SERVPRO SUN - January 2014

JANUARY 2014

In this issue: 1 2013 Year in Reivew 2 2014 Make it Happen/ Save the Date 4 Marketing Opportunities 6 Top 10 7 Chart Toppers, Personal Best 8 Work Smarter Not Harder 9 Words of Wisdom 10 Audit Sheet

SUN

T HE

SERVPRO® of Southern New England and New York

SAVE THE DATES April 4 & 5, 2014 SERVPRO® of Southern New England & New York MANDATORY DIRECTOR AREA MEETING & AWARDS BANQUET “MAKE IT HAPPEN” Grow Your Business APRIL 4 1:00 – 5:00 pm Sessions 6:00 – 8:00 pm Cocktail Reception APRIL 5 9:00 am – 5:00 pm Sessions 6:00 – 8:00 pm Awards Banquet Foxwoods Resort and Casino, Ledyard, CT

Our first 2014 Distributorship Area Meeting will be held April 4 and 5, 2014, at Foxwoods Resort and Casino - the Grand Pequot Hotel. Please block the date on your 2014 calendars and note that this is a Mandatory Area Meeting for direct-assigned Franchise Owners.

Franchisees may also elect to bring their key management employees to the meeting and Awards Banquet.

The seminars will include a workshop session conducted by a nationally recognized business consultant, Dr. Paul Marciano. Dr. Marciano is the author of the best-selling book Carrots and Sticks Don’t Work.

The 1½ day event will feature specific programs, methods, and advice from ‘subject-matter experts’ to assist SERVPRO Franchise Owners in the critical areas of Personnel Management, Marketing and Business Expansion and improving Business Profitability.

Further agenda and general information is forthcoming, including RSVP forms, guest room information for those wishing to stay at the hotel for 1 or 2 evenings and/ or those that plan to attend the special dinner event on Saturday, April 5, 2013.

We look forward to seeing you at this informative, beneficial and interactive event.

2013 – The Year in Review

We would like to thank all Franchise Owners and their respective staff for their dedication and hard work. Unlike the previous two years, there were no significant weather events to give Franchises a loss referral boost. Despite a relatively non-weather eventless year, overall Franchise volumes in the Distributorship Territories remained steady or increased over the previous year.

Our Distributorship Team continues to be focused on providing you and your employees with Administrative, Production, Marketing, and Executive Consultation, National Accounts Compliance Advocacy, and overall Business Consultation.

We strengthened our office staff by adding a qualified accountant, Karen Troche, a new auditor, Kathryn McNamara, located a replacement for our Marketing Training Specialist, Lori Villardi, plus additional warehouse support personnel.

To recap our efforts on your behalf, below is the annual Distributor service numbers, to recap: “what have you done for me lately”: 2 Add-on Servpro Franchise Licensed Territories 4 New Franchise License Sales 5 Completed Franchise Resale assistance 5 Additional or new Distributorship Employees hired 11 Number of -2 WRT, 1 SRT, 1 Health & Safety, 1 AMRT, 1 Mold Remediation Worker education, 4 ASD, and 1 Bio-Recovery Courses equaling 232 hours 14 Webinars conducted by the Distributorship Team 66 Number of Insurance, Real Estate, Home Inspector, CE Classes and seminars conducted, with over 1500 COI attendees. Added 1 new CE class 134 Hours of Business Consultation and training with Non-Direct Assigned Franchises (those with Trainers) 140 Hours of QuickBooks, Xactimate, and ManagER Green Classroom Training 326 Distributor Team Continuing Education hours to add value to Franchise Consultation and Training 387 Hours of conducted Area Meetings and Employee/Owner Training Classes, including: Production Employee Training, Drybook, ManagER Green, ManagER Red, QuickBooks, and Xactimate 3,936 Direct Visitation, Area Meeting, and Employee Training Hours An average of 48 hours per Direct-Assigned Franchises 13,000+ Hours of telephone support, Business Consultation, Audit Hours, and Compliance Advocacy

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2014

- A Look Ahead

Servpro Corporate Management continues to be focused on achieving their goals of $5 Billion in revenue by 2020, in order to increase our influence and dominance in the insurance restoration market. Storm Team Response, Large Loss, and the Emergency READY Program (ERP) for commercial clients, continue to be key components in achieving the goal.

