goal digger / volume 4 / 2009

8/14/2019 Goal Digger / Volume 4 / 2009

1/16

S E R V P R O O F P E N N - D E L , S E R V P R O O F T H E C A R O L I N A S , S E R V P R O O F S O U T H E R N N E W J E R S E Y

The Goal Digger

Volume 4 2009

John, Susan and Team Bowles

SERVPRO of Nantahala

2008 New Franchise Rookie Of The Year

John and Susan moved to Western NC from the Atlanta area along with 3 sons, Brandon, Trent, andShawn. Along with them came 2 daughter in laws, Asia and Amber, and 4 grandchildren. They

began the business in a 1500 SF warehouse in Franklin, NC. The Bowles lived together in the samehouse for the first several months and lived on one small salary. They have since purchased landand built a 16,000 SF warehouse and a 2000 SF office on the land in front of the original office.

2008 Volume Goal :$1,000,000

2008 Actual Volume : $2,569,853

Our hats are off for an outstanding job!


2/16

We are pleased to announce that Dave Ramsey is

offering a one day leadership, management andentrepreneurship class, called Entreleadership, on

Tuesday, September 22nd, in Nashville, Tennessee.Chuck attended this class last year and it was one of thebest management courses he has taken in years. It willopen your eyes to management style, how to motivate

your people, how to communicate, but the best part of it

is spending a day with Dave Ramsey in a small settingwith a couple hundred people.

We are putting together a group to attend, which as ofnow includes Kristi Wyatt, John Wisniewski,

Chip Nunan, Christopher Nunan and Craig Nunan.

If you were ever to invest in a one day course, this

would be the one. It will be fun, motivational and youwill come away with great ideas.

The Directorship Management Team will be flying in onMonday night and flying back on Tuesday night.Nashville is an easy drive for those of you in the

Carolinas and for Penn-Del and Southern New Jersey itis a Southwest city, which makes it cost effective.

If you want more information and to reserve your seatplease contact Kristi Wyatt at

[email protected] or 610-268-2124.

Whatever the mind of man can conceive and believe, it can achieve.Thoughts are things!

And powerful things at that, when mixed with definiteness of purpose,

and burning desire, can be translated into riches.

- Napoleon Hill

Another Satisfied

Customer

SERVPRO of

Brandywine/Wilmington

Delaware

Dear Sir/Madam,

Thank you for the excellent jobyou did following the waterdamage that occurred in myhome. The slogan on yourcompany trucks is accurate instating...Like it never even

happened.In addition to your good work, Iwas both amazed and appreciativeat how prompt and courteousyour crews were. I wish otherservice providers could promiseand deliver on a half-hourwindow of time.

Thanks again for your help.

Sincerely,

Elizabeth S.


3/16


4/16

Duct Cleaning Classes held in June at the Penn Del Training Center (right) and

at SERVPRO of South Durham (left).

Chuck Nunan is pleased to announce that Financial Peacewill be offered at the Penn Del Training Center on the

following Saturdays this fall!

September 26, 2009

October 10, 2009November 21, 2009

December 5,2009

If you are choked by debt, if you have a team memberwho works for you who is stressed out by bills, if you

have a niece, a nephew, a friend, a grandparent thatFinancial Peace would help...this is the class to come to!

This is the solution to the credit crisis in our country!

Feel free to attend a second time if you need a refresher

or have more questions.Please contact our office to sign up.

Space is limited so dont wait!

Ryan and Shannon Martin

SERVPRO of

State College/Bellefonte

Welcome to their family:

Catherine RoseJuly 18th, 2009

9 lbs 5ozs

21.5 inches


5/16


6/16

Storm Team UpdateBy Chris Scallan

Recently we had two micro-burst rain storms in the Pittsburgh area. Both were

good tests to prepare us for the upcoming storm season. The first inundated theCity of Pittsburgh and its eastern areas, which Dave Hughes and Storm team

members responded to. The second occurred in Erie, PA which our Western PAtrainer, Brad Catalano, helped coordinate local franchises followed by the addition

of two Storm team members to help with the rest of the jobs.

