APRIL 2013
In this issue: 1 The Best People 3 Personal Best Top 10 Volume Leaders 4 SERVPRO® Regional Meeting 6-7 2013 Advertising Resource Guide 8 A Night At The Movies 11 Mapping Technology Impact of LinkedIn 12 Words of Wisdom
SUN
T HE
SERVPRO® of Southern New England and New York
Chart Toppers November 2012
Associated Revenue Loiacono Cleaning Commercial Cleaning Residential Solano Duct Residential Duct Commercial Fire Commercial Sepe Fire Residential In-house Construction Young Sepe Mold Commercial Wallace Jones Mold Residential Rookie Pullham Loiacono Subcontract Kluger Water Commercial Water Residential O’Donnell Total Volume D. Kluger
The Best People
The best people have strong integrity, work ethic, technical competence and a “Here to Help” customer service attitude. They also demonstrate personal growth and a team focus. They understand the vision of the company. The best people are the cornerstone of an effective, efficient, and successful business. Office administration can be flawless, but if production employees do poor work, it is irrelevant. Production may operate at an unparalleled level of excellence, but if there are no quality marketers, there will be no jobs to produce. Without quality administrators, frequent and well-produced jobs will not be billed and collected within cost-effective time periods. In order to be the best SERVPRO possible, every role in the organization must be filled with the best person for the job. Of course, the best people do not necessarily start out that way. Sometimes, the best people must be developed by an organization that finds the right people, and works with that right person to make them the best person. As the Annual Board Meetings continue here at the distributorship, we have had the opportunity to speak with our Franchise Associates about the challenges they face finding the best people to be a part of their SERVPRO organization. We often hear that Franchise Associates have trouble finding the best person to fill the role of Servpro Marketing Representative, both route marketer and mid-level marketer. Continued on page 2
2 - SERVPRO® SUN
Continued from page 1
Hiring the appropriate marketer is a perfect example of trying
It is practical, even necessary, for a Franchise Owner to take an
to fill the marketing role and responsibility with the best person,
approach of “the best or nothing at all” toward their personal
but not finding an accomplished applicant for the job. In this
performance; however, it is not practical for Franchise
situation, the first step is finding the right person, or even a
Associates to expect the same level of commitment from
capable person, and working with them to learn the SERVPRO
their employees. The Franchise Associate that expects
system to develop the right person for the job into the best
employees to approach their jobs with the same level of
person for their role within the organization. Franchise Associates
commitment as the Owner is destined for disappointment.
must be willing to invest in their people to help them meet their
Owners must instead focus their efforts on finding capable
best potential.
employees that are the right fit for a job and working with
The best employees are well trained and educated in the restoration field. Training and development of employees,
them to continue training and education to ensure each employee is the best they can be.
even those who are already the best for the role, does not mean
The best people are capable of adopting the vision of the
micro-management. Once the best employee is trained and
organization. No employee can fit well within an organization
ready to attend to the responsibilities of their role, the Owner
if she thinks she is above the rules, or more valuable than fellow
needs only to supervise and give advice when necessary.
employees are. Practical necessities make some employees more
Continuing Education such as WRT, ASD and other IICRC
valuable in specific segments of business operations, but the
programs help the best employees stay on top of their game
overall health of the business depends on balance. The best
thereby adding great value to their employer’s bottom line.
employees will seek out their place within the organization that coincides with the owner’s vision, and will therefore find a place of balance among their fellow employees. The best people know that the customer is always right. Of course, as business operators, we know that most of the time the customer is wrong. Customers are uninitiated, traumatized, and stressed by the factors of their particular loss. For them, it is not Tuesday at work. For them, it is a major disruption in their life. The best employees will recognize the customer’s situation; help the customers to see that the disruption is only temporary, and guide the customer in such a way that even if they are wrong, they think they’re right. Moreover, the best Servpro employee will make your customer’s problem “like it never even happened”!
