FEBRUARY 2015
In this issue: 1 Building Business Relationships 2 Words of Wisdom 3 INTRODUCING NEW FRANCHISE 4 Top Ten Volume Leaders 5 Chart Toppers 6 BE THE BRAND 7 KUDOS 8 M andatory Area Meeting & Lunch Program 9 Advertising Resource Guide 10 2015 Updated Product Order Form
SUN
T HE
SERVPRO® of Southern New England and New York
Building Business Relationships In the current marketing culture, building relationships is key to increasing direct calls for loss mitigation and restoration, and just as important, to gaining trust in clients for referrals to their Centers of Influence (COIs) who in turn can refer work. There are many marketing gurus who tout secrets for building relationships but most of their secrets are common sense things you already know and are doing to some extent: Relationships must be win-win. What are you asking your contact to provide? • Endorsements and recommendations to other potential referral sources; perhaps their peers, clients, or other COIs with whom they have relationships • Direct calls for service • Intersession to resolve potential disputes or issues that may arise while performing services There must be mutual trust and integrity. Your business relationships must include measureable actions that continue to demonstrate that you and your firm: • Provide the quality services, at a fair price that you promised • Respond in a timely manner to emergencies • Honor any commitments you make to both the contact, clients, and anyone else they recommend you to
• Are responsible for the commitments and actions of yourself and subordinates • Adhere to the old saying “your word is your bond” (promises) must be the foremost principle in your business practice to establish and keep strong relationships What is missing in so many franchise operations trying to build strong business relationships? Frequency. Meaning we must interact with contacts more often: • There is a direct correlation of consistent, assertive, and ‘smart’ marketing in relationship building. How often and under what circumstances are you developing your contact base? We do not want to be viewed as distractions or pests, but frequent, meaningful, interactive communication is vital. Always have something new, even a different prospective, to present your contacts. This might include new personnel, facilities, service, or processes that enhance your capacity or capability, which may bring benefit to your contacts and to their clients. Always be listening more than talking, to determine what your contact is asking for to build a trust factor into the relationship • Meeting your contacts may include everything from scheduled or impromptu visits, supplemented by association meetings, tradeshows, other business gatherings, even social-personal occasions, such as, spectator or interactive events, industry functions, and meals continued on page 2
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continued from page 1
Building Business Relationships • “Multiple Touches”, meaning anyone else in your organization from your marketing, administrative and production departments who may come in contact with your contacts Proof • We must constantly prove our commitments: every interaction including a meeting, a job, a telephone call, and email, must be positive experiences for your contacts, their referrals, and clients. Positive reinforcement is critical to supporting efforts to building strong business relationships. No matter how strong a relationship becomes, it can deteriorate and even disappear if no one lives up to what was promised or expected. • Dispute resolution, if any, is immediate and fair to all parties involved. –– ‘Stuff’ happens; we deal with unusual circumstances, sometimes-difficult people, and the human factor, which means we may not perform as well as we promised. In any event, immediate response when an issue is perceived, with open communication, and fair resolve will lessen the damage to business relationships. The opposite is unfortunately also something we experience. Slow or unsatisfactory response to complaints can destroy relationships it took months, even years to build. Building lasting business relationships is a crucial step in any business for continued growth and development. As your support team, we encourage you to improve the interpersonal skills of you and your employees constantly. This will require inter-company training and assessment of how to and who will be responsible for building and keeping relationships strong.
Words of Wisdom When you make a promise, keep it. People who have good relationships at home are more effective in the marketplace. The relationships we have with people are extremely important to success on and off the job. — Zig Ziglar A promise made is a debt unpaid. — Robert W. Service Never promise more than you can perform. — Publilius Syrus If you make the customer a promise... make sure you deliver it. — Merv Griffin Promise a lot and give even more. — Anthony J. D’Angelo To be persuasive we must be believable; to be believable we must be credible; credible we must be truthful. — Edward R. Murrow Let no pleasure tempt thee, no profit allure thee, no persuasion move thee, to do anything which thou knowest to be evil; so shalt thou always live jollity; for a good conscience is a continual Christmas. — Benjamin Franklin Though negotiations are a rough game, you should never allow them to become a dirty game. Once you’ve agreed to a deal, don’t back out of it unless the other party fails to deliver as promised. Your handshake is your bond. As far as I’m concerned, a handshake is worth more than a signed contract. As an entrepreneur, a reputation for integrity is your most valuable commodity. — Victor Kiam We demonstrate honesty when our word conforms to reality, but we demonstrate integrity when reality conforms to our word Trust is the glue of life. It’s the most essential ingredient in effective communication. It’s the foundational principle that holds all relationships. — Stephen Covey Assumptions are the termites of relationships. — Henry Winkler Leaders understand the ultimate power of relationships. — T om Peters A person who is fundamentally honest doesn’t need a code of ethics. The Ten Commandments and the Sermon on the Mount are all the ethical code anybody needs — Harry S. Truman
FEBRUARY 2015 - 3
INTRODUCING NEW FRANCHISE Brian P. Laing SERVPRO® of Chemung & Schuyler Counties #10355 200 Latta Brook Industrial Park Rd. Horseheads, NY 14845 Phone: 607-846-3685 Fax: 607-873-7645 E-Mail: blaing@servpro10355.com Operating Territory: The bounded area in the State of New York that is described as the entire Counties of Chemung and Schuyler.
