JULY 2015
In this issue: 1 John Maxwell: Making Attitude Your Greatest Asset 2 Get Inspired 3 Words of Wisdom 4 New Franchise! 4 Top Ten Volume Leaders 5 Personal Best Volume May 2015 5 Chart Toppers 6 KUDOS 8 Navigate ServproNET® 9 Southcoast Emerging Leaders 10 BE THE BRAND 11 Raise the Roof 11 Applause
Attitude is a Choice The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than education, than money, than circumstances, than failures, than successes, than what other people think or say or do.
SUN
THE
SERVPRO® of Southern New England and New York
John Maxwell: Making Attitude Your Greatest Asset Making your attitude your greatest asset begins when you choose to have the right attitude. Once that decision is made, the following steps will help you achieve an attitude that will be a positive difference-maker in your life.
It is more important than appearance, giftedness or scale.
What I have discovered is that time spent on the front-end thinking about these issues will allow me to get right to the heart of the problem. Think long, act on the short is my philosophy. And just like the amateur logger who only works on what he sees in front of him, if we don’t take the time to evaluate, we will create extra work and grief for ourselves. There are three stages of evaluation that I have found to be very helpful.
It will make or break a company… a church… a home.
•
The remarkable thing is we have a choice every day regarding the attitude we embrace for that day.
•
We cannot change our past.… We cannot change the fact that people
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act in a certain way. We cannot change the inevitable. The only thing we can do is play on the one string we have, and that is our attitude…. I am convinced that life is 10 percent what happens to me and 90 percent how I react to it, and so it is with you…. We are in charge of our attitudes. Chuck Swindoll, The Power of Attitude:
Evaluate Your Present Attitude I think most people, myself included, are prone to go for the quick fix instead of taking a moment to step back and evaluate the best option before we act. A good illustration of this point is the logging industry. When logs get jammed in the river, an amateur logger will only work on one log at a time in an attempt to free the logs. Whereas a seasoned logger will look along the river for a high point where he can get a bird’s-eye view of where the logjam is, so he can go right to the area that is causing the problem, saving valuable time as a result. Sometimes when we evaluate ourselves and we look at things we do not like, there is a tendency for us to over engage in a lot of activity.
Identify Problem Feelings—What attitudes make you feel the most negative about yourself? Usually feelings can be sensed before the problem is clarified. Write them down. Identify Problem Behavior—What attitudes cause you the most problems when dealing with others? Write them down. Identify Problem Thinking—We are the sum of our thoughts. “As a man thinks within himself, so he is.” What thoughts control your mind? Although this is the first step in correcting attitude problems, these are not as easy to identify as the first two. continued next page...
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continued from cover Have a Desire to Change No choice will determine the success of your attitude change more than desiring to change. When all else fails, desire alone can keep you heading in the right direction. Many people have climbed over insurmountable obstacles to make themselves better people when they realized that change is possible if they really want it badly enough. My good friend and mentor Fred Smith said it best: “You are the way you are because that’s the way you want to be. If you really wanted to be any different, you would be in the process of changing right now.” Change Your Attitude by Changing Your Thoughts That which holds our attention determines our actions. We are where we are because of the dominating thoughts that occupy our minds. William James said, “The greatest discovery of my generation is that a human being can alter his life by altering his attitude.” • • •
Major premise: We can control our thoughts. Minor premise: Our feelings come from our thoughts. Conclusion? We can control our feelings by learning to change one thing: the way we think. It is that simple. Our feelings come from our thoughts. Therefore, we can change them by changing our thought patterns.
Manage Your Attitude Daily Maintaining the right attitude is easier than regaining the right attitude. Elbert Hubbard said, “Be pleasant until 10 o’clock in the morning, and the rest of the day will take care of itself.”
GET INSPIRED Introducing Best-Selling Author and Keynote Speaker, Jon Gordon Jon Gordon’s best-selling books and talks have inspired readers and audiences around the world. His principles have been put to the test by numerous NFL, NBA, MLB coaches and teams, Fortune 500 companies, school districts, hospitals, and non-profits. He is the author of numerous books, including The Wall Street Journal bestseller The Energy Bus, Soup, The No Complaining Rule, Training Camp, and The Carpenter. Jon and his tips have been featured on the Today Show, CNN, Fox and Friends, and in numerous magazines and newspapers. His clients include the Atlanta Falcons, LA Clippers, Pittsburgh Pirates, Campbell Soup, Wells Fargo, Northwestern Mutual, Publix, Southwest Airlines, Bayer, West Point Academy, and more. Jon is a graduate of Cornell University and holds a Master’s in Teaching from Emory University. He and his training/consulting company are passionate about developing positive leaders, organizations, and teams. When he is not running through airports or speaking, you can find him playing tennis or lacrosse with his wife and two teenage children.
