MAY 2014
In this issue: 1 People Play Differently When They Are Keeping Score 3 Top Ten 4 Chart Toppers 5 KUDOS 6 Be the Best 7 Area Meeting 10 Make it Happen 11 Words of Wisdom
SUN
T HE
SERVPRO® of Southern New England and New York
“ The Gallup organization tells us that roughly 54% of us are disengaged with our work (we don't really care) and 17% are actively disengaged (we really don't care... and we work to get in the way of making good things happen).” – Sam Parker www.GiveMore.com
PEOPLE PLAY DIFFERENTLY WHEN THEY ARE KEEPING SCORE! When team members themselves are keeping score, they truly understand the connection between their performance and reaching their goal, and this changes the level at which they play. – Sean Covey
Employee performance is the driving force behind a successful small business. Keeping employees productive and actively working to the benefit of the business is not simple, and rarely easy. Sometimes, too much weight is given to motivation, by short-term personal recognition by business owners/managers, as a measurement of success. Motivated employees tend to be more productive, but keeping employees engaged is often a simpler and more efficient way to keep them working toward the common goal: improved performance. When employees are engaged, they care more about their work, their coworkers, and about overall results. One of the best ways to keep employees engaged is to make them aware of management expectations by which their performance is measured. In addition, share and encourage the Key Performance Indicators that will determine whether the employee is helping the organization to achieve projected goals. Let the team keep score. Here are some common Key Performance Indicators: • Was a sale won or lost? • Was a job produced more efficiently than the last? • Was a National Account file uploaded on time and without error? • Was a local job treated with same attention as National Accounts?
2 - SERVPRO® SUN
• Was gross volume better or worse than last month, than last year? • How much revenue was a salesperson able to generate in commissions? • How much was an office manager able to save in overhead? • Where does the business Profit and Loss statement (if shared) suggest we can improve? KPI can be measured by comparing recent results to last year‘s period, to last month’s performance, or to the performance of a previous employee. Indicators can be taken on a job-to-job basis or can be measured according to an area of service (fire/water/mold). Successful business managers look to the results of ‘competitions’ like these to measure business performance, and share with their employees the results and reasons behind the results. When each member of the team knows the Key Indicators on which they are measured, they will feel more engaged, more respected, and more responsible for their overall performance. These employees will be more productive individually while working toward the common goal. HOW CAN KEY PERFORMANCE INDICATORS HELP A BUSINESS GROW? When employees are engaged and keeping score, they will naturally improve in Key Performance Areas. Employees who feel respected and responsible for their own performance take pride in their work. These natural impulses, properly directed, will improve Key Performance Indicators. As the measures of success improve, the business begins to thrive. Money saved in production can purchase a new vehicle; overhead savings can provide the salary for another marketer. After the key performance areas natural improvement, further gains in performance can be encouraged with new employees, new responsibilities for existing employees, and new ways for employees to keep score. To encourage these new responsibilities, consider low-key and cooperative competitions. People of all generations and backgrounds are naturally wired with some level of competitiveness. Some people are naturally competitive and tend to compete directly with others. Others are competitive in less obvious and indirect ways. Both direct and indirect competitors can benefit from competition and keeping score. Here are some ideas of dual type competitions: • A workplace “Idea of the Month” • Most improved workspace/Neatest workspace • Cleanest Production Vehicle • Best Production Gas Mileage • Highest Audit Scores These types of competitions allow employees to keep track of their own score, and engage with one another in a friendly and ultimately cooperative way. Employee turnover is lower when employees both enjoy their work and actively contribute to the greater value of the business. When employees feel respected, they feel more comfortable in the workplace. In that environment, Key Performance Indicators will be more easy to manage and measure, and will provide the base for growth.
