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SERVPRO Sun April 2013
Citation preview
SUNSERVPRO® of Southern New England and New York
THE
APRIL 2013
In this issue:
1 The Best People3 Personal Best Top 10 Volume Leaders4 SERVPRO® Regional Meeting6-7 2013 Advertising Resource Guide8 A Night At The Movies11 Mapping Technology Impact of LinkedIn 12 Words of Wisdom
The Best PeopleThe best people have strong integrity, work ethic, technical competence and a “Here to
Help” customer service attitude. They also demonstrate personal growth and a team
focus. They understand the vision of the company.
The best people are the cornerstone of an effective, efficient, and successful business.
Office administration can be flawless, but if production employees do poor work, it is
irrelevant. Production may operate at an unparalleled level of excellence, but if there are
no quality marketers, there will be no jobs to produce. Without quality administrators,
frequent and well-produced jobs will not be billed and collected within cost-effective time
periods. In order to be the best SERVPRO possible, every role in the organization
must be filled with the best person for the job.
Of course, the best people do not necessarily start out that way. Sometimes, the best
people must be developed by an organization that finds the right people, and works
with that right person to make them the best person.
As the Annual Board Meetings continue here at the distributorship, we have had the
opportunity to speak with our Franchise Associates about the challenges they face
finding the best people to be a part of their SERVPRO organization. We often hear
that Franchise Associates have trouble finding the best person to fill the role of Servpro
Marketing Representative, both route marketer and mid-level marketer.
Continued on page 2
Chart Toppers November 2012 Associated Revenue LoiaconoCleaning Commercial Cleaning Residential Solano Duct Residential Duct Commercial Fire Commercial SepeFire Residential In-house Construction Young SepeMold Commercial Wallace JonesMold Residential Rookie Pullham LoiaconoSubcontract KlugerWater Commercial Water Residential O’DonnellTotal Volume D. Kluger
2 - SERVPRO® SUN
Hiring the appropriate marketer is a perfect example of trying
to fill the marketing role and responsibility with the best person,
but not finding an accomplished applicant for the job. In this
situation, the first step is finding the right person, or even a
capable person, and working with them to learn the SERVPRO
system to develop the right person for the job into the best
person for their role within the organization. Franchise Associates
must be willing to invest in their people to help them meet their
best potential.
The best employees are well trained and educated in the
restoration field. Training and development of employees,
even those who are already the best for the role, does not mean
micro-management. Once the best employee is trained and
ready to attend to the responsibilities of their role, the Owner
needs only to supervise and give advice when necessary.
Continuing Education such as WRT, ASD and other IICRC
programs help the best employees stay on top of their game
thereby adding great value to their employer’s bottom line.
It is practical, even necessary, for a Franchise Owner to take an
approach of “the best or nothing at all” toward their personal
performance; however, it is not practical for Franchise
Associates to expect the same level of commitment from
their employees. The Franchise Associate that expects
employees to approach their jobs with the same level of
commitment as the Owner is destined for disappointment.
Owners must instead focus their efforts on finding capable
employees that are the right fit for a job and working with
them to continue training and education to ensure each
employee is the best they can be.
The best people are capable of adopting the vision of the
organization. No employee can fit well within an organization
if she thinks she is above the rules, or more valuable than fellow
employees are. Practical necessities make some employees more
valuable in specific segments of business operations, but the
overall health of the business depends on balance. The best
employees will seek out their place within the organization that
coincides with the owner’s vision, and will therefore find a place
of balance among their fellow employees.
The best people know that the customer is always right. Of
course, as business operators, we know that most of the time the
customer is wrong. Customers are uninitiated, traumatized, and
stressed by the factors of their particular loss. For them, it is not
Tuesday at work. For them, it is a major disruption in their life.
The best employees will recognize the customer’s situation; help
the customers to see that the disruption is only temporary, and
guide the customer in such a way that even if they are wrong,
they think they’re right. Moreover, the best Servpro employee
will make your customer’s problem “like it never even happened”!
