OCTOBER 2015
In this issue: 1-2 Effective Communication 2 Words of Wisdom 3 The Best Communication 4 New Franchisee & Top Ten Volume Makers 5 Personal Best & Chart Toppers, Extrordinary Volume 6 Can’t Fake Personality 7 New Arrivals 8 The SERVPRO® Way 9 Avoid Audit Pitfalls 10-11 Marketing Theme Calendar 12 Be the Brand
SUN
THE
SERVPRO® of Southern New England and New York
We are committed to effective communication at every level to ensure that we “connect” with the people we serve Technology gives us power, but it does not and cannot tell us how to use that power. Thanks to technology, we can instantly communicate across the world, but it still doesn’t help us know what to say. Jonathan Sacks We have all heard that communication questioning, and directing production is the key to healthy relationships. This crew performance, which interrupts the wisdom is accurate and is applicable in the workflow and lengthens the job complerestoration industry, too. How effective is tion process. By starting the job with communication in your Franchise office? effective communication between service providers and customers, the Servpro ProCommunication is critical in dealing duction Team will take an important first with home and business owners regarding step in a job well done. mitigation and restoration goals, possible worksite issues, best work practices, and Effective communication is not just anticipated completion timelines for a important between the Servpro Production restoration project. All of the proceeding Staff and the customer. It is also imporshould be key performance measures in tant to have open lines of communicaproduction job pre-planning. tion that involve all within the organization who may be involved in the loss; If the project coordinator has not made such as, the Franchise Owner, Production a best effort to ensure the home or Management, Marketing Representatives, is expended on problems and issues, which business owner is informed of, has a clear Production Employees and Administrais avoided if clear communication and open understanding of the job-completion tive Personnel, to insure job–file compledialogue is present from the beginning of process, has answered all customer tion, accuracy within acceptable time conthe job process. questions, and addressed any concerns in straints and completed Job Satisfaction. advance of starting work, then the lines of Some customers are not as interested continued next page... open, accurate communication are suspect in the job completion process as others from the start and in possible jeopardy. are and are only concerned that the best job be completed in the shortest time A lack of communication between project possible with accurate billing submitted managers and home or business owners will to whomever is responsible for payment. not always lead to problems on the job but Some customers, however, want to be in our experience, lack of communication present, actively engaged, and involved is at the root of many customer complaints in the entire mitigation and restoration during and after work completion. The process. The latter may involve observing, result is that much time, energy, and focus
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continued from cover A Project Coordinator should lay out a plan for the mitigation/restoration project, which will answer each customer’s questions, and the Production Technicians must be apprised of the Project Coordinator plan of action. There must be daily follow-through, inspection and verification, to ensure that the Job Completion Process is accomplished according to proper protocol. Otherwise, service questions and issues may be raised by the customer, which can delay job completion leading to external compliance issues. To address any production, logistics, or client issues quickly, Managers must communicate effectively and efficiently with technicians during the various steps of the project. There should be protocol for entering notes in a Job Diary, recording any abnormalities, challenges, and customer interaction as well as a daily task completion checklist for communicating daily activities to Project Managers, the Administrative Staff, and Owners as necessary. Open dialogue and detailed communications, with documentation, is necessary in dealing with externally involved parties such as adjusters, inside claims personnel, insurance agents, and property managers. Keeping everyone apprised during the Job Completion Progress and addressing questions or complaints immediately will ensure a successful mitigation/restoration project with a satisfied customer and timely payment! Efficient Communication contributes to a contented, happy work force and an environment where all involved may enjoy the achievements of a job well done! “Communication problems are described as the #1 obstacle to workforce collaboration and organizational effectiveness. Poor communication can lead to a whole host of counterproductive outcomes and is detrimental to both your workplace culture and your bottom line.”
