servpro sun february, 2013
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SERVPRO Sun, February 2013TRANSCRIPT
SUNSERVPRO® of Southern New England and New York
THE
FEBRUARY 2013
The BEST LEADER is focused on growing leadership knowledge and skill to create a quality team focused on revenue and profit growth, excellent service and continuous improvement to maintain the premier company status.
LEADERS are aware of the financial organization of the business. With 2013 Board Meetings underway, we see again the importance of financial organization and positive cash flow to the health of the business. Leaders must have a thorough understanding of the financial status of the business in order to ensure that key areas receive the necessary attention and support to thrive. This requires participation and communication with administrative and bookkeeping staff members as well as outside professional service providers such as attorneys and accountants.
LEADERS take initiative to implement proven successful strategies in their business. The ERP and the READY App are successful in creating brand awareness and encouraging a presence in the commercial market. Emergency READY Program phase 2 is now active; check out ServproNET® for a comprehensive implementation strategy.
LEADERS surround themselves with knowledgeable people. By continuing the education of all human resources, a leader insures the best possible effort. Invest in your people and they will invest in you. Production Managers, Crew Chiefs, and key Administrative Staff should be WRT and ASD certified. Estimators and mid-level Marketers should know the function and advantages of SERVPRO cleaning equipment and have general
In this issue:
1 The Best Leader2 CEO Award Winners3 Top 10 Volume Leaders4 Chart Toppers, Personal Best5 New Franchises7 Kudos8 Customer Service First9 Regional 201310 Handling Call Center Cancellations Correctly
1. Active Listening 2. Agenda Process 3. Budgeting 4. Calendaring 5. Communications 6. Conflict Management 7. Debriefing 8. Delegation a. Know b. Show c. Do d. Review e. Evaluate 9. Discussion Leading 10. Empowerment 11. Evaluation 12. Facilitation 13. Followership 14. Judgment 15. Motivation 16. Observation 17. Organization 18. Planning 19. Public Speaking 20. Time Management a. Assess b. Organize c. Plan d. Prioritize e. Schedule21. Visualization
Leadership Skills
The Best Leader
2 - SERVPRO® SUN
ideas of square foot pricing for various levels of damage. Route Sale Marketers and all Administrative Staff should know the advantages of SERVPRO cleaning products over generally available cleaners. SERVPRO franchises have a contractual obligation to use only SERVPRO approved products or written permission to use non-SERVPRO products. Robert Tedone, our Production Training Specialist, who is an expert on the use of SERVPRO products will be conducting a monthly review of several cleaning agents, deodorizers, and disinfectants in the SERVPRO product line via webinars. When these are announced, we encourage you to schedule your applicable employees (Production, Servpro Marketing Representatives, and Administrative Staff ) to attend these sessions.
LEADERS respond to changes in the industry. The relationship between SERVPRO and the insurance organizations on our National Accounts Program is evolving and growing; therefore, the administration of your business must evolve and grow as well. New requirements or procedures may seem unnecessary or even adversarial, but these growing pains are part of an evolving business model, and adapting is what sets successful leaders apart.
LEADERS stay current. As SERVPRO Franchise Owners and Managers, it is critical to have an advantage over the competition. This might include proficiency with the ERP Mobil App, Electronic Document Usage via iPhone and iPad technology, and the Servpro DryBook, a project for which SERVPRO Industries, Inc. has great expectations. Training on DryBook Usage is tentatively scheduled to begin in early spring. Taking time now to research and learn about this program will yield higher results when the program is active. Check out ‘What’s New’ on ServproNET® and stay tuned for the Distributorship Website coming soon.
