It’s 3 a.m. on a Tuesday, and a homeowner in Long Island awakens to find water pouring from a wall. Still groggy, they watch it soak the bedroom, run down the stairs and flood a finished basement filled with furniture, collectibles and storage.
It’s one thing to find a plumber at 3 a.m. — but it’s another thing entirely when that Tuesday happens to be Christmas Eve.
So who to call?
“I answered the call myself. The call bounced to me because our on-call dispatcher must have been sleeping. I looked at the address and said, ‘I’ll be there in 20 minutes,’” said United Water Restoration Group multi-unit franchise owner Phil DePaul. “The homeowner knew what needed to be done to stop the water, but couldn’t do it themselves. So, I helped them empty the closet that had the access point, crawled in and shut off their main water valve. It was after hours — essentially a holiday. But by being the first responders, we could act with urgency, stop further damage, manage standing water and guide them through the process of dealing with damaged personal items and navigating their insurance claim, which they had never done before.”
For the homeowner, the crushing isolation of that moment was further compounded by the sense of urgency required. This was a situation that required more than just a plumber.
By springing into action in the middle of the night, DePaul mitigated the damage and averted a larger Christmas catastrophe, stabilizing the situation with swift and empathetic service.
“If a standard trade company had arrived at 8 or 9 a.m., the water would have been flowing at at least a gallon per minute. I’m sure it could’ve easily added another five figures to the overall cost and complicated the project, potentially extending the timeline,” DePaul said. “Helping clients feel good in a bad situation is the first win.”
UWRG is a national franchise providing 24/7 emergency restoration services for properties damaged by water, fire, storms and mold. Handling residential and commercial properties, UWRG provides services including structural drying, smoke removal, mold remediation and reconstruction, operating more than 50 units today.
For many restoration firms, the services rendered can feel transactional. But UWRG puts the client first, approaching each emergency situation with empathy and knowledge in an effort to deliver a customized five star experience.
Helping the client make decisions based upon elements like budget, needs and comfort, UWRG helps minimize stress while turning a potential home disaster into the opportunity to build a long-term relationship predicated upon trust.
“We refer to our customers as clients and talk about creating five-star client experiences. A five-star experience can’t be purely transactional, even though a transaction occurs,” DePaul said. “The key is taking into account not just the technical process but how it impacts the client. Not everyone wants the same service; some want maximum mitigation, some a partial approach based on budget or schedule. It’s our job to curate the right experience for each client, educating and empowering them to make decisions that fit their needs.”
Once that initial call is made, UWRG sprints into action, working with the client in a calm manner that delivers patience, reassurance and situational knowhow.
A team arrives on site as quickly as possible — regardless of the day or time — to assess the situation and build a customized plan unique to each client’s emergency situation. Clients aren’t rushed and, as a plan is developed, it’s delivered to each client with transparency.
Proactive updates are provided and the client is educated on potential blind spots like billing and dealing with insurance. With respect for the client’s schedule, UWRG knows the clients are busy with their lives and works to streamline communication. Some customers prefer calls, others prefer texting – UWRG meets them on their terms.
Building a staff capable of delivering transparency and empathy is crucial, with respectful followup and strong communication cementing a great client restoration experience.
“We hire for it first. During screening, we look for individuals naturally wired to care about others. Training and reminders reinforce it, but it starts with the person,” DePaul said. “Our playbooks evolve constantly. We have software triggers to send communications and, after each project, a customer service rep checks in to ensure clients understand next steps with billing and insurance. We avoid surprises and provide information on noise from equipment, protective measures and structural drying. We monitor progress regularly, respecting client schedules.”
Each UWRG location follows proven processes and shared values with one aim: doing the job according to IICRC standards and doing right by the client. That focus on satisfaction builds long-term trust.
“It’s foundational. This client-centric approach is the heart of our business,” DePaul said. “Revenue and profitability are standard business metrics, but the ultimate measure is client satisfaction. The biggest metric is Google reviews. Client testimonials show whether we delivered a five-star experience.”
Developing long-term trust at the local level has had a profound impact on UWRG’s business in the Long Island area. Client referrals drive trackable growth and reinforce the brand. A strong reputation built on reliable service and restoration results does more than marketing; it underpins a durable model that benefits franchise owners.
DePaul ties that growth to purpose-driven operations and clear communication. “A business built only for profit risks losing great people and missing its purpose: serving the community. United Water Restoration prioritizes teams that serve, creating predictable outcomes while maintaining purpose,” he said. “The industry has changed. Insurance coverage is no longer guaranteed. So, transparent communication and clarity on costs are essential. Franchise owners with a strong purpose and client focus will thrive.”
Assessing the situation in a collected, professional manner, DePaul reined in a costly Christmas home emergency in Long Island, reacting quickly to prevent it from getting worse. He coordinated a plumber for first thing in the morning, delivering more than just peace of mind. It delivered quick, measurable results in the middle of the night on a holiday and showed that UWRG restores more than just your home — it restores stability and trust in a moment of chaos.
For UWRG, a customer-first approach protects more than property — it nurtures a reputation that fuels growth and long-term loyalty, benefiting clients and franchise owners alike.
“That couple appreciated the timely response and the urgency we showed. They appreciated the peace of mind knowing their home would start to recover during the holiday season,” DePaul said. “It’s moments like this that draw people to this line of work. You get to save the day in a messy situation.”
To find out more information on costs to buy this franchise, please visit https://1851franchise.com/unitedwaterrestoration.