The co-branding with the American Red Cross to present Emergency READY Programs is a big ‘plus’ for Servpro Franchises. DryBook will soon become the estimate creation mechanism. Another 2014 Servpro Corporate and Distributorship initiative is to ensure Job File Audit Cycle Times are reduced to remain competitive in the National Account arena. Distributorship Team goals during 2014 are to assist Franchises with establishing internal achievable goals and objectives with the end result of growing, profitable, fully managed, compliant businesses. We will be strongly focused on helping Franchises succeed with the market domination through Owner leadership, quality production, excellent customer service, and aggressive, effective marketing.

We look forward to sharing in your success!

JANUARY 2014 - 3

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The “No Sweat” Guarantee is a service mark of Sunbelt Rentals, Inc. ©2013

4 - SERVPRO® SUN

Missed Marketing Opportunities?

During current initiatives to obtain fresh material for use in our Continuing Education presentations, by way of pictures with accompanying stories, it has become obvious that our Franchise Associates are not taking full advantage of their own jobs to use in local marketing campaigns.

There is a saying that a picture is worth a thousand words, which is absolutely true, especially in today’s visual, graphic world. One of the best methods to promote and validate your SERVPRO® Franchise capabilities, capacity, and expertise is through visual material. Unfortunately, too many Franchises are only interested in the compliance requirements when taking required jobsite pictures and neglect major Marketing opportunities!

Our recommendation is that when you do have a ‘photo op’, which might be a large loss, one with unusual circumstances, or one that has a background ‘story’, to notify your Marketing Department and have them take before, during, and after pictures of aspects of the loss (water, fire, mold, biohazard, etc.) that can be used for promotion. Obviously, pictures should be clear, set for high resolution, and illustrate the benefits of your utilizing your Franchise’s services.

Too often we find that we have to look at a hundred pictures to find one that is deemed appropriate for use in presentations, accredited Continuing Education classes or local ‘Lunch and Learn’ type of presentations. Pictures can be edited and placed on various display devices such as an iPhone, iPad, laptop or similar device. In addition, key pictures can be inserted in your social media outlets such as Facebook, and LinkedIn to aid your Marketing efforts.

Remember, you are trying to differentiate your services from the competition and visual presentations are vital to this delineation.

You may contact this office for assistance in assembling your pictures into a format in support of any type of formal or informal local presentation such as business, civic, or trade groups. To reiterate, the vast majority of franchises already have enough variance in work to produce high quality visuals, we just admonish you not to waste any Marketing opportunity!

What we often hear from some Franchise Owners:

Dilbert by Scott Adams © 2013 Scott Adams, Inc.

JANUARY 2014 - 5

BB&T Insurance Services

Personalized plans, essential coverage

BB&T Insurance Services is proud to provide a wide range of insurance products for SERVPRO Franchise Owners. Our SERVPRO®-dedicated team is happy to create a customized insurance plan just for you, tailored to meet your Franchise’s needs. Our team will work to ensure your needs are met now—and into the future.

As the preferred provider for SERVPRO®, we offer these insurance products, in addition to many others: ■ Employment Practices Liability ■ Umbrella ■ Commercial Auto ■ Workers’ Compensation ■ Bailees’ / Contractors’ Equipment

BB&T Insurance Services is proud to be selected by the RRRG as the preferred insurance provider for SERVPRO®.

Contact us today for your insurance quote.

866-249-0293 or servicenow@bbandt.com

BB&T Insurance Services, Inc., CA license #0C64544. BB&T Insurance Services of California, Inc., CA license #0619252. © 2011 Branch Banking and Trust Company.

