SERVPRO Sun September 2012

SUNSERVPRO® of Southern New England and New York

THE

September 2012

Servpro Industries has recently released the Active and Completed Jobs Management Monitors for use by Servpro Associates in the management of all National Accounts. These programs will condense several current ServproNET® programs into two user-friendly, interactive web pages.

The Active Monitor will allow SERVPRO Associates to view detailed accounts of all active jobs, similar to an electronic version of the Work-In-Progress board. The Monitor will allow Associates to track Jobs in all stages from Dispatch to Completion. The Monitor will show which jobs are currently due, which are past due, and when active jobs will become due. It allows for the tracking of a job in the audit process, and provides a back-up system to notify Associates if a self-audit has not been performed, or a job that was thought to be completed is still not uploaded.

The Active Monitor contains quick-links to the audit system, the e-viewer, and the Xactanalysis Administrative Controls. From this one webpage, Associates will be able to View or Add Notes, extend due dates, complete self-audits and owner validations, and track uploads.

The Completed Monitor will allow Associates to view past jobs and a detailed description of the audit scorecard for that job. Scorecard components include contact, onsite, adjuster briefing, uploads and audits.

Detailed User Manuals are available on both websites:

https://www.servpronet.com/Compliance/CompletedJobsMonitor.aspx

https://www.servpronet.com/Compliance/jobsmonitor.aspx

In conjunction with these releases, SERVPRO of Southern New England has begun to offer webinar sessions designed to introduce these programs to Associates. Webinars will continue throughout the month of September. Please look for e-mailed invitations from WebEx to attend these sessions.

Along with the release of the Monitors, the Owner Validation is another addition to the National Accounts Audit System. The Owner Validation is intended to serve as a model of the types of questions an insurance adjuster would ask when looking through a completed file. The Owner Validation must be performed for all National Account

Jobs and must be performed by the owner or general manager of the business. This will not affect self-audits, which are still mandatory and may be completed be members of the administrative staff.

In October, the Active and Completed Jobs Management Monitors, and Associate compliance with NAPA Guidelines will be used as determining factors in the assignment of National Account Jobs. The scores generated in October will be used beginning November 1, 2012 to determine National Account Assignments.

The Active Jobs Management Monitor and The Completed Jobs Management MonitorBy Robert Willis

SAVE the DATE

December 1, 2012

Annual Awards Program and Tradeshow

Foxwoods Resort

In this issue:

1 The Active Jobs Management Monitor And the Completed Jobs Management Monitor

2 The Owner Validation SERVPRO Code of Ethics

3 Personal Best, Volume Leader 4 Inside My Cubicle and Out

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

2 - SERVPRO® SUN

The Owner Validation

SERVPRO CODE OF ETHICSWE AGREE TO:• Maintain the highest professional standards of workmanship and service to our customers.

• Conduct our business affairs with honesty and integrity never resorting to unfair trade practices that might reflect not only on our organization, but on the entire SERVPRO® System.

• Avoid misrepresentation of product and services, goals, promises, misleading advertising, or any other promotion of our work that might lead to misconceptions on the part of the consumer.

• Share our knowledge and experience with others in SERVPRO® with the objective of upgrading the SERVPRO® System.

• Participate in Area Meetings, Workshops, and National Convention to improve our own expertise and keep abreast of new developments in technology and methods.

• Do everything possible to enhance the reputation of SERVPRO® as a group of skilled professionals; offering honest, dependable, competent service to the customer.

Along with the release of the Jobs Management Monitors, the Owner Validation is another addition to the National Accounts Audit System.

The Owner Validation is intended to serve as a model of the types of questions an insurance adjuster would ask when look-ing through a completed file. The Owner Validation must be performed for all National Account Jobs and must be per-formed by the Owner or General Manager, not by a mem-ber of the Administrative Staff. The validation is accessible through the Active Job Management Monitor, and thus acces-sible from computer, tablet, and even Smartphone. This will not affect self-audits, which are still mandatory and may be completed be members of the Administrative Staff.

The Owner Validation is explained in detail beginning on page 29 of the Active Jobs Management Monitor Users Manual. The explanation is step-by-step, complete with screen-shots and guide markers.

When performing the Owner Validation, it is important to remember the reason the Owner Validation has been put in

place. National Account Participants and Insurance Companies exist in a delicate balance, and a rating system is necessary to evaluate the effec-tiveness of the relationship. If the Owner Validation is completed with

patience and care, it will reduce the number of disputes by ad-justers, improve the reputation of the SERVPRO brand, and ul-timately facilitate faster payment to Servpro Associates.

