OCTOBER 2013
In this issue: 1 2014 Strategic Planning 4 Seven Seconds 6 Top 10 7 Chart Toppers, Personal Best 8 Kudos 9 Advertising Resource 10 30 Reasons in 30 Days 12 Words of Wisdom
SUN
T HE
SERVPRO® of Southern New England and New York
2014 STRATEGIC PLANNING STRATEGIC PLANNING is the process by which an organization defines their strategy, or direction, and makes decisions on the allocation of resources to pursue the goal. In order to make decisions about the future of the organization, and the planned direction, it is necessary to understand the current position, the eventual goal, and the possible avenues between the two. Generally, Strategic Planning deals with three questions: 1. What do we do? 2. For whom do we do it? 3. How do we excel? In the SERVPRO® system, the first step in Strategic Planning is a Needs Analysis. The Needs Analysis should include a business review and an evaluation of Strength, Weakness, Opportunity, and Threats (SWOT). These exercises will help you and your business leaders determine goals, allow you, your managers, and employees to understand the business’ current position, and facilitate business-wide contributions to the preparation of a plan for action. STRENGTH: How can an organization maximize and monetize strengths? This is not only an examination of what it’s good at, but what separates it from the competition, and puts SERVPRO service in a class above and what helps you Be The Brand. WEAKNESS: How can business managers and leaders limit weaknesses? They must first identify, truthfully and objectively, the areas in which the business and the leadership can improve. What are the gray areas, what actions will stimulate progress in those areas? What specific steps must be taken? Are Job Files regularly returned with Audit Department corrections? Are there regular issues with Production Employees showing up late, or acting unprofessionally on jobs? Is there another business that is targeting your Centers of Influence? OPPORTUNITY: How can you and your business managers allocate time and resources to take advantage of opportunities showing promise? Primarily, this is an issue of human resources. Who are your most valuable and effective employees, how can they be best utilized
Continued on next page
2 - SERVPRO® SUN
Continued from cover in the function of your business? Make sure the pieces are aligned in order to maximize the return on the resources (both in time and money) invested. If a great marketer is hiding in plain sight on a production team or as part of the administrative staff, the leader of the organization must be able to identify and utilize that resource. THREATS: How do crisis managers address potential threats before issues arise? The easiest problem to deal with is the one you don’t have to deal with! Identify potential threats, plan for the many possible outcomes in a way that prepares you to deal with one or all of them efficiently and decisively. The S.W.O.T. Analysis identifies what your business is good at, requires you and your managers to think about the future, forces critical issues to be addressed, improves team structure, and makes you as a leader better able to act and react when critical issues arise. As we segue into the fall and winter months, you should review your business both to plan for success in the coming year, but also to prepare for the Annual Franchise Financial Analysis with your Director/Trainer. For many, a business review is a regular part of their daily, weekly, and monthly protocol. For others it is not yet a regular part of the daily business operation, and this is a good time to identify the value in regular and recurring reviews of your business operations. This year, as part of your Strategic Planning business review, determine your ten most important customers or Centers of Influence. Make it a priority to visit each COI personally before the end of the year and determine how the relationships can be improved in the coming year. Careful analysis and critical evaluation of business operations is the most efficient and effective way to determine where your business is, to establish realistic goals, and to envision avenues by which those goals can be met. Conduct regular business reviews using the tools of the SERVPRO® system; it will be time well spent.
From: Ken Dutton Sent: Tuesday, September 17, 2013 To: Fred Cohn Subject: September CEO Congratulations on being named CEO winner for September. Please thank your team as well. Robert Tedone’s grandson, HENRY ELIJAH LEE born at 7:23 pm on September 17, 2013. Henry Elijah weighs 7 lbs 1 oz and is 19.1 inches tall! Grandfather is very proud!
Ken Dutton Field Operations Manager East / Southwest Region Servpro Industries Inc.
OCTOBER 2013 - 3
Extract faster...
Extract deeper. Two NEW TOOLS from Dri-Eaz deliver easy, thorough flood extraction wherever you need it.
