SERVPRO SUN May/June 2016

MAY/JUNE 2016

In this issue: 1. All In 2. Area Meeting, Carolyn Cohn 3. Words of Wisdom 4. Kerry’s Garden Spring 5. Top Ten Volume Leaders 6. Personal Best Volume Month

New Franchise 7. Chart Toppers/Book of the Month Feedback 8.-9. Outbreak of Norovirus at

University of Rochester 10. Kudos 11. Proper Use of the Brand 12. CEO Awards

March Follow The System

SUN

THE

SERVPRO® of Southern New England and New York

Commit to following the SERVPRO® System by utilizing the tools, resources, and support to help you reach your business goals.

Remember that SYSTEM stands for

Save YourSelf Time Energy and Money!

• Arrive on-site as quickly as possible.

• Commit to building a positive Brand experience.

• Be the Brand with uniforms, equipment, vehicles, and marketing.

• Demonstrate professionalism and empathy for the customer in need.

April

• Listen to the customer’s and client’s needs and communicate solutions.

Be The Brand

The Brand is built on the BEST customer experience!

• BE KIND • EXCEED EXPECTATIONS • SHOW RESPECT • TAKE INITIATIVE

2 - SERVPRO® SUN

Area Meeting – April 7, 2016 David Loeb – IAC • David mainly addressed the lack of participation in the CAPA program for franchises in the Northeast US. • He made a case for franchise inclusion, while noting franchises concerns with sharing all commercial loss information with Servpro Corporate.

Jay Hinton – Web Stages • Jay’s presentation was extremely animated, informative, and well received on the specific steps to increase each franchise’s web presence and rating.

• The goal is to move more franchises that have low ratings of 1 or 2 up to 3 and 4 by the end of 2016.

Dale Dohner – Leadership • This was an excellent presentation of the difference between leaders and managers.

• A key point is that all Servpro Owners should be both, by constantly improving their individual leadership skills.

• The point was made that Servpro Owners should embrace a paradigm shift in the Stages of Development by hiring a Marketing Manager first, before a conventional SMR, to oversee the Marketing Department’s growth and development, while stressing the Owner should still be actively engaged in high-level marketing.

• An emphasis was placed on Franchise Owners rating of their staff to determine whether they have A, B, or C team members. A - Employees that excel in their positions, and always have a positive outlook about their responsibilities, and continue to develop their skills), B - Employees that are capable, and motivated in becoming A players but need to be trained to achieve that level. C- Staff that are negative, unmotivated, and act as anchors for other staff members and the organization as a whole. The advice was to upgrade or replace the C team members.

Noted was the fact that Servpro Franchise Owners have a very high success rate, comparable to industry averages. The point being, although there are occasional policies, software issues, procedures, etc., with which franchises take issue, the overall result is SERVPRO® is still one of the best investment values in the marketplace today.

Vendor presentations by Sunbelt and FRSTeam: Both were short and to the point; they provide state-of-the-art equipment and services and are committed to being excellent resource partners for Servpro franchises.

We really appreciate both of these fine vendors sponsoring breakfast (FRSTeam) and lunch (Sunbelt).

Comments were extremely favorable for both.

Carolyn Adie Cohn Born January 31, 2016!

Carolyn and Kathryn, her mother, are Healthy and Happy!

MAY/JUNE 2016 - 3

Words of Wisdom Your premium brand had better be delivering something special, or it’s not going to get the business.

Warren Buffett

The keys to brand success are self-definition, transparency, authenticity and accountability.

Simon Mainwaring

A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.

Jeff Bezos

Great companies that build an enduring brand have an emotional relationship with customers that has no barrier.

And that emotional relationship is on the most important characteristic, which is trust.

Howard Schultz

As a brand marketer, I’m a big believer in ‘branding the customer experience,’ not just selling the service.

John Sculley

The purpose of a business is to create a customer who creates customers.

Shiv Singh

Whether you are big or small, you cannot give good customer service if your employees don’t feel good about coming to work.

Martin Oliver

There are no traffic jams along the extra mile

Roger Staubach

Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves.

Steve Jobs

Make a customer, not a sale.

Katherine Barchetti

The goal as a company is to have customer service that is not just the best but legendary.

Sam Walton

You are serving a customer, not a life sentence. Learn how to enjoy your work.

Laurie McIntosh

Spend a lot of time talking to customers face to face.

You’d be amazed how many companies don’t listen to their customers.

