AUGUST 2013
In this issue: 1 Best Clients 2 Xactimate Changes 4 Servpro Marketing, ServproNet SSO 5 Engaging the Red Cross 7 Kudos 8 Top 10 9 Personal Best, Chart Toppers 11 Advertising Resource Guide 13 Words of Wisdom
SUN
T HE
SERVPRO速 of Southern New England and New York
Extra! Extra! SERVPRO is pleased to announce the introduction of the WorkCenter Office Operations Dashboard, Active Jobs Dashboard and Completed Jobs Dashboard. 速
The new WorkCenter Office Operations Dashboard will give Franchisees the ability to view key operational measurements at a high level with the flexibility to drill down to the individual job level. The WorkCenter Office Operations Dashboard, Active Jobs Dashboard, and Completed Jobs Dashboard can be accessed from the following link: WorkCenter Dashboard. This application is currently available for use and can be accessed using your Single Sign-On credentials. The Active Jobs Dashboard and Completed Jobs Dashboard have the same functionality as the current Active Jobs Management Monitor and Completed Job Management Monitor, but have been improved to include jobs entered locally in the DryBook application. This new functionality provides Franchisees the ability to see all jobs (dispatched and local) in one location. For detailed instructions on the use of the WorkCenter Production DashBoard, Active Jobs Dashboard and Completed Jobs Dashboard, please access the training material at Office Operations Dashboard User Information Guide.
BEST Clients The best clients are the customers and the Centers of Influence who have the strongest need and can refer the largest volume of cleaning and restoration work in your area. Be sure you know the best clients in each sales territory. Prioritize your Centers of Influence and top commercial buildings! By Robert Willis Centers of Influence are those people (or organizations) that can boost your market access and credibility through referrals, testimonials, and simple word-of-mouth. Generally, they are very well established, are good networkers, and can introduce you to the kind of markets (or members) you need and are looking for. Ideally, you should be in the network of several Centers of Influence. So who are the best clients, the best Centers of Influence and how should a Franchise prioritize them? The traditional Centers include insurance agencies, adjusters, underwriters, property managers and other contacts in the building trades. As SERVPRO速 segues into the commercial market, facilities managers, and municipal agencies are becoming valuable assets to Franchises. Assigning value to a COI can be complex. The agent who gave you three leads last month might only require a quick stop in every few weeks to keep your name on her mind. However, the municipal representative or facilities manager that can open doors to large commercial jobs must be given priority even if they have not given you a job, even if they do not want to meet with you. The Centers of Influence with the best Continued on next page
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Continued from cover potential value will likely be the most pursued and an Owner without priorities might abandon the valuable and difficult COI in favor of traditional Centers of Influence who they know and with whom they are comfortable. Don’t let that Owner be you, and don’t let that happen to your Franchise. The pursuit of a potential game-changer, as long as it does not adversely affect your ability to keep current relationships alive, is the best use of marketing efforts. There should be prioritization, even among the traditional Centers of Influence. Determine which COIs will be visited by your traditional Marketing Representative and which will be visited by your Marketing Manager or you, the Owner. Qualify how many visits each COI needs in order for your business to stay relevant in that Center of Influence network. COIs are people, too! They want to be courted and given significant, relevant information so they can appear knowledgeable to their clients. If you don’t supply them with the applicable material, they aren’t going to extend themselves on your behalf to a valued client. If a COI already knows about our industry, provide them with the material they need to decide that your business is the better choice. When a COI sends you a lead to a new potential client, make your appreciation a priority. A phone call, a hand written note and even a suitable gift lets them know you that you do not take their assistance for granted. Also, keep them in the loop with your progress with the lead, and the eventual job completion. Add your successes back into their referrals and testimonials to extend the capacity of this network. The key is not to prioritize what’s on your schedule, but to schedule your priorities. Stephen Covey
XACTIMATE CHANGES By Michelle Broggy Now that franchises have struggled through the upgrade to version 28 of Xactimate, news comes that more changes are on the way. These changes, however, do not involve too much effort on our part! As of August 1, 2013, Base Service Charges will disappear from all versions of Xactimate 27 price lists; version 27.3 and version 27.5. Version 28 does not have Base Service Charges at all. What will happen is that the price lists will reflect higher prices due to the fact that Base Service Charges have been “factored in” to the line item costs. In Version 28, Labor Minimums have been added to compensate for smaller jobs. As of publication, State Farm is accepting the use of Labor Minimums. To familiarize you with Labor Minimums and when to use them, Xactware has a video and a webcast on their website that are well worth taking the half hour to watch. http://www.xactware.com/en-us/resources/pricingdata-services/labor-minimums Another change that has happened is the name change from Xactscope to Xactimate Mobile. Xactimate Mobile is available
with a Professional subscription. This type of subscription is less expensive than the multiple version subscription. Well worth looking into if franchises are interested in using Xactimate on the iPad.
