JUNE 2014
In this issue: 1 Accountability and Leadership 3 Top Ten 4 Chart Toppers 5 KUDOS 6 Franchise Office & Warehouse 7 Red Cross Partner 8 Kudos For Larry! 9 Find a Friend App for iPhone or iPad 10 SERVPRO® Inaugural 5k and One-Mile Fun Run/Walk 11 Words of Wisdom
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SERVPRO® of Southern New England and New York
Accountability and Leadership It has become increasingly difficult to find hard-working, competent, employees who accept accountability for their actions. Many employers are challenged daily by the frustration of lackadaisical attitudes and work ethics of their personnel, which is seemingly contagious and complicated by the expense and disorganization caused by constant turnover. For a business to operate as a fully managed, debt–free business, accountability must be a business absolute expected of owners, layered management, and other employees, in fact for everyone in your organization. Consider the impact of how employee accountability factors into your organizational philosophy. For a business to operate as a fully managed, debt–free business, accountability must be a business absolute expected of owners, layered management, and other employees – of everyone in your organization. Consider the impact of how employee accountability factors into your organizational philosophy. Being accountable for our own actions means being able to explain why we did something and accepting the responsibility for the outcome of our actions. When we act in a way that affects others, we are accountable for the effect our actions have upon them and may be asked to explain our actions as well as to stand responsible for the effect of those actions. An important goal for employers is “employee engagement” or “buy-in”. This means employees demonstrate the skills, enthusiasm, and motivation necessary to do their jobs when they can see how their performance improves not only their future but also other employees with whom they interact and support, and their employer. Employee accountability is one element of employee engagement. Employees feel more engaged when they have clear direction, performance accountability, and an efficient work environment; therefore, holding employees accountable for performance standards will improve employee engagement. To ensure accountability in your organization: (1) E nsure all employees are given, understand, and commit to fulfilling their Roles and Responsibilities, modified when necessary to meet the position goals. This may mean combining several Roles until more employees are available to reduce the ‘load’ (2) O wnership and Management are responsible to ensure the staff is well trained for the positions they are assigned. Owners and Managers cannot expect an employee to be accountable for a task or assignment for which they are under-trained or do not possess the skills necessary to accomplish that task. (3) Performance Standards are levels an employee must achieve to meet job expectations
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that support organizational goals. SERVPRO® Industries, Inc., with the assistance of the Stages of Development Board, has provided a great tool for both establishing position responsibilities and performance standards in ‘Roles and Responsibilities’, which are on SERVPRONET® under the Human Resources tab. (4) U se Performance Standards during Performance Reviews. Informal Reviews should be regular occurrences (monthly) for the first six months of hire and then thereafter formally, at least semi-annually or annually. (5) How do you measure performance accountability in order to properly assess the progress, or lack thereof, of employees and even yourself as the Owner? The answer is having definable measurements. Examples: a. Administrative employees - a measurement would be Job File Upload Scores, excellent customer service b. Bookkeeper - accurate financial records and statements c. Production workers - clean and well maintained equipment and vehicles, minimal customer complaints, awesome ‘report cards’, completion of recommended training d. Estimators - accurate scoping and detailing of jobs e. Marketing - developing new customer referral sources, as measured by the reports available from ManagER Green – the actual jobs and total revenue generated in comparison to compensation (6) Owners are ultimately accountable and responsible to the organization and to themselves. As an Owner, you must provide the company vision and ensure you hire, develop, and empower employees to fulfill their Roles to perfection. You may be a coach, but motivation should