SERVPRO Sun October 2012

SUNSERVPRO® of Southern New England and New York

THE

October 2012

Not every plan is a strategic plan. A strategic plan provides guidance in fulfilling your mission statement with maximum efficiency. If it is to be effective and useful, it should state specific goals and describe the action steps along with any resources needed to accomplish the plan within the next three to five years.

An Operating Plan is a coordinated set of tasks involving details of roles and responsibilities necessary to achieve the goals stated in your strategic plan. It also has a shorter focus than a strategic plan — usually one fiscal year.

A Final Word It is important to understand the limitations as well as the possibilities of strategic planning. A strategic plan is not a wish list, a report card or a marketing tool. It is certainly not a magic bullet or a quick cure for everything that ails an organization — especially if the plan winds up on the shelf.

What a strategic plan can do is shed light on an organization’s unique strengths and relevant weaknesses, enabling it to pinpoint new opportunities or the causes of current or projected problems.

If you are committed to its implementation, a strategic plan can provide an invaluable blueprint for growth and revitalization, enabling you to take stock of where you are, determine where your want to go and chart your course to get there.

A Mission Statement A brief expression of the organization’s purpose. It should answer the questions “Why do we exist?” and “What, at the most basic level, do we do?”

A Vision Statement A description of the organization’s desired

future state. A vision statement is internally focused: It projects the

future answering the question “Where do we want to be?”

A Values Statement The principles on which your business is built, and which guides all planning, operations,

and programs. It answers the question “What do we believe in?”

Goals and Objectives Progress toward achieving goals and objectives should be measurable. Goals answer the question “What do we want to accomplish?” Objectives are the steps you take to get reach your goals.

An Implementation Plan This is your “user’s guide” to the strategic plan. The implementation plan answers the questions “What are our specific priorities?” and “How can we pursue our plan in a logical and feasible fashion?”

Excerpts and ideas from http://www.tccgrp.com/pdfs/per_brief_tenkeys.pdf

2013 Strategic PlanningStrategic Planning is a process that helps determine your long-term goals and initiatives while identifying the best approach for achieving the desired outcome.

Your Strategic Plan should include the following:1. A commitment to change

Please read Ready to Grow by Kevin Brown in the September 2012 SERVPRO Newsline

2. Best practices

3. Concise priorities for implementation of your Operating Plan

4. Honest assessment of your strengths, weakness, and limitations and of your staff

5. Leadership principles and skills

6. Operating Plan

7. Patience

8. Understanding of your opportunities and challenges

In the absence of clearly defined goals, we become strangely loyal to performing daily trivia until ultimately we become enslaved by it.

~Robert Heinlein

In this issue:

1 2013 Strategic Planning 2 The Lowest Common Denominator 3 Personal Best, Volume Leader 4 SERVPRO Code of Ethics

Chart Toppers 6 Save the Date! 7 Training Certificates 8 Words of Wisdom

2 - SERVPRO® SUN

The Lowest Common Denominator This often used, non-mathematical phrase, is referenced when speaking of the lowest paid, valuable, or trained employee on a team or in a business. In the cleaning and restoration industry who would that be? The ‘lowest common denominator’ employee is often considered the new production hire, which is often reflected in a lesser degree of quality training, compensation, and advance-ment opportunities.

This, of course is not relevant to every SERVPRO Franchise Owner; however, the inter-action of Production Employees and Distributor Training Staff in structured classroom settings, at Franchise’s locations, or on-the-job training does often validate the premise. Production Employees, even those with experience, communicate to us or are observed:

• Using minimal SERVPRO approved products. We estimate the average Franchise usage is 20-30 prod-ucts vs. SERVPRO’S 160+ approved products

• Non-standard cleaning methods; e.g., the use of spray bottles to clean smoke damaged walls

• Have little training in expert utilization of moisture detection and monitoring equipment

• Lack of training to clean; as examples, high-end upholstery, furniture and cabinets (utilizing wood-crème paste), or floor stripping and re-waxing.

• Servpro identified vehicles and equipment are often soiled, degraded, damaged, or improperly maintained.

• We note many customer complaint reports, in which a communication failure with the production crew has been a factor.

