employee training | iRestore Restoration Software

Elevate Your Leadership: What to Expect at the 2023 Owner’s & Manager’s Retreat

Posted on October 12, 2023 by Jennifer Laffan

14 IICRC CEC Elevate Your Leadership: What to Expect at the 2023 Owner’s and Manager’s Retreat! Get ready for an immersive two-day event that promises to supercharge your leadership skills, inspire success, and connect you with industry experts and peers. In this blog, we’ll walk you through all the details of this exciting event, from the agenda to the presenters and everything in between. Plus, we’ll show you how you can secure your spot and make the most out of your experience.

Event Details:

Date: November 2-3, 2023
Time: 8:00 AM – 5:00 PM (EST)
Location: 1145 Commons Blvd, Reading, PA 19605
Cost: $795 (Includes breakfast, lunch, and dinner)

Comradery, Collaboration, & Workshops

Objectives:

At the 2023 Owner’s & Manager’s Retreat, we’ve designed a dedicated space for you to strategically focus on your organization’s growth while allowing you to recharge and rejuvenate. Our event will address pressing issues faced by leaders in service-based industries and equip you with actionable insights to implement in your own organization.

Meet the Presenters:

Our event boasts a stellar lineup of accomplished subject matter experts, each ready to share their knowledge and passion for success:

Day 1 Agenda:

8:00 am – 5:00 pm (7 Hours)

Day one kicks off with an exploration of effective sales strategies, tools, and knowledge to diversify your referral sources and create a culture of strategic discipline. Discover the art of operational sales, designing functions, and best practices that build long-term relationships based on trust. Then, put your knowledge to the test with a collaborative brainstorming session. Gain insights into company financials, including balance sheets, profit and loss, and cash flows. Understand how these numbers drive decisions and explore the concept of EBITDA. Wrap up day one with a panel discussion on financials and accounting, where our experts share their insights and answer your burning questions.

Unlocking the Referral Goldmine: Strategic Sales Tactics for Restoration Business– Presented by Scott Miller, The Growth League
Operational Sales with Facility Tour– Presented by Lisa Lavender, Restoration Technical Institute, and iRestore
Sales Collaborative Group Activity: Brainstorm and Develop Strategy
Keys to Understanding Your Financials– Presented by Craig Mengel, Herbein + Company, Inc.
Financials and Accounting: Panel Style Discussion and Wrap Up- Panelists– Lisa Lavender, Scott Miller, Craig Mengel

Day 2 Agenda:

8:00 am – 5:00 pm (7 Hours)

Reflect on day one and prepare to implement the knowledge gained. Lisa Lavender will guide you through actionable takeaways and action items. Explore workforce trends, talent acquisition strategies, and ways to engage with the local workforce. Expand your reach beyond your immediate region. Delve into work loading, technology, and warehousing principles to enhance efficiency and streamline your operations. Learn how to unleash your leadership potential by changing the way you communicate and listen to your team. Regain time, improve accountability, and develop your people.

What Are We Taking Back and Doing?- Facilitated by Lisa Lavender
Expanding Your Talent Attraction Outreach- Presented by Laurel Cline, Herbein + Company
Work Loading, Technology, Warehousing for Efficiency- Presented by Mark Warner, The Bullen Companies, with Chuck Boutall, Restoration Technical Institute, John Perella, Restoration Technical Institute, Lisa Lavender, Restoration Technical Institute
Developing a Culture of Accountability, Unleash your Leadership Potential- Presented by Erik Berglund, Language of Leadership

In the words of Armstrong Williams, “Networking is an essential part of building wealth.” Throughout the event, you’ll have ample opportunities to network and collaborate with fellow industry leaders, further enriching your experience.

Don’t miss this chance to propel your company forward, foster team engagement, and hone critical operational facets. Secure your spot at the 2023 Owner’s & Manager’s Retreat today and get ready for a transformative experience in leadership and business success. We look forward to seeing you there!

