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Claims Prevention and Procedure Council …helping to reduce claims costs in the moving and storage industry by providing professional education and networking opportunities!

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Claims Prevention & Procedure Council PRESRT STD Inside: P.O. Box 1117 U.S. POSTAGE Newburgh, IN 47629-1117 PAID The Approaching Vote Evansville, IN Permit No. 1185 The Editor’s E-Mails Workshop Info (It’s not too late) ...and more! April, 2007 Newsletter P.O. Box 1117, Newburgh, Indiana 47629 • Toll Free Phone: (866) 276-5656 Fax: (812) 858-0599 www.claimsnet.org • e-mail: [email protected] Restoring — Since 1974 — Claims Inspection • Antiques Restored • International Division

Your We do the difficultImmediately , the impossible takes us a little longer.

Fine Arts Restoration: • Marble • Fine Ceramics • Paintings • Picture Frames • Porcelain • Antiques Restored • Statuary • Claims Service The Carolina’s Full-Service Repair Source • Refinishers • Upholsterers 349 • Fort Pierce TOLL FREE 866.614.3469 338 Phone (In NC) 336.629.8451 Sarasota • Residential • Commercial 339 • West Palm Beach Fax 336.629.1761 Serving all of North Carolina 334 • Boca Raton FT. MYERS • Ft. Lauderdale Phone (In SC) 843.650.3687 341 333 Main Office: Naples • H World. Fax 843.650.3678 330H Marco Island • 340 Serving Coastal South Carolina Hialeah 331 HIALEAH P.O. Box 4573 • Hialeah, FL 33014 332 • Miami www.ltclaimsandrestoration.com Phone: 305.558.5141 • Fax: 305.556.0700 • Key Largo

E-mail: [email protected] • Key West BOARD OF DIRECTORS

PRESIDENT President’s Message Gene Shontere (Rep.) Shontere Restoration “See you in St. Louis.” (301) 753-6051 [email protected] I personally have heard or said that line dozens of times over the VICE-PRESIDENT last couple of months. My peers, as well as clients, have said it Deborah Williams (Insurance) to me. This is my biggest chance to spend time with both in a UNIRISC communicative, entertaining environment. (407) 228-2026 [email protected] No matter who you are, there are not many opportunities to SECRETARY/TREASURER share and learn from the “outside”. We become entrapped in Alan R. Jobe (V.L.) our own circle. Our jobs develop from the stray influences of Atlas Van Lines, Inc. the companies we work for and with. Several hundred Transit (812) 424-4326 ext. 2247 Claims Leaders are going to be in the St. Louis area April 27th [email protected] and 28th. This allows us to learn from “outside the box”. DIRECTORS Dori Bledsoe (Mvg/Stg Agent) Repair firms start the program with a chance to share both Covan World-Wide Moving business and restoration techniques and ideas. This offers (800) 239-1116 [email protected] a chance to see what your peers have heard and are currently hearing from all over the world. Today’s restoration company Mark Caldwell (V.L.) needs to keep up with what is happening and evolving from far United VL/Mayflower Transit outside your individual company or even region. (636) 349-2585 [email protected] Claims handlers, through exposure and experience, can advance Guy Endsley (Rep.) their processes and techniques further than just inside their Lone Star Restorations companies’ or van lines’ “families”. More than once, I have (512) 515-6900 watched and heard top people at van line levels discussing their [email protected] way of handling claims and claimants. Better ways of dealing with Don Fuess (V.L.) their issues are shown and explored. It can be as simple as when northAmerican Van Lines it is more beneficial to email, call or snail mail communication to (260) 429-2702 customers and under what situations. Others have learned both [email protected] the mistakes and improvements in their methods, and you can Linda Hamilton (V.L.) use this to tweak your own handling. Allied Van Lines (630) 570-3267 All the information to seize this opportunity is in this newsletter [email protected] and at www.claimsnet.org. If you have been there before, I should Ken Larbes (Rep.) not have to convince you -- just remind you. If you have never Professional Furniture Service been there, or are new to the industry, we offer an introduction (513) 753-5578 at the beginning of the program, specifically targeted for [email protected] newcomers. I am sure that those that take the time and expense will not be sorry. Dan Manning (Rep.) Manning Claim Services (201) 612-8670 If I have not sold you, or the program does not sell you, call or [email protected] email a board member or peer and ask about their experience. If you are somewhere else at the end of April, you will have to wait Debbie Morales (Rep.) Metro Claims & Relocation another year. (704) 882-5285 [email protected] Also, in regards to the CPPC, we are electing several new Board Members. Any CPPC member can be a Board Member, and I Mitch Treider (Rep.) encourage all that are ready to make a difference -- do not hesitate Complete Furniture & Interiors (321) 269-1141 to run. Also, be there to vote to make sure that your interests are [email protected] being represented.

STAFF So, get registered, it is not too late! And see you in St. Louis! Executive Director, Dave Daniels (866) 276-5656 [email protected] Gene

CPPC - Welcome to the Claims Prevention & Procedure Council’s Plus our usual features... April, 2007 Newsletter From the Other Side of the Desk by Dan Manning...... Page 15 This month: Sweet and Cynical...... Page 16 President’s Message...... Page 3 Ask the Computer Guy The Approaching Decision...... Page 6 by Guy Endsley...... Page 18

The Editor’s Emails...... Page 7 CPPC Workshop Schedule for 2007...... Page 36 Determining Pre-existing Condition ...... Page 27 CPPC Workshop Hotel Information...... Page 38 Stories from the Workplace...... Page 35 CPPC Workshop Registration Form...... Page 39

From the Second Floor, Rear by Dave Daniels...... Page 42

Classic Dilbert...... Page 42

The CPPC Newsletter is published monthly by the Claims Prevention Letters to the editor are and Procedure Council, Inc., P.O. Box 1117, Newburgh, IN 47629, USA. All rights reserved. Subscription rate $20.00 per year included encouraged. Please send in annual membership dues. Advertising rates upon request. The opinions expressed in this publication do not necessarily reflect the views of the membership, staff and/or Board of Directors of the your thoughts to the CPPC CPPC. All material published herein are the sole opinion of the writer and should not be construed as the opinion or policy of the office at [email protected] CPPC or the company which employs the writer.

CPPC office hours are DEADLINES for submitting articles and advertisements is the first day of the month before the issue month (Jan. 1st for February issue, from 9-4 CST February 1st for March issue, etc.)

CPPC - CPPC - has grown dramatically in recent years. Accordingly, it may be time to increase the number of seats on the Board of Directors as well. This issue will be presented to the CPPC membership for consideration at the 2007 Spring Workshop. The membership will determine if the Board of Directors is made up of twelve The Approaching (12) or fourteen (14) members in the future. If the membership determines that the number of seats on the Board of Directors Decision: should be increased, the additional seats will also be elected at the 2007 Spring Workshop.

This proposal will be voted upon on the first day of the CPPC By-Laws, Article VII workshop, so be prepared. There are three seats up for election, and the possibility of two more, depending on the vote pertaining to Article VII. The two “extra” seats would be By Dave Daniels phased in, as we would not want a turnover of five seats in any one year. Therefore, the fourth seat elected would serve a two- year term (as opposed to the typical three-year term), and the fifth seat will serve a one-year term, all to balance the election process in the future. So, if the proposal to amend Article VII passes, we will be electing three people to three-year terms, one person to a two-year term, and one to a one-year term. Ever since January, I’m sure you have seen references to the upcoming decision to be made at the St. Louis workshop Please give this proposal the careful consideration it deserves. regarding a change to the CPPC’s by-laws. Specifically, this If you have questions, please don’t hesitate to ask a Board concerns Article VII: Board of Directors. The current by-law member, call the CPPC office, or voice your questions and/or states that there will be a maximum of twelve (12) directors concerns at the meeting. All comments will be welcomed. • serving on the Board. For the consideration of membership, there is a proposal to amend that article to provide for fourteen (14) seats on the CPPC Board, as reflective of our organization’s growth.