The greatest success of these two storms was the affected franchises call for help

once they realized they were going to be overwhelmed. It can be a difficult call to

make when you are caught up in it all. Dave Hughes has been providing everyonewith the reality of the huge percentage of jobs that get lost after the first two days

of a storm. You must understand what your franchises production capacity is so

that you know when to make the call for help. Don Turner has a capacity calcula-tor on ServproNET.

Having call logs readily available is also important. You need to track the calls thatcome in and fax these lists in to your trainer so that they can better assist you.

Getting your trainer the lists will not only help them coordinate the right amount ofproduction help needed, they can also help qualify the customers on the list.

Corporate is rolling out a Storm Manager that will be a part of ServproNET. Theprogram will allow franchises to enter the calls

into the computer to make it easier to track thecalls and get the call list to your trainer, director

and Storm Team Leader. Dave Hughes is creat-ing a phone script for franchises to use that will

help qualify the customers during the initialphone call. We will be emailing this script out

once it is complete. The goal is to make surethere is a close to accurate list of customers that

need and can pay for our services.

The last thing is that Storm Team is not just about

hurricanes and wild fires. Localized storm eventscan create a need for help. Call your trainer

when you become inundated and help upholdthe promises you made to your COIs.


7/16

CAPPING OFF PLUMBING LINES

By: Dave Lyman

Have you ever had the water damage that required removing a kitchen sink base or bathroom

vanity base that you could not get the water valves shut off? Happens a lot, right? You need to

remove the drywall and insulation behind the unit and you cant get your plumber out rightaway to cap off the lines so you can remove the base unit. Here is a solution we are using toeliminate the need to call your plumber out for this minor problem. We have outfitted our techswith a small box of the sharkbite and or gator bite plumbing connection system. With these

fittings you can connect a inch or inch cap to any copper, cpvc and pex pipe with nosoldering, clamps, unions or glue. The connections are certified to 200 psi and 200 degrees

Fahrenheit. These systems sell all types of plumbing products, but we only need what they callend stops or caps.

The installation is easy. Make sure you turn the water supply off going to the plumbing lines.You will also need two types of cutting tools in the box. Use a copper tube cutter for cutting the

copper pipe and a pex tubing cutter for cutting any type of cpvc and pex pipe. Ensure the pipeis cut square and the rough edges and debris are removed with emery paper. Mark pipe for 1inch depth. Push pipe and the end stop together. Turn the water supply to the unit or house backon. Thats it. The pipe is capped off. Now you can remove the sink base unit or vanity base.

These products can be purchased at any plumbing supply, Home Depot or Lowes. Cost of each

end cap is around $4.00 each.

This saves lots of time and expense. Another positive for this application is that we still charge a

minimum plumbing charge for this service that takes only 1015 minutes of your technicianstime.


8/16

How well do you do as a manager???One of SERVPROs philosophies is for each franchise to be fully managed and debt free.

What does that mean?

That means having your 3 divisions. Your sales division, your office division and yourproduction division. all working to achieve your long term goals and current goals.

How well do you do as a manager?

Are you frustrated with turn-over, lack of team support,not accomplishing the goals you have set out?

John Wisniewski and Chuck Nunan will be putting on a one-day Management class

for owners only.September 10th at the Penn Del Training Center

October 7th in Wilson, NC

October 14th in Monroeville, PA

If you want to sharpen you management skills and truly develop a fully managed business

this class will be for you.


