APRIL 2017
In this issue: 2. Strategic Planning Determines Revenue 3. Awards 4. Thank You for Choosing SERVPRO 4. Congratulations to All 5. Words of Wisdom 6. Chart Toppers, Top Ten Volume Leaders 7. Personal Best Volume Month 7. Introducing New Franchise 8. Kudos 9. Connecting
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THE
SERVPROÂŽ of Southern New England and New York
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STRATEGIC PLANNING DETERMINES REVENUE “People with goals succeed because they know where they are going. It’s as simple as that.” ~ Earl Nightingale Strategic Planning is the envisioning of a desired future and translating that vision into a broad set of goals and objectives and a sequence of steps to achieve them. Organizations generally look three to five (3-5) years ahead with their Strategic Plan. * Habit 2: Begin with the End in Mind
the envisioned future, business managers require competent and capable employees. People who understand the system and can expedite implementation of the SERVPRO® playbook.
A Strategic Plan will help business managers allocate resources effectively and allow employees to complete their various Unlike long-term planning, taking the current status and laying tasks efficiently. Consider basic and continuing education for out a path to meet future needs, Strategic Planning works all new hires, as a well-educated staff is a helpful staff. backward from a desired end to the existing present. It is not easy planning for the future, as it requires time, energy, Strategic Planning does not focus on the pros and cons of your and effort to study the SERVPRO® system and to envisage, existing business. It is a focus on what you want it to be next not just the jobs this week or this month but never-endingly the year or next decade. Your Strategic Plan is a “call to action” overall health and future of your business. to set about achieving the steps of the Strategic Plan. Do not let difficulties get in the way of your success. Strategies In the effort toward increased revenue, a Strategic Plan will can create opportunities for business to thrive as well as have a direct impact. The various steps of a Strategic Plan sustain business in the lean times. To begin with the end in will consist of multiple ways to generate revenue and the steps mind, you're Strategic Planning the steps of the journey and envisioned to make this happen. with the desired endpoint known, it is easier to follow the path and achieve the chosen conclusion. After a Strategic Plan becomes clear with the steps planned for By Robert Willis
The 7 Habits of Highly Effective People Stephen R. Covey
*Habit 1: Be Proactive Habit 2: Begin with the End in Mind Habit 3: Put First Things First Habit 4: Think Win/Win
Habit 5: Seek First to Understand, Then to Be Understood Habit 6: Synergize Habit 7: Sharpen the Saw
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AWARDS! Every year, the New Bedford Area Chamber, along with other area Business Leaders, pay tribute to businesses that make valuable contributions to the region, both economically while continuously bettering the community. SERVPRO® of Marion/Middleboro and SERVPRO® of Dartmouth/New Bedford had the honor of being nominated for this award. It is a tremendous privilege to be acknowledged by other area business and community leaders that recognize the difference we are trying to make throughout the Southcoast.
SERVPRO® of Dartmouth/New Bedford and SERVPRO® of Marion/Middleboro at the 2017 APEX Award Ceremony
On Wednesday April 12, 2017, Doug Glassman, the Franchise Owner of both SERVPRO® of Dartmouth/New Bedford and SERVPRO® of Marion Middleboro, was nominated and recognized during the 1st Annual UMass Dartmouth Charlton College of Business Entrepreneur of the Year Award Ceremony. Doug has worked very hard for the past four years he has owned the business to make the business the success it is today.
Doug Glassman at the Entrepreneur of the Year Award Ceremony
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Thank you for choosing SERVPRO® Good morning! Thank you for choosing SERVPRO®, how can we help you?
and give guidance regarding “how to help” with customers who are not the calmest!
This is often the first interaction the customer will have with your Franchise. Their perception of the Franchise, its employees, and you, the Owner, are formed almost immediately with this short interaction. Obviously, you want to put your best foot (or voice) forward. The following link will take you to ServproNET® to the newly revised Telephone Operations Training Manual.
In my DryBook™ classes and WorkCenter™ Office class, when we discuss the First Notice of Loss (FNOL), the question often comes up as to whether the Franchise should fill out a form or enter the information directly into WorkCenter™ Office while on the phone with the customer. My response is generally, “Whatever the Franchise or employee is most comfortable with.” (You have all seen my typing skills, or acute lack thereof, so you know what I would be doing!) However, writing skills are often lacking or illegible, and sticky notes do not always remain stuck; entering information into the computer in legible form will definitely help someone (maybe even you) have a great day!
https://www.sso.servpronet.com/connect/kra/office/ resources/telephone-operations-training-manual As a refresher for all employees, this Telephone Operations Training Manual could be reviewed periodically when the training is given to new employees. This ensures continuity with your employees’ commitment to the SERVPRO® Brand and conveys the message you, as an Owner, want to express to your customers’ first impression. The manual will also give guidance to questions, which are vital tools during the first telephone contact
Thank you for choosing SERVPRO®. Have a great day! Michelle Broggy Franchise Business Consultant QuickBooks Pro Advisor Certified Xactimate Training Specialist
Congratulations to all!
Dion Luzzi announced the newest addition to SERVPRO® of Washington County, Giuseppe (Joey) Caracciolo. Dad is Aldo Caracciolo, Operations Manager. Joey, who is 19 inches tall and weighs in at 7 pounds and 12 ounces, was born April 26, 2017 at 12:41 pm!
Robert Tedone’s “Boy’s Club” with newest addition – Caleb!
