September
2012
In this issue: 1 The Active Jobs Management Monitor And the Completed Jobs Management Monitor 2 The Owner Validation SERVPRO Code of Ethics 3 Personal Best, Volume Leader 4 Inside My Cubicle and Out Chart Toppers 6 Save the Date! 7 Training Certificates 8 Words of Wisdom
SUN
T HE
SERVPRO速 of Southern New England and New York
The Active Jobs Management Monitor and The Completed Jobs Management Monitor By Robert Willis
SAVE the DATE December 1, 2012 Annual Awards Program and Tradeshow Foxwoods Resort
Servpro Industries has recently released the Active and Completed Jobs Management Monitors for use by Servpro Associates in the management of all National Accounts. These programs will condense several current ServproNET速 programs into two user-friendly, interactive web pages. The Active Monitor will allow SERVPRO Associates to view detailed accounts of all active jobs, similar to an electronic version of the Work-In-Progress board. The Monitor will allow Associates to track Jobs in all stages from Dispatch to Completion. The Monitor will show which jobs are currently due, which are past due, and when active jobs will become due. It allows for the tracking of a job in the audit process, and provides a back-up system to notify Associates if a self-audit has not been performed, or a job that was thought to be completed is still not uploaded. The Active Monitor contains quicklinks to the audit system, the e-viewer, and the Xactanalysis Administrative Controls. From this one webpage, Associates will be able to View or Add Notes, extend due dates, complete self-audits and owner validations, and track uploads. The Completed Monitor will allow Associates to view past jobs and a detailed description of the audit scorecard for that job. Scorecard components include contact, onsite, adjuster briefing, uploads and audits.
Detailed User Manuals are available on both websites: https://www.servpronet.com/Compliance/ CompletedJobsMonitor.aspx https://www.servpronet.com/Compliance/ jobsmonitor.aspx In conjunction with these releases, SERVPRO of Southern New England has begun to offer webinar sessions designed to introduce these programs to Associates. Webinars will continue throughout the month of September. Please look for e-mailed invitations from WebEx to attend these sessions. Along with the release of the Monitors, the Owner Validation is another addition to the National Accounts Audit System. The Owner Validation is intended to serve as a model of the types of questions an insurance adjuster would ask when looking through a completed file. The Owner Validation must be performed for all National Account Jobs and must be performed by the owner or general manager of the business. This will not affect self-audits, which are still mandatory and may be completed be members of the administrative staff. In October, the Active and Completed Jobs Management Monitors, and Associate compliance with NAPA Guidelines will be used as determining factors in the assignment of National Account Jobs. The scores generated in October will be used beginning November 1, 2012 to determine National Account Assignments.
2 - SERVPRO® SUN
The Owner Validation Along with the release of the Jobs Management Monitors, the Owner Validation is another addition to the National Accounts Audit System. The Owner Validation is intended to serve as a model of the types of questions an insurance adjuster would ask when looking through a completed file. The Owner Validation must be performed for all National Account Jobs and must be performed by the Owner or General Manager, not by a member of the Administrative Staff. The validation is accessible through the Active Job Management Monitor, and thus accessible from computer, tablet, and even Smartphone. This will not affect self-audits, which are still mandatory and may be completed be members of the Administrative Staff. The Owner Validation is explained in detail beginning on page 29 of the Active Jobs Management Monitor Users Manual. The explanation is step-by-step, complete with screen-shots and guide markers.
place. National Account Participants and Insurance Companies exist in a delicate balance, and a rating system is necessary to evaluate the effectiveness of the relationship. If the Owner Validation is completed with patience and care, it will reduce the number of disputes by adjusters, improve the reputation of the SERVPRO brand, and ultimately facilitate faster payment to Servpro Associates. The Owner Validation will take a few minutes to review and understand initially. In addition, it will take a few minutes every time it is performed. But the tradeoff for this minimal addition to administrative and quality controls is well worth it. The Owner Validation will catch potential errors before the file leaves the Associate’s office, bring down the number of overall adjuster disputes, and improve the overall interaction between adjusters and Franchise Associates. Please take a few minutes to review the Owner Validation, and keep an eye out for webinars throughout September.
When performing the Owner Validation, it is important to remember the reason the Owner Validation has been put in
SERVPRO 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.
