SERVPRO Sun July 2013 by JH Communications

JULY 2013

In this issue: 1 2 3 4 5 6

Best Service American Red Cross Disaster Relief Words of Wisdom Awards/New Franchise Give More Attention 44th National Convention, Save the Date 7 Top 10, Personal Best, Chart Toppers 9 Kudos 10 Advertising Resource Guide

SUN

THE

SERVPRO® of Southern New England and New York

BEST SERVICE By Robert Willis

The BEST SERVICE is the market and service mix, which allows your business to attain growth and profit objectives based on customers being served in the marketplace, your SERVPRO® Franchise. Good customer service is all about bringing customers back. It is about living up to expectations and sending customers away satisfied and happy enough to pass positive feedback about your business along to others, who may then try SERVPRO for themselves and in turn become repeat customers. There are many vendors available; never take a customer - national or local - for granted.

During a recent ASD class, Michelle Broggy, our software trainer learned additional skills using the ROVER to extract water from glue down carpet. Fellow class attendee Doug Glassman, Servpro of New Bedford North/Middleborough, issued Michelle the warning to

If you are a good salesperson, you can sell anything to anyone once. It is your approach to customer service, which will determine whether that customer will use your services again, however. The essence of good customer service is forming a relationship, performing to and exceeding expectations, and maintaining customer satisfaction. There are many astute one-line suggestions for how a business can focus on improving customer service; these are a few of them: Answer your phone; and ensure your answering service is capable and competent. Return calls as soon as possible. Customers do not wait when there is water on their floor. Please review the SERVPRO NAPA Agreement with your staff. • Do not over promise or under deliver. We have all heard this before, but there is a reason it is said so often: It is good advice! • Listen to your customers, and solve the problems and complaints. The customer is usually right, and when they are not, you still Continued on next page

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Continued from cover

have to find a way to make them comfortable with the situation. • Be helpful regardless of whether it is immediately profitable. Just because it does not pad the bottom line does not mean it is not profitable. • Train your staff to be helpful, courteous, and knowledgeable. Your staff is an extension of your business; indeed, they are an extension of you. They should be professional in demeanor and appearance. • Take the extra step and throw in something extra. How much does it really cost to go the extra mile? In the end, it is well worth it. It may seem like common sense, but we can all remember situations when we failed to live up to a customer’s expectation, told them we would do something and did not, or just plain forgot to keep them informed.

In a few seconds, a disaster can change someone’s life forever. A tornado can ravage your house, leaving your neighbor’s untouched; the fury of floodwaters may burst, a levee, which has previously held steadfast; a powerful earthquake can topple a home that has stood for more than a hundred years. In a matter of seconds, you too have the ability to change someone’s life. By donating to American Red Cross Disaster Relief, you empower the Red Cross to provide immediate assistance to those affected by disasters down the street, across the country, and around the world.

Customer service is a team effort. From the first phone call, through the initial inspection and service, all the way to a final walk through, customer service is the responsibility of every member of the team. Our first priority should be for every SERVPRO employee to make sure the customer is satisfied with the results before, during and after SERVPRO has left the home.

The American Red Cross cannot do this without your help. American Red Cross Disaster Relief not only supports the costs associated with a disaster response, but also sustains year-round readiness and maintenance costs. Disaster Relief pays for the vehicle fleet, warehouses, Information Technology systems, and volunteer training that must be maintained 24 hours a day, 7 days a week. Please join SERVPRO® in their support of the Red Cross and consider a gift to American Red Cross Disaster Relief today by clicking on the link below; your support helps ensure we are ready for the challenges of tomorrow.

THE BEST SERVICE

SERVPRO® is proudly partnering with the American Red Cross to ensure communities are prepared before disasters strike and to support our neighbors in Oklahoma during this time of disaster. We invite SERVPRO® Franchisees, employees, friends, and family to join us in supporting the Red Cross to aid businesses, schools, organizations, and individuals in responding to disasters.

makes it ...

Like it never ® ® even happened

http://american.redcross.org/servproindustries-pub Kathy Farley Marketing Events Coordinator Marketing Services Division arc@servpronet.com kfarley@servpronet.com 615-451-0200 x 1507

JULY 2013 - 3

Words of Wisdom Pretend that every single person you meet has a sign around his or her neck that says, ‘Make me feel important.’ - Mary Kay Ash The goal as a company is to have customer service that is not just the best but legendary. - Sam Walton Without great employees, you can never have great customer service. - Richard F. Gerson A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large. - Henry Ford Choose to deliver amazing service to your customers. You’ll stand out because they don’t get it anywhere else. - Kevin Stirtz Customer Service is just a day in, day out ongoing, never-ending, unremitting, persevering, compassionate, type of activity. - Leon Gorman Don’t try to tell the customer what he wants. If you want to be smart, be smart in the shower. Then get out, go to work and serve the customer! - Gene Buckley The secret to successful customer service starts with YES! - Jeffrey Gitomer The longer you wait, the harder it is to produce outstanding customer service. - William H. Davidow Forget about the sales you hope to make and concentrate on the service you want to render. - Harry Bullis You’re gonna have to serve somebody. - Bob Dylan If you’re not serving the customer, your job is to be serving someone who is. - Jan Carlzon