Currently the Board consists of twelve (12) members; five (5) “appointed” members who represent van lines and insurance (Allied, Atlas, North American, United/Mayflower and Unirisc) and seven (7) “at large” seats that are open to anyone who seeks to help serve the organization. The Board is An Authorized Restoration Center responsible for planning events (like the Spring Workshop and America’s Furniture ark oMano Restoration Specialists Fall Convention) so members can gather and share industry ProfessionalM On-Site F. r Furniture Repair knowledge and expertise, determining policies and by-laws for the direction of the organization and the proper budgeting Over 25 Years Experience of the funds brought in from the membership in order to ensure Serving the long-term viability of the CPPC. Southern NJ, Philadelphia, and Southeastern PA Depending upon the vote pertaining to Article VII and the “All claims handled by Mark make-up of the Board, there will be at least three (3) Board from start to Finish” seats up for election in Spring 2007, but possibly as many as Specializing in what matters most: five (5). At our 2006 Fall Convention in Las Vegas, the Board • Expert Repairs • Reasonable Charges discussed the possibility of expanding the Board of Directors • Satisfied customers from its current total of twelve (12) seats, to fourteen (14) seats. Although the CPPC Board of Directors has consisted of Ph (856) 853-0166 • Fax (856) 853-2626 [email protected] twelve (12) seats for many years, the size of the organization

CPPC - could send death ray vision through the phone, but instead, you calmly pick up the receiver and say, “how can I help you?” Now that is a super-power.

The TV series “Smallville”, the newest “Spiderman” movies, and “Batman Begins” all take us through the learning experiences of our superheroes; their rookie experiences and rookie mistakes. The Editor’s E-mails By now, we know how their stories end. I don’t know how my story ends. Ten years from now, will I be attending the CPPC Workshops with another new girl at my side, sponging up every word of wisdom which drips from my mouth like diamonds? Probably not. Sponges don’t typically absorb diamonds, they’re too hard. But, if ten years from now I am training some new From the New Girl rookie, it will be thanks to the greater claims community, who I look forward to meeting this April, who, through articles The week of the CPPC Convention in St. Louis this April I will from the Second Floor Rear to the Other Side of the Desk and celebrate my 1 year anniversary as a Claims Adjuster with an questions, conversations, and phone calls across the country agent for United Van Lines and Mayflower Transit, and I keep (and let’s not forget Mrs. H. in the office!) have blessed me with wondering: when does the shiny penny feeling wear off? Well, the benefits of their experiences, triumphs, mistakes, and humor maybe a shiny penny isn’t the best analogy for being new to the and have pulled me (not even kicking and screaming) through world of claims. Tenderfoot, wet behind the ears, and greenhorn my rookie year. So from the New Girl – Thank you. may be more likely as descriptions - tenderly tip-toeing around those big names for the big accounts, needing more experienced Jennifer Engles adjusters to clean up for you being green as grass when it comes Blackhawk Moving & Storage to thinking you can deny something because it’s not on the paperwork. But, really, how does one define their Rookie Year In Response to “Less is More” in Claims? by Don Campbell, Furniture Medic, February, 2007

One definition of rookie is “raw recruit”, and there are definitely It seems I am finally getting time to read some of the articles some raw experiences in claims. I can honestly say the first time - very interesting. I hope I can contribute sometimes, but will anyone ever swore at me in a professional setting was in claims. try not to bore you. But rookies are more commonly identified with athletics, training, and in the case of the “Rookie of the Year”, triumph. As I read this article I began to reminisce about some tragedies Nothing is more satisfying than hearing a claimant say “you from my past regarding arming unskilled people with repair made my day” by facilitating a repair. There’s also a sense of products. Yes, it is true that drivers and helpers can and do triumph in accomplishing “the impossible” when you find a achieve satisfaction sometimes, but the times they fail can repair firm willing to drive two hours into the wilds of nowhere render a serious blow to customer service efforts. The following (fuel surcharge may apply) to repair a treasured family heirloom personal events will hopefully allow you to understand my passed down since Great-Grandpa Eli first hand carved it in the concerns. last century. When you work in claims, you work with men and women who have just experienced what psychologists list as During the training period of my career, I apprenticed under a one of the top stressors in life and their stress has been even highly regarded English antique dealer. His lead restorer was more stressful because, gasp-sigh-groan, something is broken, a superb craftsman, and hopefully I retained a portion of what damaged, ruined beyond all hope of recognition or repair… and he taught me. With offices in NC, Manhattan, Palm Beach & just maybe you can help. London, you can imagine there was a lot of travel involved. We were preparing a truck load of fine antiques and other What I have learned in my Rookie Year is that we are like the accessories for delivery to Naples, Florida. I was to accompany characters in Superman, Batman, and Spiderman. Sadly, we the crew to assist in the event damages occurred during transit are as often perceived as the arch-villain as the hero, but let’s be or unloading. As we arrived at the shop to load items for the honest – sometimes we secretly want to be the bad guy. When trip, we were met by an apologetic employee who worked as the customer who waited eight months and three weeks to file a handyman. He explained that he may have messed up some his claim, cussed you out because you asked for receipts for his furniture items. As we entered the shop we understood his missing TV, and wants his repairs tomorrow calls you again concern, and what turned out to be a concern of ours as well. for the third time in as many hours, sometimes you wish you He, in an effort to help, picked up an aerosol can of lacquer

CPPC - toner thinking it was furniture polish. He sprayed this all over to be undone, then by all means – charge for it! But if it eight dining chairs and a few other items. As he wiped this costs $50.00 to repair the damage, why charge more just off, the finish obviously stuck to his cloth, removing the finish. because someone else got to it first? Long story short, we had to hustle in order to deliver this load two days late. That was fun! Thanks for the new game, see you at the convention! The next scenario also played out in Florida. We had driven all over the state delivering various items, and at one residence the Jennifer Engles client pointed out to a helper that a small scrape was apparent Blackhawk Moving & Storage on one of the newly upholstered chairs. He went to the tool box and found a marker, in hopes to satisfy. What he didn’t count ... and: on was that the stain could soak into the fabric. Obviously, the client was more unhappy about this than the scrape. I was (I own a domestic repair firm and personally have 28+ years experience able to remove the fabric and stretch it in order to achieve a in the furniture industry, including manufacturing, and we’ve handled satisfactory repair. international moves/clients from the repair side of the business.)