Words of Wisdom In the last analysis, what we are communicates far more eloquently than anything we say or do. Stephen Covey The most important thing in communication is hearing what isn’t said. Peter Drucker The single biggest problem in communication is the illusion that it has taken place. George Bernard Shaw We have two ears and one mouth so that we can listen twice as much as we speak. Epictetus The art of communication is the language of leadership. James Humes The more elaborate our means of communication, the less we communicate. Joseph Priestley To listen well is as powerful a means of communication and influence as to talk well. John Marshall A man’s character may be learned from the adjectives, which he habitually uses in conversation. Mark Twain Effective communication is 20% what you know and 80% how you feel about what you know. Jim Rohn Just open, honest communication is the best thing in the world. Brett Davern Honest communication is built on truth and integrity and upon respect of the one for the other. Benjamin E. Mays Intelligence, knowledge or experience are important and might get you a job, but strong communication skills are what will get you promoted. Mireille Guiliano There is nothing more fearful for the average person in our society than to stand before a group of people and speak. Charles R. Swindol Most people have to talk so they won’t hear. May Sarton Polite conversation is rarely either. Fran Lebowitz Extremists think ‘communication’ means agreeing with them. Leo Rosten In communications, familiarity breeds apathy. William Bernbach If what is communicated is false, it can hardly be called communication. Benjamin E. Mays
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The Best Communication Reprint from June 3, 2013
By Robert Willis
and enthusiastic, but are never condescending. Communicators make articulate statements that serve to inspire and encourage those around them. The best communicators are engaged in hourly, daily, weekly, monthly, quarterly, and yearly activities. They support their subordinates and fellow
The best communication creates mutual understanding. Effective communicators listen well, analyze needs, and focus on answers that provide solutions based on the needs of the other party. Being a great communicator is so much more than being a big talker. Constantly talking is the opposite of effectively communicating; when business owners are always trying to be heard, they miss the value in hearing from others. The best communicators are experts at paying thoughtful attention to those around them and are also experts at hearing what was not said. The best communicators know that is it best to be forthright, honest, and timely, regardless of whether the news is positive or negative. They know that people appreciate transparency and truth. The best communicators utilize a variety of mediums to disperse information. They share their goals and plans for their organization. Key members of an organization can only work together for a common goal if they know the goal. The best communicators express appreciation and gratitude, and they reassure and calm those around them. Great communicators are confident
leaders to do the same. During the summer months, when business can be a bit slower, it is important that Owners communicate with key personnel so that all components of the business are working together toward a common goal. The best Franchise Owners and entrepreneurs lead by example and precept. When a Franchise Owner tries to communicate one thing to employees, but acts in a way that is contrary, the mixed message dilutes the potency of the communication. Great communicators follow the rules. For those who are not confident in their communication skills, there are many resources available to them. There are classes, books, and even professional coaches that can increase communication effectiveness. The goal should be to maximize the important skills of communication through knowledge, preparation, rehearsal, and performance. Remember that a key characteristic that most successful entrepreneurs and the best communicators possess and exhibit the critical skill of effective communication. Most of us are not good listeners and therefore not the best communicators. Research suggests that we only remember between 25% and 50% of what we hear. That means that when you speak to colleagues, customer, or other for 10 minutes, they pay attention to less than half of your conversation.
Five key elements of active listening will help ensure you are participating in the best communication 1. Pay Attention Give the speaker your undivided attention, and acknowledge the message and recognize that non-verbal communication also “speaks” loudly• Look at the speaker directly • Put aside distracting thoughts • Do not mentally prepare a rebuttal • Avoid being distracted by environmental factors • “Listen” to the speaker’s body language 2. Show That You Are Listening Use your own body language and gestures to convey your attention • Nod occasionally • Smile and use other facial expressions • Note your posture and make sure it is open and inviting • Encourage the speaker to continue with small verbal comments 3. Provide Feedback Our personal filters, assumptions, judgments, and beliefs can distort what we hear. Your role as the best communicator, is to understand what is being said • Reflect what has been said by paraphrasing • Ask questions to clarify certain points • Summarize the speaker’s comments periodically 4. Defer Judgment Interrupting is a waste of time. It frustrates the speaker and limits full understanding of the message. • Allow the speaker to finish each point before asking questions • Do not interrupt with counter arguments 5. Respond Appropriately Active listening is a model for respect and understanding so be candid, open, and honest in your response • Assert your opinions respectfully. • Treat the other person in a way that you think he or she would want to be treated Start using active listening today to become the best communicator, improve your workplace productivity, and develop better relationships.
