i don't want a one size fits all bro chur. the hoarders don't want to know that you do a crime scene. they associate themselves to the crime scene. and then they feel worse. >> reporter: that spills over into hour he team delivers on each and every job. >> for hoarding we're sensitive about the way we speak to them. we teach the employee that you have to be empathetic. i'm going to help you today. we're going get started. we're going bag up a couple of bags. you have to be sensitive in these situations. i spend more time on that because i think not everyone is from the same background. not everyone grieves the same way. >> reporter: knowing her employees well means the high level of service her business is known for continues on even if she's not taking care of the job herself. >> i can tell their strengths and weaknesses. if i put them on a crew i can assign who i want to be the lead and the contact for the customer. >> reporter: her ability to speak to the needs of her customers and market what many see as an unsavory busine