Brian is married to Meghan; they are expecting their first child at the end of January.
“There is only one thing that makes a dream impossible to achieve: the fear of failure.” – Paulo Coelho
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Top Ten Volume Leaders Gross Volume Leaders December 2014
Per License Average Volume Leaders December 2014
1
David Kluger
1,024,397 1
Lisa & Doug Jameson
696,291
2
Lisa & Doug Jameson
696,291 2
Scott & Lisa Smith
377,915
3
Allen & Susan Randolph
577,320 3
Daniel & Allison Wallace
250,031
4
John & Shayna Luciani
441,188 4
Richard & Shannon Delfino
239,141
5
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
408,991 5
Mitch Kaikow & Stuart Cleary
225,745
6
John Maughan
404,433 6
John & Shayna Luciani
220,594
7
Scott & Lisa Smith
377,915 7
Antonio Senese
205,360
8
Charles & Donna Vingoe
300,509 8
John & Madeline Beck
176,297
9
Michael Keating
300,464 9
Dave Kluger
170,732
10
Robert Citrangola
256,135 10
Chris Fyrberg
169,029
FEBRUARY 2015 - 5
PERSONAL
BEST
Personal Best Volume Month December 2014
Chart Toppers October 2014 Associated Revenue Randolph Mattos Sangiorgi & Wandtke Fire Commercial D. Kluger Fire Residential Maughan In-house Construction Randolph Mold Commercial Gibbs Mattos Sangiorgi & Wandtke Mold Residential Johnson Resale Rookie Keating
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The Proper Use of the Brand Name by Taylor Nunley, Graphic Designer
Being Brand-compliant and using the Brand name correctly shows consumers that we are the real SERVPRO®. Be Brand-compliant. Be the Brand. Insist that ALL your Vendors & Customers know and
use THE BRAND correctly!!! Please Note* You own a SERVPRO® franchise …not a ServPro, Servepro, ServicePro, or Surfpro franchise SERVPRO® Is THE BRAND on every advertising piece – from telephone ID to Fax, e-mail to FaceBook, and beyond… use only SERVPRO® Do Not forget the
® mark in superscript.
SERVPRO®
FEBRUARY 2015 - 7
Comments from a customer’s Certificate of Satisfaction for Joe Brizek, SERVPRO® of North Morris County
Rated all 10 or 10 plus Leon was always available to help Leon provided professional, expert service, promptly and efficiently throughout the emergency response period. He went beyond his official job responsibilities… Richard was the cleaning lead person on this fire and soot removal clean-up job and was an excellent professional on site leader. Richard was very professional in this job and with the other coworkers. He made sure the cleanup was thorough.
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2015 SERVPRO® of Southern New England & New York Mandatory Area Meeting & Lunch Program Information ‘Make It Happen in Commercial’ Grow Your Business March 27 12 – 5 PM
March 27 Cocktail Reception/ Tradeshow 6 – 9:30 PM
March 28 Sessions 8 AM – 1 PM
March 28 Lunch Program/Raffle 1 – 3 PM
Location: Mohegan Sun Resort - 1 Mohegan Sun Blvd., Uncasville, CT 06382 1-866-708-1340 (Group Res. Line)
Guest Rooms: Please reserve your guest rooms early and note that this is a Mandatory Area Meeting for direct-assigned Franchise Owners. The Servpro group rate is $249 for King Rooms and $269 for a 2-Queen room per night, and rates are valid the night of March 27th. Please call 1-866-708-1340 and request the Servpro rate (SERV15 is the group code) or make reservations online at the following link (cut-off date for this rate is March 4th for both online and telephone reservations): https://resweb.passkey.com/go/SERV15 Franchise Owners may elect to bring their key management employees to the sessions and Cocktail Reception/Trade Show on March 27th, as well as the sessions and Lunch Program/Raffle on March 28th (additional cost may apply for franchise staff attending the Lunch Program with Owners). The one and a half day (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, office administration, marketing/business expansion, and improving profitability. We look forward to seeing you at this informative, beneficial and interactive event. The agenda and other pertinent information will be forthcoming. Please fill out the second page and return via fax no later than February 5, 2015. 2015 SERVPRO® of Southern New England & New York Mandatory Director Area Meeting & Banquet Information Fax to: 203-847-4456 RSVP Owners and Staff attending the Mandatory Sessions on March 27 & 28_____________ Owners and Staff attending the Lunch Program on March 28_____________________ Clearly print the names of all attendees below (this is for name badges and headcount): SERVPRO® of ____________________________________________ FAX: 203-847-4456
FEBRUARY 2015 - 9
Beginning in 2015, the Advertising Resource Guide – ARG will become the Brand Identity Guide – BIG
The new
Brand Identity Guide (BIG) will contain the same material as the ARG, as well as additional information that will help guide you through Brand compliancy at many levels, from print and web advertising to social media to vehicle decals and wraps, and much more. Look for a SERVPRO® Bulletin in early 2015 with directions to download, save, and print the new Brand Identity Guide from ServproNET®.
