Navigating the Waters of Franchise Ownership: Insights on Disaster Recovery and Community Service

Intro: Broadcasting live from the Business RadioX studios in Atlanta, Georgia. It’s time for Veterans Business Radio, brought to you by ATL vets, providing the tools and support that help veteran owned businesses thrive. For more information, go to ATL vets. Now here’s your host.

Lee Kantor: Lee Kantor here another episode of Veterans Business Radio and this is going to be a good one. But before we get started, it’s important to recognize our sponsor, ATL vets, inspiring veterans to build their foundation of success and empowering them to become the backbone of society after the uniform. For more information, go to ATL vets. Today on the show, we have Saul Cruz, who is with 1-800-Packouts of South Miami. Welcome.

Saul Cruz: Thank you for having me on.

Lee Kantor: Well, I’m excited to learn what you’re up to. Tell us about one 1-800-Packouts. Um, how are you serving, folks?

Saul Cruz: Uh, so we help homeowners and businesses as far as their content restoration. So whenever there’s a natural disaster or an emergency in their homes, we go in and we take care of all their personal belongings, their contents, and we store everything in our warehouse. We also clean as needed. And we’re here to help the homeowners get back into their home as quickly as possible.

Lee Kantor: So, um, is that what the phrase pack out means? It means you’re going to go in and take all their personal belongings, remove them to a safe place, and then kind of put them back into as close to the original form as you can.

Saul Cruz: That’s correct sir.

Lee Kantor: Now this is a franchise, right?

Saul Cruz: Correct. This is a franchise. So we’re nationwide and we service, uh, the whole United States. And we have different franchise owners in every location, but we work together as a as a group, so we piggyback off of each other and get as much knowledge from each other as we go on with our businesses.

Lee Kantor: Now, can you share a little bit about coming out of the military? Why, um, your path to franchising, number one, but this specific franchise.

Saul Cruz: So the path was, you know, I as being a military member, we always like structure and having a sense of direction. And franchising is very similar in that sense. You have your SOPs, your standard operations. So it makes it easier for you to run your business and kind of always have a guideline of where you’re going and how to grow your business. And I chose this, uh, 100 package due to being a service member and always helping the community, whether abroad or in the United States, and being able to be part of the community and always being there for homeowners and my neighbors. Anybody that needs help, we’re here to provide that for them.

Lee Kantor: Now, what was so you leave the military and now you’re kind of deciding next moves. Um, how did this one kind of get on your radar? There’s there’s hundreds, if not thousands of franchises to choose from.

Saul Cruz: Correct. Um, I chose this one because every situation is very different, even though it might be the same foundation. Every situation you go into, it’s going to have its own different uniqueness to it. And I feel that works well with military background because you’re able to adapt and overcome. You’re never going to have the same situation regardless of what you go into. It could be a job, it could be a water damage, it could be fine art. So you have so many different situations that are going to dictate how the job is going to go. So your goal is to always be on edge and kind of know exactly what you need to do in every situation before you walk into it and be prepared.

Lee Kantor: Now, when you chose one 800 Scouts, was there another one you were looking at, or had you narrowed it down to a couple and then you really liked this one? Or was it?

Saul Cruz: I had a couple. I had a actually, I narrowed it down to five. They’re all in different categories, and I just felt like this one aligns more with what I was trying to do in the community and also with my business path. I couldn’t sit behind a desk all day long, so I like being on a job site as well. I like to get to know the homeowner and just kind of adapt and learn as the industry changes as well.

Lee Kantor: Now, did you go through a franchise broker to do this or is this your own research?

Saul Cruz: No, I did go through a broker and it was actually a veteran, uh, himself. So we connected in that way as well.

Lee Kantor: Um, now, when you went through the broker, they showed you obviously a lot. You narrowed it down to the five that you, um, I guess were in the finals, and then you landed on this one. What was just the serving of the community and being in the field and being there, like, during a crisis. Those were things that really resonated with you?

Saul Cruz: Yes. It definitely jogged my attention closer to that because like I said, I like being out in the field and, you know, during emergencies I like to help others. So I just felt like it was the best path for me to have this, uh, franchise.

Lee Kantor: So how long have you had it?

Saul Cruz: Uh, about a year now.

Lee Kantor: And is it what you imagined?

Saul Cruz: It’s definitely challenging. And it’s a lot of networking, which, uh, I’m not too. It’s more new for me, but definitely, uh, it makes me come out of my comfort zone because we have to go out and network and build our reputation. And, you know, integrity is very important. So it’s it’s not it’s pretty good, I enjoy it.

Lee Kantor: So when you say build your network, obviously, um, you’re looking for I would imagine referral partners because, I mean, any you don’t know when a crisis is going to happen and anybody might be the one that needs you, but I guess you need people to refer you business. Correct.

Saul Cruz: Yeah. We work with referral partners, public adjusters, restoration Companies are different individuals that can get us leads to get us close to the homeowner, so we’re there to support them when they need us, right?

Lee Kantor: Because I would imagine it’s hard to market to a homeowner because it’s like a needle in a haystack, like, who’s going to need you at what time?

