MAY/JUNE 2016
In this issue: 1. All In 2. WHAT A STORY!!! 3.-4. Words of Wisdom 5. Reading, Top Ten Volume Leaders 6. Personal Best Volume Month 7. Chart Toppers/CEO Award Winners 8.-9. Kudos, Volunteer Recognition 10. Birth Announements, % of Your Workweek 11. Proper Use of the Brand 12. All In-July & August 13. Updated Product Order Form
May
June
SUN
THE
SERVPRO® of Southern New England and New York
2 - SERVPRO® SUN
No one tells your story better than a satisfied customer. Build Trust – Show Integrity – Keep your Promise!
WHAT A STORY!!!
Date: May 3, 2016
Subject: Silver Bars
Gus Calliste
The homeowner was in Arizona when she got the call that there was a fire in her townhouse in River Vale, New Jersey. Servpro of PARAMUS/NORTHEAST BERGEN COUNTY was called in to do the emergency board-up and later to clean some of the structure, any salvageable contents, and to perform the demolition in other areas. We had been in the townhouse numerous days but could not get into the utility room due to the structure of the kitchen floor above being compromised. Eventually after the area was secured, we began cleaning the utility room. During cleaning, one of our technicians (Gus Calliste) found 5 cardboard boxes, small but heavy. He opened the first one and discovered a solid silver bar; it weighed 100 Ounces and was marked 99.999 pure silver. Gus opened the remaining four boxes and found the same solid silver bars in each one.
Gus took a picture and sent it to our owner, Tony Palumbo. The picture only showed four silver bars. Tony called the homeowner and told her we found four solid silver bars. She wasn’t even aware they were there but she was very grateful. She also misunderstood Tony and thought they were one-ounce silver bars. Gus came back to the office and turned in the 5 silver bars. We cleaned the soot from the silver bars and made arrangements to return it to the insured/homeowner. The day we arrived at the scheduled appointment she wasn’t home. Our technician Mike Johnson called her cell phone and she said she was stuck at the Verizon store in Hillsdale. Mike told her not to worry and he drove the big green truck out to meet her. She was absolutely shocked to discover they were 100 ounces each and that there was 5 not 4. Mike handed over the 5 bars, 100 ounces each to a delighted homeowner. 500 ounces at about $17.43 an ounce was a nice ($8,715) and very unexpected surprise. She couldn’t stop thanking Gus and the crews that had been working in her house for their honesty. This was definitely one of our more interesting finds at a jobsite. Lastly, for the record, she was grateful for the job we did in her home to get her on the road back to getting her home and life restored. SERVPRO of Paramus/Northeast Bergen County was happy to assist. See Gus and the rest of our staff at SERVPRO of Paramus/Northeast Bergen County on our website www. servproparamus.com Regards, Tony D’Arco SMM/Estimator/Project Manager Servpro of Paramus Servpro of Northeast Bergen County
MAY/JUNE 2016 - 3
Words of Wisdom No one tells your story better than a satisfied customer. Build Trust – Show Integrity – Keep your Promise! Make the customer the hero of your story.
– Ann Handley You never get a second chance to make a first impression.
– Will Rogers The customer’s perception is your reality.
– Kate Zabriskie The reputation of a thousand years may be undermined by the conduct of one hour.
– Japanese Proverb You’re serving a customer, not a life sentence. Learn how to enjoy your work.
– Laurie McIntosh The best advertising you can have is a loyal customer spreading the word about how incredible your business is.
– Shep Hyken It’s easier to love a brand when the brand loves you back.
– Seth Godin Make a customer, not a sale.
– Katherine Barchetti When the customer comes first, the customer will last.
– Robert Half To give real service you must add something, which cannot be bought or measured with money, and that is sincerity and integrity.
– Don Alden Adams Customer service is not a department, it’s everyone’s job.
– Ken Blanchard Customer service is the new marketing. – Derek Sivers Today, providing customers with outstanding customer service is essential to building loyal customers and a long lasting brand.
– Jerry Gregoire It is not the employer who pays the wages. Employers only handle the money… It is the customer who pays the wages.
– Henry Ford
4 - SERVPRO® SUN
Words of Wisdom
cont...
If you a make a sale, you make a living. If you make an investment of time and good service in a customer, you can make a fortune.
– John Rohn If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.
– Shep Hyken In looking for people to hire, you look for three qualities: Integrity, intelligence, and energy. And if they don’t have the first, the other two will kill you.
— Warren Buffet Don’t reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what’s right. There’s nothing magical about this. To make it work, you have to live it every day. Make it your mindset.