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The Industry Leader in Complete Document, File and Paper Restoration Services DFD – Document Restoration Services’ capabilities range from document freeze drying, copying and file folder replacements to mold spore removal. DFD has the most advanced freeze drying capabilities and our team is equipped and trained to handle/process any job with the utmost urgency and care. DFD is ISO 9001:2008 Certified and HIPAA compliant. In the event the customer is in need of any of their records during processing, DFD has the capability to retrieve, scan and e-mail individual files upon customer request.
DFDs’ Custom Designed Vacuum Freeze Drying Chamber
DFDs’ In-House Copying/Scanning/Printing Center
File Re-Building
Water Damaged Files
DFD Offers the Following Full-Service and Complete Document Reclamation Services: • Mitigation - Capture and Assess Damage • Drying - Chamber and Freeze Drying • Restoration - Cleaning and Treatments • Duplication/Reproduction - File Copying and Re-Building
Smoke Damaged Files
DFD Expertise in Restoring: • Medical and Dental Files • Legal and Accounting Records • Library and School Books • Engineering and Architectural Drawings • X-Rays and Microfiche • Electronic Media
National Hot Line: 888-217-3418
Use your smart phone to scan this code or go to www.documentfreezedrying.com
24/7/365 Emergency Response
DFD - National Headquarters 11847 Levan Road Livonia, MI 48150 For more information about DFD visit www.documentfreezedrying.com
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I Need a Servpro Marketing Representative! Think of hiring a qualified Servpro Marketing Representative as an investment in your business, not an expense. By Jeff Smith Top Ten Reasons to hire a Qualified Servpro Marketing Representative: 1.
Servpro Marketing Representatives (SMRs) help you build a quality reputation within your Franchise Territory. 2. SMRs market to significant, underdeveloped, Centers of Influence such as local, independent insurance agents and to other smaller independent businesses as well as ‘trade’ groups. 3. SMRs can, and should, participate in local Chamber of Commerce Meetings for the purpose of promoting SERVPRO ‘Brand’ recognition and to demonstrate interest and support in local business activity. Your SMRs act to keep your Franchise name in the forefront of the minds of your Centers of Influence. 4. SMRs build your contact database within ManagER Green for future marketing planning and as a record of past activities. 5. SMRs can effectively manage your social media to increase the number of ‘hits’ on your website and business listings, leading to more direct referral work.. 6. SMRs daily Route Sale Calls serve as a conduit of valuable information regarding all of your services when calling on Centers of Influence. 7. SMRs can participate in Lunch and Learn meetings, where they can educate Centers of Influence about SERVPRO products, equipment, and services. 8. SMRs can follow-up with your Centers of Influence after they have referred a loss to you. 9. SMRs can participate with you and your Team in brainstorming meetings. Good ideas can come from anywhere! 10. SMRs can manage, maintain, and enhance your current relationships with key Centers of Influence. Yes, you do need to invest in a qualified SMR! You may need to invest in more than one! You may be ready to expand your Marketing Team and add a Servpro Marketing Manager or two. Look for some suggestions in next month’s issue of The SUN... and SELL, SELL, SELL!