Check ServproNET®
for something NEW
CEOAward WinnersNovember 2012
DISTRIBUTORFred Cohn
SERVPRO® of Southern New England and New York
SERVPRO® of Upstate New York
SERVPRO® of New Jersey
ASSOCIATEMichael Reilly
SERVPRO® of Toms River
SERVPRO® of Point Pleasant (NJ)
GROSS VOLUME LEADERSDecember 2012
PER LICENSE AVERAGE VOLUME LEADERSDecember 2012
1 D. Kluger 1,493,817 Steve & Brenda Young 340,499
2 Steve & Brenda Young 1,361,999 Lance & Jennifer Harvey 271,451
3 John Maughan 651,372 Anthony & Danielle Palumbo 260,157
4 Frank Mattos 533,377 D. Kluger 248,969
5 Joe Pelli 499,391 Dan Allen 236,116
6 Lou & Michelle, Danielle, Justin Sepe & Nicole Travis 423,732 Thomas & Lisa Balcom 233,456
7 Michael Logue 323,468 Daniel & Allison Wallace 219,612
8 Patrick Jones 310,241 Greg & Allison Geaski 217,777
9 Charles & Donna Vingoe 279,451 Doug & Lisa Jameson 211,575
10 Lance & Jennifer Harvey 271,132 Scott O’Donnell 209,963
Top Ten Volume Leaders
FEBRUARY 2013 - 3
PERSONAL
BEST
4 - SERVPRO® SUN
Dan allen
SERVPRO® of NW and SE Dutchess County #9373
$236,116.25
John MaJeski
SERVPRO® of Eatontown/Long Branch #9598
$196,667.64
Craig nunan
SERVPRO® of Salem County #9716
$183,345.18
WilliaM ThoMpson
SERVPRO® of Aberdeen/Holmdel #9708
$127,845.87
Personal BestVolume Month
December 2012
Chart Toppers
August 2012 Associated Revenue K. Spinner/R. Morrison Brad & Barbara JohnsonFire Commercial M. Kaikow & S. ClearyIn-house Construction Steve & Brenda YoungMold Residential John MaughanSubcontract David KlugerWater Commercial M. Logue & P. & K. LogueTotal Volume David Kluger
July 2012 Cleaning Residential David KlugerDuct Residential Frank MattosFire Commercial David Kluger Joe PelliIn-house Construction Steve & Brenda YoungMold Commercial James Gibbs Michael Reilly John MaughanMold Residential Brad & Barbara Johnson R. Citrangola & R. KlugerSubcontract David KlugerWater Commercial Steve & Brenda Young David KlugerWater Residential Steve & Brenda YoungTotal Volume David Kluger
NOVEMBER 2012 - 76 - SERVPRO® SUN FEBRUARY 2013 - 5
Personal BestVolume Month
December 2012
INTRODUCING NEW FRANCHISERalph & Noemi DiCristofaro
SERVPRO® of Bloomfield/Enfield # 10121
43 Barber Pond Road, Suite B • Bloomfield, CT 06002Business: 860.216.2785 • Fax: 860.216.2762
E-mail: [email protected]
OPERATING TERRITORY: The bounded area in Hartford County, Connecticut that is described as the entire Towns of Enfield, Suffield, Hartland, East Granby, Granby and Bloomfield.....
INTRODUCING NEW FRANCHISERonald & Maria Zdrojeski
SERVPRO® of Southeast Brooklyn #10138
4023 Avenue T • Brooklyn, NY 11234 Phone: 718.252.0399 • Fax: 718.228.9562
E-Mail: [email protected]
OPERATING TERRITORY: The bounded area in Kings County, New York that is described as beginning at the intersection of the Long Island Railroad and Ocean Ave. from that point, then proceeding east and northeast on the Long Island Railroad to Linden Boulevard from that point, then proceeding east and northeast on Linden Boulevard to the King/Queens County Line from that point, then proceeding south, west, south, west and southeast on the Kings/Queens County line to Jamaica Bay from that point, then proceeding southwest, south and west on Jamaica Bay to Sheepshead Bay from that point, then proceeding west on Sheepshead Bay to Ocean Ave. from that point, then proceeding north on Ocean Ave. to the Long Island Railroad to the point of beginning.....
A SECOND SERVPRO® LICENSE FORLance & Jennifer Harvey
SERVPRO® of Lower Manhattan #10152
51 Fairmount Avenue • Jersey City, NJ 07304Phone: 212.564.6365 • Fax: 201..656.0037
E-Mail: [email protected]
OPERATING TERRITORY: The bounded area in New York County, New York that is described as that portion of New York County (Manhattan Borough) that is south of 15th Street ...
When Your Reputation is on the Line,
Lean on CRDN
24-Hour Claim Assignment800-963-CRDN (2736) | www.crdn.com
CRDN of Central ConnecticutFarmington, 860-606-0055
CRDN of New JerseyBound Brook, 732-356-2642
CRDN of Western New YorkBuffalo, 716-332-0958
CRDN of Eastern New YorkSchenectady, 518-779-3406
CRDN of the Five BurroughsNew York City, 631-465-9600
CRDN of Rhode Island,Eastern CT & Northeast MA
Warwick, 401-640-3844
CRDN of Westchester/Fairfield & Long Island
Pleasantville, 566-273-6696
CRDN of Greater Boston& Southeast MA
Taunton, 508-822-6161
With 25 CRDN Facilities inNY, NJ, CT, RI and MA,
Our Emergency ResponseIsn’t Just Fast...