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Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS July 2015
GROSS VOLUME LEADERS July 2015 1
David Kluger
1,981,784 1
Thomas & Lyn Braun
430,418
2
John Maughan
693,023 2
Lisa & Doug Jameson
372,486
3
Robert Citrangola
656,108 3
Mitch Kaikow & Stuart Cleary
363,354
4
Allen & Susan Randolph
633,022 4
David Kluger
330,297
5
Dion & Lynn Luzzi
544,489 5
Robert Citrangola
328,054
6
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
527,167 6
Dion & Lynn Luzzi
272,274
7
John & Shayna Luciani
517,810 7
Scott & Lisa Smith
259,043
8
Thomas & Lyn Braun
430,418 8
John & Shayna Luciani
258,905
9
Frank Mattos
404,611 9
Ralph Rimualdo
258,034
10
Lisa & Doug Jameson
372,486 10
John Majeski
252,006
OCTOBER 2015 - 5
Chart Toppers June 2015 Associated Revenue Sheperd Cleaning Residential D. Kluger Fire Commercial Mattos In-house Construction Randolph Mold Commercial R. Kluger Mold Residential D. Kluger Rookie Fox Laing Subcontract D. Kluger Citrangola Personal Best
Personal Best Volume Month August 2015
Water Commercial D. Kluger Water Residential Mattos Luciani D. Kluger Total Volume D. Kluger
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You Can’t Fake Personality, Passion or Purpose Richard Branson Founder at Virgin Group Aug 31, 2015 Each week, our jobs mailboxes are loaded with people wanting to become part of the Virgin story – but unfortunately not everyone can join the team. To help us find the best people for the roles on offer, we are guided by a few very-Virgin values. Here are the four principles that we feel make a successful professional. The first thing we look for when hiring new staff is personality. In my eyes, personality always wins over book smarts. Company knowledge and job-specific skills can be learned, but you can’t train a personality. We look for people who are friendly and considerate, and who like working with others. From our airlines to our call centres, and our office buildings to our gym floors, you will always see smiling people working together to get the job done. These personalities make our staff successful, and, in turn, our businesses successful – they also keep our company culture vibrant. We also place more importance on experience rather than qualifications. The person with the top grades and most credentials isn’t always the best person for the role. Time and time again I’ve seen people with a background of broad-ranging employment and skills hired for a job where they don’t necessarily tick the specialist criteria boxes, but become incredibly successful by offering a new level of understanding to the role. With this in mind, we focus on hiring people with transferable skills — team players who can pitch in and help others in all sorts of situations. It’s important never to underestimate the power of versatility. Somebody who thinks a little differently can help a business see problems as opportunities and inspire creativity. Spanx’s CEO Sara Blakely once said to me: “The smartest thing I ever did in the early days was to hire my weaknesses.” I couldn’t agree more. I can attribute a lot of my success in business to hiring people who had the skills I lacked. For a business to grow there needs to be a healthy level of delegation. When my friends and I started Virgin, none of us were any good with numbers. Rather than try to act as accountants and do the job badly, we found Jack Clayton. Jack shared our passion, and had a knack for numbers that helped us become successful and grow. If you’re the one hiring, evaluate where your company could improve, and seek out qualities in people that will help you make those improvements. If you’re applying for a role, look for ways in which you can add to, and improve, the business. Nowadays, it’s rare that people work nine to five. We’re more connected than ever before, so many of us are working longer hours and with more commitment. With this is