SERVPRO SUN April Edition

SUNSERVPRO® of Southern New England and New York

THE

In this issue:

1 2012 National Convention 2 Personal Development 3 Volume Leaders Personal Best 4 Accurate Financial Records Chart Toppers 5 Customer Service First 8 No is the New Yes 9 Training 10 Words of Wisdom

April 2012

Awards Extravaganza

You Spoke - We ListenedThe 2012 SERVPRO® Annual National Convention will be heldJune 18 - 22 at the Walt Disney World Swan and Dolphin Resort

One of the highlights during this year’s Convention will be the SERVPRO® Awards Extravaganza!

Based on overwhelming feedback regarding the awards night celebration, we have decided to try something completely new and exciting. Since Walt Disney World® is the home of magic and entertainment, we thought this would be a great opportunity to try a new approach to honor your achievements.

In the weeks ahead, we will release more details about this fun-filled night that includes dinner followed by a Hollywood-style awards show complete with red…ah, green carpet fanfare that would make our friends in Tinsel Town proud.

Please register and plan to attend what is sure to be the best awards show ever. There’s no need to worry about the details just yet. We will provide you with complete information about times, location and seating in the weeks ahead.

Stay tuned and see you in Orlando!

SERVPROREcOmmEndEd REading LiStr Mastering the Rockefeller Habits

~Verne Harnish

r 17 Indisputable Laws of Teamwork ~John Maxwell

r Good to Great ~Jim Collins

r Coach for Improved Work Performance ~Ferdinand Fournies

r Winning in the Invisible Market ~Robert A. Potter

r First Things First ~Stephen Covey

r The Secret ~Ken Blanchard

r 21 Irrefutable Laws of Leadership ~John Maxwell

r How to Win Friends and Influence People ~Dale Carnegie

r 4 E’s of Leadership ~Jack Welsh

r Gung Ho! ~Ken Blanchard

r Principle Centered Leadership ~Stephen Covey

r Coach Wooden’s Pyramid of Success ~Wooden and Carty

r Reengineering Management ~James Champy

r E-Myth ~Michael Gerber

r Managing ~Harold Geneen

r The Effective Executive~Peter Drucker

r Time Power ~Charles Hobbs

r The Education of an Accidental CEO ~David Novak

r Soar with Your Strengths ~Donald O. Clifton

2 - SERVPRO® SUN

With each experience, each new contact and each new job you learn something about yourself. These lessons can be remembered or forgotten. If forgotten, the problems or issues encountered will continue to affect you and limit your potential for development. If remembered, you will develop and grow personally and professionally.

Personal development is the cornerstone of all success. Development as an individual will also spur growth in your business. The ability to grow your business is directly proportionate to your level of personal growth.

Personal development includes activities that improve knowledge, identity and talent, and contributes to the realization of dreams and aspirations.

Personal development involves (among much else) the following:

• Self-knowledge: The information an individual uses when answering the questions – “What am I like, who am I, where did I come from, what is my purpose?” In order to answer these questions, an individual must use whatever resources are currently available. These questions may not have simple answers, but thinking about them is benefit enough.

• Improving potential: We all have an immeasurable potential, how will you access yours? Again, the individual must use whatever resources are available to make the best of a situation. Most people have potential beyond what they have achieved so far. If you believe it’s possible, and set your mind, you can achieve it.

• Identifying talents: What is it that you are naturally good at, how has it helped in your life and how can it help grow your business? In addition to pondering the big questions, we must act on those things we are sure of. If you’re good with people, you can make contacts, if you’re good with your hands, you can train production teams. Use what you’re naturally good at to set a foundation for development.

• Building human capital: The stock of competencies, knowledge and personality attributes embodied in the ability to perform labor to produce economic value. How do you produce value, and how can you produce more?

• Enhancing quality of life: Your general well-being will affect your performance as a business owner. If you are dissatisfied

with the path your life is on, it is unlikely you will be willing or able to devote enough of your efforts to your business to reach the level of success all Servpro associates should enjoy.

• Self-awareness: The capacity for introspection and the experience of the self allows the individual to recognize herself as separate from the environment and other individuals. Self-awareness will assist the individual with exploration of self-knowledge.

