January
2012
In this issue: 1 2 3 4-5 6 7 8
A Look Back a Look Forward Volume Leaders Personal Best Networking Opportunities Trade Show & Awards Banquet Marketing Services, Products & Centers of Influence Kudos/Tips & Tricks Save the Date
SUN
T HE
SERVPRO® of Southern New England and New York
Words of Wisdom He who cannot rest, cannot work; he who cannot let go, cannot hold on; he who cannot find footing, cannot go forward. ~Harry Emerson Fosdick
The farther backward you can look, the farther forward you can see. ~Winston Churchill
Life can only be understood backwards; but it must be lived forwards. ~Soren Kierkegaard
Be courageous. I have seen many depressions in business. Always America has emerged from these stronger and more prosperous. Be brave as your fathers before you. Have faith! Go forward! ~Thomas A. Edison
No company can afford not to move forward. It may be at the top of the heap today but at the bottom of the heap tomorrow, if it doesn’t. ~James Cash Penney
If we are to go forward, we must go back and rediscover those precious values - that all reality hinges on moral foundations and that all reality has spiritual control. ~Martin Luther King, Jr.
I try to avoid looking forward or backward, and try to keep looking upward. ~Charlotte Bronte
2011 – A Look Back 2012 – A Look Forward
This has been an eventful year for most Franchises in our Distributorship area. Franchises have experienced everything from severe ice damming, massive snow accumulations, spring and fall flooding events, including Hurricane Irene and Storm Lee, and an early season ice and snow event. This was the first time such a large portion of our area was affected by storms that required the extensive deployment of Storm Teams. We all experienced new challenges associated with National Accounts, competitors, and a changing market. We would like to thank all of you for your dedication and hard work, which allowed the enhancement and expansion of the SERVPRO® Brand and included a revenue volume increase during 2011. Our Distributorship Team worked very diligently to provide you and your employees with Administrative, Production, Marketing, and Executive Consultation, National Accounts Compliance Advocacy, and overall Business Consultation. The Distributorship by the numbers, to recap, “what have you done for me lately:” 3 New Franchise Sales. 5 WRT, FRT, & AMRT IICRC Courses. 10 QuickBooks and Xactimate Classes. 32 Area Meetings, Employee Training Classes, and Distributor Awards Program. 122 Hours of Business Consultation with non-direct assigned franchises (those with Trainers). 128 Accredited Insurance, Real Estate, and Home Inspector CE classes; formal seminars and presentations; and Lunch and Learns touching over 1800 Centers of Influence. 4054 Visitation, Area Meeting, and Employee Training Hours. This is an average of 52 hours per Direct-assigned Franchises. 9000+ Hours of telephone support, Business Consultation, Audit Hours, and Compliance Advocacy. Continued on page 2
2 - SERVPRO® SUN
Continued from cover
Although 2011 was impressive, we all have to focus on continuing to increase our businesses regardless of the continuing challenges by the competition, market forces, weather events (or lack of ), government regulations, and other forces, which are out of our control. What we can control is how we, as a franchise system, adapt to an ever-changing economic environment. 2012 will be a year of defining Individual and Collective Franchise and Distributorship Goals in relation to achieving the SERVPRO Corporate long–term Strategic Plan to ensure we remain “The Premier Cleaning and Restoration Service.” This will include improving Customer Service, Quality Production, and offering New Services; such as, Emergency Readiness Programs and Specialty Cleaning Services to our clients and prospective clients. Franchise, Distributorship, and Corporate must adapt to the ever-changing market, fierce competition, and an apparent sluggish economy over the next year. We had a number of weather-related “Events” during 2011 but cannot count on the fickle weather cycle to give us the same boost; therefore, we highly recommend Franchises have a clear vision of the Leadership Plan, Personal Commitment, Personnel Development, and Budget necessary to accomplish Organizational, Training, and Marketing Goals for 2012. Franchise Owners should be prepared to share this information at the upcoming Annual Franchise Financial Analysis (FFA) meetings with the Distributorship Team. To assist you in meeting your commitments, our Distributorship Team is in the continuing process of upgrading our Field Training Staff, planning extensive webinar and hands-on training to assist Franchises in achieving their Growth and Profitability Goals. We look forward to sharing in your success!
