MARCH 2013
In this issue: 1 2 3 4 5 7 9 10 11
Associate Support Website, Personal Best Chart Toppers, Personal Best Top 10 Volume Leaders The Best Managers, Personal Goals Drive Business Goals, New Franchises Kudos, 2013 Advertising Guide Dry Book, Swap Meet Regionals Words of Wisdom
SUN
THE
SERVPRO速 of Southern New England and New York
Associate supp o r t
website As advertised, this
l a n o Pers
Directorship (Servpro of Southern New England and New York, Servpro of Upstate New York, Servpro of New Jersey, and Servpro of Southeastern Massachusetts) has completed development of an associate-support website. The website contains quick access to relevant National Account Bulletins, online product ordering, a calendar of upcoming continuing education, information on regional drying centers, newsletters, and more. Please look for your individual associate username and password being sent to you this week and next.
Volume Month January 2013
2 - SERVPRO速 SUN
Chart Toppers October 2012 Associated Revenue
Personal Best Volume Month PERSONAL
January 2013
BEST
Cleaning Commercial Formisano Cleaning Residential Duct Residential Mattos Duct Commercial Fire Commercial Pelli Fire Residential In-house Construction
Greg & Allison Geaski SERVPRO速 of Milford-Orange-Stratford # 9597
$326,257.67
Young Reilly Mold Commercial Reilly Mold Residential Maughan Harvey Rookie Bregman & Lieblein
Thomas Irvolino, III SERVPRO速 of Teaneck/Englewood # 9280
$166,150.33
Subcontract Water Commercial Water Residential Total Volume
Robert Allen SERVPRO速 of Northwest Brooklyn # 9821
$141,847.28
MARCH 2013 - 3
Volume Leaders GROSS VOLUME LEADERS January 2013
PER LICENSE AVERAGE VOLUME LEADERS
January 2013
1
Dave Kluger
2,480,410
Dave Kluger
413,401
2
Steve & Brenda Young
686,082
John and Shayna Luciani
364,432
3
Joe Pelli
625,145
Lance & Jennifer Harvey
326,324
4
John Maughan
560,112
Greg & Allison Geaski
326,257
5
Rob Citrangola
417,111
Alan Bregman & Will Lieblein
289,911
6
Frank Mattos
414,671
Daniel & Allison Wallace
266,592
7
John and Shayna Luciani
364,432
James Gibbs
210,654
8
Michael Reilly
347,032
Rob Citrangola
208,555
9
Lance & Jennifer Harvey
326,324
Doug & Lisa Jameson
208,465
10
Greg & Allison Geaski
326,257
Scott O’Donnell
198,278
4 - SERVPRO® SUN
THE BEST MANAGERS The best managers are a model of excellent work ethic, achieve key results, train and mentor staff, and assure team performance with a customer service focus. The best managers prioritize improvements to increase company revenue and profit. The best SERVPRO managers remain calm during times of crisis, and take advantage of the opportunities provided by major weather systems. With the arrival of a Nor’easter, the best managers will take an active role in the management of production teams, the scheduling of work, and communication with customers regarding the progress of active jobs, and the probable starting times of pending jobs. The best managers make sure new and key employees are comfortable with the roles and requirements of their jobs. When a new employee is added, or a key employee takes on new responsibilities, it is the best managers that will make sure the employee knows all responsibilities of their job. When a file sits in queue for three days because a new employee did not know to perform a self-audit, it harms the entire enterprise, and is the fault of the manager, not the employee. Each department should receive equal respect and attention from the manager. This promotes a unity in vision and promotes a common goal. When everyone on the team is pulling in the same direction, the journey is easier and more efficient for all involved. Managers make a difference when they take an active role in customer service, whether the role is actual or perceived, it provides the customer with a level of comfort; knowing that a manager has taken an active interest in the repair of their home or business. The concept of perceived value added is not new, but when properly applied, it can make the difference between a satisfied and dissatisfied customer. The best managers do not postpone potential improvements to business performance. It can be easy to “put it on
the backburner” when it comes to improvements in financial recordkeeping; especially when business is going well, and the financial records are relatively complete and cohesive. However, making these improvements a priority early in the year will have a lasting positive impact. Managers set the tone for workplace attitudes. Everyone is entitled to a bad day, and everyone has a life outside the office, but the best managers make an effort to maintain a professional demeanor in the office and with customers regardless of events in their personal life. Employees take on the attitude of the workplace; make sure the managers are setting the right tone. The best managers take the time to make sure all employees feel comfortable in the workplace. A comfortable employee is a productive employee. Employees are aware of the hierarchy of the organization, and do not need constant reminders of their place as an employee. Managers that “pull rank” on employees are doing a disservice to their organization, and creating a dysfunctional workplace. Confident and capable managers treat employees with respect, care about their wellbeing, and make efforts to make employees feel appreciated. Managers ensure each staff member has the necessary, current, and correct tools to produce work whether the staff member is a production tech, crew chief, estimator, administrator, or marketer. The continuing education of all employees makes the manager’s job easier. A more educated employee is a better and more productive employee. Most importantly, the best managers stay current on industry trends. No manager can be effective if they are working with outdated ideas about the best methods. Achieving key results, training and keeping valuable employees, leading by example and increasing company profits are all the result of a manager that stays informed and stays active. Be the best manager you can be, and the results will follow.
