Crowning Connections: The Hamster Flooded Them Out w/Amie Hayes

Rob Clemons and Amie Hayes discuss the imporance of connecting with the Grand Strand community through making sure your business a resource. Amy highlights listening to the customer and marketing through consistancy and creativity. She and Rob discuss being a resource, a hamster, those who inspires them in the industry and hands on training.

Recorded live at the Home Improvement and Outdoor Living Fall Home Show hosted by the Horry Georgetown Home Builders Association.

Listen Along: https://monarchroofing.biz/crowningconnections

Rob Clemons
All right. Welcome to Crown Connections with Monarch Roofing and Rob Clemens. I am here with Amy Hayes today from Restoration 1. Amazing Amy Hayes, like, you’re like my role model in the social media industry. So you know all the stuff you’re doing out there, you really represent. Well, tell me a little bit about how long you’ve been in Myrtle Beach. And what brought you here?

Amy Hayes
Well, I have lived in Myrtle Beach since 2001. I actually moved here for a job. I’m originally from South Carolina, about 75 miles away, Florence County. And I was coming down here every weekend, all my friends were here. And the company I worked for in Florence was getting sold because I’ve always worked in Plumbing and Air Conditioning, and they were being sold to a much larger company. And they said, “Well, your jobs moving to Florida,” and I said, “Well, I’m moving to Myrtle Beach.”

Rob Clemons
Right, right, right. Yes. It sounds tempting, but we’re not going to do that. Right. Right. So you were so you were born and raised in Florence? Florence County. So where’d you go to high school, for example,

Amy Hayes
I went to high school in Lake City.

Rob Clemons
Okay.

Amy Hayes
Lake City in high school. The town I’m from is called Scranton is so small. We don’t even have a red light. We have 15 churches and two barbecue places.

Rob Clemons
Oh, yeah, of course. Enough churches to go around probably like, yeah, gotcha. Yeah, that’s awesome. I actually, have you ever heard of a place called Lamar?

Amy Hayes
Oh, yeah.

Rob Clemons
Yeah. So I spent two years of my school going life at Lamar. And it was when I mean, dealing with Lamar is crazy little place because it’s this tiny little town. But they put out a couple of NFL players, maybe at least two that I know of. Yes. I always found that fascinating. So it’s super cool. Well, love. How do you you know, how did you get into this industry in particular Restoration 1 and just into HVAC and all that?

Amy Hayes
Well, my father was a very hard worker, I got my work ethic from him. I actually started out doing graphic design, I went to school for graphic design, and I got a job working for Traco, which was the largest plumbing wholesaler in the United States. So I’ll learn plumbing, every single part came across my desk, I either had to take a picture of it or draw it. So I learned everything, wrote those descriptions. And from there, moved to Myrtle Beach started working for Wolverine Brass, which is known as PPG. Now, and they were a national manufacturer. They’re actually the oldest plumbing manufacturer in the United States. So from there, I started working for a local plumber, who used to be an engineer there, he started his own plumbing outfit. He was like, come work for me, I need you to come work for me. So I went to work for him. And after about three years there, he wanted to add HVAC on. So here we are learning HVAC, having to you know, quote this whole new brand and learn about that. And I love plumbing and air conditioning, because everybody has to have it. Absolutely. So you know, kind of got a little bored with that after a while looking for a new challenge. In 1989, my family went through Hurricane Hugo. So I know what it’s like to have your house completely flooded, everything destroyed to be displaced, not know what to do. So for me, restoration was the next natural step for me. So I started working for a small cleaning and restoration company here, learned restoration. And over the years, I’ve ran into my boss Jake, and I thought he was amazing person. They do restoration. Amazingly, he treats me fantastic. They’re great brand. And I just love helping people in bad situations.

Rob Clemons
And that’s really cool. You know, we always talk about, you know, having an elevator pitch. And that’s a great elevator pitch. Right? Yeah, you know, I mean, and I talk to a lot of our salespeople, I’m like, you know, what would you say about monarch if you had 60 seconds? And how would you do it? And you just naturally just belted that right out? Yeah, beautiful thing. Do you have any funny customer stories or like any any touching customer stories you could share with us?