Ross Perot

Your customer doesn’t care how much you know until they know how much you care.

Damon Richards

Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.

Donald Porter

Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.

Chip Bell

4 - SERVPRO® SUN

Charles & Donna Vingoe SERVPRO® of Northwest Bergen Kerry’s Garden Spring 2016 Karen Centauro, Office & Marketing Manager, writes, “It hasn’t been an easy spring for our daffodils but they have finally arrived and look magnificent.

When you see the garden, you can’t help but smile and admire Mother Nature for her glorious creations!”

On Saturday, November 7, 2015, staff members of Charlie and Donna Vingoe’s SERVPRO® of Northwest Bergen and SERVPRO® of Southern Rockland County SERVPRO® of Eastern Rockland County, planted over 1,500 daffodil bulbs in memory of their friend and co-worker, Kerry Sauner. Kerry lost her battle to a rare sarcoma in May 2015.

Karen Centauro, Charlie and Donna’s Office and Marketing Manager created the idea of “Kerry’s Garden”.

The garden also has perennial plants and grasses and is coordinated around a cupola, which was once on top of the town’s municipal building.

Over 40 volunteers, including Kerry’s husband, two sons and dad, help to plant the bulbs.

Karen sent us her thoughts, “Life is a ‘Pay it Forward’ - I can’t wait till spring to see the daffodils bloom! She promised to “make sure to send you some pictures of it. It should be magnificent!”

Chelsea & Donna Vingoe, Karen Centauro, Joanne Ribitzki and Donna Mahoney Douglas, Doug and James Sauner

MAY/JUNE 2016 - 5

Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS FEBRUARY 2016

GROSS VOLUME LEADERS FEBRUARY 2016 1

Dave Kluger

2,496,265

1

Ralph & Noemi DiCristofaro

2

461,174

Allen & Susan Randolph

969,635

2

Dave Kluger

416,044

3

Michael Keating

646,072

3

Beth & Bill Russell

277,668

4

Dion & Lynn Luzzi

524,770

4

Doug & Lisa Jameson

272,811

5

Robert Citrangola

478,421

5

Dion & Lynn Luzzi

262,385

6

Ralph & Noemi DiCristofaro

461,124

6

John Majeski

242,071

7

Lou & Michelle Sepe, D. & J. Sepe & N. Travis

431,386

7

Robert Citrangola

239,210

8

Risa Kluger

339,990

8

Scott Yoran

206,451

9

John Halko

333,896

9

Scott & Lisa Smith

184,172

10

Greg Geaski

323,013

10

Mitch Kaikow & Stuart Cleary

181,314

PER LICENSE AVERAGE VOLUME LEADERS MARCH 2016

GROSS VOLUME LEADERS MARCH 2016 1

Doug & Lisa Jameson

2

John Majeski

459,262

3

James Gibbs

379,553

4

John & Shayna Luciani

370,161

5

Ralph & Noemi DiCristofaro

358,423

6

Thomas & Lyn Braun

310,718

7

Lou & Michelle Sepe, D. & J. Sepe & N. Travis

304,082

446,462

8

Scott & Lisa Smith

278,700

Dion & Lynn Luzzi

398,879

9

Mitch Kaikow & Stuart Cleary

237,720

John Maughan

383,748

10 Beth & Bill Russell

1

Dave Kluger

1,164,235

2

Lou & Michelle Sepe, D. & J. Sepe & N. Travis

912,246

3

Frank Mattos

848,096

4

John & Shayna Luciani

740,323

5

Doug & Lisa Jameson

629,480

6

Allen & Susan Randolph

555,270

7

John Majeski

459,262

8

Risa Kluger

9 10

629,480

222,069

6 - SERVPRO速 SUN

Personal Best Volume Month

FEBRUARY 2016

MAY/JUNE 2016 - 7

Chart Toppers DECEMBER 2015

JANUARY 2016

Associated Revenue

Citrangola

Cleaning Commercial

C. Delfino

Duct Commercial

Reilly

Cleaning Residential

Luciani

Fire Commercial

Luzzi

Luzzi D. Kluger

Fire Residential

Jameson

Fire Commercial

Randolph

In-house Construction

Fox K. Cohn

Rookie

D. Kluger

Subcontract

Associated Revenue

Violante

In-house Construction

Randolph

Subcontract

D. Kluger

Water Commercial

Mattos

April Book of the Month Club During the Marketing Group sessions, we will discuss areas of each book to help usgrow and generate more business.

