May
2012
In this issue: 1-2 3 4 5 6 9 10 12
Job File Validation Personal Best & Volume Leaders How to Prosper in Tough Times Leading with Dignity Congratulations! Training Certificates Advertising Resource Chart Toppers Words of Wisdom Customer Service First
SUN
T HE
SERVPRO® of Southern New England and New York
Job File Validation 2011 ROLEX AWARD WINNERS Thomas & Lisa Balcom, SERVPRO® of The Mid and Outer Cape Thomas & Lyn Braun, SERVPRO® of The Southtowns Lance & Jennifer Harvey, SERVPRO® of Hoboken/Union City Lisa & Doug Jameson, SERVPRO® of Newington/ Central Hartford Patrick & Barbara Jones, SERVPRO® of Cape May County Anthony & Danielle Palumbo, SERVPRO® of Paramus James & Linda Skahill, SERVPRO® of East Central Morris County Daniel & Allison Wallace, SERVPRO® of Great Neck/ Port Washington
Accurate and complete information helps to ensure client satisfaction and speeds up the payment process. Utilize the Job Process, Active Compliance Monitor, Job Management Scorecard, Bulleting Guidelines and the Water Folder Check List to produce accurate Job Files. JOB FILE VALIDATION Accurate and complete information helps to ensure client satisfaction and speeds up the payment process. Utilize the Job Process, to produce accurate Job Files 1. Active Compliance Monitor 2. Job Management Scorecard 3. Bulleting Guidelines 4. Water Folder Check List To ensure clarity with respect to Call Center jobs and that you received Bulletin 4072-F, a copy of the verbiage follows: Franchise Operators have expressed confusion regarding which Call Center jobs are required to be uploaded, and more specifically self-pay jobs. All jobs, including selfpay jobs, dispatched from the SERVPRO® National Call Center are required to be uploaded. Self-pay jobs bypass the audit system; therefore, the audit system should not be a deterrent to uploading these job leads. Upload of all jobs is imperative to monitor and successfully track all Call Center job leads. The SERVPRO® National Call Center receives job leads through multiple channels, including web campaigns. This data must be uploaded in order to accurately report to all clients and ensure return on investment is made from the National Advertising Fund. Thank you for your attention to this information. Please contact me at (615) 451-0200, ext. 1532 or ext. 2000 with any questions. ~ Donna Corso
2 - SERVPRO® SUN
Audit Cheat Sheet - Quick Reference THIS IS BASIC INFORMATION AND NOT ALL INCLUSIVE GENERAL NOTES INSURANCE COMPANY: The Hartford #3739-F ScanER XL ESL: $2,000 1-4-8 TIME FRAME: 1 Hour to contact customer from FNOL Latest version of the drying workbook. 4 Hours to arrive onsite from contacting the customer Contents must be uploaded separately into its own job file. Business Hours to verbally brief insurance adjuster (not the customer) INSURANCE COMPANY: Safeco LMAC #4043-F If you cannot meet one of the above time stamps, you must choose an exception ScanER XL on all water and mold jobs For any State Farm, Liberty Mutual and Metlife job. Refer to bulletin 3295-F Xactimate on all fire and smoke jobs Latest version of the drying workbook DAYS TO DRY: Refer to bulletin #3752-F ESL: $2,500 State Farm allows 5 days of drying before you need notification to exceed. Photos of the dehumidifier(s) must be taken in the room(s) in which they were All other insurance companies you need the name of the adjuster who placed. approved exceeding the 3 days of drying. If not present, dehumidifier(s) will not be allowed to be charged for in the estimate. PHOTOS: Unless file contains the name of the adjuster who approved otherwise. See Front of structure bulletin (4043-F) Loss of site/source of damage Equipment photo labels must include the room name. All affected areas/rooms - BEFORE, DURING & AFTER Contents must be removed from the audit and faxed directly to the adjuster. If photo unavailable, add a note in the images explaining why. Unless adjuster approves contents to remain in the file. FORMS: INSURANCE COMPANY: Liberty Mutual #4075-F Authorization to Perform 28000 or 28001 (Depends on insurance company) Certificate of Satisfaction: Job Completion dated 11/10 or after Xactimate Customer Information Form dated 11/10 or after EMS Fee refer to bulletin # 3899-F Customer Equipment Responsibility Form dated 11/10 or after Latest version of the drying workbook Invoice (Invoice amount must match estimate’s amount) Photos: Pre and post remediation photos Photos of the dehumidifier(s) must be taken in the room(s) FNOL: in which they were placed. Arrival and Drying Complete date you enter on the Job Worksheet in ScanER If not present, dehumidifier(s) will not be allowed to be charged must match the dates you enter in the Drying Workbook or Monitoring Report. for in the estimate. Unless file contains