AGENDA

From the Desk of Dad: 10 Wisdoms for Business

Posted on August 11, 2023August 11, 2023 by iRestore

By Lisa Lavender M.T.R., M.F.S.R., M.W.R.

Photo credit: Poike / iStock / Getty Images Plus via Getty Images

August 7, 2023

I lost my dad unexpectedly in June 2023. He was an amazing dad, grandfather, friend, mentor, coach and much more. He left a lasting impact on everyone he encountered. He was also my editor and so if there is a comma out of place or a poorly constructed sentence, you now have insight into my going off the rails a bit. As a bonus, he would pass along overall encouragement, constructive feedback, and his least favorite topics would be tools and technical which I would respond, “Dad, restorers like it.”

I could write a book to memorialize the lessons and wisdom that he passed along to me, my family, and anyone who was simply willing to listen and learn. I knew he contributed to the business. As I reflect, my father shaped me as a human being but also in business, and I realize more now that it is completely intertwined.

Since retiring as an executive from Prudential Insurance in 2004, he joined the team, giving himself the title of Consultant and then promoting himself to Sr. Consultant. He worked for snacks and an occasional thank you sandwich. He could do anything, but he chooses to work, mentor, coach, and follow his professional passions of insurance, developing others, company culture, and operations. He developed and executed courses, human resources, coaching, articles, research, and even would help prep meals for class, anything to help. And to quote my sister, on a note that he had saved and cherished, “We could not have done it with out you!” (the building of the business)

I take the opportunity to share some of the wisdom that he has passed along that has helped me and others find joy and success.

Be responsible and take care of your things: When I was 5, he had bought me new sneakers. I had left them outside. He hid them and addressed the “situation” to make sure that I learned and understood the value of the sneakers, the importance of respecting the value, and taking care of my things. He was fun-loving, not too strict; this story was an on-going joke our entire life as I would often dramatically recount the story and tell him that it traumatized me. Which leads to…
Laugh every day: We joked and laughed every day, like the day I accused him of taking the Ding Dongs. Inspiring the value of laughter and happiness. At the Restoration Technical Institute our purpose is found in Inspiring Happiness, Pride, and Innovation in others. The value of laughter and happiness in our operations is shared in: Is Your Organization HAPPY? Which leads to…
Shared values: It was over 20 years ago that he said, “Lisa, it is time to document the company values,” which inspired my first Restoring Success article, Core and Shared Values. Which leads to…
Focus on what is important and maintain perspective: He taught us to calibrate our perspective meter and focus on things that matter in the business. In a management meeting, he wrote on the board a “Give a SH!# Meter” that I adapted to be more “professional” and wrote about in, It’s All About Perspective. Which leads to…
Tacit approval: He educated me and brought focus to the concept of tacit approval by walking into my office and garnishing my attention to the matter by holding up a piece paper with the words, TACIT APPROVAL, which inspired a New Years Resolution and my article, No More Tacit Approval. And then there is…
Understanding insurance: He coined the phrase when teaching restorers about insurance, explaining how important we are in the system, that we are “delivering on the promises in the policy.” The story of Dad teaching me about insurance and the value as a restorer is found in, Understanding the Insurance Industry. Which leads me to add…
Lead by example and embrace change: He led by example which garnished unwavering respect from others. When he fought eLearning, Zoom, and any related technology implementation, he self-assessed, came in and said, “I need to be open- minded and embrace change.” He was 72. And so, we began creating his Insurance for the Restoration Professional materials, eLearning. Which led to….
Drive safely: Another story for another time, but he was extremely passionate about safe driving, the dangers, the distractions, and was in constant motion on how he could make a positive impact in this area. He created this course, offered for free: Driving: What you need to know! By Paul Pinchak. He would always be notified when someone “bought” his free course. This made him feel fulfilled.
Be clear and concise: Let’s just say that I am a work in progress on the concise part. He would look at me and others and move his finger and say, “get to the bottom line”.
I believe he began to document a list for others to reflect and consider to help them find joy, work ethic, and fulfillment.