This month’s pick is Who Moved My Cheese?

Here is the link for Amazon and Barnes & Noble for purchase… http://www.amazon.com/Who-Moved-My-Cheese-Amazing/dp/0399144463/ ref=tmm_hrd_swatch_0?_encoding=UTF8&qid=1461873563&sr=1-1 Please contact me should you have any questions.

Lori Villardi Franchise Business Consultant

Feedback from Greg Geaski, SERVPRO® of Milford-Orange-Stratford / SERVPRO® of Southbury/Torrington, Continuing Education Class From: Danielle DeLibro Sent: Thursday, April 21, 2016 1:13 PM To: Larry Hackney <larry@robkat.com> Cc: Greg Geaski Subject: Thank you...

Good Afternoon Larry, I wanted to drop you a quick note thanking you for an AMAZING job you did at our CE Class yesterday. I had a chance to review the seminar surveys and the reviews were OUTSTANDING! While I wasn’t surprised by the positive feedback, I was pleasantly surprised by the call/emails I received thereafter. So I thank you for another great informative session and I look forward to your next class.

All the best to you!

Danielle DeLibro Servpro of Milford-Orange-Stratford Servpro of Southbury/Torrington 232 Amity Road Woodbridge, CT 06525-2205 Ph. 203.301.0500 Fax 203.298.4994

8 - SERVPRO® SUN

Outbreak of Norovirus

On The Campus Of The University Of Rochester This informative report is from Andrea Necci, SERVPRO® of The Fingerlakes.

Andrea Necci reported the following to the SERVPRO SUN: I received a call from Jeff Foster from the University of Rochester on Monday, April 11, 2016 at 7:00 am and he said, “We had a virus outbreak over the weekend and I wanted to know if you could come treat some areas, if you have a product for that.” I said, “I’m sure we do, I just want to check with our product department at SERVPRO Corporate and find out which one will work and I’ll call you back when I get in the office.” I had noticed something on the news about a few kids contracting a virus at the school but at the time didn’t think anything of it. Jeff called me back again, left a voicemail, and said, “Yeah Andrea, not sure if you picked up on this but I want you guys just to go head. So start rounding up people, probably like 20 people and you can do teams of five and go building to building.” That’s when I was like, ‘umm’ this seems like more than a “few areas.”

I called Justin Sepe, put him on standby, and told him I’d call Jeff Foster to get more information. I called Jeff back and asked, “How many buildings are you talking about?”

He said, “Well, we have 3 million square feet.”

Accordingly, I facilitated with Jeff, our manager Jon, and Justin Sepe to meet that morning at 10:00 am.

Subsequently, within three hours of their first phone call to SERVPRO, they had people onsite making a game plan.

Meanwhile, I was in touch with Gary Slagle at SERVPRO Corporate trying to figure out a protocol and what product to use, as no one had done this before and the school had no plan to close, so we could not fog!

Justin had his Team, tractor-trailer, etc. all on site on Tuesday, April 12, 2016, ready to go. The Team began using Sporicidin; however, the school wanted them to use their product, which is an EPA Registered product to kill the Norovirus; it is a two-part product with a one-minute dwell time. This allowed SERVPRO Team to move at a MUCH faster pace.

Since they started on Tuesday April 12, 2016, they have probably cleaned the entire campus almost three times.

They start every morning at 5:00 am and usually wrap up around 1:30 pm/2pm. They clean the health center and post office every day, as there are many kids in those areas. Justin also has their hygienist there taking samples of what they have cleaned and they have passed every area except one but even the one was an exceptionally low count.

MAY/JUNE 2016 - 9

The University is EXTREMELY happy with SERVPRO, SERVPRO LLRT, and of course the amazing response time. As of now, the University still wants the Team there to continue cleaning. They want a large “SERVPRO Army” on campus; they love the show and SERVPRO making their presence known. The school is going to give them a 48-hour notice of when they can wrap up and they are thinking possibly after next week.

Team Sepe has done an amazing job at the school! Justin and Adam have built a GREAT GREEN Team to help them with these Large Losses. They have been doing so many Large Losses in the Rochester area alone; they have built their own relationships with vendors, which is huge.

They are able to get the things they need quickly and even

Adam Bennett and Justin Sepe of Team Sepe CLLRT are the two Team members heading the entire job! Justin has been in Rochester for 9-10 weeks now (as he went from the large church fire with Jim Wandtke’s office to the University of Rochester).

