Servpro SUN, July 2012 by JH Communications

July

2012

In this issue: 1 After the Convention 2 Steps Towards Personal Development 3 Volume Leader Personal Best 4 Responses From Corporate 8 Words of Wisdom Chart Toppers 6 Congratulations! 9 Training Certificates Advertising Resource

SUN

T HE

SERVPRO® of Southern New England and New York

SAVE the DATE December 1, 2012 Annual Awards Program and Tradeshow Foxwoods Resort

After the Convention, the Real Work Begins, Anew We sincerely hope franchises took advantage of all of the learning workshops, tradeshow, and general sessions; fellowship, and networking opportunities presented at the 2012 SERVPRO® Convention. The Distributorship, and numerous franchises were awarded for their excellent revenue volume achievements. We extend special recognition congratulations to Lisa and Doug Jameson, SERVPRO® of Newington/Central Hartford, for their Rookie of the Year Award! SERVPRO Executive Management was very clear at both the Director-Trainer meeting and during Convention that we all have to continue to work to meet the Goal of $5 Billion by 2020, in order to be the dominant mitigation and restoration company in the country. Therefore, now it is time to focus on the remainder of the year. It is obvious franchises revenues have not had the benefit of winter or spring weather ‘events’ to give us a boost; however, Servpro Executive Management was very clear and SERVPRO initiatives can position franchises to not only survive, but also thrive in the current market: • • • • • •

Strengthen our presence in Commercial Services Utilize state-of-the-art technology to deliver the Emergency READY Program Strengthen local and regional Storm Teams, Large Loss, and Extreme Teams Improve and secure new National Account clients. Improve Franchise National Accounts Scorecards. Provide Uniform Brand Advertising and Promotion Programs on both Local and National Level. • Market Diversity emphasis on Specialty Services; such as, Duct Cleaning, Bio-Recover, and Ultra-Sonics. • Personal Development- Owner: Become the best at leading your company. Just waiting and wishing things will change for the better, however, is not the answer. The non-event winter did accomplish a positive thing and that was for franchises to streamline their operations so that, to paraphrase Rick Isaacson, we service the best Centers of Influence and Customers with the Best Service provided by the best Employees. The National Convention was time for relaxation and reflection. Now, expect a whirlwind of activities, all designed to assist in your growth in the coming months. There will be Workshops conducted by selected Equipment and Service Vendors; Production Employee Training beginning in August; IICRC and Bio-Recovery Training; specific-topic webinars; ERP assistance; Area Meetings; all followed by our Annual Awards Program and Tradeshow, with Vendor Workshops, on December 1, 2012.

2 - SERVPRO® SUN

As Promised, Here Are The Responses From Corporate Regarding Marketing Work Center.

Is there a way to add a signature block to the mass emails that go out from the Marketing Work Center? I am not sure. However, I believe when you attempt to send a mass email, an email window is opened, and you can enter whatever information you would like. While the signature block might not be provided, (I believe the reason is that the program does not know whom the email is from), a user could enter their signature block info once and it would be sent to all receiving the email.

I know the notes in the Contact diary do not print on the daily route schedule, but is there any place that those notes can be put so they do appear? Or, do the SMR’s need to rely on memory and read the notes each day before they go out. This question arose from the fact that there is a fair amount of turnover among SMR’s. The Marketing Center is not designed to use the Contact Diary for note entry, it’s provided as support as conversation with other members of the staff related to that Contact may be documented (Contact diary is a primary tool in ManagER). What we teach is to create routes, select your daily schedule, and then enter information in the objective/ notes/next objective fields found within the UPDATE CONTACT RECORDS button. This is also provided at the top of the customer profile where they can enter and save this information. If entered here, the previous two history notes (or as much as it can show) will be printed on the half-page summaries. For an entire history, you can print page three of the Contact record. If this is confusing, I would encourage the viewing of the Day-in-the-Life e-learning lesson found on TrainER, as it interactively walks users through best practice recommendations for documenting meeting notes. However, I think it answers your questions in regards to storage of Contact history documentation.

If there is more than one Contact at an agency seen on the same visit, is there an easy way to consolidate this in the notes section, or must each Contact be updated separately? We recommend that a separate entry be used for multiple Contacts at one location, if they have the ability to refer work, and if there is value in tracking individual meeting histories with these Contacts. While there is not a “mass entry” function, if

routes are set up with all of those Contacts on one route, users can quickly copy and paste the notes field.