Continued from page 1
PERSONAL
BEST
GROSS VOLUME LEADERSFebruary 2013
PER LICENSE AVERAGE VOLUME LEADERSFebruary 2013
1 David Kluger 968,029 Scott O’Donnell 256,329
2 John Maughan 530,201 Doug & Lisa Jameson 228,698
3 Frank Mattos 428,686 Craig Nunan 239,020
4 Joe Pelli 352,196 Chris Fyrberg 227,492
5 Patrick Jones 339,276 Robert Allen 210,156
6 Michael Reilly 327,521 John Majeski 209,847
7 Charles & Donna Vingoe 266,065 Lance & Jennifer Harvey 202,255
8 Robert Citrangola 261,279 James Gibbs 174,619
9 Scott O’Donnell 256,329 Michael Reilly 163,760
10 Lou & Michelle, Danielle, Justin Sepe & Nicole Travis 255,314 David Kluger 161,388
Top 10 Volume Leaders
APRIL 2013 - 3
Personal Best Volume Month February 2013
Chris Fyrberg
SERVPRO® of Manahawkin # 9949
$227,492.93
robert Allen
SERVPRO® of Northwest Brooklyn # 9821
$210,156.29
John MAJeski
SERVPRO® of Eatontown/Long Branch # 9598
$209,847.11
Sales and MarketingWeekly CommunicationSales and Marketing
Weekly Communication
Weekly e-Zine: September 10, 2012 For Owners to Review and Share with their Marketing Representatives
A Night at the MoviesVanessa Douillard, Marketing Representative for SERVPRO® of Peekskill/Ossining and SERVPRO® of Tarrytown/
Elmsford (NY), shared information about a movie event the Franchise held. “We had our first ever movie night at the
beautiful historic Paramount Theatre in Peekskill, NY. We offered our event in February and created invitation flyers
for the event which we titled, ‘Fall in Love with SERVPRO®.’ Everything was free for our attendees. We gave our
guests popcorn and beverages, which were served in SERVPRO® stadium cups. We wanted both families and singles
to enjoy the night so we offered a double feature. At 5pm we showed Shrek and at 8pm we showed Dear John.
Why Dear John you ask? Well, it along with Shrek are both love stories, which tied into our theme ‘Fall in Love
with SERVPRO®’ and also the month of February.
We asked our attendees to bring in donations for our MARINES! Guests brought in toiletries and dry goods. Our
MARINES like to receive shaving cream, cereal and other snacks that may not be available. These men are on budgets
and sometimes the little things can be a luxury. The MARINES at our local recruitment office volunteered to dress
in their blues and receive the donations before each movie. It was a great turnout! For the movie previews we
showed our 2012 commercials. The community loved it and our Mayor came out with her husband and enjoyed
the night. It was our first movie night, but it won’t be our last. We will do this every year!”
While the above movie night event took place in February, it could be used any time, especially in the cooler or
winter months. You could even use the same theme ‘Fall in love with SERVPRO®’ for the upcoming Fall months.
Showing SERVPRO® commercials as previews and incorporating a fundraiser to benefit others are both great ideas.
Is your Franchise looking for something unique, creative and inexpensive to send out
to your customers? The Resource Center recently shared a Bulletin (#CA6921-F) about
a new vendor, Parker’s Crazy Cookies. SERVPRO® collections come with four characters:
SERVPRO® Heroes (both Stormy and Blaze), SERVPRO® Logo and the SERVPRO®
Van. These are very similar to animal crackers, but SERVPRO® crackers, or actually
cookies! Refer to the Bulletin dated 8-28-12 for additional details and order information.
Independently Owned and Operated Like it never even happened.®
4 - SERVPRO® SUN
The SERVPRO® Regional Meeting held in Norwalk, Connecticut on March 13, 2013, included presentations by Rick Forster, Rhea Pulliam, and Andy Daniels. Rick Forster presented the Vision of Servpro Corporate for 2013, which included several Projected Deliverables, including the Rollout of FNOL/DryBook and DryBook Mobile, and a new ServproNET®. Effective communication between the Corporate Office in Gallatin, Tennessee and Franchisees was discussed, not necessarily more communication, simply more effective communication.
