Investing In Impact
The careful balance of expertise and empathy
ServiceMaster Restore® franchise owners often meet people when they are experiencing one of the worst days of their lives. Their house burned down, their basement was severely flooded, or they have just lived through a complete disaster like Hurricane Ian or the 9/11 Pentagon attack. When you are the person someone calls at a time like this, the best way you can serve them is to be prepared.
The majority of Restore’s work is everyday loss, such as when a person is impacted by partial or total damage to their home or business. That damage can be caused by weather events, social unrest, or a pandemic — it doesn’t really matter the cause. What the person needs from us is boots on the ground to restore their property. That experience can take our franchise owners and their teams into unpleasant and even dangerous situations that property owners are not prepared or trained to be able to handle on their own. It is a job that requires equal amounts of expertise and empathy.
Expertise: Knowing What to Do
Throughout the years, ServiceMaster Restore has augmented training for franchisees to prepare them for new situations that impact property owners. The pandemic was certainly one of those situations where being able to learn things quickly while using transferrable skills and expertise to alleviate issues in a brand-new situation was a collaborative effort between the franchisor and the franchisees.
Being extensively trained for high-level disasters gives you a broader experience range to draw upon when these unexpected situations arise. Having been through several experiences as a company where teams were mobilized from various locations for natural and man-made disaster efforts, we were able to put together a plan for everyday loss events that took place in a pandemic environment. That’s one thing about this line of work — loss events remain uninfluenced by factors that do impact other businesses. Weather events happen regardless of what is going on in the economy. Basements flood and houses burn down whether there is a pandemic or not. Our network does what they do regardless of outside factors. The only thing that changes for us is the scope of the job.
Empathy: Knowing How to Do It
Having faced a flooding situation in my own home, I can tell you it becomes an all-encompassing focus in your life at that time. I still remember how devasting it was and how vulnerable you feel when your home is invaded by a situation you cannot handle yourself. When someone responds with professionalism and empathy and care — it makes all the difference.
After joining ServiceMaster Restore, I was on-site during the Sanibel Island, Florida, devastation caused by Hurricane Ian. We had multiple crews on the ground, working with local authorities to provide clean-up and restoration (where possible) efforts. It was incredibly inspiring to see franchises from across the country coming together to do this work. It was real and raw, and it makes you want to do everything you can and remove any obstacle for franchisees so they can do their job better for people who are just devastated in times like this.
Service is at its highest point. It is purpose-driven work.
The Business of Impactful Work
Our franchisees know that what they do matters to someone every single day. That’s not something everyone is able to experience or maybe wants the responsibility to experience, but it’s necessary work, and it provides for an entrepreneurial opportunity that is unaffected by, well, anything. Burst pipes, flooding, weather, fire — they happen every day, in pandemics, in recessions, in the best and the worst of economic times.
Our franchise owners are comfortable being in situations that can be difficult and challenging because the reward is going home at night and knowing you helped someone at such a vulnerable time. It might be a hurricane effort, and it might more often be a thriving business that had to shut down because a fire sprinkler went off in the building, and you’re their first step in getting back to operational capacity.
There is a demand for this work, but it is also demanding work. You must be well-versed in your role because the small-business owner, the family of four, and the community all depend on your ability to do your job with professionalism. We are step one in the process of rebuilding.
The odds of someone needing restoration services is around 1 in 50, but when it happens that day, it’s all that matters. It takes a certain kind of person to own a business with that kind of customer profile, but there is also no greater reward.
About the Author
ServiceMaster Restore President John Tovar has over 18 years of experience leading revenue and operational breakthroughs for large organizations. Before joining ServiceMaster Brands, John served as the Vice President of Operations and New Business at Ace Hardware Corporation







