JAN/FEB 2016
In this issue: 1. All In 2. Inspirational Quotes from Navy Seals 3-4. Words of Wisdom 5. Top 10 Volume Leaders 6. Personal Best Volume Month 7. Chart Toppers/ Why Good Employees Leave 8. New Franchise 9. Optimize Your Website 10. Kudos 11. M anager’s Coaching Handbook/ Baby Kenzley 12. Act Now 13. Be the Brand
SUN
THE
SERVPRO® of Southern New England and New York
January All In
February Personal Accountability
2 - SERVPRO® SUN
10 Inspirational Quotes from Navy SEALS Training Here are 10 “inspiring” quotes by Basic Underwater Demolition/SEAL Training Instructors that every entrepreneur should know. It Pays to be a Winner Competition is at the heart of the startup mindset. While monetary benefit can certainly be a motivator, many entrepreneurs pursue their entrepreneurial dreams to fulfill a need for autonomy, financial freedom or to provide a product of unique value.
It May, or May Not, Pay to be a Winner Of course, there’s a shelf life to being all in, all the time. Improvement in anything requires the self-awareness to know when to accelerate your efforts and when to just put them in “park.”
We’re Not Going to Stop Until We Get at Least One Quitter Don’t let the wool be pulled over your eyes. Training, learning, and improvement never stop. There is no “end-state,” only a “next-state.”
Nothing Lasts Forever James Allen, author of As a Man Thinketh, once said, “circumstance does not make the man, it reveals him.” Entrepreneurship isn’t an overnight evolution. Success comes to those stubborn few that choose to ignore the temporary discomfort of setback for the long-term strategy of delivering value.
You Don’t Have to Like It, You Just Have to Do It Sometimes you just need to put your head down, grit your teeth and run into the fray.
Push ‘em Out As SEAL trainees, there was a price to pay when we were wrong (which was always). Whether it’s a mistake in armed conflict or in business, there are egos, lives and livelihoods at stake when decisions go awry. Learning from and acknowledging mistakes requires the humility that Level 5 Leaders display. Level 5 Leadership, according to Jim Collins, is what separates exceptional leaders from all others.
If You’re Gonna Be Stupid, You Better Be Hard Sorry, but stupid questions do exist, and they typically come from stupid people. As a student going through SEAL training, when (there was no if) a student asked a silly question the entire class would suffer. We all live with the power of choice, and if you choose to do “wrong,” then be prepared to reap the whirlwind. In Stephen Covey’s bestseller The 7 Habits of Highly Effective People, he speaks of how choice resides within the gap between stimulus and response, and how being responsible for one’s actions is more a matter of being response-able, or choosing the thought that will guide your behavior. Bottom line: accept responsibility for your actions and own up to your mistakes.
There Are Two Ways to Do Something ... the Right Way, and Again If a particular task is worth your time and energy, then it’s worth doing correctly. Sometimes you only get one shot at success. Make it count.
It’s All Mind Over Matter, If I Don’t Mind, Then it Doesn’t Matter This was something a SEAL instructor often said to us while punishing the class. Entrepreneurs share many traits in common such as independent thinking, blazing their own trails -- going against the grain despite the risk to pursue the passion that drives them. Nothing else to them matters.
On Your Backs, on Your Bellies, on Your Backs, on Your Bellies. Feet! Change happens when you least expect it, and it lasts indefinitely. Preparation won’t suffice, but adaptability will. A personal willingness to accept change and to adapt to it is what allows you to flourish in the unknown. Preparation is just the byproduct of a willingness to try. Source: Anybody Want to Quit? Enough said….www.entrepreneur.com/slideshow/232209
JANUARY/FEBRUARY 2016 - 3
Words of Wisdom Being ALL IN is a commitment to being your best both personally and professionally. It means you are fully focused on achieving your most important goals and serving every customer with excellence. Commit to taking the time and attention to do the job right, every time. Focus on improving yourself and growing personally. Own your results and commit to the best possible outcome in every situation. Begin with the end in mind.
