FEBRUARY 2013
In this issue: 1 The Best Leader 2 CEO Award Winners 3 Top 10 Volume Leaders 4 Chart Toppers, Personal Best 5 New Franchises 7 Kudos 8 Customer Service First 9 Regional 2013 10 Handling Call Center Cancellations Correctly
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SERVPRO速 of Southern New England and New York
Leadership Skills 1. Active Listening 2. Agenda Process 3. Budgeting 4. Calendaring 5. Communications 6. Conflict Management 7. Debriefing 8. Delegation a. Know b. S how c. Do d. Review e. Evaluate 9. Discussion Leading 10. Empowerment 11. Evaluation 12. Facilitation 13. Followership 14. Judgment 15. Motivation 16. Observation 17. Organization 18. Planning 19. Public Speaking 20. Time Management a. Assess b. Organize c. Plan d. Prioritize e. Schedule 21. Visualization
The Best Leader
The BEST LEADER is focused on growing leadership knowledge and skill to create a quality team focused on revenue and profit growth, excellent service and continuous improvement to maintain the premier company status. LEADERS are aware of the financial organization of the business. With 2013 Board Meetings underway, we see again the importance of financial organization and positive cash flow to the health of the business. Leaders must have a thorough understanding of the financial status of the business in order to ensure that key areas receive the necessary attention and support to thrive. This requires participation and communication with administrative and bookkeeping staff members as well as outside professional service providers such as attorneys and accountants. LEADERS take initiative to implement proven successful strategies in their business. The ERP and the READY App are successful in creating brand awareness and encouraging a presence in the commercial market. Emergency READY Program phase 2 is now active; check out ServproNET速 for a comprehensive implementation strategy. LEADERS surround themselves with knowledgeable people. By continuing the education of all human resources, a leader insures the best possible effort. Invest in your people and they will invest in you. Production Managers, Crew Chiefs, and key Administrative Staff should be WRT and ASD certified. Estimators and midlevel Marketers should know the function and advantages of SERVPRO cleaning equipment and have general
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CEO Award Winners November 2012
ideas of square foot pricing for various levels of damage. Route Sale Marketers and all Administrative Staff should know the advantages of SERVPRO cleaning products over generally available cleaners. SERVPRO franchises have a contractual obligation to use only SERVPRO approved products or written permission to use non-SERVPRO products. Robert Tedone, our Production Training Specialist, who is an expert on the use of SERVPRO products will be conducting a monthly review of several cleaning agents, deodorizers, and disinfectants in the SERVPRO product line via webinars. When these are announced, we encourage you to schedule your applicable employees (Production, Servpro Marketing Representatives, and Administrative Staff ) to attend these sessions. LEADERS respond to changes in the industry. The relationship between SERVPRO and the insurance organizations on our National Accounts Program is evolving and growing; therefore, the administration of your business must evolve and grow as well. New requirements or procedures may seem unnecessary or even adversarial, but these growing pains are part of an evolving business model, and adapting is what sets successful leaders apart.
DISTRIBUTOR Fred Cohn
SERVPRO® of Southern New England and New York SERVPRO® of Upstate New York SERVPRO® of New Jersey
LEADERS stay current. As SERVPRO Franchise Owners and Managers, it is critical to have an advantage over the competition. This might include proficiency with the ERP Mobil App, Electronic Document Usage via iPhone and iPad technology, and the Servpro DryBook, a project for which SERVPRO Industries, Inc. has great expectations. Training on DryBook Usage is tentatively scheduled to begin in early spring. Taking time now to research and learn about this program will yield higher results when the program is active. Check out ‘What’s New’ on ServproNET® and stay tuned for the Distributorship Website coming soon.