Powerful, versatile
FLOOD PUMPER
The HVE3000 FLOOD PUMPER lets you remove standing water fast and efficiently from almost any location. Pair the HVE3000 with the Extraction Tool for speedy, easy and thorough extraction in multi-level buildings, secure areas, and more. • High-capacity 12-gal. tank with convenient toilet-height gravity drain. • Auto-pumpout feature eliminates need to empty recovery tank – speeds up extraction!
High production
EXTRACTION TOOL
The new Dri-Eaz Extraction Tool significantly improves initial extraction, reducing deep extraction time and increasing extraction profitability. The unit’s patent-pending glide creates a strong seal to compress the carpet and maximize water removal. A fingertip vacuum break lever means smooth operation, and the ergonomic rotomolded handle ensures all-day comfort – use right- or left-handed, too! •View window in head shows extraction progress; easily removed for cleaning.
• Doubles as a truckmount booster – extend hose runs 300 ft. or more!
•Rugged stainless steel tube.
PROUDLY
160 in. | 100 CFM 50 gpm 12 gpm 12 gal. 12A (Pumpout + Blower 1) 13.5A (+ Blower 2) 1/3 HP 134 lbs.
•Easy-clean rotomolded head with replaceable glide.
• Exhaust air passes through HEPA filter element for improved air quality.
BUILT IN USA
WATER LIFT | CFM PUMPOUT DISCHARGE RATE, 1½ IN. OUTLET: PUMPOUT DISCHARGE RATE, ¾ IN. OUTLET TANK CAPACITY POWER (120V) (2 CIRCUITS) SUMP PUMP POWER WEIGHT
•Saves extraction time so increases your profit!
THE LEGEND BRANDS FAMILY
Thank you for your support of the SERVPRO® Products & Resources Team. For more information, contact your SERVPRO® Product Sales Coordinator.
Michael Williams
Product Sales Coordinator (615) 451-0200 Ext. 1347
To order, contact your SERVPRO® Customer Care Specialist at 1-800-826-4692.
4 - SERVPRO® SUN
SEVEN SECONDS
TO MAKE A FIRST
IMPRESSION Carol Kinsey Goman - Contributor
you make than anything you say.
5. Raise your eyebrows
ht t p : / / w w w.forbes .com / sites / carolkinseygoman/2011/02/13/sevenseconds-to-make-a-first-impression.
Here are seven nonverbal ways to make a positive first impression:
Open your eyes slightly more than normal to simulate the “eyebrow flash” that is the universal signal of recognition and acknowledgement.
The moment that stranger sees you, his or her brain makes a thousand computations: Are you someone to approach or to avoid? Are you friend or foe? Do you have status and authority? Are you trustworthy, competent, likeable, confident? And these computations are made at lightning speed. Researchers from NYU found that we make eleven major decisions about one another in the first seven seconds of meeting. In business interactions, f irst impressions are crucial. While you can’t stop people from making snap decisions – the human brain is hardwired in this way as a prehistoric survival mechanism – you can understand how to make those decisions work in your favor. First impressions are more heavily influenced by nonverbal cues than verbal cues. In fact, studies have found that nonverbal cues have over four times the impact on the impression
1. Adjust your attitude People pick up your attitude instantly. Before you turn to greet someone, or enter the boardroom, or step onstage to make a presentation, think about the situation and make a conscious choice about the attitude you want to embody. 2. Straighten your posture Status and power are nonverbally conveyed by height and space. Standing tall, pulling your shoulders back, and holding your head straight are all signals of confidence and competence. 3. Smile A smile is an invitation, a sign of welcome. It says, “I’m friendly and approachable.” 4. Make eye contact Looking at someone’s eyes transmits energy and indicates interest and openness. (To improve your eye contact, make a practice of noticing the eye color of everyone you meet.)
6. Shake hands This is the quickest way to establish rapport. It’s also the most effective. Research shows it takes an average of three hours of continuous interaction to develop the same level of rapport that you can get with a single handshake. 7. Lean in slightly Leaning forward shows you’re engaged and interested. But be respectful of the other person’s space. That means, in most business situations, staying about two feet away. Every encounter, from conferences to meetings to training sessions to business lunches, presents an opportunity to meet people, network, and expand your professional contacts by making a positive first impression. You’ve got just seven seconds – but if you handle it well, seven seconds are all you need!