– Robert Spector Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, ‘What’s in it for me?’
– Brian Tracy A great man is always willing to be little.
— Ralph Waldo Emerson There are seven things that will destroy us: Wealth without work; Pleasure without conscience; Knowledge without character; Religion without sacrifice; Politics without principle; Science without humanity; Business without ethics.
— Mahatma Gandhi Your reputation and integrity are everything. Follow through on what you say you’re going to do. Your credibility can only be built over time, and it is built from the history of your words and actions.
— Maria Razumich-Zec Always do right. This will gratify some people and astonish the rest. “I am different from [George] Washington; I have a higher, grander standard of principle. Washington could not lie. I can lie, but I won’t.
— Mark Twain
MAY/JUNE 2016 - 5
READ READ GOOD BOOKS ENCOURAGE YOUR CHILDREN TO READ GREAT BOOKS LEAVE A LEGACY OF LOVING LITERATURE
PER LICENSE AVERAGE VOLUME LEADERS April 2016
GROSS VOLUME LEADERS April 2016 1,050,778
1
Lisa & Doug Jameson
907,753
Doug & Lisa Jameson
907,753
2
Antonio Senese
404,037
3
Allen & Susan Randolph
766,109
3
Ralph & Noemi DiCristofaro
363,328
4
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
736,341
4
Robert Citrangola
289,416
5
Robert Citrangola
578,833
5
Risa Kluger
281,295
6
John Maughan
572,747
6
John & Shayna Luciani
270,125
7
Risa Kluger
562,591
7
James Gibbs
268,379
8
John & Shayna Luciani
540,250
8
John Majeski
242,243
9
Frank Mattos
535,992
9
Greg Geaski
235,258
10
Michael Keating
504,162
10
Beth & Bill Russell
239,255
1
Dave Kluger
2
6 - SERVPRO® SUN
PER LICENSE AVERAGE VOLUME LEADERS May 2016
GROSS VOLUME LEADERS May 2016
Personal Best Volume Month
1,182,689
1
Lisa & Doug Jameson
Allen & Susan Randolph
720,928
2
James Gibbs
500,088
3
Lisa & Doug Jameson
690,105
3
Ralph & Noemi DiCristofaro
374,711
4
Dion & Lynn Luzzi
579,772
4
Dion & Lynn Luzzi
289,886
5
Frank Mattos
557,023
5
Thomas & Lyn Braun
272,711
6
John & Shayna Luciani
528,380
6
John & Shayna Luciani
264,190
7
James Gibbs
500,088
7
Scott & Lisa Smith
261,941
8
Michael Keating
466,041
8
Risa Kluger
225,311
9
Risa Kluger
450,622
9
Chris Delfino
203,010
10
Herman & Catalina Glaser
419,552
10
George & Lorraine Collins
201,504
1
Dave Kluger
2
APRIL 2016
MAY 2016
690,105
MAY/JUNE 2016 - 7
Chart Toppers February 2016
March 2016
Associated Revenue
Citrangola
Associated Revenue
Citrangola
Cleaning Commercial
D. Kluger
Cleaning Commercial
C. Delfino
Duct Commercial
Fire Commercial Fire Residential In-house Construction
Halko
Duct Residential
Jones
Gibbs
Fire Residential
D. Kluger
Luzzi DiCristofaro Randolph Fox
Rookie Subcontract
D. Kluger
Total Volume
D. Kluger
K. Cohn
Rookie
Sepe
Subcontract Water Residential Total Volume
Luciana D. Kluger
April 2016 CEO AWARD WINNERS David Kluger & Gina Kluger
SERVPRO® of Oakdale/North Bay Shore (NY)
SERVPRO® Medford (NY)
SERVPRO® Southwest Brooklyn (NY)
SERVPRO® East Windsor (NJ)
SERVPRO® Central Manhattan (NY)
SERVPRO® Old Bridge/Cranbury (NJ)
8 - SERVPRO® SUN
Fred Cohn relayed the following: This satisfied customer was my son Joshua’s 4th grade teacher. She knew about Servpro® from Josh. I received a call explaining her unfortunate situation. I recommended Mike Keating, Servpro of Stamford. Later, I received this e-mail from her via my wife’s e-mail. To: sfridayesq@ Subject: Wow! Hi Sharen...Fred has no email listed in our directory so please share with him... Both Paul and I are in awe of this company! They are polite, kind, caring, professional, considerate, careful, detailed, unobtrusive, punctual, hardworking, and just the most lovely people that God ever made. Thanks and Kudos go to Mike Keating and his Team at Servpro of Stamford for this example of “no one telling your story better than a satisfied customer”. Fred recounted, “The funniest compliment came our way today from the Plant Manager. He said, ‘we were the Navy Seals of restoration.’ ‘Came in the darkness of night, and took over.’
