What transforms a temporary shelter into a true lifeline for displaced families? The answer lies in hospitality—not as a luxury, but as the essential foundation of effective disaster housing solutions.

In this revealing conversation, RV Housing Group CEO Brad Iturriaga unpacks how his lifelong attention to customer experience shapes every aspect of temporary housing placements. From his teenage years working at a grocery store to now leading a company serving families in crisis, Brad's commitment to hospitality runs deep. "I've just always had that knack for caring about how a customer is taken care of," he explains.

We explore how principles from luxury hospitality brands like Four Seasons can be thoughtfully applied to temporary housing situations. Brad emphasizes that creating hotel-quality experiences not in sterile corporate environments but in personalized settings gives displaced families both comfort and dignity. The conversation reveals how seemingly small gestures—placing a rug before entering a unit, conducting one final cleaning sweep, or simply taking five extra minutes to ask how a policyholder is coping—can profoundly impact someone's recovery journey.

Perhaps most compelling is Brad's insight into hospitality as a business strategy rather than merely a nice-to-have. While acknowledging there are more immediately profitable ways to operate, he maintains that genuine care builds the sustainable partnerships that drive long-term success: "I'm not interested in making a bunch of money right now... it's always been about longevity for me." This philosophy transforms how temporary housing providers can approach their mission—serving families better while creating lasting value for insurance partners.

Whether you're an insurance professional, housing coordinator, or simply interested in how businesses can lead with empathy, this episode offers practical wisdom on making a meaningful difference during life's most challenging moments. Subscribe now and discover how hospitality becomes the cornerstone of effective disaster response.

We explore how a culture of ownership and exceptional customer service shapes successful businesses and creates lasting customer loyalty.

• Brands like Nordstrom and Chick-fil-A stand out for their extraordinary customer service and willingness to prioritize customer satisfaction
• The younger workforce can excel with proper training, clear values, and accountability as demonstrated by Chick-fil-A
• Social media-focused brands often prioritize quick sales over service quality and long-term customer relationships
• Being "willing to lose" in the short term creates much greater long-term business success
• The philosophy that "just because it's not our fault doesn't mean it's not our problem" creates exceptional customer experiences
• Building a properly staffed team allows businesses to respond quickly and thoroughly to customer needs
• Creating a legacy business requires prioritizing long-term customer relationships over short-term profits
• Exceptional service creates a competitive advantage that remains relevant regardless of market conditions

We explore the challenges of CAT events and how insurance reps and housing agencies can better serve families during disaster season. Brad Iturriaga discusses RV Housing Group's disaster response strategies and emphasizes the importance of maintaining high-quality service even in high-pressure situations.

• Catastrophic events create unique challenges due to simultaneous claims and limited housing availability
• Insurance representatives need dedicated partners who understand priorities and can respond quickly
• Nationwide inventory allows for flexible response, regardless of where disasters strike
• Service quality must remain consistent during high-volume periods through experience and preparation
• Genuine empathy is essential—treating displaced families as people, not just claim numbers
• Real-world response examples include housing an elderly couple who had been sleeping on hay in their barn
• Pre-season coordination between carriers and housing providers improves response effectiveness
• RV Housing Group's growth stems from consistently delivering on promises and showing genuine care

If today's episode gave you new ideas or insights, we'd love to hear from you. You can connect with us online at rvtemphousing.com or reach out to us directly on LinkedIn, and if you found this valuable, don't forget to subscribe and share this episode with someone who needs it.