About Us
Richard Jamin
Title: Owner/President and CEO
Office/Cell: 757-482-3990 | 757-573-4045
Hobbies: Golf, Travel, Family
Fun Fact: Jumped out of a perfectly good airplane with my son on his 18th birthday.
Meaning of Customer Service: Customer service is the cornerstone of any successful company. It requires that all employees are driven to create “Raving Fans” of their customers and to ensure complete satisfaction.
Memorable Customer Service Moment: Customer had two young children and experienced a severe house fire. Devastated, she attempted to handle all of the issues surrounding the clean-up and restoration alone. Of particular concern were the children’s stuff animals which all had names and were brought into their parent’s bedroom each night for a traditional kiss. The claimant was worried that her children would be upset that their toys were taken away for cleaning and not with them. We completed their rush items within four hours and went to a department store to pick up a few new stuffed animals for the kids. We prepared a note to the children letting them know their “Friends” were in our special CARE unit and being well taken care of and “they” sent these new toys to keep them company until their return. The stuffed animals did the trick the children were very happy and made a special colorful note of thanks to our staff. Since then, we provide every homeowner with younger children a Stuffed Bear to help minimize their anxiety during a tragic time. For me, the Bear has come to symbolize the importance of what these types of tragedy’s have on people and that compassion is not just conveyed, it’s felt.
Paul Ballance
Title: Project Manager
Office/Cell: 757-482-3990 | 757-513-1570
Hobbies: Hunting, Fishing, and Spending time with family.
Meaning of Customer Service: Treating a customer in such a way that they become a cheerleader of you and your company and would recommend you to anyone.
Memorable Customer Service Moment: I had a customer with a severe fire and who was totally overwhelmed. I worked to calm her down and help her collect the garments she wanted restored. Not surprisingly, the house was in total disarray with things thrown all over the place. I returned to the plant and we began the cleaning process when my phone rang with a panicked customer saying I had taken her passport that was in one of her drawers. She was certain that she saw it there before and after the fire and needed it to take an out of the country trip in the next few days. I committed to searching for it in the plant and made several calls to the full service restoration company on the job to be on the lookout for the passport. I called the passport office to find out what was needed to have a new one produced and was told a birth certificate which unfortunately was destroyed in the fire. For two days I searched our location, the vans and anywhere else I could, to find the missing document while communicating with the homeowner throughout the process always giving her hope that the passport would be found. In a last ditch effort, I went back to the home and search the entire house concentrating on the dresser she said the passport was in. Exhausted and made to feel a bit uncomfortable by the multiple cups of coffee I consumed that morning, I hesitantly made my way to the master bathroom. Letting my mind wonder while staring at the picture on the wall, my attention shifted to a basket on the shelf which contained a small blue colored vinyl case that read PASSPORT. I was so excited that I almost dropped it, which at that moment would not have been a good thing. When I called the customer to let her know I had found the passport and where, she sighed and said, “You know, that’s exactly where I left It”. She’s been singing the praises of my detective work ever since. By the way, she never did take that trip.
Nikki Faulcon
Title: Office Manager
Office: 757-482-3990
Hobbies: Riding on the back of my Husband’s Harley, Swimming, Reading.
Fun Fact: Met Charlie Sheen while in Virginia Beach making the movie “Navy Seals”.
Meaning of Customer Service: I believe customers should be treated the way you would want to be treated. It means always being friendly and letting people know you care about them.
Memorable Customer Service Moment: I just started with the company and we were very busy. We had a customer who was restricted from physical activity but kept an active lifestyle. She requested that we deliver and place all items cleaned back in the closets and drawers where they were collected. Although it was not part of our job, I volunteered to spend the morning in her home and place all items back where they belonged. The homeowner was so happy she sent me flowers and a note of appreciation.
Kevin Lepley
Title: Project Manager
Office/Cell: 757-482-3990 | 757-705-1818
Hobbies: Fishing, Golf, Surfing, Camping and Spending time with family.
Meaning of Customer Service: I think there is a big difference between customer service and great customer service. It means letting people know that they are my number one priority. I strive for taking the “asking” out of their request’s I want to handle things for them before they ask.
Memorable Customer Service Moment: I had a customer who was part of the military and moved around the world multiple times, each creating trouble with their possessions. She was concerned that the items we would take may not return to her like in her past moving experience. I took the time to inventory each item in all stages of the process. As we collected the items, while in cleaning and during our storage process. She was given inventory sheets throughout at each stage and was so impressed with our compassion for her concerns that she wrote a letter of appreciation to the CEO of USAA about my handling of her claim.
Marcie Sefakis
Title: Plant Manager
Office/Cell: 757-482-3990 | 757-777-4466
Hobbies: Fishing, Camping, and Hiking.
Fun Fact: Reluctantly took care of the wildlife brought home by my son such as squirrels and Raccoons.
Meaning of Customer Service: For me it means communication with the customer to ensure they understand what we do and how we do it, and following through with my commitments to them.
Memorable Customer Service Moment: I remember going on a job as a project manager and arriving at the home only to find two full service restoration companies, the adjuster and an electronic recovery company all on sight. The customer was clearly overwhelmed and began to chase off everyone including her adjuster. I stayed behind and calmly discussed what we did and tried to understand her concerns. She was upset about the number of people who would be in her home. I explained we would help her through the process and walk her room by room to collect those items needing cleaning. By the end of our visit, she was all smiles and it made me feel good that I was able to calm her down and eliminate many of her concerns. In the coming days and weeks, she would call me to let me know how the restoration work was going and I even had calls from the contractors and adjusters who would ask my advice on how to better manage the relationship. For me, showing compassion and trying to put myself in the customer’s shoes helps me to provide better customer care.
