SEPTEMBER 2015
In this issue: 1 Here to Help 2 Words of Wisdom 3 Broggy Bits n’ Bytes 4 This & That 5 Top Ten Volume Leaders 6 Personal Best & Chart Toppers 7 Ready Responder 8-9 Marketing Theme Calendar
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SERVPRO® of Southern New England and New York
SERVPRO EMPLOYEES ARE HERE TO HELP
As SERVice PROfessionals we should strive to be kind, exceed expectations, show respect and take initiative. Being kind to colleagues, to homeowners, business managers, and to insurance industry professionals is a paramount characteristic of a SERVPRO® professional. It can be difficult to offer kindness in a busy and stressful world. It can be easy as well. Taking an extra moment to remember each person we encounter is dealing with the same complexities of life and we can often find kindness in that moment. We are HERE TO HELP home and business owners manage an overwhelming experience. Exceeding expectations is a hallmark of the SERVPRO® experience. It is good to set a high bar and make the customer aware of the excellent service they should expect. It is essential to follow through with excellence as well as the attention to detail during the restoration process, which shows the customer they are provided even more than they were promised. Help the customer to feel reassured they are provided the best possible service. Respecting others is another tenant of the SERVPRO community. Treating colleagues as you would like to be treated,
and showing due regard for the feelings of home or business owners are priorities for successful SERVPRO operations. Conducting polite and considerate telephone and email exchanges with insurance professionals is another crucial component of a business that Respects itself and others. Help your colleagues complete mutually beneficial tasks through communication and respect.
Taking initiative can be the difference between average and exceptional. SERVPRO Team members that take initiative are the best advertisement for a brand. The ability to get things done is a critical asset in a successful restoration business. SERVPRO Owners who are independently capable, and take charge of the chaos around them are those who will succeed. SERVPRO Team members who are capable and work efficiently and effectively within the SERVPRO System are those who could make a career for themselves in the industry. Help SERVPRO® “Be the Best” by helping your customers and your partners in the insurance industry to have the best experience they can with the best people available.
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Words of Wisdom Three things in human life are important. The first is to be kind. The second is to be kind. And the third is to be kind. Henry James Be kind, for everyone you meet is fighting a hard battle. Philo Take time to be kind and to say ‘thank you.’ Zig Ziglar Don’t lower your expectations to meet your performance. Raise your level of performance to meet your expectations. Ralph Marston High expectations are the key to everything. Sam Walton The first step in exceeding your customer’s expectations is to know those expectations. Roy H. Williams Without feelings of respect, what is there to distinguish men from beasts? Confucius Respect yourself and others will respect you. Confucius Treat people the way you want to be treated. Talk to people the way you want to be talked to. Respect is earned, not given. Hussein Nishah Initiative is doing the right thing without being told. Victor Hugo Anything worth doing is worth doing now! Ralph Stayer Do not wait for life. Do not long for it. Be aware, always and at every moment, which the miracle is in the here and now. Marcel Proust I have been impressed with the urgency of doing. Knowing is not enough; we must apply. Being willing is not enough; we must do. Leonardo Da Vinci The nine most terrifying words in the English language are: ‘I’m from the government and I’m here to help.’ Ronald Reagan
BROGGY BITS ‘N BYTES Tips, Tricks & Other Helpful Hints!
ALMOST DONE!!!! The deployment is almost finished! Only Upstate New York remains to be trained on WorkCenter™ and to be scheduled for conversion. The reaction to WorkCenter™ has been great! Franchisees have been excited to view WorkCenter™ and begin using it in their office. Our Trainership Franchises conversion will be complete by mid-September and all our conversions have been, for the most part, painless and very quick. At the end of each Training Class, we have asked Franchisees’ requests for enhancements. The requests have been forwarded to Servpro Industries, Inc. for consideration. If each Trainer does the same thing after each class, you can bet the changes will be coming at a furious pace. Our Connecticut Franchises, trained this past week, have seen a different product than those Franchisees trained and converted in April, May and early June. Be sure to check the Release Notes on a regular basis to stay on top of the new features and changes. Remember, if the words “Release Notes” (at the bottom of each page) are GREEN, you are up to date on the changes. If they are ORANGE, there have been changes since the last time you logged in to WorkCenter™. If you have questions, regarding anything related to the WorkCenter™, it will be easier and more efficient to call our Trainership office for help than wait on hold for Tech Support. (I waited for over 30 minutes one day and I could not help but think that not one of the Franchise Owners or administrative personnel would have the patience to do the same!)
