5 Dimensions of Customer Service for Any Business

Dimensions of Customer Service

 

Customer service is the lifeblood of any business. You can reduce rates and slash prices to bring in as many new customers as you want, but unless you can retain some of those customers, your business won't be profitable for long.


We would like to share some interesting results from a national poll regarding the five most important elements of customer service.

5 Most Important Dimensions of Customer Service

1. Reliability
a. Do what you say you're going to do.
b. Do it when you say you're going to do it.
c. Do it right the first time.

2. Responsiveness
a. Answer your calls or respond in a timely fashion. But mainly, answer your calls so I can speak to a live person.
b. Speed. Respond quickly so I feel reassured.

3. Valued
a. Make people feel as though they are your most important customer. Don't say or imply you are too busy with anything or anyone else. Make their concern your only priority.

4. Empathy
a. "I'm sorry for your experience.... So that I can help you better, would it be okay if I ask you a few questions?" The sincere use of empathy reassures people you care and puts them at ease.

5. Competency
a. Knowledge and exeperience is a necessity for any reputable business to be taken seriously.

PuroClean Professional Services
NE Ohio's "Paramedics of Property Damage
866-944-7876

With Frozen Pipes Thawing and Snow Melting, PuroClean and Area Plumbers Scramble to Fix Water-Related Issues

As a result of the recent, yet typical, frigid temperatures that winter brings to Northeast Ohio, many area plumbers, public service workers, and PuroClean Professional Services have been busier than normal dealing with frozen and ruptured water pipes and lines to homes and businesses.

Many calls PuroClean has received have been busted water lines to attic crawl spaces and basement areas. Some property disasters left behind over five feet of water.

Area residents have been put in a position to call their respective public service workers to come and shut off their water after problems with pipes have been discovered.

Melting snow is an annual formality facing the Northestern area of Ohio. Sometimes this can affect properties lacking the foundation support to with-hold the added amounts of water that melting brings. A lot of back-ups, leaks, etc. have been troubling many area property owners and even businesses.

If you have experienced any water-related property disaster please don't hesitate to contact a professional company. Time is of the essence with these circumstances and the longer you wait the more you jeopardize the structural integrity of your property.

PuroClean Professional Services provides 24-hour emergency property disaster services.

Call 866-944-PURO (7876)

Ice Damming in Northeast Ohio

Emilio Soli, George Cruz - Managing Partners

Ice dams are the accumulation of ice at the eaves and valleys of roofs, and in some winters create major problems for property owners in Northeast Ohio. Insufficient attic insulation and/or attic ventilation can cause roof snow to melt and slide down to the eaves, where the roof surface is cooler and the melting snow freezes to the roof. Subsequent melting causes water to pool behind this dam and sometimes the water seeps between the shingle layers, wetting the roof deck and possibly the walls and ceilings below. The surrounding counties of the Greater Cleveland and Akron metropolitan areas saw record amounts of ice accumulation last winter and it is expected to be a prevalent issue again this winter.

To prevent ice damming, the attic must be well ventilated. This will allow the roof to maintain a more uniform temperature by quickly removing any warm air that reaches the attic space. In addition, the ceiling must have an adequately sealed air and vapor barrier, and be well insulated to prevent excessive heat loss to the attic. Important techniques to employ include:
- Ensuring correct installation of insulation at eaves.
- Ensuring adequate airflow through attic eaves.
- Ensuring adequate ceiling insulation to keep warm air from rising to attic and through roof.
- Carefully sealing all ceiling penetrations (light fixtures etc.); to keep warm, moist air out of the attic.

If you have any questions, please contact us at 866-944-PURO (7876). We help restore property to its original state after property damage such as this occur.



http://www.purocleanproservices.com

PuroClean Plumber Referral Program in Northeast Ohio

We understand that referring a restoration provider to your customers is a reflection on you and your business. The foundation to any partnership is trust and commitment. That is why we developed our Plumber Partnership Program to formally pledge our commitment to building and maintaining a lasting relationship with you. It is our goal to become your preferred restoration resource any time your client experiences a water loss or mold threat to their property.

