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In this issue: 1 2 3 4 5 6 7 8

Ready Plan App Personal Best Volume Leaders Psychometric Calculator Chart Toppers, Kudos Customer Service First Training, EXPO Connecting? In My Cubicle and Out



SERVPRO® of Southern New England and New York

Words of Wisdom Weather is a great metaphor for life sometimes it’s good, sometimes it’s bad, and there’s nothing much you can do about it but carry an umbrella. ~Terri Guillemets

There is little chance that meteorologists can solve the mysteries of weather until they gain an understanding of the mutual attraction of rain and weekends. ~Arnot Sheppard

When snow falls, nature listens. ~Antoinette van Kleeff

The snow doesn’t give a soft white damn whom it touches. ~e.e. cummings

Where does the white go when the snow melts? ~Hugh Kieffer

Snowflakes are one of nature’s most fragile things, but just look what they can do when they stick together. ~Vista M. Kelly

The coldest winter I ever spent was a summer in San Francisco. ~Mark Twain, attributed

The wind shows us how close to the edge we are. ~Joan Didion

When it snows, you have two choices: shovel or make snow angels. ~Author Unknown


Yeah, there’s an App for that! By R. C. Willis As the Smartphone revolution continues to modernize the way American companies and consumers interact, SERVPRO has created and released an application compatible with all major Smartphone operating systems that will bring ease and convenience to potential Centers of Influence. The SERVPRO Ready Plan Mobile App is an emergency preparedness tool for home and business owners, property managers, risk managers, and facility management. The Ready App allows the Center of Influence the expediency of creating a profile with all relevant information about the facility – size, location, contacts, etc. – prior to the emergency situation. This allows a seamless communication of information from the customer to the SERVPRO associate at a time when every minute counts. March signifies the beginning of severe weather season, the introduction of the Ready App to your Centers of Influence will serve as a reminder that the winter is not yet over. This is a way to let your customers know that your business is thinking about how to help them in the event of a storm situation, and that the SERVPRO system is working tirelessly to make easier the process of Continued on page 2


Personal Best

January 2012

SERVPRO® of Waterbury/New Haven

Steve & Brenda Young


SERVPRO® of Meriden

John & Shayna Luciani


Dion & Lynn Luzzi


Richard Fevola


Bill & Beth Russell


Robert Allen


Frank & Rhea Formisano


David & Patricia Harrison


Thomas Irvolino III


SERVPRO® of Washington County SERVPRO® of The East End SERVPRO® of Upper Cape & The Island SERVPRO® of N W Brooklyn SERVPRO® of Piscataway SERVPRO® of Nutley/Bloomfield SERVPRO® of Teaneck

Continued from page 1

connecting customers with the premier service providers in the region. If a Facility Manager has the availability of a program that allows her to give pinpoint direction to an Emergency Response Team, she will be more likely to use that service over a competitor that she must attempt to contact, then relay relevant information, then meet onsite to direct. When the difference between a 20-minute response time and a 40-minute response time could mean the difference between an institution closing for the afternoon or for the week, the decision-maker at that institution will undoubtedly choose the service provider that can offer the more expedient restoration. In this situation, price will often be the second or even third consideration. This does not give franchise associates a green light to over-charge the customer or the insurance carrier, but it does allow SERVPRO to use the best practices and not be concerned that those expenses will not be recuperated. When a homeowner knows they can connect to SERVPRO with the touch of a button, it frees their mind to focus on safeguarding their family and protecting valuable home goods in case of a fire or water emergency. The perceived value added, along with the actual value added, will support the confidence in previous customers, and inspire confidence in future customers. SERVPRO production methods, administrative practices, and marketing efforts continue to evolve to meet the changing demands of the marketplace. The introduction of the Ready App represents the latest step in SERVPRO’s continued commitment to being a leader in the emergency management and disaster restoration field.