OCTOBER 2013 - 5
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
24-Hour Claim Assignment 800-963-CRDN (2736) | www.crdn.com
CRDN of the Five Boroughs 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 CRDN of Greater Boston & Southeast MA Taunton, 508-822-6161
6 - SERVPRO® SUN
Top Ten Volume Leaders GROSS VOLUME LEADERS AUGUST 2013
PER LICENSE AVERAGE VOLUME LEADERS
AUGUST 2013
1
Dave Kluger
1,162,962
James Gibbs
493,548
2
Allen Randolph
753,116
Lisa & Doug Jameson
342,886
3
John Halko
587,854
Scott O’Donnell
319,297
4
Frank Mattos
504,076
John Majeski
306,602
5
James Gibbs
493,548
Ralph Rimauldo
292,825
6
Dion & Lynn Luzzi
454,404
John & Shayna Luciani
244,209
7
John Maughan
401,159
Anthony & Danielle Palumbo
240,352
8
Lance & Jennifer Harvey
398,881
Dion & Lynn Luzzi
227,202
9
Lisa & Doug Jameson
342,886
Richard Fevola
222,406
10
Charles & Donna Vingoe
308,117
Lance & Jennifer Harvey
199,440
Chart Toppers
March 2013
OCTOBER 2013 - 7
PERSONAL
BEST
Personal Best Volume Month August 2013
Chart Toppers June 2013 Cleaning Commercial Johnson Fire Commercial D. Kluger
PERSONAL BEST VOLUME MONTH AUGUST 2013 James Gibbs SERVPRO速 of Egg Harbor/Ventnor City # 9090 $ 493,548.44 PERSONAL BEST VOLUME MONTH AUGUST 2013 John Majeski SERVPRO速 of Eatontown/Long Branch # 9598 $ 306,602.84 PERSONAL BEST VOLUME MONTH AUGUST 2013 Richard Fevola SERVPRO速 of The East End # 9645 $ 222,406.91
In-house Construction Randolph Mold Residential Logue Solano Maughan Rookie Randolph Water Residential Mattos D. Kluger Total Volume D. Kluger
8 - SERVPRO® SUN
Matthew Comilloni, is the son of Joe and Denise Comilloni, SERVPRO of Peekskill/Ossining, and is part of the 2nd Marine Division 8th Battalion deployed to Afghanistan on April 6, 2013, as part of an ADVON group. (A group that precedes the rest of the unit to get things ready for the remaining 750 members being deployed sometime thereafter). There were approximately 150 Marines deployed as the ADVON at that time. This photo was taken in early July as the ADVON received a Care Package from SERVPRO Corporate and the unit was ecstatic to receive it. SERVPRO is well versed in what these guys need in the desert. The supplies were distributed amongst Matthew’s unit and very much appreciated.
Matthew is holding what looks like diapers but are wipes they use to keep their rifles clean from the desert sand. We are excited to let you know Matthew is due back from his deployment, Monday, September 23, 2013 ahead of schedule!!!
Chamber President Roy Nascimento, David Coulombe, Dylan Mello, Sarah Perpetua, Doug Glassman (owner), Corey Beaudoin, and Malachi Pimental. (Missing from photo: Jordan Desnoyers)
On September 10, 2013, New Bedford Chamber of Commerce had the official Ribbon Cutting ceremony at the office of Doug Glassman, SERVPRO® of Dartmouth/New Bedford South and SERVPRO® of New Bedford North/Middleborough.
