Jeffrey Gross, Executive Vice President Operations at Maxons speaks to reporters on the damage Sandy caused, and the problems that the region is still facing one year later.
Maxons is very proud of our Senior Project Manager Jason Van Namee who earned his CMP (Certified Mold Professional) designation through RIA last week!
The CMP program’s objective is to raise committed mold remediators to a higher level of professionalism. The CMP Certification emphasizes the interrelatedness of building systems and the predominance of situations where indoor environmental quality is impacted by multiple problems or contaminants.
Nice work Jason!
My career prior to joining Maxons was with a hotel company. In that position, someone once said to me ‘hospitality is making a customer believe that you are on their side’. That didn’t immediately strike me, but the more I thought about it, the more I realized that position accurately described all of our efforts boiled down to a simple statement. People staying in hotels are out of their element. They don’t know anything about their surroundings. They’re worried about getting to their meeting on time. Very often they’ve just gone through difficult airline travel and might be without their luggage or have simply forgotten something important. Due to this, they often approach staff with high levels of tress or anxiety. They need an ally, and when you present yourself in that light, the relationship changes immensely. This is true even if you are unable to solve their problem. I should point out that having this mindset costs nothing but a little bit of empathy.
When I came to Maxons, I didn’t know what to expect. What I found out pretty quickly is that our service industry efforts are very similar to what I experienced in hospitality. Likewise, our customers are out of their element. Our customers need our services because something has gone wrong (perhaps horribly), and they don’t know what to do about it. We’ve all seen it. You arrive at someone’s home to find an insured fraught with anxiety over damage to their home or belongings. Not only are they worried about their property, but they have no idea what to expect from their insurer. They need an ally. All they see in front of them is a big mess causing disruption in their lifestyle and possible personal sickness to themselves and their family. A few assuring words spoken softly with confidence go a long way to assure them that you are here to help, that the worst of it is behind them.
It’s not only about getting their place cleaned and restored, it’s about doing it in a manner that is respectful to their state of mind. In many ways I believe the way we treat people is more important than how well we clean their home.
~Michael Haag, Project Manager
It has been said that email has become one of the greatest time waster in an individuals day. I find myself asking what ever happened to a good old fashioned phone call or a personal handwritten letter? I think in this technological world we live in they get overlooked and pushed to the side for a quicker way to reach out and touch someone. Quicker it may be, I feel the personal touch that you give with a call or handwritten letter gives a much higher impact.
I don’t know about all of you but I find myself not thoroughly reading half of the emails I receive on a daily basis due to the amount of time it would consume. I also know that we are in the year 2013 and a world without email in this day and age is just not feasible. Having said that, I am listing below some disruptive email behaviors. I urge you to read through them and see if you yourself have committed one of the 10 email deadly sins. I know I have!
Re-Forwarding Already Sent Emails: Save emails with critical data (passwords, attachments) in a place that easy to find later on, that way you won’t have to ask the sender to re-forward something they have already sent.
Marked Urgent. Many people have abused the urgent flag to be meaningless and decreases the chances I will take the email seriously. Please mark urgent only when it truly is urgent.
“ASAP”: Set a time frame when you need something back, ASAP does not indicate a deadline.
Silly Salutations: What’s with the competition to make the most polite or trendy salutation? Some people have “best regards” before their name, others tell you how much their like the British by signing “cheers.”
Puzzle Piece Emails: Sometimes the immediacy of email causes us to email thoughts in real time. You may have seen this when you get a flurry of emails from one person. You may get 8 or 9 emails that all have contradictions and cross references. Putting the pieces together to one message can take a lot of effort.
Follow up Phone Call: Allow people time to read and respond to an email. Do not hit send and then immediately call someone to ask for their response to an email. Wait a few hours before following up if there is a time sensitive matter.
~Melissa Natoli, Project/Sales Coordinator
We are excited to have Janal Montagna join our business development team! Janal started with us today and comes from a background in the marketing and hospitality industry!
Long before the Maxons’ theme was “Communication is Key” there was always a dedication and focus on improving internal and external communication. I have seen our weekly reports go from excel sheets to formal reports out of “EOTS” and in the field communication go from two way radio to email. There has been a long history of communication all of which is rooted in our day to day interaction with our customers.
I recall my fist job as a Project Manager. As I was walking into the building to meet the building manger and owner of the apartment, my palms began to sweat and my knees felt week. I was so nervous that I was going to have to tell this woman that we needed to rip-up her floors and cut the drywall walls. During the meeting I showed her the damage, explained to her the drying process and gave her the next steps in her claim. At the end of my meeting with the woman she looked me in the eyes, shook my hand and said “thank you.” I was so shocked by her sincerity because I just explained that we needed to demolish her entire apartment. I then realized that I gave this woman a plan during a very traumatic and chaotic time. She was thanking me because she was now felt hopeful and confident things would get back to normal.
Maxons has been built on personal relationships which are based on communication. Being able to help people with more then just restoration services, but also setting their minds at ease, has been so rewarding for me as a person.
~Mathew Sanderleaf, Regional Manager