be minimal if the right people are hired, trained, and adequately compensated for their roles, responsibilities, and results. (7) Above all else, you must be honest in setting accountability and performance standards for yourself. If you do not lead by example, come in late, and fail to provide the means for employees to improve themselves and responsibilities, then you fail the self-accountability test, which your employees will notice and they will emulate your standard of performance. How engaged are you, personally, in leadership that enhances your business and employee development? How do you measure yourself? Perhaps by a combination of key indicators: a. Revenue Growth (not counting National Accounts) b. Employee Turnover c. Employee Certifications d. Production Safety Record e. Operating a SERVPRO® Compliant Organization f. Excellent NAPA And Job File Scores g. Keeping Accurate Financial Records You cannot succeed in a small business by being disengaged, uninterested, or unaware. The business you are in is your livelihood and future; you are accountable for it. The SERVPRO Franchise Owner is ultimately ACCOUNTABLE for everything in a fully managed and debt–free business. It is your Role and Responsibility. Your willingness to accept responsibility for your actions is the foundation of all greatness. Believe in yourself! Keep your commitments! Example is not the main thing in influencing others. If it is to be, it’s up to me. – William H. Johnsen
It is the only thing. – Albert Schweitzer
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Top Ten Volume Leaders Gross Volume Leaders March 2014 1
David Kluger
2
Allen Randolph
3
Dion & Lynn Luzzi
4
Per License Average Volume Leaders March 2014 1,069,881 1
Dion & Lynn Luzzi
482,851
1,021,330 2
Doug & Lisa Jameson
464,233
965,703 3
Mitch Kaikow & Stuart Cleary
410,073
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
670,926 4
Kenneth & Rebecca Matejek
296,920
5
Herman & Catalina Glaser
553,953 5
Ralph & Noemi DiCristofaro
265,470
6
Michael Reilly
432,319 6
John & Madeline Beck
255,903
7
Greg & Allison Geaski
483,244 7
Allen & Susan Randolph
255,332
8
Doug & Lisa Jameson
464,233 8
Michael Reilly
243,553
9
Frank Mattos
459,368 9
Greg & Allison Geaski
241,622
10
John Maughan
445,962 10
Ralph Rimualdo
238,836
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Chart Toppers February 2014
PERSONAL
BEST
Personal Best Volume Month April 2014
Associated Revenue Violante Mattos
Fire Commercial D. Kluger
$108,225.65 William Thompson SERVPRO® of Aberdeen/Holmdel
$168,435.27 Bill Good SERVPRO® of SW Onondaga County
$416,816.06 J. & L. Sangiorgi & J. & M. Wandtke SERVPRO® of NW & SW Monroe County
$216,445.78 Bill & Beth Russell SERVPRO® of Upper Cape Cod & The Islands
$464,233.48 Doug & Lisa Jameson SERVPRO® of Newington/Central Hartford
$265,470.31 Ralph & Noemi DiCristofaro SERVPRO® of Bloomfield/Enfield
$483,244.98 Greg & Allison Geaski SERVPRO® of Milford-OrangeStratford
$370,288.15 Michael Keating SERVPRO® of Greenwich
$553,953.05 Herman & Catalina Glaser SERVPRO® of Branford/Shoreline
$374,121.57 Risa Kluger SERVPRO® of Port Jefferson
$965,703.61 Dion & Lynn Luzzi SERVPRO® of Washington County
Resale Rookie Randolph
Water Commercial Luzzi
Water Residential Mattos
Total Volume D. Kluger
$410,073.62 Mitch Kaikow & Stuart Cleary SERVPRO® of Garden City/ Hempstead
$1,021,330.46 Allen & Susan Randolph SERVPRO® of Waterbury
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From: Rick DuBois <RDuBois@servpronet.com> Date: May 8, 2014 To: Halko, John; Mangan, Vincent Subject: Leatherstocking Co-op John and Vince I wanted to let you l know I just left a meeting with Tom Craig from Leatherstocking. He was very complimentary of both of you and the work you do. He referred to you as "Total Gentlemen". Thank you representing Servpro in such a professional manner. Keep up the great work! Rick
Ted White’s SERVPRO® of Newtown & Southern Litchfield County I just want to say thank you for being such a great representative of the brand! Keep up the great work...what a compliment! Rick Rick DuBois SERVPRO Industries National Accounts Manager
From: H, J Sent: Friday, May 23, 2014 8:01 AM To: Rick DuBois Rick, Positive feedback that worked its way back to me from one of our large loss adjusters. Please tell the franchise to keep up the great work! “I just wanted you to know that I met with Ted White yesterday at this loss site. Ted is the owner of Servpro of Newtown & Southern Litchfield County CT. He and his crew are one of the best I have dealt with here at MetLife.” JH Sr. Claims Adjuster, Mitigation Program Coordinator MetLife