Check ServproNET® for something NEW
ASSOCIATE Michael Reilly
SERVPRO® of Toms River SERVPRO® of Point Pleasant (NJ)
FEBRUARY 2013 - 3
Top Ten Volume Leaders GROSS VOLUME LEADERS December 2012
PER LICENSE AVERAGE VOLUME LEADERS
December 2012
1
D. Kluger
1,493,817
Steve & Brenda Young
340,499
2
Steve & Brenda Young
1,361,999
Lance & Jennifer Harvey
271,451
3
John Maughan
651,372
Anthony & Danielle Palumbo
260,157
4
Frank Mattos
533,377
D. Kluger
248,969
5
Joe Pelli
499,391
Dan Allen
236,116
6
Lou & Michelle, Danielle, Justin Sepe & Nicole Travis
423,732
Thomas & Lisa Balcom
233,456
7
Michael Logue
323,468
Daniel & Allison Wallace
219,612
8
Patrick Jones
310,241
Greg & Allison Geaski
217,777
9
Charles & Donna Vingoe
279,451
Doug & Lisa Jameson
211,575
10
Lance & Jennifer Harvey
271,132
Scott O’Donnell
209,963
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Chart Toppers
Personal Best Volume Month
August 2012 Associated Revenue K. Spinner/R. Morrison B rad & Barbara Johnson Fire Commercial M. Kaikow & S. Cleary In-house Construction S teve & Brenda Young Mold Residential J ohn Maughan Subcontract D avid Kluger Water Commercial M. Logue & P. & K. Logue Total Volume D avid Kluger
July 2012 Cleaning Residential David Kluger Duct Residential F rank Mattos Fire Commercial D avid Kluger J oe Pelli In-house Construction S teve & Brenda Young Mold Commercial J ames Gibbs M ichael Reilly John Maughan Mold Residential Brad & Barbara Johnson R. Citrangola & R. Kluger Subcontract David Kluger Water Commercial Steve & Brenda Young D avid Kluger Water Residential S teve & Brenda Young Total Volume D avid Kluger
PERSONAL
December 2012
BEST
Dan Allen SERVPRO® of NW and SE Dutchess County #9373
$236,116.25 John Majeski SERVPRO® of Eatontown/Long Branch #9598
$196,667.64 Craig Nunan SERVPRO® of Salem County #9716
$183,345.18 William Thompson SERVPRO® of Aberdeen/Holmdel #9708
$127,845.87
NOVEMBER 7 FEBRUARY2012 2013 -- 5
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INTRODUCING NEW FRANCHISE Ralph & Noemi DiCristofaro SERVPRO® of Bloomfield/Enfield # 10121 43 Barber Pond Road, Suite B • Bloomfield, CT 06002 Business: 860.216.2785 • Fax: 860.216.2762 E-mail: servpro10121@gmail.com OPERATING TERRITORY: The bounded area in Hartford County, Connecticut that is described as the entire Towns of Enfield, Suffield, Hartland, East Granby, Granby and Bloomfield.....
INTRODUCING NEW FRANCHISE Ronald & Maria Zdrojeski SERVPRO® of Southeast Brooklyn #10138 4023 Avenue T • Brooklyn, NY 11234 Phone: 718.252.0399 • Fax: 718.228.9562 E-Mail: servprosoutheastbrooklyn@gmail.com OPERATING TERRITORY: The bounded area in Kings County, New York that is described as beginning at the intersection of the Long Island Railroad and Ocean Ave. from that point, then proceeding east and northeast on the Long Island Railroad to Linden Boulevard from that point, then proceeding east and northeast on Linden Boulevard to the King/Queens County Line from that point, then proceeding south, west, south, west and southeast on the Kings/Queens County line to Jamaica Bay from that point, then proceeding southwest, south and west on Jamaica Bay to Sheepshead Bay from that point, then proceeding west on Sheepshead Bay to Ocean Ave. from that point, then proceeding north on Ocean Ave. to the Long Island Railroad to the point of beginning.....
A SECOND SERVPRO® LICENSE FOR Lance & Jennifer Harvey SERVPRO® of Lower Manhattan #10152 51 Fairmount Avenue • Jersey City, NJ 07304 Phone: 212.564.6365 • Fax: 201..656.0037 E-Mail: lance@servprohobokenuc.com OPERATING TERRITORY: The bounded area in New York County, New York that is described as that portion of New York County (Manhattan Borough) that is south of 15th Street ...
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With 25 CRDN Facilities in NY, NJ, CT, RI and MA, Our Emergency Response Isn’t Just Fast...
