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November

2012

In this issue: 1 It ain’t over til it’s over 2 Customer Service First 3 Volume Leader/New Franchise 4 Personal Best/Words of Wisdom 5 Annual Trade Show/Chart Toppers 7 Kudos 8 Trade Shows 9 Smartphone App

SUN

T HE

SERVPRO® of Southern New England and New York

Protect your Passwords This list was developed from files of stolen passwords posted online by hackers. SplashData suggests if your personal or company passwords include any on this list to change them. Password 123456 12345678 abc123 qwerty monkey letmein dragon 111111 Baseball Iloveyou trustno1 1234567 sunshine master 123123 welcome shadow ashley football jesus michael ninja mustang password1

“It ain’t over til it’s over” ~ Yogi Berra Yogi Berra made this famous baseball analogy famous but it can be applied to the cleanup after Hurricane Sandy. The most devastated areas of the Tri-State area will be cleaning up for quite some time to come and certainly the aftermath may well linger into next year. There will be many challenges dealing with distressed customers, transportation logistics and many losses not covered by insurance. We strongly urge franchisees to ensure each customer end user and insurance carrier - is called back after mitigation and restoration services to ensure that customer’s satisfaction. In the rush to service many potential customers, we sometimes fail to ‘button-up’ the job before moving on to the next one. Too often small things overlooked lead to customer dissatisfaction, which can negatively affect future referrals, especially during slower periods of work when calls are really needed. Follow-up calls are an opening when dealing with commercial customers to ask how they are handling electronic, art, and documentation restoration, this is an excellent opportunity to offer additional services, strengthen your client bond as a reliable source for assistance, and at the same time make a substantial referral commission. When the rush is over ask for referrals, as your satisfied clients may be aware of commercial and residential friends, neighbors, and business contacts who may have microbial (mold) problems. This is a service that keeps a franchise busy for a long time, well after the emergency work has been completed. The commercial client who just experienced a loss is generally very receptive, due to the immediacy and experience of a disruptive loss; therefore, recommend the consideration of the Emergency READY Program in preparation for future events they may experience. Finally, remember that many of your mitigation customers will require reconstruction, opening the door to extended service. To summarize, implementing an effective customer service follow-up program in your franchise can yield additional work, provide opportunities for future work, and establish a more robust customer referral base. In our words, ‘It’s never is over even when you think it’s over’!


2 - SERVPRO® SUN

Influence Your Customer’s Answer to One Question The bar on customer service delivery has been raised. Customers’ expectations are high, particularly as they relate to response time—how quickly you respond to their needs, questions, issues and concerns. One question is powerful in predicting customer behavior... What is the likelihood that you would recommend SERVPRO to a friend or colleague?

A 5% increase in customer loyalty delivers a profit increase of 25–85%. James Heskett, Thomas Jones, Gary Loveman, Earl Sasser and Leonard Schlesinger of the Harvard Business Review, “Putting the Service-Profit Chain to Work”

Few companies can achieve or sustain high customer loyalty without a cadre of loyal, engaged employees. Engaged employees are enthusiastic about their work and their company. Their enthusiasm is contagious. It rubs off on other employees, and on customers.

You can’t be the best place to buy, if you’re not the best place to work. Fred Reichheld, in his book The Ultimate Question 2.0

1. Understand and meet individual customer needs and interests 2. Engage customers in their service 3. Work diligently to create an ownership mentality with your employees 4. Help employees identify with the company purpose, values, vision, and actions necessary to deliver on the purpose and build a loyal customer base 5. Organize employees as cross-functional teams 6. Measure effects and results, frequently Minimize hassles by keeping your customers under control The focus is on fixing things for customers involving occasional acts of exceptional customer service. Manage discontent by listening to the customer voice The focus is on creating and maintaining a customer service vision. Link employees to customers by empowering both customers and employees The focus is on pleasing the customer by building customer trust. The employee has the information they need to build good customer relationships. Promote community by creating a sense of community with your customers There is a high level of customer touch. Customer needs are anticipated. You are focused on becoming the ‘best’ leader in customer satisfaction.