It’s Immediate
6 - SERVPRO® SUN
6 - SERVPRO® SUN FEBRUARY 2013 - 7
Front row starting from left to right Anggie Lobdell Claims Specialist, Rebekah Guss Claims Specialist, Vince Mangan Marketing Specialist, John Halko Owner Specialist (really it is just owner but I was running with the trend!)
The others in the photograph are CEO Ambassadors from Center State as they congratulate John Halko, owner of SERVPRO of North Onondaga, SERVPRO of East Onondaga, and SERVPRO of Oswego Counties during the Grand Opening of his new facility.
John finished renovations and moved into his new 30,000+ square foot building in East Syracuse, New York in September 2012.
The open house was held in November and highlighted the state-of-the-art cleaning room, which includes the following: a Fireline Ultra-Sonic machine, an electronics cleaning station, an indoor garage for John’s 20+ vehicles. The new Conference Room seats up to 32 in classroom style and has a HD projector, Apple TV, laptop port and Wi-Fi, energy saving lighting system with motion sensors, and 14 overhead garage doors with 4 loading docks.
Congratulations, John!
The Recognized National Industry Leaderin Recovery and Restoration Technology
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.
Industrial and Commercial Services:Commercial ElectronicsIndustrial Equipment Control Systems
Manufacturing & Process EquipmentRestaurant Equipment
Medical/Lab EquipmentData Recovery
Industrial Equipment Rebuilding: Post-Disaster
On average, ERS’ restoration services can be completed for LESS THAN 38% of replacement cost and we offer a warranty on all equipment serviced.
Preferred National Vendor Specializing in Large Loss
F o r m o re 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
Before After
Control Cabinets Automated Machinery Data Recovery
National Hot Line: 888-355-000124/7/365 Emergency Response
ERS - National Headquarters 12001 Levan Road Livonia, MI 48150
Use your smart phone to scan this code
or go to www.ers-us.com
Customer Service First
8 - SERVPRO® SUN
Customer Service First
November 2012 - 5FEBRUARY 2013 - 9
LETTER OF RECOMMENDATION
Dear Ken,
I am writing you this letter to let you know of the excellent job Ken Matejek and his Servpro team from Plymouth, MA did on our home at the Jersey Shore following Hurricane Sandy.
Our crawlspace and garage had been flooded and my wife was desperately trying to get a remediation service to come in before the water and silt sat for too long.
Even though Ken was busy working on other jobs on our street, he quickly gave us a firm estimate and began work as soon as he was able. It is clear from his work that Ken is a caring person and takes pride in a job well done. Of all the contractors we dealt with in the wake of the storm, Ken and his team stand out in my mind as the most professional and most helpful.
I know Ken and his team are still working in the area and I’m always sure to toot my horn and wave if I happen to see him on a job. He is welcome to a cup of coffee at our home anytime and I just wanted to let you know that Ken is a truly outstanding representative of Servpro.
Sincerely, Paul
ERP TESTIMONIAL
Sean with Servpro of Meriden has given me peace of mind when it comes to emergency preparedness at my hotel. Knowing that my team and I have access to the emergency plans with the click of a button gives me confidence that we would be prepared to deal with an emergency in a safe, efficient, cost effective manner. The Emergency Ready Profile was easy to set up and even provided my team with a refresher learning opportunity about the property. My company has several hotels and I’m so confident in this program I am going to share it with them so we can ensure all our properties are emergency ready. Thanks Sean!
Laura ArnesonGeneral Manager
Hampton Inn Meriden-Wallingford
Locations & DatesBaltimore, MD - March 1st
Boston, MA - March 11th
Norwalk, CT - March 13th
Philadelphia, PA - March 15th
Kansas City, MO - March 27th
Coming Soon to a City Near You: Regionals 2013!The 2013 Regional Meeting Calendar is set and preparations are in order for valuable networking opportunities, sharing of best practices and learning the current information on issues that most affect the success of our Franchise Community. New this year, we’ve added another meeting to the series for more flexibility in scheduling and travel. We will soon be in a city near you, so review the information below and register on ServproNET today!Pre-Registration Information:
• Pre-register a minimum of 14 days in advance of the meeting you wish to attend to ensure sufficient handout materials are available for all attendees at each location.
• All meetings will begin at 8:00 a.m. and conclude by 4:00 p.m. • Morning coffee will be provided; however, no meals will be served. • No fee is required for Franchise Owners attending. • You may bring your key employees to this excellent training opportunity (see below).
Franchise Employee Requirement:
• Employees must be accompanied by their employer. • Employee attendance is subject to $90 course fee paid at the time of registration. • Signed non-compete agreements are required for all employees attending. • Employees must be pre-registered, have required paperwork on file, and be approved by the Training Department
prior to the date of the meeting.
