FEBRUARY 2013
In this issue: 1 The Best Leader 2 CEO Award Winners 3 Top 10 Volume Leaders 4 Chart Toppers, Personal Best 5 New Franchises 7 Kudos 8 Customer Service First 9 Regional 2013 10 Handling Call Center Cancellations Correctly
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SERVPRO速 of Southern New England and New York
Leadership Skills 1. Active Listening 2. Agenda Process 3. Budgeting 4. Calendaring 5. Communications 6. Conflict Management 7. Debriefing 8. Delegation a. Know b. S how c. Do d. Review e. Evaluate 9. Discussion Leading 10. Empowerment 11. Evaluation 12. Facilitation 13. Followership 14. Judgment 15. Motivation 16. Observation 17. Organization 18. Planning 19. Public Speaking 20. Time Management a. Assess b. Organize c. Plan d. Prioritize e. Schedule 21. Visualization
The Best Leader
The BEST LEADER is focused on growing leadership knowledge and skill to create a quality team focused on revenue and profit growth, excellent service and continuous improvement to maintain the premier company status. LEADERS are aware of the financial organization of the business. With 2013 Board Meetings underway, we see again the importance of financial organization and positive cash flow to the health of the business. Leaders must have a thorough understanding of the financial status of the business in order to ensure that key areas receive the necessary attention and support to thrive. This requires participation and communication with administrative and bookkeeping staff members as well as outside professional service providers such as attorneys and accountants. LEADERS take initiative to implement proven successful strategies in their business. The ERP and the READY App are successful in creating brand awareness and encouraging a presence in the commercial market. Emergency READY Program phase 2 is now active; check out ServproNET速 for a comprehensive implementation strategy. LEADERS surround themselves with knowledgeable people. By continuing the education of all human resources, a leader insures the best possible effort. Invest in your people and they will invest in you. Production Managers, Crew Chiefs, and key Administrative Staff should be WRT and ASD certified. Estimators and midlevel Marketers should know the function and advantages of SERVPRO cleaning equipment and have general