eastern Ohio, West Virginia, and travels the East Coast for Catastrophic Storm Response; We offer full service mitigation and reconstruction in this office.

Running 3 offices and a team of 115 plus employees may seem like a daunting task, but we have searched high and low for some amazing team members to help make this adventure a successful one. Please check them out in our 4th Quarter hiring class article! These added members to our team really have made a significant impact already and have been so helpful in navigating our new business model. 

Expanding geographically means nothing but good things for our customers:

• Larger Geographic Territory: Operating 3 offices spaced out throughout the Mid-Atlantic Region enables us to service customers who have multiple locations as well. We can be the go-to vendor to count on no matter where a property is located.  

• Larger Team: We have 4 crews in our smallest office and 15 crews in our largest… and that number is only growing. If a large influx of work affects one office, we can share resources from our others to ensure a quality and timely job is produced. These shared resources apply to production staff, equipment, office responsibilities, training, and so much more. Sharing resources and best practices makes Team Wall a more effective and reliable team no matter what region we are serving. 

• Focus: Growing from 1 to 3 offices in a 250 mile radius within a mere 10 months may seem disorienting, but we have been able to focus more than ever. Focus on our processes, on our team, on our service lines, on our training programs… bottom line… on our business in every aspect. This has made our team more reactive, more knowledgeable, and completely focused on a superior customer service experience. Jim and I are focused on working “on” our business and not “in” our business. We have seen the positive impact this has made in the short term and we’re confident this will make us the restoration vendor of choice in the long term. 

Looking back through this article, we have used the words “change”, “daunting”, and “disorienting”. But, we’ve also used the words “innovation”, “impact”, and “successful”. 

“What you get by achieving your goals is not as important as what you become by achieving your goals.” ~ Henry David Thoreau

We are excited to see where this road leads us and, as always, thank you for your support and loyalty as a customer!

Sincerely,

Jim and Trish Wall

Dave Royer - Employee Highlight

9/20/2019 (Permalink)

For an employee highlight we decided to aim the spotlight on our Director of Operations of our New Cumberland/Carlisle office; Dave Royer!

After his training in January of this year, he opened the doors to SERVPRO of New Cumberland/Carlisle in February and he has grown the branch from no employees to over ten in less than eight months.

His knack for leadership, work ethic, and resourcefulness has also helped assist our team in acquiring further franchises as well.

Outside of SERVPRO, Dave is a family man who enjoys spending time and doing fun things with is loved ones, especially when it involves outdoor activities. He also enjoys listening to late 90s/early 2000s alternative rock. Dave has a knack for cooking as well and has developed his own pasta recipe in which he creates his own type of noodles, leading to delicious variants of numerous meals.

We are grateful to have someone like Dave leading the charge for our New Cumberland/ Carlisle franchise and for someone with his work ethics and values help extending our company reach further! 

SERVPRO Cares

8/16/2019 (Permalink)

It has always been important for owners Jim and Trish Wall to give back to the community. They were thrilled to be a part of St. Vincent's Villa Pancake Breakfast with Santa, sponsored by the Knights of Columbus on Saturday, December 8th.

Our SERVPRO reached out to friends, family, vendors and to the public, and boy did they respond! We collected $1,350 which was matched by the company for a total donation of $2,700 for gift cards for the children of St. Vincent's, a comprehensive residential treatment facility for children, ages 5-14 operated by Catholic Charities of Baltimore. Our generous donors had their names written on ornaments placed on a tree which was presented to St. Vincent's along with gift cards and small gifts by our festively dressed marketing staff, and our very own SERVPRO Storm-troopers.

As you can imagine, the Storm troopers were a big hit with the children. According to Trish, "This morning was truly one of the most special and rewarding experiences I have ever had. Watching those kids’ faces was priceless and getting to interact with them to make them smile was amazing. Thank you all for making this a possibility and I really hope we can make it an annual event."

ERP Profile

8/12/2019 (Permalink)

Statistically speaking, up to 50% of businesses fail to completely recover after natural disasters. For the most part, the businesses that are able to recover had formulated an emergency plan beforehand. Similar to an insurance policy, this preparedness strategy can decrease anxiety before a disaster and promote an overall calm attitude through confidence that your business won’t suffer too much damage.