On his desk, was a yellow legal pad with the notes below sketched out. I know he intended to finalize, show me, and share it with others:

- Be Selfless – “concerned more with the needs and wishes of others than with one’s own”
- Be Curious – “an eager desire to learn and, at times, to learn what may not concern you in the moment”
- Be Influenced – “by the right people…we decide who we affect and who we allow to affect us”
- Care – “about what you are doing…believing and committing makes a meaningful difference in one’s well being”
- Be in the Right Culture – “more important than strategy…work in a culture where the values align closely with yours”

May some of dad’s wisdom that has helped me, and others, also bring you much Restoring Success.

Large Loss in the Restoration and Remediation Industry… Are You Ready?

Posted on June 8, 2023June 21, 2023 by iRestore

Lavender M.T.R., M.F.S.R., M.W.R., Thomas McGuire

June 7, 2023

As a restorer, once you catch the bug, the thrill of being called to action to respond, restore, and leave an impact, it is not uncommon to want to go to the next level; the Large Loss. We could consider this the Olympics of Restoration where all your technical, soft skills, and project management abilities are challenged. For those of us who are a bit of adrenaline junkies, it is a rush.

When speaking to CAT Volumes, large loss, or commercial restoration opportunities think about the Seneca quote, “Luck is when preparation meets opportunities.” In other words, as Director of Education, Chuck Boutall, would say, “You have to be ready before you can do it!”

As restorers, we often get caught up in the urgencies of the day. If we seek the opportunity to successfully respond to a large loss, we must get ready. Tom McGuire who developed and delivers his Large Loss Mastery course all over the world was inspired to get restorers ready before the call with the big one. “Learning on the job of a Large Loss will lead to disappointment and heartache. Why would you do that to yourself when you have decades of experience with some of the largest projects ever done at your fingertips?” McGuire states. His approach based on years of large loss experience is to prepare restorers to do the job right, on time and make a profit.

As we begin to consider what we need to do, consider doing a needs analysis. Evaluate your general operations, administration, in-house skills, and resources. The following is a brief list of considerations that we compiled to help you start evaluating your needs and determine if you are ready:

Knowledge and Skills: Do we know what we are doing?
- Soft Skills
  - Confidence
  - Communication
  - Resourcefulness
  - Drive for Results
  - Other
- Technical & Management Skills
  - Consider the types of losses, industries, buildings, stakeholders, and the related complexities. Evaluate yourself and your team’s proficiency and seek to learn where you find gaps. Being resourceful when you have a technical expertise gap will also serve you well.
  - Excellent Project Management skills are an absolute. Scheduling, planning, coordination, and documentation will need to go to a new level.
  - Management and Administrative: From estimating to invoicing, managing resources, budgeting, and job costing, the team and systems must be ready to manage and support the complexities related to a large loss.
- Resources:
  - Equipment, Supplies, and Materials
  - Alliances, Partners, Subcontractors, Consultants
  - Finances: You are not a bank, and it is important to have the financial resources available to fund a large-scale project.

Once you have evaluated the needs and capabilities of your organization, you can focus on next steps to get the team ready. The following is a list of considerations and tips:

Self-Assess: Engage the team in a self-assessment to drill down on development and training needs. It is critical that the team has confidence in the skills and abilities necessary to effectively manage a large loss.
Training and Courses: Based on the identification of skill gaps and training needs, enroll in courses. Training and courses will give you access to experienced experts, knowledge, and certificates that validate your expertise. Large Loss Mastery has developed a series that helps fill the gaps for the key roles needed to execute.
Practice: How do you practice when you do not have the opportunity?
- Start a “What would you do if”? This is best done as a group exercise.
  - What would you do if your local Museum had a fire?
  - What would you do if the Court House had a major water loss?
  - What would you do if the Hospital had a fire in one wing?
- When you have a loss, that may be only one or two units in a Condominium or one store in a mall; play out the scenario of it being eighty units or the entire mall.
- Look around any facility you step into and ask yourself what would you do to help the client recover from a catastrophic event? Fires, Floods, Mold, and Natural disasters happen all the time.
Resources: The skill of being resourceful and having the right resources when the opportunity to respond presents itself is imperative.
- Internal Resources: Evaluate and train.
- External Resources:
  - Existing – What do you have? Take an inventory and identify gaps.
  - New Resources – What other resources, relationships, and subcontractors are needed? Build and prepare your relationships and resource lists. It is good to have multiple resources per category.
Operations and Systems: Once you identified areas that need to be developed, make it happen. If you need to strengthen systems, administration, and documentation, doing so at the time of a large loss is not the time to address it. There are many details and the following article will give you some helpful tips: 8 Tips to Manage the Thousands of Details.
Finances: The billing and collections processes must be sound. Always know where the money is and who is paying, Receiving your Receivables. It is also best to evaluate your banking relationships and your cash flow needs for a large loss.
Confidence: Find confidence in your existing experiences, get training, and find experienced mentors.

When you are prepared for the moment, even if the job looks like luck to everyone else, you will know better, it was because of your dedication to having all “your ducks in a row” and being prepared for WHAT IF? HOW MUCH? AND HOW LONG? When you ask if you and your company are ready for large loss, say, “YES!” Preparation is an investment! Habit #3 of the 7 Habits of Highly Effective People, Stephan Covey, Put First Things First. “Prioritize and achieve your most important goals instead of constantly reacting to urgencies.” Put that big rock in the bowl: https://youtu.be/zV3gMTOEWt8.

May getting ready for Large Loss bring you much Restoring Success.

Restoring Success: How to Effectively Use Lists for Restoration Operations

Posted on May 19, 2023May 19, 2023 by iRestore

By Lisa Lavender M.T.R., M.F.S.R., M.W.R.

Photo credit: eyfoto / iStock / Getty Images Plus via Getty Images

May 8, 2023

For nearly 23 years in the industry, I have been making lists. All kinds of lists: supply lists, task lists, inspection lists, to-do lists, lists of lists that need to be made. After all these years, I am still making lists but with new eyes, knowledge, skills, and inspiration.

Over the years, I had moments of frustration and thought, “no more lists!” I have had a few rants: “Do not make another list because I probably already made it!” I have pondered the use of lists after they were made. Some of the lists fall into the category of “they don’t work if we don’t use it.”

If you are in this industry, you likely use a list, made a list, planned to make a list, or want a list. You may have experienced some list frustration. Where does our list passion come from? I have had the opportunity to have some great collaborative conversations with some of my restoration friends, and during one conversation I was referred to the book, The Checklist Manifesto, How to Get things Right, Autl Gawande. The following book review gave me goosebumps: “An electrifying manifesto that pairs the most advanced medical science with the humblest of tools: the checklist….” Donna Seaman, Booklist. The title alone tells us where our list passion is found, “How to Get things Right.” Summary: “…Atul Gawande makes a compelling argument that we can do better, using the simplest of methods: the checklist….how they could bring about striking improvements in a variety of fields, from medicine and disaster recovery to professions and businesses of all kinds…”

Lists are widely adopted tools in many sectors and well-developed, accessible lists can be valuable job aids that help our teams succeed and improve our operational outcomes. I am always inspired by my military veteran restoration friends. Not only is their service to our country an inspiration but also the experiences, ideas and strategies from their military background being applied to restoration operations.

