SUNSERVPRO® of Southern New England and New York

THE

August 2012

Connecting with and adding value to people is at the heart of the SERVPRO® System. Building strong relationships allows us to identify needs and solve problems for customers and clients.

If a customer has an issue while services are being performed, and there is a clear path on how to discuss the issue, it is likely there will be a resolution with little damage to customer satisfaction. These relationships are easy to establish and can be developed quickly during the initial phases of mitigation.

During the initial walk-through, make sure the customer accompanies the project manager, and make sure the customer knows the project manager is there to answer any of their questions and alleviate their concerns. The project manager should be available to the customer. A crew chief will be working, and directing the crew; he may not be able to answer the many detailed questions customers may have.

The project manager should not make a single appearance at the start of the job and then disappear. A daily visit to the job site, complete with notice to the customer, should take less than one hour, but will provide immeasurable value to the customer from a service and satisfaction standpoint.

The same principle holds true for developing and strengthening relationships with clients. If a relationship with a client is already established, and work is consistent, it can be easy to ignore the need for continued client management. Successful business managers avoid this trap.

Just because a relationship exists and has been profitable in the past does not mean it cannot disappear if another, more satisfactory, relationship is presented. As a SERVPRO Owner, you must make sure these relationships are seen by the client to have continued value. Do not rely on the standard compensation package for job leads, or an impersonal thank you gesture. Find out something about your client and focus on that. Make sure the client feels appreciated, and independently valued for more than job leads.

When a SERVPRO Owner is able to focus on business development and adding both actual and perceived value, problem solving will become less

of an issue, and problems will not escalate past minor initial issues. When an Owner has time to develop personal relationships with

clients, it will allow these relationships to flourish and solve many issues or problems before they arise.

Connect with your clients, connect with your customers, develop these relationships, and

watch your business grow.

Business DevelopmentBy Robert Willis

SAVE the DATE

December 1, 2012

Annual Awards Program and Tradeshow

Foxwoods Resort

In this issue:

1 Business Development 2 Servpro Owners should invest in

maintaining key client relationships Winners Blueprint 3 Personal Best, Volume Leader 5 Customer Service First, Chart toppers 6 National Preparedness Month 7 Training Certificates Advertising Resource 8 Words of Wisdom10 Hurricane Preparedness Tips

2 - SERVPRO® SUN

Servpro OwnersShould Invest In Maintaining Key Client RelationshipsBy Robert Willis “Why is it so slow?”

All Servpro Owners have been there at one time or another, wondering why the phone is not ringing, why there are no new leads coming in, and whether other service providers are busy. This is the time to consider how you can work to mitigate permanently a seasonal slowdown. It is the time to reach out to your key relationships and gauge the pulse of the industry; but who are your key relationships?

Key relationships are long-term, established, and vital to the success of your business. They might require more investment, both in time and in resources, to develop and maintain, but these are the relationships that help you build a stable foundation and take your business to the next level.

It is your role and responsibility, as a Servpro Owner, to develop relationships with vendors, colleagues, customers and Centers of Influence that extend beyond the responsibilities of the Marketing Staff. It is these relationships that help your business thrive in times when others are asking why the phone isn’t ringing. Key relationships open avenues to leads in both traditional and innovative ways.

An emergency board-up company might be a great lead during the storm season, but will not be able to help during a stretch of good weather. Those in Real Estate can provide great opportunities for show-house cleaning or putting the final touches on recently purchased homes, but this work is not consistent. A plumber, HVAC professional, or even an insurance broker will have different source of leads and different types of work, and each relationship must be maintained in order to be effective throughout the year.

The Sales and Marketing Staff at Servpro are there to ensure route-level relationships are maintained. As an Owner, you must have your own set of individuals and resources that you can call on in the event that the route-level is not generating sufficient new business.

Each Owner will have a unique set of key relationships, and the variety of these partners is the strength of a successful brand.

Keep your key relationships up-to-date; make sure that you are a participant in the relationship, not just a beneficiary;

and remember that the value of a key long-term relationship far outweighs the short-term cost.

WINNER’SBLUEPRINT FOR ACHIEVEMENT:

BELIEVE while others are doubting. PLAN while others are playing.

STUDY while others are sleeping. DECIDE while others are delaying.

PREPARE while others are daydreaming. BEGIN while others are procrastinating.

WORK while others are wishing. SAVE while others are wasting. LISTEN while others are talking.

SMILE while others are frowning. COMMEND while others are criticizing. PERSIST while others are quitting.