Build a customer-focused culture Focus is on the employee front line as well as the customer and the customer’s customer. There is a well-developed and defined balance between profitability and customer loyalty. How are your customers answering the most important question? What is the likelihood that you would recommend SERVPRO to a friend or colleague? Excerpts from 5 Steps to a Better Customer Service Experience By Donna Stevenson owner of Boomer Match to Business

Helping people is at the heart of our business. Providing superior customer service is the main point of differentiation between you and your competitors. Make customer service your number one priority in three main areas: customers, clients, and your teams. Remember you are only as good as your last job.


November 2012 - 3

Top Ten Volume Leaders Gross Volume Leaders September 2012

Per License Average Volume Leaders September 2012

1

Dave Kluger

1,238,113

James Gibbs

236,292

2

Steve & Brenda Young

778,613

Doug & Lisa Jameson

227,308

3

Joe Pelli

387,619

Lance & Jennifer Harvey

218,592

4

Michael Reilly

377,297

Dave Kluger

206,352

5

John Maughan

332,728

Steve & Brenda Young

194,653

6

Charles and Donna Vingoe

254,352

Michael Reilly

188,648

7

James Gibbs

236,292

John & Shayna Luciani

176,608

8

Doug & Lisa Jameson

227,308

Mitch Kaikow & Stu Cleary

163,294

9

Lance & Jennifer Harvey

218,592

Thomas & Lisa Balcom

128,632

10

Rob Citrangola

213,400

Scott O’Donnell

128,264

PERSONAL BEST VOLUME MONTH - SEPTEMBER 2012 James Gibbs

SERVPRO of Egg Harbor/Ventnor City # 9090 ®

$236,292.39

Christopher Delfino PERSONAL

BEST

SERVPRO® of Fort Lee # 9808

$116,461.54


4 - SERVPRO® SUN

Words of Wisdom

Custom e r Se

rvice

First

Customer service should not be a department; customer service is everyone’s job. ~Ken Blanchard

The customer determines at the end of the day who is successful and for what reason. ~Jerry Harvey

When the customer comes first, the customer will last. ~Robert Half

There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else. ~Sam Walton, Founder of Wal-Mart

Unless you have 100% customer satisfaction… you must improve. ~Horst Schulz Customer service is just a day in, day out ongoing, never ending, unremitting, persevering, compassionate, type of activity. ~Leon Gorman, CEO L.L.Bean Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read Rule 1. ~Stew Leonard, CEO Stew Leonard’s The longer you wait, the harder it is to produce outstanding customer service. ~William H. Davidow Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. ~Peter Drucker

People forget how fast you did a job - but they remember how well you did it. ~Howard Newton If you work just for money, you’ll never make it, but if you love what you’re doing and you always put the customer first, success will be yours. ~Ray Krock You are serving a customer, not a life sentence. Learn how to enjoy your work. ~Laurie McIntosh There are no traffic jams along the extra mile. ~Roger Staubach SMALL DEEDS DONE are better than GREAT DEEDS PLANNED. ~Peter Marshall

New Franchise Contact Information: Kevin Muro & Patrick M. Muro SERVPRO® of East Meadow/Westbury #10115 200 Shames Drive, Suite 1, Westbury, NY 11590 Phone: 516.334.2927 Fax: 516.333.0598 Operating Territory: The bounded area in Nassau County, New York that is described as the entire Hamlets of East Meadow, Salisbury, New Cassel, Carle Place and the entire Villages of Westbury, Old Westbury and East Hills...

H E L LO

Introducing

New Franch ise

Kevin Muro & Patrick M. Muro SER

VPRO ® of E ast Meado w/ Westbury #10115


November November 2012 2012 -- 5

Annual Trade Show/Demonstrations & Awards Banquet Saturday, December 1, 2012

Chart Toppers June 2012 Associated Revenue Cleaning Commercial Sepe

GUEST ROOMS

Cleaning Residential

Contact Foxwoods (1-800-FOXWOODS) by Friday, November 9 to make your room reservations. Ask for the Servpro rate of $219 per night. The Servpro rate will not be honored if reservations are made after November 9.

