On this episode of Mission Critical, Leighton Healey interviews Jamar Plater, COO of Thomasville Restoration, one of the top restoration providers in the Mid-Atlantic. Jamar shares how radical transparency has transformed Thomasville's operations, turning their 150-person team into problem-solvers rather than spectators. He unpacks the LEAST framework (Listen, Empathize, Apologize, Solve, Thank) that empowers teams to handle issues before they escalate, reveals the daily KPIs he tracks to maintain operational health, and explains how they successfully expanded 100 miles into Richmond by communicating goals company-wide instead of solving problems in isolation.

If you're a restoration leader struggling to navigate turbulent times while maintaining culture and finding operational margin, this conversation delivers battle-tested tactics from the trenches.

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