Robkat may june 2016

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