Duct Commercial

All guest rooms are located in the Grand Pequot Tower, NOT the MGM Grand. (GPS: 39 Norwich-Westerly Road, Ledyard, CT)

Mattos

AGENDA (The Trade Show is a Mandatory Area Meeting)

Fire Residential

9 am-1 pm: Vendor Demonstrations (Bus. Casual)

Luciani

• This year’s event features the addition of individual Vendor Demonstrations prior to the Trade Show. They will commence at 9 am. Each demonstration will run 45 minutes. Participating Vendors/locations will be announced. 1-4 pm: Trade Show (Mandatory) – Grand Pequot D (Bus. Casual) • Note that the Trade Show is a Mandatory Area Meeting for Owners. Feel free to bring as many of your staff as you would like.

Mattos Duct Residential Fire Commercial

In-house Construction Young Mold Commercial Mold Residential Maughan Johnson

6-7 pm: Reception – Grand Pequot C (Bus. Casual/Semi-Formal)

Resale Rookie

7-10 pm: Awards Banquet & Door Prizes – Grand Pequot C

Rookie

• Feel free to invite staff members to join you for the Banquet; however, Owners must be present with their staff member(s). Cost for additional staff members is $75 each, payable to Robkat, Inc.

Current Vendors

Bregman & Lieblein Subcontract Water Commercial Mattos Water Residential D. Kluger Young Total Volume Young D. Kluger


4 - SERVPRO速 SUN

The Cost Effective Solution for Art and Collectible Claims ART - Art Recovery Technologies specializes in restoration of a wide range of valued art pieces. ART also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork. Let our staff of experts simplify your fine art or collectible claim. We ensure prompt, accurate and confidential 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 www.artrecoverytech.com

Use your smart phone to scan this code or go to www.artrecoverytech.com


6 - SERVPRO速 SUN

November 2012 - 7

Job File Audit Scorecard M-T-D Score

99.0%

Q-T-D Score

99.0%

Y-T-D Score

98.6%

6-Month Score 99.3%

S O UD

K

M-T-D Score

98.7%

Q-T-D Score

98.8%

Y-T-D Score

98.3%

6-Month Score 98.1%

KUDOS to Michael Logue and Patrick & Kathleen Logue, SERVPRO速 of Atlantic City/Hamilton/Hammonton # 9683 and SERVPRO速 of Haddon Heights/Voorhees # 9162 on their SUPERIOR Job Audit Scores. These are excellent examples of what Franchisees should be striving for in their Job Audit departments. High scores mean less time spent on corrections, thus providing more time to pursue business growth goals!


Trade Shows

Thinking about hosting a booth at a trade show? That’s a great idea! The trade show provides the opportunity for buyers and sellers to interact with each other on the same platform. It allows your franchise to connect with existing and new or potential buyers. It also allows you and your Sales and Marketing Representatives to meet the decision-makers who might not have time to meet during a routine sales call, but go to trade shows to stay up to date with developments within our industry. A trade show reduces the cost per sale instead of approaching centers of influence one by one. You can also gather market intelligence on the emergency management, restoration, and construction industries. This will give you an opportunity to learn about local competition and the market in general. By observing the booths of competitors and examining their products or resources, your office can obtain a better understanding of their position in the market and how to compete against competitors (consider a booth with your neighboring franchisees) in a better way. Thinking about attending a trade show? Another great idea! Those who attend trade shows can also benefit by discovering new brands, products and services. You may also get better deals on these products and services, as compared to buying them on the market. However, both owners and managers should be well-prepared before going to a trade show. Making a list of the items or services you want - before going to the trade show - will help keep you focused. Once you know what you’re looking for, research prices for that item or service online, or in industry catalogues. Comparing online or catalogue prices with the prices offered at a trade show will ensure you’re getting the lowest possible price before purchase. Saving money on