November 7 MARCH2012 2013 -- 5
6 - SERVPRO® SUN
INTRODUCING NEW FRANCHISE
Allen & Susan Randolph Servpro® of Waterbury # 10146 Servpro® of New Haven # 10147 Servpro® of The Naugatuck Valley # 10148 Servpro® of Northern Westchester County # 10149
1 Corporate Drive, North Haven, CT 06473 • p. 203.234.1100 • f. 203.234.1204 • e. arandolph@dbvllc.com Operating Territory: That portion of the state of Connecticut described as the town of Waterbury, Wolcott, Prospect and Cheshire That portion of the state of Connecticut described as the towns of New Haven, West Haven, North Haven, and Hamden in the county of New Haven... That portion of the state of Connecticut described as the towns of Shelton Derby, Ansonia, Seymour, Beacon Falls, and Naugatuck... That portion of New York described as: Bounded on the east by the New York state line; bounded on the north by the Westchester County line; bounded on the west by the Taconic State Parkway’ bounded on the south by the New Castel Town line, to the Kensico Reservoir, to the Rye Lake Reservoir, to the North Castle Two line, to Interstate I-684, to the New York state line...
INTRODUCING NEW FRANCHISE Ray Wardell SERVPRO of Ozone Park/Jamaica Bay # 10156 ®
87-17 97th Avenue, Ozone Park, NY • p. 203.234.1100 • f. 203.234.1204 • e. rwardell5@gmail.com Operating Territory: Beginning at the intersection of Atlantic Ave. and the Queens/Kings County Line from that point, then north-east on the Queens/Kings County Line to I-678, then east on I-678 to Grand Central Parkway, then east on Grand Central Parkway to 164th St. then south on 164 th St. to State Highway 25, then east on State Highway 25 to Merrick Blvd., then southeast on Merrick Blvd. to Baisley Rd. then southwest on Baisley Rd. to Rockaway Blvd., then west on Rockaway Blvd. to 150 th St. then south on 150 th St. to Southern Parkway then south southwest and south on the Queens/Nassau County line to Atlantic Avenue.
6 - SERVPRO® SUN
Regionals 2013 Registration
Locations & Dates Baltimore, MD - March 1st Boston, MA - March 11th Norwalk, CT - March 13th Philadelphia, PA - March 15th Pre-Registration Information: • Pre-register a minimum of 14 days in advance of the meeting you wish to attend to ensure sufficient handout materials are available for all attendees at each location. • All meetings will begin at 8:00 a.m. and conclude by 4:00 p.m. • Morning coffee will be provided; however, no meals will be served. • No fee is required for Franchise Owners attending. • You may bring your key employees to this excellent training opportunity (see below). Franchise Employee Requirement: • Employees must be accompanied by their employer. • Employee attendance is subject to $90 course fee paid at the time of registration. • Signed non-compete agreements are required for all employees attending. • Employees must be pre-registered, have required paperwork on file, and be approved by the Training Department prior to the date of the meeting. • Submit all Employee fees and non-compete agreements to: Lori Wilson Training Assistant, Servpro Industries, Inc. (615) 451-0200 ext.1806 lwilson@servpronet.com
Rhea Pulliam Training Specialist, Servpro Industries, Inc. (615) 451-0200 ext.1478 rpulliam@servpronet.com
2013 Advertising Resource Guide The 2013 Advertising Resource Guide Publication is your reference to advertising policies, graphic design standards, and sample advertisement. This ARG, replacing the 2012 ARG, is only available online in PDF format. The 2013 ARG provides SERVPRO’s most current policies and procedures for advertising. In addition, the 2013 ARG webpage provides Associates with pre-approved advertising templates running parallel with the National Advertising Campaign. Advertising Resource Guide Publication Associates must comply with 2013 Advertising Resource Guide guidelines by January 31, 2013.
6 - SERVPRO® SUN
MARCH 2013 - 7
A guaranteed partner in any emergency.