Stephen Covey
One needs something to believe in, something for which one can have wholehearted enthusiasm.
Hannah Senesh
I must admit that I personally measure success in terms of the contributions an individual makes to her or his fellow human beings.
Margaret Mead
An empowered organization is one in which individuals have the knowledge, skill, desire, and opportunity to personally succeed in a way that leads to collective organizational success.
Stephen Covey
Effective performance is preceded by painstaking preparation
Brian Tracy
A goal is a dream with a deadline.
Napoleon Hill
What we make testifies who we are. People can sense care and can sense carelessness. This relates to respect for each other and carelessness is personally offensive.
Jonathan Ive
Each day you are leading by example. Whether you realize it or not or whether it’s positive or negative, you are influencing those around you.
Rob Liano
We may be personally defeated, but our principles never!
William Lloyd Garrison
Just because you’re an adult doesn’t mean you’re grown up. Growing up means being patient, holding your temper, cutting out the self-pity, and quitting with the righteous indignation. Why do so many people seem to love righteous indignation? Because if you can prove you’re a victim, all rules are off. You can lash out at people. You don’t have to be accountable for anything.
Brandon Stanton
We are all accountable for our actions; their affect and influence on our lives and the lives of others. Understanding the true meaning of accountability makes us strong and enables us to learn.
Sameh Elsayed
Make yourself accountable and your employees will hold themselves to a high standard.
David J. Greer
Where there is no accountability, there will also be no responsibility.
Sunday Adelaja
Leaders inspire accountability through their ability to accept responsibility before they place blame.
Courtney Lynch
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Words of Wisdom Take accountability... Blame is the water in which many dreams and relationships drown.
Steve Maraboli
The only way we succeed as a group is not simply following directions, but in keeping each other accountable for our actions.
A.J. Darkholme
Opinion is really the lowest form of human knowledge. It requires no accountability, no understanding. The highest form of knowledge- is empathy, for it requires us to suspend our egos & live in another’s world. It requires profound purpose larger than the self kind of understanding.
Bill Bullard
Sometimes your belief system is really your fears attached to rules.
Shannon L. Alder
An apology can be a wonderful thing so long as it is infrequent and from the heart. However, beware of the person who justifies bad behavior with apologies. For them it is a means to an end, and quite often at your expense.
Gary Hopkins
If you have built castles in the air, your work need not be lost; that is where they should be. Now put the foundations under them.
Henry David Thoreau
Dreaming about being an actress, is more exciting than being one.
Marilyn Monroe
Happiness, it turns out, is not the result of having it all but of appreciating what you have and enjoying the process of continual achievement.
Dan Baker
Happiness is not a goal...it’s a by-product of a life well lived.
Eleanor Roosevelt
Being a gentleman is a worthy goal.
Orlando Bloom
We may be personally defeated, but our principles never!
William Lloyd Garrison
JANUARY/FEBRUARY 2016 - 5
Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS DECEMBER 2015
GROSS VOLUME LEADERS DECEMBER 2015 1
Dave Kluger
2
Dion & Lynn Luzzi
3
1,542,847
1 Dion & Lynn Luzzi
515,394
1,030,788
2
Ralph & Noemi DiCristofaro
406,387
Allen & Susan Randolph
709,662
3
James Gibbs
399,535
4
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
532,294
4
Doug & Lisa Jameson
337,979
5
John & Shayna Luciani
481,383
5
Beth & Bill Russell
317,183
6
Michael Keating
428,596
6
D. Kluger
257,141
7
John Maughan
407,989
7
John & Shayna Luciani
240,691
8
Ralph & Noemi DiCristofaro
403,387
8