The App is available at

March 2012 - 3

Top Ten Volume Leaders Gross Volume Leaders January 2012

Per License Average Volume Leaders January 2012


D. Kluger


John & Shayna Luciani



Steve & Brenda Young


Steve & Brenda Young



Joe Pelli


Scott O’Donnell



John Maughan


Lisa & Douglas Jameson



John & Shayna Luciani


Lance & Jennifer Harvey



Franck Mattos


Gil & Sheryl Morrissey



Gil & Sheryl Morrissey


Greg & Allison Geaski



Mike Reilly


Mitch Kaikow & Stuart Cleary



Dion & Lynn Luzzi


Mike Reilly



Brad & Barbara Johnson


D. Kluger


Free Psychrometric Calculator for iPhone and Android The Sycorp Calculator App provides quick and easy access to a number of calculations used in Restoration, Construction, and Indoor Air Quality industries. • Easy to use, quick access for use on job sites • Great for water technicians, supervisors, and insurance adjusters • Based on IICRC formulas. • Instant calculations and optimized screens mean fast calculations.

• Construction/Restoration - how many BTU’s needed to heat an area to a specific temperature • Construction/Restoration/IAQ - How many HEPA air units needed for specific Air Changes per Hour (ACH) • Power Calculations - how many kW of power needed, run time costs includes Manufacturer specs on latest models of dehumidifiers and HEPA Air Filter/Negative Air Machines. Also includes Definitions for common terms and acronyms.

Calculations include: • Water Damage Restoration - dehumidifiers and air movers needed on a job based on Class of Loss and size of area. Also how many gallons of water in a given area. • Water Damage Restoration - Psychrometric calculations: Calculate Grains per pound (GPP) specific humidity, dew point, grain depression

iPhone App: Android App:


Severe Weather Readiness March signifies the beginning of severe weather season. Now is the time to prepare your team for potential severe weather damage in your community. It is also a great time to safeguard you own facility by ensuring you have your own plan in place. Complete an ERP of your building and proactively review the Storm Process Checklist.

Chart Toppers

October 2011

Associated Revenue Cleaning Commercial Cleaning Residential Duct Residential Duct Commercial Fire Commercial


Fire Residential In-house Construction


Mold Commercial


Mold Residential

Vingoe Maughan Dion

Resale Rookie




Subcontract Water Commercial

Sepe Morrissey

Water Residential

D. Kluger Young

Total Volume

Sepe D. Kluger Young

Sales & Marketing Jessica Vaughn-Weekly e-Zine: Marketing Ideas

Casey Gravlee, Marketing Representative for SERVPRO® of Macon East (GA), shared a marketing promotional giveaway idea they recently used in their Franchise. “Last year, we delivered ‘flu packs’ to clients consisting of a customized SERVPRO® hand sanitizer, lib balm and a handful of cough drops. It was so well received by our contacts that we decided to pass flu pack out again this year. We ordered customized hand sanitizers and lip balms as before but instead of cough drops, we purchased travel tissues from Publix and stuck a SERVPRO® sticker on each one. We absolutely love how they came out. We ordered the cello bags from Nashville Wraps and had the green and white ribbon leftover from last month. Flu packs are such an easy and fairly inexpensive monthly ‘goodie’ for our clients, as flu season has largely affected many people that I call on already!” Clayton Barry with SERVPRO® of Belmont/San Carlos, SERVPRO® of San Leandro and SERVPRO® of Stockton (CA), shared the following activity. “A fleet of four collectible boxes were built in plywood and painted to look like SERVPRO® box trucks with vinyl lettering providing our name recognition. These distinctive ‘collection boxes’ were placed in insurance and real estate offices throughout our territory. The box trucks for boxed foods were left in each office for one week. Once the donated food was retrieved, the now empty ‘truck’ was placed in another willing office in the community. By participating in the food drive we were able to solidify a positive relationship with many of our COIs. Imagine the powerful and effective Brand awareness that developed by having miniature SERVPRO vehicles in the lobbies of insurance agencies and large real estate firms. We have received community recognition for this endeavor and that translates to ‘good press’.”

