Sun Newsletter January 2015

JANUARY 2015

In this issue: 1 2

4 5 6 7

8 9

Believe In A Dream 2015 A Look Ahead for SERVPRO® Franchises Top Ten Volume Leaders Chart Toppers KUDOS SERVPRO® Code of Ethics & BE THE BRAND Advertising Resource Guide Words of Wisdom

SUN

T HE

SERVPRO® of Southern New England and New York

BELIEVE IN A DREAM 2014 - A Look in Review

“When thinking back on the events of 2014, I see a new strategic partnership, technological advances, and an overall increase of revenues throughout the SERVPRO® System; these are simply a few of the successes to be celebrated.”

Sue Steen Chief Executive Officer

The SERVPRO® Franchise opportunity continues to change and improve the lives of Owners, their families, and employees.

As the your SERVPRO® Director or Trainer, a most important belief and practice is in continued training and supporting your efforts to fully develop your businesses with the end goal of being a fully managed, debt-free, and profitable business!

The following is a recap of the Distributor Team’s activity and time commitments our SERVPRO® Associate Franchisees during 2014 as well as a look into some of the exciting developments expected ahead in 2015.

3

New Franchise License Sales Added

1

Franchise Resale Assisted Completed

1

Additional Distributorship Employee Hired

1

New Continuing Education Class Insurance Ethics added to approved courses

10

3 WRT, 1 SRT, 1 Health & Safety, 1 AMRT, 2 ASD, 1 Bio-Recovery (ABRA) and 1 Commercial Drying Specialist Courses Certification Courses Sponsored: Totaling 244 Hours

24

Hours of Distributor-Conducted Area Meetings

51

Continuing Education Classes for Insurance, Real Estate, Home Inspector, and Seminars Conducted, with over 1200 COI Attendees

84

Lunch and Learn Presentations Conducted with Franchises

124

Hours of Business Consultation and Training with Non-Direct Assigned Franchises (those with other Trainers)

414

Distributor Team Continuing Education Hours added value to Franchise Consultation and Training

722

Hours of QuickBooks, Xactimate, and ManagER Green and Red Drybook Mobile Classroom Training, Production and Staff Employee Training, Non-Certification - Duct Cleaning, Infrared Cameras

2,360

Direct Business Consultation Hours with Franchises

5,088

Total Hours of Direct Business Consultation - 2360, Area Meeting - 2016, and Employee Training Hours - 722 ~ Not Including Certifications

10,400

Hours of Telephone Support, Business Consultation, Audit, Compliance, and Advocacy Hours

2 - SERVPRO® SUN

2015

A Look Ahead for SERVPRO® Franchises 2015 portends to be an exciting and eventful year of focus and change. Servpro will continue to be a dynamic and innovative force in the cleaning and restoration industry as unitedly we work to achieve the Servpro Corporate goal of $5,000,000,000 in revenue by 2020.

marketing development program introduced similar to what has been successful in the residential program.

• Large Loss Team members will be encouraging and working with franchises to help boost commercial capacities each local franchise markets.

(1) WorkCenter™, which will replace ManagER Red and

• The new Commercial Accounts Participation Agreement (CAPA) expected to be rolled out at the 2015 National Servpro Convention, will provide commercial leads to qualified franchises. This will augment the current NAPA program.

Green, will become a reality! Beta testing is underway and franchises can expect a full rollout by June/July.

(3) "Keep It Green!" will focus on SERVPRO® franchises

As the area Director-Trainer Team, we encourage franchises to embrace the coming programs and initiatives.

• This program is a web-based application that will provide access to any Franchise job process needs.

Since WorkCenter™ is web-based; the franchise information can be accessed from any computer or tablet that has a web browser and an active internet connection!

• It will have an office piece and a Marketing piece.

• It will store all data on the SERVPRO cloud, therefore eliminating the need for the data to be stored locally.

• Information can be shared real time across multiple users and provide a high degree of integration with other SERVPRO applications, such as DryBook Mobile.

• Jeff Fields, IT Department Manager for Servpro Industries, Inc. will be presenting a WorkCenter™ overview for franchises attending our March 27-28, 2015 Area Meeting.

(2) It is no secret that Servpro Industries, Inc. is changing their marketing focus to include fully developing the commercial market, while not relinquishing our position as a national leader in residential mitigation and restoration. Expect to see a comprehensive commercial

utilizing other Associate Franchises that can provide needed services such as document restoration, laundry, duct cleaning, etc., when possible, rather than use outside vendors as a first call. Using franchises within the SERVPRO® system to provide specialty services increases revenue, profit margins, referral fees, and Brand awareness. We will have a tradeshow booth at our Area Meeting featuring franchises that have specialty service capabilities.