Through our exclusive Plumber Partnership Program, we promise to ensure customer satisfaction every time. We will respond, rescue and restore your customer’s property with the highest degree of professionalism, quality, integrity, and compassion. We will nurture our relationship and provide mutually-rewarding opportunities.

Our Pledge to Plumbers:

Your customers will save money. We can save your customers from 15-40% on damage costs. We specialize in stopping the problem with minimal disruption, and preventing further damage.

Our professional damage mitigation techniques and processes in the aftermath of a water emergency save not only replacement costs, but extenuating damage and repairs. We also provide a one-year guarantee on our workmanship and materials.


When it comes to property damage, we’ve got you covered…any time, day or night.

Call us after you have resolved issues including: broken pipes, broken water heaters, other water related damage.

Our services include:
- Water Removal Services
- Emergency Water Extraction
- Drying and Dehumidification
- Mold and Mildew Odor Removal and Elimination
- Carpet and Carpet Pad Restoration
- Carpet Cleaning, Deodorization, and Stain Removal
- Mold Remediation Services
- Professional Drying with the Latest Scientific Equipment
- Full Mold Remediation to include containment and removal of required materials
- Professional Deodorization
- Cleaning and Sanitizing of Structure, Fixtures, and Contents
- HEPA Air Filtration and Vacuuming

Please call us at 866-944-PURO (7876) to further discuss our plumber referral program and how you and your business can benefit financially.

How to Avoid Burst Pipes from Freezing Temperatures in Ohio

• Leave kitchen faucets on a slow drip, because running water has less chance of freezing than still water.
• Open cabinet doors under sinks to expose pipes to warmer air circulation.
• Wrap pipes in vulnerable places outside with heat tape, available at local hardware stores.
• Unhook hoses from outdoor faucets.
• If washing machine or water-using appliances are in an unheated area, turn off water supply to those machines if you're not using them.
• Shut off irrigation systems.

If you have any additional questions or concerns, please call PuroClean Professional Services at 866-944-PURO (7876). If you've been the victim of frozen pipes, we can help clean, prevent mold, and restore a property to its original state.

Mold Inspections, Testing, and Removal

PuroClean offers professional Mold Inspection, Mold Testing, and Mold Removal Estimates in the greater Cleveland & Akron metropolitan areas.

Call us toll free: (866) 944-PURO (7876) to schedule an appointment.

Professional Mold Inspection: PuroClean works with you to help determine the source of the moisture and how to correct the problem. PuroClean uses professional meters to detect moisture levels in the air (humidity) and in contents/structure. Addressing the moisture issue causing the mold problem is the most important step in the mold remediation process. PuroClean will provide you a detailed line-item mold removal estimate for consideration and possible review with your insurance company.

Mold Testing: PuroClean will take several air and surface samples and submit them to an independent AIHA certified laboratory for mold analysis. A professional laboratory report will be provided to you detailing the mold (spore) type and count for each sampled surface and/or area. An outdoor air sample will be taken as well for reference. PuroClean will review the report with you in detail and answer any questions regarding the results.

Mold Removal: Upon your acceptance of PuroClean’s mold removal estimate, certified technicians will:

· Contain the affected area(s) and place under negative pressure with HEPA filtration.
· Remove and/or clean the affected contents and structure as needed (Mold Remediation).
· Apply an anti-microbial agent (fungicide-biocide) to the affected area(s).
· Professionally dehumidify and dry the affected area(s) as needed.
· Submit complete job estimate, photos, and invoice directly to insurance company if applicable.