Never heard that before.”
Mark J. Zegarelli, Owner of SERVPRO® of Jefferson County, reported: Sarah Kingery, our Servpro Marketing Representative, contacted the Red Cross to let them know SERVPRO® was a national partner; this developed into us working with The Red Cross on fire education and installing free smoke detectors in homes in our territory. Once a month we send two employees to work with The Red Cross Team to accomplish the installations.
Mark J. Zegarelli with Kathy Campbell, Red Cross Regional Volunteer Coordinator
We recently received a wood plaque with our framed Certificate at an appreciation event in honor of service given to the American Red Cross.
MAY/JUNE 2016 - 9
Hoppin’ down the email trail Subject: New York Audit on May 17, 2016 Hi Fred, This email is regarding the audit I conducted on May 17, 2016 in New Paltz for Course# 252617 - Property Fire & Smoke Damage Restoration 2016-2017. Everything went well! I have no issues to report. All approval documents were displayed, the mandatory announcements were read, everyone signed in and showed their ID’s and the Instructors, Larry Hackney and Robert Tedone, were very knowledgeable of the subject matter and communicated the course material very well. It was a pleasure to meet them, Kelly, and Cory and sit in on this course. Thank you, Janessa Femia Continuing Education Unit
Subject: Fwd: New York Audit on May 17, 2016
Well done guys. It’s nice to receive such accolades. Fred Subject: Cohn: Larry Hackney and Robert Tedone Continuing Education Program Facilitation Larry and Robert, Thank you for consistently educating your area’s COIs on the value of mitigation. Also, thank you for protecting the integrity of Continuing Education Program as a whole by professionally facilitating these courses. I appreciate your work, and I look forward to seeing you both at Convention. Have a great week. Eric Hopper
10 - SERVPRO® SUN
CONGRATULATIONS Saher Gouda & Hoda Ali on the birth of their new baby boy!!! Samy Gouda was born twelve days early to give his mommy The best Mother’s Day gift ever! Saher said, “Let’s hope for a hurricane this year, so we can get him more diapers : ) ”
CONGRATULATIONS Justin & Quinn Sepe on the birth of their new baby girl!!! Justin said, “Many of you have been waiting for this. My wife Quinn and I are very pleased to announce we have a new addition to the Sepe family. We welcomed our daughter to the world on May 26th and as new parents we are very excited to introduce Abriella Sepe.”
Two workdays are 10% of your month. (there are roughly 21 workdays in a month)
To lose only two workdays each month to laziness or lethargy is to lose more than a full month of workdays each year. (Scary.) Imagine if your income reflected your slow days and know that in the end ... it probably does. Embrace the value of every ... single ... day.
MAY/JUNE 2016 - 11
12 - SERVPRO® SUN
July
August
MAY/JUNE 2016 - 13
SERVPRO of:
DATE ORDERED: Item
#
*101
Furniture Stain Remover
*105
Order
Ship
ORDERED BY: Item
#
250
All Surface Green Clean
Order
Ship
Item
#
394
AquaFog Lemon
Order
Glue Spotter
251
Carpet & Upholstery Green
405
Conctrtd. Wood Oil Soap
106
Graffiti Remover
252
Shampoo Super Conctrt.