It’s Immediate CRDN of New Jersey Bound Brook, 732-356-2642 CRDN of Western New York Buffalo, 716-332-0958 CRDN of Eastern New York Schenectady, 518-779-3406
When Your Reputation is on the Line,
Lean on CRDN
CRDN of the Five Burroughs New York City, 631-465-9600 CRDN of Westchester/ Fairfield & Long Island Pleasantville, 566-273-6696 CRDN of Central Connecticut Farmington, 860-606-0055 CRDN of Rhode Island, Eastern CT & Northeast MA Warwick, 401-640-3844
24-Hour Claim Assignment 800-963-CRDN (2736) | www.crdn.com
CRDN of Greater Boston & Southeast MA Taunton, 508-822-6161
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FEBRUARY 2013 - 7
Front row starting from left to right Anggie Lobdell Claims Specialist, Rebekah Guss Claims Specialist, Vince Mangan Marketing Specialist, John Halko Owner Specialist (really it is just owner but I was running with the trend!) The others in the photograph are CEO Ambassadors from Center State as they congratulate John Halko, owner of SERVPRO of North Onondaga, SERVPRO of East Onondaga, and SERVPRO of Oswego Counties during the Grand Opening of his new facility. John finished renovations and moved into his new 30,000+ square foot building in East Syracuse, New York in September 2012. The open house was held in November and highlighted the state-of-the-art cleaning room, which includes the following: a Fireline Ultra-Sonic machine, an electronics cleaning station, an indoor garage for John’s 20+ vehicles. The new Conference Room seats up to 32 in classroom style and has a HD projector, Apple TV, laptop port and Wi-Fi, energy saving lighting system with motion sensors, and 14 overhead garage doors with 4 loading docks.
Congratulations, John!
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The Recognized National Industry Leader in Recovery and Restoration Technology Preferred National Vendor Specializing in Large Loss Industrial Equipment Rebuilding: Post-Disaster Our team of highly trained Electrical, Software and Mechanical Engineers possess the engineering skills necessary to restore, redesign and rebuild any piece of industrial equipment including automated process controls of electrical and mechanical functionality.
Before
After
Control Cabinets
Automated Machinery
Data Recovery
Industrial and Commercial Services: Commercial Electronics Industrial Equipment Control Systems
Manufacturing & Process Equipment Restaurant Equipment
Medical/Lab Equipment Data Recovery
On average, ERS’ restoration services can be completed for LESS THAN 38% of replacement cost and we offer a warranty on all equipment serviced.
National Hot Line: 888-355-0001 24/7/365 Emergency Response ERS - National Headquarters 12001 Levan Road Livonia, MI 48150 F o r m o r e i n f o r m a t i o n a b o u t E R S v i s i t w w w. e r s - u s . c o m
Use your smart phone to scan this code or go to www.ers-us.com
November FEBRUARY2012 2013 -- 9 5
Customer Serv ice First LETTER OF RECOMMENDATION Dear Ken, I am writing you this letter to let you know of the excellent job Ken Matejek and his Servpro team from Plymouth, MA did on our home at the Jersey Shore following Hurricane Sandy. Our crawlspace and garage had been flooded and my wife was desperately trying to get a remediation service to come in before the water and silt sat for too long. Even though Ken was busy working on other jobs on our street, he quickly gave us a firm estimate and began work as soon as he was able. It is clear from his work that Ken is a caring person and takes pride in a job well done. Of all the contractors we dealt with in the wake of the storm, Ken and his team stand out in my mind as the most professional and most helpful. I know Ken and his team are still working in the area and I’m always sure to toot my horn and wave if I happen to see him on a job. He is welcome to a cup of coffee at our home anytime and I just wanted to let you know that Ken is a truly outstanding representative of Servpro. Sincerely, Paul
ERP TESTIMONIAL Sean with Servpro of Meriden has given me peace of mind when it comes to emergency preparedness at my hotel. Knowing that my team and I have access to the emergency plans with the click of a button gives me confidence that we would be prepared to deal with an emergency in a safe, efficient, cost effective manner. The Emergency Ready Profile was easy to set up and even provided my team with a refresher learning opportunity about the property. My company has several hotels and I’m so confident in this program I am going to share it with them so we can ensure all our properties are emergency ready. Thanks Sean! Laura Arneson General Manager
Hampton Inn Meriden-Wallingford
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Regionals 2013 Registration
Locations & Dates Baltimore, MD - March 1st Boston, MA - March 11th Norwalk, CT - March 13th Philadelphia, PA - March 15th Kansas City, MO - March 27th
Coming Soon to a City Near You: Regionals 2013! The 2013 Regional Meeting Calendar is set and preparations are in order for valuable networking opportunities, sharing of best practices and learning the current information on issues that most affect the success of our Franchise Community. New this year, we’ve added another meeting to the series for more flexibility in scheduling and travel. We will soon be in a city near you, so review the information below and register on ServproNET today! 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 Rhea Pulliam Training Assistant, Servpro Industries, Inc. Training Specialist, Servpro Industries, Inc. (615) 451-0200 ext.1806 (615) 451-0200 ext.1478 lwilson@servpronet.com rpulliam@servpronet.com
Please contact me with your comments, suggestions, and questions regarding the upcoming Regional Meetings. We welcome your input in order to make them most beneficial to you.
