Successfully navigating challenges and finding solutions provides a common thread across several careers that led me to disaster mitigation nearly 10 years ago. SERVPRO Team Randolph reflects best practices in communication, research, determination, and leadership. We have an organization of people trained to act with confidence and informed intention in every role. I spent years as an investigative journalist, a corporate communications consultant and ultimately as a Wall Street analyst and institutional salesman. I have advised and challenged the highest management levels of the largest corporations in the world and understand the values of humility, clarity, brevity, and preparation. As a business owner, I learned the value of respect, clarity, and compassion. The best information for improving our workflow comes not from an HBR publication (although they help) but rather by lstening to people who perform the tasks every day. And listening to them, not once, but regularly to eliminate emotion and find the recurring themes.