SEPTEMBER 2014
In this issue:
1 2 3 4 6 7 8
Be Positive/ Manage the Whirlwind Get Fired Up/ Chart Toppers SERVPRO Heroes Top Ten Volume Leaders KUDOS Be the Brand Words of Wisdom
Be Positive You see exactly what you choose to see. Always focus on the most positive solutions and act on them. A positive attitude is contagious. A positive attitude is a choice. Don’t point fingers or try to assign blame. When a situation has developed there is never a single cause, but you are the single cause of your attitude. Choose positivity in a difficult situation, and the situation will ease. Exclusion of negativity is a choice. Just like a determination to be positive, excluding negativity is also a choice. Negativity cannot be ignored, or avoided, but it can be managed, and kept at bay by positivity. There is always positivity, it may not always be the first thing seen, but it is there, find it. If the negativity of a situation is the loudest voice, or the most glaring image, the positivity might not be readily visible or apparent. It is there, if you look. Reinforce positivity in yourself, and it will be reinforced in others. Once there is positivity, it must be reinforced, or the negative may creep back in. Luckily, the more you practice, the easier the exercise in positivity will become. Be honest with yourself, do the best you can to see the good in situations, remind yourself of your positive attributes, and how you can learn to improve other attributes. No one else will remind you, it is up to you to keep things positive. Share your positivity directly. A positive attitude is contagious, and will spread to others just from casual contact. If this is not enough, you must share positivity directly. The easiest way to share your positivity is to be nice to people. People in your life will make mistakes. They might have broken equipment, lost an important file, or spilled a coffee on your desk. It is up to you to manage the next phase of the interaction. Don’t let the experience be negative, learn about the repair of the equipment to better understand it for next time; improve the administrative process to insure files are not erased in the future; clean up your desk. Remember, an ocean full of water cannot sink a boat until the water is inside. Keep the negativity outside and stay afloat.
SUN
T HE
SERVPRO® of Southern New England and New York
Manage the Whirlwind I
t is natural to think people are always the problem when confronted with poor administrative, operational, and marketing expectations. People are sometimes the problem, but often the problem is in the processes not the people performing the task. Quality, trained employees using good processes create great results in achieving company goals and objectives as well as controlling the operational and administrative whirlwind experienced almost on a daily basis. Business owners must set achievable goals. When a goal is essential to carrying out the mission or strategy of the business and critical to success, it is a Wildly Important Goal (WIG). Without the successful completion of WIGs, all other achievements are secondary. A whirlwind, the enormous amount of time and energy required to keep a business at current levels, is the main threat to the successful execution of WIGs. Therefore, an owner or business manager must plan a clear path through the whirlwind of demands. There will be unexpected phone calls, family emergencies, broken equipment, and all sort of unforeseen obstacles. There is no way to account for every possibility, but with training and process improvement, every possibility becomes easier to manage. Training employees is a variable process. Training can come from SERVPRO webinars or other e-learning series. Training can, and should, come from an employee’s direct manager, with the
Owner having a proficient knowledge of every aspect of the business. Training is also available from the Distributorship Office located in Norwalk, Connecticut. Many courses, IIRCR certifications, and continuing education classes are available for Production, Administration, and Marketing employees. Successful owners and business managers know that welltrained employees are better able to navigate the whirlwind. Process improvement is also a flexible process. There is room for improvement in almost every aspect of a business; finding the areas that can be most beneficial is the key to efficient process improvement. Process improvement can include checklists for the transition of job file folders from production to administration. Improvements can also come from the organization of a warehouse or a change of tasks for employees in the office. In addition to proper training and process improvement, managing the whirlwind is always easier if managers have a positive attitude.