Prices:

· Professional Inspection & Mold Removal estimate preparation only: $135
· Professional Mold Testing, Inspection, and Mold Removal estimate preparation: $275
· Professional Mold Removal (Remediation) & Professional Drying (as needed): Varies by job

Water Damage Can Occur at the Most Inopportune Times

Water damage may occur as a result of fire damage, broken pipes, blocked drains, malfunctioning appliances, storms and other causes. The appropriate treatment depends on the nature of the damage. Some water carries contaminants and should be considered hazardous. Whatever the origin, the prospects for restoration depend largely on the speed with which your building and personal property can be dried. Even clean water can generate mildew and other bacterial growth if neglected.

Do's:

• Ventilate wet areas. In summer, turn on air conditioning to accelerate drying. In winter, alternate cycles of opened windows and heating.
• Remove standing water from flat surfaces by sponging and blotting.
• Take up saturated rugs and carpets when hardwood floors are at risk.
• Stay out of rooms where ceilings are sagging from retained water.
• Remove lamps, telephones and decorative items from wet furniture tops.
• Open drawers and cabinet doors for interior drying, but do not force open stuck drawers or doors.
• Freeze valuable books and documents to retard mildew growth until drying can be performed.
• Place aluminum foil squares, china saucers or wood blocks under furniture legs to avoid staining carpet.

Dont's:

- Operate TV's, vacuums or other appliances while standing on wet carpet or floors, especially not on wet concrete floors. Serious injury may result.
- Use heat to dry closed building interiors. Mildew and expanded moisture changes may result.
- Leave wet fabrics in place. Space them apart and dry as soon as possible.

Hopefully you haven't struggled with this type of hazard. If you have any questions please let me know or visit my website at www.PuroCleanProServices.com

Vandalism is Something Occurring in Vacant Homes: Quick Do's and Dont's

From our experience, vandalism often involves spray paint on walls, defacement of furnishings and the spread of noxious substances. Vandalism is one of the most difficult forms of damage to restore. Prompt action can often minimize the effect of vandalism and make restoration more successful.

Do's

• Hose down or wash egg damage from building exteriors as soon as possible.
• Vacuum glass particles from carpet and upholstery.
• Save containers and spray cans that may reveal the composition of inks and pigments.
• Save all wood chips and fragments from furniture, porcelain or art object.

Dont's

• Attempt to remove ink, paint or cosmetic stains; they can be permanently set if not handled properly.

Let me know if you experienced any of this yourself. If you have any additional questions or concerns, check out our website at www.PuroCleanProServices.com

Cleveland & Akron Experts Offer Tips to Reduce Losses from Water and Storm Damage

'Paramedics of Property Damage' Help Relieve Stress of Local Property Owners Suffering from Property Damage

Home owners suffering from water damage are faced with an extremely stressful experience. PuroClean, part of the nation’s fastest growing property damage remediation franchise, is prepared to immediately restore property, relieving the stress of property owners during an extremely vulnerable time.


Water loss and damage is a real threat for property owners. In fact, according to the Insurance Information Institute in the last year, 22 per 1,000 households have entered a claim for water related damage. "These situations are more common than most people think," said George Cruz, owner of PuroClean. "Water damage can often result from weather, such as storms or melting snow, or more often, from common household malfunctions such as pipe leaks, washing machine malfunctions or other plumbing problems."


To help minimize loss, and prevent further damage while technicians from PuroClean are en route, Cruz suggests property owners follow these guidelines:


Insurance

o Call your agent.

o Take photographs of the damage.

o Keep all receipts from hotel stays, home repair materials, etc.


Plumbing

o Check pipes on well pumps and irrigation systems.

o If sewage is backing up in the shower or under the toilet, your whole system is backed up. Call a professional and don’t use other sinks or toilets.


Roofing

o If the neighbor’s roof is missing shingles after a storm, you can assume that yours probably is, too.

o If only a few shingles are gone, try to cover the area with a garbage bag. o If you have a large area of ripped tar paper or wood, cover it with a tarpaulin and call a roofer immediately.