mind, it’s important to find and hire passionate people, who genuinely care about the business and its purpose. Purpose is no longer a buzzword. It’s a must-have. Passion and purpose will keep people focused on the job at hand, and ultimately separate the successful from the unsuccessful. At Virgin, we’re known for our culture, and our culture is solely determined by our people. Our people are our greatest asset and the lifeblood of the brand, and are therefore crucial to the success of our businesses. They are what keep us relevant and ahead of the game. To make sure we continue to deliver a standout company culture, we make hiring our number one priority. While it may seem like a desperate rush to get somebody through the door to help carry the load, it is worth being patient to find the right person, rather than unbalancing the team. Recommended Reading by Michelle Broggy
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Leadership
The SERVPRO® Way
Preparing Yourself to Lead and Manage Others By Allison Isaacson, Training Specialist, Management Development Specialist SERVPRO®, if you are unable to effectively lead yourself and manage your own life, how can you realistically expect to successfully lead and manage others? While we are working diligently to develop the Management and Leadership components of The SERVPRO® Way, please work through the Personal Development (PD) modules available on ServproNET®. If you have already been through the full program, how are you progressing on your short, intermediate, and longterm goals? Revisit your goals, values, and roles. Have you accomplished some of your goals? Never become complacent and stop working toward your goals; set new ones! Have your primary roles in life changed? Make sure the way you spend your time and expend your energy reflects who you want to be and who you aspire to become. Adopt the behaviors of the person you would like to be; start today. Watch The SERVPRO® Way Personal Development videos while following along in the workbook and completing each exercise thoughtfully. Once you have done this, don’t stop there. Review your values, aspirational roles, and goals daily. Keep them in the forefront of your mind so your subconscious mind literally helps guide you there. All 14 of the modules and their accompanying resources are available on the Downloads page of the Personal Development section of www.servproway.com. Did you know the four modules of “Section 2” PD material exist? Section 1 (the first 10 modules) helps you dig deep to identify
your purpose, evaluate your beliefs, and define your values so you set meaningful goals. Section 2—“A Commitment to Achievement”—was created to help you stay focused on the action plans you produced in Section 1. In Section 2, Module 11 aims to support mental toughness. Everyone faces challenges in day-to-day life, and this module will help you stay on the path you outlined for yourself despite those challenges and distractions. Module 12 details a weekly planning process to help facilitate that. Schedule fixed time into your week, during which you are working solely on your wildly important professional goals, developing a role you may have neglected, or focusing on something else you have decided is important for you and your life. If you aspire to be more of a family person, dedicate nonnegotiable time and attention to your loved ones. Module13—Neuro-Linguistic Programming: Defining a Clear Target—delves into the science of self-image management. Th is includes examining your internal thoughts and behavioral patterns. As you develop self-awareness, you understand many of your perceptions are skewed. Train your brain to stay positive and remain concentrated on your defined targets, rather than fall into negative thinking patterns. Finally, Module 14 equips you with a daily planning process to ensure excellent execution of your roles, responsibilities, and process goals each day.
