Job of the Quarter (Q4 2020)
PrimeCare Medical Rebuild
Let’s face it, 2020 has handed us some pretty bizarre circumstances across the board. Adapting to these circumstances, finding alternatives, and embracing that “let’s figure it out” attitude have been the keys to those still smiling and thriving this year. We would argue to say these attitudes help people succeed at any moment in time… not just in a year filled with unpredictability.
At Team Wall we promote the “7 Pillars”. These are qualities we look for our team to embody on a day-in, day-out basis: Solutions, Hustle, Persistence, Team, Accountability, Consistency, and Quality. These are not just buzz words written on a wall, but attributes that set our customer service experience apart.
When choosing our “Job of the Quarter” we look for an example where all 7 Pillars are clearly displayed and embraced. There was no question. Our work at PrimeCare Medical not only checked this box, but squashed a common stereotype, “SERVPRO doesn’t do rebuild work”. Simply not so. We handle everything. You can count on us for every aspect of the job, from beginning to end.
It was an early morning just after 3 AM, when we received a call requesting emergency water mitigation services at an office building in Harrisburg. The building had suffered a sprinkler head malfunction, causing water discharge on the second floor that impacted over 2 dozen offices and, in short, water damage to the building’s entire structure. By 4:20 AM that morning, our team was onsite and ready to get to work. We’re not lying when we say our response time is on point.
After a meeting with the building’s ownership, we agreed to perform the rebuild upon completion of our mitigation and demo services. That sounds like a quick conversation, but a lot of dialogue surrounded the topic of “Rebuild”. The ownership had no idea SERVPRO performed reconstruction work. They were hesitant to hand this piece of the job off to us, but our lead time is what got us the opportunity. We can close up mitigation services one day and begin reconstruction the very next. That’s a hard metric to match when you are using multiple vendors and, as we know, time is always of the essence in commercial work.
Throughout the next 3 ½ weeks, our team hustled to complete water mitigation and demo work for the building’s structure and contents. Behind the scenes, we began planning for reconstruction of the affected areas. We committed to a turnaround time of 60 days. Preparation and planning, we knew, would be key to execution.
And execute we did. The customer was so pleased with our response and fulfillment of requests, that we were given additional repair work to fully complete the building’s restoration and rebuild process. Working quickly and efficiently, we agreed to have these additional repairs complete and get their company back to occupying the building within 30 days.
We know that every job is unique. That is why we keep in regular contact with our customers, making sure that we tailor our services to their specific needs. This job was no exception. We engaged in daily communication with the customer and key stakeholders in the process, keeping them updated on our progress and making sure we were meeting their needs.
SERVPRO Disaster Recovery Team – Team Wall strives to be your “one-stop shop” after any disaster. We have built a strong and talented Reconstruction department that helps our team truly live up to that oh-so-famous line, “Like it never even happened.” We are extremely grateful for opportunities to help companies like PrimeCare Medical and hope to be given an opportunity to help you and your customers in the future.