By Jerri Stroud, BBB Editor
At ServiceMaster of Columbia, Mo., the company’s 14 vehicles are always loaded and ready to serve a 16-county area of Mid-Missouri, says owner Adam Kinser. The firm is a 2015 TORCH Award winner.
Every call for service is answered by a person, 24 hours a day, 365 days a year. There’s always someone on call to head out to the customer’s home or business and stabilize the situation. The most common reason for a call is that a toilet overflowed, soaking carpet, furniture or anything else in the way.
Kinser bought the franchise in March 2002 from the previous owners, who started the business in 1972. The family-owned business provides cleanup and remediation for water, fire and mold damage. Kinser’s wife, parents and daughter are involved in the business. The business has had an average yearly increase in sales of 22 percent since Kinser bought the company.
“We stay until the job is stabilized,” said Kinser. The company uses infrared sensors to locate any wet areas or areas where water has infiltrated, causing or having the potential to cause damage. The company also uses equipment that can remove water or smoke, making it possible to salvage a customer’s belongings rather than replace them.
“It’s our job to save whatever we can, not replace it,” Kinser said. ServiceMaster has a list of plumbers and remodeling contractors to refer customers to if they need repair or replacement of damaged walls, cabinets or other materials.
Greg Adams, owner of Wiz Bang Remodeling of Columbia, Mo., has been partnering with Kinser for several years. He said the company is honest, shows up on time and is ready to help when needed.
ServiceMaster sends customers a two-question survey designed by the ServiceMaster home office, and it is rated above average in all categories.
ServiceMaster of Columbia is certified by the Institute for Inspection, Cleaning and Restoration Certification, which requires extensive training of himself and his staff, Kinser said.
Employees also get training through ServiceMaster University, which provides online training modules on a variety of topics related to cleaning, identifying sources of damage and restoration or remediation.
The company often provides lunches or dinners and tickets to local events to employees to recognize their good work. Kinser considers his employees as part of a family that works and grows together, he said.
Kinser is certified to provide continuing education for insurance agents and adjusters on topics including fire, water or mold damage and remediation, methods of drying or remediating water damage and business ethics. He provides the training without charge in several Midwestern states.
Kinser said his business isn’t seasonal, but it can be driven by weather like tornadoes or floors or events, such as a fire or plumbing malfunction. He says there’s increasing demand for identifying and remediating mold damage.
On its website, ServiceMaster of Columbia says its passion is “to provide the highest level of service within the industry.”
ServiceMaster of Columbia is involved with several charities, such as providing services and delivery of mattresses to the Ronald McDonald House in Columbia and supporting Central Missouri Honor Flight, which helps veterans travel to Washington, D.C. for a day of visiting military memorials and other sites.
Profiles of BBB Accredited Businesses and BBB Accredited Charities are created as part of BBB’s TORCH Award process and are not intended as an endorsement. This year’s TORCH Award Luncheon will be Oct. 14 at the Chase Park Plaza Hotel in St .Louis. For more information, click here.