None of this is new. We highlight these issues, because of the increasing service quality and communication demands, by our insurance clients. We have heard company after company stress qual-ity of service being key criteria for SERVPRO to remain dominate in

loss referrals. The Production Employee is the ‘face’ of SERVPRO. The employees, who have the most opportunity to interact and to be observed, often determine the success or failure of a satisfied customer; therefore, the urgent recommendation is for Franchise

Owners, even those with Operations or Production Managers, to:

1. Personally review the types, methods, and consistency of training offered to Production Employees.

2. Offer a consistent path and methodology of training to upgrade the entire staff ’s skill level.

3. Provide advanced training with correspond-ing compensation increases as incentives.

4. Train Production Employees in Customer Service and communication, especially those for whom English is not the pri-mary language. This is a critical necessity and one that will require considerable time and attention of SERVPRO Owners and Managers.

The individual SERVPRO Franchise is required to provide the constant and con-sistent Employee Training; however, our Distributorship Team is committed to providing additional training opportuni-ties via new Employee Training classes, advanced accreditation courses, webi-nars, and on-site visits. If you have a need for training assistance or to structure a Production Training Program in your Franchise, please contact this office.

Gross Volume LeadersAugust 2012

Per License Average Volume LeadersAugust 2012

1 Dave Kluger 934,722 John & Shayna Luciani 313,636

2 Steve & Brenda Young 635,441 Michael, Patrick & Kathleen Logue 217,001

3 Michael, Patrick & Kathleen Logue 434,002 Lance & Jennifer Harvey 210,859

4Lou & Michelle, Danielle, Justin

Sepe & Nicole Travis387,832 Anthony & Danielle Palumbo 195,575

5 John & Shayna Luciani 313,636 Mitch Kaikow & Stu Cleary 194,050

6 Joe Pelli 300,575 Greg Geaski 165,745

7 John Maughan 277,472 Steve & Brenda Young 158,860

8 Ron & Louise Dion 259,568 Dave Kluger 155,787

9 Frank Mattos 255,936 Doug & Lisa Jameson 145,847

10 Charles & Donna Vingoe 250,022 Scott O’Donnell 136,595

Top Ten Volume Leaders

Personal Best Volume Month August 2012

Michael, Patrick, and Kathleen Logue SERVPRO® of Atlantic City/Hamilton/Hammonton

SERVPRO® of Haddon Heights/Voorhees

PERSONAL

BEST

OCTOBER 2012 - 3

4 - SERVPRO® SUN

The Cost Effective Solution for Art and Collectible Claims

ART - Art Recovery Technologies specializes in restoration of a wide range of valued art pieces. ART also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork.

Let our staff of experts simplify your fine art or collectible claim. We ensure prompt, accurate and confidential performance that will satisfy the most discriminating collector or insurance professional.

Professional Restoration Services:PaintingsWorks on PaperSculpturesPhotographs

MuseumsHistorical Documents Fine AntiquesTaxidermy

TextilesCollectiblesCeramicsMurals/Mosaics

National Hot Line: 800-227-079624/7/365 Emergency Response

For more information about ART visit www.artrecoverytech.com

ART - National Headquarters 11847 Levan Road Livonia, MI 48150

Use your smart phone to scan this code or go to www.artrecoverytech.com

Associated Revenue

Cleaning Commercial

Gibbs

Cleaning Residential

Duct Commercial

Mattos

Duct Residential

Fire CommercialKluger, D.

Fire Residential

Pelli Maughan

In-house Construction

Young

Mold CommercialCitrangola, R. & Kluger, R.

Mold Residential

Johnson

Young

Resale Rookie

Rookie

SubcontractKluger, D.

Water CommercialYoung

Water Residential

Young

Total VolumeKluger, D.Young

Chart Toppers May 2012

INTRODUCING NEW FRANCHISE

William & Stephen Loiacono

SERVPRO® of Farmingdale/Massapequa

1 Rome Street, Farmingdale, NY 11735Phone: 516.221.3666 • Fax: 516.221.3677

E-Mail: [email protected] [email protected]

[email protected]

Operating Territory:The bounded area in Nassau County, New York that is described as the entire Villages of Farmingdale and

Massapequa Park also to include the entire Hamlets of Massapequa, East Massapequa, North Massapequa and

South Farmingdale ....

July 2012 - 5

continues on page 6

The Cost Effective Solution for Art and Collectible Claims

ART - Art Recovery Technologies specializes in restoration of a wide range of valued art pieces. ART also provides emergency disaster response through quick on-call service to mitigate and restore valuable artwork.

