APRIL 2015
In this issue: 1 Follow the System 2 Words of Wisdom 3 Top Ten Volume Leaders 4 Chart Toppers 5 KUDOS 6 2015 Marketing Theme Calendar 7 Sales & Marketing Weekly Communication 8 BE THE BRAND 9 Avoid Audit Pitfalls 10 Brand Identity Guide
SUN
T HE
SERVPRO速 of Southern New England and New York
Follow the System
We live our Mission, Vision and Values, while executing our individual roles with excellence and enthusiasm As SERVPRO prepares to introduce the new WorkCenter office and marketing programs, and positions to become a leader in the commercial restoration industry, the associates that follow the Core Values of the SERVPRO system will be those that lead the pack in these new ventures, and capitalize on these latest opportunities. As the Annual Associate Reviews come to an end at the Distributorship office, and we prepare for a new season, we see once again that the Franchise Associates who achieve the most success in their business are those who follow the SERVPRO system. Associates that live the Mission, Values and Vision of our organization are those most rewarded for their participation. Those associates that eschew the tried and true methods continue to struggle and fall behind the development of their peers. The Franchise Associate offices where team members execute their individual roles with excellence and enthusiasm are the offices that are ready for the next step and growth within the restoration industry. They are the offices that are most readily able to incorporate new ideas into their business and embrace the changing technology of our industry to elevate the SERVPRO brand above the competition and above our former selves.
The Franchise Associates using professional and trained Project Managers and Crew Chiefs will be in the best position to complete large-scale projects on time and within budget. The Franchisees with trained and active Association and Commercial Marketers will be able to use the new Commercial Accounts to expand the preparation of the Emergency READY Program (ERP) to yet-unaffected commercial and municipal buildings. They will be able to boast of the Commercial Accounts Program to bolster the reputation and standing of SERVPRO among the relevant Centers of Influence and associations. For some Franchise Associates, the Commercial Accounts Program (CAP)will provide a new source for revenue and a new market of potential Centers of Influence and for others, the CAP will provide additional opportunity with a more substantial structure for SERVPROBrand commercial production. Franchise Associates with a strong Administrative Team, keep an accurate SERVPRO mandated Chart of Accounts, have a positive cash flow, and will be best able to acquire necessary production equipment, cover the cost of commercial production, and prepare and submit accurate and acceptable time and material estimates.
The Franchisees who follow the Core Values of SERVPRO, live the Mission, Values, Vision, and execute their individual roles with enthusiasm and excellence will be the Franchise Associates to lead the next generation of SERVPRO success stories.
There is a real magic in enthusiasm. It spells the difference between mediocrity and accomplishment. Norman Vincent Peale
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Words of Wisdom Perfection is not attainable, but if we chase perfection, we can catch excellence. Vince Lombardi I am careful not to confuse excellence with perfection. Excellence I can reach for; perfection is God’s business. Michael J. Fox Perfection has to do with the end product, but excellence has to do with the process. Jerry Moran The will to win, the desire to succeed, the urge to reach your full potential... these are the keys that will unlock the door to personal excellence. Confucius The quality of a person’s life is in direct proportion to their commitment to excellence, regardless of their chosen field of endeavor. Vince Lombardi We are what we repeatedly do. Excellence, then, is not an act, but a habit. Aristotle Excellence is not a skill. It is an attitude. Ralph Marston Productivity is never an accident. It is always the result of a commitment to excellence, intelligent planning, and focused effort. Paul J. Meyer If you want to achieve excellence, you can get there today. As of this second, quit doing less-than-excellent work. Thomas J. Watson Excellence is a process that should occupy all our days. Ted Engstrom Excellence always sells. Earl Nightingale When you have had a taste of excellence, you cannot go back to mediocrity. Maximillian Degenerez Enthusiasm is the yeast that raises the dough. Paul J. Meyer Nothing great was ever achieved without enthusiasm. Ralph Waldo Emerson Enthusiasm moves the world. Arthur Balfour
APRIL 2015 - 3
Top Ten Volume Leaders Gross Volume Leaders February 2015
Per License Average Volume Leaders February 2015
1
David Kluger
1,050,207 1
Lisa & Doug Jameson
426,305
2
John Maughan
737,484 2
John & Shayna Luciani
348,285
3
John & Shayna Luciani
696,571 3
Ralph & Noemi DiCristofaro
270,279
4
Dion & Lynn Luzzi
435,052 4
Mitch Kaikow & Stuart Cleary
265,447
5
Lisa & Doug Jameson
426,305 5
Thomas & Lyn Braun
228,955
6
Allen & Susan Randolph
422,312 6
Dion & Lynn Luzzi
217,526
7
Robert Citrangola
378,052 7
John Majeski
216,847
8
Michael Keating
356,882 8
Robert Citrangola
189,026
9
Charles & Donna Vingoe
316,267 9
John Maughan
184,371
10
Risa Kluger
274,788 10
Daniel & Allison Wallace
179,255
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PERSONAL
BEST
Personal Best Volume Month February 2015
Chart Toppers December 2014 Cleaning Commercial Spinner & Morrison Duct Residential Keating Fire Commercial D. Kluger In-house Construction Smith Mold Residential Maughan Resale Rookie Keating Rookie Flood Subcontract D. Kluger Water Commercial Jameson Total Volume D. Kluger
APRIL 2015 - 5
TO
James & Michele Wandtke & Joe & Lisa Ann Sangiorgi Servpro of SW Monroe County & Servpro of NW Monroe County
Landon Drew Boyles was born March 3, 2015 to Tim and Julia Boyles, SERVPRO Business Analyst Landon’s weight at birth was 6 pounds and 15 ounces and he was 20 .5 inches tall!!!
