APRIL 2014
In this issue: 1 Priorities 3 Marciano & Ogden 4 Top Ten 5 1st Responder App 5 Chart Toppers 6 Make It Happen 2014 7 Convention Schedule 8 ServproNet® 9 Words of Wisdom
SUN
T HE
SERVPRO® of Southern New England and New York
Make It Happen! “You have to decide what your highest priorities are and have the courage to say no to other things. And the way you do that is by having a bigger ‘yes’ burning inside.” ~ Stephen R. Covey
PRIORITIES
Some activities have more positive impact than others when working toward your goal. Replace bad habits with successful habits: carry a journal with you for a few days and write out your schedule, but only after you complete a task, record how you actually spent your time, in fifteen-minute blocks. After you have tracked yourself for a few days or a week, you can see how your time was really spent. What was productive, and what was a distraction? Identify the points in your schedule when you were steadily productive; when you had a positive impact in getting important tasks accomplished. These are your positive impact activities. Make this promise to yourself and keep it. Your success depends upon this commitment to yourself, your business, and your family. Determine what key factors allowed you to be productive. Was it the time of day? Was it your location? Had you just returned from the gym, or was it when you were under a deadline? What was the combination of factors that allowed you to be at your best? Reinforce these positive activities through repetition - the more positive activities, the greater the total impact. Make a list and stay focused: At the end of each day, make a list of what is active, what is closed, and what will open tomorrow. Closing out open projects will reflect that day’s progress, and reinforce a sense of accomplishment. Listing active projects will give you time to think about the specific tasks associated with each active project and consider them in the context of tomorrow’s Priority List. Writing out tomorrow’s new projects or potential issues will make real-time project adjustments more fluid and less disruptive. Taking time to think on paper is the first critical step in effective priority list management. Once everything is in front of you, flat and level, it is easier to shift the pieces into an order that will allow you to make the most of your day.
2 - SERVPROÂŽ SUN
To determine true priorities, look at everything written out for tomorrow, and decide which you would do if you could only do one, then perform this same thought experiment until you have a list in order of importance. Now that the list is accomplished, focus on your Lead Measures. Lead Measures are the priority actions that drive the results you want to achieve. In order to best utilize Lead Measures and positive impact activities you must: Focus on tasks at hand: Priorities at every level insure productivity and positive impact. Staying focused and attentive is learned behavior; and requires practice to see improvement. Distractions are common in the workplace, but in order to prioritize, you must be able to detach from existing bad habits, deflect non-critical interruptions, and intervene when necessary, but always return from those distractions to the task at the top of your priority list. To help yourself stay on task, focus first on those actions that only you can do that will make a positive impact in accomplishing goals. The second point of focus should always be the best use of time. What can be done during a certain fifteen-minute block that will be most beneficial, most effective, and most efficient in the furtherance of priority number one? Reinforce these focal points by setting the attainable goal of accomplishing priority number one before dealing with any non-critical distractions. It may not happen the first or even the tenth time you use a daily priority list, but soon it will happen, and then it will happen more frequently. After you have begun to organize your positive actions into a system for priority management and goal accomplishment, moving through the priority list will become easier each day. Of course, even the best list cannot account for the unpredictable crisis. Lead Measures can help managers and coordinators handle unexpected project changes: After the priority list is complete, and the positive actions in furtherance of those priorities are outlined, it is the execution of these actions, and reaction to the unexpected, that will determine the usefulness of the list in the completion of an organization’s priorities. Adapting to project changes is not something that can be planned for ahead of time, but the same system of prioritization can be applied to the new situation. Stay focused on the problems that can be solved if there is immediate action. Do not waste time considering worst-case scenarios, or waste time with worry about situations that cannot be resolved. Nor should any priority be given to situations that will resolve themselves without immediate intervention. Instead, stay focused on the problems, decisions, and activities where immediate action is essential to salvaging the situation and making sure it does not derail the day’s priority list. Determining positive activities, making the best use of time, creating a priority list, staying on task, and managing project changes. The priorities of an organization should be in furtherance of the critical goals. If something does not help the organization move forward toward success, it is not a priority. Focus on priorities, and see your goal accomplishment improve. Teach Priorities to your employees your learning will accelerate Winning is about reaching the destination you choose. ~Jack Welch
APRIL 2014 - 3