2 - SERVPRO® SUN
Chart Toppers By Sam Parker It’s more interesting and leads to good things more often than not. And we’re all motivated in different ways (by different things, by different people, by different stories). When did you last (deliberately) think about how to improve your motivation? When did you last discuss it with your team or colleagues (“How can we keep ourselves better motivated?”)? When did you last make an improvement in the effort to stay motivated? A couple weeks ago, the New York Times published an article called “The Secret of Effective Motivation” by Amy Wrzesniewski and Barry Schwartz. In it, the authors shared their thoughts on the motives behind better results.
“Helping people focus on the meaning and impact of their work, rather than on, say, the financial returns it will bring, may be the best way to improve not only the quality of their work but also – counterintuitive though it may seem – their financial success.” – Wrzesniewski & Schwartz Last week, we made a quick meeting of it here at GiveMore.com. We asked ourselves... 1. Internally, how can we better focus on the value we create for others ... first? (We tend to do it pretty well but we’re 212ers ... we’re always pushing.) 2. Do our customers know our first priority is creating value for them and where we might be falling short, how can we improve? Maybe it’s a valuable conversation for you and your team. Connect = Talk. Listen. Show. Share. Have more frequent, intimate, and meaningful conversations about what it is you and your team do and the value you and your team bring to the world. Show people the big picture more often ... Help people be more connected to that big picture (your purpose ... your raison d’être – that’s French for your reason for being ... sexy, huh?). Smovingly... Sam (the guy behind this stuff) | Sparker@GiveMore.com | 804-762-4500 ext. 303 Sam is co-founder of GiveMore.com. GiveMore.com publishes material that helps leaders and organizations help their people to care more about their work and the people around them. Sam can be reached in Richmond, Virginia at Sparker@GiveMore.com or 804762-4500 ext. 303. – reprinted with permission
APRIL 2014
MAY 2014
Duct Commerical Mattos
Cleaning Commerical D. Kluger McKendall
Duct Residential Fevola Fire Commercial Luzzi Kaikow & Cleary Sangiorgi & Wandtke Fire Residential Geaski
Duct Residential Keating Mattos Vingoe Fire Commercial Luzzi Majeski O’Sullivan
In-house Construction In-house Construction Randolph Randolph Maughan Mold Residential Wallace Mold Residential Scalafani Sepe Halko Mold Commercial M. Logue & P. & K. Logue Resale Rookie Randolph Resale Rookie Randolph Total Volume D. Kluger Rookie Lucchesse Subcontract D. Kluger Water Commercial D. Kluger Water Residential Mattos Randolph Total Volume D. Kluger Randolph
SEPTEMBER 2014 - 3
R eal SERVPRO ®® Heroes IN THE NEWS
Story reprinted courtesy of The Star Democrat.
SERVPRO® Distributing Personal Emergency Assistance Bags By Bob Zimberoff Business Editor
EASTON — Robb Sartorio, owner and general manager of three SERVPRO® Franchises covering eight Eastern Shore counties has announced an initiative to provide personal care and toiletry items to individuals immediately following emergencies like accidents, fires, criminal assault, and natural disasters. The SERVPRO® Personal Emergency Bag Project is a cooperative effort with area emergency services providers distributing them when and where needed at the emergency scene. The bags are provided without charge. Contents include toiletry items, diapers, wipes, toothbrush and toothpaste, a washcloth and towel.
Pictured from the left are Samantha Chesley, marketing representative for SERVPRO® of the Lower Shore; Kevin Knussman, SERVPRO® marketing representative and personal emergency assistance bag project coordinator; and Deanna Miller, SERVPRO® marketing manager.
Also included is a journal for recording important conversations and to document contact with insurance or government agencies as well as a coloring book and crayons. Emergency services providers or community help organizations can obtain information about the bag project by contacting Kevin Knussman at 410-253-7102 or at knussmank@gmail.com. Sartorio is the owner of SERVPRO® of the Mid-Upper Shore, SERVPRO® of the Lower Shore, and SERVPRO® of Talbot and Dorchester counties. SERVPRO® provides a full range of cleanup and restoration services following fire, smoke, water and other types of structural damages. Additional services include biohazard and crime-scene cleanup, mold mitigation, and carpet cleaning.