the products you want is the number one benefit for consumers at trade shows. Are you still on the fence about trade shows? Think about how your special position in the industry, advances and upgrades in equipment and standards can help distinguish your franchise and make SERVPRO® the logical choice for customers and centers of influence. Trade shows offer a great platform for Your Franchise to introduce new goods to the market, especially those for which you are still establishing sales potential. Thermal imaging can be the ‘new goods’ in the restoration industry. For instance, when a project manager is called to an emergency jobsite, he/she is quickly able to decipher ongoing water migrations and leaks—most of the time without even having to remove a wall or structure. When determining how much of a floor has been damaged by water, a thermal imaging camera can reveal the affected areas. With thermal imaging cameras, general contractors are able to save time in determining the source of the problems without demolition. Therefore, the less demolition involved in resolving issues results in more money savings for the client and less downtime for the recovery process. Infrared inspections of homes and buildings command a premium price and the use of infrared is often specifically requested. Adding thermal imaging to your service offering means you can charge more and get more jobs. Working faster using infrared means you will be more productive and reduce costs. Cost reductions also come in the form of energy savings and extended asset life, such as commercial roofs. Thermal imagers provide a means to capture visible proof before and after repairs have been made and having concrete infrared evidence reduces uncertainty during litigation.

The Emergency Ready Plan (ERP) is another valuable tool to market Your Franchise as the right choice for industryleading service. By informing customers and centers of influence of the benefits of the ERP, you distinguish your business as a restoration company that is also helpful before a disaster strikes. Still not convinced? Consider these additional ideas on your drive to Foxwoods Resort and Convention Center and the Annual Trade Show on December 1, 2012. It’s a great idea... See you (and your key personnel) there!

• Generating sales leads • Generating actual sales at the show • Enhancing your image and visibility • Reaching a specific audience • Establishing a presence in the marketplace • Improving the effectiveness and efficiency of your marketing efforts • Personally meeting your customers, competitors and suppliers • Prospecting for new customers • Introducing new products and services • Demonstrating your product in ways not possible using other marketing channels • Educating your customers and centers of influence


November 2012 - 7

The new Smartphone App and Web versions of the Emergency Ready Program are now available. To learn more or access, please visit servpro.com/ready. This page will include all material related to the ERP as each gets developed. Phase One includes the Emergency READY Profile which is targeted at small to midsized business properties of 100,000 square feet and less. The Profile is designed to be a quick and easy snapshot of each business providing your client with the critical facility information needed for emergency preparation. Below please find the following: 1) ERP Form Instructions (Word 2003 and earlier) (Word 2007 and later) This is an internal document that will give you instruction on how to work within the ERP Form. It describes how to unprotect the document for adding information and inserting photos and how to protect the form in order to tab through the fields for quicker input. 2) ERP Ready Field Form (Word 2003 and earlier) (Word 2007 and later)This should be used on your walk through visit to write in the information about the building. This form is easier to use for writing in data and will serve as a reminder to take photos of certain areas of the property. 3) ERP Ready Form This is the complete Emergency READY Profile form that will be delivered to the client as a final document.

4) ERP Ready Form (No Page Numbers) This is the same document as the Emergency READY Profile but without page numbers in the event you need to sort the pages differently for a particular client. 5) ERP Sales PowerPoint and Facilitator Guide The ERP Sales PowerPoint can be used during a client presentation to help walk them through the Features, Advantages and Benefits of the SERVPRO速 Emergency READY Profile. The Facilitator Guide will assist you in preparation of your presentation and serves as a guide in questions to ask and ways to present each slide of the PowerPoint. 6) ERP Prospect Letter (Pre Approach Letter) This letter can be customized with your Franchise Information and used to send to area prospects in advance of a phone call. It is recommended to send out this letter and follow up a week later with a phone call to schedule an ERP presentation. During the presentation you can use the ERP PowerPoint to help support your efforts. A sales flyer and brochure are coming soon to also help support this effort. 7) ERP Sales Flyer This flyer can be downloaded and printed to be sent with the ERP Prospect Letter (above) to help secure an appointment.

