SUNSERVPRO® of Southern New England and New York

THE

APRIL 2014

In this issue:

1 Priorities 3 Marciano & Ogden 4 Top Ten 5 1st Responder App 5 Chart Toppers 6 Make It Happen 2014 7 Convention Schedule 8 ServproNet®

9 Words of Wisdom

Some activities have more positive impact than others when working toward your goal.

Replace bad habits with successful habits: carry a journal with you for a few days and write out your schedule, but only after you complete a task, record how you actually spent your time, in fifteen-minute blocks. After you have tracked yourself for a few days or a week, you can see how your time was really spent. What was productive, and what was a distraction? Identify the points in your schedule when you were steadily productive; when you had a positive impact in getting important tasks accomplished. These are your positive impact activities.

Make this promise to yourself and keep it.Your success depends upon this commitment to

yourself, your business, and your family.

Determine what key factors allowed you to be productive. Was it the time of day? Was it your location? Had you just returned from the gym, or was it when you were under a deadline? What was the combination of factors that allowed you to be at your best? Reinforce these positive activities through repetition - the more positive activities, the greater the total impact.

Make a list and stay focused: At the end of each day, make a list of what is active, what is closed, and what will open tomorrow. Closing out open projects will reflect that day’s progress, and reinforce a sense of accomplishment. Listing active projects will give you time to think about the specific tasks associated with each active project and consider them in the context of tomorrow’s Priority List. Writing out tomorrow’s new projects or potential issues will make real-time project adjustments more fluid and less disruptive.

Taking time to think on paper is the first critical step in effective priority list management.

Once everything is in front of you, flat and level, it is easier to shift the pieces into an order that will allow you to make the most of your day.

Make It Happen!

“You have to decide what your highest

priorities are and have the courage to say no

to other things. And the way you do that is by having a bigger ‘yes’

burning inside.”

~ Stephen R. Covey

PRIORITIES

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To determine true priorities, look at everything written out for tomorrow, and decide which you would do if you could only do one, then perform this same thought experiment until you have a list in order of importance.

Now that the list is accomplished, focus on your Lead Measures.

Lead Measures are the priority actions that drive the results you want to achieve.

In order to best utilize Lead Measures and positive impact activities you must: Focus on tasks at hand: Priorities at every level insure productivity and positive impact. Staying focused and attentive is learned behavior; and requires practice to see improvement. Distractions are common in the workplace, but in order to prioritize, you must be able to detach from existing bad habits, deflect non-critical interruptions, and intervene when necessary, but always return from those distractions to the task at the top of your priority list.

To help yourself stay on task, focus first on those actions that only you can do that will make a positive impact in accomplishing goals. The second point of focus should always be the best use of time. What can be done during a certain fifteen-minute block that will be most beneficial, most effective, and most efficient in the furtherance of priority number one?

Reinforce these focal points by setting the attainable goal of accomplishing priority number one before dealing with any non-critical distractions. It may not happen the first or even the tenth time you use a daily priority list, but soon it will happen, and then it will happen more frequently. After you have begun to organize your positive actions into a system for priority management and goal accomplishment, moving through the priority list will become easier each day.

Of course, even the best list cannot account for the unpredictable crisis.

Lead Measures can help managers and coordinators handle unexpected project changes: After the priority list is complete, and the positive actions in furtherance of those priorities are outlined, it is the execution of these actions, and reaction to the unexpected, that will determine the usefulness of the list in the completion of an organization’s priorities. Adapting to project changes is not something that can be planned for ahead of time, but the same system of prioritization can be applied to the new situation.

Stay focused on the problems that can be solved if there is immediate action. Do not waste time considering worst-case scenarios, or waste time with worry about situations that cannot be resolved. Nor should any priority be given to situations that will resolve themselves without immediate intervention. Instead, stay focused on the problems, decisions, and activities where immediate action is essential to salvaging the situation and making sure it does not derail the day’s priority list.

Determining positive activities, making the best use of time, creating a priority list, staying on task, and managing project changes.

The priorities of an organization should be in furtherance of the critical goals. If something does not help the organization move forward toward success, it is not a priority.

Focus on priorities, and see your goal accomplishment improve.

Teach Priorities to your employees your learning will accelerate

Winning is about reaching the destination you choose.~Jack Welch

APRIL 2014 - 3

PAUL MARCIANO, Ph.D.