Top Ten Volume Leaders Gross Volume Leaders September 2011
Per License Average Volume Leaders September 2011
1
Steve & Brenda Young
913,558
Steve & Brenda Young
304,519
2
David Kluger
884,117
Mitch Kaikow & Stu Cleary
277,368
3
Joe Pelli
784,963
Dion & Lynn Luzzi
256,089
4
John Maughan
558,986
Scott O’Donnell
241,871
5
Rob Citrangola & Risa Kluger & Tom Fox
491,890
John & Shayna Luciani
233,138
6
Michael Reilly
406,212
Daniel & Allison Wallace
232,107
7
Lou & Michelle Sepe, Danielle Sepe, Justin Sepe & Nicole Travis
354,541
Lance & Jennifer Harvey
220,788
8
Herman & Catalina Glaser
340,166
Anthony & Danielle Palumbo
216,762
9
Michael & Donna Logue
282,524
James & Linda Skahill
215,734
10
Brad & Barbara Johnson
277,833
Lisa & Lisa Jameson
191,536
January 2012 - 3
Personal Best
Joe Pelli
SERVPRO® of Stamford, SERVPRO® Greenwich SERVPRO® of New Rochelle, SERVPRO® of Norwalk/Wilton SERVPRO® of Trumbull, Monroe, and Northern Bridgeport SERVPRO® of Westport/Fairfield
$784,963.47
Anthony & Danielle Palumbo
November 2011
SERVPRO® of Paramus
$216,762.10
Congratulations!
Great Learning and Networking Opportunities Attend the 2012 Mandatory Regional Meeting • February 29, 2012 • Norwalk Regional The 2012 Regional Meeting Calendar is set and preparations are in order for valuable networking opportunities, sharing of best practices, and learning the most current information on the issues that most affect the success of our franchise community.
Pre-Registration Information: • Pre-register a minimum of 14 days in advance of the meeting you wish to attend to ensure sufficient handout materials are available for all attendees at each location. • All meetings will begin at 8:00 a.m. and conclude by 4:00 p.m. • Morning coffee will be provided; however, no meals will be served. • No fee is required for Franchise Owners attending. • You may bring your key employees to this excellent training opportunity. For Franchise Employee attendance, see requirements below.
Franchise Employee Requirement: • Employees must be accompanied by their employer. • Employee attendance is subject to $90 course fee paid at the time of registration.
• Signed non-compete agreements are required for all employees attending. These forms can be found at the following links. • Non-Compete Form (PDF) | Spanish (PDF) • Employees must be pre-registered, have required paperwork on file, and be approved by the Training Department prior to the date of the meeting. • Submit all Employee fees and non-compete agreements to: Brittany Gibson, Training Assistant Servpro Industries, Inc. P.O. Box 1978 Gallatin, TN 37066 (615) 451-0200 ext.1420 • (615) 675-2312 FAX bgibson@servpronet.com
Coming Soon to a City Near You: Regionals 2012! Baltimore - February 17th Boston - February 27th Norwalk - February 29th Philadelphia - March 2nd Ontario - March 12th
4 - SERVPRO® SUN
Annual Trade Show & Award Banquet Sponsors & Vendor’s
Kerry Mayeur Phoenix ~ Therma-Stor
Darren Hudema Legend Brands
Heather Morantz Morantz Ultrasonics
Larry Gilmore CRDN
Ken “Magic” Rothmel Sunbelt Rentals
Tom Arnholt ERS, DFD, ART
Bill Coy Benefect
Patrick Carroll XTDR & XTDR Equipment
Award Winners
Most Improved Total Operations Award Richard Fevola, SERVPRO® of The East End
Best Maintained Equipment Award Anthony & Danielle Palumbo SERVPRO® of Paramus
Office/Warehouse Upgrade Award Team Moschella SERVPRO® of Stoughton/Sharon
Production Training Award Michael Reilly SERVPRO® of Toms River
Mold Man Michael Reilly SERVPRO® of Toms River