Submit all Employee fees and non-compete agreements to:
Lori Wilson Rhea PulliamTraining Assistant, Servpro Industries, Inc. Training Specialist, Servpro Industries, Inc. (615) 451-0200 ext.1806 (615) 451-0200 [email protected] [email protected]
Please contact me with your comments, suggestions, and questions regarding the upcoming Regional Meetings. We welcome your input in order to make them most beneficial to you.
10 - SERVPRO® SUN
Regionals 2013 Registration
Outlook Good:Cancellation Procedures Newsline - November 2012by Jessica Carmack, National Call Center
Did you know a Magic 8 Ball has 20 different answers inside of it? Can you remember the number of times you received
an infuriating response such as, “Reply hazy, try again later” and you felt compelled to chuck it across the room because
you did not get the response you desired? There are many aspects of your job as Franchisees when you might feel like you
are actually working with a Magic 8 Ball, instead of a customer or client, but when it comes to handling cancellations cor-
rectly the outlook is good!
Magic 8 Ball Response: “Cannot Predict Now”There may be times when the SERVPRO® National Call Center will dispatch a job lead referral to your Fran-
chise, only for you to discover another restoration vendor is on-site. The correct method for cancelling the job
is as follows:
1. Notify the client so they are aware another vendor is servicing the customer.
2. For jobs dispatched to you via ScanER® XL: n Elect and notate the reason for cancellation.
• Upload the job as canceled.
3. For jobs dispatched to you via XactAnalysis®:
• Cancel the job on the Non-ScanER® XL Jobs Monitor via ServproNET®
Magic 8 Ball Response: “My Reply Is No”When you accept a job lead referral from the National Call Center and you determine you cannot service the
customer, you must immediately notify the Call Center for reassignment by following these steps:
1. Do not upload the job as a cancellation.
2. Notify the Call Center of the turn back and speak with a Customer Service Representative by calling
(615) 451-0600, option 2.
3. Once you have notified a Customer Service Representative of the turn back, delete the job from your
estimating software.
Magic 8 Ball Response: “It Is Certain”For instances when the Call Center dispatches a job lead referral to your Franchise and you discover it is certain
another SERVPRO® Franchise is already onsite, please follow these steps:
1. Notify the Call Center for reassignment and inform the Customer Service Representative if you know
which Franchise is on-site.
2. For jobs dispatched to you via ScanER® XL:
• Do not upload the job as a cancellation.
• Delete the job from ScanER® XL.
FEBRUARY 2013 - 11
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Words of Wisdom12 - SERVPRO® SUN
Our chief want is someone who will inspire us to be what we know we could be.
- Ralph Waldo Emerson
If your actions inspire others to dream more, learn more, do more and become more, you are a leader.
- John Quincy Adams
A leader is one who sees more than others see, who sees farther than others see, and who sees before others see.
- Leroy Eimes
A good leader is one who can tell another how to reach his or her potential; a great leader is one who can help another discover this potential for him or herself.
- Bo Bennett
A leader is a dealer in hope. - Napoleon Bonaparte
People ask the difference between a leader and a boss. The leader leads, and the boss drives.
- Theodore Roosevelt
Effective leadership is putting first things first.
- Stephen Covey
A leader is one who knows the way, goes the way, and shows the way.
- John C. Maxwell
The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant.
- Max de Pree
When the best leader’s work is done, the people say, ‘We did it ourselves.’
- Lao Tzu
When people go to work, they don’t leave their hearts at home. We may live in a high-tech world, but leadership is still a high-touch job.
- Lee J. Colan
As we look ahead into the next century, leaders will be those who empower others.
- Bill Gates
The task of the leader is to get his people from where they are to where they have not been.
- Henry A. Kissinger
The true measure of the value of any business leader and manager is performance.
- Brian Tracy
You cannot be a leader, and ask other people to follow you, unless you know how to follow, too.
- Sam Rayburn
Leadership and learning are indispensable to each other.
- John F. Kennedy
The growth and development of people is the highest calling of leadership.
- Harvey S. Firestone
The leaders who work most effectively, it seems to me, never say “I.” And that’s not because they have trained themselves not to say “I.” They don’t think “I.” They think “we”; they think “team.” They understand their job to be to make the team function. They accept responsibility and don’t sidestep it, but “we” gets the credit…. This is what creates trust, what enables you to get the task done.
- Peter Drucker
Leaders establish the vision for the future and set the strategy for getting there; they cause change. They motivate and inspire others to go in the right direction and they, along with everyone else, sacrifice to get there.
- John Kotter