Ray Wardell
212,426
9
James Gibbs
399,535
9
Chris Delfino
189,632
10
Charles & Donna Vingoe
349,757
10
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
177,431
PER LICENSE AVERAGE VOLUME LEADERS JANUARY 2016
GROSS VOLUME LEADERS JANUARY 2016 1
D. Kluger
959,848
1 Doug & Lisa Jameson
2
Allen & Susan Randolph
654,439
2
Ralph & Noemi DiCristofaro
335,519
3
Dion & Lynn Luzzi
638,328
3
Mitch Kaikow & Stuart Cleary
324,356
4
Frank Mattos
486,170
4
Dion & Lynn Luzzi
319,164
5
Doug & Lisa Jameson
381,979
5
James Gibbs
229,024
6
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
351,476
6
Michael Geria
210,829
7
Ralph & Noemi DiCristofaro
335,519
7
Salvatore Marinello
208,586
8
Robert Citrangola
326,026
8
Thomas & Lyn Braun
201,510
9
Mitch Kaikow & Stuart Cleary
324,356
9
Robert Allen
192,865
10
Charles & Donna Vingoe
312,831
10 Scott & Lisa Smith
381,979
174,054
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Personal Best Volume Month
December 2015
January 2016
JANUARY/FEBRUARY 2016 - 7
Chart Toppers OCTOBER 2015
NOVEMBER 2015
Associated Revenue
Violante
Associated Revenue
Violante
Cleaning Commercial
C. Delfino
Cleaning Commercial
Pullham
Fire Commercial
In-house Construction
Sepe
Fire Commercial
Luzzi
In-house Construction
Randolph
Mold Commercial
R. Kluger Maughan
Randolph
Mold Commercial
Gibbs
Mold Residential
Rookie
Laing
Rookie
Fox Sepe
Subcontract Water Commercial Water Residential Total Volume
D. Kluger Mattos
Luzzi
Fox Laing
Subcontract
D. Kluger
Water Residential
D. Kluger
Total Volume
D. Kluger
Sepe
WHY GOOD EMPLOYEES LEAVE? A study came up with this surprising finding: If you are losing good people, look to their immediate supervisor. More than any other single reason, your manager is the reason people stay and thrive in an organization. Moreover, your manager is the reason why they quit, taking their knowledge, experience, and contacts with them: often, straight to the competition. “People leave managers not companies,” write the authors Marcus Buckingham and Curt Coffman, “So much money has been thrown at the challenge of keeping good people –in the form of better pay, better perks, and better training – when in the end, turnover is mostly a manager issue.” If you have a turnover problem look first to yourself, then to your managers and supervisors. Beyond a point, an employee’s primary need has less to do with money, and more to do with how they are treated and how valued they feel. Much of this depends directly on the immediate manager
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JANUARY/FEBRUARY 2016 - 9
Optimize Your Website Understanding the Online Marketing Funnel
Consideration The next step is consideration. Once consumers reach your website, they will review your website, judging your business’ credibility and capabilities to determine if they want to call you or hit the “Back” button on the browser to select another result. Call In the third step, the consumer calls you. This is a crucial “touch point” that will determine if you get the job or not. The consumer is judging your attitude and demeanor in addition to evaluating your capabilities. Conversion After you’re hired, a consumer is still evaluating your company. They need reassurance you can safely and effectively handle their restoration needs. They also want someone who will communicate progress and answer questions in a friendly manner.
Potential consumers use search engines to find local service providers, like restoration companies. The process begins with a search engine query and ends with the consumer paying a service provider to perform the work. This process is called the Online Marketing Funnel. The Funnel has four steps: Consumer Search, Consideration, Call, and Conversion. Consumer Search The first step is the Consumer Search. A consumer simply conducts a search on Google for a local search query like, “water damage cleanup Lakeview FL.” When the consumer clicks on one of the organic listings on the search engine results page, he or she is taken to a Franchise website.
