1. The Business of Soft Contents Restoration
RIA Strictly Contents 2016

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

3. 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

4. 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

5. 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

6. 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

7. Equipment Options - Drying
Commercial dryer
Drying room

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

9. 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

10. 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

11. 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.

12. 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

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

14. 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?

15. 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

16. 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

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

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

19. 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

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

21. 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

22. 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

23. Questions?