Build a Culture of Employee Engagement with the Principles of RESPECT

1. Recognition and acknowledgment of employees’ contributions2. Empowerment via tools, resources, and information that set employees up to succeed 3. Supportive feedback through ongoing performance coaching and mentoring4. Partnering to encourage and foster collaborative working relationships5. Expectations that set clear, challenging, and attainable performance goals6. Consideration that lets employees know that they are cared about7. Trust in your employees’ abilities, skills, and judgment

JEFF OGDENB2B Marketing Expert & Professional Writer

April 4 & 5, 2014 SERVPRO® of Southern New England & New York MANDATORY DIRECTOR AREA MEETING

“MAKE IT HAPPEN” Grow Your Business

APRIL 412:00 – 5:00 pm Sessions5:30 – 7:30 pm Cocktail Reception

APRIL 59:00 am – 5:00 pm Sessions7:00 – 10:00 pm Dinner

Grand Pequot Hotel at Foxwoods Resort and Casino, Ledyard, CT

4 - SERVPRO® SUN

Gross Volume LeadersFebruary 2014

Per License Average Volume LeadersFebruary 2014

1 David Kluger 895,610 1 Lisa & Doug Jameson 255,995

2 Dion & Lynn Luzzi 859,711 2 John & Shayna Luciani 253,862

3 Allen & Susan Randolph 702,819 3 Ralph Rimualdo 199,557

4 Greg & Allison Geaski 368,905 4 Greg & Allison Geaski 184,452

5 John Halko 362,065 5 Allen & Susan Randolph 175,704

6 John Maughan 334,263 6 Risa Kluger 165,478

7 Frank Mattos 333,489 7 Kenneth & Rebecca Matejek 152,695

8 Lou & Michelle Sepe, D. & J. Sepe & N. Travis 332,976 8 James Gibbs 149,784

9 Risa Kluger 330,956 9 David Kluger 149,268

10 Charles & Donna Vingoe 280,996 10 Lance & Jennifer Harvey 130,489

Top Ten Volume Leaders

APRIL 2014 - 5

Chart Toppers

December 2013

Associated Revenue Spinner/Morrison

Cleaning Commercial Formisano

Duct Residential Mattos

Fire Commercial A. Pelli

DiCristofaro

In-house Construction Maughan

Mold CommercialMorrissey

Resale RookieRandolph

Rookie

DiCristofaro

1st Responder Wireless News Appby Lori Villardi, Franchise Business Consultant

1st Responder Wireless News wirelessly delivers INSTANT breaking news alerts as well as notifications of fire, police, rescue, services, traffic and weather as they are happening. For a small fee of $200 per year, you can sign up today to receive instant notification to your wireless device, cell phone, or email account.

It is 24-hour coverage throughout your territory areas and they are growing daily to deliver concise, timely incidents and events as they happen. They truly are "Where the News gets its News.”

White Pages.com through the Apple Store on your iPad or iPhone allows you to look up the address of a loss that comes through on 1st Responder Wireless News. Enter the loss address to receive the home or business owners name and phone number. This allows you to contact the loss sight without even leaving your office.

6 - SERVPRO® SUN

12 Newsline - February 2014

s the SERVPRO® Brand expands its mediachannels to social platforms this year, we hopeyour Franchise will work to make it happen on

a local level as well. To accompany this Corporateeffort, it is important to understand your Franchise’srole as a touch point for the SERVPRO® Brand.

If you choose to become active with social media as well, you will be accountable for the content you createand share locally across your preferred channels.Furthermore, this content will serve to representSERVPRO® as a whole. This means that posting appropriate and relevant content responsibly should bea priority for your team. Remember, your next followercould be your next customer. Treating all of your communication with the appropriate attention to yourcustomers and community can help you foster bettersocial engagement.

Here at The Buntin Group, we monitor social trendsacross multiple industries. With brands raising thestandard, increasing activity, and introducing newsocial functions on a daily basis, we wanted to highlighttwo impressive examples of brands using social platforms to their fullest potential. It is our hope thatyou can draw inspiration from these brands, and tailorsimilar initiatives locally increasing your social performance.

Perhaps the most well-known social post last year (andmaybe even to date) came in the form of a Tweet during the 2013 Super Bowl game. As you may recall,when the lights went out in the arena, viewers turnedto social media. Consequently, so did many brandsattempting to garner attention by posting content relevant to the power outage. Oreo’s Tweet, “You CanStill Dunk in the Dark” with accompanying imagery

(created in record speed) received much of this attention for its timeliness and ability to capture andcontrol the conversation surrounding the power outage.If your Franchise aims to participate in a widespreadconversation, it is important that your content remainssensitive and appropriate for the event.

