In this issue: 1 The Best Training Dry Book Training 2 Google AdWords 4 Top Ten Volume Leaders 5 Personal Best Chart Toppers 7 New Franchise 9 Customer Service First 10 Kudos 12 Advertising Resource Guide 13 Words of Wisdom
SERVPRO® of Southern New England and New York
THE BEST TRAINING The best training increases knowledge, skills, and performance to create personal growth. Training must be accessible, understandable and effectively teach and motivate the trainee to become the best teammate he/she can be.
As the Annual Associate Review and Franchise Financial Analysis Board Meetings conclude, and the Continuing Education season arrives with spring, it is important to remember Training Certification Guidelines (pdf) Certification Enrollment Form (pdf) that an investment in training will lead to both immediate and long-term rewards. The Training Registration - Gallatin (pdf) training must be worthwhile or the organization risks the sessions causing confusion and Hands-on training at SERVPRO® Corporate (Gallatin, doing moreTN) harm than good.
ms for information about beginning the DryBook certification process.
* Registration Please contactis REQUIRED Space is limitedWillis to 50 participants per class. Robert In April, the Distributorship hosted continuing education in Bio-Recovery, as well Bring your own laptop, am. as IICRC courses for certification in Water Restoration Technician, Health and Safety or setup and login begins at 7:30 Classes conclude at 6:00 pm. Technician, and Applied Structural Drying. We trust all our Franchise Associates were Michelle Broggy March 26, 2013 aware of these courses and took advantage of them as needed. to secure a place April 17, 2013 in the There will be additional Applied Structural Drying certification courses hosted at the May 21, 2013 DryBook Tuesday Regional Training Center in Norwalk, Connecticut in both May and July. By building July 24, 2013 relationships with expert trainers and working to create an ideal training environment, Training August Sessions 27, 2013
these courses aim to supply our associates with the best training available.
Every Tuesday beginning April 30, 2013 through May 9:00 am to 5:00 pm Look for the schedule and additional information on SERVPRO® of Southern New England’s website www.robkat.com
Technicians, Administrators, and even Marketers will all benefit from the increase in knowledge, skill, and performance that comes from continued training. Training in Sales and Marketing might not seem like it can be easily applied to real world scenarios and relationship building but the success of the Emergency READY Program and Emergency READY App shows that training in Sales and Marketing is effective. Be sure to take advantage of the Distributorship resources in Emergency READY Program and READY App training. Continued on next page
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Soon, the Distributorship will offer live training classes for certification in DryBook – the highly anticipated supplement to (and eventual replacement for) ManagER and Drying Workbook. These training classes will be held in our Norwalk Training Facility. There are other options for certification but the in-person training will likely be the most beneficial to attendees. Certification is recommended for all those working on estimate preparation or monitoring processes. Training for Job File Audits is always available through review of bulletins located in the Job File Audit section of the Robkat website. In addition, audit training is available on an individual basis by request to the audit department, or in small group sessions via webinar. Job File Audits are constantly evolving, and various complex issues will arise, even for experienced administrators. Staying up to date with national account bulletins is proactive, and highly recommended. With recent changes to audit protocol and guideline 7 penalties, staying current and informed will be crucial to maintained success. Production Training can often be overlooked, but advances in the industry and an in-depth look at existing resources will benefit the effectiveness and efficiency of Production Teams. Production Training is also available via webinar – check the website and email notices for dates and times. Production Team members who are encouraged to become more knowledgeable about their industry will benefit from the lessons and from the self-esteem that comes with inclusion in the growth and development of the business. Administrative Training in Xactimate, QuickBooks and ManagER Green, is available on an individual call-in basis, as well as webinars and group training. Look for updates about Administrative Training on the Robkat website or via email notifications. The Best Training increases knowledge, skill, and performance. The SERVPRO system is designed to offer Franchise Associates and their employees the best training available in all aspects of business organization; however, these training opportunities can only help your business if you take advantage of them and work to implement the lessons therein. If you have any ideas for training opportunities, or suggestions as to how the Distributorship can make training more effective, please let us know.