These are just a couple of reasons I feel this is a risky practice. These are my answers to those posed in the CPPC-3 Other Side Even if the damage is minor, the liability can be exaggerated in of the Desk Questions: the event the repair attempt fails. #1. Valuations: I report the facts to the adjuster and substantiate Larry Tysinger with documentation if needed. If something is claimed at $5,000, LT Claims & Restoration Services but it is really $1,200 current market valuation, I’ll include in my report this fact, perhaps my source for my estimated value range and something like “unless the shipper can provide In Response to “From the Other Side documentation contrary to this for a higher value for the item of the Desk”, February, 2007 in question.” What is covered is solely up to the adjuster and the policy. Mr. Manning, #2 .60lb valuation coverage is worthless, and movers do My supervisor and I discussed the following scenarios, themselves and shippers an injustice by not fully explaining and here are our responses…. I can’t wait to read everyone coverage and liability issues to shippers. Not presented well, else’s! it just looks like an add-on profit margin for the mover to the shipper. That’s NOT what it is, and while it bodes well for the Question Two: .60/lb allegedly repaired in transit – mover to “sell” this, it entices them to work better for a mishap free move so as not to have to spend that money increasing profit While the driver should have “left well enough alone”, margin. But it also lowers their costs if it is used, because even unless there is a legal provision in the tariff regarding “in if the claim is disallowed or fixed at a low pay out price, it still transit” repairs, the customer signed the Bill of Lading costs more to administer, tangle with, and close out something valuing their shipment at .60 per pound per item, and that will surely be contested. an (alleged) increase in damage does not increase their stated value. You are going to have to look at federal and state laws on this. The damage liability would be as prescribed by law and the Question Three: Should repairs to previously insufficient contract. Once they do something to the item other than “move” repairs have a greater charge than to fresh damage? it, they become culpable. They have contributed to the problem, taken onus of it, and now they own whatever they did. It is a First of all, I have a question for this question – why isn’t separate legal issue having nothing to do with transit damage. the repair firm whose shoddy work was unacceptable It has to do with their work and accepting liability by doing it fixing their own work at no additional cost? However, in themselves. They are responsible for what they do to an item the event that a catastrophe has occurred, like a shoddy for repairs. They are not necessarily going to be limited to 60 repair firm going out of business, here’s my take on the cents a pound anymore. Lawyers will be the winners in this matter. Repair firms, in my understanding as a Claims case. Movers should not attempt repairs themselves on ANY Adjuster, charge for work performed (and sometimes type of claim unless they have skilled in-house people trained fuel to get there J). If the previous insufficient repair for this purpose. necessitates more work, as in the previous work needing #3 It doesn’t matter what was done to an item to correct it. Your

CPPC - repair pricing should be determined by what it will take to get or less to fix, then my price is the same or less regardless if there the job done, period! So what if someone else glued it wrong is a bad repair involved or not. Now if it’s that W&M 100k desk or used a black marker on dark mahogany. That is immaterial. mentioned above, it’s going to be at least $340 to fix, regardless The only thing to look at to determine your price is what is of the prior repair. Only a master should do this type repair. involved in the repair to make it right. MOST of the time, re- I’m the only one in my company that I will allow to work on doing some else’s botch job is going to take longer than a “fresh” such items of great value as I assume all financial risk associated repair from scratch. Pricing is determined by YOUR time on it at with it. I also have the conservation & restoration experience whatever skill/price level you are at, a percentage for materials, for such antiquities and know that it will take at least 2-3 times overhead, administration, and a small factor is the item/value to repair following the prescribed measures to restore it. There itself which may have a higher degree of risk or a higher degree will also be some minimal devaluation as a result of even the of skill required that incurs a slightly higher cost. These are the most perfect and proper repair if it was pristine to start and ONLY things to consider in pricing a repair. I don’t care if Joe now has a professional restoration on it. Proper restorations Helper put a screw through a William & Mary Desk. I care that can increase values and I have several documented restoration I have to spend the time to take it out, use the proper protocol, projects that doubled and quadrupled values after completed. methodology, technique and materials to correctly restore it Repairs don’t always devalue and can even maintain any without devaluation. If it’s a mass merchant assembly line inherent value. It just depends on the repair, the item and the $149 desk, I’m not going to repair it all and suggest a cash out skill or background of the restorer. Simple answer: NO, don’t because our minimum onsite repair is $170. If it’s the same desk charge more just because someone else was there first. ONLY as part of other items on the claim and I can fix it for $85 say, charge what your normal rate is to repair it from where it is now then I’ll fix it. I’ll make note that it was repaired improperly to the correct state that satisfies the shipper. It MIGHT mean before and provide the shipper sign off with my bill that they’re more time (higher bill), it might not. • happy now. If it’s something that I COULD have done for $42.50 to glue a break (the original damage), I’ll point it out to Sincerely, the adjuster, it took more time to remove the screw and repair the damage that it caused besides the transit damage. I want my John Polgar customer to know why I’m charging a different price than they President are normally accustomed to. If it takes the same amount of time J.R. Polgar, Inc.

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CPPC - 13 CPPC - 14 be the question (from people you haven’t known From too long), “what exactly do you do for a living”? If you’re on the repair side of this business, that the Other answer runs about 15 – 20 minutes long. I ask the person who’s asking the question if he has 20 Side of minutes for me to try to explain this and we get another glass of wine. the Desk What I do is fairly complicated. We cover NYC and an approximate 60 mile radius for moving companies, interstate moving companies, relocations by Dan Manning companies, forwarding agents in Europe, insurance Manning Claim Services companies, etc. These companies send over their transit-related claims and ask us to figure it out. Nobody else goes in but us. We bring in our own It’s another Monday morning around 10am. I sub-contractors to do what we don’t do. Our 3rd usually spend Mondays in the office to re-group and party services consist of glaziers, cleaning services, figure out the week to come. floor people, marble cutters, art restorers, TV/stereo service centers, etc., etc., etc. We do whatever is One of my trucks just got back from the glazier and necessary to close the job. We feel the shippers out one of the pieces we ordered for a job scheduled for on some cash settlements, tie this all up in a package, today was off by 1/8” and won’t fit into the insert. get the shipper to sign off on the people / company The dimensions we provided to the glazier were who damaged their items, work up a report, send it correct – they cut it wrong. in, then move onto the next claim.

I proceed to phone my 3rd party marble cutter to The guy I’m talking to looks back at me and says inquire about the marble we need for Thursday’s “you’ve got the hardest job in the world. How do job (a claim we’ve been working on for weeks), you even do it”? and I’m informed: NOPE, not going to be ready until the following week. Now we’ll be sitting on 4 How many people in this country can actually run days’ worth of work for another week or so until the a company like this? You have to know too many marble cutter is done. things, there are too many variables. One thing goes wrong on one portion of your claim and the whole The phone rings, one of our Tuesday jobs in New claim can go out the window. York City needs to cancel. This huge job that was scheduled in the middle of the day now leaves This guy looks at me and says “You surely can’t love us with a 2 ½ hour gap in the middle of the day! I what you do”. I laugh, take another sip of wine then scramble to schedule to try to find something to fill respond: “you know, when it does come together that gap or else I’ve got 3 techs taking a really long and things work right and the stars are aligned, lunch period. when we are able to close a claim and my vendors are all in line with what we’re trying to do, I DO I’m thinking this week is not turning out too well!! LOVE WHAT I DO. My job is a challenge, and it’s what gets me out of bed every day”. I look at days like this and I wonder, why am I doing this? Next time you’re down on yourself and you have one of those bleak Mondays, think about my little I start to laugh and think about a recent party I was story. Remember, as difficult as this all seems, there at. I was talking with some people I’ve known for aren’t too many people in the country that can do years and some that I just met. Inevitably there will what we do! •

CPPC - 15 know. Go to the workshop, and spend time working on your existing relationships with your clients, and make new ones. Don’t worry about what the other guy is doing unless he is doing it better than you. And by all means attend the “repair firms only” workshop. If you can stop whining for an hour or so, you may learn something.

Signed, Mr. Cynical

Dear Ready to Rumble,

Don’t pay any attention to how Mr. Cynical is trying to get his point across, although I must admit the Dear Sweet and Cynical, underlying detail is probably right on the mark. (Did I just agree with Mr. Cynical? I think I need I am going to attend the workshop at St. Louis, but, a day at the Spa to regroup. Oh, I think that was a as usual, I will be around this guy who is actually my funny.) competition in the area I work. That’s not the problem. The problem is I have heard from several companies I But seriously, you really do need to concentrate work for that use us both that this guy has been going on you, your services provided and the working out of his way to try to make me look bad, I guess so he relationship you have with your customer’s, i.e. can try to take all my work. I feel like beating him in the insurance companies and carriers. If you focus on head, but that might not look real good in front of my all the B.S. and the rumors you are hearing, you will clients. I know I am going to have to face this guy. What miss the important details that have given you the should I do? business relationship that you have.

