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RIA 2019 International Restoration Convention + Industry Expo

Speaker Breakout Sessions
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 Networking Events Keynote Sessions Expo + Sponsors  Schedule 
  Educational Workshops   Current Exhibitors Breakout Sessions 


 Breakout Sessions


Thursday, February 15, 2018

9:30am - 10:30am

Creating a High Velocity Organization

Howard Shore, Activate Group, Inc.

General Session

Not all challenges are considered a "cost of doing business." In fact, many of the seemingly ordinary challenges that your business faces could be holding you back from extraordinary growth and profitability. Addressing concepts from his bestselling book Your Business is a Leaky Bucket, veteran coach and bestselling author Howard M. Shore will work you through many of the actionable tools he uses to help his clients solve these issues and uncover millions in lost profit.


Thursday, February 15, 2018

1:45pm - 2:45pm

Understanding Your Sales Force Scientifically

Tim Miller, Business Development Associates

Track: Sales

Most business owners struggle to understand their sales force. They don't know how effective they can be and how long it would take to accomplish that effectiveness. But before business owners can understand their sales force, they have to have the right people in the right roles, understand their current sales capabilities, and more. 


If you've ever felt that "you don't know what you don't know" when it comes to properly understanding, evaluating and improving your sales force then this session is for you!




High End Furniture 101 with in Class Demonstration

Mike O'Donnell, O'Donnell Brothers Professional Furniture Service, MJL Consulting

Track: Technical

Teaching adjusters and contractors what to look for when it comes to high end furniture while inspecting an insurance loss.



Thursday, February 15, 2018

3:00pm - 4:00pm

Building a Successful Sales Team

Jeff Brettell, Next Gear Solutions

Track: Sales

Building a successful team begins with a strategy for hiring, advances into sales planning and culminates in strong sales performance, and each of those stages can contribute to or detract from a successful team. Focusing on assisting business managers with identifying some of the most common pitfalls that the industry faces when building sales teams, this session will equip participants to set the vision of what their sales culture should be


Choose Your Own Adventure – KPI-based Action and Decision Making for Managers

Timothy E. Hull, CR, Violand Management Associates

Track: Operations

Every day, owners and managers in the restoration industry need to make timely and effective decisions. Having the right information to make these decisions is critical. As a sequel to the presentation Numbers That Tell Stories (2016 RIA Convention), this presentation is interactive and engaging, bringing real-world examples of how owners and managers can use metrics (KPIs) to make better decisions, act instead of reacting, and plan by using historical information to forecast future trends. Attendees will be given real data from actual (anonymous) restoration companies and shown how to interpret the information, analyze the results, formulate action steps, and plan for sustainability or corrective action as necessary. This will be completed through group activities that will produce takeaways attendees can use immediately when they return home.



Drones in Restoration

Sam Margel, Drone Software Canada; Kevin Wunder, Drone Software Canada


Track: Technical

An overview of how UAVs are entering the insurance and restoration industries.


Thursday, February 15, 2018

4:00pm - 5:00pm

Sales and Social Media

Jocelyn Dornfeld, Three65 Marketing

Track: Sales

Let's face it. Our industry requires us to think and market differently. What you won't get is a watered-down version of "Social Media Best Practices". Instead, you will walk away with the real secret to launching your OWN online branding strategy to gain the attention of your local community and those who one day will need your services. Leverage our industry's strength – what we already have. We are people of compassion. We restore buildings and homes. But most of all, we restore lives.


Managing Accountability in the Workplace

Patty Beard, SCP, SPHR, ACC, BCC, Violand Management Associates

Track: Operations

Accountability in the workplace can be difficult to manage for several reasons. Among them is the fear of upsetting employees, avoidance of difficult conversations, and an overall busyness that keeps our focus elsewhere. But for companies to run at maximum performance, accountability is crucial and needs to be conducted using a firm, fair, and consistent approach. Managers should not wait until someone “messes up.” When it comes to accountability, managers must be proactive. In this presentation, Patty Beard demonstrates the need for accountability and provides strategies for holding people accountable, along with tools to measure progress. She will show you how to overcome barriers and excuses that allow restoration owners and managers to put their heads in the sand and inappropriate behaviors to manifest. Patty will also provide participants with suggestions for putting together a plan of action to improve their accountability management.


Friday, February 16, 2018

2:00pm - 3:00pm

How to Hire Superstar Salespeople

Jaclyn Carpenter, Ideal, Inc.; Tim Miller, Business Development Associates


Track: Sales

Many restorers have tried to build their own direct sales and marketing operations in order to drive the growth of their own business instead of being over-reliant on TPAs, weather and good luck. But, they have found that hiring and retaining good salespeople is much more of a challenge than other positions. There are specific reasons why restorers hire salespeople that fail over and over again. The good news is that there are also specific ways to hire and retain great salespeople that can drive the growth of your restoration company! This program will help restorers understand how to hire great salespeople to build winning sales organizations.



Customer Centered Companies Crushing Competition

Joseph Sample, VoiceSifter


 Track: Operations

Customer experience is the last source of sustainable differentiation and the new competitive battleground. Gartner Customer centered cultures are crushing it! By looking at a few Fortune 500 companies combined with research from the Harvard Business School, McKinsey and Co., and others, you will leave with a handful of actionable ideas to implement in your business tomorrow. Organizations that execute the items that we will discuss see 20% higher customer satisfaction scores and 15% more in revenue. Our interactive, multi-media presentation will give you the leading edge on customer loyalty and satisfaction.


How to Win at the “Contents” Game

Art Johnson, Johnson Training & Lori Young

Track: Technical

This session will provide workable strategies and solutions to some of the issues faced by many contractors doing, or thinking of, taking on a contents division.



Friday, February 16, 2018

3:00pm - 4:00pm

BBB 5 Gestures of Trust: A Framework to Evaluate Your Customer-Business Relationships

Carrie Hurt, Better Business Bureau

Track: General Session

Aided by the speed of technology and social media, consumer experiences can make or break a business. Today’s better businesses, therefore, must also be customer-centric, employee-focused, innovative, and environmentally and socially conscious. Utilizing the BBB 5 Gestures of Trust, businesses have a new framework to evaluate and improve relationships with their customers.