MARCH 2015
In this issue: 1 2015 Area Meeting Tradeshow and Lunch Program 2 Being The Brand in the New Commerical Development 3 SERVPRO Code of Ethics
SUN
T HE
4 Top Ten Volume Leaders 5 Chart Toppers 6 KUDOS 7 BE THE BRAND
SERVPRO® of Southern New England and New York
WOW - It’s Almost Here!
WOW - It’s Almost Here! The 2015 Area Meeting, Tradeshow and Lunch Program
If you have not registered to attend, please do so ASAP. We need headcounts for seating and meals. Contact Jenn Mann (203) 847-4900 or mannj@robkat.com if you have questions or need additional information. MARCH 27 12 – 5 PM | 6 – 9 PM – SESSIONS – Cocktail Reception/Tradeshow
MARCH 28 8 AM – 1 PM | 1 – 3 PM – SESSIONS – Lunch Program
Location: Mohegan Sun Resort 1 Mohegan Sun Blvd., Uncasville, CT 06382 1-866-708-1340 (Group Res. Line) The SERVPRO group rate is $249 for King rooms and $269 for a 2-Queen room per night, and rates are valid the night of March 27th. Please call 1-866708-1340 and request the Servpro rate (SERV15 is the group code) or make reservations online at the following link (cut-off date for this rate is March 4th for both online and telephone reservations): https://resweb.passkey.com/go/SERV15
The 2015 Area Meeting, Tradeshow and Lunch Program After a hectic winter dealing with the ‘Siberian Express’ we are looking forward to an extremely important, informative and exciting two-day Area Meeting being held at the Mohegan Sun Resort, March 27-28. This year we have the privilege of hearing from Marc Wayshak, noted author and professional business-to-business relationship building expert at the Saturday morning session. We have put together a great line-up of speakers, a fantastic tradeshow and social events to ensure your time is well spent! What you can expect and learn at the event that starts Friday, March 27 at 12:00 PM: Speakers include: • Jeff Fields, SERVPRO Industries, Inc. Chief Information Officer will present an introduction and overview of the new Work Center program (yes, it is here and tested!) • David LaPointe, SERVPRO Industries Commercial Accounts Manager will present a key Servpro Corporate initiative which is commercial revenue volume growth. David will discuss his role in facilitating the growth in our area. • Dion Luzzi, SERVPRO® of Washington County, will present the new Servpro Time & Materials commercial estimating program.
• Fred Cohn and Lou Ramu will discuss Distributorship business, the new C.A.P.A. (Commercial Account Participation) program criteria and an introduction to the newest member or our Distributorship Team to assist in commercial sales. • Key strategic vendor-partners will discuss how their services, products and equipment can make you money! • The Tradeshow, on March 27, from 6:30 PM – 9:30 PM, will feature over 20 approved and preferred vendors displaying their newest and greatest. Thousands of dollars in door prizes will be given away at the Saturday Luncheon but you must attend the tradeshow to qualify. • Saturday’s program begins at 8:00 AM with a delicious, hot buffet breakfast! • Marc Wayshak, keynote speaker and workshop leader, will be addressing the audience on Saturday morning. • Finally, last but not least, a fabulous luncheon, with a special presentation from the lunch sponsor, one you will want to hear, and of course the raffle prize drawings! • Remember, franchise Owners may bring Operations Managers to this event. We also would invite pre-registered Sales Managers or qualified Commercial Sales Representatives to attend the Saturday presentation featuring Marc Wayshak.