• Improving health: Healthy people have more energy, are more focused, more alert and more capable of critical thinking. Next time you find yourself stuck on an issue, try a five-minute walk around your parking lot. Fresh air and exercise have a well-earned reputation.

• Fulfilling aspirations: What are your desires for personal achievement? What is it that you truly want? Unlike fleeting interests or the latest gadget that will only be replaced by version 4.1. True aspirations are never traded-in or upgraded. Identify aspirations and you will identify a motivational tool you may have never accessed.

With a world of possibilities, and nearly unlimited options for pursuit, the growth and development of the self is the highest aspiration anyone can maintain.

If you pursue a path of growth and development, all aspects of your life, including your business potential, will improve.

Stay focused, stay steady, and your path will become clear.

Personal Development And GrowthBy Robert Willis

April 2012 - 3

Gross Volume LeadersFebruary 2012

Per License Average Volume LeadersFebruary 2012

1 D. Kluger 1,014,570 Doug & Lisa Jameson 298,435

2 Steve & Brenda Young 1,010,809 John & Shayna Luciani 257,568

3 Joe Pelli 629,787 Steve & Brenda Young 252,702

4 John Maughan 457,471 Mitch Kaikow & Stu Cleary 252,618

5 Sepe 441,196 Ralph Rimauldo 227,257

6 Frank Mattos 387,773 Dan Aller 203,102

7 John Halko 337,767 Lance & Jennifer Harvey 189,706

8 Charles & Donna Vingoe 323,050 Greg Geaski 181,323

9 Michael Reilly 303,490 D. Kluger 169,095

10 Doug and Lisa Jameson 298,435 Thom & Lyn Braun 168,082

Top Ten Volume Leaders

Personal Best Volume Month FEBRUARY 2012

Doug and Lisa JamesonSERVPRO® of Newington/Central Hartford

$298,435.64

Ralph Rimauldo SERVPRO® of South Saratoga

$227,257.26

PERSONAL

BEST

Personal Development And GrowthBy Robert Willis

4 - SERVPRO® SUN

Chart tOpperS November 2011

Associated Revenue

Cleaning Commercial

Cleaning Residential

Duct Commercial Doyle

Duct Residential

Fire Commercial D. Kluger

Fire Residential Pelli

Maughan

In-house Construction

Mold Commercial Reilly

Kaikow/Cleary

Mold Residential Maughan

Rookie Pelli

Subcontract

Water Commercial Young

Water Residential Young

Total Volume Young

D. Kluger

Pelli

As the FFA “season” slowly winds down, it is apparent that Franchises are still struggling with keeping their Charts of Accounts clean; that is, having no “Other” Accounts show up on the Profit and Loss statement.

Unless a particular account is specified, the amount of a bill will automatically be charged to the “Super” Account. Gasoline expenses are a good example: if a charge from a credit card bill is entered and it gets charged to Gasoline Expenses instead of Production Gasoline, a new account, Gasoline “Other”, will be created. You need to determine the appropriate account to which “Other” accounts should be assigned. These “Other” accounts need to be addressed before an upload occurs. It is necessary (and a good idea) for each Franchise Owner to review the complete Profit and Loss Statement and the Balance Sheet monthly, and most importantly, before the information is uploaded to ServproNET®.

If the “Other” accounts appear on the financials sent to this office, a best guess will be made to approximate where the amount actually should be charged. However, our best guess is not always accurate; thus, this may not work to a Franchise’s benefit if interim Franchise Financial Analysis is needed for an equipment, vehicle or additional License purchase, or in advance of an FMC course.

An account listing (SERVPRO Chart of Accounts) is available for download on ServproNET®. If an account does not show up on this listing, IT SHOULD NOT BE ADDED! In other words, DO NOT create ‘Custom Accounts’.

The Director/Trainership office or an individual Field Trainer can address any questions you may have regarding assigning a specific Income or Expense, if you cannot determine the appropriate account.

Accurate Financial RecordsBy Michelle Broggy

With the number of Interim and Annual Franchise Financial Analysis’s done each year, it is vital each Franchise be diligent with bookkeeping. An accurate financial record ensures the Financial Analysis is accurately created in the Franchise Management System and is indicative of a Franchise Owner’s attention to this vital area of the business.

