November 2015

Special points of interest:

Top Performer Symposium

Pending Assignment Year End Close-Out

CAT Assignment Updates

Inside this issue:

Network Topics 1

GC/Mitigation 2

District Topics/ Customer Service

3

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The following report provides important information

relating to Contractor Connection network activity. It

also lists district performance data and is intended to

assist you improve your overall program performance.

TOP PERFORMER SYMPOSIUM: Crawford Contractor Connection recently hosted its

Fifth Annual Top Performer Symposium with approxi-

mately 200 elite Contractor Connection network

members at the Sawgrass Marriott Golf Resort & Spa

in Ponte Vedra Beach, Florida November 3rd –6th.

This years event combined both East and West coasts

Top Performing contractors. The “Top Performers”

designation is based upon a Network member ex-

ceeding performance expectations. This Symposium

allows these elite companies an opportunity to take

part of an open forum to network with each other,

discuss industry challenges and opportunities and

provide feedback directly to the Contractor Connec-

tion leadership team which will help shape the future

strategic direction of the Network. The symposium

consists of Round Table Topic discussions, a general

session and awards dinner, The Round Table discus-

sions are held with our management team who seek

valuable input from contractor partners about the

future of the network and what we can do to im-

prove the performance of all network members.

Crawford Contractor Connection wishes to thank

those in attendance at this year’s symposium and for

your dedication, participation, and input in assisting

to improve the network. I challenge each of you to

“Be There When It Counts” and become part of this

elite group. Please contact me for additional infor-

mation on improving your network recognition.

PENDING ASSIGNMENTS/YEAR END CLOSE OUT—

Status Updates:

It is hard to believe but we are in the last quarter of

the year. As the end of 2015 approaches we would

like to remind you that all assignments need to be

updated with the current job “Workflow Status”

along with the “Target Start” and “Target Comple-

tion” dates. Your POMS score starts with a clean slate

on January 1st, so please ensure that ALL pending

assignments are updated BEFORE the end of the

year. We recommend you update all applicable as-

signments to the “JOB COMPLETE” status as soon as

possible to ensure the assignment is closed out. On

your Contractor Summary page you will see this re-

flected in both the “Assignments Pending” section

and in “Jobs Not Completed”. Even though an assign-

ment was received in 2015, if it closes in 2016 the

score for that assignment will be applied to 2016

POMS. Keep this in mind when you receive new as-

signments in this last quarter. Set alerts in your calen-

dar or XactAnalysis if necessary to ensure that on

December 31, 2015, where possible, all assignments

are closed or have an updated workflow status.

CAT ASSIGNMENT UPDATES

Thank you for your tremendous response and com-

mitment to supporting the Contractor Connection

clients and their policyholders this past year, includ-

ing those that were impacted by a catastrophe or

storm related events.

During these events it is even more important to

make sure to show all the outstanding work you are

doing on behalf of their homeowners with timely

updates in XactAnalysis for “Customer Contacted”

and “Site Inspected.” Your successful work effort in

these events will lead to increased network business

opportunity in the future.

You’re our eyes on the ground during these events.

Communication with your District Manager and

Membership Services Coordinator is essential in help-

ing us coordinate needed services. In addition to

communicating your capacity and status in CAT

events make sure to review your Capacity Manage-

ment Portal so that we can project coverage in a CAT

event.

In the future, if you are willing to mobilize to an

affected area to assist with emergency assignments,

please send an email to :

CAT@CONTRACTORCONNECTION.COM

Please be sure to include your company’s complete

contact information.

The Northeast District representing the states of Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Rhode Island and Vermont

Northeast District Contractor Performance Report

“Be There WHEN it COUNTS”

Follow Contractor Connection

at:

Top MRP Performers Month Results

Adams Emergency One

Bellamy Construction

G.W. Savage Corp

Servpro of Weymouth, Hingham, Quincy

Seifert Cleaning Company

General Home Systems

Paul Davis Restoration of Cape Cod & Islands

Stanley Steemer of Western New York

Battistons of Windsor

Michele Dry Cleaners

Bottom MRP Performers Month Results

Disaster Specialists

Servicemaster by Gilmore

Paul Davis Restoration & Remodeling of Portland

A.R.S. Restoration Specialists– Hudson

Servpro of the Seacoast

Page 2

Northeast District

Contractor Performance Report “Be There WHEN it COUNTS”

November 2015

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

District 5.1 6.9 13.1 12.8 13.0 9.7 10.8 8.3 9.8 6.7 5.0

3456789

1011121314

D

a

y

s

MRP Estimate Upload (District Monthly TIP Result)

Jan Feb Mar Apr May Jun Jul Aug Sept Oct Nov Dec

MIT District 7.0 8.6 15.0 13.7 12.7 10.4 8.4 7.9 7.2 6.3 6.9

3.04.05.06.07.08.09.0

10.011.012.013.014.015.016.0

D

a

y

s

Mitigation Upload(District Monthly TIP Result)

Top Mitigation Performers Month Results

Flag Cleaning & Restoration

Rainbow Intl Restoration & Cleaning of Long island

TERS– Nanuet

A Molly Company

Crystal Restoration Services– Southington

EMS Restoration Corp

M.A. Restoration

P.C.I. Services

Servpro of Broome, Tompkins & Tioga Counties

Maxons Restorations– New York City

Bottom Mitigation Performers Month Results

Servpro of the Southtowns

Paul Davis Restoration & Remodeling of Portland

Construction Services of New Hampshire

Servpro of Boston

Servicemaster by Gilmore

3 day Goal

“If you SAY it, DO

it. Don’t promise

to upload an

estimate or

provide some

other update or

document, and

fail to follow

through.

