Meeting Maxons!

Meetign Maxons

Our Blog series, “Meeting Maxons!” continues this week. We will hear from Gregg, a Client Services Associate, about his experiences at Maxons.

Q:  How long have you been with Maxons?

A:  I started in 2001, and stayed for six years.  Then I can back in 2015, altogether almost 8 years.

 

Q:  Do you remember what your impressions were of the company after being here for about a month?

A:  Having been at other places, here you can see the commitment to culture and it is one of the best things about this place.  It is practiced and given attention.  We care about maintaining healthy information and database as well, that is easy to let slide, but it make all of our jobs so much easier.

Upper management is really emotionally healthy and that filters through the entire organization and there is a large level of transparency, and everyone has an equal opportunity to learn grow and succeed and, it is really unique and wonderful to find.

 

Q:  What was the first thing you had to learn when joining the team?

A:  Had to learn what the business was in the very beginning.  And I happened to join the company after one of the largest disasters and tragedies this country had ever seen, so I had to learn quickly.

 

Q:  What is the most important thing you have learned since you have been here?

A:  Communication and mutual respect go a long way.  Don’t over promise and under deliver, it is not only a great rule for business, but a great rule for life.  And that our core values are not only business values, they are personal values.

 

Q:  Why do you have a passion for this industry?

A:  I think it is truly a business where you are helping people.  Whether you are actually out in the field or not, someone calls and they have a real need for our help.  It’s a wonderful feeling to either help get someone get back on their feet, get their home or business back together.  Whether we are dealing with the end user or other professionals in the industry, it is nice to hear our work is appreciated.  By doing a good job we make sure everyone looks good.

 

Q:  Which company core value speaks to you the most – and why?

A:   I really like responsibility, and enjoyment!  I think if you take responsibility for something the rest of it will all fall into place.  No one here can say “it’s not my job” everyone takes ownership of anything that may come their way.  By doing this it touches on all our other values.

I also think a lot of people don’t enjoy where they work, and I love that here it is a major tenant of our company.  People spend a lot of time at work, and if you don’t enjoy it, you can’t do your job well.

 

Q:  What is your favorite Maxons story?

A:  One of the reasons I love this company so much is that I started during 9/11 and it was an intense, full on experience.  There was a sense of us all pulling together.  I have never had an experience like that.  Where dealing with something so tragic, yet I felt like I was contributing and making progress.  In the midst of all that I made great relationships with coworkers and it was a foundation of my young professional live.  It speaks to the character of this place, that despite what seemed like an impossible task we pulled together and cared about each other.  This part of the company has lasted, even when we deal with catastrophes still, we pull together and have an intense focus on the needs of our customers and clients.  And it is why I am so happy to be able to come back.

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Checking in on Work in Progress!

Here is a successful follow up story from Sofia Pahidis, Project Coordinator in NJ!

I sent an email to an insured to check in and find out if everything was going smoothly while her job was in progress.  The insured emailed us 10 days after the job was completed and stated that we did a wonderful job, we were quite neat and thanked us for a job well done.  She then added that there were some pretty big gouges in her living room floor and also a few scratches.

We went right out to reinspect the issues and discovered we did not cause the damage.  What the insured thought was damage was the actual nail heads popping out of the floor, and the scratches were nicks about the size of a pen tip.  We explained to her that after we were done with our mitigation process that we clean the floor with a mop head and that if we had damaged the floor we would have corrected it immediately. The insured stated they had their floors refinished not too long ago, therefore, we recommended that she contact the people who refinished the floor to come back and fix it.

She was pleased with our guidance and attention.  We got paid dollar for dollar and in less than 30 days.

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Checking in on Work in Progress!

Our Project Coordinators do a great job of communicating with customers while a job is in progress, as Sarah Bolles mentions below, sometimes that last check in call is the most important!

One lesson I have learned while making my customer service calls and emails is the importance of making one final call at the completion of a job.  Several months ago, I checked in with a property manager at the end of a mold remediation job we performed at one of her commercial offices.  She responded to my email letting me know that the work went well, but that there was still furniture and debris that needed to be carted away.  To our knowledge, all of the debris had already been removed.  Because I checked in with the property manager, I was able to get the debris removed from the site in a timely manner, and was able to keep the customer happy with our work.  Had I not made this final customer service email, the debris may have remained on site for several extra days before the customer called, and at that point, she would have likely been upset that the debris had not yet been dealt with.

This was the first job we performed for this property manager, and since then she has referred us one more job. In addition, last week she told us that she was testing Maxons and that we passed, and she will be calling us for work in the future.  It is encouraging to see how much one phone call or email can really pay off.

~Sarah Bolles, Project Coordinator

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Checking in on our Work in Progress…

Project Coordinators are our customers next point-of-contact while the Project Managers are away, and with that said we should be knowledgeable with the jobs they are on, especially when we speak to them on how the job is going while in progress.

Recently Daniel Fitzharris was out on vacation and one of our projects needed some immediate attention.  The job was in a high school and we had to clean the stains out of the carpet in the main office.  The Director of Facilities for the school called to say that we were very professional, but thought our crew might have accidentally missed a section of a room and requested we go back the next day or day after to address it.  I spoke with the crew and then the contact for the school and everything was straightened out – we actually didn’t miss anything.

I was curious what our crew did to prompt the contact to comment on their professionalism, he said they were nice, but what impressed him the most was they just didn’t say hi – both crew members reached out their hands in a friendly gesture and our contact at the school said you just don’t see that anymore, “People just say hi and that’s it.”

They were very happy of our work as they didn’t need to replace the carpet and the carpet looked great!

~ Debbie Romeo-Johnson, Senior Project Coordinator

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Checking in on our Work in Progress…

Our Project Coordinating team believes communicating with customers to be a key to Maxons success.  During the day they like to check in with each customer that has work in progress about how everything is going.  This leads to a lot of great communication.  Below is one example from our Operations Supervisor, Alyssa Matlosz:

 

“We started a repair job at a Theater in NY. I called the contact on the job to see how things were going. She said everything was going fine and that she was happy the crew arrived as scheduled, I then assured her that the crew would arrive at the same time the following day. She was so thankful that I mentioned the crew returning, as it reminded her to tell me that we would not be able to work the next day since there was a performance scheduled. Had I not called to check in, the crew would have went to the job the following day and would have been turned away.”

Communication is Key – Jeffrey Gross

I had gotten a call from an environmental consultant contact of mine about a loss he was recommending us for on Central Park West.  The building had ongoing leak issues which now turned to mold.  Another company was on site but was not doing a very good job of controlling the moisture. The next day I get a call from a Cooper Square Property Manager asking me to get involved with an apartment in the same building. One of the unit owners was very hesitant and concerned and grilled me for a long time about our qualifications.  I was able to convince them to allow us to inspect the apartment and come up with some recommendations.  They were happy with our suggestions and we have been drying there for a few weeks now as they sort out the exterior issues.  Jason Van Namee, our Project Manager for the job has kept all parties in the loop and informed of our progress and has impressed all of the people involved. In the meantime, in addition to the one apartment we got from the Property Manager and the one we got from the Environmental Consultant, we got a call on two more apartments, both from different brokers.  After a progress meeting recently with the Superintendent, the Property Manager, the tenants, the Environmental Consultant and Jason, the tenant said that he now understands why the hype was made about Maxons!

I guess when your Property Manager, your Environmental Consultant and your neighbors insurance brokers all say Maxons is the best company for this type of work, you ought to believe them.

~Jeffrey Gross, Executive VP Operations

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