If you stay ready, you ain’t gotta get ready. Will Smith
Google AdWords: The Highest ROI For Your Ad Dollar Nearly every successful business uses Google AdWords pay per click advertising. Why? Because it offers a far higher return on investment than print, radio, or any other local advertising. • Receive clicks ONLY when a potential customer is actually researching and making a buying decision • Receive clicks ONLY from people within your targeted geographic area • Receive clicks ONLY from keywords that make logical sense for your business – SERVPRO brand variations, as well as water, fire and mold cleanup. • Pay ONLY for people that actually click your ad and visit your website • Receive detailed feedback about how your ad dollar was spent The bottom line is that typical SERVPRO franchises spend $500-$1000 per month and receive a handful of jobs as a result. This math clearly pays out when one considers the average job-cost. Finer Technologies, Inc. handles many SERVPRO Google AdWords accounts and knows the correct formula inside and out. Please call Michael direct at 518-708-6115x805 or email@example.com. Please visit http://www.finertechnologies.com/ and click SERVPRO at the top.
MAY 2013 - 3
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
100% Customer Satisfaction Guaranteed
MONTHLY RENTAL RATE FOR For more information, or to set up local demonstrations, please contact Joe Hoffman at (630)806-9463 or firstname.lastname@example.org.
FRANCHISES PROMO CODE: SERVPRO ®
THE SIMPLEST WAY TO PROVIDE ON-SITE OZONE, HYDROXYL, & DEHUMIDIFICATION TREATMENT
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Top Ten Volume Leaders GROSS VOLUME LEADERS MARCH 2013
PER LICENSE AVERAGE VOLUME LEADERS
Gil & Sheryl Morrissey
Gil & Sheryl Morrissey
Alan Bregman & Will Leiblein
Lance & Jennifer Harvey
Lou & Michelle, Danielle, Justin Sepe & Nicole Travis
Lance & Jennifer Harvey
Doug & Lisa Jameson
Anthony & Danielle Palumbo
Daniel & Allison Wallace
Charles & Donna Vingoe
SERVPRO速 TELEVISION? Keeping you up-to-date on the latest tools and tips, designed to help you succeed. New episodes air every 2nd and 4th Wednesday
NOVEMBER 7 MAY2012 2013 -- 5
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Personal Best Volume Month
March 2013 December 2012
Gil & Sheryl Morrissey
SERVPRO® of Western Dutchess County # 5925 SERVPRO® of Kingston/New Paltz # 9207
Associated Revenue Jones Cleaning Residential Solano Edwards Mold Residential
Lance & Jennifer Harvey SERVPRO® of Hoboken/Union City # 9592 SERVPRO® of Lower Manhattan # 10152
Glaser Rookie Pullham Subcontract
Sepe Water Commercial
James Gibbs SERVPRO® of Egg Harbor/Ventnor City # 9090
Water Residential Mattos Maughan Total Volume
Ted & Kristen White SERVPRO of Newtown & S. Litchfield # 8240 SERVPRO® of Putnam County # 8476 ®
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The Only Antimicrobial You’ll Ever Need! Sporicidin Disinfectant Solution Fresh Scent
OL F R EE
Kills Dangerous Mold, Mildew, Bacteria & Viruses • Provides continuous residual bacteriostatic activity for up to 6 months. • Non-corrosive, non-staining, non-flammable formula (7.9 pH). • EPA registered fungicide, bactericide, virucide, and tuberculocide. • EPA registered for use in HVAC systems. • Water & flood damage cleaning/restoration. • Air duct & HVAC system cleaning. • Mold & IAQ remediation.
R OL F
Contact your SERVPRO® Sales Coordinator for more information or to place an order.
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MAY 2013 - 7
INTRODUCING NEW FRANCHISE Robert & Dianne Lucchesse
SERVPRO® of Babylon/Deer Park # 10169 501 B Lexington Avenue, West Babylon, NY 11704 Phone: 631-661-3802 • Fax: 631-661-5042 Email: ServproBabylon@optonline.net
OPERATING TERRITORY The bounded area in Suffolk County, New York that is described as the entire Town of Babylon, the entire Hamlets of Deer Park, North Babylon, and West Babylon, also to include the village of Babylon.
SERVPRO® of Dartmouth/New Bedford South # 10157 SERVPRO® of New Bedford North/Middleborough # 10158 485 Kempton Street, New Bedford, MA 02740 Phone: 508-999-2380 • Fax: 508-999-5775 E-Mail: email@example.com OPERATING TERRITORIES The City of New Bedford in the County of Bristol The entire townships of Dartmouth, Acushnet, and Fairhaven in Bristol County and the town ships of Mattapoisett, Marion, Rochester, Lakeville, and Middleborough in the count of Plymouth.