9/16

Late Monday afternoon, green trucks

from SERVPRO of Anderson were

parked outside the closed eatery onClemson Boulevard as crews worked

inside to clean up followingthe robbery and shooting- Greenville

News 5/13/09

SERVPRO of Anderson received a callfrom Hardees Regional Manager, SharonPhillips requesting assistance in a crimescene cleanup as soon as possible. She

stated that two local employees had been

shot the night before when closing therestaurant. Within 20 minutes of taking

the call Co-Owner Russ Burton was at the

crime scene gathering the information toget started immediately. In less than 30

minutes, SERVPRO professionals were onthe job. Marketing Rep Cory Hendricks

was there speaking with Loss PreventionSpecialist Anthony Hackney in order to

answer any questions and informed him of

the services that SERVPRO has to offer.After meeting with him we now havepotential for Hardees to be a national

vendor. Both the regional manager as wellas the loss prevention specialist, werevery pleased with the efficiency andprofessionalism of the SERVPRO crew.

Within 24 hours from the initial callHardees was Hazmat certified and it was

like it never even happened.

2009 SERVPRO Annual Convention

By John Wisniewski

Every year we attend the SERVPRO AnnualConvention and I have some questions I want you

to think about.

What did you get out of this years convention?

Why do you attend?

Did you go just to pick up your check?

Am I doing everything I can to grow my business?

The reason I ask these questions is that I lookforward to Convention each year as an

opportunity to learn new things, spend time with

our franchises and talk to other franchises to swapideas, tips and tricks. While my reasons for beingat convention are not the same as yours, I believe

we all have a common goal:

SUCCESSFUL and GROWING FRANCHISES

If you did not feel convention was worth your time

and you did not attend any workshops or Generalsession, I feel you did your business a disservice.Convention is what you make of it. This is the time

when you should be recharging you batteries andgetting excited about where this company is

going. You should be proud of what you helped

to build and continue to nurture and grow.

I was excited to see how many franchises broughtkey employees this year to share in the

excitement and show them that they are a part ofsomething really big. Way to go!

Remember this! Positive thinking brings positiveresults. You get out of life what you put into it. You

are all great people, so I know you will achievegreat things.

I hope you all had a great time at convention and Iam looking forward to Hawaii!

Anyone up for surfing?


10/16

Building Customer LoyaltyBy: Dave Brady

Small business owners are typically taught to do things that can be easily quantifiedand reported on a balance sheet. Stop for a moment to answer this fundamentalquestion: What is the purpose of any business? On the face of it, this questionseems pretty easy to answer. Most small business owners would answer: To make

a profit. But thats the wrong answer. Profits are an outcome. They only tell us ifour business strategy and execution are working.The mark of success for the small business owner and therefore the ultimateobjective of its strategy are to satisfy customer needs and wants at a sustainableprofit. Whatever strategy and tactics we employ to gain competitive advantage mustultimately be based upon our profitably providing a better solution for customers.Customers are the ultimate asset for all profit-making organizations. They provide allof a companys real value. Oddly enough, customers are one of the few aspects of abusiness that are not managed as an investment. This oversight negatively impacts

profits in multiple ways which includes but is not limited to poor customer service,inefficient resource allocation and unstable cash flows.Therefore, if customers are the primary asset, the ultimate aim of any businessstrategy should be to maximize the value of customers to the company. While on itsface such a statement may seem easy to understand, the reality of this is thatresearchers consistently find small businesses that provide excellent customerservice along with higher service standards significantly outperform their competitorsin profits.But this doesnt just happen. It requires the successful integration of all areas ofmanagement which must include ownership, office administrators, sales

management and production crews in which everyone provides the absolute best incustomer service and service standards to each and every customer.Im sure that everyone has heard the saying Take care of your customers andtheyll take care of you.This couldnt be truer in todays economic climate especially where insuranceagents, adjusters and customers have multiple options when choosing companiessuch as ours. Stand out from the rest and be not only the best but be the brand aswell!

The pessimist sees the difficulty

in every opportunity;

An optimist sees the opportunity in every difficulty.

-Winston Churchill


11/16

Reminder

It is yourresponsibility to

check yourNAPA status

3 times per day!SERVPRO of Washington/WoolwichFamily Fun Day!