Justin’s wife, Quinn, is due with their first baby on May 29, 2016!

know the majority of their temporary workers by name now!

In addition, the temporary workers said how much they like working for Team Sepe and thanked us for giving them this work.

“An outbreak of norovirus on the campus of the University of Rochester, which began roughly two weeks ago with 20 cases, has climbed to nearly 150 students.

University Facilities, in conjunction with contractor SERVPRO, have been sanitizing the campus, according to the Democrat & Chronicle.

The university has provided hydrogen peroxide wipes in the residence hall kitchens, lounges, and lobbies to help promote proper hand hygiene practices.”

Justin, Adam, Andrea Necci, and Mike Necci http://www.cmmonline.com/articles/236598-norovirus-cases-at-university-of-rochester-climb

10 - SERVPRO® SUN

Servpro of Dartmouth/New Bedford & Servpro of Marion/ Middleboro

It’s feedback like this that motivates us to keep doing what we do and coming to work everyday... •”Hi Chris, the building looks great! And your crew was professional, knowledgeable, and very helpful. I will definitely call you in the future. Again, thank you for the quick turnaround. I would highly recommend SERVPRO.” Katherine Furtado Chief Financial Officer

Gerald & Marie Baldelli March 15, 2016

Mr. & Mrs. Thom Braun SERV PRO of the Southtow ns 97 Evans Street Hamburg, NY 14075 Dear Thom and Lyn: My wife and I cannot let the opportunit y pass wit hout expressing our appreciation to SERV PR O for the professiona l and competent manner in which the various team ma de significant repairs to ou r home. Each team was personable, capable, meticulous and instructi ve.

We were informed on a regular basis what the goa ls were for the day, ho w they were going to accomplish them, the pro gress they made, any roa dblocks they encountered and the plan for the next day. Throughout the renova tions, we felt confident that we were being ser ved by sincere, efficient specia lists.

Additionally, two of your associates in the SERV PR O office (Jackie and Tracy) could not be more accommodating, always ass uring us that our needs were of paramount concer n to your teams. Their con tin ued follow up was particularly calming.

My praise for our experienc e with SERV PRO is boun dless. The qualit y of the entire restoration pro ject was excellent. You are for tunate to have such competent employees ser ving the needs of the South do wn’s. Many thank s and best wishes for continued success.

Sincerely, Gerald Ba ldelli

MAY/JUNE 2016 - 11

The Proper Use of the Brand Name

by Taylor Nunley, Graphic Design

The correct way to spell out and use the Brand name is SERVPRO®… all-caps with the registration mark.

To remember this easily, think about how it appears in the logo.

Use the superscripted registration mark every time you write SERVPRO®. Corporate Senior Graphic Designer Stephen Hickey says, “We use the registration mark every time because it protects the Brand.”

There are SERVPRO® impersonators out there and it is illegal for them to use our trademarked name or any of our branding elements.

Why would you use an incorrect telephone ID, fax ID, e-mail signature, or any other identification of your SERVPRO business?

Use your legal Franchise Name!

Being Brand-compliant and using the Brand name correctly shows consumers that we are the real SERVPRO®.

Be Brand-compliant Be the Brand INSIST ALL EMPLOYEES, VENDORS, AND CUSTOMERS KNOW AND USE THE BRAND CORRECTLY IS SERVPRO OR YOUR LEGAL FRANCHISE NAME APPEARING ON YOUR PHONE IDENTIFICATION Has your vendor technician has listed it incorrectly? (as in Pro-Serve, another derivative, or a corporation name) If so, immediately, have your computer/ phone technicians and vendors change to your LEGAL SERVPRO Franchise Name!

12 - SERVPRO® SUN

CEO AWARD WINNER January 2016 - Associate

May

Dion Luzzi SERVPRO® of Washington County SERVPRO® of Newport & Bristol Counties

CEO AWARD WINNER FEBRUARY 2016 - Associate

Frank Mattos SERVPRO® of Providence SERVPRO® of East Greenwich/Warwick SERVPRO® of Cranston SERVPRO® of Boston Downtown/Back Bay/South Boston SERVPRO® of Quincy SERVPRO® of Weymouth & Hingham

CEO AWARD WINNERS JANUARY 2016 - Distributor

Fred Cohn SERVPRO of New Jersey; SERVPRO® of Southern New England and New York; SERVPRO® of Upstate New York ®

June