OCTOBER 2013 - 9
Advertising Resource Guide ~ Advertising FAQs What is the Advertising Resource Guide (ARG)? The ARG is a reference to advertising policies, graphic design standards and sample print advertisements that aide in building Brand consistency to all advertising efforts. What are the SERVPRO® color specifications to tell my printer to use? For SERVPRO’s Orange use: PMS: 172C (spot color) CMYK: C-0, M-65, Y-83, K-0 RGB: R-247, G-73, B-2 Web: #FF3300 Vinyl: Bright Orange (3M Brand) or Tangerine (Avery Brand) For SERVPRO’s Green use: PMS: 368C (spot color) CMYK: C-65, M-0, Y-100, K-0 RGB: R-91, G-191, B-33 Web: #66CC00 Vinyl: Green-Yellow (3M Brand) or Iguana Green (Avery Brand) Where can I get a specific image or photo? The Image Library. The images and branding provided within this section are compliant and approved for use. They are not print quality. They are intended for use within PowerPoint® files, emails or web usage. If you require high resolution images for print purposes, please contact Marketing Services to make a request and a link will be sent to you. Using this link, you will be able to download the requested images. Please be as specific as possible in your request. Where can I get a template ad to use? The Advertising Researce Guide contains customizable advertising templates. Select the Customizable Advertising Templates button and select the ad category and ad size you are looking for. The templates are provided for viewing as a viewable file and for editing and sending to your local vendors as Quark software file. Email Marketing Services if you have additional questions. Where can I get an electronic SERVPRO® House Logo? You may obtain a SERVPRO® House Logo within the Image Library or by contacting Marketing Services. How do I get a custom ad done by Corporate?
Most customizations can be made by the print vendor by downloading the customizable advertisement and emailing the file to the vendor as an attachment. In those cases, where Corporate customization is required, the request requires a 10 working day turnaround time. Also, any customization will be billed $50 for each hour of work. Email Marketing Services with your customization request. How do you download a customizable ad? Instructions for downloading a customizable ad are located in the current Advertising Resource Guide (ARG). What is the ad approval process? Typical Advertisement Approval Procedures • Contact is made with local publication or organization about advertisement placement. • Let your Trainer know about the opportunity in case of territorial policy issues. • Choose ad size and placement that fits your budget and have publication provide you with ad specifications (size, color, file type, etc.). • Choose advertisement from stock templates that best fits size and specs of ad. º Download ad template and send to publication so they can customize ad with your Franchise information. º If publication cannot customize ad then contact Marketing Services for customization. • Once customization has been made, ad proof should be sent to Legal Department for approval. º If ad is compliant, Legal Department will forward the ad back as “Approved”. º If ad has branding or information issues, Legal Department may forward the ad back as “Not Approved”. These revisions will need to be made and a second proof be submitted to the Legal Department for review. If revised ad is compliant, Legal Department will forward the ad back as “Approved”. • Once ad has been approved by Legal Department forward final ad proof or approval to publication for their use. What outdoor billboard, trade show booth or signage designs are available? Signage is available through our Preferred National Vendors through the Products and Resources Center. If you need a signage template email Marketing Services. 1 © Servpro Industries, Inc. 2013 | 801 Industrial Blvd., Gallatin, TN 37066 | Phone: 615.451.0200
10 - SERVPRO® SUN
30 REASONS IN 30 DAYS TO GIVE TO THE AMERICAN RED CROSS https://www.sso.servpronet.com/connect/departments/marketing-services/american-red-cross-ready-rating-program-details Day 1: Because the Red Cross keeps people serving in the military in touch with their families during births and family crisis. Day 2: Because 200 times a day, Red Cross volunteers help a family who's lost everything in a disaster. Day 3: Because 15 year old Lizzie Bell can get the transfusions she needs each month thanks in part to blood collected by the Red Cross. http://redcrosspdx.blogspot.com/2009/03/lizzie-bells-constant-need-for-blood.html Day 4: Because as Former President Eisenhower said, “The services of the Red Cross demonstrate our nation’s tradition of neighbor helping neighbor.” http://www.redcross.org/news/article/US-President-Is-Honorary-Chairman-of-Red-Cross Day 5: Because even cats like Nudge, who saved a husband and wife from a house fire, are honored as “heroes” by the Red Cross. http://redcrosspdx.blogspot.com/2010/11/one-heroic-cat.html