Insurance.BBT.com

6 - SERVPRO速 SUN

Top Ten Volume Leaders GROSS VOLUME LEADERS NOVEMBER 2013

PER LICENSE AVERAGE VOLUME LEADERS

NOVEMBER 2013

1

Dave Kluger

1,041,733

James Gibbs

501,747

2

Allen & Susan Randolph

558,344

Mitch Kaikow & Stuart Cleary

312,131

3

Lou & Michelle, Danielle, Justin Sepe & Nicole Travis

529,389

Anthony & Danielle Palumbo

226,060

4

James Gibbs

501,747

Lisa & Doug Jameson

207,806

5

Frank Mattos

323,110

Frank & Daria Solano

204,239

6

Michael Reilly

306,246

Ralph Rimualdo

178,615

7

Mitch Kaikow & Stuart Cleary

312,131

Lou & Michelle, Danielle, Justin Sepe & Nicole Travis

176,463

8

Charles & Donna Vingoe

291,603

David Kluger

173,622

9

Joe Pelli

279,271

Michael Reilly

153,123

10

Lance & Jennifer Harvey

277,532

John Majeski

149,694

Chart Toppers

March 2013

JANUARY 2014 - 7

Chart Toppers

PERSONAL

Personal Best Volume Month November 2013 September 2013

BEST Cleaning Commercial Braun Duct Commerical Morrison Spinner

PERSONAL BEST VOLUME MONTH NOVEMBER 2013 James Gibbs SERVPRO速 of Egg Harbor/ Ventnor City # 9090 $501,747.99

Fire Residential Maughan Mold Residential Harvey Maughan Resale Rookie Randolph Subcontract D. Kluger Water Residential Mattos Total Volume D. Kluger

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WORK SMARTER-NOT HARDER!

By Michelle Broggy For those of you who have attended any of my Training Classes, either here at the Norwalk Training Center, or at Regional Training, know I like to work smarter not harder! Anything that I can share with you regarding cutting the cycle time of a job, I will!

Quite a large number of Franchises have become DryBook certified over the last few months. There have also been some changes to DryBook since the Training began in early May. One of those changes is in the Drawing Tab of DryBook. Initially, you learned to use the functionality within DryBook to draw your sketch. It was not to scale and very rudimentary. Since most insurance carriers are using Xactimate, why not bring your sketch from Xactimate into DryBook???

Exporting your sketch from Xactimate to Drybook is easy and will save you tons of time. Remember work smartner, not harder!

Once your sketch is complete in Xactimate, click on the Options Tab, choose Export, keep the Level Name, and save the Sketch as an Image File.

Remember, only .jpeg or .png files can be imported into DryBook. Within DryBook, go to the Drawing Tab and create a new Sketch. The last icon on the toolbar is Import. Retrieve your Xactimate Sketch and your drawing will be imported with no duplication of effort on your part! See the attached images to help in this process.

Exporting your sketch from Xactimate to Drybook will cease duplication of effort on your part, allowing you to work smarter not harder.

JANUARY 2014 - 9

Words of Wisdom Once you make a decision, the universe conspires to make it happen.

Ralph Waldo Emerson There is no scarcity of opportunity to make a living at what you love; there’s only scarcity of resolve to make it happen.

Wayne Dyer Apply yourself… Don’t just stand there, make it happen.

Lee Iacocca Some people want it to happen, some wish it would happen, others make it happen.

Michael Jordan You have the ability to choose which way you want to go.

You have to believe great things are going to happen in your life.

Do everything you can - prepare, pray and achieve - to make it happen.

Benjamin Carson If you believe in what you are doing, then let nothing hold you up in your work.

Much of the best work of the world has been done against seeming impossibilities. The thing is to get the work done.

Dale Carnegie If you really want something you can figure out how to make it happen.

Cher Magic is believing in yourself, if you can do that, you can make anything happen.

Johann Wolfgang von Goethe There is an old English saying…

If you want milk, don’t sit on a stool in the middle of a field in the hope that the cow will back up to you.

All our dreams can come true, if we have the courage to pursue them.

Walt Disney As long as you are going to think anyway - you might as well think BIG. Donald Trump The most successful men in the end are those whose success is the result of steady accretion... It is the man, who carefully advances step by step, with his mind becoming wider and wider - and progressively better able to grasp any theme or situation - persevering in what he knows to be practical, and concentrating his thought upon it, who is bound to succeed in the greatest degree.