OCTOBER 2015 - 9
AVOID AUDIT PITFALLS
Review of the Most Common MetLife Audit Rejections Brittany Carter Quality Assurance Team Lead During our series, common rejection reasons vary by client. Let’s take a look at the common job file audit rejection reasons specific to MetLife Property and Casualty. The five most rejected audit reasons for MetLife are Validate Drying Workbook, Vendor Notification, Photos Uploaded, Missing Walls, and Authorization to Perform Validate Drying Workbook • The Drying Workbook must be uploaded when drying is performed. • Ensure the Drying Workbook exported into Xactimate® has been completely filled out. • Changes cannot be made to an exported workbook and any changes will need to be made in DryBook™. • Equipment shown in the Workbook should match what is charged in the estimate. • Charges in estimate should match the size of equipment shown on the Calculation Sheet. • Any missed readings should have notes explaining why readings were not taken. Vendor Notification • Any specialty equipment line items contained in the estimate must have documentation in the opening statement stating the name of the MetLife representative who gave approval. • MetLife must be informed of losses with Category 2 or 3 water and Class 3 or Class 4 drying situations. These notes must be in the file. • Contents pack-out and/or contents cleaning must be communicated to the MetLife claims handler. • Any discoveries of mold must also be communicated to the MetLife claims handler, regardless of amount. Photos Uploaded • There must be photos of every room affected or a valid note explaining why photos were not taken. • A photo of the source of damage must also be uploaded. • MetLife does require photos of specialty equipment and post-demo photos. • Photos must be labeled with the name of the room where the photo was taken. Missing Walls • Any opening (regardless of size) must be deducted from the wall, ceiling, and floor calculations. This includes doors, windows, and missing walls. • This guideline applies to affected areas of the structure. • If you need assistance with how to enter missing walls in Xactimate®, there are instructions viewable on the “Help” tab in the audit system. Authorization to Perform • The Authorization to Perform Services Form must be uploaded. • The customer’s signature must be present on the form or an explanation should be provided explaining why the form was not signed. • Information provided on the form should match the information on the job file. These common rejections are companywide and, as always, I encourage your Franchise to view your own Reports to see the Most Rejected Questions for your office. Your common rejections may differ greatly from these listed above, and to find out what the common rejections are for your Franchise, click on the “Reports” button in the top-left of your audit system. This can be very helpful to see if there are areas that need to improve to prevent further rejections. Payment is the goal and fewer rejections=faster payment.
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SEPTEMBER N ATIONAL PREPAREDNESS MONTH (NPM) S ervpro Industries, Inc. is proud to be a member of the National Preparedness Month Coalition and is committed to helping the U.S. Department of Homeland Security in their efforts to promote the importance of preparedness planning. As a Coalition member, SERVPRO® is responsible for promoting and distributing emergency preparedness information. The September Restoration and Residential Newlines will be dedicated to National Preparedness and will discuss the importance of developing a preparedness plan, like the SERVPRO® Emergency READY Profile™ (ERP). In addition, there are NPM promotional tools available online. You can also visit the National Preparedness Month website through ready.gov for more information about this initiative. L ABOR DAY IS SEPTEMBER 7. According to the U.S. Department of Labor, Labor Day is a national tribute to the contribution workers have made to the strength, prosperity and well‐being of our country. The Citizen Corps website suggests, “In recognition of these contributions, reach out to local businesses with appreciation and information about keeping their employees safe through developing emergency plans and kits, providing on‐site training opportunities, and practicing evacuations and sheltering.” You can utilize this holiday as an opportunity to tie into National Preparedness Month by promoting business/employee communication plans, SERVPRO’s ERP and SERVPRO’s national sponsorship of the American Red Cross Ready Rating™ program. N ATIONAL DAY OF SERVICE AND REMEMBRANCE IS SEPTEMBER 11. This day is to honor the victims, families and volunteers of 9/11. Councils and partners can work with members in your community to determine the most appropriate way to commemorate this observance. Throughout the month of September, Americans will coordinate in somber remembrance the terrorist attacks of 2001. As a result, citizens will be thinking more about keeping their local communities safe. Reinforce the value and importance of preparedness in your area by distributing information on how to do so. The American Red Cross offers terrorism preparedness tips on their website. F ALL/FOOTBALL THEMES T he first day of autumn is September 23. Consider incorporating a fall theme into your monthly marketing giveaways. September is the beginning of college football season too.
OCTOBER F IRE PREVENTION WEEK IS OCTOBER 4 THROUGH OCTOBER 10. Visit the National Fire Protection Association’s (NFPA) website for more details about Fire Prevention Week and to download complimentary safety tip sheets on a variety of fire and life safety topics that you can share with your clients. SERVPRO’s Order Desk also offers a complimentary Fire Tips flyer (download the PDF version here) that you can distribute promoting fire safety and escape planning.