Exactly when in the process does a Contact become a client? Is it after the job is invoiced or paid? A Contact becomes a client when they refer a job to the franchise – and have referred a job at least one time in the past 12 months. That is our basic philosophy on clients. People who send you work. If they do they are a client, if not, they are a Contact, and one of the goals of effective marketing is converting Contacts to client. Obviously though there is a time-period, where a client stops becoming a client and that is the reason for basing the criteria on “a marketing Contact who has sent at least one job during the past 12 months.”

I know that SERVPRO is working towards the “Work Center” philosophy, but are there plans to include integration with a card scanner type program? I have heard no plans. One of the reasons might be fear of duplication of Contacts. If you just throw a lot of cards in a machine and don’t pay attention to whether those Contacts are in the database, you could really mess it up with duplicates. That being said, if there is a large group of clients – from say a trade show – I have some thoughts on easier ways to input that information without having to do it manually, assuming of course that information is on a spreadsheet.

I got a question regarding the length of time it takes for the Marketing Work Center to add a Contact/Event. I think that is a database size issue and might need to be addressed locally by the franchise’s IT Company. Do you agree, or have other franchises commented on the speed of their Marketing Work Center?

Database size may have something to do with speed, but not being a technical expert, I am not sure I could answer that. My guess is there would be more variables than size – networking, equipment, and processor speed, etc. that may all factor in. But, that is just a guess.

Can you import Contacts into ManagER Green? The quick answer is YES. Does it make sense to import even if you have over 100 plus additional Contacts? Probably not. While there is an Excel template available to use, some manipulation is required before importing is possible. In addition, once the Contacts are imported, they still need to be addressed in ManagER Green. The Contacts will not show up in the Contact search pane, as they have not had a marketing date assigned at this point. The Contact has to be edited in the Contacts Additions/Deletions portion of ManagER Green. Objectives and Notes still need to be added and the Contact needs to be submitted for validation by the SMM. It is best to enter the Contacts one at a time, to ensure all required information is entered and is correct. Another item I was able to figure out concerns ManagER Red. On the Contact information page in ManagER Red, in the upper right hand corner, you might see SMR:MSD (or another value) in blue. If the Contact has been added through the Marketing Work Center, this will appear and it is the SMR that added the Contact. If the Contact has been added thru ManagER Red, it will not appear. In order for this to be changed, it must be changed in ManagER Green. I hope these responses help. If you need further clarification, please let me know and I will be glad to assist. Michelle Broggy michelle@robkat.com

Personal Best Volume Month May 2012

Thomas & Lisa Balcom SERVPRO® of The Mid and Outer Cape PERSONAL

$323,092.84

BEST

Top Ten Volume Leaders Gross Volume Leaders May 2012

Per License Average Volume Leaders May 2012

Dave Kluger

1,104,243

John & Shayna Luciani

362,160

Steve & Brenda Young

1,016,174

Thomas & Lisa Balcom

323,092

Rob Citrangola

474,128

Doug & Lisa Jameson

259,626

Joe Pelli

462,435

Steve & Brenda Young

254,043

John Maughan

383,851

Rob Citrangola

237,064

John & Shayna Luciani

362,160

Lance & Jennifer Harvey

217,285

Thomas & Lisa Balcom

323,092

Dave Kluger

184,040

Lou & Michelle, Danielle, Justin Sepe & Nicole Travis

276,274

Greg Geaski

165,716

Frank Mattos

272,739

Mitch Kaikow & Stu Cleary

141,295

Charles & Donna Vingoe

259,807

John O’Sullivan

133,119

4 - SERVPRO速 SUN

STEPS TOWARDS PERSONAL DEVELOPMENT

A Look in the Mirror! By Lou Ramu Owning your own SERVPRO速 Franchise is the opportunity of a lifetime, if you have what it takes. You are your own boss, can set your own hours, hire your own employees and experience the reward that comes with watching your business grow. None of this is possible however, unless you have the qualities of a truly successful franchisee! Qualities that set you apart, and in the end make the difference. Take a look in the mirror and see how you measure up to those who time and time again raise the bar for excellence!

Self-Starter A self-starter is someone who eats, sleeps and dreams about the business, enjoys the work and the autonomy, and loves implementing ideas, while embracing the business model. While owning a SERVPRO Franchise is hard work, a self-starter enjoys it so much that it barely feels like work; instead, it is a reward.

Good Leader The commitment takes leadership skills with the ability to work, and lead. As a SERVPRO Owner, you must be able to step in, take control, and exert excellent leadership. One of the most important skills you need to possess is the ability to be pro-active and take initiative. You should be able to assume a leadership role easily AND you need to be certain you understand how the entire system works. Take ownership and leadership of the problems and find the solutions!

