The use of a biocide may or may not be advisable, depending on circumstances at each water loss. However, general procedures that are antimicrobial in nature are always employed. The art is matching the right procedure to the job, just as with any other restoration practice.

Registered Biocides: In conditions with high risk of exposure to organisms that can cause sickness, discomfort or disease, restorers will choose to use a registered biocide. This is especially true in circumstances where the building occupants are at a higher risk because of a compromised immune system.

Cleaners and Sanitizers: Many antimicrobial products can act as sanitizers, deodorizers and cleaners across a broad spectrum of building materials, while they are not necessarily biocidal on all surfaces. Cleaners and sanitizers would be used in situations where there is less risk of exposure.

Restorative Drying: Many of the activities restorers perform on a daily basis are antimicrobial in nature. The very act of drying prevents a multitude of microbial problems.

Reducing Risk: Where cleaning and drying procedures alone eliminate many risks, it is important to use procedures that, in and of themselves, do not create additional risk. The risk associated with a chemical agent, in other words, is weighed against the risk presented by microorganisms. If the chemical agent carries a greater risk, then it is not used.

In cases involving extensive contamination it is necessary to involve a third party evaluator. The third party can assess structural damage, microbial problems and other potential health and safety risks. Restorers use a third party in situations that involve severe public health issues, high risk occupants living or working in the structure, or extensive microbial contamination that can affect worker or occupant health.

There are a number of third party experts and specialists to consider, including industrial hygienists, physicians, microbiologists and, in some cases, attorneys. The simple rule as it applies to a third party is: consider expert advice and guidance when in doubt, or when concerned about the amount of risk and liability associated with the impact of restoration related decisions.

Stephen M.R. Covey, in his recent Dri-Eaz Restoration Drying Symposium presentation, made a strong case for the economic benefits of having high- trust relationships with customers. For example, what he called “high-trust organizations” outperform their competitors on Return to Stakeholders by 289%.

Covey reports that trust is tangible (not fluffy) and can be built faster than most people think. He offers practical ways to increase trust with customers and employees. Here are just a few examples from his list of “13 Ways to Increase Trust:” talk straight, demonstrate respect to all (not just those who can best serve you), and right wrongs. For more about building trust with your customers, look for Stephen M.R. Covey’s new book The Speed of Trust, available at most online book stores.