2015 Updated PRODUCT ORDER FORM for production supplies. Please use attached form for your next order. ** Items are UPS ORM-D items please use correct procedures. * Items are UPS HAZARDOUS TO SHIP and must be shipped by SERVPRO® Corporate. We will be pleased to place your order for you. You may pick up the Hazardous Materials when you are at our facility OR We can bring the Hazardous Materials to you, if you place your order before our next visitation with you. PLEASE, ORDER BY FAX 203-847-4456
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SERVPRO of:
DATE ORDERED:
# *101
Item Furniture Stain Remover
*103 *105 106 107 **108 109S 110 111 114 *116 121 128 129 130 131 132 138 140 142 146 147 150 151 153S 154 155 158 160 162 170 175 180 187 188 197 199 **202 204 205 **207 208 209 214
Order
ORDERED BY:
# **245
Item SpotER (7oz)
Super Solvent Glue Spotter Graffiti Remover Solvent Spotter Spot Cleaner Stain Absorb Powder
**246 249 250 251 252 253
Stain Scrub Blood & Stain Remover Urine Odor & Stain Remover Rusticide Duct Sealer Concrobium Mold Stain Remover Concrobium Mold Control Leather Cleaner Suede/NuBuck Leather Clnr Leather Spotting Agent SERVPRO® Green SERVPRO® Orange CitraSolvent Sporicidin® 32 oz bottle Sporicidin® Enzyme Mold Clnr Carpet Sanitizer Defoamer Natural Fabric Brightener Sporicidin® Gallon Wintergreen Deodorizer Sporicidin® Towlettes Upholstery Guard Plus Armor Guard Benefect® Vanquish Microban Disinfectant Spray plus Scotchgard® Concentrate EnviroSHIELD™ ES -100 clear Sporicidin® MRC-80-5-Clear Sporicidin® MRC-100-5-White Multi-Purpose Glass Cleaner Glass Cleaner, Super Conctrt. Fabric Rinse & Color Set Furniture Polish Glass Cleaner, RTU Wood Crème Past Heatable Drapery Solvent
255 257S 259S 261 264 268 269 270 272 273 274 278 280 **283 **284 **285 301 *302 304 *305 309 310 312 331 335 338 **341 **346 349 350 352 353 *355 *356 357 361 362
Order
# 388
Item Lemon Berry Deodorizer
SpotER (15oz) Window Green Clean All Surface Green Clean Carpet & Upholstery Green Shampoo Super Conctrt. Solvent Additive
389 390 392 393 394 405
Odor Control WB Cinnam. Odor Control SB Cinnam. AquaFog Cherry AquaFog Cinnamon AquaFog Lemon Conctrtd. Wood Oil Soap
Showcase Cleaner & Rinse Brown Out Brown Out Booster Liquid Emulsifier Powdered Emulsifier Stain Zap Powdered Emulsifier EXTREME Laundry -Gallon Pre-Spray &Traffic Lane Ultrasonic Cleaning Agent Ultra Content Cleaner Oxi-Zap EXTREME Laundry 35 gal pail Dry Mist Air Fresh-Red Apple Dry Mist Air Fresh -Linen Dry Mist Air Fresh-Ocean Breeze Regular Deodorizer Smoke Deodorizer Citrus Deodorizer, Water Special Deodorizer Carper Deodorizer Lemon Fresh Deodorizer Tropical Delight Deodorizer Bio Odor Neutralizer Cherry Fog - High Volume Neutral Fog - High Volume Dry Mist Air F. -Cinnamon Dry Mist Air F.-Melon Fuel Oil Degreaser Heavy Duty Degreaser Wall & All Plus Wall Rinse Stone & Porcelain Cleaner Fire Star Industrial Cleaner Thickened Bowl Cleaner Tile & Grout Cleaner
408 414 **442 **453 455 460 **468 470 472 *473 475 477 479 **490
Bright-N-Neutral Cleaner Lemon Oil Polish Coil Cleaner Solvent Spotter Retail Spotting Kits Bonnet Brite Gum Remover Color Fast Jet Extractor Haitian Cotton Shampoo Wax Stripper- iShine™ Rinse Free Wax Stripper iShine™ Flor Was Spray Buff Stainless Steel Cleaner
4400 4403 4430 4433 4407 9000 9001 9002 9003 9004
Dry Clean Sponges Sponges Fixi-Clamp Sponges Unwrapped Sponges Fixi-Unwrapped Masslin (Yellow Dust Cloth) Small Furniture Pads Large Furniture Pads Foam Blocks Wood blocks Hi Density Blue Foam Blocks
** Items are UPS ORM-D items please use correct procedures. * Items are UPS HAZARDOUS TO SHIP and must be shipped by SERVPRO Corporate. We will be pleased to place your order for you. You may pick up the hazardous materials when you are at our facility or we can bring the hazardous materials to you if you place your order before our next visitation with you. For this attached product order, I hereby authorize you to charge my
Visa
MasterCard
EXP. DATE
ACCOUNT NUMBER:
Signature
–
Order