You began your career in 1996 with the acquisition of Rocky Mountain Catastrophe. Can you discuss some of the differences between then and now, in terms of customer expectations?

Since the 1990s, the industry has matured dramatically and nowhere is this more apparent than in production. The customer is now more demanding on response time, nationwide coverage, price, and consistency. This has been good for the industry, as it is has improved the quality and service offerings of the contractors. While there are some success stories of companies who have marketed and sold their way to some size, the new reality requires maintaining multiple locations, with all providing outstanding service. Pockets of excellence are not enough; service consistency is key.

Our industry's definition of service continues to expand as the demand for a single-source solution intensifies. It is no longer enough to have a few dehumidifiers and a pickup; more sophisticated customers with more specific needs are demanding restoration companies expand their in-house capabilities.

Competing on a national level in today's market is much more difficult than it was in the late 1990s. You need local service but a nationwide presence, rapid response capability coupled with a diverse set of skills, all combined into a more cost-competitive package.

What are some of the biggest challenges facing your industry right now? Five years from now, will you still face the same issues?

The biggest challenges facing the insurance restoration industry right now are increased competition from home builders and other contractors have entered the business because their industries have all but disappeared; pressure on pricing as a result of the increased competition; insurance coverage and premiums for general liability insurance and health care; and high deductibles and the increase in self insurance both in residential and commercial claims. I am sure they will still be serious issues five years from now, along with several new ones.

However, the biggest unanswered challenge for our industry is environmental compliance and environmental stewardship. I believe our industry has significantly lagged other industries in recognizing and embracing the reality that we live in. To start, we have to do more than comply with environmental regulations. We have to understand that as a company and as an industry, we mitigate risks. Nowhere is this risk more apparent than how we deal with caustic chemicals and dangerous building materials. At InStar, I am proud of my company's environmental compliance program. I believe that approach continues to gain traction in our industry. I also believe and hope that within five years, we will no longer be one of the exceptions in this regard.

A few years ago, you were listed as one of the Top 40 under 40 by Crain's Detroit Business. What will you have to do to make the Top 50 under 50 list?

I am not sure what it takes to make that list, but I know exactly what I will be doing the next 10 years: building InStar into a world-class restoration company with the most talented people, a relentless commitment to customer satisfaction, and a national footprint of company-owned locations to provide immediate response.