I asked a process-driven military veteran and restoration business owner who I admire to share his thoughts on lists. Chris Sanford, MBA, Navy Veteran Business Owner, PuroClean Disaster Restoration Services:

“I believe lists are critical to help prioritize and maximize what one can accomplish in a defined period of time. For more than 23 years in the Navy while on active duty and now in the reserves, I have kept a “wheel book,” aka notebook, by my side or on my person and each one is filled with a list of tasks for each day. I’ve broken pages up into tasks for me, emails to write, calls to make, and tasks to assign. I also use different color pens to differentiate normal vs urgent tasks. I’ve tried different digital solutions, but haven’t been able to switch over completely. Bottom line: every successful officer I have met in the military uses lists extensively to ensure nothing slips through the cracks. I also appreciate a good checklist, which is a specific type of list that can be a template used to perform a routine task without missing a step over and over, or a one-time-use checklist for a specific event or project. If you are really into lists for larger events and projects, Google “Plan of Action and Milestones (POAM),” it’s a list on steroids. . .the military loves lists! I have incorporated this into my business and encourage our staff to use both task lists, reminder lists, and checklists each and every day.”

If you have struggled to make lists to serve as job aids, you are not alone. As you read The Checklist Manifesto, you will gain valuable insight and knowledge regarding the use of lists, the expertise, and the development process. Today, I collaborate with our teams to make job aids to use in our own operations, as training tools, and for the restorers we serve. Below is a glimpse of the variety of efforts which also resulted in our internal joke of making things simple is not so simple.

Textile Sorting Chart: Took about two weeks and many iterations. After testing it, it needed to be adjusted several times.
Water Truck Inventory List: 97 items, only basic items, 3 months of perfecting the list and formatting for practical use and implementation.
Basic Water Loss – Day 1 Simple Steps: Not simple to make simple steps. Approximately 3 months, many iterations, and resulted in 17 Simple Steps, with some reminder bullets.

Why is it so hard? It is a discipline with a series of best practices. This is important because the reality is all job aids, lists, are not created equally. I dug into the archives and as a young restoration company operator, I found my documents that were meant to be job aids were wordy documents that ranged from 300- to 1,000-word, single spaced, documents. This was the source of the problem. This was not an effective approach to giving the tools to the team that I was trying to create. They would be fine in a comprehensive manual but not serve as job aids. Here are a few tips (checklist) to help you develop and/or implement lists as job aids.

Simple: Be extremely concise. It is not a replacement for training and experience. I can attest that this is a very difficult element to conquer.
Format and Approach: There are a variety of approaches from a simple checklist to a flow chart. Example: How to Train Someone is an 8-Step Flow Chart
Design: The graphic design, font, colors, and imagery should all be considered.
Test: Test your list/job aid. Your first iteration may have missed something. This is part of the development process.
Incorporate the use of the lists and company expectations in your training and development initiatives.
Accessibility: The team must have access to the lists & job aides. It may be digital, attached to assignments, paper hanging in the warehouse, truck, or placed strategically like putting a PPE Bag Inventory List on the bag itself.

May using lists bring you much Restoring Success.

KEYWORDS: employee training how to increase restoration

Results-Oriented Training Starts with Commitment

Posted on May 1, 2023 by iRestore

Restoring Success

By Lisa Lavender M.T.R., M.F.S.R., M.W.R., Phill McGurk

United by a passion for Learning Cultures

I first met Phill McGurk in 2016, and I had the pleasure of tasting Vegemite. “I have to say, it’s an acquired taste.”

Fast forward, Phill and I reconnected and shared our passion for training, employing innovative technology in learning, and our industry in general. We are a global industry, and although there may be different regulations, languages, and units of measure, we are all united by many universal approaches, including our applications to training and engaging industry members. We are united by the need to have a culture of learning where our teams can grow and our companies can succeed.

Phill’s Journey

Learning is a lifelong journey. That’s right. The world is rapidly changing, and the workplace is no exception. It is important to embrace continuing education within the workplace. It benefits individuals and contributes to our organization’s overall success.

In today’s fast-paced world, the only constant is change. Industries are rapidly evolving, technology is advancing at a breakneck speed, and new, innovative approaches are replacing the skills we once thought were indispensable. As a result, the need for continual education within the workplace has never been more critical. By embracing a mindset of lifelong learning, we not only adapt to these changes but also drive our organizations forward. This allows us to remain competitive in this ever-changing landscape.