SERVPRO® of Southbury/Torrington
Greg & Allison have added to their family, too! CONGRATULATIONS
232 Amity Road, Woodbridge, CT 06525 Phone: 203-267-6262 • Fax: 203-298-4994 E-Mail: firstname.lastname@example.org
OPERATING TERRITORY That portion of the state of Connecticut described as the townships of Torrington, Harwinton, Thomaston, Watertown, Middlebury, Southbury, and Oxford.
Emma Jean Geaski 8 lbs 8 oz. February 5, 2013
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Electronics Cleaning with the Morantz Ultrasonics Super System orantz Ultrasonics, the leading global manufacturer of Ultrasonic Cleaning Systems, introduced its new “Super System” last year to great acclaim. Praise for Morantz has been so widespread that it attracted the attention of the United States military’s Pacific Missile Range Facility (PMRF) in Hawaii. In February, Morantz’s client, a SERVPRO ® Large Loss Team, was called upon by PMRF to clean and restore their computers and other electronic items that were damaged by smoke. Co-located with the Sandia National Laboratory’s Kauai Test Facility, PMRF is the leading range for large parts of the Ballistic Missile Defense program and utilizes state of the art instrumentation and communication networks (along with other Top Secret equipment). Due to the sensitivity of these electronics, the entire restoration process was scrutinized prior to the job being it was the awarded. Ultimately, professionalism of the Large Loss Team and Morantz’s reputation and experience that won over the project’s decision makers.
For this job, a Morantz Super System was moved on site and set up in a large trailer. The three stations (Prewash, Wash and Rinse) along with a Morantz Drye Rite drying cabinet were wheeled into the trailer for quick and easy processing.
without risk of injury from repetitive lifting or back strain. Morantz continued, “While other companies have offered line cleaning systems, none have truly adapted them to the real working environment of a restoration job, especially a job like this one.” Once the electronics were clean, they were dried with a powerful, two-speed heated blow dry gun, sprayed with a non-conductive dielectric chemical and placed in the Morantz Drye Rite Drying and Ozone Cabinet for four hours to dry.
The contaminated electronics were placed both in stainless steel baskets and directly on each of the machine’s pneumatic lifts, then lowered into the respective (Prewash, Wash and Rinse) tanks for approximately 30 seconds to 1 minute (depending on the item) for cleaning. “Processing for this job was fast and easy. The operators were thrilled to be able to simply push a lever to clean six baskets full of computer parts at a time,” said Lisa Morantz, President of Morantz Ultrasonics Inc. and third generation owner. The benefit of the pneumatic lift is that technicians work
“There’s a lot of misinformation about cleaning electronics with Ultrasonics,” Morantz said. “But once again, our Morantz Super System and methodology proved to be the key to the job’s success. The entire PMRF team was thrilled with the results.” Lisa Morantz added, “We introduced the process for electronics cleaning to the restoration industry over twenty years ago. Nothing cleans as fast, as as efficiently or as safely Ultrasonics.”
Morantz Ultrasonics Inc.