Customer Service First

April 2012 - 5

From: Shannon K Date: Mon, March 19, 2012 11:26 amTo: Jaime Ring, Office Manager SERVPRO® of Northeast Somerset County SERVPRO® of West Somerset County

Hi Jaime,

I just wanted to thank you, John and the crew for all of your help with my mold remediation.

The company we were dealing with previously put the fear in us regarding “toxic mold” and then wouldn’t return phone calls and missed appointments. The situation was turning into a nightmare.

After State Farm recommended SERVPRO, I turned to your company for help.

Jaime, your pleasantness and helpfulness on the phone gave me hope that I was now dealing with a reliable company. John’s professionalism and explanation of our situation during the consultation put my mind at ease. The crew was prompt, polite and explained the entire process of steps they were taking during the clean up.

The fact that I called you on a Friday afternoon and the mold was gone by Monday was fantastic.

Thank you again for making an unfortunate situation bearable.

- Shannon K.

Contact Information:2444 Ridgeway Blvd, Unit 1Manchester, NJ 08789Phone: 732.323.0135Fax: 732.323.0261 E-Mail: [email protected]@gmail.com

Operating Territory:The bounded area Ocean County, New Jersey that is described as the entire Townships of Jackson, Lacey, Manchester, and Plumsted.

Robert & Rachel Pullham

SERVPRO® of Jackson/Lacey

heLLOIntroducing New Franchise

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Sporicidin® Mold Resistant Coatings are water-based permanent coatings developed for remediation and flood damage restoration. Sealing nanotechnology provides long-term protection against moisture, while the EPA-registered antimicrobial protects the coating film from mold, mildew, algae, and odor-causing bacteria. These coatings, when used in conjunction with Sporicidin® brand mold cleaners and Sporicidin® disinfectants, provide a professional CLEAN-KILL-SEAL approach to microbial remediation.

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Contact

SERVPRO ® Today

Thank you for your support of the SERVPRO® Products & Resources Team. To order, contact one of our Customer Care Specialists at 1-800-826-4692. For more information, contact your SERVPRO® Product Sales Coordinator.

8 - SERVPRO® SUN

I was sitting with the CEO and senior team of a well-respected organization. One at a time, they told me they spend their long days either in back-to-back meetings, responding to email, or putting out fires. They also readily acknowledged this way of working wasn’t serving them well — personally or professionally.

It’s a conundrum they couldn’t seem to solve. It’s also a theme on which I hear variations every day. Think of it as a madness loop — a vicious cycle. We react to what’s in front of us, whether it truly matters or not. More than ever, we’re prisoners of the urgent.

Prioritizing requires reflection, reflection takes time, and many of the executives I meet are so busy racing just to keep up they don’t believe they have time to stop and think about much of anything.

Too often — and masochistically — they default to “yes.” Saying yes to requests feels safer, avoids conflict and takes less time than pausing to decide whether or not the request is truly important.

Truth be told, there’s also an adrenaline rush in saying yes. Many of us have

become addicted, unwittingly, to the speed of our lives — the adrenalin high of constant busyness. We mistake activity for productivity, more for better, and we ask ourselves “What’s next?” far more often than we do “Why this?” But as Gandhi put it, “A ‘no’ uttered from the deepest conviction is better than a ‘yes’ merely uttered to please, or worse, to avoid trouble.”

Saying no, thoughtfully, may be the most undervalued capacity of our times. In a world of relentless demands and infinite options, it behooves us to prioritize the tasks that add the most value. That also means deciding what to do less of, or to stop doing altogether.

Making these choices requires that we regularly step back from the madding crowd. It’s only when we pause — when we say no to the next urgent demand or seductive source of instant gratification — that we give ourselves the space to reflect on, metabolize, assess, and make sense of what we’ve just experienced.

Taking time also allows us to collect ourselves, refuel and renew, and make

conscious course corrections that ultimately save us time when we plunge back into the fray.

What follows are four simple practices that serve a better prioritized and more intentional life:

1. Schedule in your calendar anything that feels important but not urgent — to borrow Steven Covey’s phrase. If it feels urgent, you’re likely going to get it done. If it’s something you can put off, you likely will — especially if it’s challenging.

The key to success is building rituals — highly specific practices that you commit to doing at precise times, so that over time they become automatic, and no longer require much conscious intention or energy. One example is scheduling regular time in your calendar for brainstorming, or for more strategic and longer term thinking.