Signed, Chasing after someone else is no way to run a business. Ready to Rumble I trust you gained your working relationships upon your services and your communication with those Ready to Rumble, customers. You focus on that and you will retain them. If another service is spending his time bad Being a patron to all forms of competitive violence, mouthing you, chances are he is going to fall on I can certainly appreciate your need to express his face along the way. So put your focus on doing yourself, and watching you throw down at happy what you are being hired to do, do it well, and the hour would probably be entertaining, but not rewards should continue to present themselves. appropriate or advisable. You are playing into this Mrs. Sweet always says you are only as good as jerk’s hand. And as I have said in the past and will your last repair, so focus on each and every one of restate, these adjusters are extremely good at what them as if it is your first and potentially your last if they do, and very intelligent and seeing through you do not service it correctly. Best of luck, see ya this type of childish behavior isn’t very difficult for in St. Louis. them. Sincerely, Don’t shoot yourself in the foot by even Mrs. Sweet acknowledging this person’s attempt to make himself look better. He is probably making himself look like an idiot, I promise you. Facts are facts. Membership Updates: Opinions are like... well, you know, everyone has can now be found on the one. But if you are screwing up, the adjuster doesn’t website under What’s New? need someone else to point it out, they already

CPPC - 16 CPPC - 17 this you might just decide to turn it off and give it the down time it needs.

Ask the What I do… I leave them on with the exception of the monitors. It is the night time when our systems Computer perform their automated backup and updates. I do not worry about electrical spikes as all are supported Guy by backup power supplies. With this, we do reboot each computer every other day to clear the temporary memory. I also clean the systems more regularly as by Guy Endsley the cooling fans will draw in more dust the longer Lone Star Restorations they run. Leaving them on also allows me to access the network after hours from home for that one thing I had forgotten while at the office.

Ok Guy, thank you so much for your help, but here is one for Thank each of you once again for your feedback and you…Should I leave my computer on or turn it off at the end support. Please contact me with any questions or of the day? suggestions at [email protected]. •

This has been a long historical debate. Should you turn your computer off at the end of the day and save power or does all that exercise wear on the system? This is the question that has haunted my computer users over the years. I always considered this question a tossup, especially with the developments in technology through the years.

The ‘on’ option… With older computers, turning them off could be quite stressful to some of the components and it was better to just leave them on. Nowadays, there have been so many improvements; this should be of no real concern. Why would you leave it on? Well, if you run regular anti-spyware and anti-virus programs, the best time to run them are at night while your system is idle so that it will not affect the performance while you’re working. Other system tasks can also run at night. For example, Windows updates and any back up programs of important files.

The ‘off’ option… Why turn it off? Today’s systems, especially LCD monitors, create a large amount of heat. Although the systems themselves may not use much energy, this could negatively affect the utility bill as your heating and cooling units will have to condition the office. This should be considered if running more than one system or additional office equipment (i.e. copiers, fax machines, etc.). Another reason to turn the system off is that it will clear the temporary memory of the computer. If not done on a regular basis, it may have a negative affect on the speed of your system. Finally, if your machine is off, you are better protected from spikes and surges in the electrical supply. For

CPPC - 18 SloHand Furniture Repair • Custom Restoration, Repairs & re-Finishing • Insurance Inspections with pictures eStatus or Your Other Preferred Format

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Phone Fax eMail (650) 515-7846 (650) 240-0525 [email protected]

ClassicFurniture TouchT Upouch and Repair Up

Jonathan M. Heisey 1-719-252-4022 email: [email protected] Serving the Moving Industry 1414 East Chama Dr. Ask for Pam Thorp Pueblo West, CO 81007

CPPC - 26 CPPC - 19 York House, Church Street, Shipston on Stour, Warwickshire. CV36 4AP. United Kingdom 24 hour Telephone: +44 (0)1608 664 777 Fax: +44 (0) 1608 664781 www.bakerclaims.com Your partner for Relocation claims and repairs! Yes, Baker and Co. can provide you with a complete international claims management and adjustment service from receipt of first loss, through investigation and payment to repair and recovery: The Baker VIP Repair Service • International network of approved repairers & adjusters. • Emergency Repairs 24 hours a day! Carrier Consultants Our VIP Repair Service has a full range of emergency callout services, 365 days a year. Our expertise Since 1974 includes antique fine furniture, office equipment, electronic appliances and household goods. We also cover flooring, internal and external walls and driveways. An Authorized Restoration Kevin Blizman Center America’s Furniture You can be assured that all our work carries a full guarantee, plus we believe in complete job ownership Restoration Specialists and accountability and provide our customer with a named point of contact for the entire process. The finest and most complete full service household goods repair and restoration service in Florida!

(800) 890-8140 1939 Racimo Dr. (941) 377-2243 Sarasota, FL 34240 Fax (941) 377-2164 [email protected]

Full inspection & complete claims service including digital photographs for the Moving & Insurance Industries Services Available up to 150 Mile Radius of Denver, CO Central Florida Total Furniture Repair & Restoration Services Serving a 60 mile radius of Ocala… including: Furniture Service • Mobile service for on-site wood & leather touchup Including The Villages, Summerfield, • Regluing & Repairing Leesburg, Gainesville, Dunnellon, Homosassa. • Expert Refinishing • Top Quality Reupholstery 20 years of claims experience. Not a chain, not a franchise. Owner-managed, Prompt reliable service and by Dan Whitney & Leo Molina, Brandt and Whitney is expert furniture repair. “the real deal.” Complete range of third party services.

Glenn Camp owner & craftsman.

Brandt & Whitney, Inc.* 4885 South Broadway * Englewood, Colorado 80110 Phone: 352-351-4944 Phone: (303) 788-0820 * Fax: (303) 788-1701 * E-mail: [email protected] Web: www.brandtandwhitney.com Fax: 352-351-8841 www.furniturerestorationtoolsandsupplies.com E-mail: [email protected] www.ManningClaimServices.com www.designcenterfabrics.com www.foamcuttosize.net

CPPC - 20 CPPC - 25 The on-site furniture repair experts, Leather Furniture Repair proudly serve the Southeast. Servicing Middle TN & Metro Nashville Alabama Over 12 years of Quality service Serving Madison County Steve & Corinne Healy p 256/882-9298 f 256/882-9298 Also carpet & fine www.4furnituremedic.com/AL/21169 fabric cleaning Serving Jefferson & Shelby Counties Butch Rowell www.ultracolorcare.com p 205/982-0029 f 205/982-0043 (615) 500-2620 [email protected] Fax (615) 302-2786 Arkansas Serving Northeast Arkansas & the [email protected] Bootheel of Missiouri Furniture Medic of NEA p 870/215-0312 f 870/239-6951 [email protected]

Georgia Serving Cobb County Tom Sukalac p 770/819-6881 f 678/669-1645 [email protected]