9984 Gantry Road, Philadelphia, PA 19115 (800) 695-4522 or (215) 969-0266 | www.UltraSonicMachines.com
November MAY2012 2013 -- 9 5
Sent: Wednesday, April 10, 2013 To: Fred Cohn Subject: It’s a great day at SERVPRO Dear Fred, The “SERVPRO of Mid and Outer Cape” team would like to share with you the great things that are happening down here in our area. We have had a very busy winter season this year and remarkably, we are still busy now. In all that hustle and bustle of the season, we just wanted to take a moment to share with you one of the many customer letters that we have received. Just when your day is busy and the crews are stretched, then you get a letter like this… it makes it all so worth it and very rewarding knowing that you are helping a family. Best Regards Tom & Lisa Balcom
SERVPRO of North Onondaga, John Halko, Owner
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Sue Steen CEO Servpro Industries, Inc. 801 Industrial Boulevard Gallatin, TN 37066
March 19, 2013
Dear Sue, I am writing you to share my experience with the Servpro of Paramus owners, Danielle and Tony Palumbo. I live in Mantoloking, New Jersey, on o f the hardest areas hit from Hurricane Sandy. Our Barrier Island was closed for weeks and monitored by the National Guard. We finally heard after weeks of not knowing, that we were luckier than most. Water from the tidal surge had flooded our crawl space and garage but did not make it inside the house. We were happy. We knew we had to take swift action against mold, etc. A neighbor of mine knew of Servpro of Paramus and recommended them. From the moment I touched base with Danielle I felt at total ease. As soon as the police allowed contractors on the island their crew ripped out sheet rock, insulation, sprayed, etc. Danielle would email me each night to advise of the situation. Her daily communication during that time was invaluable and helped us work through the disaster. We thought that was it. In late December I flew in from Arizona where I stay in the winter. I met our flood adjuster there. He immediately noticed the floors were spongy and starting to buckle and told me to replace all the floors. Naturally I panicked, knowing I was going back in a few day and had to take care of packing all my furniture, storing it and then begin to demolish the floors. That’s when Tony stepped in and helped me coordinate everything, including getting PODS delivered for my furniture, even when PODS were difficult to get. I left knowing he would take care of my valuable belongings and also swiftly demolish the house so that we could get a jump start on the rebuild. Today the PODS were taken away. Just three months have passed and on Friday March 15, Tony arrived with his crew and put my house (my life) BACK TOGETHER AGAIN. Not one thing was damaged or lost. I can’t tell you how happy my husband and I are. Thus the reason for this letter. If anyone needs a recommendation or testimonial...please have them call contact me. Tony and Danielle Palumbo are true professions and complete their work with excellence and empathy! Sincerely, Deborah G. Mantoloking, NJ
MAY 2013 - 11
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2013 Advertising Resource Guide This Publication is your reference to advertising policies, graphic design standards, and sample advertisement. Policies for All Advertising This 2013 Advertising Resource Guide replaces the 2012 Advertising Resource Guide. Refer to this new Advertising Resource Guide when planning any type of Franchise advertising, letterhead, business cards, envelopes and/or any other form of advertising media, including, but not limited to, vehicle decals, building lettering, electronic, and Webbased advertising. Please take a moment to review your current advertising and verify all forms of advertisements have been submitted to and approved by the SERVPRO® Legal Department and your Trainer. The Legal Department urges you to review all of your advertising and correct any noncompliant advertising at this time. Make the necessary changes and corrections to your advertising and follow the Advertising Approval Procedures set forth in previous pages. Franchisees are encouraged to use the various advertising templates and guidelines provided on ServproNET® in conjunction with the quarterly Your Local Marketing Theme ads. Ads designed outside of the standard templates are allowed but discouraged. A consistent message will help ensure consumer clarity for the SERVPRO® Brand. If you choose to create/design your own advertisement, it MUST be submitted to Marketing Services for branding approval. Marketing Services will then submit it to the Legal Department for legal compliance. Marketing Services reserves the right to deny approval of any advertisement designed outside the standard templates. Advertising Defined 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 (i.e. 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
MAY 2013 - 13
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Words of Wisdom
MAY 2013 - 14
I hear and I forget. I see and I remember. I do and I understand. - Confucious It’s all to do with the training: you can do a lot if you’re properly trained. - Elizabeth II We have a training period; we have certain guidelines and structure. You can’t hire talented people and stifle them. That’s not the way it works anymore. - Todd English On the mountains of truth, you can never climb in vain: either you will reach a point higher up today, or you will be training your powers so that you will be able to climb higher tomorrow. - Friedrich Nietzsche Adversity has the same effect on a man that severe training has on the pugilist: it reduces him to his fighting weight. - Josh Billings Confidence comes from discipline and training. - Robert Kiyosaki If you stay ready, you ain’t gotta get ready. - Will Smith There’s no experience like on-the-job training. - Hank Azaria You can work really hard, but if you’re not training in the right way you’re not going to improve and get to the level that you want to. - Michael Chang A key factor is to do training that is fun. - Bill Toomey One doesn’t become a soldier in a week - it takes training, study and discipline. There is no question that the finest Army in the world is found in the United States - Daniel Inouye Few men are born brave. Many become so through training and force of discipline. - Publius Flavius Vegetius Renatus The training of the schools should be extended to the heart as well as the mind and hand. - Sheldon Jackson