Continual education is not only about acquiring new skills or knowledge; it’s also about fostering a culture of growth and development. When we commit to learning and self-improvement, we inspire those around us to do the same. This collaborative atmosphere creates a thriving workplace where employees feel empowered and engaged. This translates into job satisfaction, increased productivity, and tremendous success for the organization.

As we consider the journey of learning, let us remember that education is not just a means to an end but a lifelong pursuit that enriches our lives, workplace, and community. By embracing continual education within the workplace, we create a brighter future for ourselves and the generations to come.

The Journey and Commitment

If you have struggled with enjoying the benefits of a Learning Culture in your organization, the solution may be found in commitment. “Only one in four senior managers report that training was critical to business outcomes.” (Harvard Business Review, 2016) In consideration of this sad statistic, we can gain insight into the element of commitment.

Robert O. Brinkerhoff’s High-Performance Learning Journey presents a curriculum design approach which uses an engineered process based on over 40 years of research. He notes that commitment is one of the most critical elements related to overcoming performance barriers in training outcomes. It should also be noted that Brinkerhoff’s design approach is focused on performance outcomes and linked to business rationale.

In Improving Performance through Learning, A Practical Guide to Designing High-Performance Learning Journeys, by Robert O. Brinkerhoff, Anne M. Apking, and Edward W. Boon, it is noted that when creating a High-Performance Learning Journey (HPLJ), the first core element is commitment. The authors continue to outline the groups whose commitment level will have an impact on training outcomes:

Participant Commitment: Are the members of your organization engaged and excited to learn? Is there a connection to their performance and opportunities to grow in your organization and industry?
Managers and Supervisors: In a broad sense, consider the commitment of the leadership. There are a wide variety of performance barriers post-training that link back to the leadership. A few examples include: continuous feedback, the opportunity to apply in the workplace, and even the amount of training and resources available.
Peer Commitment: When our peers to do not engage with us, or worse, apply “the way we have always done it” pressure, it will adversely impact the learning culture and diminish the return on training initiatives.
As we consider ways to build a learning culture, we must start with getting an unwavering commitment from all key people.

Using a Career Pathway to Build a Training Culture for Positive Returns

Building a training culture is essential for ensuring that employees have the skills and knowledge needed to make positive returns. The best training includes regular reviews and assessments so that professional development and improvement can take place. Companies must also reward those who demonstrate improved competencies through increased responsibility or compensation to ensure employees understand the value of training and its impact on their work. Make it a part of your culture that instead of asking for a raise, we ask, “How can I increase my value?” (Read More on that here.)

Taking time to nurture and develop existing staff through mentorship programs is key for successful engagement. This allows employees to familiarize themselves with new concepts while gaining the levels of confidence needed throughout their careers.

Mentors should provide constructive feedback, allowing progression towards meeting challenges within the workplace while also providing guidance and support if mistakes occur. Improving already established relationships between management and staff paves the way for a successful transition into a positive training culture.

| ▶ How to Train Someone: Steps.

Tips to Increase Commitment and Build a Learning Culture

Building a learning culture and commitment to learning is a key factor for long-term success. There are several ways to improve commitment from the top down and ensure that all team members feel part of something bigger.

Tips:

Focus on core values,
Provide recognition and rewards for successes,
Set goals and expectations,
Communicate and provide continuous feedback,
Invest in training and development,
Promote collaboration,
Foster autonomy and empowerment,
Include training and development in job responsibilities and performance evaluations,
Understand and utilize the concept of ROI in training, Return On Investment,
Tie training to performance outcomes with a business rationale (HPLJ),
Download Quick Tips:

These tips will help create an environment that promotes personal growth and overall organizational effectiveness.

Utilizing Technology

As advancements in technology continue to unfold, using innovative tools fit for the building restoration industry is only going to grow in its potential. We have come a long way from the traditional methods of completing projects; using new technologies will take us to an even more promising futures.

May getting commitment to training in your organization bring you much Restoring Success.