Above and Beyond Michael Reilly SERVPRO® of Toms River
Future Star Award Bill Chillianis & Chris Leon SERVPRO® of Glen Cove/Jericho
Perfect File Award & Continuing Education Award - Attendence John Halko, SERVPRO® of N. Onondaga County
Stages of Development Award Forrest and Hillary Sheperd SERVPRO® of Scarsdale/Mt. Vernon
January 2012 - 5
Award Winners
Most Improved Red-Light Green-Light Award John and Blake Zoephel SERVPRO® of Northeast Somerset County
Marketing Club Leadership Award John and Madeline Beck SERVPRO® of North Huntington
Best Overall Operations Award Principles of Success Award Continuing Education Award-Ambiance Steve and Brenda Young, SERVPRO® of Waterbury
The Aggressive SMR Award Dan and Allison Wallace SERVPRO® of Great Neck/Port Washington
Best New Facility Award Team Sepe SERVPRO® of Binghamton-East
“Be the Brand”Award Frank Mattos SERVPRO® of Metro Rhode Island
Second Generations Award Don and Tina McKendall SERVPRO® of Northern Rhode Island
Roles and Responsibilities Award Dave Kluger SERVPRO® of Oakdale/North Bay Shore
Mold Man Award Connecting Award John Maughan SERVPRO® of Freehold
Hurricane Irene Award Charles & Donna Vingoe - SERVPRO® of Northwest Bergen & Team Sepe - SERVPRO® of Binghamton-East
Rookie of the Year Award Lisa and Doug Jameson SERVPRO® of Newington/Central Hartford
Leadership Award Charles and Donna Vingoe SERVPRO® of Northwest Bergen
Team Marketing Award Charles and Donna Vingoe SERVPRO® of Northwest Bergen
Storm Team Hero Award & Vision Award Dion and Lynn Luzzi, SERVPRO® of Washington County
Director’s Special Recognition Award Robert Tedone Field Production Training Manager
6 - SERVPRO® SUN
Marketing
With SERVPRO Product, Services, and Centers of Influence ®
Services
Products
Art Restoration/ Collectables Carpet Cleaning Disinfect/ Sanitizers
Centers of Influence All Centers of Influence
252, 253, 255, 261, 264, 272, 460 All Products Are E. P. A. Registered 150, 154, 170, 175
Document Restoration
Insurance/Reality/Commercial Insurance/Police/Schools/Gyms All Centers of Influence
Drapery On Rod
212, 214, 390
Reality/Commercial/Residential/ Insurance
E. R. P. Program
Commercial
Electronic Restoration
All Centers of Influence
Fabric/ Carpet Protector
160, 185, 187
Insurance/Reality
Flame Stop
181
All Centers of Influence
Graffiti Removal
106
All Centers of Influence
Green Clean
All Centers of Influence
Ice Blasting
All Centers of Influence
No Charge® Static Dissipative Floor Finish
486
Commercial
114, 140, 303, 304, 307, 310, 331, 335, 338, 389 Odor Removal
Equipment
Insurance/Reality/Pet Locations
Ozone • Air Scrubbers U.L.V.Fog • Thermal Fog Pigeon/Bat Droppings
154, 170
Pest Control/All Centers of Influence
Post Construction Clean-Up
205, 355
Insurance/Contractors/Builders
Semi Refinishing
209, 405
Insurance/Reality
Ultra Sonic Cleaning
SERVPRO® Requirements Please read the current Advertising Resource Guide To receive SERVPRO® Legal Department’s approval for ALL your Franchises Advertising Materials, please, submit via e-mail, ALL your Advertising Items (See current ARG for list of items) & ALL your Yellow Page Ads to your Trainer’s office (along with your initialed ARG Checklist). Fax, Mail, or E-mail to your Trainer all current insurance certificates (Vehicle, Liability, Pollution, Workers Compensation, etc.). Ensure all updated and current business information is sent (phone, fax, e-mail, billing, and shipping address, etc.) to your Trainer and Servpro Industries, Inc.