Alexander Graham Bell Successful people are always looking for opportunities to help others. Unsuccessful people are always asking, “What’s in it for me?”

Brian Tracy Behold the turtle… He makes progress only when he sticks his neck out.

James B. Conant

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Audit Sheet- Quick Reference

THIS IS BASIC INFORMATION AND NOT ALL INCLUSIVE

INSURANCE COMPANY: The Hartford # 3739-F ScanER XL

ESL: $2,000.

Latest version of the Drying workbook.

Contents must be uploaded separately into its own job file.

Authorization to Perform- Servpro form #28000.

The use of Xactimate is prohibited. If requested- you must contact National Accounts and get their approval. Document name of person you spoke with on the job file upload along with the name of the adjuster, and file will be accepted.

Drying more than 3 days requires “Approval” (you cannot use notification).

INSURANCE COMPANY: Safeco LMAC # 4043-F ScanER XL on all water and mold jobs.

Xactimate on all fire and smoke jobs.

Latest version of the drying workbook.

Refer to bulletin: 3752-F ESL: $2,500.

Photos of the dehumidifier(s) must be taken in the room(s) in which they were placed.

If not present, dehumidifier(s) will not be allowed to be charged for in the estimate, unless file contains the name of the adjuster who approved otherwise. See bulletin (4043-F).

Equipment photo must include the room name.

Contents must be uploaded separately into its own job file.

Unless adjuster approves contents to remain in file (add adjusters name for approval).

INSURANCE COMPANY: Liberty Mutual #4075- F Xactimate – 27.3.

EMS Fee refer to bulletin # 3899-F. Latest version of the drying workbook.

Photos: Pre and post remediation photos.

Authorization to perform #28001.

Photos of the dehumidifier(s) must be taken in the room(s) in which they were placed.

If not present, dehumidifier(s) will not be allowed to be charged for in the estimate, unless file contains the name of the adjuster who approved otherwise. See bulletin (4043-F)

continue on next page

JANUARY 2014 - 11

Equipment photo must include the room name.

Discount: 2.5% (How to apply discount refer to bulletin #3541-F).

Equipment charges: Refer to bulletin 3781-F. Initial and daily upload required.

Dehumidifier & Air mover charges must be by run time only, Example: Equipment is placed at 10:30 am on Monday and picked up at 4:30pm on Thursday, Total “Run time” 78 hours of “run time” on job-site Dehumidifier and/or Air mover line item charge should show as follows: Hours charged equation: 78/24= 3.25.

If an Emergency Service Charge only you will only need the 2 ½ discount on estimate and upload a COS Emergency Response form (to trigger a final upload).

Liberty Mutual requires Mitigation specialist approval (not adjuster) if more than 3 days of drying to be documented on the Drying Workbook.

1-4-8 if time stamps not met you must select an exception on the Non-ScanER XL monitor and a note on the opening statement of the estimate as to why.

INSURANCE COMPANY: State Farm # 3467-F Xactimate- 28 Latest version of the drying workbook Initial 24,48,daily and final upload required Forms: Authorization to Repair (“ATR”) Bulletin # 3774-F

Authorization to Pay (“ATP”) Adjuster’s notification is required.

State Farm personnel’s name and the word approval cannot be in the estimate.

Unconditioned spaces require a note stating adjuster notified (on DW) per bulletin 3607-F Axial fan should not be included in the estimate without a detail explanation as to why on the Drying Workbook.

State Farm requires notification if exceeds 5 days of drying.

Labor minimums are not allowed on estimate.

1-4-8 if time stamps not met you must select an exception on the Non-ScanER XL monitor and a note on the opening statement of the estimate as to why.

Contents must be separated and faxed directly to the adjuster.

INSURANCE COMPANY: Fireman’s Fund #3780- F, #4038-F and #3844-F Xactimate (most current) ESL: $2,500 Latest version of the drying workbook Initial upload is required.