Day 6: Because the Red Cross is providing 169,000 young people with meaningful opportunities to learn, train, and volunteer. http://www.redcross.org/support/get-involved/school-clubs Day 7: Because each month the Red Cross makes life more comfortable for 40,000 veterans at the Jesse Brown VA Medical Center http://www.redcross.org/find-help/military-families/veterans-services Day 8: Because if Los Angeles has a devastating earthquake, Red Cross partners are ready to serve sandwiches to 350,000 people a day Day 9: Because Red Cross CPR training helped Virginia Marchetti save the life of her four year old pooch Griffin. http://www.petcentric.com/read/articles/a-life-saved.aspx?articleid=e24662f8-52c0-4781-8db5-39569c2ddc16 Day 10: Because the Red Cross’ Safe and Well service gives disaster survivors a reliable way to let their loved ones know they are okay. Day 11: 390,000 times a day a child receives a measles vaccination from the Red Cross and their partners. Day 12: Because 11 year old Allison Wengerd saved her sister’s life using skills she learned in a Red Cross babysitter’s course. http://www.timesreporter.com/newsnow/x1714278656/Allison-Wengerd-will-receive-lifesaving-certificate-of-merit Day 13: Because the Red Cross has provided comfort and support to hundreds of families who’ve lost loved ones in combat. Day 14: Because every 60 seconds 250 people are assisted by the American Red Cross. Day 15: Because before hurricanes reach land, the Red Cross can have fully stocked shelters open and ready to receive evacuees. Day 16: Because the Red Cross Holocaust and War Victim’s Tracing Center reunited cousins Saul Dreier and Lucy Weinberg after six decades. http://www.redcross.org/news/article/Red-Cross-New-Hampshire-Recognizes-Holocaust-Remembrance-Day Day 17: Because the Red Cross can mobilize 90,000 trained workers to help survivors in the aftermath of a disaster. Day 18: Because the Red Cross makes sure wounded soldiers receive a warm welcome and a comfort kit when they arrive at VA hospitals. Day 19: Because the Red Cross is improving Denver residents’ chances of surviving heart attacks by distributing free defibrillators. http://www.redcross.org/news/article/Red-Cross-Partners-Install-1000th-grant-funded-AED-in-Denver Day 20: Because the Red Cross served more than 68 million snacks and hot meals after Hurricane Katrina, Rita, Wilma and Sandy. Day 21: Because the Red Cross has more than 5,000 mental health workers ready to help people cope after disasters. Day 22: Because the Red Cross staff and volunteers provide services to Armed Forces in more than 2,000 locations around the world. Day 23: Because the Red Cross and its partners have sent holiday greetings to more than 3 million veterans and active military. http://www.redcross.org/support/get-involved/holiday-mail-for-heroes Day 24: Because more than one-third of the tarps used for emergency shelter in Haiti came from the Red Cross. Day 25: Because Red Cross training helped Deana Kerkove and Emily Brekke save the life of 78-year old Gene HardinG http://www.redcross.org/news/article/Quick-thinking-Red-Cross-CPR-training-help-save-runners-life Day 26: Because your donations of blood are what make the American Red Cross the largest single supplier of blood and blood products in the U.S. Each year, nearly 4 million people donate blood through the Red Cross, helping to provide more than 40% of America’s blood supply www.redcrossblood.org
OCTOBER 2013 - 11
Day 27: Because the Red Cross and Red Crescent Societies have 97 million volunteers in 186 countries ready to help http://en.wikipedia.org/wiki/International_Red_Cross_and_Red_Crescent_Movement Day 28: Because the Red Cross is the nation’s leading provider of health and safety courses, such as CPR, First Aid and Lifeguard training. Each year, more than 9 million Americans participate in our training programs, including first responders, educators, babysitters, and people who want to be prepared to help others in an emergency http://www.redcross.org/take-a-class Day 29: Because the Red Cross helps military members, veterans and their families prepare for, cope with, and respond to the challenges of military service. Emergency communications, training, support to wounded warriors and veterans, and access to community resources help an average of 150,000 military families and veterans annually http://www.redcross.org/what-we-do/support-military-families Day 30: B ecause Red Cross CPR training enabled a North Carolina father to save the life of his pregnant wife http://carolinapiedmontregion.wordpress.com/2010/06/02/pregnant-woman-cpr-saved-my-life/ SERVPRO® Franchise Support
What’s In It For Me