The Owner Validation will take a few minutes to review and understand initially. In addition, it will take a few minutes every time it is performed. But the tradeoff for this minimal addi-tion to administrative and quality controls is well worth it. The Owner Validation will catch potential errors before the file leaves the Associate’s office, bring down the number of overall adjuster disputes, and improve the overall interaction between adjusters and Franchise Associates.

Please take a few minutes to review the Owner Validation, and keep an eye out for webinars throughout September.

Gross Volume LeadersJuly 2012

Per License Average Volume LeadersJuly 2012

1 Dave Kluger 950,972 John & Madeline Beck 404,031

2 Steve & Brenda Young 465,475 James Gibbs 219,918

3 John Maughan 434,165 Lance & Jennifer Harvey 202,708

4 Joe Pelli 419,127 Frank & Daria Solano 199,830

5 John & Madeline Beck 315,784 Lisa & Doug Jameson 177,188

6 Frank Mattos 261,140 Greg Geaski 156,632

7 Charles & Donna Vingoe 250,945 Dave Kluger 152,614

8 John Halko 229,419 Mitch Kaikow & Stuart Cleary 146,185

9 James Gibbs 219,918 John Maughan 144,721

10 Brad & Barbara Johnson 218,860 Ralph Rimualdo 141,149

Top Ten Volume Leaders

Personal Best Volume Month July 2012John & Madeline Beck

SERVPRO® of North Huntington

$315,984.94

Frank and Daria SolanoSERVPRO® of Greater Smithtown

$199,830.53

James GibbsSERVPRO® of Egg Harbor/Ventnor City

$219,918.57

PERSONAL

BEST

SEPTEMBER 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

Cleaning Residential

Duct Residential

Johnson

Mattos

Rimualdo

Fire Commercial

Fire Residential

Pelli

Mattos

In-house Construction

Young

Mold Commercial

Mold Residential

Maughan

Comilloni

Allen, R.

Resale Rookie

Gedney

Rookie

Subcontract

Water Commercial

Mattos

Water Residential

Mattos

Young

Total Volume

Young

Mattos

Kluger, D.

Chart Toppers April 2012

In my C U B I C L E And out... By Melanie Hackney~ The S. U. N. writing staff expresses gratitude to all who take time to peruse this newsletter; circulate articles from it to inform, instruct, and inspire franchisees and their personnel; and in return, provide the S. U. N. with ideas, news, special dates, humor, and wisdom for the benefit and edification of all franchisees and their employees. In our visits to, and in our conversations with your offices, we have gleaned knowledge regarding the manner in which you, the franchisee, disseminate The S. U. N. monthly newsletter. To facilitate training your personnel, may we suggest that ALL your STAFF receive the opportunity to gain knowledge of local and regional objectives, issues, and accomplishments by thoroughly reading The S. U. N. monthly newsletter. Additionally, we recommend each staff member initial the newsletter as they complete their reading. (Instituting this procedure for the SERVPRO Newsline is equally prudent.) The S. U. N. is a leadership, delegation, and training tool for your use...why just look at the “score” when you and your TEAM can benefit by THE game plan? Engage your TEAM by using The S. U. N.— Read and contribute articles, for the benefit of all franchisees, and inform The S. U. N.’s editor and writing staff about how we can assist you.

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 April 2012

SERVPRO® of Crew TrainingWater

CertificationFire

CertificationCarpet & Upholstery

Certification

Binghamton East Connor Plonski Connor Plonski Connor Plonski Connor Plonski

South West Morris County Obed Saldana

Upper Cape Cod & The Islands Moises Lom Moises Lom Moises Lom

Southern Saratoga County Bill Coiner

Upper Cape Cod & The Islands Timothy Grungo Timothy Grungo Timothy Grungo

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!”

SEPTEMBER 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

We will always remember. We will always be proud. We will always be

prepared, so we will always be free. ~ Ronald Reagan

Be Prepared... the meaning of the motto is that a scout must prepare himself

by previous thinking out and practicing how to act on any accident or

emergency so that he is never taken by surprise. ~ Robert Baden-Powell

I am prepared for the worst, but hope for the best. ~ Benjamin Disraeli

I am prepared to meet my Maker. Whether my Maker is prepared for the great

ordeal of meeting me is another matter. ~ Winston Churchill

Be prepared and be honest. ~ John Wooden

People only see what they are prepared to see. ~ Ralph Waldo Emerson

You can do anything in this world if you are prepared to take the

consequences. ~ W. Somerset Maugham

If I had eight hours to chop down a tree, I’d spend six sharpening my axe.

~ Abraham Lincoln

If the people knew how hard I had to work to gain my mastery, it wouldn’t

seem wonderful at all. ~ Michelangelo

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