Continued on page 10

SERVPRO Training 速

SERVPRO速 of

Crew Training

Water Certification

Fire Certification

Binghamton East

Zachary Evans

Zachary Evans

Zachary Evans

Binghamton East

Sarah Munley

Sarah Munley

Sarah Munley

Adan Lom

Adan Lom

Adan Lom

Upper Cape Cod & The Islands

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

Carpet & Upholstery Certification


10 - SERVPRO® SUN

Continued from page 9 8) ERP Delivery Folder and Shut Off Valve Tag Ordering Information 9) Weather Alert Terminology Supplemental Document This can be downloaded and used as an added value delivery (placed in the vertical side pocket of the folder). It gives information on all types of weather alerts, watches and warnings. 10) Flood Tips/Checklist Supplemental Document This can be downloaded and used as an added value delivery (placed in the vertical side pocket of the folder). It gives tips on mitigating flood and water damage. Other damage type checklists to be available soon. 11) ERP Ready Form .pdf Format This is a version of the main ERP Ready Form that can be opened on a mobile device, such as the iPad, with apps like Notetaker HD. 12) ERP Field Form .pdf Format This is a different version of the main ERP Field Form. It allows users with Office 2007 and 2010 to open and print. It can also be opened and used on a mobile device, such as the iPad, with apps like Notetaker HD.

13) ERP Brochure Ordering Information 14) ERP eLearning The latest eLearning on the marketing approach to selling the ERP. Includes why you should feature the ERP as a marketing tool and the steps to go about selling it to a potential client. 15) ERP Samples This link contains complete ERPs from the field and are examples of different ways to use the ERP for varying COIs. It also demonstrates ways to expand the ERP for providing additional information. 16) Mobile APP Ready Plan Marketing Flyer This link will allow you to download a flyer that can be used to help market the Mobile App Ready Plan. It is highly recommended once you download the ERP Form to meet with your staff and get acquainted with the document by doing an ERP on your own office. This will help educate everyone on how to walk through a property and the final document will serve as a sample delivery that you can share with your potential ERP clients during the initial meeting. It will also ensure your clients that you have a plan in place to continue operation in the event of an area-wide disaster that might affect.

The Advertising Resource Guide is your reference to advertising policies, graphic design standards and sample print advertisements. This Advertising Resource Guide replaces the 2011 Advertising Resource Guide. The 2012 Advertising Resource Guide provides SERVPRO® policies and standard operating procedures for advertising.

“Every employee, every uniform and every truck sends a vital branding message to our customers ... Make it a positive Brand message!”

In addition, the Advertising Resource Guide Web pages provide Franchisees with preapproved advertisements consistent with and supporting the National Advertising Campaign. Franchisees must comply with the guidelines in this publication by January 31, 2012. WHY IS BRAND AWARENESS SO IMPORTANT? • Consistency Builds a Brand • Brands Build Trust • Trust Builds Relationships • Relationships Build Revenue IS BEING THE BRAND MORE THAN JUST CONSISTENT ADVERTISING?

“Every employee, every uniform and every truck sends a vital branding message to our customers...Make it a positive Brand message!” Rick Isaacson, Executive Vice President


ELECTRONIC RESTORATION SERVICES

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


The Industry Leader in Complete Document, File and Paper Restoration Services DFD – Document Restoration Services’ capabilities range from document freeze drying, copying and file folder replacements to mold spore removal. DFD has the most advanced freeze drying capabilities and our team is equipped and trained to handle/process any job with the utmost urgency and care. DFD is ISO 9001:2008 Certified and HIPAA compliant. In the event the customer is in need of any of their records during processing, DFD has the capability to retrieve, scan and e-mail individual files upon customer request.

DFDs’ Custom Designed Vacuum Freeze Drying Chamber

Water Damaged Files

DFDs’ In-House Copying/Scanning/Printing Center

Smoke Damaged Files

File Re-Building

DFD Offers the Following Full-Service and Complete Document Reclamation Services: • Mitigation - Capture and Assess Damage • Drying - Chamber and Freeze Drying • Restoration - Cleaning and Treatments • Duplication/Reproduction - File Copying and Re-Building

DFD Expertise in Restoring: • Medical and Dental Files • Legal and Accounting Records • Library and School Books • Engineering and Architectural Drawings • X-Rays and Microfiche • Electronic Media

National Hot Line: 888-217-3418

Use your smart phone to scan this code or go to www.documentfreezedrying.com

24/7/365 Emergency Response

DFD - National Headquarters 11847 Levan Road Livonia, MI 48150 For more information about DFD visit www.documentfreezedrying.com


SERVPRO SUN