Great Customer Service Skills Great businesses are built on great customer service. You should have a knack for customer service, relationship building, and know what works. As the leader in your business, you are responsible for passing those great customer service skills to employees and making sure they follow through on every promise to your customers with respect and courtesy.

Communication With all of the responsibilities of being SERVPRO Owner, good and effective communication is necessary. You must be able to communicate effectively with customers, staff, vendors, business contacts and your Distributor/Trainer Team.

Hardworking Without a doubt, owning a SERVPRO Franchise takes hard work and the qualities of a great Owner include being a hard worker who follows through on every commitment. You must be able to step in, take control, and exert excellent leadership skills. Ensue you obtain all the qualities of a truly successful SERVPRO Franchisee! The rewards of watching your own business grow and succeed are rivaled by nothing else. Owning a SERVPRO Franchise truly is an incredible experience!

July 2012 - 5

continues on page 6

Sales and Marketing Weekly Communication Weekly e-Zine: June 11, 2012

For Owners to Review and Share with their Marketing Representatives

Marketing Ideas for the Month of July Independence Day is July 4th! As family, friends, neighbors, customers and community members make 4th of July plans for backyard barbecues, get-togethers and fireworks displays, help ensure a happy and healthy celebration by sharing fireworks safety information. The Citizen Corps group shares the following websites to obtain summer fun and firework safety information. “Visit FireSafety.gov, the National Council on Fireworks Safety and the National Fire Protection Association for tips on how to safely enjoy cooking outdoors, campfires and fireworks.” If your town hosts community fireworks displays ask if you can supply giveaways such as custom labeled bottled water, paper or plastic fans, sun visors, sun block, etc. Some Franchises also participate in community parades held in honor of Independence Day. This month is also a good time to consider hosting a summer safety celebration for your community. Involve the fire department by inviting them to bring their fire engines and give a presentation of summer fire safety tips, outdoor fires, grilling and outdoor cooking, etc. Ask the local police department or Red Cross chapter if they would like to participate and provide summer safety information on camping and boating safety, swimming and water safety tips, CPR demonstrations, etc. You can use some of the materials under the National Preparedness Month website as free resources and giveaways. Offer summer promotional items such as sun block (making sun burn “Like it never even happened”), sunglasses, plastic water bottles, safety tip cards, etc. Be sure to include this event on local community calendars and notify local media outlets that you will be offering a free safety event. With most school age children returning to school in August, another option is to consider hosting a charitable ® back to school supply drive; Drop off bins or boxes (make sure they have your SERVPRO Franchise information on them) at your local customer offices, businesses and stores to collect necessary school supply items for less fortunate families in your community. These items can be very inexpensive to purchase and can include glue, scissors, paper, pencils and pens, highlighters, sanitizer, crayons, coloring pencils and markers, book bags, pencil boxes, etc. Ask your local schools what items their students might need or ask if you can get class lists of school supply items to ensure you are collecting necessary and usable items. This is a great way to show community support and help local families in need. It also helps promote your Franchise name at all the drop off locations. Ask your local radio or news stations to include a mention of the school supply collection drive and list the designated collection areas for community members that wish to participate. Post the collection drive on community calendars (if applicable for your area). Make it a friendly competition among your contacts or local businesses by offering a free cleaning service, lunch or similar prize to the office or business that collects the most items. The August 22,2011 Weekly Marketing e-Zine, which can be found on ServproNET® in the e-Zine archive section below the 2012 e-Zines, shares a great summer marketing idea SERVPRO® of Gwinnett County Southeast and SERVPRO® of Gwinnett County Southwest in GA offered their insurance clients by employing a green ice cream truck to go on their routes. They received excellent feedback from their clients on this very creative and outof the-box marketing idea.

Independently Owned and Operated

Like it never even happened.®

July 2012 - 6

SERVPRO Training ®

Water Certification

Fire Certification

Carpet & Upholstery Certification

Andrew Jensen

Jacob Wierzbicki

SERVPRO® of

Crew Training

Binghamton East

Connor Plonski

Binghamton East

Zachary Evans

Binghamton East

Andrew Jensen

Binghamton East

Daniel Gregoris

Haden Heights/Voorhees

Jacob Wierzbicki

The Farmington Valley

Evan Close

The Farmington Valley

Dave Puzinski

We extend congratulations and best wishes to those receiving their SERVPRO® TRAINING CERTIFICATES

The Advertising Resource Guide is your reference to advertising policies, graphic design standards and sample print advertisements. This Advertising Resource Guide replaces the 2011 Advertising Resource Guide. The 2012 Advertising Resource Guide provides SERVPRO® policies and standard operating procedures for advertising.

