Executive Insights: Michael Herbst

The following is sponsored content from DKI.

Have you ever walked into your customer’s location to find standing water throughout an entire commercial space? How long did the water sit until you, the insurance company or your customer were able to secure mitigation services? Were you able to remain connected to the event such that you could generate any revenue?

BSCAI sat down with Michael Herbst, vice president of training and education for DKI, to discuss how a partnership with DKI could help solidify your foothold in a market, add service lines to your portfolio, maximize your revenue and provide critical services to your clients.

BSCAI: What are some trends you see developing in the property restoration industry?

Michael Herbst: There are many similarities between the Building Service and the Commercial Property Restoration Industries. Mergers and acquisitions, labor shortages and emerging technologies are currently challenging the ecosystem of the commercial restoration industry. It is both a pivotal and exciting time to be part of the industry-leading organization as we forge through solutions to these dynamics for our members and the industry. DKI believes strategic planning and adaptation of new technologies is critical for survival in this enterprising business climate. It is critical to develop strategic partnerships both inside and outside of the restoration industry. Our mission at DKI is to partner with our members and clients to face industry challenges head on as outside forces continue to shape our rapidly evolving industry in the coming years.

BSCAI: How would you describe your leadership style?

MH: I consider myself a Servant Leader. With over 20 years of hands-on experience in the operational aspect of restoration, I can empathize with our members and clients while developing best practices to streamline work patterns and efficiencies. 

I feel it’s important to thoroughly explain the “why” of a process as insight and buy in to the desired outcome. Solutions-based, standardized and industry recognized approaches are critical to successful projects and financial outcomes.

BSCAI: What is one challenge you’ve experienced in your career, and how did you handle it?

MH: I was part of the development team tasked with creating a new job management platform. Our members and clients reported frustrations due to fragmented job management software systems. There are a lot of good systems on the market, but none included all the functions that met our collective needs. DKI used this challenge as an opportunity to invest in the development of Best in Class software, called IN2DKI, powered by Phoenix Solutions. This software offers simple and clean processes, complete transparency and the versatility to meet the future demands of our industry, while creating labor efficiencies and an exceptional user experience.

BSCAI: Any advice for new BSCs coming into the industry?

MH: As restoration companies grapple with changing market conditions and new labor forces, it is important for leaders to ask as many questions as possible:

• How can we ensure competency of our team members through industry recognized training platforms?
• How can we capture revenue from opportunities through a network of strategic partnerships?
• How can we use technology to optimize efficiencies and drive revenue?

Be engaged with the BSCAI and look to industry leaders for partnerships, resources and guidance. The most important aspect of what we do is meeting our client’s needs to their complete satisfaction. By creating strategic alliances with the best companies and tools in the industry, we have accomplished just that feat. The proof is how we deliver, not in what we promise.

BSCAI: What is the best piece of advice you’ve received in your career?

MH: Doing the right thing isn’t always easy, but it’s never wrong. 

DKI, North America’s largest disaster restoration contracting organization, is the Restoration Partner for BSCAI. With over 500 locations throughout the United States and Canada, DKI has the capability to handle any size project with the equipment and manpower required. Maintaining the highest service standards in the industry, each of our contractors is continually trained, certified, licensed and experienced to service residential properties and commercial large losses. Whether water, fire, storm or mold damage your property, DKI can execute emergency services to anywhere, at any time, quickly and professionally. Visit dkiservices.com to learn more or call 866-277-2977 for 24/7 emergency service.