MAY 2014 - 3
Top Ten Volume Leaders Gross Volume Leaders March 2014
Per License Average Volume Leaders March 2014
1
David Kluger
1,332,422 1
John & Shayna Luciani
385,686
2
Dion & Lynn Luzzi
837,491 2
Daniel & Allison Wallace
329,603
3
Allen & Susan Randolph
788,056 3
Scott & Lisa Smith
268,547
4
John Maughan
689,681 4
Mitch Kaikow & Stuart Cleary
250,369
5
Frank Mattos
458,911 5
David Kluger
222,070
6
Michael Reilly
432,319 6
John O’Sullivan
219,834
7
Lou & Michelle Sepe, D. & J. Sepe & N. Travis
397,185 7
Michael Reilly
216,159
8
John & Shayna Luciani
385,686 8
Michael & Megan Geria
202,086
9
Patrick Jones
364,044 9
Allen & Susan Randolph
197,014
10
Catalina & Herman Glaser
332,830 10
Lisa & Doug Jameson
194,779
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Chart Toppers January 2014
Personal Best Volume Month March 2014 PERSONAL
BEST
Associated Revenue Pelli
Duct Residential Mattos Spinner & Morrison
Thomas Irvolino III SERVPRO® of Teaneck/Englewood # 9280 $177,715.82
Fire Residential Pelli
In-house Construction Maughan
Mold Commercial M., P., & K. Logue
John & Kathy Moschella SERVPRO® of Stoughton/Sharon # 5927 $256,819.67
Mold Residential Pelli
Subcontract
Scott & Lisa Smith
Halko
SERVPRO® of NW & SE Dutchess County # 10206
Water Commercial
$268,547.50
Pelli
Water Residential Pelli Mattos Vingoe
Total Volume Pelli Mattos
Anthony & Danielle Palumbo SERVPRO® of Paramus # 9475 SERVPRO® of Northeast Bergen County #10275 $303,250.77
MAY 2014 - 5
“B” GOOD THE GREAT By M. Kulak RETURNING HOME ONE SUMMER NIGHT, FROM THE LAKE WHERE WE WERE BOATING, WE OPENED UP OUR KITCHEN DOOR TO FIND OUR HARDWOODS FLOATING. I RAN RIGHT IN, RUSHED DOWN THE STAIRS TO STOP THE WATER FLOWING, THEN TURNED AROUND TO MY SURPRISE, MY LIGHTS WERE ALL STILL GLOWING. SENSING DANGER, I RAN UPSTAIRS, CALLED 9-1-1 BY CELL, TURNED TO MY WIFE AND CLEARLY SAID, MY GOD WE’VE ENTERED HELL. SOLVAY RESCUE SHOWED UP FAST, WITH THE POLICE JUST BEFORE, SOLVAY’S FINEST SECURED OUR HOUSE, AND IT WAS SAFE ONCE MORE. I PLACED A CALL TO THE GOOD HANDS FOLKS, AND TOLD THEM OF OUR WOE. A PLEASANT VOICE, SAID, “WORRY NOT, WE’RE SENDING OUT SERVPRO.” SERVPRO SHOWED UP AROUND THE TIME THEY STATED THAT THEY WOULD. A CREW OF THREE, THE LEADER “C”, WITH PABLO AND “B” GOOD. NOW THESE THREE WORKED, LIKE 10 GOOD MEN, MOVING DEBRIS OUT. IT LOOKED LIKE WE WERE IN “GOOD” HANDS, AND I NEVER SENSED A DOUBT. SWIFTLY THEY WERE ALL SET UP, TO GET THE WET STUFF DRY, AND TOLD US, OUR HUMIDITY, INSIDE THE HOUSE WAS HIGH! ABOUT 5 DAYS SO “B” GOOD SAID TO BRING THE LEVELS DOWN. SUGGESTING I SHOULD LEAVE MY HOME, BROUGHT ON A LITTLE FROWN. “B” SAID OUR HOUSE WOULD REACH HIGH TEMPS, 100 PLUS DEGREES. SO WITHOUT HESITATION SEE, I HANDED “B” MY KEYS. WITH TRUST A MAJOR FACTOR HERE, THIS “GOOD” MAN HAD ALL MINE. I HAD NO DOUBT, WHEN I RETURNED, THAT ALL THINGS WOULD BE FINE. JUST AS I THOUGHT, WHEN I CAME HOME, THE WORK WAS DONE IN FASHION. IT WAS OBVIOUS THAT, A JOB WELL DONE, WAS CLEARLY “B” GOOD’S PASSION. ALLSTATE PUTS YOU IN GOOD HANDS OR SO THE MOTTO GOES. BUT SERVPRO PUT US IN “GOOD’S” HANDS, AS I AM ONE WHO KNOWS. “B” GOOD HAD LIVED UP TO HIS NAME, BY WAY OF OUR ALLSTATE. SO HERE I KNIGHT HIM, “PRINCE OF TIDES….THEE BILL GOOD THE GREAT” I HOPE ONE NEVER NEEDS SERVPRO, BUT IF INDEED ONE SHOULD, REQUEST NOT JUST THE NEAREST CREW; DEMAND THE BEST, “BILL GOOD!”
FEW MEN THESE DAYS POSSESS A TRAIT THAT ALLOW THEM TO BE TRUSTED. YOU BILL ARE ONE OF THOSE FEW. YOU MY FRIEND ARE A CREDIT TO YOUR PROFESSIONS. AND MY WIFE COLLEEN AND I ARE FOREVER GRATEFUL FOR YOUR EFFORTS IN RETURNING MY HOME BACK TO NORMAL. I WOULD ALSO LIKE TO THANK CHRISTINE AND PABLO AS WELL, FOR THEIR ELITE WORKMANSHIP AND PROFESSIONALISM. THANK YOU AGAIN BILL AND GOD BLESS YOU AND YOURS.