2 - SERVPRO® SUN
Being the Brand in the New Commercial Market Being the Brand is all about knowing the benefits of the Brand, extolling those benefits, and turning the advantages offered by the SERVPRO® Brand into jobs and future opportunities for your business. As representatives of SERVPRO potential customers and Centers of Influence in the residential market are likely already aware that SERVPRO is the Best Cleaning and Restoration Company for their needs, but how should our marketing representatives convince commercial and industrial Centers of Influence that SERVPRO is their best choice as well? It’s easy to tell property managers, facility directors, and other members of trade associations, that SERVPRO should be their first call in the event of a weather event affecting commercial structures in their network, but how should the franchise then show the Center of Influence (COI) the full range of SERVPRO capabilities? What makes SERVPRO the new Best Choice for water, fire, and weather-related incidents in commercial and industrial structures? It’s the same commitment to quality work and customer satisfaction, which makes SERVPRO the best residential option. Knowledge of large-scale production mechanics, as well as time and material estimates are important components of the quality work that is expected by commercial COI. Make sure commercial Centers of Influence are aware of the Emergency READY Program (ERP) and the benefits that come with an Emergency Readiness Plan for their facility. Educate Centers of Influence about the various levels of continuing education offered by the IICRC and others, and spread the word that SERVPRO maintains certification criteria for technicians and operators. Take every necessary measure to ensure large-scale jobs are performed within the SERVPRO Large-Loss system, with SERVPRO cleaning products and SERVPRO drying equipment. Technicians should have a professional appearance, and any Project Manager should be able to communicate effectively with facility managers
representing the customer. Many resources are now available to SERVPRO Franchise Associates and Project Managers who plan to participate in the upcoming Commercial Accounts Program. SERVPRO Franchise Associates should consider continuing education in Asbestos Handling, training in applicable OSHA requirements, Commercial Drying Specialist (IICRC), and PCB Awareness training. These courses will provide associates with a broad base of knowledge in a variety of topics encountered on commercial losses. Commitment to quality work and customer satisfaction makes SERVPRO the best Brands.
MARCH 2015 - 3
SERVPRO速 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.
4 - SERVPRO速 SUN
Top Ten Volume Leaders Gross Volume Leaders January 2015
Per License Average Volume Leaders January 2015
1
David Kluger
1,274,566 1
Kaikow & Cleary
422,162
2
John Maughan
681,373 2
Charles & Donna Doyle
332,848
3
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
579,363 3
David Kluger
212,427
4
Allen & Susan Randolph
530,763 4
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
193,121
5
Frank Mattos
426,655 5
Ralph & Noemi DiCristofaro
193,029
6
Mitch Kaikow & Stuart Cleary
422,162 6
Lisa & Doug Jameson
184,726
7
Charles & Donna Doyle
332,848 7
John Maughan
170,343
8
Charles & Donna Vingoe
309,130 8
Scott O'Donnell
164,349
9
Michael Reilly
297,354 9
Thom & Lyn Braun
157,223
10
Michael Keating
284,736 10
Michael Reilly
148,677
MARCH 2015 - 5
PERSONAL
BEST
Personal Best Volume Month January 2015
Chart Toppers November 2014
Cleaning Commercial Citrangola Duct Commercial Jones Duct Residential Sepe In-house Construction Randolph Mold Commercial Citrangola Water Residential Mattos Jameson
6 - SERVPRO® SUN
Robert Kinch SERVPRO of Clifton 700 US Highway 46, Unit 8 Clifton, NJ 07013 973-928-3705 Bob, Just wanted to thank you and your daughter again for the excellent service you provided at my mother’s house in Clifton a couple weeks back. You guys were great, and made a not very pleasant situation a little easier to deal with. I pride myself on giving my customers a high level of service in my profession; it was nice to be on the receiving end of that from your team. Unfortunately, that is not the norm these days, and you should be commended. Thanks again sincerely,
Scott A. Thom and Lyn Braun, SERVPRO of the Southtowns, reports, “We are very proud of our Marketing Manager, Emily Delcamp, for being elected to serve on the BOMA Buffalo Board of Directors.
Emily is center foreground, black blouse, and grey skirt. CONGRATULATIONS, EMILY!
MARCH 2015 - 7
The Proper Use of the Brand Name by Taylor Nunley, Graphic Designer
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!!!
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®.