This That
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Allstate Insurance – is rolling-out in New Jersey in early September. Allstate has been good source of National Account referrals, especially in New York, so we have high expectations for the program to develop in New Jersey. It will be imperative for Franchises who qualify for the Allstate Program to implement the Program Guidelines as agreed upon to ensure the success of this account. Early Franchise Financial Analysis (FFA) – Many of you may have received the date for your Annual FFA/AAR Annual Board Meeting, scheduled in November and December, which is much earlier than in previous years. We hope to have all FFAs completed by mid-January 2016. Early FFAs will assist the Distributorship Team and Franchises Owners to create an effective business growth and development plan for 2016. We have requested mid-year interim QuickBooks uploads from Franchises to ensure your Chart of Accounts are updated and journal entries are posted correctly. Franchises must have accurate financials to qualify for NAPA, CAPA, Servpro Industries, Inc. financing and to be in compliance with SERVPRO® License Agreements. We are required by SERVPRO® Management to be stricter with financial accuracy, which means rescheduling FFAs and the jeopardy of the dreaded red-light status, until corrected. If you have questions regarding your QuickBooks entries or accuracy, contact either Michelle Broggy or Larry Hackney, well in advance of your FFA, please. New York Mold Law – The New York Mold Remediation was recently signed by Governor Cuomo and is to take effect 1/1/2016. We have been in contact with the Department of Labor. The required training outline can be accessed via the New York Department of Labor website; however, as of this date, they have not released a list of qualified mold remediation trainers or the licensing information necessary for those providing remediation services. They have informed us that existing certifications (IICRC/IAQ) may or may not be necessarily sufficient under the new training format. We will keep you informed as Larry Hackney is now on the direct notification email list for updates. Nassau County Mold Remediation Ordinance – Although most Franchisees on Long Island and in the Boroughs are aware, Franchises working in Nassau County are required to comply with the local ordinance, which requires extensive training including a 40-hour Hazwoper course. We are considering holding some of the training at our Norwalk Training Center early next year. We will keep you informed of any of the training we plan to hold here. The Servpro Franchise Marketing Department – has asked us to remind Owners of the $10,000 fee for referrals, which result in new franchises joining our network! In addition, the Franchise Marketing Department is ramping up the R.A.P. (Resale Assistance Program) and wants to inform any Franchisee interested in listing a SERVPRO® License (or entire business) for sale, to ensure they are aware of your intent to sell as they will assist in finding qualified buyers. CE Pictures and Stories – For the Distributorship to continue to provide Franchisees with quality seminars, Lunch & Learns, and accredited CE Classes, we need your assistance in providing us with high quality pictures and accompanying details of fire, water, mold, and bio losses. You may send via Drop Box or email to the attention of Larry Hackney.
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Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS July 2015
GROSS VOLUME LEADERS July 2015 1
David Kluger
1,160,412 1
Lisa & Doug Jameson
2
John & Shayna Luciani
705,962 2
Ralph & Noemi DiCristofaro
430,392
3
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
626,360 3
John & Shayna Luciani
352,981
4
Allen & Susan Randolph
534,473 4
Mitch Kaikow & Stuart Cleary
352,829
5
Lisa & Doug Jameson
527,175 5
James Gibbs
336,258
6
John Maughan
496,765 6
John Majeski
252,014
7
Frank Mattos
482,877 7
Thom & Lyn Braun
220,807
8
Ralph & Noemi DiCristofaro
430,392 8
Scott & Lisa Smith
211,499
9
Michael Keating
415,542 9
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
208,786
10
Dion & Lynn Luzzi
391,889 10
Bill & Beth Russell
201,312
Well Done!
527,175
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Personal Best Volume Month July 2015
Chart Toppers June 2015 Associated Revenue Citrangola Fire Commercial D. Kluger Fire Residential Smith In-house Construction Randolph Mold Residential Maughan
PERSONAL
BEST
Resale Rookie Keating Rookie Laing Subcontract D. Kluger Water Commercial Mattos Water Residential Luciani Mattos D. Kluger Total Volume D. Kluger Mattos
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READY RESPONDER Ready responders who are well prepared will have the peace of mind to focus on the task at hand, rather than worrying about whether their family is taken care of. Ready responders can also serve as role models for other members of the community, leading by example to encourage preparedness. 1.
Build an emergency supply kit.
2.
Make a family emergency plan.
3. Be informed about the types of emergencies that you may be called upon to respond to, and teach your family about what they should do when a disaster strikes. 4. Prepare for any special considerations like individuals with access or functional needs, older adults, children, ands pets. ORGANIZATIONAL PREPAREDNESS PROGRAM WORK PLAN DEVELOPMENT GUIDANCE A successful organizational preparedness program needs: • A clear vision • Actionable objectives and goals • Defined deliverables and timelines • Regular reviews • Identify potential obstacle and challenges This process requires the buy-in of leadership and the agency to bring about the necessary cultural change in the organization. Take the time to outline how the program will operate and what the expectations are for your organization using the Ready Responder Toolkit (PDF - 2.8Mb). http://www.ready.gov/business
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SEPTEMBER NATIONAL PREPAREDNESS MONTH (NPM) Servpro 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. LABOR 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. NATIONAL 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. FALL/FOOTBALL THEMES The 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 FIRE 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. Make sure you set your clocks back one hour. Send an e‐mail reminder to your clients to “Remember to Fall Back” VETERANS 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. Thanksgiving 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.