Serving St. Simons, Brunswick, St. Mary’s & Amelia Island Wayne & Ginny Caldwell Louisiana p 912/729-6061 f 912/673-6235 Serving the New Orleans metro area [email protected] Bob Satterlee p 985/845-7949 c 985/237-3266 Florida [email protected] Serving the Miami metro area North Carolina Jerry & Helen Doyle Serving Polk County p 305/666-2125 f 305/234-6565 Robert Brewer [email protected] p 864/574-2030 f 864/574-1966 Serving Winter Park [email protected] Andy Geraci Virginia Announcing yet another new p 407/382-3470 f 407/695-3114 Serving Greensboro, High Point & Serving Fairfax & Prince William [email protected] the surrounding area Counties Tom DelVecchio Robert T. DeMay CPPC innovation: Serving Manatee, Sarasota, Charlotte, p 336/454-5529 f 336/454-0317 p 703/339-9736 f 703/339-9738 Lee & Northern Collier Counties [email protected] [email protected] Parker/Haywood www.furnituremedic-nova.com p 941/473-4180 f 941/475-5308 South Carolina [email protected] Serving Central Virginia Serving Greenville Bob Borkovec Jeff McCall Serving the Tampa metro area p 540/586-8998 f 309/402-2617 p 864/235-6812 f 864/235-6813 [email protected] Kim & Lisa Logan [email protected] p 813/503-4772 f 727/863-7133 Serving Fairfax County [email protected] Serving Spartanburg Thomas Holmes Robert Brewer p 703/451-8035 f 703/913-3225 Serving Panama City and p 864/574-2030 f 864/574-1966 surrounding areas [email protected] and Janet & Charles Reed Serving Stafford & Spotsylvania p 850/770-9928 f 850/770-9927 Tennessee Counties Thomas Holmes c 850/819-4034 Serving Franklin, Brentwood & [email protected] p 540/288-2255 f 703/913-3225 Murfreesboro [email protected] Serving Niceville & surrounding areas Jerry Uhrine David & Pauline Richard p 615/368-3159 f 615/368-3169 Corporate Headquarters p 850/897-3335 f 850/897-6607 [email protected] Serving the US, Canada & the UK [email protected] Memphis, TN Serving the greater Memphis metro area p 800/877-9933 Serving Tallahassee Bill & Carl McCrary www.furnituremedic.com Dell Moore p 901/753-8211 f 901/755-9874 p 850/893-5500 f 850/877-8800 [email protected] [email protected] Serving the Memphis metro area Serving Broward & Palm Beach Counties Rick Bach p 901/405-9464 Tom Fleckenstein [email protected] will now be accepted as options p 954/750-2468 f 954/972-5970 p 954/340-3278 for all CPPC payments. [email protected] You ask... we deliver!

CPPC - 24 CPPC - 21 An Authorized Restoration Center America’s Furniture Restoration Specialists

An Authorized Restoration Center America’s Furniture Restoration Specialists

CPPC - 22 CPPC - 23 MainMain Office: Office: Titusville Titusville BranchBranch Offices: Offices: Orlando Orlando and andVero VeroBeach Beach

CountiesCounties serviced serviced include: include: Orange, Orange, Osceola, Osceola, Seminole,Seminole, Brevard, Brevard, Lake, Lake, Volusia, Volusia, Indian Indian River,River, St. Lucie, St. Lucie, Martin, Martin, Okeechobee, Okeechobee, MetropolitanMetropolitan Orlando Orlando and andsuburbs. suburbs.

Zip CodesZip Codes serviced serviced include: include: 320, 320, 321, 321, 327, 327, 328, 328,329, 329,334, 334,338, 338,347, 347, 349 349

An Authorized Restoration Center America’s Furniture Restoration Specialists

CPPC - 22 CPPC - 23 The on-site furniture repair experts, Leather Furniture Repair proudly serve the Southeast. Servicing Middle TN & Metro Nashville Alabama Over 12 years of Quality service Serving Madison County Steve & Corinne Healy p 256/882-9298 f 256/882-9298 Also carpet & fine www.4furnituremedic.com/AL/21169 fabric cleaning Serving Jefferson & Shelby Counties Butch Rowell www.ultracolorcare.com p 205/982-0029 f 205/982-0043 (615) 500-2620 [email protected] Fax (615) 302-2786 Arkansas Serving Northeast Arkansas & the [email protected] Bootheel of Missiouri Furniture Medic of NEA p 870/215-0312 f 870/239-6951 [email protected]

Georgia Serving Cobb County Tom Sukalac p 770/819-6881 f 678/669-1645 [email protected]

CPPC - 24 CPPC - 21 York House, Church Street, Shipston on Stour, Warwickshire. CV36 4AP. United Kingdom 24 hour Telephone: +44 (0)1608 664 777 Fax: +44 (0) 1608 664781 www.bakerclaims.com Your partner for Relocation claims and repairs! Yes, Baker and Co. can provide you with a complete international claims management and adjustment service from receipt of first loss, through investigation and payment to repair and recovery: The Baker VIP Repair Service • International network of approved repairers & adjusters. • Emergency Repairs 24 hours a day! Carrier Consultants Our VIP Repair Service has a full range of emergency callout services, 365 days a year. Our expertise Since 1974 includes antique fine furniture, office equipment, electronic appliances and household goods. We also cover flooring, internal and external walls and driveways. An Authorized Restoration Kevin Blizman Center America’s Furniture You can be assured that all our work carries a full guarantee, plus we believe in complete job ownership Restoration Specialists and accountability and provide our customer with a named point of contact for the entire process. The finest and most complete full service household goods repair and restoration service in Florida!

(800) 890-8140 1939 Racimo Dr. (941) 377-2243 Sarasota, FL 34240 Fax (941) 377-2164 [email protected]

Glenn Camp owner & craftsman.

CPPC - 20 CPPC - 25 SloHand Furniture Repair • Custom Restoration, Repairs & re-Finishing • Insurance Inspections with pictures eStatus or Your Other Preferred Format

Serving the San Francisco Bay Area

Phone Fax eMail (650) 515-7846 (650) 240-0525 [email protected]

ClassicFurniture TouchT Upouch and Repair Up

Jonathan M. Heisey 1-719-252-4022 email: [email protected] Serving the Moving Industry 1414 East Chama Dr. Ask for Pam Thorp Pueblo West, CO 81007

CPPC - 26 CPPC - 19 • Shrinkage • Wood that is soft to the touch Value Review: An • Use and Wear (that makes sense) Appraiser’s Guide • Oxidation and Patination Wood shrinks and contracts -- this is a fact of life. Period Determining Pre-Existing pieces will show separations in the joints, cracks, splits Condition and/or warping. If the piece looks too perfect, it’s probably for the wrong reasons.

By Victor Franco Jr., ISA AM Older pieces that have been cared for will exhibit a softer touch and feel, mostly along edges and corners which will not be sharp. These typically will be rounded and “softer” to the touch. In determining if a piece has prior repairs, prior damage or modifications, many times these can be spotted easily: Wear and use that makes sense. If a piece of furniture is for instance, if a molding, or section of molding has alleged to be 200 years old, it is going to exhibit wear, been replaced, or if maybe a different wood or different drawer tracks and drawer runners will not be perfectly shape than the original. Inconsistency in the style or flat and sharp, there will typically be grooves into the species of veneers, or inconsistency in legs, casters or drawer tracks, chair stretchers will exhibit wear from hardware; differences or inconsistencies in the finish feet. If these indications are not there, it is typically an will be obvious. indication of restoration or reproduction.