As more consumers turn to social outlets to report theirservice experience, it has become increasingly importantfor brands to resolve issues quickly. Verizon understandsthis. While some brands direct to their customer servicee-mail address or phone number, Verizon works toresolve the issue on the social platform, more than 99percent of the time, which can be more gratifying andconvenient for the customer. Your Franchise may feeladdressing customer inquiries on social media is a goodpractice. If this is the case, your team should determinevia which communication channel your customer’s specific interest can best be resolved.

We hope you use these examples as inspiration in yourFranchise for what can be accomplished in the socialspace. Throughout the year, our team at The BuntinGroup is always eager to help, so please feel free to reachout to us and we will do our best to assist you in yoursocial marketing efforts! Contact us by e-mail atservpro@buntingroup.com, or call (615) 244-5720. �

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Making It Happen: Social Media Accountability

by The Buntin Group

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APRIL 2014 - 7

FOR GENERAL CONVENTION QUESTIONS,Please contact Leigh Bentley via e-mail at lbentley@servpronet.com

We will follow our standard Convention pattern in 2014. Some of the basic events will be scheduled as follows:

• Golf outing will be Monday, June 23.• Early-bird workshops will begin Tuesday, June 24.• Opening Night will be Tuesday, June 24.• General Sessions and Trade Show will begin Wednesday, June 25.• Final Awards event will be the night of Friday, June 27.• Second check will be available on the afternoon of Friday, June 27 and the morning of Saturday, June

28.

Monday, June 23, 20148:00am-3:00pm Golf Tournament12:00pm - 7:00pm Registration - Presidential Lobby12:00pm - 7:00pm SERVPRO® Help Desk & Awards Dinner tickets

Tuesday, June 24, 20147:00am-5:00pm Registration and SERVPRO® Help Desk - Presidential Lobby8:00am-5:00pm Director/Trainer Meeting10:00am-11:15am Early-bird Workshop Sessions1:00pm-2:15pm Early-bird Workshop Sessions2:30pm-3:45pm Early-bird Workshop Sessions5:30pm-7:00pm Opening Night Reception

Wednesday, June 25, 20147:00am-8:00am Registration - Presidential Lobby7:00am-8:15am Workshop Sessions8:30am-11:00am General Session11:00am-4:30pm SERVPRO® Help Desk - Presidential Lobby11:00am-5:30pm Trade Show / General Store1:00pm - 2:15pm Workshop Sessions2:30pm-3:45pm Workshop Sessions6:45pm-9:00pm Regency Club Dinner, by invitation only

Thursday, June 26, 20147:00am-8:00am Inaugural 5K7:00am-8:15am Workshop Sessions8:30am-9:45am Workshop Sessions8:30am-1:00pm Trade Show / General Store8:30am-2:30pm SERVPRO® Help Desk - Presidential Lobby1:00pm-2:15pm Workshop Sessions1:00pm-5:00pm Corporate Office Tour, transportation provided

Friday, June 27, 20147:00am-8:15am Workshop Sessions8:30am-11:00am General Session11:00am-2:00pm SERVPRO® Order Desk - Presidential Lobby11:00am-2:30pm SERVPRO® Help Desk - Presidential Lobby1:00pm-2:15pm Workshop Sessions2:30pm-4:30pm Second Check - Presidential Lobby5:00pm-6:30pm Awards Dinner7:00pm- 9:00pm Awards Extravaganza9:00pm-12:00am After Party

Saturday, June 28, 20147:00am-11:00am Second Check - Presidential Lobby

8 - SERVPRO® SUN

Check ServproNET® for 2014 ARGAdvertising FAQs

The ARG is a reference to advertising policies, graphic design standards and sample print advertisements that aide in building Brand consistency to all advertising efforts.

1. What is the Advertising Resource Guide (ARG)? 2. What are the SERVPRO® color specifications to tell my

printer to use? 3. Where can I get a specific image or photo? 4. Where can I get a template ad to use? 5. Where can I get an electronic SERVPRO® House Logo? 6. How do I get a custom ad done by Corporate? 7. How do you download a customizable ad? 8. What is the ad approval process? 9. What outdoor billboard, trade show booth or signage

designs are available?

Where can I get a specific image or photo?The Image Library. The images and branding provided within this section are compliant and approved for use. They are not print quality. They are intended for use within PowerPoint® files, emails or web usage. If you require high-resolution images for print purposes, please contact Marketing Services to make a request and a link will be sent to you. Using this link, you will be able to download the requested images. Please be as specific as possible in your request.