the name of the adjuster who approved otherwise. SPECIALTY See bulletin (4043-F) Anything other than a Dehumidifier and Air mover is considered Specialty Equipment photo labels must include the room name. equipment. Discount: 2.5% How to apply discount refer to bulletin #3541-F Equipment charges: Refer to bulletin #3781-F EQUIPMENT: Initial and daily upload required Be sure to get approval for the use of Specialty equipment. (Notification for State Farm) INSURANCE COMPANY: State Farm #3467-F Xactimate PAID JOBS: Latest version of the drying workbook All documents and drying workbook need to be completed and present; Initial and daily upload required estimate and line items within the estimate are okay if not in compliance Forms: Authorization to Repair (“ATR”) with guidelines. Bulletin # 3774-F Be sure to write “PAID IN FULL” in the job worksheet of the FNOL and on Authorization to Pay (“ATP”) the Invoice. Adjuster’s notification is required. State Farm personnel’s name and the word approval CANNOT LOCAL UPLOADS: be in the estimate. All jobs including self paid jobs, dispatched from SERVPRO National Call Center are required to be uploaded. INSURANCE COMPANY: Fireman’s Fund #3780-F, #4038 and Self-pay jobs bypass the audit system; therefore, the audit system should not be #3844-F a deterrent to uploading these job leads. Xactimate ESL: $2,500 See bulletin # 4072-F Latest version of the drying workbook Forms: Customized Fireman’s Fund Form - see Bulletin 3735-F Adjuster E-Mail Address/ FNOL under AGENT FIELD Initial upload is required.
Personal Best Volume Month March 2012 Ken & Rebecca Matejek SERVPRO速 of Plymouth/Wareham
$174,649.81 Dave Harrison SERVPRO速 of Nutley/Bloomfield
PERSONAL
BEST
$157,080.26
Top Ten Volume Leaders Gross Volume Leaders March 2012
Per License Average Volume Leaders March 2012
1
Joe Pelli
1,010,162
Lance & Jennifer Harvey
254,685
2
Dave Kluger
814,350
John & Shayna Luciani
243,345
3
Steve & Brenda Young
804,811
Mitch Kaikow & Stu Cleary
231,001
4
Lou & Michelle, Danielle, Justin Sepe & Nicole Travis
403,605
Doug & Lisa Jameson
225,279
5
John Maughan
371,070
Greg Geaski
219,568
6
Frank Mattos
366,627
Joe Pelli
202,032
7
Rob Citrangola
350,966
Steve & Brenda Young
201,202
8
Michael, Patrick & Kathleen Logue
305,088
Rob Citrangola
175,486
9
Ron & Louise Dion
302,793
Ken & Rebecca Matejek
174,649
10
Charles & Donna Vingoe
280,821
Dave Harrison
157,080
4 - SERVPRO® SUN
HOW TO PRO$PER IN TOUGH TIME$ By Lou Ramu During the course of our business consultation meetings, it is not uncommon for us to hear from owners how disappointed they are with their SMR’s. They view the SMR activity as a burden on their business and they just cannot understand why there are little or no positive results from all of this “costly marketing activity….”
H o w t o Wa s t e T i m e a n d M o n e y : 1. Do not coach your SMR 2. Do not go out with your SMR at a minimum of twice per month 3. Do not attend the Lunch and Learn or CE Classes that you pay for 4. Do not invest in training It is all about training….and if you think that training is expensive…don’t train and see what it costs! The “Winter that Wasn’t” combined with the continuing negative economic conditions are enough to make even the most positive among us feel downright depressed. Teddy Roosevelt is noted to have said this: “If you are going through hell….keep going!” Yes, these are tough times! As business owners in the restoration industry, you have no choice but to keep going despite the constant barrage of poor economic news and lack of significant weather events to bolster business and build volume.
It is all about attitude and actions! What is the biggest characteristic of truly successful franchisees? They have differentiated themselves from the rest of the pack in both attitude and actions. They don’t follow the crowd. Instead, engaged owners know that it is their job to find the business and make it happen. They lead by example and have created a marketing culture within their organization that leaves no stone unturned and no opportunity lost. These owners obsess…they obsess over marketing, the purpose of which is to drive profitable business. Successful owners “get it”….they understand that marketing is an investment and not an expense for their business.
They obsess over the numbers, know their costs and have their finances under control. They obsess over their customer’s needs and wants and make sure that they deliver. They know that if the customer can’t get what they want from them, they will go elsewhere. So, do you want to not only survive, but to actually become wildly successful in these tough times? Then obsess over your marketing, your numbers, and most importantly, meeting your customers’ needs and wants and you will prosper!