- William Arthur Ward

Gross Volume LeadersJune 2012

Per License Average Volume LeadersJune 2012

1 Dave Kluger 950,972 Kaikow/Cleary 404,031

2 Steve & Brenda Young 856,098 Doug & Lisa Jameson 266,964

3 Frank Mattos 507,114 Steve & Brenda Young 214,024

4 John Maughan 476,360 John & Shayna Luciani 205,949

5 Mitch Kaikow & Stu Cleary 404,031 Lance & Jennifer Harvey 203,221

6 Lou & Michelle, Danielle,

Justin Sepe & Nicole Travis390,672 Scott O’Donnell 166,414

7 Joe Pelli 355,125 John Maughan 158,786

8 Doug & Lisa Jameson 266,964 Dave Kluger 158,495

9 Charles & Donna Vingoe 244,525 Greg Geaski 154,639

10 Brad & Barbara Johnson 224,307 Anthony & Danielle Palumbo 139,561

Top Ten Volume Leaders

Personal Best Volume Month June 2012

Mitch Kaikow & Stuart ClearySERVPRO® of Garden City/Hempstead

$404,031.43PERSONAL

BEST

4 - SERVPRO® SUN

Sue Steen July 18, 2012

CEO

SERVPRO Industries

801 Industrial Blvd.

PO Box 1978

Gallatin, TN 37066

Dear Ms. Steen:

On Tuesday, July 10, I arrived home to find water leaking from the bedroom

ceiling in my condo. It was coming from an overflowing toilet in the unit

upstairs, flooding my condo and the condo directly under mine. During the

next 24 hours, after many phone calls, I was given the telephone number of

2 cleanup and restoration companies in my area. It was my good fortune

to call SERVPRO of Paramus. Less than 2 hours later Tony Palumbo, this

franchise’s Owner, rang my bell and was greeted by a frustrated, anxious and

tired woman. He immediately brought in fans and thoroughly explained

the restoration process to me. By the time he left I was at ease and confident

that in the end my residence would be made whole. It was such a positive

experience that I recommended the company to both my neighbors.

The following day one of Tony’s teams, lead by Rick Cristofol, was at work.

Each day Matt Proust, Kyle Meehan and John Dolan arrived at precisely the

time specified the evening before. Their uniforms were always clean; they

moved furniture carefully and were respectful of my possessions. In short,

their attention to detail made me feel as if my comfort and well-being were

their top priority.

My thanks to this franchise for turning a nightmare into relief.

Sincerely,

Rosemarie A.

Associated Revenue

Cleaning Commercial

R. Morrison & K. Spinner

D. Kluger

Cleaning Residential

Duct Residential

Fire Commercial

Pelli

Fire Residential

Pelli

Geaski

Mattos

In-house Construction

Young

Mold Commercial

Mold Residential

Maughan

Johnson

Young

Resale Rookie

Gedney

Rookie

Subcontract

Water Commercial

Pelli

Water Residential

Pelli

Total Volume

Pelli

D. Kluger

Young

Chart Toppers March 2012

Customer Service First

July 2012 - 5

continues on page 6

Chart Toppers March 2012

NATIONAL PREPAREDNESS MONTHNational Preparedness Month website on ServproNET®

As many of you are already aware, September is National Preparedness Month (NPM). Servpro

Industries Inc., has been a proud member of the National Preparedness Month Coalition for several

years and will be participating once again this year.

There is a wealth of information, tools,

resources, custom pieces, handouts and

deliverables, etc. available on the National

Preparedness Month website, which can

be found on ServproNET® under the Marketing Services home page, Marketing

Resources section.

While most of the resources and material, including emergency contact cards,

family communication plans, etc. are undated and good to use year round, there

will be some 2012 material added soon. Be sure to check the website around August

1, 2012 to review this year’s material.

If you are not familiar with the National Preparedness Month website, I highly

recommend that you take some time to review all the available tools and resources

to promote preparedness in your community. Be sure to check out the success

stories on the NPM page to see how other Franchises found success marketing and

promoting preparedness planning in their local communities.

Jessica Vaughn, Weekly e-Zine: July 16, 2012

The National Preparedness Month website on ServproNET® has been updated with

2012 information. The direct link is https://www.servpronet.com/users/marketing/

preparedness/.

The September Restoration Newsline is also attached for your review. If you have

questions regarding the Newslines or are interested in purchasing packs to deliver on

routes or hand out at preparedness events, please contact Kim Kramer at kkramer@servpronet.com or by calling 615.451-0200 ext.1644. This issue sells

out every year so act quickly if you plan to order and are not on a monthly subscription.

 

SERVPRO® of Crew TrainingWater

CertificationFire

CertificationCarpet & Upholstery

Certification

Binghamton East Sarah Munley Sarah Munley

Binghamton East Brian Bradbury Brian Bradbury Brian Bradbury

Binghamton East Christopher Manderville

C. Manderville C. Manderville

Binghamton East Mark Dumas Mark Dumas

NE Somerset Co. Alvaro Estrada

NE Somerset Co. Eder Mota

Salem County Eric Jarrell Eric Jarrell Eric Jarrell

SERVPRO® Training

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.