Grandmother Melanie with newest Grandson, Colby A. Dobbs born to Heidi, (Larry and Melanie’s daughter) and Sam Dobbs, on February 3, 2015 in Denver, Colorado.
In honor of those who serve this country, Charlie & Donna Vingoe, SERVPRO® of Northwest Bergen SERVPRO® of Southern Rockland County SERVPRO® of Eastern Rockland County donated their services to the American Legion Post 57!
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APRIL
Stress Awareness Month is sponsored by the Health Resource Network (HRN), a non-profit health education organization that provides national effort and awareness to inform people about the dangers of stress, successful coping strategies, and harmful misconceptions about stress that are prevalent in our society. Consider purchasing stress relief balls from one of SERVPRO’s preferred national vendors and pass them out as marketing giveaways. You may also choose to host a Spa Day marketing event, using the tag line, “Make stress like it never even happened.” To learn more about how to host a Spa Day, click here. E aster is April 5. Refer to this weekly e-Zine article for how to incorporate the Easter holiday into your local marketing. A creative giveaway idea is Bunny Bait, which consists of popcorn and pink M&Ms mixed together. Consider hosting a community Easter egg hunt! Check out this weekly e-Zine article to learn how one Franchise hosted a successful Easter egg hunt in their community. A “Happy Easter” downloadable electronic greeting card is available here. E arth Day is April 22. The Earth Day Network (EDN) is celebrating Earth Day’s 45th anniversary this year. Learn more about Earth Day and this campaign by visiting their official website. Some Franchises get involved in Earth Day community projects. Search for events in your area or create a new event here. If your community does not host Earth Day projects, consider hosting a cleaning project of your own in honor of Earth Day and ask your clients if they would like to get involved with you. You can pick up litter, clean up creeks, remove graffiti from schools, etc. A “Happy Earth Day” downloadable electronic greeting card is available here. A ir Quality Week is April 27 through May 1. May marks the beginning of Ozone Season too. It is the perfect time to promote the use of air quality forecasts and public awareness of how air quality can affect an individual’s health. This awareness week is an opportunity to urge people to learn the causes of poor air quality and what they can do to help make our air cleaner. Visit the U.S. Environmental Protection Agency’s (EPA) website for help in planning and publicizing your awareness activities and to submit your own event details. Consider promoting SERVPRO’s commercial duct cleaning services with brochure #47008 or residential HVAC cleaning services with brochure #45512. S pring Cleaning. Emphasize SERVPRO’s Green Initiative by passing out the Green Means Clean flyer and using only green-like products as giveaways, like recycled goody bags. Check out this weekly e-Zine article for an example of how one Franchise created “Clean Kits” for their clients and this weekly e-Zine article explaining SERVPRO’s Green Means Clean initiative in greater detail.
MAY
P ublic Service Recognition Week (PSRW) is May 3 through May 9. PSRW honors men and women who serve our nation as federal, state, county and local government employees. Throughout the week, many Franchises invite agency leaders and elected officials to share stories about why they answered the call to serve in government and what accomplishments they are most proud of in their time as public servants. Check out this How to Celebrate Guide for resources to help you carry out the PSRW awareness. N ational Police Week. May 15 is designated as Peace Officers Memorial Day and the week that date falls in is considered Police Week. This year Police Week is May 11-17. Many Franchises participate in various community events honoring those that have paid the ultimate sacrifice. Use this week to highlight the work of law enforcement officers in your community! Contact local officials to inquire about any special events or activities your Franchise can be a part of or sponsor. Offer to clean law enforcement vehicles free of charge. Another idea is to let your clients know ahead of time about this event and ask them if they would like to write a brief note of thanks to local law enforcement thanking them for all they do to help keep your community safe. Offer to collect the cards and hand-deliver them to law enforcement offices. You may also consider contacting local law enforcement agencies and inquire about providing a lunch orbreakfast for all the officers. For more information on this event, click here. H urricane Preparedness Week is May 25 through May 31. (June 1 marks the official start of Hurricane Season.) The goal of Hurricane Preparedness Week is to inform the public about hurricane hazards and provide knowledge that can be used to take action. Visit the National Oceanic and Atmospheric Administration’s (NOAA) website for more information and preparedness resources. In addition, ready.gov offers tips to prepare for a hurricane before, during and after the disaster. Check out those checklists here. Take this opportunity to host a preparedness event in your community. Distribute the Hurricane brochure #47011 focused specifically on hurricane damages including SERVPRO’s response and mitigation services. Be sure to send a pre‐approved press release to local media outlets notifying them that you will be offering a preparedness event. M emorial Day is May 25. This federal holiday is observed annually on the last Monday in May. It is a day of remembering the men and women veterans of all wars fought by American forces. Show your support by wearing red, white and blue in remembrance. One Franchise hosted a potluck lunch at their facility and invited clients to stop by on their lunch break to pick up a complimentary plate as a way to show their patriotism. N ational Electrical Safety Month. The Electrical Safety Foundation International (ESFI) is a non-profit organization dedicated exclusively to promote electrical safety in the home, school and workplace. To commemorate National Electrical Safety Month, the ESFI promotes an annual campaign to educate others on the steps that can be taken in order to reduce the number of electrical‐related fires, fatalities, injuries and property losses that occur every year. For more information and ways to get involved, click here. Distribute this Electrical flyer #50442 promoting SERVPRO® services after an electrical-related fire.