May 2012 - 5
Leading with Dignity in the Workplace By Donna Hicks
My work has brought me up close to leaders of all kinds. There is one thing they share: highly developed technical and intellectual capacities, many of them graduates of some of the world’s most prestigious educational institutions. They also share something else; what many of them report as a major leadership challenge: knowing what to do in charged emotional situations. In spite of their technical expertise, they rarely feel confident when faced with subordinates who are experiencing outrage; who feel they are being treated unfairly; whose unacknowledged grievances have changed them into fighting men and women. In other words, they don’t know what to do when faced with people who have experienced repeated violations of their dignity, which are, by definition, highly charged emotional events. Their default reaction is often to use their authority and the power of their position to control the situation, often leaving the aggrieved people angrier, more resentful, and less willing to extend themselves in their jobs or their roles within an organization. The dignity violations remained unaddressed, contaminating the work environment. A reason why the default reaction is to exert authority and control over a volatile emotional situation is that they are afraid of it. They are especially fearful of being exposed and embarrassed by a bad move or a flawed policy for which they were responsible. I have seen otherwise brilliant leaders get caught in all of the predictable traps that ignorance of how to best handle dignity violations creates. They are not bad people who deliberately try to make life difficult for those whom they lead; they simply don’t have the knowledge, awareness and skills they need to navigate through emotional turmoil. Without an education in matters related to dignity, a most vulnerable aspect of being human, even technically gifted and well-intentioned leaders can unknowingly create an undignified work environment.
The need has never been more urgent for people in leadership positions to be educated in all matters related to dignity; both the human vulnerability to being violated, and the positive effect it has on people when they feel seen, heard, understood, and acknowledged as valuable and worthy. The emotional impact of treating someone well and honoring their dignity has benefits that are incalculable. It’s the easiest and fastest way to bring out the best in people. The opposite is equally as true: treat people as if they don’t matter and watch how fast a destructive, if not violent, emotional storm erupts. Leading with dignity means that leaders recognize this; that they are willing to embody what it looks like to treat others as valuable, to know what to do with people when they have been violated, and to know what to do when they have violated continues on page 6
6 - SERVPROÂŽ SUN
May 2012 - 5
Leading with Dignity in the Wrkplace - continued from page 5 them. Below are some steps leaders can take to establish a culture of dignity in the workplace: 1. Make a company-wide commitment to learn about the role dignity plays in establishing a healthy and productive (and profitable) work environment.
Congrats!
2. Make a conscious effort to honor the dignity of your employees; both in everyday interactions and in the policies you create. 3. Create a work environment where your employees feel safe to speak up about the dignity violations they are experiencing. Make it easy for them by inviting them on a regular basis to talk to you about ways that you or company policies may be unknowingly harming them. 4. When it is reported to you that other managers and supervisors are violating the dignity of others, take action to address the situation. Make it company policy to take responsibility for the harm one causes others. No one should be above accountability.
Leah Grace Reilly Born March 23, 2012, at 7:39 pm to Michael and Rebecca Reilly
There is no greater leadership challenge than to lead with dignity, helping us all to understand what it feels like to be honored and valued and to feel the expansive benefits that come from experiencing it. Employees yearn to see good leadership from their executives and managers. They all know how difficult it is for their leaders to take courageous steps that could leave them vulnerable; such as, overriding the need to save face by admitting to having made a mistake; stepping beyond what is safe and comfortable by apologizing for hurting employees; confronting a fellow leader who has repeatedly violated people; championing one’s employees when their voices are not strong enough to speak up to a failed policy that violates their dignity. While we all recognize how difficult leadership can be, we still have the expectation that the title of leader means something. We want it to mean that by watching dignified leadership, we, too, can expect more of ourselves and not succumb to the all-too-familiar default mode of making excuses for not opting to do what is right. Read more: http://www.foxnews.com/opinion/2012/03/25/ leading-with-dignity-in-workplace/?intcmp=features#ixzz1qBS3E oXp
Kobey Lane Corso Came into this world at 10:05 am March 30, 2012!!! He is 7lbs. 8ozs and 18.25 inches long !!!!!! Grandmother Donna is doing so well!
• 24/7 Emergency Response • On-Time Deliveries • Highly-Trained Professionals • Disaster Response Units
REMEDIATION & RESTORATION GENERAL TOOL & EQUIPMENT
POWER GENERATION & DISTRIBUTION AERIAL WORK PLATFORMS & SCAFFOLD
A guaranteed partner in any emergency. Sunbelt Rentals is a national, full-service rental company operating a large network of locations in 34 states and D.C. As a business partner, we are committed to meeting or exceeding your expectations, whenever you need equipment, service, or straight-talk advice. That’s how we do business. And we guarantee it.