Optimizing the Funnel We’ve introduced the Web Marketing Stages Model to guide you through optimizing your website for better performance. This guide was designed to optimize your website through the first two steps of the Online Marketing Funnel. In addition to ranking well locally on search engines, your website must also convert those website visitors into callers. The Web Stages Model Checklist guides you step-by-step on how to add quality content, which is crucial for both steps. The more examples of your work, testimonials, and blog posts, the more credibility and confidence consumers will have in your company and they will be more likely to call you. Remember, every time you enter content, you will be prompted to enter a category like Fire or Water Damage. You will want to have several pieces of content for every category. This way, when a visitor clicks on the “View More” link, they will see an impressive amount of related content. Be sure to utilize the instructions and best practices in the Web Marketing Stages Checklist. Download the Checklist To get started, download the Excel Spreadsheet Checklist by simply conducting a search on ServproNET® for “Web Overview.” Select the first search result, scroll down to the additional resources section and select the “Web Marketing Stages Checklist.” Save the spreadsheet to your computer and begin building your site with quality content.
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luger From: David K :23 A M EST 2, 2016 at 8:02 y ar ru eb F e: at D eister To: Frank Leim eimeister) ly missed! y (Mr. Frank L on m ti es pertise were sore T : ex ct d an ip Subje sh er leave, your lead r your medical te af ck ba e m u work with. loss foremost welco mentor to all yo a d an n io aware this Ace e at Frank, first and ir er w sp u in Yo an . th be yours to ank you. ess. A nd grow You have proven your efforts! Th r continued succ te ou ia to ec t pr an ap rt n po io is so im tire organizat tter of reference me. I and the en ho it t The attached le gh ou br and you clearly was high profile :39 PM GMT 1, 2016 at 7:51 y ar ru eb F e: at D ger To: David K lu Leimeister) dented ony (Mr. Frank m ti es T : ct e to an unprece je m b ho Su t go I Y; N ve n to help me to sa ton-On-Hudso ne ro C yo an in , o ne ag eo th m ed to find so dge of his all started a mon ies and knowle pes burst. I need lit pi Testimony. It bi to pa e ca du e rc se u u so e able re leak in my ho has unequaled gency staffs wer e er H em k. is an h Fr d disastrous water h an it k et w inal ca ll, Fran in finding distress, and m benefit anyone hours of my orig y 2 tl my property in ea in h gr it l il W w . s rs s of ie to elude othe the complexitie is network abilit gh H u l. ro ro th nt e co field that seem m er ed und provide me time. He guid aotic nightmare was cleared: to short period of a on si in to bring my ch is n m io is at H tu . si R out E s to deal the solutions to my rmed decision ab g fo in in br l an il g w the right expect in he ak at ster has helped advantage of m reassured me th that I have the not, Mr. Leimei so or the disaster and it n, io ve at ie el rm B fo accurate in the premise es and stress. with ample and rity and treated iminating hassl io el pr ss #1 re is og h pr se in u service made my ho the emergency disposition and is h at es rc u so re and ta kes me with all the ly as his own. with his clients al y it on gr si te es in of d pr , an y ld of respectfully heav y in the fie ess to his honest is cc su nd e ic ou gr rv se ck y ba needs. His e): guidance ute his emergenc er to his clients’ ng his client (m en vi st Frank can attrib gi li by od le go ib a ss g po phone , as well as bein ess as smooth as over, Frank is a oc is pr R e E th e e th great pride in it ak r te m s to ’t worry af e extra mile s. He also strive the process. Don ank has gone th of Fr e at ag st high-end house th y y er sa ev ld . His wou tention through a timely fashion In summar y, I . in e ed ic ne rv u se yo le and personal at g ib in ss yth ing the e the best po sist you with an vironment pend n, to provide m en ca n ly ea cl away ready to as an d m an hu fe he siness e a sa acquired all t and future bu re that you hav ec su sp in re to y , m nt to assure that he , ie st cl u ed forgot earned my tr appy and satisfi rces provided. I alit y! Frank has ou re es nt goal is to have h R sa d ea an pl es a ic ur home into erience, Serv r and people ings are in orde restoration of yo Dedication, Exp , th ge re d su le e w ak no m K ITH , to Honesty V IDING ME W in the dwelling O be R P to because of his: R e O m F ti K ok N Frank even to Y MUCH FR A to mention that NK YOU V ER A H E AT NEED. T . do to pposed TIME OF GR su A ey IN th E at IC h w V R do CY SE G EMERGEN OUTSTA NDIN J. Marcus 1/2/2016
JANUARY/FEBRUARY 2016 - 11