Amy Hayes
Yeah, well, you know, every situation is different. This is why I love restoration. Because no day is ever the same. We have no idea what’s going to be coming in, you know, somebody could have a fire, a flood, you know, a family member pass away. We do trauma cleanups as well. Those are always really interesting. But recently the most interesting one, we had got a call from a customer. She’s like my house just flooded out. And she’s I was like, “Well what happened where this water source come from?” They had a hamster that got loose, chewed out of its cage, got inside of the walls and started chewing water lines.

Rob Clemons
Oh my gosh.

Amy Hayes
So as the hamster was chewing water lines, it’s flooding the house out. And when we get there, it I mean there’s water everywhere. And she told us you know if you can find this hamster, you can have it. So our guys started cutting into the walls. And we found this little hamster trapped in the wall and we actually adopted it and it’s now our shop pet named Chewy.

Rob Clemons
Chewy! Perfect name. Is the is it like the cage you put in like made on bulletproof glass or something?

Amy Hayes
She is in a glass container she can getting out.

Rob Clemons
you know what I’m gonna say this, alright, so I’ve had some hamsters in my life. You know? That they’re, they’re cute, but I gotta tell you. One thing about hamsters is some of them are very tenacious. And it goes to show even if you’re a little tiny hamster, you can take down a whole house.

Amy Hayes
You can, a whole house.

Rob Clemons
I feel like that’s a moral story waiting to be told, right? Yeah, little hamster that took down the house. You know? I found it So here’s all my hamster story goes. I got one when I was in college because I really wanted a dog. And everybody who knows me knows I’m a dog person, but I couldn’t have one. I was in the dorm. So I got a hamster. Best hamster ever. Alright, now, Fuzzball, as it was named, went to the afterlife, and I was like, I’m gonna get another hamster now, you know? They have about a two year lifespan.

Amy Hayes
Oh, that’s it?

Rob Clemons
Not very impressive. No, you know, maybe three years if they’re really old, right. So then I got another one. And I found out that all hamsters are not nice. But small was very nice. This other hamster, you put your hand in there, go ahead and get the band aids ready. But you know, what are you gonna do? So, so Chewy The Hamster. Now the corporate mascot has worked its way to commercials yet?

Amy Hayes
We’ve been using it on social media, just trying to educate people, you know, because a lot of times in your insurance policy damage from your pants is not covered.

Rob Clemons
It’s not, not even, not even a hamster is covered under your insurance policy.

Amy Hayes
Right. But if your animal messes up somebody else’s property, yeah, it might be covered.

Rob Clemons
Right, okay, I got you. I got you. Well, it’s funny stuff. I can tell you that. I’ve never heard of the hamster doing this type of damage. But that’s, that’s really cool. And then what they do is they’ll take they love to take food, and they’ll store it. So you probably found all kinds of food bond.

Amy Hayes
Oh, yeah. They had three dogs. And the one dog knew exactly where this hamster was. And he was just clawing to the wall, waiting it out.

Rob Clemons
That’s awesome. As far as yourself, do you have any role models in life, anybody that she’s really aspired to be like, are they just taught you a lot.

Amy Hayes
I mean, just talking from a local level, there’s a lot of women that I have looked up to, because I think women in the trades is something that’s kind of rare, but it’s, you know, seen in insurgents in the last 10 years. There’s a lot of women in the Restoration 1 family, one in particular, name’s Tammy Biggerstaff, she has been in restoration forever. And she has taught me so much, you know, through the Restoration 1 family and just about how to handle yourself as a woman in this business, because it can be tricky. A lot of local women, like, you know, Shea, you know, I followed her for a while got to know her Stephanie Bohart, you know, she’s always been a big hitter in this market. And, you know, I hear younger women now saying, Well, I look up to you as a role model. And I’m like, well, that’s great. Because, you know, the best thing you can do is follow those people that you respect, at some point, you have to follow a leader to become a leader. And those are some women that really made an impact on me, you know,

Rob Clemons
it’s really cool, what you’re saying there, because, you know, I’ve been in the construction industry since almost my entire adult career, I graduated college and, and then, you know, I kind of shortly thereafter got into home building and you didn’t used to see a lot of women in this industry. And you guys are powerful, man, you know, you guys do a lot of great things. And a lot of times just the way that, you know, the corporations are, you know, I’ve seen that it’s become more and more commonplace where that, that that, you know, person graduating college now she might be thinking like, Yeah, I’d go work at Monarch Roofing, or who work in a restoration company and stuff like that.

