Meet Diana Rodriguez-Zaba of ServiceMaster Restoration by Zaba in Logan Square

Today we’d like to introduce you to Diana Rodriguez-Zaba.

Diana, please share your story with us. How did you get to where you are today?
Like everyone else here in Chicago, I was hit hard by the 2007 recession. I was working for the city when the real estate market crashed. People lost their jobs, businesses closed down, and my secure position wasn’t secure anymore. When I was forced to take furlough days, I knew I had to do something. Finding another job in that economic climate wasn’t an option, but I’d always dreamed about being an entrepreneur.

My husband and I decided to start our own restoration business. He had worked as a union carpenter with management experience handling large disaster projects. I had been investing in real estate since I was 18, so property rehab was second nature to me. By the time I turned 25, I had already purchased four investment properties.

We opened our restoration company in 2008. We developed a 5-year business plan, but I stayed with my full-time city job during the transition. Five years might seem like a long time, but it went by so quickly. Days off were non-existent. I worked every evening, every weekend and every holiday.

When we started our business, I never thought, “What if this doesn’t work?” I told myself, “You made all these tough decisions. You can’t turn back.” We really had no idea about how to run a business. It’s very different from managing or working for someone else. You have to deal with levels of anxiety and stress that you’ve never experienced before.

Once we were up and running, business was good, but we wanted more. At the end of 2009, we decided to expand by purchasing a ServiceMaster franchise. We knew the name recognition would help us grow. We started operating in a small facility with no heat or water. It was pretty run-down, but we worked hard to get it into shape. Our employees pitched in because they knew how much we cared about them and the services we provided to our clients.

Part of our 5-year plan included moving into a much larger facility. We beat that goal by several years when we purchased our 10,000-square foot headquarters in Logan Square. As soon as we closed on the deal, we all rushed over and started gutting our new building. Even today, people comment on how beautiful our business home is inside and out. We ended 2014 by expanding our territory with a second location in Skokie, and we’re now one of the largest restoration franchises in Chicago.

Has it been a smooth road?
I’ll never forget our transition from independent operators to franchise owners. We finally had a nationally recognized name on our banner, but that wasn’t a guarantee that the phone would start ringing. Sometimes, I’d pick up the receiver and listen for a dial tone just to make sure it was still working. As private contractors, we had been free to work anywhere in Chicago and the suburbs. As a franchise, we were restricted to our territory.

It was challenging, but we developed new ways to market our services and target our customers. We also mastered detailed guidelines required by insurance companies. After the first couple of months, things began to fall in place, but it was nerve-wracking. We were responsible for more than our company’s success. We were and still are responsible for our staff’s success too because they depend on their pay checks to take care of their families.

One of our biggest concerns was getting a call for a job we couldn’t fund. Banks were losing money when we opened our doors, so securing a loan was very hard. We were still considered a startup, and financial institutions weren’t open to our plans. It took several years to find a lender willing to develop a relationship with our company. Today, banks are knocking on our door wanting our business. That’s a great feeling.

We’ve always believed in hiring individuals who share our vision. We’ve been very fortunate to bring in people who understand our goals and the need to grow professionally. Most of our original employees are still with us, and we’ve added many more since then. It can be hard to keep good staff when business slows down. You have to get creative and keep your finances in order so that you can make their pay checks even when you’re waiting to be paid.

Don’t ever underestimate the power of positive employee morale. We have basketball hoops set up at both our locations, and we usually shoot a few rounds after shifts. We have game rooms too with pool tables, foosball and dominos. Sometimes, we just hang out, order pizza and watch sports on TV. It doesn’t sound like much, but it really helps everybody deal with the stress of our work.

So, let’s switch gears a bit and go into the ServiceMaster Restoration by Zaba story. Tell us more about the business.
ServiceMaster Restoration by Zaba specializes in water and fire damage restoration services 24/7. We handle post-construction cleaning, estate and hoarder cleanup, carpet, upholstery and duct cleaning, mold removal and more. Our staff works closely with insurance carriers, developers, property managers and even government institutions. We take care of renters, home owners and business owners.

All our employees are certified in water, fire and mold remediation, and they stay on top of the latest industry advances with ongoing training. I’m so proud of our staff, and I’m humbled by their continued support through all these years. I love hearing from repeat customers who ask for one of our staff members or technicians by name. Our people are the very best at developing great client relationships through personalized service.

One thing that separates us from the competition is our belief that every customer deserves a little something extra. I’ve developed an Act of Kindness policy and incorporated it into our employee handbook. Staff embraces it, clients love it, and it’s given me so many inspiring stories to share.

I work hard on our marketing strategies by focusing on innovations and staying on top of trends. When we started out, social media was fairly new. Now, it’s a part of doing business every day. I’m very proud of our positive feedback through online reviews. Still, some clients can be hard to please and vocal about it too. As long as we respond like professionals, customers can see that we’re real people who really try to do our best.

I’m so proud of how far we’ve come since we started. We have solid plans in place to grow our operations and expand business in the coming years. I also enjoy delegating more and more to my amazing management team. My staff is very diverse, and I love it. Their ages range between 20 and 50, they’re men and women from different backgrounds and nationalities, and they keep me grounded with their insights and their honesty.

Traditionally, this has always been a male-dominated industry. I’m finally seeing more women involved in the restoration business, and we’re not just sitting behind the desk answering calls. I’m always confident about hiring women, and I make sure they’re cross-trained in all facets of our field work. My goal is to empower the women I employ and serve as their mentor as well as I can. They love the job, and they do it so well.

How do you think the industry will change over the next decade?
This Industry has really evolved, and it is becoming more innovative in the way business is conducted. I believe that in the next 5-10 years there will be more technology involved. When I first started, we used excel sheets for data, now we use our mobile devices to upload pictures, enter moisture readings and customers can even sign digitally, however many clients still prefer signing documents on paper.

Customers are looking for great customer service and that is one thing that will never change. Businesses are taking notice of the power of social media, mainly how much people like to express their satisfaction with a company. Customer reviews have such an impact on your business that companies have changed the way they do business, keeping customer satisfaction in mind to a greater level.

Contact Info:

• Address: 2912 N Central Park Avenue, Chicago, IL 60618
• Website: www.servicemasterbyzaba.com
• Phone: 773.647.1985
• Email: diana@servicemasterbyzaba.com
• Facebook: https://www.facebook.com/ServiceMasterChicagoland/
• Twitter: https://twitter.com/ServiceMasterZ
• Yelp: https://www.yelp.com/biz/servicemaster-restoration-by-zaba-chicago
• Other: https://www.linkedin.com/company/6623535

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