Let our staff of experts simplify your fine art or collectible claim. We ensure prompt, accurate and confidential performance that will satisfy the most discriminating collector or insurance professional.

Professional Restoration Services:PaintingsWorks on PaperSculpturesPhotographs

MuseumsHistorical Documents Fine AntiquesTaxidermy

TextilesCollectiblesCeramicsMurals/Mosaics


For more information about ART visit www.artrecoverytech.com

ART - National Headquarters 11847 Levan Road Livonia, MI 48150

Use your smart phone to scan this code or go to www.artrecoverytech.com

Chart Toppers May 2012

SERVPRO® of Crew TrainingWater

CertificationFire

CertificationCarpet & Upholstery

Certification

Binghamton East Keith Steffens

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!”

OCTOBER 2012 - 7

April 2012 - 7

By failing to prepare, you are preparing to fail.~Benjamin Franklin

Begin with the end in mind.~Stephen Covey

You can’t plow a field simply by turning it over in your mind.

~Gordon B. Hinckley

A plan is a list of actions arranged in whatever sequence is thought likely to achieve an objective.

~John Argenti

Planning is bringing the future into the present so that you can do something about it now.~Alan Lakein

Unless commitment is made, there are only promises and hopes;

but no plans.~ Peter F. Drucker

Those who plan do better than those who do not plan even though

they rarely stick to their plan.~ Winston Churchill

Always plan ahead. It wasn’t raining when Noah built the ark.

~Richard Cushing

Few people have any next; they live from hand to mouth without a plan, and are always at the end of their line.

~Ralph Waldo Emerson

Reduce your plan to writing. The moment you complete this, you will have definitely

given concrete form to the intangible desire.~ Napoleon Hill

If you are planning for a year, sow rice; if you are planning for a decade, plant trees;

if you are planning for a lifetime, educate people.~ Chinese Proverb

A good plan is like a road map: it shows the final destination and usually the best way to get there.

~ H. Stanely Judd

Always have a plan, and believe in it. Nothing happens by accident.

~ Chuck Knox

Plan your work for today and every day, then work your plan.

~Norman Vincent Peale

But if you build your life on dreams it’s prudent to recall;a man with moonlight in his hands has nothing there at all.

~ Don Quixote

It takes as much energy to wish as it does to plan.

~ Eleanor Roosevelt

Proper Preparation Prevents Poor Performance

~Charlie Batch

The Constitution only gives people the right to pursue

happiness. You have to catch it yourself.

~Benjamin Franklin

A hundred years after we are gone and forgotten, those who never heard of us will be living with the results

of our actions.~ Oliver Wendell Homes

Mix a little foolishness with your serious plans: it’s lovely to be silly at the right moment.

~Horace

BAD PLANNING ON YOUR PART DOES NOT CONSTITUTE AN EMERGENCY ON MY PART.

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


ERS - National Headquarters 12001 Levan Road Livonia, MI 48150

Use your smart phone to scan this code

or go to www.ers-us.com

The Industry Leader in Complete Document, File and Paper Restoration Services

DFD – Document Restoration Services’ capabilities range from document freeze drying, copying and file folder replacements to mold spore removal. DFD has the most advanced freeze drying capabilities and our team is equipped and trained to handle/process any job with the utmost urgency and care. DFD is ISO 9001:2008 Certified and HIPAA compliant. In the event the customer is in need of any of their records during processing, DFD has the capability to retrieve, scan and e-mail individual files upon customer request.

DFD Offers the Following Full-Service and Complete Document Reclamation Services:

• Mitigation - Capture and Assess Damage• Drying - Chamber and Freeze Drying• Restoration - Cleaning and Treatments• Duplication/Reproduction - File Copying and Re-Building

DFD Expertise in Restoring:

• Medical and Dental Files• Legal and Accounting Records• Library and School Books• Engineering and Architectural Drawings• X-Rays and Microfiche• Electronic Media


For more information about DFD visit www.documentfreezedrying.com

DFD - National Headquarters 11847 Levan Road Livonia, MI 48150

DFDs’ Custom Designed Vacuum Freeze Drying Chamber

Water Damaged Files Smoke Damaged Files

Use your smart phone to scan this code or go to

www.documentfreezedrying.com

DFDs’ In-House Copying/Scanning/Printing Center

File Re-Building