PAUL MARCIANO, Ph.D. Build a Culture of Employee Engagement with the Principles of RESPECT 1. Recognition and acknowledgment of employees’ contributions 2. Empowerment via tools, resources, and information that set employees up to succeed 3. Supportive feedback through ongoing performance coaching and mentoring 4. Partnering to encourage and foster collaborative working relationships 5. Expectations that set clear, challenging, and attainable performance goals 6. Consideration that lets employees know that they are cared about 7. Trust in your employees’ abilities, skills, and judgment
JEFF OGDEN B2B Marketing Expert & Professional Writer April 4 & 5, 2014 SERVPRO® of Southern New England & New York MANDATORY DIRECTOR AREA MEETING “MAKE IT HAPPEN” Grow Your Business APRIL 4 12:00 – 5:00 pm Sessions 5:30 – 7:30 pm Cocktail Reception APRIL 5 9:00 am – 5:00 pm Sessions 7:00 – 10:00 pm Dinner Grand Pequot Hotel at Foxwoods Resort and Casino, Ledyard, CT
4 - SERVPRO速 SUN
Top Ten Volume Leaders Gross Volume Leaders February 2014
Per License Average Volume Leaders February 2014
1
David Kluger
895,610
1
Lisa & Doug Jameson
255,995
2
Dion & Lynn Luzzi
859,711
2
John & Shayna Luciani
253,862
3
Allen & Susan Randolph
702,819
3
Ralph Rimualdo
199,557
4
Greg & Allison Geaski
368,905
4
Greg & Allison Geaski
184,452
5
John Halko
362,065
5
Allen & Susan Randolph
175,704
6
John Maughan
334,263
6
Risa Kluger
165,478
7
Frank Mattos
333,489
7
Kenneth & Rebecca Matejek
152,695
8
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
332,976
8
James Gibbs
149,784
9
Risa Kluger
330,956
9
David Kluger
149,268
10
Charles & Donna Vingoe
280,996
10
Lance & Jennifer Harvey
130,489
APRIL 2014 - 5
1st Responder Wireless News App by Lori Villardi, Franchise Business Consultant 1st Responder Wireless News wirelessly delivers INSTANT breaking news alerts as well as notifications of fire, police, rescue, services, traffic and weather as they are happening. For a small fee of $200 per year, you can sign up today to receive instant notification to your wireless device, cell phone, or email account. It is 24-hour coverage throughout your territory areas and they are growing daily to deliver concise, timely incidents and events as they happen. They truly are "Where the News gets its News.� White Pages.com through the Apple Store on your iPad or iPhone allows you to look up the address of a loss that comes through on 1st Responder Wireless News. Enter the loss address to receive the home or business owners name and phone number. This allows you to contact the loss sight without even leaving your office.
Chart Toppers December 2013 Associated Revenue Spinner/Morrison
Cleaning Commercial Formisano
Duct Residential Mattos
Fire Commercial A. Pelli DiCristofaro
In-house Construction Maughan
Mold Commercial Morrissey
Resale Rookie Randolph
Rookie DiCristofaro
6 - SERVPRO® SUN
Making It Happen: Social Media Accountability by The Buntin Group
A
Marketing Services
s the SERVPRO® Brand expands its media channels to social platforms this year, we hope your Franchise will work to make it happen on a local level as well. To accompany this Corporate effort, it is important to understand your Franchise’s role as a touch point for the SERVPRO® Brand. If you choose to become active with social media as well, you will be accountable for the content you create and share locally across your preferred channels. Furthermore, this content will serve to represent SERVPRO® as a whole. This means that posting appropriate and relevant content responsibly should be a priority for your team. Remember, your next follower could be your next customer. Treating all of your communication with the appropriate attention to your customers and community can help you foster better social engagement. Here at The Buntin Group, we monitor social trends across multiple industries. With brands raising the standard, increasing activity, and introducing new social functions on a daily basis, we wanted to highlight two impressive examples of brands using social platforms to their fullest potential. It is our hope that you can draw inspiration from these brands, and tailor similar initiatives locally increasing your social performance. Perhaps the most well-known social post last year (and maybe even to date) came in the form of a Tweet during the 2013 Super Bowl game. As you may recall, when the lights went out in the arena, viewers turned to social media. Consequently, so did many brands attempting to garner attention by posting content relevant to the power outage. Oreo’s Tweet, “You Can Still Dunk in the Dark” with accompanying imagery 12
Newsline - February 2014
(created in record speed) received much of this attention for its timeliness and ability to capture and control the conversation surrounding the power outage. If your Franchise aims to participate in a widespread conversation, it is important that your content remains sensitive and appropriate for the event. As more consumers turn to social outlets to report their service experience, it has become increasingly important for brands to resolve issues quickly. Verizon understands this. While some brands direct to their customer service e-mail address or phone number, Verizon works to resolve the issue on the social platform, more than 99 percent of the time, which can be more gratifying and convenient for the customer. Your Franchise may feel addressing customer inquiries on social media is a good practice. If this is the case, your team should determine via which communication channel your customer’s specific interest can best be resolved. We hope you use these examples as inspiration in your Franchise for what can be accomplished in the social space. Throughout the year, our team at The Buntin Group is always eager to help, so please feel free to reach out to us and we will do our best to assist you in your social marketing efforts! Contact us by e-mail at servpro@buntingroup.com, or call (615) 244-5720.