Amy Hayes
Yeah, I think when you see other women that you respect, driving wrapped vehicles working for, you know, big names, and just, you know, being a boss lady. I respect that.

Rob Clemons
Yeah, very cool. Very cool. What, what has the, when I look at you and what you do on social media, you are so consistent. You like consistency is major. If you look at me, I’m the opposite of you. I am so inconsistent with my social, like, your social media. Oh, well, okay. So like my LinkedIn, I’m probably doing all right on but if you ever check my Facebook page, you’ll get the obligatory, like one post every year. And it’d be like, Well, Rob, still really, you know, hit on all cylinders. But how do you come up with content that to put on your social media job? Because you’re so consistent, and just how do you like do that on a regular basis?

Amy Hayes
Well, I mean, I think the advantage that I have is the fact that I have been through restoration disasters, you know, like I said, went through that flood and at night with Hugo, which was awful. I mean, I have had a small kitchen fire, I actually found my neighbor who had been deceased for three months. These are the types of things we do. So I have walked in those shoes, and being a woman, you know, and trying to educate a customer, I don’t think you should talk over your customer, you should talk to your customer. So I like educating people. I like making things interesting. I’ve learned that people like to see what you’re doing. I see you know, some companies and you can tell they’re using a third party in there. It looks like stuff from a blog. Nobody’s reading it. They’re not getting any likes. It’s not engaging. Peep, you have to draw interest. I think you guys do an amazing job at that. Absolutely. I mean, y’all social media is phenomenal. I try to do the same thing and educate people like my Tip Tuesday. I mean, restoration, you kind of bank on the fact somebody is going to have something bad happen. I’m trying to tell you how not to let that happen. And people see that is Whoa, she really is trying to help me. And the more I educate people about our different services, I do videos, make some graphics. It shows them this is somebody who is in the mix. This girl goes to those job sites she talks to those customers, she’s not just behind a computer, making things look good. She is on the ground doing it.

Rob Clemons
You know what the best I and I really mean this from the bottom of my heart. The best people that I see out there are the once you really get deep into it, you know, it’s like if you come in, you’re not like, Hey, I’m just here to do your promotion, you’re actually getting deep into it. And it’s fascinating because it shows your interest and your commitment to the industry. So that’s really cool.

Amy Hayes
Yeah, you know, and the more educate, education I can give my customers is great. But my company’s actually investing a lot in me and education, too. So the more I learned, the better I can serve customers, because I don’t think people realize that if you call me and say, Me, I’m having this problem. I’m not going to call, you know, somebody from my office, I’m showing up at your door, I’m going to do the moisture readings, I’m going to start doing that sketch, I’m going to talk to you and I’m going to assure you that this is going to be okay. Because whether somebody has 30,000 gallons worth of water in their house or their toilet overflowed, everybody reacts the same everybody overreact. So my first job is to de-escalate the situation, and assure them, I got you. And that’s why I say ‘we take the stress out of your mess,’ because, again, everybody has a mess, we’re here to take the stress out of it, we’re going to walk you through it, and we’re going to be there till the end.

Rob Clemons
I imagine your job is kind of like, like the people at the at the lost baggage place in the airport. It’s gonna be it’s always like the worst customer problems ever come at you. Yes, yes. That’s really funny. Um, as far as your, your training, you just mentioned that your companies don’t want to educate you. How did they go about that, where they send you the courses? Or was it just like in office stuff,