Andy Daniels addressed the DryBook Rollout. Each Franchise should strive to have two certified users on staff. Ideally, the two should include the Franchise Owner and one Manager, either the Production Manager or Office Manager. Select employees are also encouraged to become certified. Training will be offered through our office later in the spring. Andy also gave a presentation on hiring the best people for your Franchise Team. The presentation highlighted common hiring mistakes, ten steps to a quality hire and training for those hires. Production issues completed Andy’s presentation at the Regional Meeting. Additional and updated Production Guidelines are now available on ServproNET®. Warehouses with adequate room for storage are key for those Franchises looking to expand.
Rhea Pulliam gave us presentations that included “The Wall”, Marketing updates, and The SERVPRO® Way. Many offices have a “wall” setup to track a job from the First Notice of Loss (FNOL) through final payment. It is a great visual way to see where each job stands in the process. Each Franchise office can tweak the procedure to reflect the processes that are in place in their particular office. It also works as great training tool for new office employees. The Marketing presentation included the new Servpro Marketing Representative (SMR) Vision and tools to help Franchises find the most effective SMR’s and help them become productive and profitable.
Rhea’s final presentation was on The SERVPRO® Way. The SERVPRO® Way, presented by Rick Isaacson, is a program to aid in Personal Development and there are currently ten (10) modules on ServproNET® to aid in setting and achieving personal goals.
“The SERVPRO Way is a compilation of more than 40 years of training, education, and influences on the SERVPRO organization. From the very beginning, the idea of developing oneself, from the inside out,
is at the core of what we believe it takes to be successful in business and in life.”
The SERVPRO® Regional Meeting
Personal Goals Drive Business GoalsPersonal Goals Drive Business Goals
APRIL 2013 - 5
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6 - SERVPRO® SUN
APRIL 2013 - 7
• Telephone calls• Directories of any kind
(Yellow Pages, Claim Pages, etc.)• Memberships in clubs, associations,
or organizations• Newspaper or other
printed media• Radio or television• Trade shows
• Events such as golf tournaments, classes, or courses
• Flyers or brochures• Facsimiles transmitted via
telephone or data lines• E-mails, e-mail addresses,• Web pages or Websites• Vehicle decals, building decals
or lettering
• Signs and billboards• Apparel or uniforms• Letterhead, envelopes, and
business cards• Invoices or forms• Fax cover sheets• Checks
The 2013 ADVERTISING RESOURCE GUIDE publication is your reference to advertising policies, graphic design standards, and sample advertisements.
The 2013 ARG provides SERVPRO’s most current policies and procedures for advertising.
ADVERTISING IS DEFINED ASany form of communication between the Franchise and any customer,
potential customer or the general public through any means to include but not limited to:
1 Introduction2 Advertising Policies and Procedures/Policies for All Advertising/Advertising Defined3 Advertising Checklist4 Typical Advertisement Approval Procedures/Telephone Directory Advertising5 Entity Names6 Telephone Numbers, Addresses/Toll-Free Telephone Numbers/Addresses7 Funds8 The SERVPRO® Brand/Acquiring Branding Elements9 SERVPRO® House Logo12 SERVPRO® Branding Statement13 SERVPRO® Brand Descriptor14 SERVPRO® Brand Positioning Statements15 Franchise Disclaimer16 Branding Icons17 Images18 Colors19 Fonts
20 SERVPRO® System Services21 Branding Claims22 Commonly Misspelled Words and Phrases23 Print Advertising/Acquiring Advertising Templates24 Custom Ad Service25 Advertising Templates32 Web Advertising/Franchise Websites34 Domain Names35 Email Addresses37 Outdoor Advertising/Building Signage38 Events and Trade Shows39 Billboards and Public Signage40 Promotional Supplies and Giveaways41 Video and Audio Advertising/Television Advertising43 Office Documents/Business Cards47 Letterhead and Envelopes50 Uniforms51 SERVPRO® Vehicles58 Disaster Recovery Team® ARG
ALL ADS MUST BE APPROVED BY A. YOUR TRAINER AND B. THE LEGAL DEPARTMENTAND C. INCLUDE A COMPLETED COPY OF THE 2013 AD RESOURCE GUIDE CHECKLIST
Table of Contents
8 - SERVPRO® SUN
SERVPRO® Advertising Resource Guide 2013CONTACT INFORMATION
Legal Department Advertising Approvals
Dana Clark - Legal Assistant Allison King - Secretary 615-451-0200 x1365 615-451-0200 x1356 [email protected] [email protected]
