Tricky
What color is the black box on an airplane?
Orange
If unaffected flooring is damaged during mitigation and the original material is discontinued, this can turn a small mitigation decision into a much larger reconstruction scope
Replacing the entire continuous flooring area?
What should be completed first?
Risk photo
The S500 states that every mitigation project should begin with this process before equipment is placed or demolition begins
Inspection
The best salespeople do this before explaining services, equipment, or pricing
Ask questions and listening before offering solutions
If a rooster lays an egg on the peak of a barn roof, which side does the egg roll down?
Roosters don't lay eggs
Detaching every piece of baseboard in a room may make mitigation easier, but if this condition exists, rebuild may have to purchase all new trim instead of reinstalling it.
damage
If a piece of equipment cannot be scanned, what can be done?
Manually enter the serial number
According to the S500, materials should not automatically be removed just because they are wet; instead, technicians should evaluate this
If it is restorable
If you're doing this for most of the conversation, you're probably losing the sale
Talking more than listening
If you throw a blue stone into the Red Sea, what does it become?
Wet
Cutting drywall at random heights instead of a consistent height creates this problem for rebuild.
Additional drywall materials and unnecessary labor
If equipment does not have a tag, what needs to happen?
Switch it out and red tag it. Correct new equipment to the full run duration of that type of equipment
According to the S500, this factor—not just visible moisture—must be considered when deciding whether a material should be removed
Contamination
After a customer explains their concerns, you should repeat their concerns back and confirm you understand them by using this technique
Paraphrasing and validating
Albert Frederick Arthur George
Leaving nails, screws, and fasteners in framing after demo creates this issue for reconstruction
Safety hazard and slower installation
If you see something wrong with a job, who should you tell?
Assigned PM
The S500 emphasizes that drying is considered complete when materials have returned to this condition—not simply when they "feel dry."
Established drying goal/normal equilibrium moisture content
Instead of simply telling the customer to hire your company, successful mitigation professionals focus on this by explaining the drying process, insurance, and what to expect after today
Educating the customer instead of just selling
If an electric train is traveling North at 60 MPH and the wind is blowing East, which way does the smoke blow?
What smoke? An electric train doesn't produce smoke
The fastest rebuild projects usually begin with mitigation crews who consistently do this before leaving the jobsite.
clean, organize, and prepare the site for reconstruction
Why is a detailed opening statement important (cat/class, drying equipment set vs recommended)
Sets early expectations and can cause coverage concerns if not properly documented from the experts
The S500 recognizes that restoration plans are not static and should be modified based on this
documented daily findings/monitoring results
To confidently close the job, a mitigation salesperson should follow these four key responses after hearing a customer's concern
Acknowledge, seek understanding, address objections, and gain agreement