Otherwise what

you SAY is

meaningless”

“Job completion

photos are now

required. They are a

also a great addition

to your portfolio and

can diary your quality

of work, etc if there

are ever questions or

issues. Photos

throughout the

project probably

wouldn’t hurt either.”

Want one?

The

“Golden Hammer”

Wow, we hit the 5 day mark before my prediction. Great job!. Please continue to manage to the new POMS

and to make prompt contact, set inspections early and upload estimates as soon as possible following the inspec-

tion.

We have gotten off track a bit. Of the dozen or so mitigation companies with over 10 day averages last

month, half were contractor delays in ensuring prompt start of mitigation, not explaining delays or not uploading

estimates immediately upon completion. Please make sure that you expedite water mitigation drying in order to prevent unnecessary further

damage or to increase your liabilities.

BOLD represents consecutive months

Estimate Review- The district GC review times has increased again to

nearly 3 days. There were a couple contractors with review times over 10 days which was well over the expected 2 days or less. The district mitiga-tion review time has also gone up to .73 days.

Highest (Poorest) Review TIP last Month

Branch Restoration (GC)

Servpro of the Southtowns (Mitigation)

Customer Surveys- The district overall survey score was not the 9.4 of the month before and has gone down slightly 9.3. The main im-pact to this score is a low 8.9 in the “would you reuse the contractor category. This is down from the month before and was impacted by about a dozen or so contractors where the customers had indicated to us and the client that would not use the contactor again and can have an impact on your continued program participation with those clients. Please review your completed surveys from last month to see if your company was one of them then identify the reason and solve it so it doesn’t happen again.

Service Level Failures- We only had one district SLF last month for not responding to our reviewers request. I am tempted to list the contractor but won’t.

2016 IICRC Firm Certificates- The renewals came out mid November and we are already receiving the new 2016 certificates. Thanks to Milro Services for being the first. Let’s not drag this out as happened last year. Right in the middle of the CAT you were having to deal with obtaining certificates. The current certification expires on 12/31 so please obtain the 2016 certificate and sent it to Tammy in Membership Ser-vices prior to then.

MRP

Top 5

Adams Emergency One

A Molly Company

P.C.I. Services

PHS Corp

Flag Cleaning & Restoration

Bottom 3

A.R. S. Restoration Specialists– North Haven

A.R.S. Restoration Specialists– Hudson

Mammoth Restoration

POMS Score YTD Top/Bottom Contractors

Water Mitigation

Top 5

Restoration Experts of NY

P.C.I. Services

Southern Connecticut Restoration

AMH Restoration

Servpro of S. Burlington

Bottom 3

A.R.S. Restoration Specialists– Newton

Servpro of the Mid and Outer Cape

A.R.S. Restoration Specialists– Hudson

November2015 Northeast District

Contractor Performance Report

“Be There WHEN it COUNTS”

Page 3

Cc: Lance Malcolm, COO

Will Carpenter, AVP Operations

Textile Restoration

Top

Battistons of Windsor

Bottom

FRSTeam by Speedy’s

3 day Goal

10550 Deerwood Park Blvd., Suite 100

Jacksonville, FL 32256 904-394-6200

Northeast District Manager Ron Coalts

Phone 904-394-6226 Cell: 518-772-9417 Fax: 866-855-1197

Membership Services

Tammy Withrow (ALL STATES) 904-394-3247

Customer Service

Insurance Services

800-525-7671 Yolanda Battle (MA) 904-394-6374 Barbara Young (CT) 904-394-6343 Rose Meyer (ME, NJ, VT) 904-513-7056 Tamoy Aji (NH) 904-394-3416 Tammie Arnold (NY) 904-394-3248 Darlene Kelly (RI) 904-513-7060

Consumer Services

866-838-6840

Angela Hall (MA,ME,NH, NY,RI,VT) 904-394-6318 Sabrina Hayes (CT, NJ) 904-394-6270

PDRP Status

Claudia Murphy (All States excl. NJ) 904-394-6341 Rhonda Sherrer (NJ) 904-513-7005

What does it take to Get it Right the First Time?

Clear, Concise & Well documented estimates that follow industry, network

and *client standards and guidelines.

These are some key items that will help you “get it right” the

first time and to develop a great relationship with our reviewers.

Review and follow all guideline requirements. Never as-

sume that every clients set of guidelines are the same.

Thoroughly documenting conversations with adjusters; es-pecially any approval they have given and use line item

notes, never assume that a reviewer knows what you mean.

Provide plenty of photos showing ALL damage estimated

Respond promptly and address ALL questions and requests at once. Learn from previous interactions, take notes for

reference, etc.

Please complete a final review of every estimate to make sure that it

meets program requirements and contains all supporting documents

(photos, ITEL, authorization forms, estimate notes, etc.)

Staff Updates