APRIL 2014 - 7
FOR GENERAL CONVENTION QUESTIONS, Please contact Leigh Bentley via e-mail at lbentley@servpronet.com We will follow our standard Convention pattern in 2014. Some of the basic events will be scheduled as follows: • Golf outing will be Monday, June 23. • Early-bird workshops will begin Tuesday, June 24. • Opening Night will be Tuesday, June 24. • General Sessions and Trade Show will begin Wednesday, June 25. • Final Awards event will be the night of Friday, June 27. • Second check will be available on the afternoon of Friday, June 27 and the morning of Saturday, June 28. Monday, June 23, 2014 8:00am-3:00pm Golf Tournament 12:00pm - 7:00pm Registration - Presidential Lobby 12:00pm - 7:00pm SERVPRO® Help Desk & Awards Dinner tickets Tuesday, June 24, 2014 7:00am-5:00pm Registration and SERVPRO® Help Desk - Presidential Lobby 8:00am-5:00pm Director/Trainer Meeting 10:00am-11:15am Early-bird Workshop Sessions 1:00pm-2:15pm Early-bird Workshop Sessions 2:30pm-3:45pm Early-bird Workshop Sessions 5:30pm-7:00pm Opening Night Reception Wednesday, June 25, 2014 7:00am-8:00am Registration - Presidential Lobby 7:00am-8:15am Workshop Sessions 8:30am-11:00am General Session 11:00am-4:30pm SERVPRO® Help Desk - Presidential Lobby 11:00am-5:30pm Trade Show / General Store 1:00pm - 2:15pm Workshop Sessions 2:30pm-3:45pm Workshop Sessions 6:45pm-9:00pm Regency Club Dinner, by invitation only Thursday, June 26, 2014 7:00am-8:00am Inaugural 5K 7:00am-8:15am Workshop Sessions 8:30am-9:45am Workshop Sessions 8:30am-1:00pm Trade Show / General Store 8:30am-2:30pm SERVPRO® Help Desk - Presidential Lobby 1:00pm-2:15pm Workshop Sessions 1:00pm-5:00pm Corporate Office Tour, transportation provided Friday, June 27, 2014 7:00am-8:15am Workshop Sessions 8:30am-11:00am General Session 11:00am-2:00pm SERVPRO® Order Desk - Presidential Lobby 11:00am-2:30pm SERVPRO® Help Desk - Presidential Lobby 1:00pm-2:15pm Workshop Sessions 2:30pm-4:30pm Second Check - Presidential Lobby 5:00pm-6:30pm Awards Dinner 7:00pm- 9:00pm Awards Extravaganza 9:00pm-12:00am After Party Saturday, June 28, 2014 7:00am-11:00am
Second Check - Presidential Lobby
8 - SERVPRO® SUN
Check ServproNET® for 2014 ARG Advertising FAQs The ARG is a reference to advertising policies, graphic design standards and sample print advertisements that aide in building Brand consistency to all advertising efforts. 1. What is the Advertising Resource Guide (ARG)? 2. What are the SERVPRO® color specifications to tell my printer to use? 3. Where can I get a specific image or photo? 4. Where can I get a template ad to use? 5. Where can I get an electronic SERVPRO® House Logo? 6. How do I get a custom ad done by Corporate? 7. How do you download a customizable ad? 8. What is the ad approval process? 9. What outdoor billboard, trade show booth or signage designs are available?