Amy Hayes
A lot of it was on the job training, you know, I do like go into the job sites. I told my boss, when I first started, I want to see everything. I don’t care how bad it is, I want to be there with that customer. I recently went through some IICRC certification. And that’s the Institute of inspection, cleaning and restoration certification, which is the only certification for any sort of restoration, you have to go through them. And that was a three day very intense study class. Because in restoration, I’m sure just like roofing, you guys have your standards and everything. And in restoration, it’s called they call it the Bible. It’s called the s 500. It’s everything you need to know about restoration. So three days spent, you know, learning all that and it was absolutely incredible credible, everything from going in talking to the customer how to write those scopes of work, how to deal with insurance companies, you know, learning boards, like shall you know, if it says ever says it shall be done, it must be done. Okay. No learning, psychometrics and learning how much water is in the house? How many air movers? Do you need Dehumidifiers for this space? So getting that certification, which I’m super proud of, it’s a national certification. I am a Water Restoration technician. And, you know, do I go out and do the work? No, if we got busy enough, would I be out there? Absolutely. I would be out there. But to have that knowledge and talk that customer through everything that’s going to happen. And being able to call my team say this is the equipment we need, this is what’s happening, this is what’s going on, it’s saving us time from somebody having to go out behind me. In three weeks, I’m going to a corporate office in Waco, Texas for a sales summit training. So I’m really excited about that. That’s where our corporate headquarters are. So I’m very excited about meeting a lot of people learning more, m

Rob Clemons
Man, that’s killer. You know, I look at this as the ability to communicate with customers. And you said this a minute ago, I really appreciate that. I heard something I loved the other day, and I share it with my sales team. Because I thought was the coolest thing. We all know what the golden rule is, right? You’ve heard the going real rule. And biblically speaking, it’ll be Do unto others as you would have others do unto you, right? Or, you know, just, it’s basically treat others like they like to be treated. And it’s a little flaw, okay, because of the fact that, you know, if you just treat people like you like to be treated well, maybe you just like to get the facts really straight. But you know, maybe some people want to get more details and things. So really, the best rule is taught the customers as they want to be treated. Right, right. You know, it sounds really basic, but it’s like, you can’t always just say I’m going to treat people like I want to be treated, it has to be a little bit different. So I think in that ability as you go through that education, that’s how you do it. Have you guys ever done anything with like disc assessments or any of the personality profile training Myers Briggs? Enneagram?

Amy Hayes
I have done that in the past other companies that I work for. My score is always pretty interesting, because I always come up as that driver personality? Oh, yeah. And my trust level got like, I got a 5% on not being able to be trustworthy, but me trusting others.

Rob Clemons
Oh, okay. Right. Yeah. So you’re skeptical right off the bat.

Amy Hayes
I don’t believe anything. You have to prove everything to me.

Rob Clemons
Yeah, that’s awesome. Because I’ve always felt like I’m a little too trusting. I’m like, “Oh, really? President Reagan still alive? No way.” You know, no, I’m not that gullible. But you know what I’m saying? Yeah, that is a really cool thank you do have to have and, you know, one of the best things is, you always have to pair up a really trusting person with that kind of untrusting person because they tend to balance each other out a little bit. Does that make sense?

Amy Hayes
No, it totally makes sense. You know, and I mean, I think trust is earned. I don’t think it’s given. I think when you just give it away, that’s when you get burned because you just trust everything. But you know, in your business and in our business. It takes a lot of trust from the customer. You know, these are big ticket items. We’re talking about their home and when people start talking about their home, that’s one of the most personal things there is. And so they want to make sure their home is taken care of, and that they trust you with it. So I think, you know, going back to the whole woman in the trades thing, I think I do have that advantage where I can go in I have that that, you know, sometimes men don’t, you know, they just, they look at the work, they look at the work and they forget the customers feeling. So I try to, like you said, read that customer, get to know what their concerns are, and let them know, they can trust me, I know what I’m talking about and we’re gonna take care of you.

Rob Clemons
You know, I, I had a little summit presentation I did for our sales guys. And I did top 10 mistakes that sales people make. And my number one I and of course, they’re all 10, we’re pretty much on the same level. But one of the ones was, I said, you forget that your audience is nervous about what you’re going to do. And what I meant by that is, is that a lot of times and I showed a picture of the person kind of creeping out the blinds looking at who’s walking up to the front door. And I do think a lot of times we make this mistake as salespeople if they can, like, Oh, I’ve done this 1000 times I’ve done this 2000 times, it’ll be fine. And they’re forgetting that the audience that they’re about to speak to, is immediately a little on guard.

Amy Hayes
Right!

Rob Clemons
They don’t know you, they don’t know what your intentions are. So you have to break the ice and you have to be able to make a connection and to also show that you are an expert, and that you’re taking them in their interest at heart.