APRIL 2013 - 3
Personal Best Volume Month February 2013 Chris Fyrberg SERVPRO® of Manahawkin # 9949
$227,492.93 Robert Allen SERVPRO® of Northwest Brooklyn # 9821
$210,156.29
PERSONAL
BEST
John Majeski SERVPRO of Eatontown/Long Branch # 9598 ®
$209,847.11
Top 10 Volume Leaders GROSS VOLUME LEADERS February 2013
PER LICENSE AVERAGE VOLUME LEADERS
February 2013
1
David Kluger
968,029
Scott O’Donnell
256,329
2
John Maughan
530,201
Doug & Lisa Jameson
228,698
3
Frank Mattos
428,686
Craig Nunan
239,020
4
Joe Pelli
352,196
Chris Fyrberg
227,492
5
Patrick Jones
339,276
Robert Allen
210,156
6
Michael Reilly
327,521
John Majeski
209,847
7
Charles & Donna Vingoe
266,065
Lance & Jennifer Harvey
202,255
8
Robert Citrangola
261,279
James Gibbs
174,619
9
Scott O’Donnell
256,329
Michael Reilly
163,760
10
Lou & Michelle, Danielle, Justin Sepe & Nicole Travis
255,314
David Kluger
161,388
4 - SERVPRO® SUN
Sales and Marketing Weekly Communication Weekly e-Zine: September 10, 2012 For Owners to Review and Share with their Marketing Representatives
A Night at the Movies Vanessa Douillard, Marketing Representative for SERVPRO® of Peekskill/Ossining and SERVPRO® of Tarrytown/ Elmsford (NY), shared information about a movie event the Franchise held. “We had our first ever movie night at the beautiful historic Paramount Theatre in Peekskill, NY. We offered our event in February and created invitation flyers for the event which we titled, ‘Fall in Love with SERVPRO®.’ Everything was free for our attendees. We gave our guests popcorn and beverages, which were served in SERVPRO® stadium cups. We wanted both families and singles to enjoy the night so we offered a double feature. At 5pm we showed Shrek and at 8pm we showed Dear John. Why Dear John you ask? Well, it along with Shrek are both love stories, which tied into our theme ‘Fall in Love with SERVPRO®’ and also the month of February. We asked our attendees to bring in donations for our MARINES! Guests brought in toiletries and dry goods. Our MARINES like to receive shaving cream, cereal and other snacks that may not be available. These men are on budgets and sometimes the little things can be a luxury. The MARINES at our local recruitment office volunteered to dress in their blues and receive the donations before each movie. It was a great turnout! For the movie previews we showed our 2012 commercials. The community loved it and our Mayor came out with her husband and enjoyed the night. It was our first movie night, but it won’t be our last. We will do this every year!” While the above movie night event took place in February, it could be used any time, especially in the cooler or winter months. You could even use the same theme ‘Fall in love with SERVPRO®’ for the upcoming Fall months. Showing SERVPRO® commercials as previews and incorporating a fundraiser to benefit others are both great ideas.
Is your Franchise looking for something unique, creative and inexpensive to send out to your customers? The Resource Center recently shared a Bulletin (#CA6921-F) about a new vendor, Parker’s Crazy Cookies. SERVPRO® collections come with four characters: SERVPRO® Heroes (both Stormy and Blaze), SERVPRO® Logo and the SERVPRO® Van. These are very similar to animal crackers, but SERVPRO® crackers, or actually cookies! Refer to the Bulletin dated 8-28-12 for additional details and order information.
Independently Owned and Operated
Like it never even happened.®
APRIL 2013 - 5
The SERVPRO ® Regional Meeting The SERVPRO® Regional Meeting held in Norwalk, Connecticut on March 13, 2013, included presentations by Rick Forster, Rhea Pulliam, and Andy Daniels. Rick Forster presented the Vision of Servpro Corporate for 2013, which included several Projected Deliverables, including the Rollout of FNOL/DryBook and DryBook Mobile, and a new ServproNET®. Effective communication between the Corporate Office in Gallatin, Tennessee and Franchisees was discussed, not necessarily more communication, simply more effective communication. Andy Daniels addressed the DryBook Rollout. Each Franchise should strive to have two certified users on staff. Ideally, the two should include the Franchise Owner and one Manager, either the Production Manager or Office Manager. Select employees are also encouraged to become certified. Training will be offered through our office later in the spring. Andy also gave a presentation on hiring the best people for your Franchise Team. The presentation highlighted common hiring mistakes, ten steps to a quality hire and training for those hires. Production issues completed Andy’s presentation at the Regional Meeting. Additional and updated Production Guidelines are now available on ServproNET®. Warehouses with adequate room for storage are key for those Franchises looking to expand. Rhea Pulliam gave us presentations that included “The Wall”, Marketing updates, and The SERVPRO® Way. Many offices have a “wall” setup to track a job from the First Notice of Loss (FNOL) through final payment. It is a great visual way to see where each job stands in the process. Each Franchise office can tweak the procedure to reflect the processes that are in place in their particular office. It also works as great training tool for new office employees. The Marketing presentation included the new Servpro Marketing Representative (SMR) Vision and tools to help Franchises find the most effective SMR’s and help them become productive and profitable. Rhea’s final presentation was on The SERVPRO® Way. The SERVPRO® Way, presented by Rick Isaacson, is a program to aid in Personal Development and there are currently ten (10) modules on ServproNET® to aid in setting and achieving personal goals. “The SERVPRO Way is a compilation of more than 40 years of training, education, and influences on the SERVPRO organization. From the very beginning, the idea of developing oneself, from the inside out, is at the core of what we believe it takes to be successful in business and in life.”
