NOVEMBER/DECEMBER 2016
In this issue: 2-3. SERVPRO® Community 4-5. Words of Wisdom 5. Forever Factors 6. Top Ten Volume Leaders 7. Personal Best Volume Month 8. Chart Toppers 8-9. Website Content 10. Audit Process 11. Be the Brand 12. The Proper Use of the Brand Name 13. All In: Nov.-Dec.
Sept.
Oct.
SUN
THE
SERVPRO® of Southern New England and New York
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In the middle of Hurricane season SERVPRO® community is the primary professionals who have been affected
SERVPRO® professionals are READY FOR WHATEVER Managers must set the tone for employees. Leadership HAPPENS: Damage caused by hurricane, flood, or wind; large-scale fire and smoke damage; and environmental abatement and mitigation. SERVPRO® teams across our territory are ready for anything because we have the people, the resources, and the mentors to call upon to ensure we can handle any situation.
THE PEOPLE: It all starts with Owners and Managers.
Owners of SERVPRO® licenses must decide what type of business they will run; will every production employee show up when required, dressed in a SEVRPRO® uniform, ready to provide home and business owners with professional level service. Are Administrative Staff members familiar with insurance company protocol? Are they ready to answer calls from inquisitive homeowners, and handle the pressure often placed on file preparers by representatives of the insurance industry? Owners and
by example is the most effective way to manage a professional staff.
THE RESOURCES: SERVPRO® cleaning products
and equipment are among the best in the industry. Additional equipment is available from your Distributor, from Sunbelt, and even from other associate offices. Do not make the mistake of too little equipment in an effort to take on additional work. The SERVPRO® system had long established lines of communication to deliver necessary equipment to associates in the field quickly and efficiently. Professional resources are another key element of SERPVRO®’s success and readiness. The webbased educational programs available from ServproNET® can inform Owners, Managers, and Employees about advances in Production, Marketing, and Administration. By staying current on the latest methods, Franchise Associates can be assured they will not be out performed in the field.
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in the Northeast United States, the and best choice for homeowners and d by storm damage. THE MENTORS: National, regional and local SERVPRO速 A key part of being ready for whatever happens offices are ready to offer assistance and insight to Franchise Associates working on a large project for the first time. Associates that are new to SERVPRO速 or new to large commercial-style restoration should take advantage of the SERVPRO速 community. With multiple large-loss providers in the New England, New York and New Jersey territories, your fellow associates are ready to share their experience with you to ensure that every associate in the network is READY FOR WHATEVER HAPPENS.
is to have a business, which is in good financial health. Associate Owners are in charge of the FINANCIAL STEWARDSHIP of their organization. Before an Associate Franchise becomes a functional SERVPRO速 business, the Owners and Managers must commit to being a good steward of resources and opportunities. Maintaining accurate financial records, retaining equipment in good working order, and minimizing product loss or misuse are keys to good resource management. Following up with opportunities for growth, effective residential and commercial marketing, and well-placed advertisements are keys for advantageous opportunity management. During the fall months, the Directorship Staff performs Franchise Financial Analysis on associate records. During this time, we see many of the same bookkeeping irregularities. On their own, each minor imbalance in the Chart of Accounts may be overcome, but together a series of imbalances can skew the financial health of an organization. Alternatively, a well-tuned financial position and a balanced Chart of Accounts will help an organization to add staff when necessary, increase production capability or inventory, and position themselves to capitalize on new opportunities as they arise. Missing jobs because of a low operating account, missing the opportunity to buy equipment at discounted prices because accounts receivables are outstanding for more than 90 days, and missing connections because there were insufficient funds in the marketing accounts are three examples of how financial health affects daily operations. There are countless more examples, and few associates are immune from some imbalance. No office is perfect, and every financial statement could be tuned to be even more efficient. Taking the time to participate actively in the FFA analysis, and to review the Chart of Accounts for imbalances are positive, responsible actions, which will support the responsibility of financial stewardship and increase opportunities for growth and further success in the industry.
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Words of Wisdom Before everything else, getting ready is the secret of success.
Henry Ford One secret of success in life is for a man to be ready for his opportunity when it comes.
Benjamin Disraeli You can’t knock on opportunity’s door and not be ready.
Bruno Mars So if you stay ready, you ain’t gotta get ready, and that is how I run my life.
Will Smith You know what a champion is? A champion is someone who’s ready when the gong rings - not just before, not just after - but when it rings.
Jack Dempsey If you’re not ready the moment things happen, then you’re irrelevant, you might as well not go. James F. Amos There is no such thing as luck. It’s a fancy name for being always at our duty, and so sure to be ready when good time comes.
