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