DECEMBER 2015
In this issue: 1. Never Quit 2. Words of Wisdom 3. Kudos 4. Top Ten Volume Leaders 4-5 Personal Best Vol. & Chart Toppers 5. CEO Award Winners 6. In Memory of Kerry Sauner 7. M anagement Skills, Grayson James Gamma 8. Convention 2016,
SUN
THE
SERVPRO® of Southern New England and New York
Never Quit
We believe in the power of determination, singleness of purpose and an unwavering commitment to our most important goals and priorities.
Larry Hackney & Robkat, Inc. ~ a reflection of the last 20 years It is hard to believe I have been here in Connecticut and affiliated with SERVPRO® for the last 20 years. (Yes, sometimes it seems much, much longer!) Since December 1, 1995, much has changed: • Then our first Norwalk office was a sometimes-heated open-shell building on Perry Avenue. Now we have remodeled the current office, which provides space for production and estimating training facility plus the house next door and a satellite warehouse! • Then, Melanie and I, were the only employees, (we think there was one who disappeared). Now Fred has a current staff of 16 including, 5Franchise Business Consultant specialists. • Then we supported approximately 24 franchises and now there are 108 in 5 states. • We have grown from 2 Directorships to 3, plus 2 new Trainerships. • The gross revenue in 1995 was $14 million. Now, thanks to you, the gross revenue is over $200 million in 2015! • We have numerous 2nd generation owner participation, now. • From floppy discs and antiquated computers and accounting programs to innovative Stages of Development
Models, Franchise Management System, WorkCenter™, Xactimate, QuickBooksTM, ServproNET®, National Call Center servicing the National Account Participation program, CAPA; new equipment, products, processes; high speed internet, the ‘cloud’, websites, and social media marketing; and updated Territorial Policy. • Yes, since December 1, 1995 much has changed. • I have been asked why I have stayed so long here. The easy answer is that I needed to support myself and family, my children, grandchildren, and sundry number of cats. However, I take personal pride in the growth of this organization and especially in the franchisee network and their individual business development. This business opportunity, the Servpro Franchise system, has changed so many lives for the better. To see my first new franchise set-up, Charlie and Donna Vingoe SERVPRO of Northwest Bergen in New Jersey, grow from being basically broke and working out of a cramped overgarage office, to a debt-free $4 million dollar franchise is personally satisfying! – That is only one of your shining examples of living the SERVPRO dream that I have been fortunate to witness.
Fred commemorated Larry’s twenty years of employment with Robkat, Inc. with 20 balloons. Gold watch or Timex? Nah
I have greatly enjoyed the business relationships, with not only franchisees and their employees, but also my colleagues here at Robkat, Inc., including my wife who has also reached the 20-year mark; our clients, vendors, and even corporate staff members. My time here has been devoted to you, the franchise community, service, and to facilitate your profitable revenue growth and business infrastructure development. (Of course, a bonus does not hurt). I look forward to also serving you in the coming year to make this our most successful year ever in SERVPRO!
I, also, believe in the power of determination, singleness of purpose, and an unwavering commitment to important goals
and priorities.
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Words of Wisdom Our life is the sum total of all the decisions we make every day, and those decisions are determined by our priorities. Myles Munroe The key is not to prioritize what’s on your schedule, but to schedule your priorities. Stephen Covey The bottom line is, when people are crystal clear about the most important priorities of the organization and team they work with and prioritized their work around those top priorities, not only are they many times more productive, they discover they have the time they need to have a whole life. Stephen Covey Times of transition are strenuous, but I love them. They are an opportunity to purge, rethink priorities, and be intentional about new habits. We can make our new normal any way we want. Kristin Armstrong Action expresses priorities. Mahatma Gandhi Indeed, this life is a test. It is a test of many things - of our convictions and priorities, our faith and our faithfulness, our patience and our resilience, and in the end, our ultimate desires. Sheri L. Dew I know that each of us has much to do. Sometimes we feel overwhelmed by the tasks we face. But if we keep our priorities in order, we can accomplish all that we should. We can endure to the end regardless of temptations, problems, and challenges. Joseph B. Wirthlin To succeed today, you have to set priorities, decide what you stand for. Lee Iacocca There is no real magic to being a good leader. But at the end of every week, you have to spend your time around the things that are really important: setting priorities, measuring outcomes, and rewarding them. Jeffrey R. Immelt We also have to ask if we are focusing on the most important priorities. Fred Thompson Decide what you want, decide what you are willing to exchange for it. Establish your priorities and go to work. H. L. Hunt To succeed today, you have to set priorities, decide what you stand for. Lee Iacocca Budgets are nothing if not statements of priorities. Jeff Merkley
DECEMBER 2015 - 3
Mr. and Ms Ventura called State Farm in a panic after realizing their home of more than 20 years had sustained a significant water damage. State Farm knew they could count on the SERVPRO® Team to provide them with amazing service and directed the claim immediately to us. The Ventura family was quickly at ease when SERVPRO® of East Onondaga was onsite within 2 hours with a confident crew and proper equipment to perform the work. Avdo Krovic, Production Manager, recalls those beginning moments of the claim “She had a lot of questions, I answered them and explained to Ms. Ventura that I am here to work with her through every step of the way”. Our Marketing Representative had a little extra in their step when they delivered this Certificate of Service (COS) to the agent giving them reinforcement that SERVPRO is the #1 restoration company. In addition, our Marketing Team used this COS as a promotional tool on our franchise social media pages. This created such a buzz that our Operations Manager incorporated a Customer Satisfaction Training segment in our bi-weekly training. Following this claim, the adjuster expressed her gratitude for taking such great care of the insured and said she would always recommend SERVPRO®, no matter what.
