On this episode of Mission Critical, Leighton Healey interviews Jamar Plater, COO of Thomasville Restoration, one of the top restoration providers in the Mid-Atlantic. Jamar shares how radical transparency has transformed Thomasville's operations, turning their 150-person team into problem-solvers rather than spectators. He unpacks the LEAST framework (Listen, Empathize, Apologize, Solve, Thank) that empowers teams to handle issues before they escalate, reveals the daily KPIs he tracks to maintain operational health, and explains how they successfully expanded 100 miles into Richmond by communicating goals company-wide instead of solving problems in isolation.

If you're a restoration leader struggling to navigate turbulent times while maintaining culture and finding operational margin, this conversation delivers battle-tested tactics from the trenches.

Looking for more expertise from restoration industry experts? Head to https://tryknowhow.com

The restoration industry faces immense challenges with soft sales, thin margins, and delayed payments. On this episode of the Restoration Playbook Podcast: Mission Critical, Leighton Healey interviews Kristin Smith, President of Mooring USA, who shares her financial strategies and insights. Kristin, equipped with a background in oil and gas, discusses how Mooring USA has diversified revenue streams, cross-trained teams, and secured a private equity partner without sacrificing their rich family culture. If you're a restoration leader looking for concrete tactics to stabilize cash flow and navigate financial uncertainty, don't miss this valuable conversation.

Looking for more expertise from restoration industry experts? Head to https://tryknowhow.com

“It’s not ever about you.”

That’s the leadership mantra Holly Murry built a national restoration brand on.

In this episode, the FRSTeam President joins Travis Martin to unpack how empathy, self-awareness, and accountability power high-performing teams, without the ego. From gut-check hiring tactics to letting go with grace, Holly reveals how she builds leaders who care, serve, and go above and beyond.

Hungry for more insights?
 • Join Travis on July 17th live at 1 pm EST to learn how to get more output from your team without increasing your payroll: Click Here to Register

• Subscribe to the Restoration Playbook Podcast wherever you're listening, and check out tryknowhow.com for even more interviews and resources for busy restoration leaders
• Visit randrmagonline.com to read the latest article in our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com

Ever heard of “Semper Gumby”?—the Marine Corps mantra for staying always flexible.

That mindset is Chuck Lane’s not-so-secret weapon for scaling training at BluSky Restoration, one of the biggest players in the industry.

Hit play as Travis uncovers how Chuck turns curveballs into growth, building crews who learn fast, adapt faster, and keep BluSky miles ahead of the storm. Stick around to see why “being Gumby” might be the smartest leadership move you make this year.

Hungry for more insights?
 • Join Travis on June 11th live at 1 pm EST to learn how to provide your restoration team with on-demand answers: Click Here To Register. 

• Subscribe to the Restoration Playbook Podcast wherever you're listening, and check out tryknowhow.com for even more interviews and resources for busy restoration leaders.

 • Visit randrmagonline.com to read the latest article in our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

In this episode of the Restoration Playbook Podcast, Travis sits down with Marcie Richardson, COO of Guarantee Restoration Service. Marcie shares the exact leadership moves that helped her scale across multiple offices without compromising values, consistency, or connection.

From above-the-line communication to her “culture gardening” framework, Marcie breaks down how to grow people and why great leadership means knowing when to push and when to pause.

Hungry for more insights?
 • Join Travis on May 8th live at 1 pm EST to learn how to scale multiple locations and not your headaches: Click Here To Register. 

• Subscribe to the Restoration Playbook Podcast wherever you're listening, and check out tryknowhow.com for even more interviews and resources for busy restoration leaders.

 • Visit randrmagonline.com to read the latest article in our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

In this episode of the Restoration Playbook Podcast, Travis sits down with Tony Scott, CEO and founder of Pro-Claim Group. Tony shares how he’s spent over 30 years building one of Canada’s most respected restoration companies—not just through operational excellence but by anchoring his team in deeply held values. He unpacks how a culture rooted in passion, purpose, and empathy has fueled innovation from the inside out, creating a company where people find meaning in the work and lead with heart.

Hungry for more insights?
 • Join Travis on April 10th live at 1 pm EST to learn how to capture what your best people know and scale it across your entire team: Click Here To Register. 

• Subscribe to the Restoration Playbook Podcast wherever you're listening, and check out tryknowhow.com for even more interviews and resources for busy restoration leaders.

 • Visit randrmagonline.com to read the latest article in our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com

In this episode of the Restoration Playbook Podcast, Travis sits down with Steve Glozik, President of FP Property Restoration. Steve takes us through the early days of building FP, the company's unwavering commitment to growth, and how they created a culture of excellence that drives their success.

Hungry for more insights?

•  Join Travis on March 13th live at 1 pm EST to discuss how today's most innovative restoration companies are improving worker training and onboarding from day 1 to beyond: Click Here To Register.
• Subscribe to the Restoration Playbook Podcast wherever you're listening, and check out tryknowhow.com for even more interviews and resources for busy restoration leaders
• Visit randrmagonline.com to read the latest article in our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com.

In this episode of the Restoration Playbook Podcast, Travis interviews Andy Amrhein, CEO and co-owner of Thomasville Restoration. Discover how Andy and his team achieved a remarkable 357% growth in just three years with the right leadership and a strong company culture. Whether you lead a team or aspire to, you'll want to listen to this episode.

Hungry for more insights?

• Join Travis on February 13th live to discuss how today's most innovative restoration companies are using to drive process adoption and adherence day in and day out: Click Here to Register
• Subscribe to the Restoration Playbook Podcast wherever you're listening and check out tryknowhow.com for even more interviews and resources for busy restoration leaders
• Visit randrmagonline.com to read the latest article in a our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.

Thanks for tuning in!

About KnowHow:
KnowHow is an easy-to-use, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com.

Howdy, restorers! We've got a bonus listen here for you this week...

Get your copy of the Building Leaders e-book by the KnowHow Team at buildingleadersbook.com or check out the audiobook at http://www.tryknowhow.com/podcast/building-leaders-official-audiobook.html, or wherever you found this episode.

Thanks for tuning in!

About KnowHow:
KnowHow is an intuitive, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com.

In this episode of the Restoration Playbook Podcast, Travis interviews Julie Johnson, former owner of Alpha Omega Disaster Restoration. To Julie, leadership is less about directing others and more about walking alongside them—showing up day in, day out, and always striving to make things better for everyone. Tune in to hear her practical advice on building a thriving restoration business.

Hungry for more insights?

• Visit randrmagonline.com to read the latest article in a our monthly series with R&R Magazine, spotlighting industry leaders who are building top talent.
• Get your copy of the new book Building Leaders by the KnowHow Team at buildingleadersbook.com or check out the audiobook at http://www.tryknowhow.com/podcast/building-leaders-official-audiobook.html or search for "Building Leaders KnowHow" wherever you're listening to this episode
• Subscribe to the Restoration Playbook Podcast wherever you're listening for even more interviews with top industry leaders like Ben Looper, Mark Springer, and Holly Murry

Thanks for tuning in!

About KnowHow:
KnowHow is an intuitive, mobile-first application that helps restoration leaders rapidly onboard new hires, up-skill their workforce, and provide on-demand, expert guidance for every worker. Home to your company’s proven methods, KnowHow ensures everyone has the expertise they need to get the job done right, with time-saving features that make it a breeze to build, maintain, and translate Standard Operating Procedures.

Learn more at https://tryknowhow.com.