Electric

o Most damage to electrical systems comes from water.

o Appliances exposed to water should be serviced before being used again.

o Check for sparks or frayed wires if wires are exposed call an electrician and do not turn on the power.

o If it appears that water has infiltrated your breaker box, call an electrician.

o Avoid fallen and dangling wires or metal fences.

o If a limb has fallen on a power line, turn off the power and call the utility company.

o If a fallen limb touches your property, it becomes your responsibility, but you should not attempt to clear them as they may be tangled in power lines. Call an electrician.


Flooding (Take these steps to minimize damage before the restoration professional arrives.) o Throw out all food, including canned goods, medicines and cosmetics that have been touched by flood water.

o Keep a photographic inventory of anything that must be thrown out.

o Don’t take pets into a flooded area and never let them drink standing flood water.


Miscellaneous

o Turn on air conditioner if damage occurs in summer.

o Move valuable paintings, art objects and photos to a safe, dry place.

o Open closet doors, furniture drawers and luggage to aid in drying.

o Remove any wet fabrics and dry immediately.

o Hang furs and leather goods to dry separately at room temperature.

o Stay out of any rooms where the ceiling is sagging from trapped water.

o Turn off the breaker before unplugging appliances.


About PuroClean

PuroClean is a leader in property damage restoration and has earned the trust of property owners, insurance professionals and home service providers throughout the United States and Canada since 2001. Backed by a comprehensive network of over 240 franchise offices and a national training and business support center, each PuroClean office responds promptly to property emergencies demonstrating a high degree of professionalism and compassion. PuroClean certified technicians are thoroughly screened, insured and trained in utilizing the latest in mitigation technology and procedures throughout the remediation process while operating under a strict code of ethics. In addition to serving the needs of property owners, PuroClean offers hundreds of continuing education classes each year to insurance professionals and property service providers nationwide. In 2008, PuroClean trained over 7,200 insurance professionals nationwide helping them earn their continuing education credits. For more information on PuroClean, please contact George Cruz at 866-944-PURO(7876) or visit http://www.purocleanproservices.com/.

What to Do ... and Not to Do in a Water Emergency

Nation’s Experts Advise Property Owners How to Reduce Damage from Water-Related Emergencies

According to the Insurance Information Institute, water damage related incidents resulting from leaks and other “wet” mishaps are the No. 1 reason homeowners file claims with their insurance companies. Property owners can actually minimize damage and significantly reduce safety risks by following expert advice from PuroClean, part of a leading national franchise that specializes in mitigation and restoration services for water, mold, fire, trauma events and other types of losses.

As the “Paramedics of Property Damage,” PuroClean arrives at the scene of a loss and takes the necessary steps to bring the situation under control, preventing it from becoming worse, and finally providing restoration services to help put the property back to pre-loss condition.

“No one thinks that a water damage crisis could ever happen to them, but the unfortunate truth is that every American is impacted by water damage at some point in their life,” said George Cruz, owner of PuroClean. “Most people don’t realize the magnitude of a water-related disaster, and that there are actually some measures they can take themselves before we arrive to protect themselves and their property from further loss.”

To help minimize loss, and prevent further damage while technicians from PuroClean are en route, Cruz suggests property owners follow these guidelines:

- Remove as much water as possible by mopping and blotting the saturated area.

- Wipe furniture to remove excess water

- Place Aluminum foil between furniture legs and wet carpet.

- Prop up wet furniture cushions for even drying

- Lift drapes off flooring, loop through a coat hanger and hang on curtain rod

- Remove wet area rugs

- Turn on air conditioner if damage occurs in summer

- Move valuable paintings, art objects and photos to a safe, dry place

- Open closet doors, furniture drawers and luggage to aid in drying

- Remove any wet fabrics and dry immediately.