The SERVPRO® personal emergency assistance bag contents are displayed. More than 500 bags will be distributed throughout the Eastern Shore to fire, rescue, EMS and law enforcement agencies where they can be distributed directly to victims of various emergencies. Newsline - May 2014
9
4 - SERVPRO® SUN
Top Ten Volume Leaders Gross Volume Leaders June 2014
Per License Average Volume Leaders June 2014
1
David Kluger
1,093,571 1
2
Allen & Susan Randolph
853,781 2
Ralph Rimualdo
287,714
3
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
537,419 3
John & Shayna Luciani
224,551
4
John & Shayna Luciani
449,102 4
Frank & Daria Solano
220,569
5
John Maughan
414,492 5
Allen & Susan Randolph
213,445
6
Dion & Lynn Luzzi
394,161 6
Ralph & Noemi DiCristofaro
201,586
7
Michael Keating
393,227 7
Bill & Beth Russell
197,190
8
Antoinette Pelli
373,160 8
Dion & Lynn Luzzi
197,080
9
John O’Sullivan
330,125 9
Antoinette Pelli
186,580
10
Charles & Donna Vingoe
319,289 10
Thom & Lyn Braun
184,444
Personal Best Volume Month June 2014
John O’Sullivan
330,125
John O’Sullivan SERVPRO® of Norwich and Windham County # 8745 $330,125.03
Salvatore Marinello
SERVPRO® of East Brunswick/Princeton Meadows # 9885 $188,235.80
Scott Yoran PERSONAL
BEST
SERVPRO® of Danbury/Ridgefield # 5437 $140,717.32
SEPTEMBER 2014 - 5
Gross Volume Leaders July 2014
Per License Average Volume Leaders July 2014
1
David Kluger
1,179,121 1
Doug & Lisa Jameson
2
Dion & Lynn Luzzi
641,423 2
Dion & Lynn Luzzi
320,711
3
John Maughan
549,875 3
Scott & Lisa Smith
220,239
4
Allen & Susan Randolph
500,925 4
Bill & Beth Russell
198,424
5
Michael Keating
490,369 5
Dave Kluger
196,520
6
Doug & Lisa Jameson
375,315 6
Chris Fyrberg
189,647
7
Greg & Allison Geaski
356,479 7
Ralph Rimualdo
186,942
8
Frank Mattos
352,993 8
Richard Fevola
173,846
9
John & Shayna Luciani
343,800 9
Daniel & Allison Wallace
172,017
10
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
331,794 10
John & Shayna Luciani
171,900
Personal Best Volume Month July 2014 Chris Fyrberg SERVPRO速 of Manahawkin # 9949 $189,647.84
Michael Keating
PERSONAL
BEST
SERVPRO速 of Stamford # 10248 $490,369.53
375,315
6 - SERVPRO® SUN
INTRODUCING A NEW FRANCHISE John & Angie Flood SERVPRO® of North Rensselaer/South Washington Counties # 10299 P.O. Box 442 Cambridge, NY 12816 Phone: 518-677-3444 Fax: 518-677-3534 E-Mail: aflood@servpro10299.com office@servpro10299.com Operating Territory: The bounded area in Rensselaer and Washington Counties, New York that is described as the entire Towns of Granville, Hartford, Hebron, Argyle, Fort Edward, Greenwich, Salem, Jackson, Easton, Cambridge, White Creek, Schaghticoke, Pittstown, Hoosick, Brunswick, Grafton, Petersburgh and all the villages and hamlets contained within. Also to include the City of Troy…
John Moschella From: John Moschella To: Larry Hackney Subject: FYI From: “Stefanik, David” To: Mike Moschella Subject: 25 Padelford St, Berkley Thanks, David Stefanik Property Claim Specialist From: Leslie Hill To: Stefanik, David Subject: 25 Padelford St, Berkley Dave, I want to thank you for coming to Shannon’s home so quickly and for helping to put us both at ease. I’m sure you’ve seen much bigger losses from fire, however you’ve made Shannon feel very well taken care of and I appreciate that. I do realize this is your job, but you do it well and you should know it’s appreciated. I’d also like you to know I can’t say enough of Mike’s kindness and helpfulness. I feel confident all will be well soon. Have a nice day. Leslie J. Hill, Paralegal
SEPTEMBER 2014 - 7
