200 and Counting: Celebrating a Major DCR Milestone
Back in April, I wrote a blog post reflecting on our 2nd anniversary, which was on March 15th. It never got published because I forgot that I wrote it. Another milestone for Driftless Claims and Restoration (DCR) since its acquisition of the former Claims Resource Solutions (CRS) nearly slipped by.
Earlier this week, I received a rather excited call from our Operations guru, Candice, that “we’ve completed 199 moving inspections/repairs…the next will be #200!!!” I was taken aback a bit. I didn’t believe that we could have possibly managed 200 claims/inspections/repairs since our start.
Then it dawned on me. We are REALLY busy, and have grown our number of carrier and insurance clients we work with by 4 times! This does not even take into account our private restoration services and commercial care work!
Needless to say, we have learned a LOT in that time. Some key takeaways:
We MUST act like the eyes, ears, and hands of our clients when on-site. The more details we provide, the better.
This is an emotional business. When a treasured item is damaged during a move, people have feelings about that. Part of our job is to listen and be empathetic to the specific situation without being biased or making any sort of assurances.
Repairs are MUCH more complicated than restorations. We have had instances where the objects we have repaired were unrecognizable when we started a project. Restorations tend to be far more straightforward - make a cherished piece better. Leveraging so many facets of so many skills has provided us with a reputation as not only exceptional craftspeople, but problem solvers as well.
Our roots in large enterprise management, process development, economics, and technology mean we hit the ground running with some incredibly strong habits. Combined with our commitment to service, we’ve gotten really, really good at the heavy-lifting side of our work.
But coming from a corporate background also meant we had some learning curves to overcome. It forced us to unlearn rigid habits and think outside our comfort zone. As CEO, finding that balance is what keeps me driven… ensuring we are constantly evolving to better serve all of our clients.
This is a really fun job. I am always so amazed by how we are able to turn otherwise “less than perfect” situations into something positive. We have built some amazing relationships with so many carriers, agents, and various other clients along the way. We have worked hard to build and earn trust to be relied upon for complex issues and to act as a trusted advisor.
Overall, I am so proud of what the DCR team has accomplished since kicking off this crazy little adventure 2 years ago! We are looking forward to many more years of learning, growth, success, and friendship!
Aaron Warren, CEO