Only a life lived in the service to others is worth living. - Albert Einstein Service is the rent we pay for being. It is the very purpose of life, and not something you do in your spare time. - Marian Wright Edelman The public must and will be served. - William Penn Always do more than is required of you. - George S. Patton Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible. - Howard Schultz Customers today want the very most and the very best for the very least amount of money, and on the best terms. Only the individuals and companies that provide absolutely excellent products and services at absolutely excellent prices will survive. - Brian Tracy

ATTITUDE by Charles Swindoll

The longer I live, the more I realize the impact of attitude on life. Attitude, to me, is more important than facts. It is more important than the past, than education, than money, than circumstances, than failures, than successes, than what other people think, say, or do. It is more important than appearance, giftedness, or skill. It will make or break a company... a church... a home. The remarkable thing is we have a choice every day regarding the attitude we embrace for that day. We cannot change our past... we cannot change the fact that people will act in a certain way. We cannot change the inevitable. The only thing we can do is play the one string we have, and that is our attitude... I am convinced that life is 10% what happens to me and 90% how I react to it. And so it is with you... we are in charge of our Attitudes

Bravo!

Congratulations!

Good Job!

Hurrah!

William & Patricia Sullivan

JOB!

SERVPRO® of Buffalo/Tonawanda & SERVPRO® of East Erie County

BEST

received their 40-year Service Award at the 2013 National Convention. Best Wishes!

Bravo!

Congratulations!

Good Job!

Hurrah!

WISHES!

Hurrah!

Best Wishes!

GOOD

Congratulations!

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INTRODUCING NEW FRANCHISE Scott & Lisa Smith

SERVPRO® of NW & SE Dutchess County #10206 23 Charles Street, Suite C, Pleasant Valley NY 12569 Phone: (845) 635-4550 Fax: 845) 635-4551 E-Mail: servpronwsedutchess@yahoo.com Operating Territory

The bounded area in Dutchess county New York that is described as the entire Townships of Red hook, Rhinebeck, Clinton, Hyde Park, Pleasant Valley, La Grange, Union Vail, Beckman, Pawling and East Fishkill east of Taconic Parkway. Fred Cohn, Director of SERVPRO® of Southern New England and New York, SERVPRO® of Upstate New York, and SERVPRO® of New Jersey was recognized and received the following awards. Highest Average Volume per Franchise - State Directorship SERVPRO® of Southern New England and New York

2013 SERVPRO® National Convention Anaheim, California June 17 – June 21, 2013

National Multiple Directorship Volume Leader - State Directorship SERVPRO® of Southern New England and New York SERVPRO® of Upstate New York SERVPRO® of New Jersey Highest Professional Cleaning Product Sales Fred wishes to express his appreciation to his Associate Franchises who, through their hard work, made these awards possible. With the goals of achieving their personal dreams and business objectives in mind, our Associates strive to develop quality personnel Teams and consistently surpass customer expectations. These Franchises’ overall dedication to the Servpro System serves to bolster the SERVPRO Corporate vision of dominating the Cleaning and Restoration Industry.

November 7 JULY2012 2013 -- 5

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Give more attention... By Sam Parker of GiveMore.com

Beginning at the top of the next hour and through the next 48, challenge yourself (and your team)… When you begin a discussion with a colleague or customer (or family member), give that individual your complete attention until the issue at hand has been fully addressed.

Every single discussion. Every single interaction. The entire 48-hour period. Not only will it help you maximize your time by minimizing miscommunication, but also it’ll send the right message. • Don’t let a phone call interrupt an in-person conversation. • Don’t let your email distract you from a phone call. • Don’t let a passerby, instant messenger, berry, or i-thing take your attention away from someone standing right in front of you (or on the phone).

Life is an interpersonal endeavor. Anything less than your full attention sends a message of arrogance – a message of condescension – a message no one (including ourselves) enjoys being on the receiving end of.

For those who lead a team, set the example. Give your attention today, and every day, to one person at a time – the person in front of you (on the phone or not) – and Give More. How to give complete attention… 1. Maintain eye contact and face the person. 2. Acknowledge key points with a nod, smile, or brief comment (“I see” or “I understand”). 3. Avoid interrupting and wait for the person to pause fully before asking questions to clarify. Ask only to better understand and avoid unrelated questions that can disrupt the person’s train of thought. 4. Dismiss distractions and acknowledge phones, email, instant messengers, and other people following the current interaction. 5. Confirm understanding by rephrasing pertinent discussion issues.

