Maintaining customer satisfaction is a crucial aspect of any business, but it’s even more important for water and fire damage restoration contractors that have earned the prestigious Diamond Certified award. For Reactic Restoration, the keys to achieving and maintaining high levels of customer satisfaction are simple: always put the needs of its clients first and work with their best interests in mind. “We understand that experiencing fire and water damage can be very stressful, so we put ourselves in our customers’ shoes and fight for what’s right for them,” says Business Operations Manager Ray Krigel. “Our goal is to make sure each client’s insurance company does what’s best for the situation, not just what’s cheapest and easiest for them.”

Reactic Restoration has been providing water and fire damage restoration services for residential and commercial clients throughout the Greater Bay Area since 2007. The company is available 24/7 to handle emergencies, and it also has the training and equipment to clean air ducts, inspect crawl spaces, and perform mold testing and removal.

Unlike restoration contractors that hire inexperienced technicians in an effort to reduce their operating costs, Reactic Restoration maintains a staff of industry professionals who are trained to help clients through every step of the remediation process. “From our managers to our technicians to our customer service staff, everyone who works here is passionate about providing clients with courteous, thorough services,” says Mr. Krigel. “Remediation work can be confusing if you’ve never dealt with it before, so we make sure to address each client’s concerns and keep them informed every step of the way.”

Another distinguishing attribute of Reactic Restoration is its dedication to quality control in every aspect of its work. “Whenever we start a project, the person who performs the initial inspection is the same person who handles the entire remediation process,” explains Mr. Krigel. “That way, the client always knows who to talk to and we can make sure everything is completed to their exact specifications and adheres to the highest standards of quality.”

Take simple steps to protect and preserve your belongings after a fire.

A good damage restoration contractor can save you a lot of time, money and hassle by salvaging, cleaning, and restoring items that other contractors may not know how to save, but even the best companies will leave some steps of the cleanup process to you. To ensure a quick return to your normal living situation, consider the following tips:

Leave the big cleanup to the professionals. Don’t attempt to wash walls, shampoo carpet or clean upholstery without approval from your restoration contractor—using improper methods can exacerbate the damage and permanently set stains. You should also get permission to clean heavy items and potentially hazardous areas.

Have electrical appliances and lights professionally inspected. Appliances that have been exposed to fire and water can be electrical hazards. Ceiling fans and lights should be inspected by an electrician to rule out wiring damage or electrical problems that could potentially reignite and cause another disaster.

Don’t track dirt and soot around your home. Limit moving around in fire-damaged areas of your home until they’re cleaned by a professional. If you must enter rooms that have been damaged by fire and smoke, put down towels, rugs or protective coverings before walking on the floor to avoid tracking dirt into other areas of your home.

Cover heating and air conditioning registers. Air movement can stir soot and ash within your home, so shut air vents and mask them with plastic in areas where you don’t need air circulation. In rooms that require heating or cooling, secure layered sections of cheesecloth over the air ducts to allow air flow.

Protect chrome surfaces. Chrome and stainless steel surfaces such as appliances, kitchen and bathroom fixtures, and sinks can become stained or damaged by soot. To prevent this, clean and protect them by lightly coating them with baby oil or petroleum jelly.

Care for your clothing. Regular dry cleaners can actually set in smoke odors, so talk to a cleaning professional about the best ways to clean your clothing.

Q: How can I learn more about your services?

A: You can visit our website, www.911remediation.com, for general information about our remediation work. You can also call us and talk to one of our customer service staff members—they’re carefully trained and have a lot of industry knowledge, so they can answer almost any question you have. If your question is complicated, one of our project managers can talk to you about your specific needs.

Q: Do you work on jobs of all sizes?

A: Yes, we do everything from small, $100 jobs to large projects that can cost up to $250,000. We’re ready for anything, and we adhere to the same high standards of quality on every job, regardless of its size.

Q: How do I proceed if I have water damage and need my insurance to cover the remediation services?

A: The first thing you should do is contact us, and your second call should be to your insurance company to file a claim. This is the only time you’ll be in contact with your insurance company. After that, we’ll take over all communications so you have one less thing to worry about after experiencing a loss.

Q: Is it important to deal with water damage right away?

A: Water leaks, flooding and other water damage situations are usually pretty urgent—if you wait too long, a secondary damage will occur: mold growth. That’s why it’s important to reach out to a remediation company as soon as water damage occurs so dry-out and cleanup can begin immediately. If we’re dealing with sewage water, we’ll also sanitize the affected area. Our customer service staff can help you decide the best course of action to take.

Q: Can I remove mold myself?

A: No. Mold is hazardous and can cause severe respiratory problems. It’s very important that you call a certified mold remediation company if you suspect your home or business has materials that contain mold. Any attempt to remove mold or disturb mold-containing materials can be hazardous to your health and the health of others who come into contact with the materials or the dust particles they leave behind.