The most recent ritual I added to my life is getting entirely offline after dinner each evening, and on the weekends. I’m only two weeks into the practice, but I know it’s already created space in my mind to think and imagine.

2. As your final activity before leaving work in the evening, set aside sufficient time — at least 15 to 20 minutes — to take stock of what’s happened that day and to decide the most important tasks you want to accomplish the next day. Clarify and define your priorities — what the researcher Peter Gollwitzer calls “implementation intentions” — will help you to stay focused on your priorities in the face of all the distractions you’ll inevitably face the following day.

“NO” IS THE NEW “YES”Four Practices to Reprioritize Your LifeBy Tony Schwartz

April 2012 - 7

SERVPRO® of Crew Training Water Certification

Fire Certification

Carpet & Upholstery Certification

Binghamton East Brian Bradbury

Binghamton East Joseph Chesna

Binghamton East Dottie Farnham

Binghamton East Reed Kniskern

Binghamton East Christopher Mander-ville

Binghamton East Adam Riley

Binghamton East Debra Thornton

Bordentown/Pemberton Brian Hopkins

Bordentown/Pemberton Stephen Jarkowski Stephen Jarkowski Stephen Jarkowski Stephen Jarkowski

Bordentown/Pemberton Dylan Hill Dylan Hill Dylan Hill Dylan Hill

Manahawkin Joseph McCall

Manahawkin Allison Harrison

Manchester-Bolton Coby Goodling

Northeast Queens Anthony Phillips

Northern Sussex County Ivan Postigo Ivan Postigo

Salem County Ryan Bickhart Ryan Bickhart Ryan Bickhart Ryan Bickhart

Upper Cape Cod & The Islands Charlie Dubrowski

SERVPRO® Training

We extend congratulations and best wishes to those receiving their SERVPRO® TRAINING CERTIFICATES

3. Do the most important thing on your list first when you get to work in the morning, for up to 90 minutes. If possible, keep your door closed, your email turned off and your phone on silent. The more singularly absorbed your focus, the more you’ll get accomplished, and the higher the quality of the work is likely to be. When you finish, take a break to renew and refuel.

Most of us have the highest level of energy and the fewest distractions in the morning. If you can’t begin the day that way,

schedule the most important activity as early as possible. If you’re one of the rare people who feels more energy later in the day, designate that time instead to do your most important activity.

4. Take at least one scheduled break in the morning, one in the afternoon, and leave your desk for lunch. These are each important opportunities to renew yourself so that your energy doesn’t run down as the day wears on. They’re also opportunities to briefly take stock.

Here are two questions you may want to ask yourself during these breaks:

1. Did I get done what I intended to get done since my last break and if not, why not?

2. What do I want to accomplish between now and my next break, and what do I have to say “no” to, in order to make that possible?

Carpe Diem.

Tony Schwartz is the president and CEO of The Energy Project and the author of Be Excellent at Anything

April 2012 - 9

of Southern New England & New York

CORE VALUES Believe In A Dream Grow Relationships

Share The SERVPRO® Story Be Financially Frugal

Follow The System

CORPORATE PURPOSE To Help Entrepreneurs Succeed

VISIONTo be the premier cleaning and

restoration company in the world

MISSION STATEMENTTo develop a team of quality people who focus on excellent

service, fairness, and mutual respect.

Income seldom exceeds personal development.

~Jim Rohn

If you wish to achieve worthwhile things in your personal and career life, you must become a

worthwhile person in your own self-development.

~Brian Tracy

The aim of life is self-development. To realize one’s nature perfectly – that is what each of us is here for.

~Oscar Wilde

The perfecting of one’s self is the fundamental base of all progress and all moral development.

~Confucius

To be thrown upon one’s own resources, is to be cast into the very lap of fortune; for our faculties then undergo a development and display an energy of

which they were previously unsusceptible

~Benjamin Franklin

Invest three percent of your income in yourself (self-development) in order to

guarantee your future.

~Brian Tracy

The growth and development of people is the highest calling of leadership.”

~Harvey S. Firestone

Knowing yourself is the beginning of all wisdom.

~Aristotle

How much we like ourselves governs our performance.

~ Brian Tracy

If we all did the things we are capable of, we would astound ourselves.

~Thomas Edison

Words of Wisdom

10 - SERVPRO® SUN

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