408
Bright-N-Neutral Cleaner
107
Solvent Spotter
253
Solvent Additive
414
Lemon Oil Polish
Spot Cleaner
255
Showcase Cleaner & Rinse
**442 **453
**108 109S
Coil Cleaner
Stain Absorb Powder
257S
Brown Out
110
Stain Scrub
259S
Brown Out Booster
111
Blood & Stain Remover
260
EXTREME Laundry -Liquid
114
Urine Odor & Stain Remover
261
Liquid Emulsifier
Rusticide
264
Powdered Emulsifier
470
121
Duct Sealer
268
Stain Zap
472
Haitian Cotton Shampoo
122
EnviroSHIELD Waterless Masonry Cleaner 1 gl
269
Powdered Emulsifier
*473
Wax Stripper- iShine™
123
EnviroSHIELD Waterless Masonry Cleaner 5 gl
270N
EXTREME Laundry -Powder
475
Rinse Free Wax Stripper
124
EnviroSHIELD Odor & Smoke - Clear
272
Pre-Spray &Traffic Lane
477
iShine™ Floor Wash
125
EnviroSHIELD Odor & Stain - White
273
Ultrasonic Cleaning Agent
479
Spray Buff
127
Concrobium Super
274
Ultra Content Cleaner
128
Concrobium Mold Stain Remover
278
Oxi-Zap
4400
Dry Clean Sponges
129
Concrobium Mold Control
280
EXTREME Laundry 35 gal pail
4403
Sponges Fixi-Clamp
130
Leather Cleaner
**283
Dry Mist Air Fresh-Red Apple
4430
Sponges Unwrapped
131
Suede/NuBuck Leather Clnr
**284
Dry Mist Air Fresh -Linen
4433
Sponges Fixi-Unwrapped
**285
*116
Solvent Spotter
455
Retail Spotting Kits
460
Bonnet Brite
**468
**490
Gum Remover Color Fast Jet Extractor
Stainless Steel Cleaner
132
Leather Spotting Agent
Dry Mist Air Fresh-Ocean Breeze
4407
Masslin Cloth (-100 per case)
135
Easy DECON DF200
290
I.F.T. Intensive Floor Treatment
9000
Small Furniture Pads
138
SERVPRO® Green
292
Squeaky Concentrate Floor Cleaner
9001
Large Furniture Pads
141
SERVPRO® Orange PLUS
301
Regular Deodorizer
9002
Foam Blocks
142
CitraSolvent
Smoke Deodorizer
9003
Wood blocks
146
Sporicidin® 32 oz bottle
Citrus Deodorizer, Water
9004
Hi Density Blue Foam Blocks
147
Sporicidin® Enzyme Mold Clnr
150
Carpet Sanitizer
151
*302 304 *305
For Distributor’s Office Use
Special Deodorizer
306
Instant Odor Beads-Cherry
Defoamer
307
Instant Odor Beads-Fruity
Natural Fabric Brightener
309
Carper Deodorizer
154
Sporicidin® Gallon
310
Lemon Fresh Deodorizer
155
Wintergreen Deodorizer
312
Tropical Delight Deodorizer
158
Sporicidin® Towlettes
316
Instant Odor Beads-Cinnamon
160
Upholstery Guard Plus
331
Bio Odor Neutralizer
162
Armor Guard
335
Cherry Fog - High Volume
170
Benefect®
338
Neutral Fog - High Volume
153S
175
Vanquish
**341
Dry Mist Air F. -Cinnamon
180
Microban Disinfectant Spray plus
**346
Dry Mist Air F.-Melon
187
Scotchgard® Concentrate
349
Fuel Oil Degreaser
188
EnviroSHIELD™ ES -100 Clear
350
Heavy Duty Degreaser
189
EnviroSHIELD™ ES -90 White
352
Wall & All Plus
197
Sporicidin® MRC-80-5-Clear
353
199
Sporicidin® MRC-100-5-White
*355
Stone & Porcelain Cleaner Fire Star
**202
Wall Rinse
Multi-Purpose Glass Cleaner
*356
204
Glass Cleaner, Super Conctrt.
357
Industrial Cleaner
205
Fabric Rinse & Color Set
359
Drywall Dust Remove RBT
Furniture Polish
361
Thickened Bowl Cleaner
208
Glass Cleaner, RTU
362
Tile & Grout Cleaner
209
Wood Crème Past
388
Lemon Berry Deodorizer
214
**207
Heatable Drapery Solvent
389
Odor Control WB Cinnamon
**245
SpotER (7oz)
390
Odor Control SB Cinnamon
**246
SpotER (15oz)
392
AquaFog Cherry
Window Green Clean
393
AquaFog Cinnamon
249
For this attached product order, I hereby authorize you to charge my
Visa
MasterCard
EXP. DATE
ACCOUNT NUMBER: Signature
June 21, 2016 UPDATED
-
Ship
14 - SERVPRO® SUN
Updated June 21, 2016 PRODUCT ORDER FORM for production supplies PLEASE USE ATTACHED FORM FOR YOUR NEXT ORDER. ** Items are UPS ORM-D items please use correct procedures. * Items are UPS HAZARDOUS TO SHIP and must be shipped by SERVPRO® Corporate. We will be pleased to place your order for you. You may pick up the Hazardous Materials when you are at our facility OR We can bring the Hazardous Materials to you, if you place your order before our next visitation with you. PLEASE, ORDER BY FAX 203-847-4456