Personal Goals Drive Business Goals
6 - SERVPRO® SUN
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370ss
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72-370SG Servpro Standard equipment • 5 Gallon Chemical Jug • Jug Holder • Fuel Pump • Fuel Hook-up Kit (type optional) • 50 ft. 2-1/2 inch Vacuum Hose • 50 ft. 2 inch Vacuum Hose
• 50 ft. ¼ inch Solution Hose • 50 ft. ¼ inch Solution Hose • 50 ft. Water Inlet Hose • 2-1/2 × 2 inch Stainless Steel Reducing Cuff • Standard Wand
Thank you for your support of the SERVPRO® Products & Resources Team. For more information, contact your SERVPRO® Product Sales Coordinator. To order, contact one of our Customer Care Specialists at 1-800-826-4692.
PROUDLY
BUILT IN USA
the legend brands family
APRIL 2013 - 7
The 2013 ADVERTISING RESOURCE GUIDE publication is your reference to advertising policies, graphic design standards, and sample advertisements. The 2013 ARG provides SERVPRO’s most current policies and procedures for advertising. ADVERTISING IS DEFINED AS any form of communication between the Franchise and any customer, potential customer or the general public through any means to include but not limited to: • Telephone calls • Directories of any kind (Yellow Pages, Claim Pages, etc.)
• Memberships in clubs, associations, or organizations • Newspaper or other printed media • Radio or television • Trade shows
• Events such as golf tournaments, classes, or courses • Flyers or brochures • Facsimiles transmitted via telephone or data lines • E-mails, e-mail addresses, • Web pages or Websites • Vehicle decals, building decals or lettering
• Signs and billboards • Apparel or uniforms • Letterhead, envelopes, and business cards • Invoices or forms • Fax cover sheets • Checks
ALL ADS MUST BE APPROVED BY A. YOUR TRAINER AND B. THE LEGAL DEPARTMENT AND C. INCLUDE A COMPLETED COPY OF THE 2013 AD RESOURCE GUIDE CHECKLIST Table of Contents 1 Introduction 2 Advertising Policies and Procedures/Policies for All Advertising/Advertising Defined 3 Advertising Checklist 4 Typical Advertisement Approval Procedures/Telephone Directory Advertising 5 Entity Names 6 Telephone Numbers, Addresses/Toll-Free Telephone Numbers/Addresses 7 Funds 8 The SERVPRO® Brand/Acquiring Branding Elements 9 SERVPRO® House Logo 12 SERVPRO® Branding Statement 13 SERVPRO® Brand Descriptor 14 SERVPRO® Brand Positioning Statements 15 Franchise Disclaimer 16 Branding Icons 17 Images 18 Colors 19 Fonts
20 SERVPRO® System Services 21 Branding Claims 22 Commonly Misspelled Words and Phrases 23 Print Advertising/Acquiring Advertising Templates 24 Custom Ad Service 25 Advertising Templates 32 Web Advertising/Franchise Websites 34 Domain Names 35 Email Addresses 37 Outdoor Advertising/Building Signage 38 Events and Trade Shows 39 Billboards and Public Signage 40 Promotional Supplies and Giveaways 41 Video and Audio Advertising/Television Advertising 43 Office Documents/Business Cards 47 Letterhead and Envelopes 50 Uniforms 51 SERVPRO® Vehicles 58 Disaster Recovery Team® ARG
8 - SERVPRO速 SUN
SERVPRO速 Advertising Resource Guide 2013 CONTACT INFORMATION Legal Department Advertising Approvals Dana Clark - Legal Assistant Allison King - Secretary 615-451-0200 x1365 615-451-0200 x1356 dclark@servpronet.com aking@servpronet.com Web Services, Web Sites, Email Addresses, or Internet Information Scott VanDeBurg - Web Services Manager Tamara Cantrell - Web Content Developer 615-451-0200 x1743 615-451-0200 x1428 svandeburg@servpronet.com tcantrell@servpronet.com Marketing Services Graphics, Branding or Advertising Templates Stephen Hickey - Senior Graphic Designer Tom Warren - Graphic Designer 615-451-0200 x1434 615-451-0200 x1543 shickey@servpronet.com twarren@servpronet.com Communications, Press Releases or Marketing Information Kim Kramer - Communications Coordinator Casey Gravlee - Marketing Coordinator 615-451-0200 x1644 615-451-0200 x1602 kkramer@servpronet.com cgravlee@servpronet.com Chris Layfield - Business Development Specialist 615-451-0200 x1931 clayfield@servpronet.com