In performing an appraisal, especially in regard to Oxidation and patination. Raw wood in particular will Diminished Value, the knowledge of pre-existing discolor with age and will typically get darker. The damage repairs or modifications is extremely important, more accessible the wood is to the elements, the darker as it will affect the outcome of the appraisal. it will get. If the insides of the cabinet, or backs of drawers are inconsistently lighter from one to the other; Some things to look for, especially when viewing this typically is an indication of some type of prior antiques or “period pieces” are: repair. Oxidation and patination should be uniform. Check for areas that appear to be “washed away”. Areas veneered in places it does not need to be. More times than not, this will represent a cover up of a repaired The Three-Drawer Chest: While this was fairly common area. Always remember in the early days of cabinet and to French furniture, it was rarely used in English or furniture making there was very little waste, especially American. This should be an instant red flag that this with regard to better quality hardwoods and veneers. should require further investigation to determine if this piece has been cut down. If the substrate wood, which is veneered on the face is cracked, but the veneer itself is not; this typically is a Size and Proportions: These should always make sense. clear indication that this piece has been re-veneered. Does a top of a hutch or secretary seem in proportion This is especially true on drawer faces and cabinet to the base? sides. Look for nail holes that don’t go anywhere or do not seem When viewing a set of matched dining room chairs, look to have a purpose. Look at the back of drawer faces for at the armchairs in particular to make sure that they indication that hardware has been replaced. Sometimes are wider than the side chairs. In original condition, old holes will be plugged, but even if a restoration has the armchairs will always be wider; if they are not, it been done properly, such as re-veneering the face, the is typically an indication that arms have been added to original holes are still indicated on the reverse side. side chairs to create armchairs. Note one caveat: it was not uncommon to have drawer backs chiseled out to accommodate shorter hardware Four things that are always attributable to antique or for drawer pulls. This was simply easier in its day than period furniture are: getting longer hardware made. •

CPPC - 27 BayArea Complete claims service Restoration Serving the Entire San Francisco Bay Area An Authorized Restoration Center 32 Years Experience America’s Furniture Restoration Specialists 650-728-1662 Ofﬁce | 650-728-1663 Fax E-mail: [email protected] [email protected]

also associated with World Ventures Let me be your Travel Guy Travel at a discount Enter into your address bar: [email protected] Phone: 650-787-3793

CPPC - 28 CPPC - 29 Tel: (937) 222-8737

An Authorized Fax: (937) 222-8738 Restoration Center America’s Furniture email: [email protected] Restoration Specialists

Shad Weathersby 2nd Generation

N\Xk_\ijYp=lie`kli\I\gXì#@eZ% J\imèÊ\nFic\XejJliifle[è^8i\Xj P.O. Box 1407 REFINISHING Mandeville, LA 70470 RESTORATION Phone: (985) 727-0831 TOUCH-UP Fax: (985) 727-0898 CLAIMS SPECIALISTS

CPPC - 30 An Authorized Restoration Center America’s Furniture Restoration Specialists

CPPC - 31 When you rely on the most trusted name in furniture repair to handle your claims, you get: • A nationwide network of highly skilled furniture repair experts • The only technicians backed by 190 years of furniture industry experience • The professional image that your customers expect • Affordable rates, detailed inspections, and prompt quality service

For the nearest insured, independently-owned and operated franchise, visit www.guardsmanfurniturepro.com or call 1-800-496-6377. www.claimsnet.org

CPPC - 32 CPPC - 33 CPPC - 34 Stories From the Workplace 2. Become a slave to the system. Cluttered Cube to Well-Kept Workspace: Four Tips Bickett says that she, like many people, used to spend time getting organized, but her hard work would not last By Kate Lorenz for long. That’s because she did not have any systems in place. Creating an organizational system means Does your desk or office look like it has barely survived implementing tools and processes that you can use and a natural disaster? Does it take you more time to find follow to maintain your organization. This might be a files than it does to actually finish projects? If so, you series of file folders that you arrange on your desktop, or are like many professionals who are in serious need of a utilizing computer programs to keep you on track. These workspace makeover. can be organized chronologically or alphabetically, by client name or topic/issue. Having an organized workspace is not just for neat freaks. In fact, an organized desk, office or cubicle “Find what works for you and what you’ll continue to can say a lot about your professionalism and do a lot do,” she says. Without any solid systems, you will be for your career. Not only does being organized in the back to your old ways in no time. office give others around you -- including your boss -- the impression that you are professional and on top of 3. Take a meeting. things, but solid organization can actually impact your According to Bickett, you must set aside time on your job performance. schedule for cleaning. Even if it is just 30 minutes every week, set a time and stick to it. You’ll need more time “When you walk into an office that is clean, you are much at the beginning if you don’t have any organizational more able to be productive,” says Nicole Bickett, founder systems in place. Once established, make sure you allot of Organize to Optimize (www.organize2optimize.com), time each week to maintain them. It does take time, a professional organizing company. Bickett says that a but being organized in the office will make you more tidy workspace makes you feel like working and makes productive in the long run. you feel in control, rather than being overwhelmed by the piles of papers cluttering your desk. 4. Trash it. Do you have a fear of throwing things away? Bickett Bickett and her team help others get organized for a living, notes that for about half of her clients, keeping too much but she says that there are some simple methods anyone is their major organizational challenge. Obviously it’s can use to make improvements to their workspace. not always easy to get rid of files and purge documents. Here’s five questions Bickett asks that can help in this 1. Six is the magic number. situation: Bickett says that there are six key things that every organized workspace should have: “In,” “Out,” and • Does this require action? “File” boxes; a wastebasket; a calendar and time planner; • Can I identify a specific use for this? a contact management program, such as a Palm® device • Is it difficult to obtain this document again? or Rolodex®; action files that contain items that need • Is it recent enough to be useful? your attention; and reference files that you can go to • Are there tax and legal implications if you throw when you need information. it away?

If your desk currently consists of stacks of paper that If the answer to these questions is ‘no,’ then ask yourself you occasionally shuffle around, purchasing these six what is the worst possible thing that will happen if you items can be a good start to making organizational toss it? If you can live with your answer, throw it out or improvements. recycle it. •

CPPC - 35 St. Louis Workshop: Gateway to the Best! THURSDAY APRIL 26, 2007 5:00- 6:00pm Board Meeting, open to the CPPC membership (Alpine II) FRIDAY APRIL 27, 2007

8:00- 9:00am Registration opens

8:00- 9:00am Atlas Claims Management System Demonstration 9:00-11:00am REPAIR FIRMS ONLY MEETING (Open Discussions )

Moderator: Tom Kuhns Topics: “Service Diversification” by Bill Schoenbauer, Schoenbauer Furniture Service “On site Repairs Using Water-Based Finishes”, by Andrea Daley, Restoration Specialists “Safety in the Workplace” by Tom Kuhns, West Interior Services (New member’s orientation panel members and new members released at 10:20 for new members orientation) THE CARRIERS ONLY MEETING HAS BEEN CANCELLED 10:30-11:00am NEW MEMBERS ORIENTATION

(New members- an informal get together with industry leaders designed to welcome new members and get them involved. Moderator: Linda Hamilton, Allied Van Lines Panel Members: Dave Daniels, CPPC Chris Martin, West Interior Services Debi Williams, UNIRISC Mark Caldwell, Unigroup Mitch Treider, Complete Furniture & Interiors 11:00-12:00pm Box Lunch (For morning session attendees only. Tickets for this lunch will be handed out at the beginning of morning workshop) 12:00pm OFFICIAL OPENING SESSION OF WORKSHOP 12:00-1:10pm Introductions & Elections/By-laws 1:10- 2:10pm Breakout Sessions

Breakout #1 Session: Military Claims Session Moderator: Dori Bledsoe, Eagle Adjustments Panel Members: April Kimball, StarTrans International Pam Johnson, National Claim Services

Breakout #2 Session: “What’s the matter, Don’t You Trust Me?” • Pre-authorization of repairs and request to inspect. • Building relationships. Moderator: Bill See, See Restoration Unlimited Panel Members: Tammy Kartholl, Nelson Westerberg Todd Reynolds, Pro-Touch Furniture Repair

CPPC - 36 Breakout #3 Session: “Industry Lawyer- The ins and outs of the Carmack Law” Guest: Gregg Garfinkel, Stone, Rosenbatt, and Cha 2:10-2:30pm Break 2:30-3:40pm “I know the customer is always right, but what if they’re wrong?” Dealing with customers and disputes, it is ever time to walk away? Finding answers to aid in the claims process.