“Every employee, every uniform and every truck sends a vital branding message to our customers ... Make it a positive Brand message!”

In addition, the Advertising Resource Guide Web pages provide Franchisees with preapproved advertisements consistent with and supporting the National Advertising Campaign. Franchisees must comply with the guidelines in this publication by January 31, 2012. WHY IS BRAND AWARENESS SO IMPORTANT? • Consistency Builds a Brand • Brands Build Trust • Trust Builds Relationships • Relationships Build Revenue IS BEING THE BRAND MORE THAN JUST CONSISTENT ADVERTISING?

“Every employee, every uniform and every truck sends a vital branding message to our customers...Make it a positive Brand message!” Rick Isaacson Executive Vice President

8 - SERVPRO® SUN

Words of

Wisdom High expectations are the key to everything. ~Sam Walton

High achievement always takes place in the framework of high expectation. ~Charles F. Kettering

Whatever we expect with confidence becomes our own self-fulfilling prophecy. ~Brian Tracy

Checking the results of a decision against its expectations shows executives what their strengths are, where they need to improve, and where they lack knowledge or information.

April 2012 - 7

Chart Toppers February 2011 Associated Revenue Cleaning Commercial Mattos Kluger Cleaning Residential Duct Residential Mattos Maughan Fire Commercial D. Kluger Fire Residential Pelli

~Peter Drucker

Maughan

An attitude of positive expectation is the mark of the superior personality.

In-house Construction

~Brian Tracy

Young

Dreams are nothing but our unclear expectations.

Mold Commercial

~ Santosh Kalwar

Mold Residential

All clients’ needs and expectations are vastly different.

Rimualdo

~Bruce Bennett

R. Citrangola & R. Kluger

Both expectations and memories are more than mere images founded on previous experience.

Resale Rookie

Maughan

~Samuel Alexander

Gedney

Anger always comes from frustrated expectations ~Elliott Larson

Rookie

If we did the things we are capable of, we would astound ourselves. ~Thomas Alva Edison

D. Kluger

Time is swift, it races by; Opportunities are born and die... Still you wait and will not try – A bird with wings who dares not rise and fly. ~ A. A. Milne

Subcontract Water Commercial Young Water Residential Young Total Volume D. Kluger Young

The Industry Leader in Complete Document, File and Paper Restoration Services DFD – Document Restoration Services’ capabilities range from document freeze drying, copying and file folder replacements to mold spore removal. DFD has the most advanced freeze drying capabilities and our team is equipped and trained to handle/process any job with the utmost urgency and care. DFD is ISO 9001:2008 Certified and HIPAA compliant. In the event the customer is in need of any of their records during processing, DFD has the capability to retrieve, scan and e-mail individual files upon customer request.

DFDs’ Custom Designed Vacuum Freeze Drying Chamber

Water Damaged Files

DFDs’ In-House Copying/Scanning/Printing Center

Smoke Damaged Files

File Re-Building

DFD Offers the Following Full-Service and Complete Document Reclamation Services: • Mitigation - Capture and Assess Damage • Drying - Chamber and Freeze Drying • Restoration - Cleaning and Treatments • Duplication/Reproduction - File Copying and Re-Building

DFD Expertise in Restoring: • Medical and Dental Files • Legal and Accounting Records • Library and School Books • Engineering and Architectural Drawings • X-Rays and Microfiche • Electronic Media

National Hot Line: 888-217-3418

Use your smart phone to scan this code or go to www.documentfreezedrying.com

24/7/365 Emergency Response

DFD - National Headquarters 11847 Levan Road Livonia, MI 48150 For more information about DFD visit www.documentfreezedrying.com

12 - SERVPRO® SUN

2012 UPDATED

PREPARE FOR

PRODUCT ORDER FORM

National Preparedness Month

for production supplies. PLEASE USE FORM ON FOLLOWING PAGE 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

September is National Preparedness Month and serves as a good reminder for you, your clients, and customers to focus on facility preparedness in order to be

We can bring the Hazardous Materials to you, if you place your order before our next visitation with you.

“Ready for whatever happens”. PLEASE, ORDER BY FAX

203-847-4456

of Southern New England & New York

CORE VALUES

CORPORATE PURPOSE

MISSION STATEMENT

Believe In A Dream Grow Relationships Share The SERVPRO® Story Be Financially Frugal Follow The System

To Help Entrepreneurs Succeed

To develop a team of quality people who focus on excellent service, fairness, and mutual respect.