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Words of Wisdom People with goals succeed because they know where they are going. It’s as simple as that. ~Earl Nightingale Setting goals is the first step in turning the invisible into the visible. ~Tony Robbins Successful people maintain a positive focus in life no matter what is going on around them. They stay focused on their past successes rather than their past failures, and on the next action steps they need to take to get them closer to the fulfillment of their goals rather than all the other distractions that life presents to them. ~Jack Canfield What you get by achieving your goals is not as important as what you become by achieving your goals. ~Zig Ziglar Goals allow you to control the direction of change in your favor. ~Brian Tracy Our goals can only be reached through a vehicle of a plan, in which we must fervently believe, and upon which we must vigorously act. There is no other route to success. ~Pablo Picasso Write your goals down in detail and read your list of goals every day. Some goals may entail a list of shorter goals. This will keep your subconscious mind focused on what you want step by step. ~Jack Canfield When it is obvious that the goals cannot be reached, don't adjust the goals, adjust the action steps. ~Confucius You control your future, your destiny. What you think about comes about. By recording your dreams and goals on paper, you set in motion the process of becoming the person you most want to be. Put your future in good hands - your own. ~Mark Victor Hansen Life can be pulled by goals just as surely as it can be pushed by drives. ~Viktor E. Frankl Review your goals twice every day in order to be focused on achieving them. You cannot expect to achieve new goals or move beyond your present circumstances unless you change. ~Les Brown Your goals, minus your doubts, equal your reality. ~Ralph Marston If you are not making the progress that you would like to make and are capable of making, it is simply because your goals are not clearly defined. ~Paul J. Meyer If what you are doing is not moving you towards your goals, then it's moving you away from your goals. ~Brian Tracy
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Chart Toppers
SERVPRO® Chart Toppers January 2017 Duct Residential
Jones
Fire Commercial
Sepe
Fire Residential
D. Kluger Citrangola
Mold Commercial
Reilly
Rookie
Kilmeade
Water Residential
Luciani
Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS March 2017
GROSS VOLUME LEADERS March 2017 1,200,430
1
Ralph & Noemi DiCristofaro
431,908
Ralph & Noemi DiCristofaro
863,816
2
Scott & Lisa Smith
324,528
3
Greg Geaski
601,525
3
Greg Geaski
300,762
4
Risa Kluger
545,557
4
Steven Kilmeade
293,091
5
Dion Luzzi
457,502
5
Risa Kluger
272,779
6
Lou & Michelle Sepe, J. Sepe and D. Yurka, N. Travis
423,549
6
Tom Fox
267,629
7
Frank Mattos
398,135
7
Dion Luzzi
228,751
8
Allen Randolph
389,010
8
Bill & Jennifer Uhl
215,186
9
Gil & Sheryl Morrissey
375,734
9
Lisa & Doug Jameson
215,170
371,816
10 Dave & Gina Kluger
1
Dave & Gina Kluger
2
10 Michael Keating
200,071
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Personal Best Volume Month March 2017
INTRODUCING NEW FRANCHISE EXISTING OWNER, ADDITIONAL LICENSE Dion Luzzi
SERVPRO of Long Island City #10678 38-41 10th Street Long Island City, NY 11101 ÂŽ
Phone: 718-440-6994 Fax: 401-315-2010 E-Mail: dion@servpro9563.com Operating Territory: The bounded area in Queens County, NY that is described as beginning at the intersection of I-278 and the East River at Astoria Park from that point, then proceeding southeast and south on I-278 to Broadway from that point, then proceeding southeast on Broadway to Queens Blvd. from that point, then proceeding southeast on Queens Blvd to I-495 from that point, then proceeding west on I-495 to Brooklyn Queens Expressway from that point, then proceeding south on Brooklyn Queens Expressway to the Queens/Kings County line from that point, then proceeding northwest on the Queens/Kings County line to the East River from that point, then proceeding northeast on the East River to I-278 at Astoria Park.
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CONNECTING
Written by Lou Ramu, Franchise Business Consultant, Administration Success is based on how effectively you connect with people in every aspect of your business. Growing your business is a matter of adjusting to whatever constraints and opportunities exist at the time in order to keep on producing. In tough and competitive times like these, it is imperative to create immediate gains while your marketing efforts “bank” deferred business.
It all begins with a plan. Business growth is a matter of getting a clear understanding of what the opportunities are and how your business can meet the exigencies presented by these opportunities. You have to be bold and creative and perhaps even take risks in order to exceed your own boundaries to enter new territory….. territory that can enable your business to grow and grow rapidly. Once you are “connected”, you will Take advantage of every opportunity to connect discover how many new opportunities there are for with your employees, insurance carrier contacts and your business. One opportunity invariably leads to policyholders, association and trade contacts, other another, and if you THINK BIG and ACT BIG, you are Franchise Associates and potential new contacts! on your way to BEING BIG. Keep in mind that the The effort you put into establishing and building on economy has not only been rough on you, it has been these connections will directly influence your business tough on our competitors too. The Servpro Operating growth. If you fail to impress your “connections” with System is a proven model for success so use it to your your own level of professionalism, your follow up and advantage in building your connections and besting follow through, and clarity of thought, you are missing the competition. the opportunity to grow your business. When you are connected because you “get it done”, you have broken All you really need is the desire to grow and the belief through a critical barrier to growing your business. that you can make it happen!!!!