Moderator: Dan Manning, Manning Claim Services Panel Members: Susan Chilton and/or Carol Foster, United Van Lines Kitty Melvin, UNIRISC • Linda Boeglin, Atlas Van Lines Pete Simonetti, Simonetti & Associates 3:40-4:00pm Break 4:00-5:00pm “Norms of Objectivity” Objectivity vs. Subjectivity, and how it relates to the claims process. Guest Speakers: Melody Reyes, Horizon Moving Systems Martha Lopez, Horizon Moving Systems 5:30-7:30pm Reception: -light hors d’ oeuvres -cash bar SATURDAY APRIL 28, 2007 6:30-7:00am Exhibit set up 7:00-8:45am Buffet Breakfast and Exhibit Viewing 9:10-10:00am “Who wants to be a CPPC-ILLIONAIRE” Guest Host: Mitch Treider, Complete Furniture & Interiors Technical Support: Guy Endsley, Lone Star Restorations 10:00-11:00 Breakout Sessions Breakout #1 “What do you mean your stuff is missing?” Dealing with missing items. Coming up with ideas for carrier and repair firms on what to say and do. Moderator: Kimmie Loeffler, Armstrong Relocation Panel Members: Marc J. Reid, Arizona Furniture Repair Carol Foster, and/or Susan Chilton, Unigroup Carol Sutherland, UNIRISC Don Fuess, North American Van Lines Breakout #2 “What’s the matter, Don’t You Trust Me?” Pre-authorization of repairs and request to inspect. Building relationships.

Moderator: Debi Williams, UNIRISC Panel Members: Matt Schellenberg, Movers Claims Service Inc. David Mogensen, Complete Claim & Furniture Service Alan Jobe, Atlas Van Lines Breakout #3 “Appraisal vs. Inspection”: When do you really need an appraiser?

Moderator: Dick Dempsey, UNIRISC Panel Members: Doug Tomsky, Douglas Tomsky & Associates Vic Franco, Franco Furniture Repair Bill See, See Restoration Unlimited 11:00-12:00pm Town Meeting 12:00pm Adjournment Exhibit Breakdown 12:00-? Board Meeting (Open to CPPC Membership)

CPPC - 37 HOTEL INFORMATION

Westport Plaza

Welcome to the world of Westport Plaza where gleaming office towers overlook an international assortment of fine restaurants, two first-class hotels, lively night spots and unique specialty shops. A festive and romantic atmosphere is created within the walkways and open courtyards of the Plaza’s Old World Village where visitors will find all the services of a luxurious resort ... all without crossing a street.

The Sheratons at Westport

Nestled in St. Louis’ impressive West Port Plaza area, the Sheratons at Westport are ideally situated for business, leisure, or weekend getaways. Sink into the new Sheraton Sweet Sleeper(SM) Bed, now available in all of our 509 guest rooms. Of course you can always make yourself comfortable in our lobby area where you can enjoy surfing the Web with wireless Internet access. Both hotels are conveniently located next to each other and offer access to more than 30 restaurants, exclusive shops, and entertainment. The cut-off date for our room block is March 25, 2007. Call 1-800-822-3535 for information or reservations.

Come stay in the heart of St. Louis at the Sheratons at Westport and surround yourself with everything our exciting city has to offer!

Guest Rooms

Discover what luxury really is in one of our beautiful guestrooms. Between the Lakeside Chalet and Plaza Tower, we offer over 500 guestrooms, including 14 suites, all featuring the Sheraton Sweet Sleeper Beds® with pillowtop mattresses, cotton sheets, down pillows and new comforters.

Guestroom amenities include: • Sheraton Sweet Sleeper Beds®

• High Speed Internet Access in all guestrooms ($9.95+tax from time of check-in until noon of the next day)

• 27' Color Television

• Cable channels including ESPN, CNN and HBO

• In-room movies

• Coffee Maker

• Iron and full size Ironing Board

• Hair Dryer and Bath Amenities

• Complimentary USA Today Newspaper delivered Mon-Fri

• Room Service

• Oversized Desk and Executive Leather Chairs Getting Here From Airport: Take I-70 West to I-270 South. Exit at Dorsett Rd. Turn left on Dorsett. Get in right lane, go one block, turn right on Progress Parkway. Proceed one mile on Progress Parkway to stop light. Continue straight into Westport Plaza.

CPPC - 38 REGISTRATION Gateway to the Best! St. Louis, MO, April 27, & 28, 2007

• Please print or type the following information as you wish it to appear on your name badge(s)

Attendees Fees: 1. ______Attendees Before 4/1 After 4/1 At the Door 2. ______1st person $159 $169 $179 3. ______2nd Person $149 $159 $169 4. ______All Others $139 $149 $159 Total: ______Company Name ______Location ______Email ______Telephone ______Friday Morning Workshop How many will be attending? Repair Service Meeting _____ Donor / Advertising Information If you respond by April 1st, we will be 1. Send in $50 for a business card size ad pleased to include your name as a donor 2. Send in $100 for a quarter page ad in our printed “Official Workshop Program”. 3. Send in $150 for a half page ad 4. Send in $250 for a full page ad Total: ______Exhibit Tables $100 each These filled up last year, so reserve quickly through this form or [email protected] Total: ______Guests Entry for non-registered guests for the Friday reception and Saturday breakfast buffet are $20 per Guest Total: ______

Payment Options Total: ______Check (Included) q Make checks payable to: CPPC P.O. Box 1117 Newburgh, IN 47629 Visa q Master Card q •If you are not a CPPC member, Card # ______we will be pleased to give Expiration Date ______/ ______/ ______you one full year of CPPC Security Code ______membership if you mark (Last three digits of the number that appears on the this Box q back of the card by the signature)