Edward G. Bulwer-Lytton Talent alone won’t make you a success. Neither will being in the right place at the right time, unless you are ready. The most important question is: ‘Are your ready?’
Johnny Carson I’m a showgirl, as you can tell. I’m ever ready.
Dolly Parton Sometimes opportunities float right past your nose. Work hard, apply yourself, and be ready. When an opportunity comes, you can grab it.
Julie Andrews Being ready isn’t enough; you have to be prepared for a promotion or any other significant change.
Pat Riley Amen is not the end of a prayer, it just gets us ready to go to the next level.
Gary Busey Create a definite plan for carrying out your desire and begin at once, whether you ready or not, to put this plan into action.
Napoleon Hill Personally, I’m always ready to learn, although I do not always like being taught.
Winston Churchill Reading maketh a full man; conference a ready man; and writing an exact man.
Francis Bacon
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Words of Wisdom
cont...
Give me the ready hand rather than the ready tongue.
Cesare Pavese Many people die with their music still in them. Why is this so? Too often, it is because they are always getting ready to live. Before they know it, time runs out.
Oliver Wendell Holmes, Sr. Miracles come in moments. Be ready and willing.
Wayne Dyer There’s a harsh reality - nothing lasts forever. You have to be ready to grow, and grow fast.
Pras Michel A great man is different from an eminent one in that he is ready to be the servant of the society.
B. R. Ambedkar
Forever Factors By Rick Isaacson
Matthew 12:33 Either make the tree good, and his fruit good; or else make the tree corrupt, and his fruit corrupt: for the tree is known by his fruit.
You can’t always choose your assignment today. But you can certainly choose your attitude about your assignment today. People watch how we approach life. What we’re thinking inside shows up outside... in our face and in our effort and attitudes. If you want to become a leader, you must be able to show you can “stay in the moment” and
“give a best effort” on the assignment TODAY. When we worry about yesterday or fear tomorrow, we have forgotten the most important thing. By taking action and doing your best today, you influence the only thing that matters; and that drives away worry, fear and concern. And when you do the best you can with what you are assigned today, you build a habit of proactive will. And that habit is at the source of all positive progress. You have to WANT to do good, to WANT to influence those around you with encouragement, to WANT to create a you that is recognized as someone who gives their very best. You are going to be recognized by the effort and attitude you have today, make it great!!! *“These devotions were written to my four children, Christian, Mike, Allison and Alex. By the kids allowing these to be shared publically, our hope is that the devotions will make a positive and eternal difference in the lives of other young people as they mature. Enjoy. Rick Isaacson” ~ Follow Rick on Twitter @raisaacson.
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Top Ten Volume Leaders PER LICENSE AVERAGE VOLUME LEADERS August 2016
GROSS VOLUME LEADERS August 2016 1,272,953
1
Ralph & Noemi DiCristofaro
490,769
John & Shayna Luciani
650,577
2
Scott & Lisa Smith
480,185
3
Michael Keating
525,617
3
Lisa & Doug Jameson
337,261
4
Risa Kluger
500,562
4
Mitch Kaikow & Stuart Cleary
261,660
5
Allen & Susan Randolph
496,851
5
Risa Kluger
250,281
6
Ralph & Noemi DiCristofaro
490,749
6
Dion & Lynn Luzzi
235,316
7
Scott & Lisa Smith
480,185
7
Dave & Gina Kluger
212,325
8
Dion & Lynn Luzzi
470,632
8
Anthony & Danielle Palumbo
194,952
9
John Maughan
425,740
9
Gary Edwards
183,132
1
Dave & Gina Kluger
2
10 Frank Mattos
390,513
10 Charles & Donna Doyle
GROSS VOLUME LEADERS September 2016 1
Dion & Lynn Luzzi
2
170,200
PER LICENSE AVERAGE VOLUME LEADERS September 2016 703,544
1
Ralph & Noemi DiCristofaro
Dave & Gina Kluger
669,715
2
Dion & Lynn Luzzi
351,772
3
Allen & Susan Randolph
567,549
3
James Gibbs
289,073
4
Ralph & Noemi DiCristofaro
521,616
4
Risa Kluger
207,329
5
Lou & Michelle Sepe, J. Sepe & D. Yurka, N. Travis
488,740
5
Antonio Senese
205,308
6
Risa Kluger
414,658
6
Kathryn Cohn
189,244
7
Charles & Donna Vingoe
387,864
7
Robert Citrangola
186,946
8
Robert Citrangola
373,892
8
Doug & Lisa Jameson
185,783
9
Michael Reilly
365,250
9
Michael Reilly
182,625
10
John & Shayna Luciani
358,689
10
John Majeski
177,910
521,919
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Personal Best Volume Month August 2016
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Chart Toppers June 2016
July 2016 Mattos Wandtke
Associated Revenue
Associated Revenue In-house Construction
Violante Fire Commercial
Sepe
Fire Residential
Keating
In-house Construction
Jones
Mold Commercial
Jones W. & S. Loiacono
Mold Residential
Randolph Mattos Sepe
Mold Commercial Mold Residential Rookie Water Residential
Kaikow & Cleary R. Kluger K. Cohn D. Kluger
Gouda
Rookie Subcontract Commercial
Sepe Citrangola
Water Commercial
Mattos
Water Residential
Jameson Mattos
Total Volume
Website Content Introducing New Features for Managing Content By Jay Hinton, Web Product Coordinator
All content submitted by a Franchisee to their website is reviewed by the Web Marketing Department before it is added to the website. After the content is reviewed and approved, it takes up to 24 hours for the content to be added to your website. Each day 300-500 pieces of content are submitted for review and it typically takes one to three days for the content to be reviewed. Why Is Content Reviewed?