APRIL 2015 - 7
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Use your Proper Brand Name SERVPRO® of Your Legal Franchise Name
That’s right: all-caps with the registration mark.
Being Brand-compliant and using the Brand name correctly shows consumers that we are the real SERVPRO®. Be Brand-compliant. Be the Brand. Insist that ALL your Vendors & Customers know and use THE BRAND correctly!!!
Did you know you must get all advertising and outward-facing customized materials approved for territorial, branding, and legal compliance? That’s right, anything that is customized with your Franchise information needs to be approved. This process protects you— the Franchisee—and the Brand. To start the approval process, inform your Trainer of your opportunity and discuss potential territorial policy issues. Once the territory has been cleared by your Trainer, send the advertisement or marketing piece (or request) by e-mail to tnunley@servpronet.com for branding approval. You will receive changes that need to be made (if any). If the item is Brand-compliant, it will then be forwarded to the Legal Department for final approval. Please keep in mind, there is an allowable five-day turnaround period for all design requests and approvals. Plan ahead and start the process as early as possible to accommodate any changes that may need to be made. To avoid changes, refer to the Brand Identity Guide (BIG), which can be found on ServproNET®, for all your branding answers and specifications. This information regarding the approval process can also be found in the Brand Identity Guide, along with a wealth of other information that can be used to be consistent with the SERVPRO® Brand standards.
Insist that ALL your Vendors & Customers know and use THE BRAND correctly
APRIL 2015 - 9
AVOID AUDIT PITFALLS
Review of the Most Common State Farm Audit Rejections by Brittany Carter Quality Assurance Team Lead The four most common rejections for State Farm regard the Monitoring Report, Equipment Usage Chart, Inspection Report, and Calculation Sheets. Monitoring Report • Not meeting goals: If goals are not met, please make notes to explain why. • Unaffected room information not entered: Please make sure readings for all rooms, even unaffected rooms, are entered, or explain why those readings are missing. • Monitoring not performed each day: Please enter valid reasons why monitoring is not performed. • Dehumidifier Hourly Readings: Please remember to enter the dehumidifier hourly readings or explain why readings are missing. Equipment Usage Chart • Equipment Usage Chart Not Completed: Please complete the chart in its entirety. Even if monitoring was not performed, if equipment was on-site it should be shown on the Equipment Usage Chart. • Equipment Usage Chart must reflect zeros on last day: Adding the zero on the last day reflects no equipment was left in the structure; the zeros indicate all equipment was removed. Ensure zeros are entered on the last day. • Equipment Usage Chart doesn’t match estimate: When performing a self-audit, please double check to ensure the charges in the estimate align with what is entered on the Equipment Usage Chart. Inspection Report • Monitoring Locations not shown: Monitoring locations must be marked for each room in which monitoring was performed. • Equipment has not been identified on Inspection Report: Dehumidifiers and air movers must be shown on Inspection Report. Calculation Sheets • Using larger dehumidifiers than required: For State Farm, please ensure when 64 PPD or less is required the DHM line item is used. Other dehumidifiers should be charged for what is required. • Calculation sheets not complete: If the calculation sheets are blank, notes must be entered explaining why. • Calculation sheets do not match charges in the estimate: If the estimate deviates from what the calculation sheets show, notes must be entered explaining the differences or calculation sheets should be revised to match the estimate. Remember, you can search the most commonly rejected questions in the audit system under the “Reports” button; narrow the results to show your office or offices. This will help eliminate repetitive rejections and speed the payment process.
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Beginning in 2015, the Advertising Resource Guide – ARG will become the Brand Identity Guide – BIG
The new
Brand Identity Guide (BIG) will contain the same material as the ARG, as well as additional information that will help guide you through Brand compliancy at many levels, from print and web advertising to social media to vehicle decals and wraps, and much more. Look for a SERVPRO® Bulletin in early 2015 with directions to download, save, and print the new Brand Identity Guide from ServproNET®.