Though there are many different kinds of natural disasters, they can all be dangerous and equally important to pay attention to. Therefore, it is important to prepare for all of these types despite their size.

To help you to put an emergency plan in place for your home or business, SERVPRO has created Emergency Ready Profile (ERP) app for tablets and smartphones. This free app is easy to use and will be helpful in the creation and management of your own emergency plan, keeping it simple and easy to understand.

The app makes it easy to complete the formulating process, taking virtually no time at all. It also eliminates steps that would take time by verifying which SERVPRO you prefer and allowing for more rapid completion of beginning authorization work, preserving your time and money.

An added perk of the app is immediate access to information including shut-off valve locations, important areas, and contact information during emergencies, ensuring that you will be “ready for whatever happens”.

Job of the Quarter Q2

8/12/2019 (Permalink)

This section of our newsletter is usually devoted to describing a specific job we completed that generated an overwhelming sense of satisfaction and achievement in our team. Upon reviewing the completed jobs of 2019’s second quarter, we came to the conclusion that instead of just one job in particular, it should be the entirety of a new branch of our franchise that has marked great pride to our team.

Ken Matejek, an owner/operator, represents SERVPRO with great pride and believes in our brand wholeheartedly. Being able to help people across the country get back on their feet after disaster strikes is what he enjoys most and finds the most gratifying. Deciding to leave Massachusetts was bittersweet, but a necessary leap in order to focus on doing what he loved most. Joining Team Wall allowed Ken’s passion for helping those in need to become a reality.

Alongside members of the travel storm team, Ken has aided in restorative services across the country since the partnership was formed earlier in the year. Examples of these services include February’s deep freeze in Chicago, spring flooding in Minnesota and Iowa during March, microburst flooding in a small section of Central New Jersey, and July’s flooding in DC. These services have contributed to helping more than 115 homeowners across the country make it “Like it never even happened." For Ken’s willingness to take a chance, taking part in our team and building a residential storm response team that has proven to be beneficial nationwide, we are so thankful. We’re excited to feature more stories of SERVPRO heroes in the future.

Happy 10 Year Anniversary!

5/1/2019 (Permalink)

Our SERVPRO family!

May 2019 marks a very big milestone for the Wall Family. 10 years as SERVPRO owners and operators!

Many people don’t know the personal journey behind our SERVPRO franchises and many more don’t realize that SERVPROs are independently owned and operated.

There are over 1800 SERVPRO franchises throughout the United States and Canada. Our family runs and operates three of these offices: Hunt Valley, Harford County, and New Cumberland/Carlisle, PA. It’s been a path of quick growth and an incredible amount of dedication and hard work by an entire team of people.

We thought sharing our SERVPRO story might be appropriate for our 10-year anniversary. So, here’s how we got here…

Jim and I met while working in Philadelphia, PA at a public accounting firm, KPMG. We were engaged quickly… 6 months! And, at the same time, left our public accounting firm jobs to pursue other career paths. Newlywed life was good and our jobs were solid. That is until the recession rocked our country to the core. We found ourselves laid off (both of us), living with Jim’s parents, and pregnant with our first child. Life never goes the way you plan it, does it?

An opportunity to open a SERVPRO franchise in Hunt Valley, MD presented itself and we are thankful every day for taking the chance. SERVPRO corporate provides tremendous support to their franchisees and their core values aligned directly with ours. It was a great fit, and luckily due to the optimism youth can bring, we took the risk, moved our life to Northern Baltimore County, rolled up our sleeves, and got to work.

This is very much the abbreviated version and those 10 years hold a lot of trials and tribulations along our path to growth. It is ultimately the solid team we have been so lucky to build that has helped us grow to be among the top 20 of 1800 SERVPRO franchises. Consistently. Year after year.

We want to take the opportunity to thank all of you directly for your continued support through out the last decade. Ultimately, if it wasn’t for a customer, we would not have the opportunity to be a business. Thank you very much for giving us a chance to earn your business not just once, but for a lifetime.

Many thanks and looking forward to another great 10 years on this SERVPRO journey!

Jim and Trish