Job of the Quarter (Q4 2020)
PrimeCare Medical Rebuild
It’s no secret that 2020 has thrown us many wide-ranging, strange challenges. In order to thrive this year, we’ve learned that embracing a “let’s figure it out” attitude by seeking alternatives and adapting to the curveballs that have been thrown at us is key. In fact, this kind of attitude isn’t just helpful in the face of unpredictability, but at any point in time.
We have “7 Pillars” that we value at Team Wall: Solutions, Hustle, Persistence, Team, Accountability, Consistency, and Quality. Every day, our team is expected to embody these 7 Pillars. They’re more than just buzzwords. They’re the very aspects of our customer service that set us apart.
What we look for when choosing the “Job of the Quarter” is an example of all 7 Pillars at work. This quarter, it was our work at PrimeCare Medical without question. In addition to displaying our 7 Pillars, this job also debunked a stereotype that SERVPRO “doesn’t do rebuild work”, which simply isn’t true. Here at SERVPRO, we handle everything, from the beginning of the job to the very end.
Our phone rang just after 3 AM with a request for emergency water mitigation services at a Harrisburg office building that had undergone a sprinkler head malfunction. As a result, the building had suffered water damage to its structure and a water discharge that affected over 2 dozen offices on the second floor. Our team arrived onsite and began work by 4:20 AM that same morning. We mean it when we say that our response time is second to none.
We met with the building’s ownership later that morning and finalized a plan to execute the rebuild as soon as we finished our mitigation and demo process. While that may sound like a quick conversation, a large portion was spent discussing the subject of “Rebuild” because the ownership wasn’t aware that SERVPRO carried out reconstruction work. Because of this, they were hesitant to put this job into our hands, but our lead time was what secured the job. We are able to begin reconstruction work just one day after the completion of mitigation services. When using several vendors, that turnaround time is difficult to match, especially in commercial work when as we all know, time is of the essence.
Our team finished the water mitigation and demo process for the contents and structure of the building throughout the following 3 ½ weeks with our trademark hustle. All the while, we were busy planning behind the scenes for the reconstruction work on the affected areas. We promised the ownership a 60-day turnaround time. In order to execute the job on time, we knew that planning and preparation would be critical.
We succeeded and fulfilled the customer’s requests, leaving the customer so pleased that they gave us additional repair work to put the finishing touches on the building’s restoration and rebuild operation. We committed to completing this additional repair work within 30 days in order to get the company back in their building as soon as possible.
Every job is unique, which is why we make it a point to communicate with our customers on a regular basis, ensuring that our work is meeting their specific needs. Throughout this job, we were in regular contact with the customer as well as key stakeholders, updating them on our progress.
After any disaster, SERVPRO Disaster Recovery Team - Team Wall aims to be your “one-stop-shop”. Over the years, our Reconstruction department has grown into a strong, talented team that lives up to that famous SERVPRO motto, “Like it never even happened.” The opportunity to help companies such as PrimeCare Medical is something for which we are grateful every day and we look forward to future opportunities to do the same for you and your customers.