CPPC - 39 Atlas Van Lines, Inc. CDR, Inc. Tucson, AZ Brad Beyers Kara Mueller Evansville, IN Fenton, MO Gira Gira Group Lionel Chee Atlas Van Lines, Inc. Chipman Moving & Storage Singapore Barb Sinnett Nancy Hanley-Fiechtner Evansville, IN Spokane, WA Gira Gira Group St. Louis Kenneth Tan Atlas Van Lines, Inc. Classic Refinishing Singapore Attendees Meghan Parker Denny Harris Evansville, IN Dallas-Ft. Worth, TX Graebel Movers Int’l (as of 2/08/2007) Kari Garcia Atlas Van Lines, Inc. Classic Refinishing Aurora, CO Celia Mirick Suzanne Harris Evansville, IN Dallas-Ft. Worth, TX Graebel Van Lines, Inc. Barb Eckes Atlas Van Lines, Inc. Classic Touch Up Wausau, WI AAA Mobile Restoration Janie Wittman Jonathan Heisey Jim Heath Evansville, IN Pueblo, CO Graebel Van Lines, Inc. Central & South Florida Bruce Sinkula Atlas Van Lines, Inc. Coatings & Claims Wausau, WI AAA Mobile Restoration Linda Boeglin Ken Buchanan Shannon Heath Evansville, IN Portland, OR H.R. Martin Companies, Inc. Central & South Florida Roddy Martin Atlas Van Lines, Inc. Complete Claim & Furniture Gulf Coast: AL, MS & FL Ackerman’s Furniture Service Dana Schwartz Services Panhandle John Ackerman Evansville, IN David Mogensen Minneapolis/St. Paul, MN Phoenix, AZ H.R. Martin Companies, Inc. Atlas Van Lines, Inc. Carl Wainwright Ackerman’s Furniture Service Rita Thonpson Complete Claim & Furniture Gulf Coast: AL, MS & FL Cheryl Ackerman Evansville, IN Services Panhandle Minneapolis/St. Paul, MN Kelly Mogensen Atlas Van Lines, Inc. Phoenix, AZ HomeTeam Solutions All American Relo Brandi Ames Walter Murphy Melissa Hanner Evansville, IN Complete Furniture & Kansas City Metro Raleigh, NC Interiors Atlas Van Lines, Inc. Mitch Treider HomeTeam Solutions Allied/SIRVA Marilyn Toton Orlando, FL Denise Murphy Linda Hamilton Evansville, IN Kansas City Metro Westmont, IL Covan World Wide Moving Barrett Moving & Storage Dori Bledsoe Hoover Investigations & Armstrong Relocation Jeff Callander Midland City, AL Repair, LLC Kimmie Loeffler Minneaplois, MN Henry Hoover Louisville, KY Covan World Wide Moving AL Gulf Coast, MS, FL Carolina Furniture Specialists Susan Bachelder Associates Claim Service Rick Davis Midland City, AL Image Restoration, Inc. Tom Bucalo Mocksville, NC Gordon Fiddes Schaumburg, IL Furniture Care Portland, OR Carolina Furniture Specialists Gus Hoogers Associates Claim Service Todd Gregory Rochester, NY InterTrans Insurance Services Jackie Bucalo Mocksville, NC Susan Miller Schaumburg, IL Furniture Medic Irvine, CA CDR, Inc. Lynne Singer Atlas Van Lines, Inc. Kathy Moore Colorado Springs, CO InterTrans Insurance Services Alan Jobe Fenton, MO Tammy Williams Evansville, IN Furniture Medic Irvine, CA CDR, Inc. Bill Ferguson Atlas Van Lines, Inc. Debbie Owensby Bedford, TX LT Claims & Restoration John Taylor Fenton, MO Services Evansville, IN Furniture Medic by DB Larry Tysinger Don Soncrant The Carolinas

CPPC - 40 Manning Claim Services R.L. Wills Claim Service Phoenix, AZ UNIRISC, Inc. Dan Manning Robert Wills Ken McClintion New York, NY Illinois The Wood Works, Inc. Paramus, NJ Tim Wilson Manning Claim Services Restoration Specialist Kansas City UNIRISC, Inc. Joyce Manning Andrea Daley Carol Sutherland New York, NY NY & FL Trilogy Claim Service Lombard, IL Billye Thoma Manning Claim Services Schroeder Moving Systems Magnolia, TX UNIRISC, Inc. Jason D’Ercola Linda Picard Dick Dempsey New York, NY New Berlin, WI TRS Furniture Repairs Lombard, IL Tom Morales MicroGraphic Innovations Schroeder Moving Systems Charlotte, NC UNIRISC, Inc. Roland Ives Lisa Lemm-Koester Chris Drexler Denver, CO Appleton, WI TRS Furniture Repairs Lombard, IL Betty Morales MicroGraphic Innovations Shontere Restoration Charlotte, NC UNIRISC, Inc. Bob Thompson Gene Shontere Kitty Melvin Denver, CO Maryland Two Men and a Truck - St. Arlington, VA Louis MicroGraphic Innovations Shontere Restoration Matt Johnson UNIRISC, Inc. Russ Ables Barbara Butterfield St. Louis, MO Anne Weakley Denver, CO Maryland Arlington, VA Two Men and a Truck - St. Movers Claim Service, Inc. StarTrans, International Louis UNIRISC, Inc. Matt Schellenberg April Kimball Jason Judson Kim Provo Jacksonville, FL Weirton, WV St. Louis, MO Richardson, TX

New England Claim Services Stevens Van Lines Unigroup UNIRISC, Inc. Nelson Lewis Rosie Jungerheld Mark Caldwell Julie D’Arca New England Saginw, MI Fenton, MO Norco, CA

New England Claim Services Stevens Van Lines UNIRISC, Inc. UNIRISC, Inc. Karin Knapik Lisa Lewandowski Debi Williams Susan Jack New England Saginw, MI Orlando, FL Danbury, CT

North American Van Lines The Finisher’s Touch UNIRISC, Inc. Weleski Transfer Don Fuess Robert Risser Jim McCue Sue Ruffner Ft. Wayne, IN Waynesboro, PA Paramus, NJ Tarentum, PA

Paxton Van Lines The Finishing Touch of the UNIRISC, Inc. Weleski Transfer Lois Reynolds Carolinas Denice Valluzzi Kathy Cessna Charlotte, NC Dennis Bell Paramus, NJ Tarentum, PA Gastonia, NC Pro Touch Up, Inc. James Grimes The Finishing Touch of the Cleveland, OH Carolinas Vickie Bell Professional Furniture Gastonia, NC Service Ken Larbes The Finishing Touch of the Cincinnati, OH Carolinas Jason Bell Professional Furniture Gastonia, NC Service Craig Larbes The Finishing Touch of the Cincinnati, OH Carolinas Marshall Bell Professional Furniture Gastonia, NC Service Julie Gruber The Village Woodsmith Cincinnati, OH Hal Resikoff

CPPC - 41 Profiteering, baby. Anti-trust. Price that word, but the feedback sure did. fixing. We’d be in court so fast, heads It was inspiring. would be spinning. ~ What is a non-stop flight, anyhow? From the Repair companies: Tuesday, all Sounds kinda scary to me. inspections are $85 an hour… Wednesday, $100. Everyone, ~ I’m beginning to think we have Second everywhere, no matter what. Think far too much sensitivity training in what could be done with digital our society. Perhaps we should take Floor, Rear photos…. the tack that those who seem to take offense at every little thing should by Dave Daniels ~ Baseball season is almost here. I be given IN-sensitivity training and was going to get the “Extra Innings” stop taking themselves so seriously. package from ESPN so I could feed Political correctness seems to have my masochistic tendencies and follow gotten out of hand. At what point does my beloved Cubs. It turns out now political correctness infringe upon free April musings… that Major League Baseball is about to speech? If you have an opinion that sign an agreement with DirecTV for could possibly offend another, when, ~ Driving down the street today, exclusive rights to “out-of-market” or is it ever appropriate to express that and I notice gas has gone up another games. So now, if I want to follow my opinion? twenty cents a gallon, after a fifteen team, it looks like I’ll have to (1) buy a cent hike only yesterday. How do all satellite dish; (2) get the DirecTV Basic ~ This will be the last issue of the these guys do it – raise the prices the Package; and (3) sign up for the extra CPPC magazine that you’ll receive exact same amount at the exact same cost baseball package. So not only are before the meeting in St. Louis. I hope time? Is there like a bell or a signal that they going to charge you for what you you can find a way to be there, as it goes off somewhere so they all can do watch, but also tell you how to watch sure seems like it’s going to be a good it in unison? And isn’t that the exact it and charge for that, too. What a one. There will be an action-packed same gasoline in the underground racket. program that includes an important tank that cost thirty-five cents less decision about CPPC by-laws (see the two days ago? Talk about highway ~ I don’t know how gardening article on Page 6). As of March 6, there robbery. magazines do it. The mere mention have been well over a hundred people of the word “bush” brings out such who have registered. Make sure you Imagine if our industry was like passion, both positive and negative. can attend. that. All the major carriers at once In fact, the word doesn’t even have to deciding that “today, all discounts be mentioned. February’s article about From the second floor, rear… Have a are 40%”; then tomorrow, 35%. Wow. respect for authority did not contain great month. •

DILBERT: (c) Scott Adams/Dist. by United Feature Syndicate, Inc.

CPPC - 42 Restoring — Since 1974 — Claims Inspection • Antiques Restored • International Division

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