We believe these will be positives for SERVPRO® franchises striving to increase their revenue, profit, and equity by becoming the dominant cleaning and restoration service in the nation. We will continue to sponsor IICRC and other Certification Courses at our Norwalk facility including (schedule to be announced): • Water Restoration (WRT) • Fire and Smoke Restoration (SRT) • Applied Microbial Restoration Technician (AMRT) • Applied Structural Drying (ASD) • Commercial Drying Specialist (CDS) • Bio-Recovery • Upholstery/leather cleaning (tentative)

JANUARY 2015 - 3

continued from page 2 In addition, we will be conducting hands-on Employee Training classes in: • Water Mitigation • Fire and Smoke • Scoping and estimating • WorkCenter™ • Dry Book Mobile • Xactimate • Other specialty training as requested by franchises.

Servpro Corporate Management continues to be focused on achieving their goals of $5 Billion in revenue by 2020, in order to increase our influence and dominance in the insurance restoration market.

“ I am extremely excited about the technological advances we will make with the release of the WorkCenter™ application in 2015—WorkCenter™ is game-changing technology for the SERVPRO® Franchise System.”

Sue Steen Chief Executive Officer We will facilitate Franchise Associates as they succeed in market domination through focusing on commercial restoration, leadership, improving all communication, sustaining quality production, continuing excellent customer service, and achieving aggressive, effective marketing and renewing dedicated adherence to the SERVPRO Code of Values, ethics, and cultural influence.

Pursue Worthy Goals Work Diligently Toward Achieving The Next Step.

Become The Best Restoration Company

It's not my job to dream your dreams.

It's my job to make your dreams become a reality. ~Blanche Lincoln

4 - SERVPRO速 SUN

Top Ten Volume Leaders Gross Volume Leaders October 2014

Per License Average Volume Leaders October 2014

1

David Kluger

770,101 1

Lisa & Doug Jameson

375,847

2

Robert Citrangola

628,852 2

Robert Citrangola

314,426

3

Allen & Susan Randolph

518,775 3

John & Shayna Luciani

194,869

4

Lou & Michelle Sepe, D. & J. Sepe & N. Travis

399,232 4

Antonio Senese

190,593

5

Frank Mattos

390,528 5

Thom & Lyn Braun

175,238

6

John & Shayna Luciani

389,738 6

Daniel & Allison Wallace

173,296

7

Lisa & Doug Jameson

375,847 7

Michael Reilly

155,177

8

John Maughan

341,045 8

Ralph Rimualdo

148,089

9

Michael Reilly

310,355 9

Mitch Kaikow & Stuart Cleary

144,611

10

Charles & Donna Vingoe

301,502 10

John Majeski

139,529

JANUARY 2015 - 5

Personal Best Volume Month November 2014 PERSONAL

Chart Toppers September 2014 Associated Revenue Majeski

BEST

Cleaning Commercial DiCristofaro

Cleaning Residential DiCristofaro

Duct Commercial

Antonio Senese

Craig Nunan

SERVPRO速 of The Windsors #10171 $190,593.84

Duct Residential Mattos

Mold Residential Maughan Sullivan

Subcontract Luzzi

Water Commercial Sepe

Water Residential Mattos

Total Volume Sepe

6 - SERVPRO® SUN

From: Emily Delcamp, Marketing Manager, SERVPRO® of The Southtowns Sent: Wednesday, December 03, 2014 Subject: Customer Testimonial Dec 2nd – 1:24pm As a supervisor in the federal government for 25 employees, I know the importance of recognizing outstanding customer service when it happens. Too often management only hears the bad. I am writing today to express my appreciation for SERVPRO’s superior employees. I cannot say enough about the SERVPRO crew that provided clean up assistance for a small flood in my house. I apologize for any names that I miss as I did not catch them all, but please recognize the whole team assigned to my case. They did a fantastic job.

Tracie/Travis - Awesome customer service and phone etiquette. Even when the huge snow storm came and it was quite obvious no one was going to make it anywhere…you still gave me a courtesy call and not only rescheduled timely but came on a Sunday to finish the job.

Chris - Chris was the first out to my house, and he made a great first impression for your company. He walked me thru the process step by step and answered every one of my questions without me feeling like I was bothering him.