All Centers of Influence
January 2012 - 7
Additional Tips And Tricks: Found on ServproNET® Product Marketing– Professional Cleaning Products – Application Sheets– New Design – At lower right hand side of selected Product Application Sheet, find the TIPS AND TRICKS of additional usage. #305: SPECIAL DEODORIZER Special Deodorizer is an alcohol-based odor removal product that dissolves and removes noxious odors from affected areas without heavy masking perfumes by acting directly on the source of the odor. Special Deodorizer is effective on a number of odors, and is the product to turn to when others do not work. PH: 8.0 – 11.0 APPLICATION: Special Deodorizer comes ready-to-use. Clean affected areas first using normal cleaning procedures, being certain to remove evident sources of the odor. Then apply Special Deodorizer directly to the affected area using a pressure or electric sprayer. On hard, smooth surfaces, spray lightly and evenly to prevent streaking. After treatment has been completed, it is necessary to dry the surface rapidly and ventilate. Best results will be obtained by using high velocity air movers (3,000+ CFMs). •
It may be necessary to clean the area afterwards to ensure no residues are left behind.
•
NOTE: If using on textiles, pretest first, as the product has been known to cause bleeding.
SAFETY/PPE: • • • •
Material is flammable and has a flash point of 66° F. Extinguish all flame sources before spraying (i.e. gas heaters, ovens, etc.). Refer to the MSD sheet for additional health and safety information prior to use. Recommended PPE are safety glasses, chemical resistant gloves and a NIOSH approved respirator fitted with an organic cartridge. Keep out of reach of children.
TIPS AND TRICKS: • To deodorize automobiles, apply 1 cup per car with pressure sprayer to all exposed areas. Most odors are held in the headliner. Treat this area thoroughly. Remove car seat cushions, open trunk lid and windows, and place a high velocity air mover in trunk, blowing out. Place in the sun and ventilate for several hours. • Special Deodorizer is excellent against normal pet odors.
SERVPRO® of Buffalo-Tonawanda donated a truckload of food to the Food 2 Families food drive! Channel 2 News teamed up with the Western New York Food Bank to collect non-perishable food items to battle the fight for hunger during the holidays. We were so grateful to be a part of such a wonderful cause, support such a great organization, and give back to those who are in need of a meal especially during the holidays. Pictured top left is Jessyca Riehle, Marketing Representative and below right is Jennifer Sullivan, Owner.
of Southern New England & New York One Bishop Street • Norwalk, CT 06851 (203) 847-4900 • www.robkat.com
CORE VALUES Believe In A Dream Grow Relationships Share The SERVPRO® Story Be Financially Frugal Follow The System
CORPORATE PURPOSE To Help Entrepreneurs Succeed
VISION To be the premier cleaning and restoration company in the world
MISSION STATEMENT To develop a team of quality people who focus on excellent service, fairness, and mutual respect.
Save the Date
Wednesday June 13, 2012 2012 Inaugural NYS Association of Fire Chiefs National Fallen Firefighter Foundation Golf Tournament Shenandoah Golf Club at Turning Stone Mike Necci, Upstate New York Trainer, SERVPRO® of the Fingerlakes, presenting this excellent 2012 Marketing opportunity.
Verona, New York
All New York State SERVPRO® Franchise Owners will be the main Corporate Sponsor for this prestigious event! Our mission is to honor and remember America’s fallen fire heroes who died in the line of duty during the previous year and to provide resources to assist their survivors in rebuilding their lives.