800-508-4760 24/7 www.sunbeltrentals.com THE“NO SWEAT”
GUARANTEE.
Satisfaction . Delivery . Service . Availability . After-Hours Response
The “No Sweat” Guarantee is a service mark of Sunbelt Rentals, Inc. ©2012
May 2012 - 9
SERVPRO Training ®
Water Certification
Fire Certification
Jacob Wierzbicki
Jacob Wierzbicki
Jacob Wierzbicki
Haddon Heights/Voorhees
John Taburas
John Taburas
John Taburas
Manchester/Bolton
Terry Adams
SERVPRO® of
Crew Training
Haddon Heights/Voorhees
Jeffrey Nagler
Haddon Heights/Voorhees
Western Dutchess County
Stephen Gamma
Western Dutchess County
Kelly Spinalli
Stephen Gamma Kelly Spinalli
Carpet & Upholstery Certification
Stephen Gamma
Kelly Spinalli
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
10 - SERVPRO® SUN
April 2012 - 7
Chart Toppers December 2011 Associated Revenue
Words of Wisdom A woman’s guess is much more accurate than a man’s certainty. ~Rudyard Kipling
There is no substitute for accurate knowledge. Know yourself, know your business, know your men. ~Lee Iacocca
Eyes are more accurate witnesses than ears. ~Heraclitus of Ephesus
I was brought up to believe that the only thing worth doing was to add to the sum of accurate information in the world. ~Margaret Mead
If you’re not accurate, you’ll cause untold trouble. ~David O. Selznick
Silence is so accurate. ~Mark Rothko
Sullivan Cleaning Commercial Vingoe Cleaning Residential Jameson Vingoe Duct Residential Maughan Mattos Fire Commercial Sepe Kaikow & Cleary Fire Residential Young In-house Construction Young Mold Commercial Reilly Mold Residential Maughan R. Citrangola & R. Kluger Subcontract Sepe Water Commercial Mattos
The power of accurate observation is commonly called cynicism by those who have not got it. ~George Bernard Shaw
We will act consistently with our view of who we truly are, whether that view is accurate or not. ~Tony Robbins
Morrissey Water Residential Mattos Young Total Volume Sepe Mattos
ELECTRONIC RESTORATION SERVICES
The Recognized National Industry Leader in Recovery and Restoration Technology Preferred National Vendor Specializing in Large Loss Industrial Equipment Rebuilding: Post-Disaster Our team of highly trained Electrical, Software and Mechanical Engineers possess the engineering skills necessary to restore, redesign and rebuild any piece of industrial equipment including automated process controls of electrical and mechanical functionality.
Before
After
Control Cabinets
Automated Machinery
Data Recovery
Industrial and Commercial Services: Commercial Electronics Industrial Equipment Control Systems
Manufacturing & Process Equipment Restaurant Equipment
Medical/Lab Equipment Data Recovery
On average, ERS’ restoration services can be completed for LESS THAN 38% of replacement cost and we offer a warranty on all equipment serviced.
National Hot Line: 888-355-0001 24/7/365 Emergency Response ERS - National Headquarters 12001 Levan Road Livonia, MI 48150 F o r m o r e i n f o r m a t i o n a b o u t E R S v i s i t w w w. e r s - u s . c o m
Use your smart phone to scan this code or go to www.ers-us.com
12 - SERVPRO® SUN
From a Letter from Sue Steen to Forrest & Hillary Sheperd Customer Serv
2012 Updated PRODUCT ORDER FORM for production supplies.
ice First
PLEASE USE FORM ON FOLLOWING PAGE FOR YOUR NEXT ORDER. ** Items are UPS ORM-D items please use correct procedures.
Dear Forrest and Hillary: We received a very complimentary letter from Ms. D., describing the exceptional service she received from you and your crew after discovering a mold situation in her basement. Ms. D. stated your professionalism, integrity and honesty are to be applauded, and your calmness, thoroughness and gentlemanly manner eased her fears and conquered her mold problem.
* Items are UPS HAZARDOUS TO SHIP and must be shipped by SERVPRO® Corporate. We will be pleased to place your order for you.
On behalf of SERVPRO’s Executive Management team, thank you for your hard work and dedication to the SERVPRO system. You and your team are SERVPRO Heroes helping SERVPRO achieve our vision of being Premier Cleaning and Restoration Company in the World.
You may pick up the Hazardous Materials when you are at our facility
Once again, thank you and your crew for making it Like it Never Even Happened!
We can bring the Hazardous Materials to you, if you place your order before our next visitation with you.
Very truly yours,
OR
PLEASE, ORDER BY FAX
SERVPRO INDUSTRIES, INC.
203-847-4456
Sue Steen Susan L. Steen Chief Executive Officer
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