He even explained the dampness meter to me, just because I love gadgets.

Nick and his Crew - Nick was very professional and also took time out to explain the process. I observed what I assumed to be a new employee working with Nick, and Nick was very thorough with him explaining the steps needed to be completed. The Crew that came with Nick was dynamite. They were quick, efficient, courteous and professional. Most importantly, they worked together as a team to complete the project.

I believe it was Mike and Chuck who returned on Sunday to finish the job after the storm. Mike took the time to follow up with the home office to see if the wood floors could be saved since we were hosting thanksgiving dinner that week. Above and beyond! Chuck was very professional, even pounding and pulling the 3 billion staples and nails from the floor.

The bottom line is an exceptional job from start to finish. I was extremely impressed.

It is my hope that each of those employees are recognized for their achievements. Each of their singularly distinctive accomplishments of reflects great credit upon themselves and SERVPRO of The Southtowns.

Additionally, please keep our names on file if you are in need of a reference. We sincerely appreciate what you do but hope to never need you again!

Best Regards Kyle P

JANUARY 2015 - 7

SERVPRO® Code Of Ethics WE AGREE TO: Maintain the highest professional standards of workmanship and service to our customers.

Conduct our business affairs with honesty and integrity never resorting to unfair trade practices that might reflect not only on our organization, but on the entire SERVPRO system.

Avoid misrepresentation of product and services, goals, promises, misleading advertising, or any other promotion of our work that might lead to misconceptions on the part of the consumer.

Share our knowledge and experience with others in SERVPRO with the objective of upgrading the SERVPRO system.

Participate in area meetings, workshops, and national convention to improve our own expertise and keep abreast of new developments in technology and methods.

Do everything possible to enhance the reputation of SERVPRO as a group of skilled professionals; offering honest, dependable, competent service to the customer.

The Proper Use of the Brand Name

by Taylor Nunley, Graphic Designer

R

aise your hand if you think you know the proper way to spell out the Brand name.

ServPro? Servpro? Servepro?

What about the registration mark? Do you include that sometimes? All the time?

There is a lot of misunderstanding and misuse of the Brand name, but it is time to clear that up. The correct way to spell out and use the Brand name is SERVPRO®. That’s right: all-caps with the registration mark. To remember this easily, think about how it appears in the logo. “ Servpro Industries, Inc.” refers to the Franchisor Company and is generally only used internally.

Use the superscripted registration mark every time you write SERVPRO®. Corporate Senior Graphic Designer Stephen Hickey says, “We use the registration mark every time because it protects the Brand.” Believe it or not, there are SERVPRO® impersonators out there and it is illegal for them to use our trademarked name or any of our branding elements.

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

8 - SERVPRO® SUN

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®.

JANUARY 2015 - 9

Words of Wisdom Nothing happens unless first a dream. ~Carl Sandburg To accomplish great things, we must not only act, but also dream; not only plan, but also believe. ~Anatole France Man alone, has the power to transform his thoughts into physical reality; man alone, can dream and make his dreams come true” ~Napoleon Hill Consult not your fears but your hopes and your dreams. Think not about your frustrations, but about your unfulfilled potential. Concern yourself not with what you tried and failed in, but with what it is still possible for you to do. ~Pope John XXIII Go confidently in the direction of your dreams. Live the life you have imagined.

Our truest life is when we are in dreams awake.

Dreams are the touchstones of our character.

You cannot dream yourself into a character: You must hammer and forge yourself into one. ~Henry D. Thoreau All men dream but not equally. Those who dream by night in the dusty recesses of their minds wake in the day to find that it was vanity; but the dreamers of the day are dangerous men, for they may act their dream with open eyes to make it possible. ~T.E. Lawrence The end of wisdom is to dream high enough not to lose the dream in the seeking of it. ~William Faulkner

Believe In A Dream Commitment leads to action. Action brings your dream closer. ~Marcia Wieder Dreams are today's answers to tomorrow's questions.

What is lived is what is valued. ~Edgar Cayce

You are never too old to set another goal or to dream a new dream. ~C.S. Lewis The future belongs to those who believe in the beauty of their dreams. ~Eleanor Roosevelt Miracles happen to those who believe in them. ~Bernhard Berenson You can get what you want or you can just get old. ~Billy Joel I’ve got a young man who works for me who says you don’t need to discover your dreams - you need to recover them. ~Dave Ramsey