Forms: Customized Fireman’s Fund Form - See Bulletin 3735-F Adjuster E-Mail Address/FNOL under Agent field Xactimate required for these states: CT, DE, DC, ME, MD, MA, NH, NJ, NY, PA, RI, VT, VA. If adjuster request ScanER contact National Accounts for approval.

12 - SERVPRO® SUN

GENERAL NOTES 1-4-8 TIME FRAME:

1 Hour to contact customer from FNOL 4 Hours to arrive onsite from contacting the customer 8 Business Hours to verbally brief insurance adjuster (not the customer) If you cannot meet one of the above time stamps, you must choose an exception. For any State Farm, Liberty Mutual and MetLife job.

Refer to bulletin 3295-F. DAYS TO DRY:

PHOTOS:

FORMS:

FNOL: SPECIALTY EQUIPMENT:

PAID JOBS:

LOCAL UPLOADS:

State Farm allows kkkk5 days of drying before you need notification to exceed.

AAA NCNU- If drying expected over 4 days you require notification.

For all other insurance companies you need the name of the adjuster who approved exceeding the 3 days of drying.

Front of structure.

Loss of site/ source of damage.

All affected areas/rooms. We check to see how many affected rooms on the estimate and drying workbook and see if these have been uploaded and labeled correctly.

If photo unavailable, add a note in the images explaining why.

Authorization to Perform 28000 or 28001 (Depends on insurance company) Certificate of Satisfaction: Job Completion dated 11/10 or after Certificate of Satisfaction: Emergency Service (If no work performed.)

Customer Information Form dated 11/10 or after Customer Equipment Responsibility Form dated 11/10 or after Invoice (Invoice amount must match estimate’s amount) Arrival and Drying Complete date you enter on the Job Worksheet in ScanER must match thedates you enter in the Drying Workbook or Monitoring Report.

Anything other than a Dehumidifier and Air mover is considered Specialty equipment.

Be sure to get approval for the use of Specialty equipment. (Notification for State Farm) All documents and drying workbook need to be completed and present; estimate and line items within the estimate are okay if not in compliance with guidelines.

Be sure to write “PAID IN FULL” in the job worksheet of the FNOL and on the Invoice, or estimate.

All jobs including self-paid jobs, dispatched from Servpro National Call Center are required to be uploaded.

Self-pay jobs bypass the audit system; therefore, the audit system should not be a deterrent to uploading these job leads. See bulletin # 4072-F

HOLIDAYS: OTHER:

Please see bulletin 4127-F for details on Holidays.

Any estimate containing Dumpster charges must be accompanied with the Subcontract Invoice or a note stating it’s owned by franchise.

Tear out on any water Category 1 or 2 requires specific notes to validate charges, along with photos.

Category 1 Class 1 requires In-Place drying or a specific note stating why not.

Allstate & Encompass does not allow any notes on the opening statement of the estimate. If a Fire job (& no drying workbook) upload a job diary form as a jpg under images with your notes or exceptions.

JANUARY 2014 - 13

DRYING WORKBOOK INITIAL UPLOAD DISPLAY: The Drying Workbook must be filled out in its entirety and labeled appropriately.

Analyze the Summary Cover Sheet in drying workbook to ensure the information entered is in all applicable fields: Servpro name and address, Insurance Co. Name & Claim No. Customer name, address, phone number, email (if note type in this field N/A) -Affected area Information: Water Category, Water class -Calculation sheet Notes, Monitoring/Other drying notes, General Notes, Asbestos/Mold (if any) -Flooring Saved (if available information) Drying Zone-Room Worksheet: Room(s) name/length/with/height & floor affected filled out.

I nspection Report: Zone/Room #/Meter type/Meter #/Hygrometer#/Dehumidifier#1 (on top of page filled out) A Sketch reflecting the name of the affected rooms, Dehumidifier , Air mover , specialty equipment (if applicable), water migration lines (If you entered a room on the drying zone worksheet 50% affected, the Inspection report must reflect the same with the migration lines). Moisture Content Readings location.