Stay With the Right People!By: Mike Gosnell

Servpro of Western South Carolina

I was sitting with my laptop pondering over the events at Convention,

thinking about which one I would consider my favorite to write about.

Would it be the invigorating speeches given by our wonderful quests?Perhaps the workshop Leadership vs. Management taught by Dale Dohner as only he can?!

Maybe catching the 20/20 vision and the excitement emitted by everyone as we begin tocompete in Large Loss and STORM activities? Even though these are all GREAT things, I couldnt

help but keep thinking back to my conversations with each of you about the different things youhad learned from EACH OTHER! Over dinner appointments, lunches, and just casualconversation, I could see many AHA! moments when one of you would begin to share practicesand ideas with someone else, many times giving them keys they had been searching for tounlock the next level of their business!

In Proverbs 11:14 King Solomon writes, Where no counsel is, the people fall:but in the multitudeof counselors there is safetyNo matter what level of success you are experiencing there isalways someone else doing it bigger, better, or different than you and we must not succumb tothinking we have figured it all out but rather commit ourselves to living a life of continuallearning. Learning many times comes in two ways: through education or experience. While

there is nothing like learning from your own mistakes and experiences, many times pitfalls canbe avoided by learning from someone who has already walked down the path you wish to go.This is why I cannot stress enough the importance of associating with the right types of peoplewho have vision and have done more than you have. These people can give us guidance andencouragement to keep pressing on and maintain the drive to attain our goals. At the end of theday, this is what Convention is about, a group of likeminded people unifying together to spread

ideas and reenergize ourselves to go out and BE THE BRAND and take SERVPRO to$5,000,000,000!!


12/16

Contest at SERVPRO of Anderson

Here at Servpro of Anderson we have

started a new incentive for the employees.Crew members now make a copy of all

positive COSs for a job they worked on and

place it in a folder. At the end of every sixmonths those forms are tallied. For each COSreceived that crew members name goes into

the bucket. Once the name is drawn thatemployee wins a weekend getaway! Our first

six month winner was Alan Jones. Alan andMegan received a weekend for two to Myrtle

Beach which included hotel stay, money forgas, as well as food. Way to Go Alan!!

Advertising Outside of the BOX with Digital TV Ads

By: Kathy Harris

We are all finally digital! After all that hype and warnings last year to be preparedfor the digital world of television starting in February of this year then it waspostponed to June with more hype, we can all just enjoy TV without all of those ads.But stop and think about it, with all that advertising for digital, we were all prepared. So stop and thinkabout how many folks watch TV and everyone knew about digital service. If you want to use your mar-keting dollars without going broke, there is a way, Here is how:

First of all I would like to thank Ray and Joann Hopkins and their Sales Manager, John Lupinetti ;SERVPRO of Sussex County, DE for sharing this information. They have implemented a very affordableadvertising program on cable TV. John contacted their cable provider, Comcast, and Comcast sent aknowledgeable Advertising Rep to meet with them. This SERVPRO provided their demographics to thisrep and she presented to them a reasonable plan. Thanks to digital service, the cable companies are

able to narrow down their viewing areas by zone and even down to neighborhoods if needed.SERVPRO of Sussex Co. was presented advertising on their choice of stations, for example; HGTV, Fox,The History Channel, Lifetime, etc. They chose seven stations to run the SERVPRO ads that can beobtained from The Buntin Group. They even had the voiceover for these ads to say their local SERVPROname and contact numbers. By the zones provided from the cable company, they could choose wherethey wanted to run their ads. So if a particular area of your territory is sparsely populated, you couldchose not to advertise there and focus where the most bang for the buck would be.

Everyone is probably thinking, ok, what is the catch? SERVPRO of Sussex County started this programin April and they are continuing through September. The number of ads run on which channel variesand John recommended looking up the National ad run times and offset from those times and channels.Since nationally we advertise on The Weather Channel, they chose not to run ads there; however, this

cable company gave them a tickler line that runs constant on The Weather Channel that is a greatadded bonus. Ok, here it is, John said their ads run from an average of $2.00 per ad to $5.00 per ad, thisdepends on the station and run time. And, best of all; they are getting work from these ads! The wholeprogram is practically being paid for from the work they have received. How cool is that?!