Reggie, Pat, and Esmir
“Avdo and his team… made our loss feel more like a gain in friendship” S. Ventura. Customer satisfaction is tremendously vital to the success of any organization, especially in our industry, because our customers are in a chaotic time in their lives. This “above and beyond” service not only influences our franchise, it helps the entire Servpro Family take pride in the orange house we wear every day!
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Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS September 2015
GROSS VOLUME LEADERS September 2015 1
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
2
David Kluger
899,046 2
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
424,773
3
Dion & Lynn Luzzi
809,696 3
Dion & Lynn Luzzi
404,848
4
Allen & Susan Randolph
651,962 4
James Gibbs
380,620
5
Michael Keating
519,262 5
Beth & Bill Russell
262,589
6
John & Shayna Luciani
511,526 6
Lisa & Doug Jameson
262,122
7
John Maughan
486,389 7
John & Shayna Luciani
255,763
8
Ralph & Noemi DiCristofaro
471,255 8
Robert Allen
221,031
9
James Gibbs
380,620 9
Thomas & Lyn Braun
210,246
10
Patrick Jones
376,531 10
Patrick Jones
188,265
1,274,319 1
Ralph & Noemi DiCristofaro
471,255
DECEMBER 2015 - 5
PERSONAL
BEST
Personal Best Volume Month October 2015
Chart Toppers August 2015 Fire Commercial Luzzi In-house Construction Maughan Rookie Fox Laing Subcontract D. Kluger Water Residential Mattos Luciani Total Volume D. Kluger
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In memory of Kerry Sauner, friend and co-worker On Saturday, November 7, 2015, staff members of Charlie and Donna Vingoe’s SERVPRO® of Northwest Bergen and SERVPRO® of Southern Rockland County SERVPRO® of Eastern Rockland County, planted over 1,500 daffodil bulbs in memory of their friend and co-worker, Kerry Sauner. Kerry lost her battle to a rare sarcoma in May 2015. Karen Centauro, Charlie and Donna’s Office and Marketing Manager created the idea of “Kerry’s Garden”.
Chelsea & Donna Vin goe, Karen Centauro , Joanne Ribitzki and Do nna Mahoney
With the help of a local landscaper, donations were collected by having people buy a bag of bulbs for $20.00 in memory of Kerry, or in memory of a loved one. The garden also has perennial plants and grasses and is coordinated around a cupola, which was once on top of the town’s municipal building. Over 40 volunteers, including Kerry’s husband, two sons and dad, help to plant the bulbs. SERVPRO provided pizza for lunch.
Karen sent us her thoughts, “Life is a ‘Pay it Forward’ - I can’t wait till spring to see the daffodils bloom! She promised to “make sure to send you some pictures of it. It should be magnificent!” es Sauner Douglas, Doug and Jam
www.oocities.org/thedaffodilgarden/recollection.htm
DECEMBER 2015 - 7
MANAGEMENT SKILLS Here are 10 reasons leaders should model positive attitudes: 1. It improves trust and respect at all levels. 2. It protects leaderships’ reputation. 3. It increases team members’ willingness to make and keep commitments. 4. It eliminates inconsistencies that become obstacles to good team member attitudes. 5. It increases cooperation and collaboration. 6. It fosters a positive work culture. 7. It enhances customer service. 8. It increases pride, professionalism, and productivity. 9. It enhances the ability to attract and retain the best-of-the-best employees. 10. It helps ensure the short-term AND long-term success of the enterprise. www.walkthetalk.com/management-skillsSubmitted by Noemi Calcano
GRAYSON JAMES GAMMA Gil & Sheryl Morrissey’s grandson SOO cute in SERVPRO Green! Thank you, Mama Kelly, for sharing his updated adorable photo.
It appears he worked hard to make it Like it never even happened.®
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CONVENTION 2016
Make your Reservations & Plans for a Great Green
SERVPRO® NATIONAL CONVENTION We will be in Las Vegas at the MGM Grand Hotel! See Bulletin 4763-F, which contains information on the Convention hotel.
SUNDAY, JUNE 26 THURSDAY, JUNE 30, 2016 We will be off our usual convention pattern by one day.
• Golf outing will be Sunday,.................................................. June 26 • Early-bird workshops will begin Monday, ............................. June 27 • Director-Trainer Meeting will be Monday, ............................. June 27 • Opening Night Reception will be Monday, ............................. June 27 • General Sessions and Trade Show will begin Tuesday, .......... June 28 • Awards Event will be the night of Thursday, .......................... June 30 • Second check will be available the afternoon of Thursday, June 30 and the morning of Friday, ...................... July 1