Since its inception in 2008, the Ready Rating™ Program has been recognized by preparedness experts as the much needed, easy to understand and not intimidating solution for helping an organization take the steps to become prepared to respond to and successfully withstand a disaster and other emergencies. As of March of 2013, SERVPRO® secured position as the largest corporate sponsor for the Ready Rating program, at the $500,000 level. The Ready Rating assessment scores businesses emergency preparedness efforts in terms of commitment, knowledge of hazard vulnerability, emergency planning, plan implementation and community resiliency, which are the 5 essentials of preparedness. The 123 Assessment has been aligned with the federal government's Private Sector Preparedness standards (PS-Prep). One of the key planning elements within the Ready Rating Program is the need for a business to develop and Emergency Response Planner. SERVPRO’s Emergency READY Program (ERP) minimizes business interruption by helping businesses develop an immediate plan of action. The ERP program focuses on facility readiness, and the Ready Rating Program focuses on business preparedness. The combination of the two programs provides businesses with a wholly integrated preparedness plan. The Ready Rating Resource Center provides your Franchise with a wealth of information and tools that you can share within your community around preparedness education, plan development, and plan implementation, positioning you as a valuable community partner, which sets you apart from others in the industry. SERVPRO’s partnership with the American Red Cross Ready Rating Program will help empower workplaces to re-open more quickly after natural or man-made disasters such as water main breaks, medical emergencies, power outages, tornados, floods and hurricanes. The time to prepare for a disaster is before it happens. Taking steps to make property as secure as possible, then having a plan to deal with the aftermath if disaster does strike is just good business and common sense. By promoting the Ready Rating program to your customer/demographic base along with the SERVPRO® Emergency Ready Program, SERVPRO® disaster cleanup specialists will help businesses create a disaster recovery plan now, specific to their facility, so that – in times of disaster – SERVPRO® can help them get back in business fast. The American Red Cross has found that the Ready Rating program is an excellent tool to begin new relationships with their local business community. For example, the Chamber of Commerce is the world’s largest business organization representing the interests of more than 3 million businesses of all sizes, sectors, and regions. Ready Rating provides an exceptional opportunity for you to partner with your local Chamber of Commerce. Not only can you utilize the Chamber for outreach around promoting this program, in order to be considered for Chamber of the Year, your local Chamber of Commerce must have a preparedness/contingency plan in place. This partnership strategically positions and leverages our brand with the Red Cross brand to help increase visibility as well as sales. The Red Cross has the most brand stature of all charities, reflecting the public’s strong esteem and respect of the brand. Eight-three percent of Americans wish more of the products, services and retailers they use would support causes. Ninety-three percent of consumers would buy a product attached to a cause. For more than a century, the Red Cross has been the go-to source for information, skills, and confidence to act in an emergency. The Red Cross teaches emergency skills and preparedness guidance to more than 15 million people via in-classroom training and digital tools, such as apps, Web-based content and downloadable resources. Our commitment to set ourselves apart from other companies within our industry by leveraging visibility around preparedness and not just responding after a disaster is one that will pay great dividends nationwide as we support the message of building resilient communities.
12 - SERVPROÂŽ SUN
Words of Wisdom Plans are nothing; planning is everything. Dwight D. Eisenhower Meticulous planning will enable everything a man does to appear spontaneous. Mark Caine A goal without a plan is just a wish Larry Elder You were born to win, but to be a winner, you must plan to win, prepare to win, and expect to win Zig Ziglar It takes as much energy to wish as it does to plan Eleanor Roosevelt Four steps to achievement: Plan purposefully. Prepare prayerfully. Proceed positively. Pursue persistently. William Arthur Ward I did six years of planning to win the championship from Jack Dempsey. Gene Tunney Planning is bringing the future into the present so that you can do something about it now. Alan Lakein Think ahead. Don’t let day-to-day operations drive out planning. Donald Rumsfeld Thinking well to be wise: planning well, wiser: doing well wisest and best of all. Malcolm Forbes Strategic Planning is worthless - unless there is first a strategic vision John Naisbitt Adventure is just bad planning. Roald Amundsen Planning ahead is a measure of class. The rich and even the middle class plan for future generations, but the poor can plan ahead only a few weeks or days. Gloria Steinem