ServproNET®Single-Sign-On By Kathryn Cohn Kathryn@robkat.com Congratulations to all Franchises for completing the Single-Sign-On (SSO) process well before the July 31st deadline!! While the conversion process was not without difficulty, all of you persevered and are currently implementing the new system. SSO is useful for many reasons. Firstly,
owners can limit what their employees can view on ServproNET. This makes it very easy to keep sensitive Franchise information private. Secondly, SSO has eliminated the often tedious task of having to sign-in repeatedly. With your new SSO usernames and passwords you are able to seamlessly transition between ServproNET applications without having to re-enter sign-on information. Thirdly, all users can change or edit passwords on their own. This eliminates the need to contact the Servpro Help Desk for password changes.
Many Franchise Owners have asked me, “How do I know what Group can access certain applications?” I will be providing that information in an upcoming email. My email will contain a multi-page spreadsheet that details what each Group can access from every area of ServproNET. As always, please contact me if I can be of help as we all navigate the new Single-Sign-On system.
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5 Ways to Engage with the American Red Cross 1. EDUCATE yourself and your community The American Red Cross serves our partners best when we successfully encourage them to embrace preparedness and resiliency education with their local Red Cross chapters. Opportunities such as making use of and promoting the Ready Rating program, hosting educational Lunch & Learns to focus on regional and local preparedness topics, and taking preparedness courses such as CPR, First Aid, and AED education for professionals are some of the best ways to use the American Red Cross to stay educated. Please visit: http://www.redcross.org/take-a-class to learn more about taking classes and staying educated.
2. Donate your valuable TIME &TALENT The American Red Cross responds to hundreds of humanitarian and disaster response needs each and every day, but we can’t do it alone. Volunteering your time and talents with the American Red Cross not only means helping others within your community, it means helping others across the world by joining the millions of volunteers worldwide that make up the global Red Cross network. We are always looking for people with various backgrounds, talents, and skill levels including opportunities for Board or Committee membership. Please visit: http://www.redcross.org/support/volunteer/opportunities#step1 for opportunities to volunteer.
3. Play a key role as our ADVOCATE Support your local Red Cross chapter network in making introductions to community leaders and businesses to begin conversations about new partnerships, promoting volunteer opportunities and helping us build a network of supporters. We encourage our partners to make a connection at their local Red Cross chapter to meet with chapter leaders and to get localized promotional materials and tools to share with leaders and businesses. Please visit: http://www.redcross.org/find-your-local-chapter to locate your nearest local chapter.
4. Give the gift of LIFE Every two seconds, someone in the United States needs blood, and there’s only one source—generous blood donors. When you host an on-site blood drive or encourage your employees to donate at a nearby drive*, you’re able to deliver a one of a kind message to employees and the community—you literally save lives each and every day. *The American Red Cross provides 44% of the nation’s blood supply, but unfortunately, Red Cross blood donation is not available in every community nationwide. Please visit: http://www.redcrossblood.org for a list of available communities and drives near you.
5. Help SUPPORT our heroes Show your support for military heroes by learning more about the American Red Cross’ Services to the Armed Forces and especially during the holiday season. Today, the Red Cross is meeting the needs of a changing military and expanding services to veterans through connection resources, resiliency training, military hospital support services and our own Holiday Mail for Heroes program. Your employees can do their part by learning more about the American Red Cross mission, volunteering, and by signing greeting cards with messages of appreciation and support during the holidays. The Red Cross will hand deliver each of these heartfelt expressions to enlisted men and women, veterans and their families around the world. Please visit: http://www.redcross.org/what-we-do/support-military-families to learn more about how you can become involved with our military support programs.
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The Recognized National Industry Leader in Recovery and Restoration Technology Preferred National Vendor Specializing in Large Loss Industrial Equipment Rebuilding: Post-Disaster Our team of highly trained Electrical, Software and Mechanical Engineers possess the engineering skills necessary to restore, redesign and rebuild any piece of industrial equipment including automated process controls of electrical and mechanical functionality.
Before
After
Control Cabinets
Automated Machinery
Data Recovery
Industrial and Commercial Services: Commercial Electronics Industrial Equipment Control Systems
Manufacturing & Process Equipment Restaurant Equipment
Medical/Lab Equipment Data Recovery
On average, ERS’ restoration services can be completed for LESS THAN 38% of replacement cost and we offer a warranty on all equipment serviced.
