Josh Miller, CR, WLS, CMP, has more than 20 years of experience in the cleaning and restoration industry. His career includes hands-on experience as a carpet cleaning/water mitigation technician that progressively evolved into business consulting.
1. WHAT IS THE GREATEST CHALLENGE FACING RESTORATION CONTRACTORS TODAY?
One of the biggest challenges I see is the TPA’s interference in claims processing. Contractors who must warranty their work products are regularly told how to perform their work, how long it should take to complete it, followed by an aggressive price “negotiation” after the work is performed. This is not in the best interests of the consumer. There is an increasing quantity of program stipulations being imposed on the contractor that require increased documentation and customer service, resulting in diminished revenue and increased liability.
2. WHAT CHANGES OR TRENDS DO YOU PREDICT FOR THE RESTORATION INDUSTRY?
There is currently a push-back in the industry against the TPA claim handling process, and it is growing each day. This is healthy for the industry. TPAs gained traction due to their ability to promote and capitalize on distrust between the insurer and contractor. This is destructive and must be reversed. I’m interested in participating in positive industry correction that cultivates a healthy trust between competent contractors and ethical insurers. I believe this can be done.
3. WHAT DO YOU LIKE MOST ABOUT BEING IN THE RESTORATION INDUSTRY?
I particularly enjoy and value the friendships developed with my colleagues. I love attending events where I can see other parts of the country, meet leaders in the industry, and find out what ideas are helping move our industry forward. Of equal value, these events also present ideas that we should be on guard against. I am currently focusing on working with my mentors to give back to the industry. It is my hope to mentor others. Lastly, I enjoy the challenges of managing sophisticated projects, including high-rise mitigation jobs, specialized odor removal, and mold remediation; no two days are the same.
4. WHAT ADVICE DO YOU HAVE FOR THE NEXT GENERATION OF LEADERS?
I would enthusiastically encourage everyone to become an active member within the industry — particularly through the RIA. Attend as many training events, trade shows, and networking functions that you can. These events present a wealth of experience from within our industry; professionals are willing to share their knowledge with the next generation.
5. WHO HAVE BEEN YOUR MENTORS IN THE INDUSTRY?
Throughout my career, there have been many people who have generously shared their time and expertise with me. Some of these individuals include Pete Consigli, Jack White, Chuck Violand, and Scott Tackett. I also had the privilege of working for Tony Crimando in Michigan; his guidance has helped me in many ways, professionally and personally, to this day. But the two people who have helped me the most are Mike Nadon and Ken Larsen. Both of these men have challenged and guided me, and consistently pushed me to keep reaching further in my career. I consider both of them valuable friends and appreciate all of their help.