Contact your cable provider to see what type of programs they can offer. They are hungry for work too;so the deals are out there. Wouldnt that be neat to see your SERVPRO ad on TV? John Lupinetti was

kind enough to tell me to put his contact information in this article so you can discuss this program withhim in detail. SERVPRO of Sussex County is owned by Ray and Joann Hopkins with John as their SalesManager. Their office phone number is 302-856-9768. Happy Advertising!


13/16


14/16

Per franchise license

January 2009June 2009

You should be at 1/2 your 2009 Volume Goal...are you?

Nantahala $1,843,165

Beaufort $1,151,853

Lansdale $1,047,461

Kennett Square/Oxford $943,934

Horry County $899,916

Greensboro North $828,832

Ashville $824,961

West Erie County $787,528

SW Raleigh/Cary/Wake $763,440

Greensburg $757,460

Manayunk $740,280

Hickory $739,332

Warminster $696,801

West Chester $685,231

Society Hill $661,964

Altoona $652,544

New Hanover $627,888

Upper Bucks $624,639

Pickens County $614,104

Woodbury/Deptford $609,178


15/16

July 1stAngie WilliamsEastern South Carolina

July 2ndShannon MartinState College/BellefonteJuly 2ndChuck NunanPenn Del, Southern New Jersey and The Carolinas

July 3rdPat LymanCentral Chester County and The Main Line

July 7thRyan MartinState College/Bellefonte

July 7thWilliam HinsonRichland County

July 11thRich BancroftClearfield County

July 13thKen LucasAiken

July 15thRenee SfarroSomerset and Westmont

July 16thSean McCabeGermantown, Pennypack/Bustleton, Upper BucksJuly 21stGlenn HerrmannNewtown/Yardley, Blue Bell

July 22ndLarry TedrowPitt/Greene, Craven & Pamlico

July 26thMonica CromerThe Dutch Fork

July 28thKris LutzWarminster/Lansdale

July 28thLisa BurchGreenwood, Abbeville & McCormick

August 3rdAnne BogdenWest York/Hanover

August 13thRich QuinnWest Chester

August 15thStephanie ChristPenn Del, Southern New Jersey and The Carolinas

August 23rdAlex FiatoGreensburg

August 28thJanice SmithCharleston

July 4thRick and Renee SferroSomerset and Westmont

July 4thStephen and Joan MartinHenderson County

July 26thRandy and Wanda McGarityNorth and South Spartanburg

August 4thSteve and Dawn DavisEaston/Whitehall and Bethlehem

August 6thKen and Vicki MorrisLincoln/North Gaston

August 6thRay and Charlotte ReddRocky Mount

August 9thRyan and Shannon MartinState College/Bellefonte

August 10thChuck and Chris NunanPenn Del, Southern New Jersey and The Carolinas


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Mission

To develop a team of quality people who focus on

excellent service, fairness and mutual respect

Vision

To be the premier cleaning and restoration company inPennsylvania, Delaware, Southern New Jersey and North

and South Carolina.

Purpose

To help entrepreneurs succeed by building fully

managed, debt free businesses.

Core Values

Provide Excellent Service to Our Franchises

Take Care of Our People

Provide An Environment for People to Grow

Give Back to Our CommunityTeamwork Equals Success

Ongoing Growth and Profitability

Be Financially Frugal and Debt Free

Please Contact

Kristi Wyatt

Or

Chuck Nunan

For more information

610-268-2124

[email protected]

Servpro of Penn-Del

Servpro of The CarolinasServpro of Southern New Jersey

P.O , Box 482101 Willow StreetToughkenamon, Pa 19374610-268-2124

goal digger / volume 4 / 2009

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