March 2012 - 5

Customer Serv ice First Hi Joe, My name is Al. I had a water heater fail on me Saturday, February 4, 2012. I woke up around 8 am and found my totally finished basement to be flooded throughout. I quickly turned the water off and called my insurance company. State Farm made the call to SERVPRO. I am going to be honest; I am not the type of person that likes to hire contractors to do work on my home. I am a very handy person but seeing the amount of water in my house, I knew I was going to need help with this one. I was very nervous about the type of guys that were going to come into my home because I knew this was going to take a few days to resolve. Within a few hours Servpro was here and ready to tackle the disaster I had waiting for them. When SERVPRO arrived and I met Greg Clark and his crew, I was relieved to see a professional looking crew. Greg and his crew introduced themselves and went right to work. Greg started to explain the process from start to finish. When Greg was done explaining everything, I was quite impressed by the way he explained everything. He did this in a manner where someone who is not in this type of business can understand it. No big words and chemical names that I have no clue what they do. Just explained everything in detail. My wife is 7 weeks pregnant and when I told Greg this, he assured me that any chemicals that were put in my basement were not going to affect her in any way. And then informed his guys of this right away. I then asked Greg if there was anything I can do to help and they assured me they would take great care of “everything”. Normally when someone hears this from a contractor, the nerves start to roll. I have to say they actually took FANTASTIC care of everything. I didn’t have to lift a finger. From moving the furniture and placing everything on blocks off the floor, removal of the carpet and padding, the extraction of the water. Your guys truly did everything. And everything Greg and the crew said that was going to be done, was done, These guys know their work. They were even right on with the estimated time this process was going to take. I cannot say enough about Greg and his crew. From the very start, the politeness, the understanding, the informativeness, the knowledge, and the professional appearance through this 3-day process has by far turned a disaster situation for me to an experience if I had to go through, I was glad to have SERVPRO by my side. These guys are a great asset to your company. I felt very comfortable with in 5 minutes of meeting these guys, having them in my home. I knew right from the start I can trust them being in my home. If in the event I ever need services like this again in the future. I would not think twice about calling SERVPRO. Thank you very much for your time in reading this email. And again, thank you for all your services and everything you do with your employees to ensure the they have the training and knowledge to handle these situations. It really does make a difference knowing someone else you can trust is going to take care of everything. Your New Customers for life, Al and Melissa

Reply from Joe Sangiorgi – SERVPRO® of NW Monroe County Thanks for making my day, it’s always nice to read or hear this from time to time. My guys always try to do the best they can but sometimes it’s hard to make a customer perfectly happy when their home is a mess. I’m going to print this and hang it on the office wall so everyone can read this. I know it will make their day as well and make them feel they made a difference for you. Thank you, Joe


SERVPRO Training ®


Crew Training

Binghamton East

Erika Pereira

Binghamton East

Sarah Munley

Central Union County

Piotr Matosiuk

Northeast Queens

Jesse Angione

Northern Sussex County

Yasmin Santiago

Northern Sussex County

Arnt Rikardsen

Scarsdale/Mt Vernon

Water Certification

Fire Certification

Carpet & Upholstery Certification

Eric Neun

The East End

Gregory Haile

The Farmington Valley

Michael Wilcox

The Farmington Valley

Dareem Maynard

Upper Cape Cod and The Islands

Timothy Grungo

Upper Cape Cod and The Islands

Moises Lom

Upper Cape Cod and The Islands

Adan Lom

Dareem Maynard

Dareem Maynard Dareem Maynard Timothy Grungo

We extend congratulations and best wishes to those receiving their SERVPRO® TRAINING CERTIFICATES

2012 New York EXPO

May 2-3, 2012

At our FFA meetings several franchise Owners requested we resend the New York XPO information. The Marketing Club and/ or proactive franchises may choose to pool resources and share a booth. We recommend that you research the show demographics and other trade show exhibitors to determine if exhibiting will provide a good return on investment of time and money. A Long Island franchise will need to step up and provide the coordination and leadership for the event to be successful. With the Servpro focus on commercial marketing, this type of event along with direct contacts, ERP plans, and business associations’ involvement, should be at least worth consideration. The Owner, SMM, or lead SMR can click on the ‘Save the Date’ link for more information/costs/etc.