Many Franchisees have asked why the content is reviewed. First, the content is reviewed to protect the Brand. Over the decades, we have spent millions of dollars to develop the SERVPROÂŽ Brand into the leading restoration brand
in the industry and we want to keep it strong. The content is also reviewed to enforce the territory policy, ensuring Franchisees are not promoting their website to cities outside their territory. Reviewing content is also necessary to maintain a basic standard of content quality. Misspellings, bad grammar, and poor formatting may seem like trivial issues but can debase your company in the eyes of potential consumers. New Content Review Features
The Web Marketing group has recently added some features to help you manage your website content. Two new sections have been added to the Franchise Website Manager
NOVEMBER/DECEMBER 2016 - 9
Dashboard. The first new section only appears if a Franchise has pending website changes. This “Pending Changes” section allows the content submitter to enter their e-mail address so he or she will be alerted when the content is approved or rejected. Until now, only the Franchise Owners were alerted, and often times they were not the ones actually submitting the content.
The third content management feature provides the current status of individual content submissions. To check the status of a content submission, start at the Website Manager Dashboard. To check the status of a blog post, select the Blog feature, and notice the “Status” column. Each blog post will be listed with a status of either Approved, Rejected, or Pending.
The next new section is called “Content Rejections” and it only appears when you have content that has been rejected. The section lists the type of content that was rejected and also features a link providing the details of exactly why the content was rejected so it can be modified and re-submitted for approval.
For more information about these new content management features, be sure to watch the Web Marketing Segment on SERVPRO® TV Episode 85.
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Attached is a document intended to help with the audit process.
• Any questions please email the audit team:
It is great for new staff as well as a refresher for current staff.
• Our audit staff has put together a general outline
Our audit staff has put together a general outline of procedures to be used for a complete and accurate upload. There are tips and tricks included to help ensure that your franchise audit score stays above 75% on a monthly basis. It is intended as a general blueprint for audit success. • Staff still needs to be aware of each specific
carrier’s requirements as they vary from carrier to carrier.
flor@robkat.com or kristhel@robkat.com.
• Attached is a document intended to help with the
audit process. It is great for new staff as well as a refresher for current staff.
of procedures to be used for a complete and accurate upload. There are tips and tricks included to help ensure that your franchise audit score stays above 75% on a monthly basis. It is intended as a general blueprint for audit success.
• Staff still needs to be aware of each specific
carrier’s requirements as they vary from carrier to carrier.
• Any questions please email the audit team:
flor@robkat.com or kristhel@robkat.com.
NOVEMBER/DECEMBER 2016 - 11
By Taylor Nunley Graphic Designer Being the Brand is more than using the SERVPRO® logo, fonts, and colors correctly. Equally important is how you represent the Brand on social media. The Internet is not anonymous, nor does it forget. Everything written or posted on social media platforms and distribution channels can be traced to the author. As a SERVPRO® Franchisee, you must understand anything you say can be detrimental, not only to your business, but also to the entire SERVPRO® Franchise System and Brand.
Think before you post. Keep messages and content positive, educational, and relevant. Everyone has opinions on who the next President should be, but your Franchise’s Facebook page is not the place to share those opinions. If you are unsure whether you should post something or not, e-mail social@servpronet.com with your question. To ensure your content and social media posts are on Brand, consider joining the Social Media Program. By joining the program, you can choose which pre-written and approved content you want to send to your audience and how often. This will save you time and ensure you are doing your part to Be the Brand!
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NOVEMBER/DECEMBER 2016 - 13
November
December
Yikes! 2017!!!