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SERVPRO ® 44th ANNUAL NATIONAL CONVENTION By Larry Hackney The overriding theme of the SERVPRO® National Convention this year was change; change for the better. Servpro Industries, Inc. has and is investing large amounts of resources into high-profile personnel, information technology, and training resources, designed for a growth-oriented company and future. We are aware some Franchises were unable to attend due to various personal and health circumstances and, unfortunately, not all Franchises took advantage of workshops, presentations, and tradeshow that were available. The workshop presentations should be available on ServproNET® in the near future. It is our recommendation that Franchises ensure their personnel review the PowerPoint presentations and other resource material when applicable and as it becomes available on ServproNET®. • SERVPRO has teamed up with the Red Cross to provide co-branded Emergency READY Programs. This is a great opportunity to work with a nationally known organization to lend credibility to the Emergency READY Program. Your Servpro Marketing Representatives should learn all they can about this great marketing opportunity. See details on ServproNET®. • SERVPRO has hired big industry “players” to assist with large loss development. You will probably hear the nickname BZ (Barry Zoller) in the coming months who used to be with BMS Cat and has the responsibility to move Servpro into the really large-loss arena. • SERVPRO National Accounts continue to grow stronger, especially with State Farm, Allstate, the Hartford, and MetLife. All of the key claims people from these companies stressed the importance of accurate, timely job file uploads, and to provide their customers with an exceptional, not just okay, experience. This is not new but must be ingrained into our Personnel culture. The rewards for delivery on these agreements are great, while those that cannot or will not comply will find their National Accounts dwindle in favor of neighboring Franchises that will deliver on the promises and expectations. • The Storm Program has been revamped completely to respond to previous issues. Many Franchises are embracing the Storm Team concept to build volume even when their local markets are slow. If you have an interest in the Storm Program read the Program Bulletins and Convention materials. • New Marketing resources are almost too numerous to mention - marketing materials, mobile applications, marketing and advertising initiatives, and commercial emphasis. Check the Marketing section on ServproNET® for the latest updates. • Be prepared for a flood of new technologies and news via ServproNET®, especially with most of the latest KRA updates to be broadcast on SERVPRO TV. We would encourage each office to have a designated staff member to check the updates daily as these new technologies roll out completely. We sincerely believe that the investment you made in SERVPRO will yield an excellent return and lifestyle if you take advantage of all that is offered. We look forward to being an integral part of the training and support system. Look for Training and Webinar announcement (www. robkat.com) soon! Give a SERVPRO National Convention Recap Presentation to your entire organization when you return home, so your employees will learn about all the new technologies and training. Bring it all home and continue to build on the SERVPRO National Convention experience.

SAVE THE DATE 2013 Annual Awards Banquet Saturday, December 7, 2013

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JULY 2013 - 7

Top Ten Volume Leaders GROSS VOLUME LEADERS MAY 2013

PER LICENSE AVERAGE VOLUME LEADERS

MAY 2013

David Kluger

1,209,093

Mitch Kaikow & Stuart Cleary

323,215

Allen & Susan Randolph

921,591

Gil & Sheryl Morrissey

260,942

Joe Pelli

631,984

Frank & Daria Solano

246,330

John Maughan

617,198

John & Shayna Luciani

240,506

Frank Mattos

553,569

James Gibbs

231,741

Gil & Sheryl Morrissey

521,885

Allen & Susan Randolph

230,397

Lance & Jennifer Harvey

348,263

Scott O'Donnell

214,333

Lou & Michelle, Danielle, Justin Sepe & Nicole Travis

325,462

David Kluger

201,515

Mitch Kaikow & Stuart Cleary

323,215

Lance & Jennifer Harvey

174,131

Charles & Donna Vingoe

318,133

Ralph Rimualdo

171,762

ALLEN RANDOLPH

Chart Toppers

SERVPRO® of Waterbury # 10146,

February 2013

Personal Best Volume Month May 2013

SERVPRO® of New Haven # 10147 SERVPRO® of The Naugatuck Valley # 10148 PERSONAL

BEST

SERVPRO® of Northern Westchester County # 10149

$921,591.08

Associated Revenue Cleaning Commercial Cleaning Residential Duct Residential Mold Residential Water Commercial Water Residential Total Volume

Allen Kaikow/Cleary R. Citrangola & R. Kluger Vingoe D. Kluger D. Kluger D. Kluger D. Kluger

8 - SERVPRO® SUN

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November JULY2012 2013 -- 5 9

Mr. Michael Reilly, Servpro of Toms River 801 Corporate Circle, Toms River, NJ 08755