Refrigerant Dehu Calculation sheet - Must be filled out for the first day Desiccant Dehu Calculation sheet Air Mover Calculation sheet - Must be filled out for the first day Monitoring Report - Dates and Times are present for each day of job.

Technician Initials are present for each day of job.

Outside temperature is identified for each day of job.

Unaffected Zone room identifies thermo hygrometer readings for each day of job, unless there is no room unaffected. If no room unaffected, a note exists on the Summary Cover Page explaining why (I.e. home fully involved).

All affected zones are identified with thermo hygrometer readings for each day of job ll dehumidifiers placed are identified with zone they are located in and identify thermo hygrometer readings A for each day of job. If the cell under G-Dep turns yellow or red, re-take the reading to ensure accuracy.

Hygrometer Readings - HVAC thermo hygrometer readings are taken for each day of job or a notation of why they were not available must be present.

14 - SERVPROÂŽ SUN

Equipment usage chart: The number of DH’s and Air movers are keyed by day, by zone based on what is left in structure when departing.

Moisture Content Readings - All structural materials affected are identified in the moisture content section of the monitoring report. Any room containing equipment must have moisture content readings.

DH hour readings: Hours of operation for each dehumidifier are identified by day along with the DH manipulation questions answered daily.

JANUARY 2014 - 15

INITIAL UPLOAD REQUIREMENTS ALLSTATE 48 PHOTOS –

Front of policyholder residence Source of damage Resulting damage in all affected rooms Photos justifying CAT 3 charges (PPE in use) etc.

If carpet is removed photos must be present to justify removal.

Sketch: Allstate requires a Sketch in Xactimate Estimate: An Initial estimate must be present with line items and dollar value 1-4 compliance: Allstate requires the Franchise to meet a 1 hour customer contact time and a 4 hour onsite arrival time. Deviations from service level agreements must be notated in the drying workbook indicating the reason for non-compliance.

An exception reason should also be selected from the Non-ScanER Monitor. If a fire or mold job and no drying workbook needed to add exception notes, you can upload a blank form and label it “Diary notes” as a JPG under images.

AUTHORIZATION TO PERFORMA signed legible authorization to perform work (Most current SERVPRO Form) must be uploaded and labeled appropriately

appropriately. Please ensure workbook is filled out in its entirety to date (Please see workbook above.)

ELECTRIC INITIAL- 24

PHOTOS Front of residence Loss site Photos of every affected area ESTIMATE An Initial estimate must be present with the line items and a dollar amount value.

HOMESITE INITIAL 48 PHOTOS Front of Structure Source of loss Photos of every room affected by the loss (label appropriately).

IF a substantial amount of equipment is required on site photos depicting the equipment in use should be taken.

DRYING WORKBOOK MUST BE FILLED OUT IN ITS ENTIRETY

AUTHORIZATION

(Please see above example.)

A Signed legible authorization to perform work (Most Current SERVPRO form) or a legible scanned document explaining why form not available must be uploaded.

AAA NCNU 48- PHOTOS -

Front of Structure f.

Source of Damage.

Pre-Mitigation room overview photos with contents.

Resulting Damage in all affected areas charged for in the estimate.

Non-restorable damages (i.e. delaminating backing, furniture stains, etc.).

Photos of the initial monitoring readings (photos of the meter while the readings are being taken)

AUTHORIZATION - AAA NCNU

requires an Authorization to Perform Services (most current form) that contains the following before work is commenced: Customer signature Date Signed Insured's Name Franchise Name Date Loss Occurred

DRYING WORKBOOK UPLOADED/LABELED -

AAA NCNU requires the Drying Workbook be uploaded within 48 hours and labeled

DRYING WORKBOOK Please make sure the workbook is filled out in its entirety to date.

ESTIMATE An Initial estimate must be present with line items and dollar value

1-4-8 Compliance: Franchise to meet a 1 hour customer contact time and a 4 hour onsite arrival time, or an exception reason should also be selected from the Non-ScanER® XL Monitor.

LIBERTY MUTUAL INITIAL 24: Drying workbook to be filled out in its entirety (see above) Name of the Mitigation Specialist on the Drying workbook or opening statement.