SEPTEMBER 2012 - 3
Personal Best Volume Month July 2012
John & Madeline Beck SERVPRO速 of North Huntington
$315,984.94 Frank and Daria Solano SERVPRO速 of Greater Smithtown
$199,830.53 James Gibbs
PERSONAL
BEST
SERVPRO速 of Egg Harbor/Ventnor City
$219,918.57
Top Ten Volume Leaders Gross Volume Leaders July 2012
Per License Average Volume Leaders July 2012
1
Dave Kluger
950,972
John & Madeline Beck
404,031
2
Steve & Brenda Young
465,475
James Gibbs
219,918
3
John Maughan
434,165
Lance & Jennifer Harvey
202,708
4
Joe Pelli
419,127
Frank & Daria Solano
199,830
5
John & Madeline Beck
315,784
Lisa & Doug Jameson
177,188
6
Frank Mattos
261,140
Greg Geaski
156,632
7
Charles & Donna Vingoe
250,945
Dave Kluger
152,614
8
John Halko
229,419
Mitch Kaikow & Stuart Cleary
146,185
9
James Gibbs
219,918
John Maughan
144,721
10
Brad & Barbara Johnson
218,860
Ralph Rimualdo
141,149
4 - SERVPRO® SUN
In my CUBICLE And out... By Melanie Hackney~ The S. U. N. writing staff expresses gratitude to all who take time to peruse this newsletter; circulate articles from it to inform, instruct, and inspire franchisees and their personnel; and in return, provide the S. U. N. with ideas, news, special dates, humor, and wisdom for the benefit and edification of all franchisees and their employees.
Chart Toppers April 2012 Associated Revenue Cleaning Commercial Cleaning Residential Duct Residential
In our visits to, and in our conversations with your offices, we have gleaned knowledge regarding the manner in which you, the franchisee, disseminate The S. U. N. monthly newsletter.
Johnson
To facilitate training your personnel, may we suggest that ALL your STAFF receive the opportunity to gain knowledge of local and regional objectives, issues, and accomplishments by thoroughly reading The S. U. N. monthly newsletter.
Fire Commercial
Additionally, we recommend each staff member initial the newsletter as they complete their reading. (Instituting this procedure for the SERVPRO Newsline is equally prudent.) The S. U. N. is a leadership, delegation, and training tool for your use...why just look at the “score” when you and your TEAM can benefit by THE game plan? Engage your TEAM by using The S. U. N.— Read and contribute articles, for the benefit of all franchisees, and inform The S. U. N.’s editor and writing staff about how we can assist you.
Mattos Rimualdo
Fire Residential Pelli Mattos In-house Construction Young Mold Commercial Mold Residential Maughan Comilloni Allen, R. Resale Rookie Gedney Rookie Subcontract Water Commercial Mattos Water Residential Mattos Young Total Volume Young Mattos Kluger, D.
July 2012 - 5
The Cost Effective Solution for Art and Collectible Claims ART - Art Recovery Technologies specializes in restoration of a wide range of valued art pieces. ART also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork. Let our staff of experts simplify your fine art or collectible claim. We ensure prompt, accurate and confidential performance that will satisfy the most discriminating collector or insurance professional.
Professional Restoration Services: Paintings Works on Paper Sculptures Photographs
Museums Historical Documents Fine Antiques Taxidermy
Textiles Collectibles Ceramics Murals/Mosaics
National Hot Line: 800-227-0796
Use your smart phone to scan this code or go to www.artrecoverytech.com
24/7/365 Emergency Response ART - National Headquarters 11847 Levan Road Livonia, MI 48150 continues on page 6 For more information about ART visit www.artrecoverytech.com
SEPTEMBER 2012 - 7
SERVPRO Training ®
SERVPRO® of
Crew Training
Water Certification
Fire Certification
Carpet & Upholstery Certification
Binghamton East
Connor Plonski
Connor Plonski
Connor Plonski
Connor Plonski
South West Morris County
Obed Saldana Moises Lom
Moises Lom
Timothy Grungo
Timothy Grungo
Upper Cape Cod & The Islands
Moises Lom
Southern Saratoga County
Bill Coiner
Upper Cape Cod & The Islands
Timothy Grungo
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 Personal leadership is the process of keeping your vision and values before you and aligning your life to be congruent with them. ~Stephen Covey We will always remember. We will always be proud. We will always be prepared, so we will always be free. ~ Ronald Reagan Be Prepared... the meaning of the motto is that a scout must prepare himself by previous thinking out and practicing how to act on any accident or emergency so that he is never taken by surprise. ~ Robert Baden-Powell I am prepared for the worst, but hope for the best. ~ Benjamin Disraeli I am prepared to meet my Maker. Whether my Maker is prepared for the great ordeal of meeting me is another matter. ~ Winston Churchill Be prepared and be honest. ~ John Wooden People only see what they are prepared to see. ~ Ralph Waldo Emerson You can do anything in this world if you are prepared to take the consequences. ~ W. Somerset Maugham If I had eight hours to chop down a tree, I’d spend six sharpening my axe. ~ Abraham Lincoln If the people knew how hard I had to work to gain my mastery, it wouldn’t seem wonderful at all. ~ Michelangelo
April 2012 - 7
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
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