March 2012 - 7

Connecting? Hello, Have you been connecting? SERVPRO® Convention has passed and the winter is warm. I sit here today taking a leap connecting with you; I would like to show you how connecting worked for me. I have been reflecting through my convention experience. I remember Fred Cohn walking with me saying, “Work hard and success will come.” I think about Kevin Brown’s speech Aspire, Risk, Transform, and about what his mother told him, “Be everything you were born to be!” I recently had a reality check on a fire claim; I was not being everything I was born to be at an insurance jobsite, maybe there wasn’t enough supervision; maybe there was some substandard cleaning and packing, but the bottom line was the client and insurance company were not 100% happy with our work. I reached out to fellow SERVPRO® Owner, Joe Pelli, whom I had only met at training conferences. I explained the situation to Joe and he quickly established a meeting with all parties involved, as he has well-established connections with the insurance company. Joe put his name on the line to help me, used his experience, and trusted in me to a resolve this matter, and Team Green came together as one. Although our convention theme is to connect with more Centers of Influence and get out of our offices to accomplish this, you may want to think about where you have connections, where you need to have them, and maybe grab lunch with your fellow SERVPRO® Owners. An unexpected connection helped me. ~ Dion Luzzi

2012 Connecticut Business EXPO

June 7, 2012

We are passing this information along to all Connecticut franchises that may have an interest in pooling resources and sharing a trade-show booth. We recommend that each franchise research the show demographics and other trade show exhibitors to determine if exhibiting will provide a good return on investment of time and money. Either the Connecticut Marketing Club or a franchise will need to step up and provide the coordination and leadership for the event to be successful, should anyone wish to participate. With the Servpro® focus on commercial marketing, this type of event along with direct contacts, ERP plans, and business associations involvement, should be at least worth consideration.

The Cost Effective Solution for Art and Collectible Claims Art Recovery Technologies, Inc. specializes in restoration of a wide range of valued art pieces. A.R.T. also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork. Let our staff of experts simplify your ďŹ ne art or collectible claim. We ensure prompt, accurate and conďŹ dential performance that will satisfy the most discriminating collector or insurance professional.

Professional Restoration Services: Paintings Works on Paper Sculptures Photographs

Museums Historical Documents Fine Antiques Taxidermy

Textiles Collectibles Ceramics Murals/Mosaics

National Hot Line: 800-227-0796 24/7/365 Emergency Response ART - National Headquarters 11847 Levan Road Livonia, MI 48150 For more information about ART visit

Use your smart phone to scan this code or go to

March 2012 - 9

In my

C u b I c l e and out...

By Melanie Hackney


This is Especially for Owners This is a home screen for Franchise Owners ~ ServproNET®! This is what you, the Owner, should peruse first thing every morning, throughout the day for all those pesky questions, and before checking the Audits, turning out the lights, and locking the doors. Franchise Owners can find answers to many of the questions they typically call into our office with ease by reading what is on the Home Screen of ServproNET® and following the instructions listed there! Yep! Really, we checked it out. Questions asked via phone calls and/or e-mails to us can usually be answered by clicking on an information item or button and reading the information for Owners and their Staff contained on the information screen. We thought you would like to know, we get our information, almost exclusively, from ServproNET®! From SERVPRO® Acronyms, Regional/meeting schedules and information, Bulletins, online Manuals, MSDS, Equipment and Product order numbers, to National Accounts, Newslines, and top ten What’s New items and so much more. We love to help you when you cannot find the answers to your questions there. Our job is to help Owners and their Staff improve office efficiency and perform at optimum levels, and we aim to please!

of Southern New England & New York




Believe In A Dream Grow Relationships Share The SERVPRO® Story Be Financially Frugal Follow The System

To Help Entrepreneurs Succeed

To develop a team of quality people who focus on excellent service, fairness, and mutual respect.

VISION To be the premier cleaning and restoration company in the world

• 24/7 Emergency Response • On-Time Deliveries • Highly-Trained Professionals • Disaster Response Units



A guaranteed partner in any emergency. Sunbelt Rentals is a national, full-service rental company operating a large network of locations in 34 states and D.C. As a business partner, we are committed to meeting or exceeding your expectations, whenever you need equipment, service, or straight-talk advice. That’s how we do business. And we guarantee it.

800-508-4760 24/7 THE “NO SWEAT”


Satisfaction . Delivery . Service . Availability . After-Hours Response

The “No Sweat” Guarantee is a service mark of Sunbelt Rentals, Inc. ©2012


March 2012 edition of the SERVPRO SUN.