Here are a few tips and techniques from The Managers Coaching Handbook for your consideration: • Build their confidence by increasing their responsibilities. Start small and then increase as they achieve success. Sometimes employees are unsure of their ability to excel. Allow them to discover their hidden talents and encourage them to go beyond their current level of expectation. • Give frequent and accurate performance feedback. Explain carefully what is required of them to become a superstar on your team. • Teach them how to set goals to keep their performance on track and hold them accountable for meeting their goals. • Catch them doing things right, and then praise them. The more you focus on finding the good, the more you will find and the more they will do! Reinforced behavior becomes repeated behavior. • Hook them up with a superstar for mentoring. An effective mentoring program provides middle stars with positive role models and encourages superstars to be even more involved. That’s a good deal for everybody! Just remember, it’s often the small things you do that inspire your middle stars to become superstars! Lead Well, Lead Right, Eric Harvey & Your Entire Walk The Talk Team Recommended by Noemi Segura
Ke n z l e y
Nevaeh Kr i s t he
l & Ke n
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Born January 14, 2016 at 8:22 am Mother & daughter are gorgeous! Kenzley weighed 7.15 pounds and she was 20 inches tall!
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ACT NOW Auto-Dispatch Is Standing By! By Jessica Carmack Workforce Planning Manager When the SERVPRO® National Call Center was formed in 1994, no one imagined we would ever be in a position to discuss the notion of “auto-dispatch.” Ladies and gentlemen, the time has come! The first phase of auto-dispatch is available to help streamline the Call Center dispatch process of residential water and sewage losses, specifically.
How Does It Work? There are three components of the auto-dispatch process: 1. Job qualification Initially the only jobs that will be autodispatched are non-storm residential water and sewage losses. Furthermore, the loss address must be located inside a Franchise territory and not open territory. 2. Franchise qualification The Franchise must have a NAPA and dispatch status of green, with no status/removal/ opt-out notes, and have one or more corporate registered [and approved] e-mail addresses on file. 3. Franchise notification Once the job and Franchise are qualified for auto-dispatch, an e-mail will be sent to the Franchise using the registered e-mail addresses on file at Corporate. You may also register contacts to receive text notifications on webenabled mobile devices. These e-mail and text messages will allow you to electronically accept or reject the job referral. When you accept the job referral, the system will autodispatch it to your Franchise. Should you reject the job referral, you will be required to select a rejection reason. Doing so will send the job referral back to the Call Center for manual dispatch to another Franchise.
Why Utilize Auto-Dispatch? The easier question is why not? Here are a few reasons to consider. • Franchises will receive job leads faster from the Call Center. • There are a large number of job leads that require no manual intervention and can be automatically dispatched. • As job referral volumes grow, particularly in the commercial markets, Customer Service Representatives will be able to concentrate more on serving the commercial customer, allow you to electronically accept or reject the job referral. When you accept the job referral, the system will auto-dispatch it to your Franchise. Should you reject the job referral, you will be required to select a rejection reason. Doing so will send the job referral back to the Call Center for manual dispatch to another Franchise. Don’t miss out! More detailed information is available for Franchises interested in participating in this new program. Finally, a special “thank you” goes out to our Franchises who participated in the auto-dispatch pilot program. Their feedback has been instrumental to help get this technology ready for the field, and continues to help us with future plans for program expansion. The autodispatch program is certainly a change for how we do business, so don’t miss out on this exciting opportunity. Act now because auto-dispatch is standing by! CALL CENTER Skilled representatives available at all times to capture and deliver opportunities for qualified Franchises.
JANUARY/FEBRUARY 2016 - 13
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.” Believe it or not, there are SERVPRO® impersonators out there and it is illegal for them to use our trademarked name or any of our branding elements.
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 If your vendor technician has listed it incorrectly (as in Pro-Serve, or other derivative or a corporation name) If so, have your computer or phone technician; change it to your LEGAL Franchise Name March
April
Follow The System
Be The Brand