Ever wonder where you can find downloadable logos and images? Not sure what is the official SERVPRO速 Orange color? The Advertising Resource Guide has answers to just about any question you have regarding SERVPRO速 branding and advertising. This is a great resource to use and reference when planning advertising materials and other outward-facing Branded collateral. In the ARG, you will find information on policies and procedures, branding elements, print, e-mail, outdoor, and web advertising, promotional pieces, video and audio advertising, office documents (business cards and letterhead), uniforms, and vehicle decals and wraps. The ARG is updated annually, and Franchisees must comply with the updated guidelines by January 31st of every year. This resource is readily available on ServproNET速 to download and print at Marketing > Marketing Services > Marketing Materials > Advertising Resource Guide. Also available are Canadian and Disaster Recovery Team versions to reference. Please familiarize yourself with this publication, as being the Brand is important to our System as a whole. Consistency builds a Brand, Brand builds trust, trust builds relationships, and relationships build revenue. BE THE BRAND!
ALL MATERIALS WITH YOUR FRANCHISE NAME ON IT must be approved by SERVPRO Corporate Legal Department. Please review all business cards, sales literature, stationary, envelopes, electronic signatures, telephone identification, signage, and other materials with your franchise name. Make all proposed corrections according to the 2014 Advertising Resource Guide, and then send them to your trainer to forward to the Legal Department for written approval as required.
8 - SERVPRO® SUN
Words of Wisdom When men sow the wind it is rational to expect that they will reap the whirlwind. Frederick Douglass
Once you replace negative thoughts with positive ones, you’ll start having positive results. Willie Nelson
Manage yourself first and others will take your orders. David Seabury
Positive thinking will let you do everything better than negative thinking will. Zig Ziglar
Stress is the negative whirlwind of emotions that gets imposed on top of our stimulation and engagement. Andrew Bernstein
In order to carry a positive action we must develop here a positive vision. Dalai Lama
Drag your thoughts away from your troubles... by the ears, by the heels, or any other way you can manage it. Mark Twain
Always turn a negative situation into a positive situation. Michael Jordan
Don’t manage - lead change before you have to. Jack Welch
Positive anything is better than negative nothing. Elbert Hubbard
When you can’t solve the problem, manage it. Robert H. Schuller
A strong, positive self-image is the best possible preparation for success. Joyce Brothers
How you manage change can make all the difference. Irene Rosenfeld Without change there is no innovation, creativity, or incentive for improvement. Those who initiate change will have a better opportunity to manage the change that is inevitable. William Pollard You have to find what makes you stable in the storm. Then, no matter what’s happening round you, no matter what the hype or the publicity, you can still manage to make leaps in your work … Jimmy Smits Success depends almost entirely on how effectively you learn to manage the game’s two ultimate adversaries: the course and yourself. Jack Nicklaus One of the great responsibilities that I have is to manage my assets wisely, so that they create value. Alice Walton I recommend to you to take care of the minutes, for the hours will take care of themselves. Philip Dormer Stanhope
Delete the negative; accentuate the positive! Donna Karan The most positive men are the most credulous. Alexander Pope A strong positive mental attitude will create more miracles than any wonder drug. Patricia Neal Live life to the fullest, and focus on the positive. Matt Cameron You cannot have a positive life and a negative mind. Joyce Meyer The simple act of paying positive attention to people has a great deal to do with productivity. Tom Peters A positive attitude is something everyone can work on, and everyone can learn how to employ it. Joan Lunden