National Hot Line: 888-355-0001 24/7/365 Emergency Response ERS - National Headquarters 12001 Levan Road Livonia, MI 48150 F o r m o r e i n f o r m a t i o n a b o u t E R S v i s i t w w w. e r s - u s . c o m
Use your smart phone to scan this code or go to www.ers-us.com
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From: M, Denise Sent: Friday, July 19, 2013 1:12 PM To: Ralph DiCristofaro Subject: Servpro crew Ralph, It was a pleasure meeting you yesterday. I just want to take a moment of your time to let you know how impressed I was with your crew that came to my property on Saturday, July 13th. As you know, I was extremely upset with all that was going on with the damage to my home due to the town’s backed up sewers on Columbia Rd. in Enfield. I certainly did not expect the top-notch service that I got from Servpro. They arrived on time, all of them clean and neat in appearance; each of them introduced themselves to me, and were extremely polite. Jake was wonderful, so knowledgeable, explained everything to me, and was patient with all the questions I had, and went out of his way to put my mind at ease. And Nate…..he was so kind and nice, worked so hard with his partner in 95 degree heat as if it didn’t affect them at all. I didn’t think there was any way the 3 of them were going to get everything done in one day, but they did. The customer satisfaction survey that Servpro has does not do these guys justice. A scale of 1 to 10 wasn’t enough. These guys get a 20 in my book. If I ever, and I hope I don’t, but if I ever need the services of Servpro again, I don’t want anybody else but Jake and his crew. Top notch, couldn’t be better. These guys were awesome. I’m going to keep your business card forever and will not hesitate for a minute to recommend you and your crew to anyone who might be in need of their services. It’s rare these days to find this kind of customer service and I can’t tell you how impressed I am with them and how much I appreciate Jake putting my nerves at ease. You’ve got a great team in them. Thank you for everything. Denise M
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Top Ten Volume Leaders GROSS VOLUME LEADERS JUNE 2013
PER LICENSE AVERAGE VOLUME LEADERS
JUNE 2013
1
D. Kluger
1,437,103
Lisa Jameson
324,849
2
Allen & Susan Randolph
590,169
D. Kluger
239,517
3
Walter & Claudia Paiva
330,386
Daniel & Allison Wallace
198,933
4
Lisa Jameson
324,849
Frank & Daria Solano
173,223
5
Charles & Donna Vingoe
313,702
Scott O’Donnell
171,828
6
Joe Pelli
303,532
Walter & Claudia Paiva
165,193
7
Lou & Michelle, Danielle, Justin Sepe & Nicole Travis
294,368
Bill & Beth Russell
164,525
8
John Maughan
275,347
Michael & Megan Geria
161,569
9
Michael, Patrick & Kathleen Logue
270,384
Anthony & Danielle Palumbo
158,385
10
Dion Luzzi
264,290
John O’Sullivan
151,031
Chart Toppers
March 2013
August 2013 - 9
PERSONAL
BEST
Personal Best Volume Month JUNE 2013
Chart Toppers March 2013
PERSONAL BEST VOLUME MONTH JUNE 2013 WALTER & CLAUDIA PAIVA SERVPRO® of Fall River # 5858 SERVPRO® of Taunton # 8372 $330,386.36
Associated Revenue Citrangola & R. Kluger Morrison & Spinner Cleaning Commercial Wallace Cleaning Residential R. Delfino Duct Residential Irvolino
PERSONAL BEST VOLUME MONTH JUNE 2013 BILL & BETH RUSSELL SERVPRO® of Upper Cape Cod & The Islands # 9579 $164,525.59 PERSONAL BEST VOLUME MONTH JUNE 2013 SAL & VITA MARINELLO SERVPRO® of East Brunswick/Princeton Meadows # 9885 $129,387.27 PERSONAL BEST VOLUME MONTH JUNE 2013 MICHAEL & MEGAN GERIA SERVPRO® of Bordentown/Pemberton # 9260 $161,569.25
Fire Commercial Gibbs Fire Residential D. Kluger Maughan Mold Commercial Reilly Maughan Mold Residential Reilly Maughan Sclafini Rookie W. & S. Loiacono Water Commercial Morrissey Pelli Water Residential Harvey Mattos D. Kluger Total Volume Morrissey D. Kluger
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The Cost Effective Solution for Art and Collectible Claims ART - Art Recovery Technologies specializes in restoration of a wide range of valued art pieces. ART also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork. Let our staff of experts simplify your fine art or collectible claim. We ensure prompt, accurate and confidential performance that will satisfy the most discriminating collector or insurance professional.