For SERVPRO’s Orange use: PMS: 172C (spot color) CMYK: C-0, M-65, Y-83, K-0 RGB: R-247, G-73, B-2 Web: #FF3300 Vinyl: Bright Orange (3M Brand) or Tangerine (Avery Brand) For SERVPRO’s Green use: PMS 368C CMYK: C-65, M-0, Y-100, K-0 RGB: R-91, G-191, B-33 Web: #66CC00 Vinyl: Green-Yellow (3M Brand) or Iguana Green (Avery Brand) Where can I get a specific image or photo? The Image Library. The images and branding provided within this section are compliant and approved for use. They are not print quality. They are intended for use within PowerPoint® files, emails or web usage. If you require high-resolution images for print purposes, please contact Marketing Services to make a request and a link will be sent to you. Using this link, you will be able to download the requested images. Please be as specific as possible in your request. Where can I get a template ad to use? The Advertising Resource Guide contains customizable advertising templates. Select the Customizable Advertising Templates button and select the ad category and ad size you are looking for. The templates are provided for viewing as a viewable file and for editing and sending to your local vendors as Quark software file. Email Marketing Services if you have additional questions.
Where can I get an electronic SERVPRO® House Logo? You may obtain a SERVPRO® House Logo within the Image Library or by contacting Marketing Services. How do I get a custom ad done by Corporate? Most customizations can be made by the print vendor by downloading the customizable advertisement and emailing the file to the vendor as an attachment. In those cases, where Corporate customization is required, the request requires a 10 working day turnaround time. Also, any customization will be billed $50 for each hour of work. Email Marketing Services with your customization request. ad? Instructions for downloading a customizable ad are located in the current Advertising Resource Guide (ARG). How do you download a customizable ad? Instructions for downloading a customizable ad are located in the current Advertising Resource Guide (ARG). What is the ad approval process? Typical Advertisement Approval Procedures • Contact is made with local publication or organization about advertisement placement. • Let your Trainer know about the opportunity in case of territorial policy issues. • Choose ad size and placement that fits your budget and have publication provide you with ad specifications (size, color, file type, etc.). • Choose advertisement from stock templates that best fits size and specs of ad. 99 Download ad template and send to publication so they can customize ad with your Franchise information. 99 If publication cannot customize ad then contact Marketing Services for customization. • Once customization has been made, ad proof should be sent to Legal Department for approval. 99 If ad is compliant, Legal Department will forward the ad back as “Approved”. 99 If ad has branding or information issues, Legal Department may forward the ad back as “Not Approved”. These revisions will need to be made and a second proof be submitted to the Legal Department for review. If revised ad is compliant, Legal Department will forward the ad back as “Approved”. • Once ad has been approved by Legal Department forward final ad proof or approval to publication for their use. Signage is available through our Preferred National Vendors through the Products and Resources Center. If you need a signage template email Marketing Services. © Servpro Industries, Inc. 2014 | 801 Industrial Blvd., Gallatin, TN 37066 | Phone: 615.451.0200
APRIL 2014 - 9
Words of Wisdom The Principle of Priority states (a) you must know the difference between what is urgent and what is important, and (b) you must do what’s important first.
Deadlines aren’t bad. They help you organize your time. They help you set priorities. They make you get going when you might not feel like it.
Steven Pressfield
Harvey Mackay
The key is not to prioritize what’s on your schedule, but to schedule your priorities Most of us spend too much time on what is urgent and not enough time on what is important.
We don’t drift in good directions. We discipline and prioritize
Stephen R. Covey
When the urgent crowds out the important, people urgently accomplish nothing of value. Orrin Woodward
The mark of a great man is one who knows when to set aside the
important things in order to accomplish the vital ones. Brandon Sanderson
Decide what you want, decide what you are willing to exchange for it. Establish your priorities and go to work. H. L. Hunt
In all planning, you make a list and you set priorities. Alan Lakein
ourselves there. Andy Stanley
The life you have left is a gift. Cherish it. Enjoy it now, to the
fullest. Do what matters, now. Leo Babauta
The most important thing in life is knowing the most important things in life. David F. Jakielo
Nowadays people know the price of everything and the value of nothing. Oscar Wilde
In a way, I have simplified my life by setting priorities. Karen Duffy
Action expresses priorities.
Nobody’s life is ever all balanced. It’s a conscious decision to choose your priorities every day.
Mahatma Gandhi
Elisabeth Hasselbeck
Priorities are the yearly goals that I’m most interested in achieving, then they become operationalized through weekly goals.
Sometimes when you’re overwhelmed by a situation - when you’re in the darkest of darkness - that’s when your priorities are reordered.
Robert Pozen
Phoebe Snow
I believe there are three keys to success. For me it is keeping my priorities in order: It’s my faith and my family, and then the business. Kathy Ireland
I miss your smile… but I miss mine more. Laurel House