Saul Cruz: Exactly. And especially during like, let’s say, in Florida, in Miami, we got a, you know, hurricane. So during that time, they’re not thinking about a restoration or their their personal belongings until that disaster hits. Um, so definitely educating the community, educating our partners on how we can assist them and, and their home and the homeowners and their clients. So I think that’s very important to have that network and really be prepared for those situations and teaching everybody.

Lee Kantor: So what do you do kind of in between like I guess disasters. That’s that’s the bulk of your, your you not that you need disasters, but when a disaster occurs that’s when your service is most needed, right?

Saul Cruz: Correct. Disasters are when it’s at its highest level. But normally you still have, you know, a house for burned down. You would have water damage here in Florida. In Miami we have high mold due to the humidity. So that’s situations we will go into as well. So there’s many different situations where we would be needed.

Lee Kantor: So it isn’t like you’re just waiting for hurricane season. Like there’s work all year.

Saul Cruz: For High Peak.

Lee Kantor: That would be the peak. But like there’s work all throughout the year. It’s just. But it’s less. I would imagine that when a crisis comes on now, it’s like all hands on deck, right? Like everybody’s scrambling.

Saul Cruz: Exactly.

Lee Kantor: So you have to build capability for it to handle a crisis. But then you also need kind of the the day to day where it’s like kind of coming in much slower.

Saul Cruz: Exactly. So we have the day to day that comes in. So that’s where we get most of our experience. And then when a hurricane or a natural disaster happens, then all boots are on deck at that time. And it just you know what you already do, but you’re going to maximize that, right? Just like you would in the military where, you know, you train, train, train until you need to go, you know, on scene and then you handle the situations.

Lee Kantor: So, um, was it hard to build your team, or is this where kind of your military background comes in handy in kind of getting a team ready to go in this type of an environment?

Saul Cruz: Definitely having a military background, it really helps because we’re able to structure the company to be the most efficient. So finding the team, you kind of know kind of how to read people. Also, you know, being a a trainer towards the end of my career, I’m able to train my guys to be able to perform to their best and to catch on to anything that I had, might missed or somebody else had missed. So we’re able to ensure the job is done correctly.

Lee Kantor: So you think franchising is a good move for a lot of folks as they exit?

Saul Cruz: I think it gives you a solid foundation. Um, it’s hard to go out there and start a business on your own without any guidance. Especially, you know, coming from the military, you think you know it all and you’re pretty established by the time you get out. But going into the into the real world is it’s not the same concept. So I think having a, a franchise foundation really helps you kind of be your own, but at the same time you have something to fall back on. Uh, you have, uh, other owners you can reach out to and ask questions. So you have a good supporting cast like you do in the military.

Lee Kantor: Now, you mentioned that, uh, challenge, um, is kind of doing this type of networking that maybe wasn’t part of your, um, you know, what you were a specialist in, and now you’re having to kind of learn that role. Is that something that the franchisor gives you, the tools and resources to go out there and do that effectively? Or is it something that in every local market, you got to kind of figure out who the players are and, and kind of meet them on your own?

Saul Cruz: It’s both it’s they give you the foundation on the main players, but then locally you have to do your own research. You got to find out who’s doing what and kind of just start building that relationship. And word travels, right? So people know each other. So you might be asking about one company and they’re going to lead you to five more companies and partners that they’ve worked with. So it’s really both sides have to are are important role.

Lee Kantor: Right. And you got to know who the people are that can actually do the thing and not just say they can do the thing.

Saul Cruz: Correct.

Lee Kantor: That’s probably a hard part to figure out.

Saul Cruz: Yes. And you’ll start to know, like I said, word travels. And just like in the military, you know, who’s a good instructor, who’s a good leader. Well, same thing with in the business world. You’ll see who get the referrals, who doesn’t get referrals or you know, what their reputation is when they do, uh, perform their duties. So it’s it’s the same, same concept.

Lee Kantor: So, um, when you took over this franchise, is it something that you buy that territory of South Florida or South Miami or and and that’s it. Or are you do you want to like, have bigger territories like what’s kind of how you see this evolving over time?

Saul Cruz: So so so far we have another owner in the Tampa area. Um, we’re very close. Um, but you do buy a territory and you can expand as needed. But while there’s nobody next to you, you’re allowed to go out and market that area as well. So pretty much I have all of South Florida at this at this moment, and it covers roughly 2 million people, my actual territory. Um, so that’s more than enough for now. And then obviously you can always expand, which is great. You have that option available to you.

Lee Kantor: Now when you get this franchise as part of it, you have to acquire warehouse space as well. Or is that something that the franchisor provides.

Saul Cruz: That you have to get yourself so they they’ll they’ll tell you to get your, you know, your warehouse has to be within your territory. But as far as what you do, how you do it, that’s more on you. They’re going to have the basic guidelines and then you just gotta follow that. If you want to go bigger, you can, because again, if you start growing, uh, you don’t have to grow your territory. But if you’re growing as far as how many jobs you’re doing, you might need more than one warehouse.

Lee Kantor: And so that so that. Did you find what you needed? Was that easy to find in your market?