Amy Hayes
So you have to talk to him like a person and not a job.

Rob Clemons
Yeah, absolutely. Well, I love that. So one thing about you that I found that I thought was really, really cool when I was there when you won the award. So you were the 2020 Was it the 2020 Volunteer of the of the year and

Amy Hayes
2021 Ambassador the year

Rob Clemons
2020. Bam, look at all those credentials.

Amy Hayes
I was so surprised. Apparently, I’m the only person who went to awards like that.

Rob Clemons
How did you feel like what what was it like when you just found out that your peers and people felt like that about you?

Amy Hayes
Honestly, I was absolutely floored. I had never been to that event before. You know, we lost a lot during 2020. So I had never gotten to go and I’ve been an ambassador since 2019. So this was my first year going and I knew I was nominated. You know, yay, that was like I’m so honored, nominated. And then when I sat down at the table, and they called my name like I, I wanted to cry. Because normally in the past, you know, the ambassador program was on points system and they decided to change it and let the ambassadors vote for who they thought. So when I realized that all these people I had looked up with and now I’m rubbing shoulders with that now I call friends had voted for me and I was I was floored.

Rob Clemons
So cool. Now it’s it’s just an amazing feeling. And it’s a real compliment to you that you know, sometimes you forget, as you’re going through the hard times and you’re doing the things it just feels like a grind sometimes feels like a job. And then something like that happens. You realize like “Well, I’m making a difference out there.” Right?

Amy Hayes
Well, like you said on social media. I mean, I hear people say all the time you forget people are watching. Yeah, you forget people are watching. Then they when you find out they are watching and they are noticing you feel like I’m making a difference now.

Rob Clemons
Absolutely. Yes. That’s really cool. One thing I wanted to ask you: How has your golf game gotten over the last? I mean, I know you don’t go to top golf and do these meetings.

Amy Hayes
I gotta be honest with you has been a banner year for me. I have always wanted to play golf. I’ve lived on a golf course for 20 years, and started Top Golf in December and I have played in three tournaments, so far. I have played golf on every single hole in my neighborhood. Oh, Golf has been the most amazing thing. I hate exercise. So this is a really fun form of exercise. Yeah. Somebody told me you never learn how to play golf. You’re always learning. But I think if you can be outside, have fun and drink beer. Man. That’s a great sport.

Rob Clemons
That’s actually pretty solid sport. What was your best score that you ever had Top Golf? Um, 175. That’s pretty good. My best score. I think I had like 20 points. Is that good? What? No, no, that’s not good at all. Now, I’m being a little exaggeration there, but not that much exaggeration. So that’s sad. But no, that’s really cool. We actually took some of your cue because I thought it was cool the way you bring people to the booth. And it’s kind of like a less stressful way to meet people and clients and things like that.

Amy Hayes
Yeah, I mean, it was literally a Field of Dreams. If you build it, they will come. I mean, people I was begging to have meetings with or having trouble getting to or, you know, trying to do a luncheon or even if you take somebody out to lunch for an hour, they’re always looking at their watch. And they go to Top Golf, they forget, they’re having fun. They just met a friend. They’re having an amazing experience next, you know, three hours later, and they’re like, Oh, my God, I’m using you for everything.

Rob Clemons
Yeah, no, that’s amazing. I couldn’t have said it better. And that’s the way we make that connection and build the trust.

Amy Hayes
And the relationships.

Rob Clemons
Yeah, absolutely. Yeah. Um, so I want to wrap up with asking you a question. I like to ask a lot of people so: if there were something that you felt like you wanted your customers to know about either you or Restoration 1. What do you think that would be?

Amy Hayes
I have been there. I know what it feels like every time a customer goes through something. I mean, my first thought is, man, you know, I’m sure they’re just heartbroken, upset, confused. And so I just want people to know, I don’t care what time of night or day it is. I’m always gonna be there because I absolutely love what I do and I love helping customers.

Rob Clemons
That’s awesome. Amy Hayes, she’s always gonna be there. I love that. Hey, thank you so much for being with us today. Absolutely. This is Rob Clemens, signing off with Monarch Roofing, Crown Connections.

Transcribed by https://otter.ai

 

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