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

“Every employee, every

uniform and every truck

sends a vital branding

message to our customers ...

Make it a positive

Brand message!”

July 2012 - 7

April 2012 - 7

Personal leadership is the process of keeping your vision and values before you and aligning your life to be congruent with them. ~Stephen Covey

Not a tenth of us who are in business are doing as well as we could if we merely followed the principles that were known to our grandfathers. ~William Feather

A people that values its privileges above its principles soon loses both. ~Dwight David Eisenhower

The principles of living greatly include the capacity to face trouble with courage,

disappointment with cheerfulness, and trial with humility. ~Thomas S. Monson

Treating people with respect will gain one wide acceptance and improve the business.

~Tao Zhu Gong

Knowledge is of no value unless you put it into practice. ~ Heber J Grant

Things only have the value we give them. ~Moliere

A stockbroker urged me to buy a stock that would triple its value every year.

I told him, “at my age I don’t even buy green bananas. ~Claude D. Pepper

Nowadays people know the price of every thing and the value of nothing.

~Oscar Wilde

Every science has for its basis a system of principles as fixed and unalterable

as those by which the universe is regulated and governed. Man cannot

make principles; he can only discover them. ~Thomas Paine

There are three constants in life... change, choice and principles. ~ Stephen Covey

Our principles are the springs of our actions. Our actions, the springs of

our happiness or misery. Too much care, therefore, cannot be taken in

forming our principles. ~Red Skelton

Failure comes only when we forget our ideals and objectives and principles.

~Jawaharlal Nehru

We don’t accomplish anything in this world alone ... and whatever happens is the result of the whole tapestry of one’s life and all the weavings of individual threads from one to another that creates something. ~Sandra Day O’Connor

We cannot live for ourselves alone. Our lives are connected by a thousand invisible threads, and along these sympathetic fibers, our actions run as causes and return to us as results. ~Herman Melville

Words of Wisdom

8 - SERVPRO® SUN

ELECTRONICRESTORATIONSERVICES

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

A FEW HURRICANE EVACUATION SAFETY TIPS1. Know the escape routes and where you will stay during evacuation

2. Keep cash on hand; carry all your credit cards, and a copy of your homeowner’s insurance policy

3. Keep your car full of fuel, your cell phone charged

4. Keep an Emergency Kit in car and home*

5. Keep batteries charged and change regularly

6. Bring inside anything that can be moved by the wind

7. Unplug all electrical devices, shut off gas if officials advice

8. Secure your home, pre-drill holes for boards to facilitate fast install

9. Move to safe shelter in home or shelter site

10. Monitor weather advisories: if advised to evacuate, go immediately!!!

EMERGENCY KIT FOR EACH PERSON1. First-aid kit and essential medication - See Red Cross

2. Canned food and can opener- peanut butter/crackers, candy/gum

3. 3 gallons of water per person!!!

4. Personal Hygiene items

5. Rainwear, protective clothing, bedding, change of clothes if possible

6. Hand or battery-powered radio, flashlight, extra batteries

7. Special Need items for young, elderly, or disabled and for your pets

8. Healthcare numbers

9. Instructions to turn off electricity, gas, water if authorities advise

10. Contact information

And, if there is no hurricane, only lots of rain? Have a picnic, drink lots of water, charge your batteries, fill up the car with gas, make sure your can opener works, and call us in the morning for drying equipment.

*www.redcross.org

EMERGENCY SUPPLY LIST1. Additional Items to Consider Adding to an Emergency

Supply Kit:

2. Prescription medications and glasses

3. Infant formula and diapers

4. Pet food and extra water for your pet

5. Important family documents such as copies of insurance policies, identification and bank account records in a waterproof, portable container

6. Cash or traveler’s checks and change

7. Emergency reference material; such as, a first aid book or information from www.ready.gov

8. Sleeping bag or warm blanket for each person

9. Consider additional bedding if you live in a cold-weather climate

10. Complete change of clothing including a long sleeved shirt, long pants and sturdy shoes

11. Consider additional clothing if you live in a cold-weather climate

12. Household chlorine bleach and medicine dropper – When diluted nine parts water to one part bleach, bleach can be used as a disinfectant. Alternatively, in an emergency, you can use it to treat water by using 16 drops of regular household liquid bleach per gallon of water. Do not use scented, color safe or bleaches with added cleaners.

13. Fire Extinguisher

14. Matches in a waterproof container

15. Feminine supplies and personal hygiene items

16. Mess kits, paper cups, plates and plastic utensils, paper towels

17. Paper and pencil

18. Books, games, puzzles or other activities for children

www.ready.gov

FYI and a word to the wise —a NE hurricane may be coming