Saul Cruz: Um, it’s definitely not easy to find in Miami, but I was able to to work out a deal with a landlord and it worked out pretty good.

Lee Kantor: Did you have to kind of negotiate that before you decided on the franchise? Because if you can’t get that, then you’re kind of in a tough spot.

Saul Cruz: Yeah, no, I was able to to get this location afterwards because it’s kind of hard to get into the franchising and not know what you’re going to do. So definitely did some research beforehand. But I had a few options. And, you know, I was able to get the best one that I wanted at that time.

Lee Kantor: So what do you need more of? How can we help you?

Saul Cruz: Um, pretty much just building relationships, I think is the most important part, knowing that we’re here in Miami, that we’re here to service the community and that we, you know, we’re you can call us at any time, ask us any questions. And we’re here to, to to guide a homeowner, uh, and guide other restoration companies on how they can, how we can be an asset to them and help get their clients back, you know, back in their home. That’s the most important part.

Lee Kantor: So who are those top 3 to 5 referral partners for you.

Saul Cruz: So it would be, uh, public adjusters, uh, restoration companies and um, associations.

Lee Kantor: The associations that serve homeowner associations. Oh, the homeowners association.

Saul Cruz: Yeah. We want to get into, you know, the high risers, the buildings to where you have a lot of renters and they kind of know that we’re here in case, you know, a fire breaks out on the third floor, but it spreads all the way to the eighth with soot and everything else. Then we’re here to help their help, help out the renters.

Lee Kantor: Right because, I mean, that happened to my son was in a high rise. And then there was like, um, the fire alarm thing, the, the the sprinklers went off, not in his apartment, but in another one, but it spread through the whole floor. Everybody was kind of in a in a spot. And you never know when those things are going to happen.

Saul Cruz: Exactly. Yes.

Lee Kantor: So if he had somebody like you. Right. Like if, if, if the apartment had said, oh, these are the people we recommend, then it would have made it so much easier. You had to, you know, do a lot of research because, you know, now they’re in a crisis and they don’t know who to call. Like they’re that’s stressful as anything.

Saul Cruz: Exactly. That’s the worst time to call because then you’ll have so many different companies trying to reach out to you. It’s better if you already have an established company that you trust and that you know it’s there to do the right thing that you can call at any time, and we’ll help you figure everything out for you. Right. So you’re not doing everything on your own now.

Lee Kantor: Is there a story you can share that maybe, uh, Illustrates how you work with your clients.

Saul Cruz: Um, totally. So we had a water damage situation where the water was coming from, uh, a bathroom on the second floor, and the homeowner was, uh, on vacation at that time. So by the time they realized it, the whole house had flooded. So by that time, we had to go in and get everything out of their house, bring it back to to storage, get everything cleaned out, and then, uh, we actually called the restoration company to go in there and help out the the homeowner on that side of the house. So we were able to connect the dots to help the homeowner get everything that they needed.

Lee Kantor: Now, do you work with the insurance or this is something separate than insurance?

Saul Cruz: No, we work with the insurance directly as well. So we work directly with the homeowner if they’re doing self-pay. But nine out of ten, it should be going through the insurance if they have the right coverage. Yeah that walk them through that process.

Lee Kantor: Right. And that’s one of those things like you’re your work ends with the belongings, right? Because when water is in the apartment or wherever it can get in the walls, the floor, that’s somebody else’s job, somebody else.

Saul Cruz: But we normally have those good connections and the, the referral part. So that’s that’s also crucial as well. Right. So we help the homeowner guide them through that whole process. So they’re not alone. Even if we don’t perform that we’ll we’ll get them the right leads and they can decide who they want to go with. But we’re always there to give them a helping hand.

Lee Kantor: Now, the folks who do the walls and the floors are those they typically don’t do the belongings right. They just focus in on what they do.

Saul Cruz: Correct? Normally they don’t. There’s a few that do. But, you know, those are the same people that are tearing walls that are going to go handle your delicate items and your personal, you know, right, your grandma’s personal items. Um, so that’s a little more touchy because that it could create breakage and they don’t take care of it the same. Well, nothing against them, but they do multiple things and we only specify in content.

Lee Kantor: So. Right.

Saul Cruz: It’s our specialty and we’re more delicate. And we understand what it means to somebody, to a homeowner.

Lee Kantor: Yeah. You’re going to take better care of their sign Dan Marino jersey than the guy that tears up the walls.

Saul Cruz: Exactly.

Lee Kantor: So if somebody wants to learn more, what’s the website? What’s the best way to connect?

Saul Cruz: So you can reach us at one 800, uh, Scout.com. And there’s you’ll find the one 800 number. And based on your location in the United States, it’s going to lead you directly to wherever you’re you, you live. So they’ll connect you with the right, uh, business owner.

Lee Kantor: And your area of South Miami.

Saul Cruz: That’s right.

Lee Kantor: Good stuff. Man. Congratulations on all the momentum. And, uh, thank you for sharing your story. Doing important work. And we appreciate you.

Saul Cruz: Oh, thank you, Lee, for having me on, I appreciate it.

Lee Kantor: All right. This is Lee Kantor. We’ll see you all next time on Veterans Business Radio.