United Water Restoration Group
SPONSORED
United Water Restoration Group's client-first approach turns home emergencies into lasting trust, combining empathy, expertise and purpose to build stronger communities and franchises.
It’s 3 a.m. on a Tuesday, and a homeowner in Long Island awakens to find water pouring from a wall. Still groggy, they watch it soak the bedroom, run down the stairs and flood a finished basement filled with furniture, collectibles and storage.
It’s one thing to find a plumber at 3 a.m. — but it’s another thing entirely when that Tuesday happens to be Christmas Eve.
So who to call?
“I answered the call myself. The call bounced to me because our on-call dispatcher must have been sleeping. I looked at the address and said, ‘I’ll be there in 20 minutes,’” said United Water Restoration Group multi-unit franchise owner Phil DePaul. “The homeowner knew what needed to be done to stop the water, but couldn’t do it themselves. So, I helped them empty the closet that had the access point, crawled in and shut off their main water valve. It was after hours — essentially a holiday. But by being the first responders, we could act with urgency, stop further damage, manage standing water and guide them through the process of dealing with damaged personal items and navigating their insurance claim, which they had never done before.”
For the homeowner, the crushing isolation of that moment was further compounded by the sense of urgency required. This was a situation that required more than just a plumber.
By springing into action in the middle of the night, DePaul mitigated the damage and averted a larger Christmas catastrophe, stabilizing the situation with swift and empathetic service.
“If a standard trade company had arrived at 8 or 9 a.m., the water would have been flowing at at least a gallon per minute. I’m sure it could’ve easily added another five figures to the overall cost and complicated the project, potentially extending the timeline,” DePaul said. “Helping clients feel good in a bad situation is the first win.”
UWRG is a national franchise providing 24/7 emergency restoration services for properties damaged by water, fire, storms and mold. Handling residential and commercial properties, UWRG provides services including structural drying, smoke removal, mold remediation and reconstruction, operating more than 50 units today.
For many restoration firms, the services rendered can feel transactional. But UWRG puts the client first, approaching each emergency situation with empathy and knowledge in an effort to deliver a customized five star experience.
Helping the client make decisions based upon elements like budget, needs and comfort, UWRG helps minimize stress while turning a potential home disaster into the opportunity to build a long-term relationship predicated upon trust.
“We refer to our customers as clients and talk about creating five-star client experiences. A five-star experience can’t be purely transactional, even though a transaction occurs,” DePaul said. “The key is taking into account not just the technical process but how it impacts the client. Not everyone wants the same service; some want maximum mitigation, some a partial approach based on budget or schedule. It’s our job to curate the right experience for each client, educating and empowering them to make decisions that fit their needs.”
Once that initial call is made, UWRG sprints into action, working with the client in a calm manner that delivers patience, reassurance and situational knowhow.
A team arrives on site as quickly as possible — regardless of the day or time — to assess the situation and build a customized plan unique to each client’s emergency situation. Clients aren’t rushed and, as a plan is developed, it’s delivered to each client with transparency.
Proactive updates are provided and the client is educated on potential blind spots like billing and dealing with insurance. With respect for the client’s schedule, UWRG knows the clients are busy with their lives and works to streamline communication. Some customers prefer calls, others prefer texting – UWRG meets them on their terms.
Building a staff capable of delivering transparency and empathy is crucial, with respectful followup and strong communication cementing a great client restoration experience.
“We hire for it first. During screening, we look for individuals naturally wired to care about others. Training and reminders reinforce it, but it starts with the person,” DePaul said. “Our playbooks evolve constantly. We have software triggers to send communications and, after each project, a customer service rep checks in to ensure clients understand next steps with billing and insurance. We avoid surprises and provide information on noise from equipment, protective measures and structural drying. We monitor progress regularly, respecting client schedules.”
Each UWRG location follows proven processes and shared values with one aim: doing the job according to IICRC standards and doing right by the client. That focus on satisfaction builds long-term trust.
“It’s foundational. This client-centric approach is the heart of our business,” DePaul said. “Revenue and profitability are standard business metrics, but the ultimate measure is client satisfaction. The biggest metric is Google reviews. Client testimonials show whether we delivered a five-star experience.”
Developing long-term trust at the local level has had a profound impact on UWRG’s business in the Long Island area. Client referrals drive trackable growth and reinforce the brand. A strong reputation built on reliable service and restoration results does more than marketing; it underpins a durable model that benefits franchise owners.
DePaul ties that growth to purpose-driven operations and clear communication. “A business built only for profit risks losing great people and missing its purpose: serving the community. United Water Restoration prioritizes teams that serve, creating predictable outcomes while maintaining purpose,” he said. “The industry has changed. Insurance coverage is no longer guaranteed. So, transparent communication and clarity on costs are essential. Franchise owners with a strong purpose and client focus will thrive.”
Assessing the situation in a collected, professional manner, DePaul reined in a costly Christmas home emergency in Long Island, reacting quickly to prevent it from getting worse. He coordinated a plumber for first thing in the morning, delivering more than just peace of mind. It delivered quick, measurable results in the middle of the night on a holiday and showed that UWRG restores more than just your home — it restores stability and trust in a moment of chaos.
For UWRG, a customer-first approach protects more than property — it nurtures a reputation that fuels growth and long-term loyalty, benefiting clients and franchise owners alike.
“That couple appreciated the timely response and the urgency we showed. They appreciated the peace of mind knowing their home would start to recover during the holiday season,” DePaul said. “It’s moments like this that draw people to this line of work. You get to save the day in a messy situation.”
To find out more information on costs to buy this franchise, please visit https://1851franchise.com/unitedwaterrestoration.
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