FEBRUARY 2013 - 11
Outlook Good: Cancellation Procedures
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Newsline - November 2012 by Jessica Carmack, National Call Center
Did you know a Magic 8 Ball has 20 different answers inside of it? Can you remember the number of times you received an infuriating response such as, “Reply hazy, try again later” and you felt compelled to chuck it across the room because you did not get the response you desired? There are many aspects of your job as Franchisees when you might feel like you are actually working with a Magic 8 Ball, instead of a customer or client, but when it comes to handling cancellations correctly the outlook is good!
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Magic 8 Ball Response: “Cannot Predict Now” There may be times when the SERVPRO® National Call Center will dispatch a job lead referral to your Franchise, only for you to discover another restoration vendor is on-site. The correct method for cancelling the job is as follows: 1. Notify the client so they are aware another vendor is servicing the customer. 2. For jobs dispatched to you via ScanER® XL: n Elect and notate the reason for cancellation. • Upload the job as canceled. 3. For jobs dispatched to you via XactAnalysis®: • Cancel the job on the Non-ScanER® XL Jobs Monitor via ServproNET®
Magic 8 Ball Response: “My Reply Is No” When you accept a job lead referral from the National Call Center and you determine you cannot service the customer, you must immediately notify the Call Center for reassignment by following these steps: 1. Do not upload the job as a cancellation. 2. Notify the Call Center of the turn back and speak with a Customer Service Representative by calling (615) 451-0600, option 2. 3. Once you have notified a Customer Service Representative of the turn back, delete the job from your estimating software.
Magic 8 Ball Response: “It Is Certain” For instances when the Call Center dispatches a job lead referral to your Franchise and you discover it is certain another SERVPRO® Franchise is already onsite, please follow these steps: 1. Notify the Call Center for reassignment and inform the Customer Service Representative if you know which Franchise is on-site. 2. For jobs dispatched to you via ScanER® XL: • Do not upload the job as a cancellation. • Delete the job from ScanER® XL.
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Words of Wisdom Our chief want is someone who will inspire us to be what we know we could be. - Ralph Waldo Emerson If your actions inspire others to dream more, learn more, do more and become more, you are a leader. - John Quincy Adams A leader is one who sees more than others see, who sees farther than others see, and who sees before others see. - Leroy Eimes A good leader is one who can tell another how to reach his or her potential; a great leader is one who can help another discover this potential for him or herself. - Bo Bennett A leader is a dealer in hope. - Napoleon Bonaparte People ask the difference between a leader and a boss. The leader leads, and the boss drives. - Theodore Roosevelt Effective leadership is putting first things first. - Stephen Covey
A leader is one who knows the way, goes the way, and shows the way. - John C. Maxwell The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant. - Max de Pree When the best leader’s work is done, the people say, ‘We did it ourselves.’ - Lao Tzu When people go to work, they don’t leave their hearts at home. We may live in a high-tech world, but leadership is still a high-touch job. - Lee J. Colan As we look ahead into the next century, leaders will be those who empower others. - Bill Gates The task of the leader is to get his people from where they are to where they have not been. - Henry A. Kissinger The true measure of the value of any business leader and manager is performance. - Brian Tracy
You cannot be a leader, and ask other people to follow you, unless you know how to follow, too. - Sam Rayburn Leadership and learning are indispensable to each other. - John F. Kennedy The growth and development of people is the highest calling of leadership. - Harvey S. Firestone The leaders who work most effectively, it seems to me, never say “I.” And that’s not because they have trained themselves not to say “I.” They don’t think “I.” They think “we”; they think “team.” They understand their job to be to make the team function. They accept responsibility and don’t sidestep it, but “we” gets the credit…. This is what creates trust, what enables you to get the task done. - Peter Drucker Leaders establish the vision for the future and set the strategy for getting there; they cause change. They motivate and inspire others to go in the right direction and they, along with everyone else, sacrifice to get there. - John Kotter