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Construction Business Review
Cut N Dry Restoration
The Artful Symphony of Customer Centricity and Teamwork in Restoring Homes
Garrett Marquez, Mitigation ManagerRecognizing the challenges that property damage poses to clients, Cut N Dry approaches each case with precision and empathy, treating every property as if it were its own. By providing a seamless, transparent, and cost-effective process, the firm collaborates with its clients and their insurance providers throughout the restoration journey. It does not just repair structures but also helps clients rebuild their lives and memories.
Cut N Dry’s team comprises licensed and certified technicians who are adept in efficiently restoring properties to their pre-damage state. Aside from structural restoration, the company offers a specialized content restoration service, which entails carefully handling, cleaning, and storing clients’ damaged belongings. These items are documented and sent to a climate-controlled facility, where they will be safe until the property is restored.
“We work as a team on every project that we take on. Customers have a whole support team behind them to ensure a stress-free restoration journey,” says Garrett Marquez, mitigation manager at Cut N Dry Restoration.
When customers seek Cut N Dry’s expertise, they connect with a client care coordinator who serves as a conduit for conveying information to the property owner and other parties. The coordinator guides them throughout the entire process, whether they require a quote or assistance with issues like water damage.
They use a comprehensive questionnaire to gather vital information, which is then prioritized based on the nature of the call. Customers are then given a specific timeframe, and later, project manager or lead technician contacts them and shares an extensive information package outlining the firm’s services.
A testament to the company’s prowess was a project the company undertook right before the 2020 Christmas holidays. Alexander Steakhouse, a well-known restaurant in Pasadena, CA, faced a dilemma when a large fire broke out, causing extensive damage. Cut N Dry quickly stepped in and organized its team of 20 to 25 personnel despite the holiday rush. The firm even set up a temporary on-site office to ensure swift resolution. Due to its expertise and quick action, the restaurant was able to recover from a spiral of financial spiral and reopen within a few months.
During the inspection, the team walks the property with the customer to identify and document the source of the problem. They gather information like atmospheric readings, humidity levels, and moisture content to create action plan that mitigates any damage.
During property restoration, Cut N Dry also handles the complex insurance process on their behalf by working directly with the insurance company and maintaining an open communication. The firm also ensures that the customer understands their coverage and receives all the benefits to which they are entitled. This advocacy is crucial in the industry, considering the rise in claims and customers who are unaware of their rights. Cut N Dry understands this and ensures that customers are well-informed on how to maneuver claims before the restoration work begins.
We work as a team on every project that we take on. Customers have a whole support team behind them to ensure a stress-free restoration journey
Beyond the projects and tasks, Cut N Dry invests in its people. By fostering a culture of accountability, coachability, and respect for diverse perspectives, it ensures that each team member is not just an employee but an integral part of a larger family. This is why it places a significant emphasis on training with concepts including safety and performance. Starting with the basics, it outlines their roles and standards, and provides industry-specific training, including certifications, personal protective equipment (PPE) usage, and best practices.
Celebrating wins together and supporting each other through challenges, the company embodies the true spirit of a community working toward shared success. The company’s commitment to personal connection and shared ownership makes it more than a business—a family united by a single vision of exceptional customer service.