May 23, 2013

Dear Mr. Reilly, This letter is way overdue. We have a home at Kathryn Street, N. Lavallette, NJ. It was impacted by Hurricane Sandy - leaving us with 28 inches of water in our home. Along with everyone else who was flooded, the task of clearing out our house, removal of all the contents, was an overwhelming task. We contacted your office on November 17, 2012 to have water damage mitigation performed. On November 21, 2012, a crew from your company was there. By the time we were able to get to our house on that same day, your crew had completed the job. Walls were removed, knotty pine paneling was removed, and the house was broom clean and dry! It was the start of our rebuilding process. Thank you so much for your professional help and also for addressing our needs so quickly and with a great result. Please extend a special thanks to Janice who helped us so much during such a trying time. She always returned phone calls and was very reassuring and understanding of our situation. Simply put - we wouldn’t be back without you! Sincerely, William & Maureen S.

From: Ralph Rimualdo To: Lou Sepe Subject: Re: Claim Service Assistance

May 29, 2013

From: Lou Sepe To: Mike Necci Subject: Fwd: Claim Service Assistance

Thank you for the kind words Lou. It’s funny, just a few days ago as we really started to get busier, one of my newer associates asked me if I’d ever consider giving some of our overflow to perhaps a local competitor. I just remember your story Lou, how one of your competitors had you doing his overflow and look at what happened.....So I explained the bigger picture to him. And now, by your crews responding to our overflow, I think he realizes Servpro is not like any other remediation company. This person is one of the people I hope to take to your facility to learn from. While I was hoping to schedule that visit soon, we need to get through this surge.

Mike,

Thank you again for the nice words Lou. Looking forward to seeing you at convention.

Kudo’s to Ralph Rimualdo and his staff!

Ralph Rimualdo

May 30, 2013

I wanted to let you, our Servpro Industries, Inc. Trainer, know that I received a phone call this morning from our associate, Ralph Rimualdo with regards to assisting him with services. His welcomed call came as our staff of 17 technicians were told yesterday that it may be a good time for them to all take a vacation because our business was very slow with claims at this time. Presently, we now have in route, managers to assist with customers claims. We here at Servpro of Broome, Tompkins & Tioga Counties appreciate this opportunity and the confidence that our neighboring Franchisee, Ralph Rimualdo has with us. It is very refreshing to know that we are part of a large franchise system that works hard together and believes in the system. Best regards, Louis Sepe

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2013 Advertising Resource Guide This Publication is your reference to advertising policies, graphic design standards, and sample advertisement. ADVERTISING AREAS: • • • • • • • • • •

Entity Names - must be same as License Agreement (page 5) Franchise Address Franchise Telephone Numbers (page 6) Franchise Fax Numbers Email Addresses and Domain Names (page 32) SERVPRO® House Logo usage (page 9) Yellow Page Ads (page 23) Magazine Ads (page 23) Web/Internet Advertising (page 32) Letterhead and Business Cards (page 43)

Your initialed ARG Checklist, with Franchisee and Trainer/Director signatures, must be submitted to and approved by the Legal Department for approval prior to ad use. Your ad proofs may be faxed or e-mailed to dclark@servpronet.com or aking@ servpronet.com. All advertising, including any manner of trademark, logo, or trade indicia usage, must follow the advertising approval procedures described. As always, the content of all ads and the placement of the ads must comply with SERVPRO’s Territorial Policy, as amended by SERVPRO® from time to time.

Submit a proof of letterhead, envelopes, or business cards to the Legal Department if any revisions or changes are made to the use of approved phrases, logos, or to the format of the letterhead or envelope. Print advertisements, both new ads and renewals, must be approved by your Trainer and the Legal Department prior to sending them to print. Advertising from the Marketing Services Department is approved for content only at the time the Marketing Services Department releases the advertising. Prior to use of the advertisement, the Franchise must receive approval from the Trainer and the Legal Department as described on page four (4).

CUSTOM AD SERVICE Marketing Services can create artwork for you. The charge is $50 per hour of graphics time (not including approval routing). Any revisions made after approvals have been granted may also be charged. For custom ad requests, there is a minimum ten (10) working-day turnaround time for ad completion. Certain advertising items may be provided at no charge at the discretion of Marketing Services. All custom ad requests are to be submitted via e-mail to chbrown@servpronet.com. Please provide the following information in your request:

1) Publication running the ad; i.e., Yellow Pages, CAG, Community Guide, School Program, etc 2) Type of ad (Fire and Water, Carpet, Duct, General Services, and/or Mold) 3) Size of ad (dimensions in inches) and color specs (Full-color or Black/White) 4) Franchise Name (as it appears on your Franchise License Agreement) and business phone number approved by the SERVPRO® Legal Department 5) Additional content to include in the ad such as certifications (the more information provided to the designer on the front end, the faster the ad can be completed)

JULY 2013 - 11

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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

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