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April 17, 2014 On February 22, 2014 SERVPRO of Jefferson County employees Craig Barkley and Heather Gay gave birth to Owen Barkley. Owen was extremely premature and weighed 1lb. 2 oz. at birth. He was immediately transferred to Upstate Medical Center Pediatric Intensive Care Unit in Syracuse, NY, where he will reside for the foreseeable future. In an effort to help offset the cost of traveling back and forth from home to Syracuse and lodging while they are there, we have started the “Strength for Owen” initiative. The family is selling wrist bands and a few fundraisers are planned. Any assistance from our fellow franchises would be greatly appreciated. Medical costs are being handled for the most part by insurance. Donations can be sent to our office at 800 Starbuck Avenue, Suite B-4 Watertown, NY 13601. Please make checks out to Owen Barkley c/o Heather Gay. As of today, Owen is up to 2.7 lbs. and has surprised everyone with his resilience and strength. Mark J. Zegarelli Owner
MAY 2014 - 7
AREA MEETING April 4-5, 2014 Door Prizes DOOR PRIZE
CONTRIBUTOR
WINNER
$500 Visa Gift Card
CRDN
Ron Dion
$75 Lowe’s gift card
Sunbelt
John Maughan
$75 Lowe’s gift card
Sunbelt
Scott & Lisa Smith
$75 Lowe’s gift card
Sunbelt
Don McKendall
$75 Lowe’s gift card
Sunbelt
John & Blake Zoephel
Kindle Fire HDX
1-800-Pack Rat
Joe & Denise Comilloni
1 Case of Benefect
Benefect
Antonio Senese
1 Case of Benefect
Benefect
Antonio Senese
$100 Visa Gift Card
Benefect
Antonio Senese
PS 600 Mini Poly Air Scrubber
Nikro Industries
Doug Glassman
$50 Amex Gift Card
ERS
David Kluger
$50 Amex Gift Card
ERS
Lisa & Doug Jameson
$50 Amex Gift Card
ERS
John Halko
$50 Amex Gift Card
ERS
Salvatore Marinello
Dri-Eaz VELO Pro Air Mover
Legend Brands/Dri-Eaz
Forrest & Hillary Sheperd
Stackable CAM Pro Air Mover
Phoenix
Steve & Eileen Malone
Laptop Bag and Padfolio
Best Bus. Systems
Michael Reilly
2 Yellow Duct & Bags
CRW Supply
Scott O’Donnell
Tech Scan Pinless Moisture Meter
Delmhorst
Ted & Kristen White
IICRC Gift Certificate
TMC Group
Dan Violante
IICRC Gift Certificate
TMC Group
Len Amato
8 - SERVPRO速 SUN
AREA MEETING April 4-5, 2014 SERVPRO速 of Southern New England & New York | SERVPRO速 of Upstate New York | SERVPRO速 of New Jersey 2014
MAY 2014 - 9
We appreciate all Area Meeting attendees who actively participated in the SWOT, Strengths, Weaknesses, Opportunities, Threats, analysis exercise at the recent Area Meeting. As a group we were able to clarify and identify specific organizational and marketing challenges most franchises experience, while understanding the tremendous potential that we have to expand the SERVPRO ‘Brand’ and increase market share utilizing our franchise organization’s many strengths and service opportunities via service expansion, increased capacities, and commercial market growth. The following charts reflect the result of the exercise for the Key Result Areas of Production, Administration, and Marketing.
10 - SERVPRO® SUN
FIRST to Register! Congratulations to Michael Reilly, SERVPRO of Toms River and Point Pleasant, New Jersey.
Michael “made it happen” and was the FIRST Franchisee to register for the 2014 SERVPRO Annual Convention.
MAY 2014 - 11
Words of Wisdom If winning isn't everything, why do they keep score? Vince Lombardi The score never interested me, only the game. Mae West Money was never a big motivation for me, except as a way to keep score. The real excitement is playing the game. Donald Trump Life is a game. Money is how we keep score. Ted Turner Life is a full-contact sport, and there's a score up on the board. Phil McGraw Money is just a way of keeping score. H. L. Hunt My job is to score goals. Peter Bondra You have got to pay attention, you have got to study and you have to do your homework. You have to score higher than everybody. Otherwise, there is always somebody there waiting to take your place. Daisy Fuentes The game of life is a lot like football. You have to tackle your problems, block your fears, and score your points when you get the opportunity. Lewis Grizzard Every time I step on the field, I'm going to give my whole heart regardless of the score. Tim Tebow To win you have to score one more goal than your opponent. Johan Cruijff You only need to make one big score in finance to be a hero forever. Merton Miller The most insignificant score is the score at halftime. Gresham Barrett You have to know how to score. Brett Hull