BREAST CANCER AWARENESS MONTH N ational Breast Cancer Awareness Month (NBCAM) is a collaboration of national public service organizations, professional medical associations, and government agencies working together to promote breast cancer awareness, share information on the disease and provide greater access to services. Visit NBCAM’s website for a list of collaborating organizations to learn more about breast cancer and awareness events. In particular, the American Cancer Society (ACS) offers an array of ways to get involved on a local level with breast cancer awareness. Theme your monthly giveaways using the color pink! FALL FESTIVALS. M any communities host fall festivals this time of year. Inquire with your local Chamber of Commerce or check your community calendar to see if your area hosts a similar type of event. Many Franchises set up booths or sponsor local festivals! Consider offering face painting, pumpkin painting or passing out trick‐ or‐treat candy bags at your table or booth during the festival. You may even choose to host a fall festival of your own at your Franchise. One Franchise invited local response teams, like the fire department, police squad, and SWAT team to their event to perform live demonstrations. They had food, games, hay rides, a bouncy house, and a live DJ as well. The Marketing Event Brand Kit provides marketing tools you may find useful to incorporate at your table or booth during a tradeshow, expo, conference, festival, or any other marketing event your Franchise may sponsor. HALLOWEEN IS OCTOBER 31. C onsider delivering candy bags to your clients with a clever note saying, “Don’t let other restoration companies TRICK you into calling them! TREAT your customers right and call SERVPRO® of Anytown!”
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NOVEMBER DAYLIGHT SAVINGS TIME ENDS NOVEMBER 1. M ake sure you set your clocks back one hour. Send an e‐mail reminder to your clients to “Remember to Fall Back” V ETERANS DAY NOVEMBER 11 Marks this federal holiday honoring military veterans who have played a critical role in our country’s history. If you have clients or customers who are veterans, make sure to acknowledge their service on this day. Many communities have Veterans Day parades; consider inquiring about events in your area and ways to get involved. Some Franchises offer discounted services to veterans for a specific time surrounding this holiday. Others have offered free cleaning services to their local American Legion, VFW or other veteran service organizations. If your Franchise offers a complimentary or discounted service for veterans, be sure to send a press release to your local media promoting it. THANKSGIVING IS CELEBRATED ON THE FOURTH THURSDAY OF NOVEMBER, WHICH FALLS ON NOVEMBER 26TH. T hanksgiving is a time to give thanks. Consider thanking your clients for their business using SERVPRO® thank‐you cards #50005. Typically, the November Restoration and Residential Newslines will have cooking‐related fire tips and information you can distribute to your clients. In addition, the Residential Fire brochure #45506 explains the do’s and don’ts of how to handle a fire in a home and how SERVPRO® can help restore property, belongings and memories to pre‐loss conditions when possible
DECEMBER HOLIDAY SEASON HANUKKAH BEGINS THE EVENING OF DECEMBER 6 AND ENDS THE EVENING OF 12/14. CHRISTMAS IS 12/25. KWANZA IS 12/26 THROUGH JANUARY 1. Some Franchises use this time of year to participate in charitable activities, like a toy drive. Others donate food baskets or hot meals to those in need. Look for ways to volunteer or sponsor by contacting local shelters, missions and charity groups in your area to see what they need. In addition, many Franchises host holiday parties, deliver gifts to their clients, mail holiday cards, etc WINTER THEMES THE FIRST DAY OF WINTER IS DECEMBER 22. Freezing temperatures can result in frozen pipes bursting to create major water damage. The colder temperatures also cause people to increase the heat flow in their homes and businesses, sometimes through personal space heaters and fireplaces. Remind your customers that even though it is the holiday season and many businesses will be taking time off, SERVPRO® is available and ready to respond. Consider distributing the Winter Weather brochure #47013.
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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 NOW is the time to review ALL your advertising and ensure it is ALL compliant with SERVPRO® Legal Department Guidelines and the BIG!!!
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. 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!