JULY 2015 - 3
Words of Wisdom Attitude is a Choice Every morning we wake up with the same choice: What will my attitude be today? Ask yourself that without fail. Decide that no matter what the day brings, your attitude will include three elements: an awareness of how far you’ve come, gratitude for where you are, and determination to keep moving in the right direction. Toni Sorenson To get up each morning with the resolve to be happy ... is to condition circumstances instead of being conditioned by them. Ralph Waldo Trine Attitude is a little thing that makes a big difference. Winston S. Churchill An attitude of positive expectation is the mark of the superior personality. Brian Tracy Life is 10 percent what you make it and 90 percent how you take it. Irving Berlin We who lived in concentration camps can remember the men who walked through the huts comforting others, giving away their last piece of bread. They may have been few in number, but they offer sufficient proof that everything can be taken from a man but one thing: the last of the human freedoms – to choose one’s attitude in any given set of circumstances, to choose one’s own way. Viktor E. Frankl Ability is what you’re capable of doing. Motivation determines what you do. Attitude determines how well you do it. Lou Holtz There is very little difference in people, but that little difference makes a big difference. The little difference is attitude.” W. Clement Stone Life is not a matter of chance...it is a matter of choice. Ka Our life is what our thoughts make it. Marcus Aurelius Man’s rise or fall, success or failure, happiness or unhappiness depends on his attitude... a man’s attitude will create the situation he imagines. James Lane Allen The most powerful control we can ever attain is to be in control of ourselves. Chris Page Morale and attitude are fundamentals to success. Bud Wilkinson Every day, you get the opportunity to change your life. Change what you do not want. Change what makes you unhappy. Rodolfo Costa
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Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS MAY 2015
GROSS VOLUME LEADERS MAY 2015 1
David Kluger
1,290,369 1
John Majeski
382,403
2
Allen & Susan Randolph
746,294 2
Dion Luzzi
349,220
3
Dion & Lynn Luzzi
698,441 3
Scott & Lisa Smith
323,134
4
John Maughan
696,303 4
Robert Citrangola
318,179
5
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
660,065 5
Scott & Lisa Smith
312,534
6
Frank Mattos
645,317 6
John Luciani
301,514
7
Robert Citrangola
636,359 7
Ralph & Noemi DiCristofaro
290,559
8
John & Shayna Luciani
603,028 8
Bill & Beth Russell
266,590
9
Michael Keating
382,575 9
John & Madeline Beck
224,560
10
John Majeski
382,403 10
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
220,021
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PERSONAL
BEST
Personal Best Volume Month May 2015
Chart Toppers March 2015 Associated Revenue Mattos Fire Commercial Sepe Fire Residential Jameson In-house Construction Randolph Resale Rookie Keating Subcontract D. Kluger Water Residential Mattos Total Volume D. Kluger
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Phone Greeting Change It is still a great day at SERVPRO® but in the effort of maintaining consistency with our “Here to Help” initiative, the SERVPRO® National Call Center greets customers as follows: “Thank you for choosing SERVPRO®; we are always here to help. This is (your name); how may I assist you?” We encourage you to consider changing the way your office answers the phone and incorporate this greeting for your customers. Customers pay attention to the details and your phone greeting sets the stage for their customer service experience. Insurance companies, commercial clients, and consumers have a choice when selecting a cleaning and restoration company. This phone greeting allows us to highlight our focus on customer service while also thanking them for making the right choice to call SERVPRO®. Lastly, when an insurance company representative or consumer contacts the Call Center, we end the call, again, by thanking them for choosing SERVPRO®. The right words really do make a difference! Please refer to Episode 20 of SERVPRO® TV for more details about our phone greeting change and phone menu options. Jessica Carmack Workforce Planning Manager
JULY 2015 - 7
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Navigate ServproNET® Tips and Shortcuts to Help You Find Information Faster April 2015 In a typical month, Franchise personnel
page, with all of the bulletins, forms,
Support Page
visit ServproNET® over 110,000 times.
FAQs, and presentations for that
ServproNET® is a great resource
The support page is home to many
insurance carrier
helpful resources. A link to page can be
with thousands of pages of valuable information, but its sheer size can be intimidating and cumbersome. After
• Search by insurance carrier— A search for the search term, “State
found in the header of ServproNET®. • Bulletin searches—First, search
Farm,” will take you to a Bulletin
for the word “bulletin”; then, select
from Franchises, we’ve compiled
searches—First, search for the word
the first option, “All Bulletins” from
some helpful tips to improve your
“bulletin”; then, select the first option,
the results page. Finally, select the
ServproNET® experience.