VISION To be the premier cleaning and restoration company in the world

PRODUCT ORDER FORM SERVPRO of: DATE ORDERED: ORDERED BY: # Item Order # Item Order # Item Order *101 Furniture Stain Remover 214 Heatable Drapery Solvent 352 Wall & All Plus *103 Super Solvent **245 SpotER (7oz) 353 Wall Rinse *105 Glue Spotter **246 SpotER (15oz) *355 Stone & Porcelain Cleaner 106 Graffiti Remover 249 Window Green Clean *356 Fire Star 107 Solvent Spotter 250 All Surface Green Clean 357 Industrial Cleaner **108 Spot Cleaner 251 Carpet & Upholstery Green 361 Thickened Bowl Cleaner 109 Stain Absorb Powder 252 Shampoo Super Conctrt. 362 Tile & Grout Cleaner 110 Stain Scrub 253 Solvent Additive 388 Lemon Berry Deodorizer 111 Blood & Stain Remover 255 Showcase Cleaner & Rinse 389 Odor Control WB Cinnam. 114 Urine Odor & Stain Remover 257 Brown Out 390 Odor Control SB Cinnam. *116 Rusticide 259 Brown Out Booster 392 AquaFog Cherry 121 Duct Sealer 261 Liquid Emulsifier 393 AquaFog Cinnamon 130 Leather Cleaner 264 Powdered Emulsifier 394 AquaFog Lemon 131 Suede/NuBuck Leather Clnr 268 Stain Zap 405 Conctrtd. Wood Oil Soap 132 Leather Spotting Agent 269 Powdered Emulsifier 408 Bright-N-Neutral Cleaner 138 SERVPRO® Green 270 EXTREME Laundry -Gallon 414 Lemon Oil Polish 140 SERVPRO® Orange 271 EXTREME Laundry **442 Coil Cleaner 142 CitraSolvent 272 Pre-Spray &Traffic Lane **453 Solvent Spotter 147 Sporicidin® Enzyme Mold Clnr 273 Ultrasonic Cleaning Agent 455 Retail Spotting Kits 149 Sporicidin Disinfectant Spray 274 Ultra Content Cleaner 460 Bonnet Brite 150 Contempo Stat® 278 Oxi-Zap **468 Gum Remover 151 Defoamer **281 Dry Mist Air Fresh Limon 470 Color Fast Jet Extractor 153 Natural Fabric Brightener **282 Dry Mist Air Fresh Mulberry 472 Haitian Cotton Shampoo 154 Sporicidin® **283 Dry Mist Air Fresh Red Apple *473 Wax Stripper- iShine™ 155 Wintergreen Deodorizer 301 Regular Deodorizer 475 Rinse Free Wax Stripper 158 Sporicidin® Towlettes *302 Smoke Deodorizer 477 iShine™ Flor Was 160 Upholstery Guard Plus 303 Grease Deodorizer 479 Spray Buff 162 Armor Guard 304 Citrus Deodorizer, Water **490 Stainless Steel Cleaner 170 Benefect® *305 Special Deodorizer 4400 Dry Clean Sponges 175 Vanquish 306 Instant Odor Beads Cherry 4403 Sponges Fixi-Clamp 187 Scotchgard® Concentrate 307 Instant Odor Beads Fruity 4430 Sponges Unwrapped 188 EnviroSHIELD™ ES -100 clear 308 Instant Odor Beads Mint 4433 Sponges Fixi-Unwrapped 189 EnviroSHIELD™ ES -90 white 309 Carper Deodorizer 4407 Masslin (Yellow Dust Cloth) 190 MDF- 500 (Part A & B) 310 Lemon Fresh Deodorizer 9000 Small Furniture Pads 197 Sporicidin® MRC-80-5-Clear 316 Instant Odor Bds-Cinnamon 9001 Large Furniture Pads 199 Sporicidin® MRC-100-5-White 331 Bio Odor Neutralizer 9002 Foam Blocks **202 Multi-Purpose Glass Cleaner 335 Cherry Fog - High Volume 9003 Wood blocks 204 Glass Cleaner, Super Conctrt. 338 Neutral Fog - High Volume 9004 Hi Density Blue Foam Blocks 205 Fabric Rinse & Color Set **341 Dry Mist Air F. -Cinnamon **207 Furniture Polish **346 Dry Mist Air F.-Melon 208 Glass Cleaner, RTU 349 Fuel Oil Degreaser 209 Wood Crème Past 350 Heavy Duty Degreaser ** 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

March 26, 2012