Where can I get a template ad to use?The Advertising Resource Guide contains customizable advertising templates. Select the Customizable Advertising Templates button and select the ad category and ad size you are looking for. The templates are provided for viewing as a viewable file and for editing and sending to your local vendors as Quark software file. Email Marketing Services if you have additional questions.

Where can I get an electronic SERVPRO® House Logo?You may obtain a SERVPRO® House Logo within the Image Library or by contacting Marketing Services.

How do I get a custom ad done by Corporate?Most customizations can be made by the print vendor by downloading the customizable advertisement and emailing the file to the vendor as an attachment. In those cases, where Corporate customization is required, the request requires a 10 working day turnaround time. Also, any customization will be billed $50 for each hour of work. Email Marketing Services with your customization request. ad? Instructions for downloading a customizable ad are located in the current Advertising Resource Guide (ARG).

How do you download a customizable ad?Instructions for downloading a customizable ad are located in the current Advertising Resource Guide (ARG).

What is the ad approval process?Typical Advertisement Approval Procedures

• Contact is made with local publication or organization about advertisement placement.

• Let your Trainer know about the opportunity in case of territorial policy issues.

• Choose ad size and placement that fits your budget and have publication provide you with ad specifications (size, color, file type, etc.).

• Choose advertisement from stock templates that best fits size and specs of ad.

9 Download ad template and send to publication so they can customize ad with your Franchise information.

9 If publication cannot customize ad then contact Marketing Services for customization.

• Once customization has been made, ad proof should be sent to Legal Department for approval.

9 If ad is compliant, Legal Department will forward the ad back as “Approved”.

9 If ad has branding or information issues, Legal Department may forward the ad back as “Not Approved”. These revisions will need to be made and a second proof be submitted to the Legal Department for review. If revised ad is compliant, Legal Department will forward the ad back as “Approved”.

• Once ad has been approved by Legal Department forward final ad proof or approval to publication for their use.

Signage is available through our Preferred National Vendors through the Products and Resources Center. If you need a signage template email Marketing Services.© Servpro Industries, Inc. 2014 | 801 Industrial Blvd., Gallatin,

TN 37066 | Phone: 615.451.0200

For SERVPRO’s Orange use: PMS: 172C (spot color) CMYK: C-0, M-65, Y-83, K-0RGB: R-247, G-73, B-2Web: #FF3300Vinyl: Bright Orange (3M Brand) or Tangerine (Avery Brand)

For SERVPRO’s Green use: PMS 368C CMYK: C-65, M-0, Y-100, K-0RGB: R-91, G-191, B-33Web: #66CC00Vinyl: Green-Yellow (3M Brand) or Iguana Green (Avery Brand)

APRIL 2014 - 9

The Principle of Priority states (a) you must know the difference between what is urgent and what is important, and (b) you must

do what’s important first. Steven Pressfield

The key is not to prioritize what’s on your schedule, but to

schedule your priorities Most of us spend too much time on what is urgent and not enough time on what is important.

Stephen R. Covey

When the urgent crowds out the important, people urgently accomplish nothing of value.

Orrin Woodward

The mark of a great man is one who knows when to set aside the important things in order to accomplish the vital ones.

Brandon Sanderson

Decide what you want, decide what you are willing to exchange for it. Establish your priorities and go to work.

H. L. Hunt

In all planning, you make a list and you set priorities. Alan Lakein

Action expresses priorities.

Mahatma Gandhi

Priorities are the yearly goals that I’m most interested in achieving, then they become operationalized through weekly

goals. Robert Pozen

I believe there are three keys to success.

For me it is keeping my priorities in order: It’s my faith and my family, and then the business.

Kathy Ireland

Deadlines aren’t bad. They help you organize your time. They help you set priorities. They make you get going when you might

not feel like it. Harvey Mackay

We don’t drift in good directions. We discipline and prioritize

ourselves there. Andy Stanley

The life you have left is a gift. Cherish it. Enjoy it now, to the

fullest. Do what matters, now. Leo Babauta

The most important thing in life is knowing the most important

things in life. David F. Jakielo

Nowadays people know the price of everything and the value

of nothing. Oscar Wilde

In a way, I have simplified my life by setting priorities.

Karen Duffy

Nobody’s life is ever all balanced. It’s a conscious decision to choose your priorities every day.

Elisabeth Hasselbeck

Sometimes when you’re overwhelmed by a situation - when you’re in the darkest of darkness - that’s when your priorities are

reordered. Phoebe Snow

I miss your smile… but I miss mine more.

Laurel House

Words of Wisdom