The Business of Soft Contents Restoration RIA Strictly Contents 2016

Agenda Understanding the soft contents opportunity Required equipment & supplies Soft contents pitfalls and how to avoid them Business development strategies

What Are Soft Contents? Sports equipment Leathers Tents/outdoor gear Winter gear Life jackets PPE/Industrial gear Costumes Sleeping bags Clothing Towels Bedding Pillows/cushions Footwear Hats Bags Purses Backpacks Luggage Stuffed toys

What Are Soft Contents? Soft contents are the largest category of contents in a home Typically less than 5% of soft contents require actual dry-cleaning In this session we will be discussing in-house restoration of the remaining 95% Soft contents restoration is high margin, fast turnaround work

Benefits of In-House Soft Contents Restoration Increased control of customer service Reduced points of contact = happier customers Add high margin revenue to your existing claim volume

Equipment options – Washing Equipment Clothing & Laundry Pillows & Cushions Footwear Leathers Bags Stuffed Toys Sports Equipment Traditional Commercial Washing Machine Esporta Wash System Category 1 Water Category 2 & 3 Water Mold Light Smoke & Soot Heavy Smoke & Soot Bio Contamination Traditional Commercial Washing Machine Esporta Wash System

Equipment Options - Drying Commercial dryer Drying room

Equipment Options - Finishing Vacuum board Commercial steam iron Garment steamer Bagging rack Leather finishing kit Cuff and collar Form finisher Utility press Steam tunnel

Soft Contents Restoration Pitfalls Lack of Soft Contents Specific Work Authorization Ensure that you get paid Set expectations Of your company Of the customer Exposes common problems at the beginning of the job and prevents them from occurring

Soft Contents Restoration Pitfalls Lack of Soft Contents Specific Work Authorization Key Topics to Cover Payment terms Schedule of work completion Emergency items Fragrance Non-salvage items Delivery, review, and acceptance of goods Special care instructions

Soft Contents Restoration Pitfalls Improper Handling of Goods Sorting Cleaning procedures Dry-cleaning Pre-treatments Wash recipe/program Improper drying Training and continuing education are essential for success in soft contents restoration. This is not a place for untrained labor.

Soft Contents Restoration Pitfalls Improper Handling of Goods This is typically an issue of inadequate training Training and continuing education are a cornerstone to success in soft contents restoration. Not a place for untrained labor. Training should be ongoing and readily available for new and existing staff Training - certification - continuing education - re-certification Online training is very beneficial

Soft Contents Restoration Pitfalls Unprofessionally Finished Goods Creates the first impression for the work you have done

Top 5 Soft Contents Restoration Pitfalls Unprofessionally Finished Goods Starts with your brand blueprint – does your finishing align? Have documented standards for how each category of goods will be finished and presented. Have a standard process for training staff on how to meet the standards Do an audit of your next job – Are the finished goods telling the story and making the impression that you want?

Soft Contents Restoration Pitfalls Lack of Quality Control Standardized quality control program based on type of item and contamination Quality control check should be completed by someone not involved in restoration process

Soft Contents Restoration Pitfalls Lack of Quality Control Quality Control Example Mold affected leather shoes Post wash ATP test result <30 – (Sample) Leather polished and conditioned with no visible scuff marks Laces tied Packing paper inside shoe to retain shape Placed in box on side, heal to toe, with cardboard divider between rows

Soft Contents Restoration Pitfalls Lack of Equipment Maintenance Washing equipment requires routine maintenance to ensure consistent, high quality results Water calibration Detergent pump calibration

Business Development Strategies Grass roots marketing efforts have the most impact In-house soft contents restoration gives you something different to talk about

Business Development Strategies Before & After People often don’t believe that items can be restored Have a small collection of actual items to display Before & after pictures Supplement with customer impact letters Build a photo album/brag book

Business Development Strategies Reporting Track what you have restored Identify what was deemed non-restorable Calculate the %

Business Development Strategies Lunch and Learn Presentations Invite claims managers/adjusters/agents to your office (or go to them) Bring lunch Presentation Tour facility Introduce your team Showcase key equipment Have fun with it

Business Development Strategies CE Classes What soft contents are Types of contamination that can be removed Benefits of restoration vs. replacement Processes and technology used Develop course content and have it approved locally

Questions?