SERVPRO Brings Restoration Expertise to Eastern Massachusetts

SERVPRO prides itself as a leader in the restoration industry; with more than 1,700 franchises located nationwide, the Tennessee-based company boasts 24-hour residential and commercial service.

Patch: Tell us about the SERVPRO beginnings.

SERVPRO: My parents originally bought SERVPRO of Lexington-Bedford from a guy that won $1.3 million from MegaBucks. My father had health issues and retired in 2002, so I moved up from being “on the truck”— from going to every type of emergency fire or water damage job—to running the company. My brother, Dave, and my mother, Barbara, did their best to grow the company. In 2014, I purchased my parents' shares, and we purchased the Waltham/Weston/Watertown/Wayland franchise and moved to a larger office in Waltham.

Patch: How has SERVPRO contributed to the community?

SERVPRO: SERVPRO is very active in the local Chambers of Commerce, Rotary Clubs, food pantries, support victims of fires with emergency supply bags, and [we] support community events.

Patch: Tell us about some of the projects the company has been involved in within the area.

SERVPRO: For three years, SERVPRO has hosted softball games for Lexington versus Bedford and Waltham versus Watertown, where business owners and employees, with rotarians and members of BNI, come together on a Saturday to have a friendly game. The cost for the participants to play and have lunch is to bring at least one canned good or nonperishable items so we can bring them to the local food pantries. It is a wonderful fun event that does something good for others.

Patch: SERVPRO specializes in the Lexington-Bedford and greater Waltham areas. How did you come to select these locations? What is the significance?

SERVPRO: Now in our 33rd year of business, we are one of the most experienced restoration companies in the area. Our first office, originally in Billerica, was 900 square feet, [and] then we moved to a 3,600 square-foot office in Burlington. With the purchase of the new Waltham franchise, we wanted to be in the largest population, so we moved into a 10,000 square-foot office at 50 Sun St. in Waltham.

Patch: What are some of the more common mistakes you have seen homeowners make in terms restoration?

SERVPRO: The biggest mistake would be to call my competitors!

One big mistake is that some customers think they can take care of water damage themselves or that their regular contractor can take care of it. If you don’t dry things out fast and properly, you will most likely have fungal growth in your ceiling, walls, contents or flooring. Mold is forever! Mold will never go away on its own. You have to remove it.

Patch: How has the restoration industry transformed through the years, and how does SERVPRO stay ahead of new developments?

SERVPRO: The process for water damage cleanup has changed the most over the last 10 years. Now, we use psychrometry (the science of drying) to determine how much moisture there is in the air and materials, how it is drying and when is it really dry.

The drying equipment is far superior than 10 years ago. We use axial air movers for evaporation, low-grain refrigerant or desiccant dehumidifiers to remove moisture from the air and climate-control devices, like portable heaters and air conditioners to increase drying effectiveness and shorten the length of drying times. If your restoration company brings in fans that look like a snail and a conventional dehumidifier, kick them out! That technology is 10 years old!

Patch: Tell us about the SERVPRO team. What certifications do your specialists hold?

SERVPRO: We have a great team at SERVPRO! From the person that answers the phone to the production manager who does the inspection and estimate to the crew that arrives to do the work, you will find that we have the nicest and best people!

All of our production managers and crew chiefs are highly trained and certified by the IICRC (Institute of Inspection Cleaning Restoration Certification).

Patch: How does SERVPRO distinguish itself from area competition?

SERVPRO: SERVPRO is #1 in residential restoration and #2 in commercial restoration. SERVPRO is, by far, the largest restoration company in America. SERVPRO has more technicians, more equipment and more vehicles than any other restoration company. With over 1,700 franchises in the country, many in eastern Massachusetts, SERVPRO can really handle any size disaster. SERVPRO also has storm teams that travel to areas impacted by severe weather. In the last two years, we have called in three different SERVPRO storm teams to help customers with the ice dams from two years ago and the Valentine’s Day cold spell last year that broke a lot of frozen pipes. SERVPRO is always here to help!

Patch: What is the SERVPRO definition of success?

SERVPRO: My definition of success would be to have a happy and successful team that helps customers when they have had a major disaster in their home or business. It can be a traumatic event for a family to be displaced from their home.

It happened to my family on June 7, 1980, when we had a very bad fire in our home. We all crawled out of the house on our hands and knees because we could not see anything but black smoke. It took two-and-a-half months for our home to be restored. I remember that every time we help a customer.

Patch: SERVPRO is entering its 50th year. What is your outlook for the future of the business?

SERVPRO: Ted Isaacson and his wife, Doris, started SERVPRO in 1967. Sadly, Ted passed away on Feb. 13, 2016 at the age of 84. His three children have been successfully building the company for the past 20 years. SERVPRO has great relationships with most insurance companies and the list of national accounts grows exponentially each year. SERVPRO is closing in on $2 billion a year.

As for our franchises, each of the last three years have been our best. Our business has doubled since 2013, and with our commitment to community, loyalty to our customers and sometimes the help of mother nature, we will continue grow our business and help a lot of people at the same time!

Patch: How can Patch owners learn more about SERVPRO?

SERVPRO: You can go to our websites [via] www.servprooflexington.com or www.servprowaltham.com. Or call us at (781) 861-0500 or (781) 647-9100.

Further information is available through the SERVPRO Lexington Facebook and Twitter pages as well as through the company's Waltham Facebook and Twitter pages.

Photo credit: SERVPRO