Professional Restoration Services: Paintings Works on Paper Sculptures Photographs
Museums Historical Documents Fine Antiques Taxidermy
Textiles Collectibles Ceramics Murals/Mosaics
National Hot Line: 800-227-0796 24/7/365 Emergency Response ART - National Headquarters 11847 Levan Road Livonia, MI 48150 For more information about ART visit www.artrecoverytech.com
Use your smart phone to scan this code or go to www.artrecoverytech.com
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2013 Advertising Resource Guide SERVPRO® FRANCHISE ADVERTISING Advertising is defined as any form of communication between the Franchise and any customer, potential customer, or the general public. Refer to the Advertising Resource Guide (ARG) when planning any type of Franchise advertising; letterhead, business cards, envelopes and/or any other form of advertising media, including, but not limited to, vehicle decals, building lettering, electronic, and Web-based advertising. Please take a moment to review your current advertising and verify all forms of advertisements have been submitted to and approved by the SERVPRO® Legal Department and your Trainer.
Branding Claims When describing SERVPRO® in communication materials, The SERVPRO Legal Department urges you to review all of it is important to not make statements that are misleading or your advertising and correct any noncompliant advertising at cannot be verified or proven. this time. Make the necessary changes and corrections to your advertising and follow the Advertising Approval Procedures in Primary Colors the ARG The official SERVPRO® colors, SERVPRO® Green and SERVPRO® Orange, are a central component for all print, Acquire SERVPRO® Brand Elements now on ServproNET® product, stationery and web initiatives. SERVPRO® House Logo SERVPRO® Branding Statement Like it never even happened.® SERVPRO® Brand Descriptor Fire & Water - Cleanup & Restoration ™ SERVPRO® Brand Positioning Statements FASTER TO ANY SIZE DISASTER SERVPRO® Franchise Disclaimer Independently Owned and Operated SERVPRO® System Services SERVPRO® Images Only approved SERVPRO® images are permitted on advertising SERVPRO® Branding Icons
Fonts Garamond Family Futura Family Square 721 Family
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With 25 CRDN Facilities in NY, NJ, CT, RI and MA, Our Emergency Response Isn’t Just Fast...
It’s Immediate CRDN of New Jersey Bound Brook, 732-356-2642 CRDN of Western New York Buffalo, 716-332-0958 CRDN of Eastern New York Schenectady, 518-779-3406
When Your Reputation is on the Line,
Lean on CRDN
CRDN of the Five Burroughs New York City, 631-465-9600 CRDN of Westchester/ Fairfield & Long Island Pleasantville, 566-273-6696 CRDN of Central Connecticut Farmington, 860-606-0055 CRDN of Rhode Island, Eastern CT & Northeast MA Warwick, 401-640-3844
24-Hour Claim Assignment 800-963-CRDN (2736) | www.crdn.com
CRDN of Greater Boston & Southeast MA Taunton, 508-822-6161
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Words of Wisdom ...there is freedom in serving an experienced client who knows what they want... Ben Nicholson The first step in exceeding your customer’s expectations is to know those expectations. Roy H. Williams The aim of marketing is to know and understand the customer so well the product or service fits him and sells itself. Peter Drucker The golden rule for every business man is this: ‘Put yourself in your customer’s place. Orison Swett Marden I’d just like to be treated like a regular customer. Elvis Presley The well-satisfied customer will bring the repeat sale that counts. James Cash Penney A satisfied customer is the best business strategy of all. Michael LeBoeuf To be successful ..., you must always and consistently put your clients’ best interests first. When you do, your personal needs will be realized beyond your greatest expectations. Anthony Hitt