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The “No Sweat” Guarantee is a service mark of Sunbelt Rentals, Inc. ©2013
8 - SERVPRO速 SUN
SERVPRO速 of Teaneck/Englewood
Otterstedt Insurance Agency shared a link. February 4, 2013 Otterstedt recently suffered water damage at our home office that was discovered on a Saturday morning. We are so fortunate that our good friends at Servpro of Teaneck/Englewood came out immediately to assess the situation and provide water damage mitigation service. Their quick response saved us from having a small problem turn into a much larger one. Thank you to Tom Irvolino and his crew at Servpro of Teaneck/Englewood! Here is a link to their website: http://www.servproteaneckenglewood.com
Director Fred Cohn gives tactical, technical advice to franchisee Lou Sepe.
Personal Goals Drive Business Goals
November MARCH2012 2013 -- 9 5
R R O A D E N Y E E V H T F O “SERVPRO ® of Kendall County is very appreciative of the level of service and commitment your team has provided our staff and office...could not be more cooperative and helpful.” -Steve Pearson ® SERVPRO of Kendall County
RESTORATION & REMEDIATION JUST GOT SIMPLER. INTRODUCING A CUSTOM ENGINEERED CHAMBER DOOR ALLOWING CURRENT ALL-STEEL CONTAINERS TO TRANSFORM INTO AN ON-SITE REMEDIATION SOLUTION. Can be utilized as an on-site drying or ozone chamber
Guaranteed 24-hour delivery
Codes in Xactimate ®, CPSSTOPC< and CPSSTOPCD
Same great on-site portable storage service
Equipped with power strip, surge protector and quick disconnects Saves handling time and personnel expense on pack outs
Customizable billing
100% Customer Satisfaction Guaranteed
10% OFF
MONTHLY RENTAL RATE FOR For more information, or to set up local demonstrations, please contact Joe Hoffman at (630)806-9463 or jhoffman@1800packrat.com.
FRANCHISES PROMO CODE: SERVPRO ®
THE SIMPLEST WAY TO PROVIDE ON-SITE OZONE, HYDROXYL, & DEHUMIDIFICATION TREATMENT
10 - SERVPRO® SUN
Certification Information Download these forms for information about beginning the DryBook certification process.
• • •
DryBook Training Certification Guidelines (pdf) DryBook Certification Enrollment Form (pdf) DryBook Training Registration - Gallatin (pdf)
Hands-on training at SERVPRO® Corporate (Gallatin, TN) * Registration is REQUIRED Space is limited to 50 participants per class. Bring your own laptop, setup and login begins at 7:30 am. Classes conclude at 6:00 pm. March 26, 2013 April 17, 2013 May 21, 2013 July 24, 2013 August 27, 2013
MEMO: Robkat.com Swap Meet Page Beginning March 1, 2013, the www.robkat.com Associate-support website will add an ‘Associate Swap Meet’ page where associates can buy and sell production and operating equipment: Air movers, box trucks, hand-held electric sheetrock saws, and anything else you have but no longer need or use. Some of you may currently have a username and password to access Robkat.com. For those who don’t, you will be receiving one in the near future. Please contact Robert Willis (Robertwillis@robkat.com) to list any items for sale or with questions.
MARCH 2013 - 11
Words of Wisdom The true measure of the value of any business leader and manager is performance. Achieving the highest possible return on human capital must be every manager’s goal. - Brian Tracy A manager is responsible for the application and performance of knowledge. The productivity of work is not the responsibility of the worker but of the manager. Management is doing things right; leadership is doing the right things - Peter F Drucker The manager asks how and when; the leader asks what and why. The manager accepts the status quo; the leader challenges it. The manager has his eye on the bottom line; the leader has his eye on the horizon. - Warren G. Bennis Management by objectives works if you first think through your objectives. Ninety percent of the time you haven’t.” - Peter Drucker Decisiveness is the one word that makes a good manager. - Lee Iacocca Good management consists in showing average people how to do the work of superior people. - John D. Rockefeller An employee’s motivation is a direct result of the sum of interactions with his or her manager. - Bob Nelson For a manager to be perceived as a positive manager, they need a four to one positive to negative contact ratio. - Ken Blanchard
Effective leadership is putting first things first. Effective management is discipline, carrying it out. - Stephen R Covey The conventional definition of management is getting work done through people, but real management is developing people through work. - Agha Hasan Abedi Make your top managers rich and they will make you rich. - Robert H. Johnson The manager of a team is like a stagecoach, he can’t move unless he has the horses. - Pete Rose I could never be a manager. All I have is natural ability. - Mickey Mantle Basically, a manager is a father figure to 20 or 25 blokes. It’s about trying to get the best out of them and creating team spirit. - Alan Shearer