- Hang furs and leather goods to dry separately at room temperature

- Stay out of any rooms where the ceiling is sagging from trapped water

- Turn off the breaker before unplugging appliances

Do Not

- Use your household vacuum to remove the excess water

- Use electrical appliances while standing on wet flooring or carpets

- Enter a room where electrical cords are in water

- Wait to call for professional help. The longer you wait, the more damage will occur

Services provided by PuroClean include water damage restoration, odor control, fire and smoke restoration, sewage clean-ups, debris removal, water extraction, sanitization, crawl space drying, trauma restoration, emergency board-ups, structural drying, wind damage, disinfecting, mold removal and basement drying.

PuroClean’s technology allows people to repair their homes and regain their lives after a disaster. Quickly providing the insurance community and property owners with disaster restoration and mitigation services, PuroClean minimizes loss and prevents additional damage from mold, soot, smoke and odors to structure and contents.

About PuroClean

PuroClean is a leader in property damage restoration and has earned the trust of property owners, insurance professionals and home service providers throughout the United States and Canada since 2001. Backed by a comprehensive network of over 230 franchise offices and a national training and business support center, each PuroClean office responds promptly to property emergencies demonstrating a high degree of professionalism and compassion. PuroClean technicians are thoroughly screened, insured and trained in utilizing the latest in mitigation technology and procedures throughout the remediation process while operating under a strict code of ethics. In addition to serving the needs of property owners, PuroClean offers hundreds of continuing education classes each year to insurance professionals and property service providers nationwide. In 2007, PuroClean trained over 3,500 insurance professionals nationwide helping them earn their continuing education credits. For more information on PuroClean, please contact George Cruz at 866-944-PURO(7876) or visit http://www.purocleanproservices.com/

Cold Weather Can Lead to Frozen Pipes, Property Damage

PuroClean's Paramedics of Property Damage Provide Tips on How to Prevent Frozen Pipes

As winter weather sets in, and cold temperatures cause water to freeze and expand, homeowners are at a risk of damage from frozen pipes. Whether a pipe is plastic or metal, it cannot withstand the pressure caused by the expansion of freezing water.

According to the American Red Cross, pipes that freeze most frequently are those that are exposed to the severe cold, like outdoor hose bibs, swimming pool supply lines, water sprinkler lines, and water supply pipes in unheated interior areas like basements and crawl spaces, attics, garages, or kitchen cabinets. Also, pipes that run against exterior walls that have little or no insulation are also subject to freezing. Pipe freezing is a particular problem in warmer regions where pipes often run through uninsulated or underinsulated attics or crawl spaces.

PuroClean, known as “The Paramedics of Property Damage,” is a professional mitigation company specializing in property restoration and responding to water damage emergencies that can be caused by frozen pipes. George Cruz, owner of PuroClean serving Greater Cleveland and Akron, says, “This time of year, we experience an increased number of property emergencies due to frozen pipes.”

To help property owners reduce the risk of frozen pipes, Cruz provides property owners with the following tips:
- Make sure all pipes in unheated areas are insulated

- When it is extremely cold outside, let cold water drip from the faucet because running a small amount of water helps prevent pipes from freezing

- Keep the heat on if you are going away during cold weather

- Keep the thermostat set at the same temperature both during day and night

- Add insulation to basements, attics and garages to maintain higher temperatures

About PuroClean

PuroClean is a leader in property damage restoration and has earned the trust of property owners, insurance professionals and home service providers throughout the United States and Canada since 2001. Backed by a comprehensive network of over 230 franchise offices and a national training and business support center, each PuroClean office responds promptly to property emergencies demonstrating a high degree of professionalism and compassion. PuroClean technicians are thoroughly screened, insured and trained in utilizing the latest in mitigation technology and procedures throughout the remediation process while operating under a strict code of ethics. In addition to serving the needs of property owners, PuroClean offers hundreds of continuing education classes each year to insurance professionals and property service providers nationwide. In 2007, PuroClean trained over 3,500 insurance professionals nationwide helping them earn their continuing education credits. For more information on PuroClean, please contact George at 866-944-PURO(7876) or visit

www.PuroCleanProServices.com