“ All Bulletins” from the results page.
“Edit Criteria” button to complete
Finally, select the “Edit Criteria”
your search.
fielding hundreds of calls and e-mails
ServproNET Search Tool ®
button to complete your search.
The easiest way to locate information on ServproNET® is by using the Search
Bulletin Search Tool
Tool located in the Header of each page
You can navigate to the bulletin
of the site. In an average month, this
search tool from the ServproNET®
tool is used over 40,000 times to help
home page. The bulletin search
Franchises locate information. You first
tool appears at the bottom of the
type a keyword or a search term and hit
ServproNET® home page. After
enter; then, review the results page and select the best match. • Search by subject—For example,
you can search by subject, date, Bulletin number, and department.
if you are looking for DryBook™
For example, if you can’t remember the
training resources, you should
bulletin number, but you remember it
begin by searching the keywords:
was about NAPA guidelines, you could
“DryBook training.” Then, select
search for the word NAPA.
the result most closely matching your need. •
clicking the “Edit Criteria” button,
Bulletin Search Tool You can navigate to the bulletin search tool from the ServproNET® home page. The bulletin search tool appears at the bottom of the ServproNET® home page. After clicking the “Edit Criteria” button, you can search by subject, date, bulletin number, and department. For example, if you can’t remember the bulletin number, but you remember it was about NAPA guidelines, you could search for the word NAPA. Tip: You may need to expand the date
Tip: You may need to expand the date
range when searching for older bulletins
Search by insurance carrier—A search range when searching for older bulletins
because the default search setting is the last
for the search term, “State Farm,” will
because the default search setting is the last
12 months.
take you to a State Farm insurance
12 months.
JULY 2015 - 9
SOUTHCOAST EMERGING LEADERS Emerging Leader: Doug Glassman Congratulations on being nominated for the SouthCoast Emerging Leader Award! Your name has been submitted for the 2015 SouthCoast5, an award targeting rising young leaders in our region. A partnership of five organizations is reviewing nominations and award winners will be announced at a June 4 event, at which all nominees will be recognized. The SouthCoast Emerging Leaders award is a joint endeavor of SouthCoast Media Group, Leadership SouthCoast, Charlton College of Business, New Bedford Area Chamber of Commerce and the SouthCoast Young Professionals Network. We came together in 2013 to create an award that would identify the region’s best young talent. Now that you’ve been selected, we’d like to hold you up to the rest of the region and showcase your accomplishments. The awards gala is to be held at the Whaling Museum in New Bedford... Doug Glassman, 33 President, Owner, SERVPRO® of Dartmouth/New Bedford South & SERVPRO® of Marion/Middleborough Educational degrees: Bachelor’s, Business Management, UMass, Amherst, MBA, Business Management, Nichols College Career highlights: After college, I resided and worked the next 10 years for a Fortune 500 company in the Boston area while focusing on business operations and logistics. During this time, I also obtained my M.B.A in Business Management from Nichols College. The next chapter of my life brought me back to the SouthCoast area that I was originally from to follow my passion and fulfill a life-long dream of being a business owner. To accomplish this, I purchased two SERVPRO licenses that cover the South Coast. Now two years into owning the local SERVPRO franchises, I have been successful in doubling its business. Community service: Currently I am an active member of the following SouthCoast organizations: the South Coast Business Alliance, NB Area Chamber of Commerce, Cranberry Country Chamber of Commerce, South Coast Hospital System Council, South Eastern Mass Association of Realtors, and the SouthCoast Young Professional Network. As the owner of Servpro, I have donated and performed countless services for many local charities and charitable organizations. My main focus throughout my career has been to create an environment for others to succeed. This method aided me throughout my career in the corporate world as well as in owning my own business here in the SouthCoast. My ideal SouthCoast: My ideal SouthCoast is cultured and upbeat. It is historic, yet with a modern twist. An exciting, civilized and safe place for anyone to visit and live. A community, which offers quality healthcare and an exceptional education. It’s prosperous and offers opportunities for anyone to thrive if they work hard and earn it. It offers beautiful parks, it’s colorful, entertaining, and a place to see/be seen. Overall, what I just described is how I feel about the SouthCoast; it is why I live and own a business here. Congratulations on being nominated for the SouthCoast Emerging Leader Award!