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Grandg! n Openi th
1 July 1 00 p.m.
: .m. – 6 2:00 p
The very impressive new warehouse and office facility of Ken Matejek, SERVPRO® of Plymouth/Wareham
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The SERVPROÂŽ Franchise System is proud to partner with the American Red Cross in an effort to ensure communities are prepared before disasters strike, and to support our neighbors when natural or man-made disasters do strike. We invite you to join us in support of the Red Cross to aid businesses, schools, organizations and individuals in preparing for, and responding to, disasters. Please click on the microsite link provided to make a donation to support the American Red Cross. Click here to visit the Red Cross website
KUDOS FOR LARRY! Marketing through Continuing Education
Hi Larry, I dread the day that you retire. Peterâ&#x20AC;&#x2122;s boss commented on what a wonderful public speaker that you are. I try very hard to emulate you, but there is only one Larry. Thank you for making me look like a star! Debbie :)) Deborah Rashti VP of Marketing Servpro of Great Neck/Port Washington
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FIND A FRIEND APP FOR IPHONE OR IPAD
By Lori Villardi The application used to track employees with their company issued iPhone or iPads is called Find a Friend. This APP is free and can be downloaded easily; however, every phone needs to have its own email address and Apple ID.
Instructions: The Franchise Owner must create an Apple ID with username, password and email address. An owner or manager must create the same as above for each employees’ phone in order to perform tracking. The Owner or manager’s tracking phone must send a request to each of the employee phones to connect them by using the Find a Friend APP. The employee will receive an email requesting the connection and they must accept the request. Upon accepting the request, the employee will now be displayed on the Owner’s phone!!! One very important part is to inform your employees that their phones are now a GPS tracking device.
This tool serves multiple uses: 1. It is also a great tool in the event the employee loses or misplaces their iPhone or iPad. . 2. Just like computers and vehicles, they are liable for all of their company equipment. 3. In the event the iPhone or iPad are left somewhere, lost or stolen it can be found easily!
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Check ServproNET速 for 2014 ARG
The 2014 Advertising Resource Guide Publication is your reference to advertising policies, graphic design standards, and sample advertisement. The 2014 ARG provides SERVPRO's most current policies and procedures for advertising. In addition, the 2014 ARG webpage provides Associates with pre-approved advertising templates running parallel with the National Advertising Campaign. Note: All branding rules in the ARG apply to all social networking sites i.e. Facebook, YouTube, LinkedIN, Twitter, etc.
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Words of Wisdom It is not only what we do, but also what we do not do, for which we are accountable. Moliere
Accountability separates the wishers in life from the action-takers that care enough about their future to account for their daily actions. John Di Lemme Trust, honesty, humility, transparency and accountability are the building blocks of a positive reputation. Mike Paul Delegating responsibility does not relinquish personal accountability. Jeffrey Benjamin Good men are bound by conscience and liberated by accountability. Wes Fessler Perhaps nothing in our society is more needed for those in positions of authority than accountability. Larry Burkett I found that I was not effective at holding myself accountable. When you’re in business you know what needs to be done. You have your goals in front of you and 99 percent of the time, you know how to do it. Accountability is usually the missing piece. It’s so easy to get caught up in the minutia of your day and the mundane things that have to be done. Holding yourself accountable for the things that need to be done is a challenge. Jason Mickey Path to Success: Determine where you are and the plan you have to change it. Then the wise succeed in accomplishing it by obtaining accountability from ones wiser then themselves. Conversely, the path of a fool is to determine where you are and the plan to hide it from the ones wise enough to hold you accountable to change it. Brad Koury Accountability breeds response-ability. Stephen R. Covey If you can’t stand the heat, you’d better get out of the kitchen. (attrib.) Harry S. Truman He that is good for making excuses is seldom good for anything else. Benjamin Franklin When a man points a finger at someone else, he should remember that four of his fingers are pointing at himself. Louis Nizer No snowflake in an avalanche ever feels responsible. George Burns