With over 25 years of experience in contents restoration, Russ will assume the role as ECONA’s “Quality Assurance Manager” working closely with ECONA Network Member restoration contractors to ensure the quality of finished contents meets and exceeds customers’ expectations.
Russ Jacobs is a 3rd generation drycleaner who grew up in the family business in Memphis, TN. After making a career in the retail market for 17 years, Russ discovered insurance restoration work in 1996. In 1999 Russ went from doing fabric and textile restoration work part-time to opening the first facility in the mid-south specializing solely in fabric and textile restoration: Crescent Restoration.
In 2007 Russ joined a national franchise; FRSTeam, or Fabric Restoration Service Team, based out of San Francisco, California. This partnership allowed Russ to expand his new company, FRSTeam by Crescent Restoration, to Little Rock, Nashville, and Memphis. In 2010 the company purchased the St. Louis market and expanded into Missouri. In the 8 years as a FRSTeam franchise, FRSTeam by Crescent Restoration was a perennial top 5 franchise and won Franchise of the Year in 2009. Russ was also awarded the coveted Innovator Award, (given out only 3 times in the last 12 years), not once, but twice. The first Innovation Award was for the “Goosebump Moments” customer service initiative, the second for the FRSTrack image-based inventory and the creation and development of the homeowner “virtual online closet.” “Goosebump Moments” and the FRSTeam customer service model, are discussed in two books by author Carmine Gallo; The Apple Experience and The Storytellers Secrets.
In 2015 Russ sold the FRSTeam franchise and became Director of Sales for iCat Software. In this role, Russ marketed and trained contents companies all over the US and Canada on how to use software to make pack-outs more efficient and to carry over that efficiency into the admin and production departments. This role enabled Russ to work with hundreds of companies across the US and Canada, both contents companies and carriers, and provided him with a unique prospective on the challenges and trends in the industry.
Russ’ unique perspective, both from the inside as a independent contractor and franchise owner, and now marketing and training content companies and carriers on the development and implementation of pack-out and claims management software, allows a view of our industry that will help us see the trends and plan for a future moving forward.
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