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Use your Proper Brand Name SERVPRO® of Your Legal Franchise Name That’s right: all-caps with the registration mark.
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 YOUR EMPLOYEES, VENDORS & CUSTOMERS KNOW & CORRECTLY USE THE BRAND
A
resource for all of your branding questions? YES! It does exist.
The Brand Identity Guide (BIG)—previously known as the Advertising Resource Guide (ARG)—is full of information and guidelines on the proper use of SERVPRO’s Brand identity, including information on logo usage, vehicle wraps, letterhead and business cards, advertising options and specifications. There is also a Canadian-specific BIG for our Canadian Franchises. The BIG is updated each January and it is important to refer to the most recent edition, available for download on ServproNET®. Become familiar with the BIG! Print it out, keep a copy or two in the office, and bookmark it on ServproNET®. This will help you instantly find answers, and make the branding and legal approval process quicker and easier. If you have vendors who need branding information, you can also send them the guide to ensure Brand accuracy. To quickly sort through the BIG, you can refer to the Table of Contents, or open the digital file in Adobe Acrobat and click Edit > Search to search for keywords within the Guide. Using the BIG is easy, and a necessity to ensure the SERVPRO® Brand is used consistently by the almost 1,700 Franchises in the system. Just remember, the BIG is your first source for branding answers!
JULY 2015 - 11
By Kevin Brown Assistant Vice President of Marketing Excerpt from January 2015 SERVPRO® NEWSLINE 1. Work on you. Everything starts with you. I was taught a concept early in my career called You, Inc. The idea of You, Inc., is that we are all just like a business. We are making, creating, producing certain goods and services and offering them to the people around us. We offer our “goods and services” to our family, our friends, our customers, our clients, our employer, and even complete strangers. Remember, we can only change ourselves. We can only be responsible for what we do. We can only control the “goods and services” we produce. What will you do this year to improve you? What is the one thing you could do that would make the biggest difference for you personally? Maybe it’s your health, finances, or your attitude…maybe it’s a class you need to take, a habit you need to break, or a book you need to read. Whatever it is for you—pick the one thing you will focus on to improve yourself in 2015. 2. Work on your relationships. Let’s face it, life isn’t perfect and life isn’t easy. I love what Helen Keller said, “Life is short and unpredictable. Eat the dessert first.” The true joy in life comes from the people we take the journey with—our friends and family— the people who love us unconditionally and support us are vital to doing work that matters and achieving success and significance in our life. In 2015, I would ask you to commit to this area of your life. Commit to improving one thing about the quality of your relationships and work on that as your special project. Barbara Jordan said, “If you want to be interesting you must first be interested.” While step 1 is all about you, step 2 is all about others. What one thing could you work on that would improve the quality of your relationships with the people who mean the most to you? Make time to work on your relationships and watch the other areas of your life flourish in the process. 3. Work on your business. The only reason to grow your business is to help people. That is a bold idea. But isn’t it about making money? Absolutely—
that’s certainly part of it, but money is simply a means to an end. It is a vehicle allowing you to create the life you desire for you and your family. Here is the part many people miss—it’s also the gateway to creating opportunities to influence the world around you. A lot of people chase success and attach a profit and loss goal to measure it. But I believe the great ones are chasing a goal to serve people and they’ve attached a level of contrition and significance to measure it by. They know if they serve others well, the money tends to follow. Doing work that matters is vital to fulfilling that place within us that longs to be relevant. We are hard-wired to matter. You were born to achieve something great and do something that helps people. That is what I believe. I don’t buy into the “just get by” theory of existence. I don’t believe you were created to be ordinary or its close cousin, average. I believe with all of my heart you were made with a special blend of talents, gifts, abilities, and intellect to achieve a purpose that is unique to you. I believe your purpose is unfolding right where you are this moment. We are all SERVPRO®—but we are all part of this family for a reason and a purpose that is one of a kind. Your contribution to others through SERVPRO® is as unique and special as your DNA. That, in my opinion, is what makes SERVPRO® special. I love the new tagline Southwest Airlines is using in their TV commercials, “Without a heart, it’s just a machine.” You see, I think the one thing that makes SERVPRO® great is the collective heart represented by the people who make up this Brand. So here’s the final step in my raise the roof strategy for 2015— what can I work on in my business right now that would make the greatest improvement? What can I learn, embrace, or implement that would allow me to grow beyond my past achievements and reach a new level of success? In 2015, stretch yourself in the service of others. Grow your business, grow your people, and grow yourself. The responsibility and blessing of leadership is helping people discover the best version of themselves—and the true reward comes when we find our best self in the process.