Web Services, Web Sites, Email Addresses, or Internet Information
Scott VanDeBurg - Web Services Manager Tamara Cantrell - Web Content Developer 615-451-0200 x1743 615-451-0200 x1428 [email protected] [email protected]
Marketing Services Graphics, Branding or Advertising Templates
Stephen Hickey - Senior Graphic Designer Tom Warren - Graphic Designer 615-451-0200 x1434 615-451-0200 x1543 [email protected] [email protected]
Communications, Press Releases or Marketing Information
Kim Kramer - Communications Coordinator Casey Gravlee - Marketing Coordinator 615-451-0200 x1644 615-451-0200 x1602 [email protected] [email protected]
Chris Layfield - Business Development Specialist 615-451-0200 x1931 [email protected]
Sub region Funds
Kathy Farley - National Advertising and Marketing Coordinator 615-451-0200 x1507 [email protected]
Marketing Services Home Page
https://www.servpronet.com/users/marketing/default.asp
APRIL 2013 -9
Mapping Technology Impact on Call Center Dispatch and the Franchise Locator on Servpro.com
It’s called geocoding.New technology allows the SERVPRO® National Call Center to dispatch job leads using the geocoded address of a job lead, meaning the exact location of the job based on latitude and longitude. The same technology will also be used in the Franchise Locator on Servpro.com. When dispatching losses to Servpro Franchises geocoding is far more precise than by the zip code alone. The system has been implemented to alleviate the ‘shared’ zip code concerns, which Franchise Associates had experienced and that SERVPRO® no longer permits.
If a street address that falls within your Franchise Territory bounds has a loss and Servpro.com is utilized, your Franchise office should be identified as the nearest Servpro Franchise if your dispatch status is GREEN and the same is true if a call comes into the SERVPRO® National Call Center in Gallatin, Tennessee.
For more information, please see Bulletin 4083 F dated May 4, 2012, from Donna Corso National Call Center Manager at the SERVPRO® National Call Center and Eric Hopper, Field Operations Division Manager.
Please contact your Distributor with any questions.
The Impact of Social Selling Infographic
New Social Selling research from Aberdeen shows that sales people that leverage social media have a huge impact on revenue and customer retention. Social Selling using the most popular social network for professionals can identify and accelerate opportunities.
Being connected through social networks increases your ability to eliminate cold-calls by focusing on the people you have con-nections with and maintain those relationships outside of traditional sales processes. By adopting social selling techniques like connecting and sharing relevant content with your network, you increase your ability to reach further out than your existing connections in more effective ways that result in more revenue.
This infographic highlights some of the most impactful ways that LinkedIn and Social Selling can help a sales professional.
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10 - SERVPRO® SUN
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APRIL 2013 - 11
Words of WisdomWords of WisdomThe best or nothing at all
Gottlieb Daimler
Get the best people and train them well. Scott McNealy
It’s a matter of taking the side of the weak against the strong,something the best people have always done.
Harriet Beecher Stowe
In life, I’ve learned one thing; if you want to be good you have to connect with the best people.
Guy Laliberte
The best people renounce all for one goal...
Heraclitus
Surround yourself with the best people you can find, delegate authority, and don’t interfere as long as
the policy you’ve decided upon is being carried out.Ronald Reagan
People are definitely a company’s greatest asset. It doesn’t make any difference whether the product is cars or cosmetics.
A company is only as good as the people it keeps.Mary Kay Ash
Businesses are made by people. We’ve proven time and time again that you can have wonderful shop,
and put a bloke in there who’s no good, and he’ll stuff it up. Put a good bloke in, and it just turns around like that.
Gerry Harvey
I am convinced that nothing we do is more important than hiring and developing people.
At the end of the day you bet on people, not on strategies.Lawrence Bossidy
If you pick the right people and give them the opportunity to spread their wings...
you almost don’t have to manage them.Jack Welch
It is not enough that we do our best; sometimes we must do what is required.
Winston S. Churchill
12 - SERVPRO® SUN