Sub region Funds
Kathy Farley - National Advertising and Marketing Coordinator 615-451-0200 x1507 kfarley@servpronet.com
Marketing Services Home Page
https://www.servpronet.com/users/marketing/default.asp
APRIL 2013 -9
Mapping Technology Impact on Call Center Dispatch and the Franchise Locator on Servpro.com
It’s called geocoding. New technology allows the SERVPRO® National Call Center to dispatch job leads using the geocoded address of a job lead, meaning the exact location of the job based on latitude and longitude. The same technology will also be used in the Franchise Locator on Servpro.com. When dispatching losses to Servpro Franchises geocoding is far more precise than by the zip code alone. The system has been implemented to alleviate the ‘shared’ zip code concerns, which Franchise Associates had experienced and that SERVPRO® no longer permits. If a street address that falls within your Franchise Territory bounds has a loss and Servpro.com is utilized, your Franchise office should be identified as the nearest Servpro Franchise if your dispatch status is GREEN and the same is true if a call comes into the SERVPRO® National Call Center in Gallatin, Tennessee. For more information, please see Bulletin 4083 F dated May 4, 2012, from Donna Corso National Call Center Manager at the SERVPRO® National Call Center and Eric Hopper, Field Operations Division Manager. Please contact your Distributor with any questions.
The Impact of
Social Selling Infographic
New Social Selling research from Aberdeen shows that sales people that leverage social media have a huge impact on revenue and customer retention. Social Selling using the most popular social network for professionals can identify and accelerate opportunities. Being connected through social networks increases your ability to eliminate cold-calls by focusing on the people you have connections with and maintain those relationships outside of traditional sales processes. By adopting social selling techniques like connecting and sharing relevant content with your network, you increase your ability to reach further out than your existing connections in more effective ways that result in more revenue. This infographic highlights some of the most impactful ways that LinkedIn and Social Selling can help a sales professional. 15% HIGHER CUSTOMER RENEWALS 31% HIT HIGHER TEAM QUOTAS 21% OF THE INDIVIDUAL REPS HIT THEIR QUOTAS
10 - SERVPRO速 SUN
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APRIL 2013 - 11
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12 - SERVPRO® SUN
Words of Wisdom The best or nothing at all Gottlieb Daimler Get the best people and train them well. Scott McNealy It’s a matter of taking the side of the weak against the strong, something the best people have always done. Harriet Beecher Stowe In life, I’ve learned one thing; if you want to be good y ou have to connect with the best people. Guy Laliberte The best people renounce all for one goal... Heraclitus Surround yourself with the best people you can find, delegate authority, and don’t interfere as long as the policy you’ve decided upon is being carried out. Ronald Reagan People are definitely a company’s greatest asset. It doesn’t make any difference whether the product is cars or cosmetics. A company is only as good as the people it keeps. Mary Kay Ash Businesses are made by people. We’ve proven time and time again that you can have wonderful shop, and put a bloke in there who’s no good, and he’ll stuff it up. Put a good bloke in, and it just turns around like that. Gerry Harvey I am convinced that nothing we do is more important than hiring and developing people. At the end of the day you bet on people, not on strategies. Lawrence Bossidy If you pick the right people and give them the opportunity to spread their wings... you almost don’t have to manage them. Jack Welch It is not enough that we do our best; sometimes we must do what is required. Winston S. Churchill