SUNSERVPRO® of Southern New England and New York

THE

JANUARY 2013

Unlike the previous year, 2012 was uneventful, weather-wise, until Hurricane Sandy, which reinvigorated but challenged many franchises to produce work and run their businesses under extremely difficult circumstances. We, unfortunately, had franchises that experienced loss of personal homes and damage to business property; however, thankfully, no personal injuries. 2012 was a year in which a number of franchises purchased, built, or improved their office and warehouse facilities, expanded their services, intensified employee training, and refocused their marketing efforts to offset a slow ‘winter season’.

We would like to thank all franchise Owners and their respective staffs for the dedication and hard work, which has been reflected in substantial overall revenue totals. Despite a relatively non-weather event year, until Sandy, franchise volumes, to date and as a whole, are approximately equal to the previous year.

2012

In this issue:

1 2012 Year in Review 3 Volume Leader/Ad Guidelines

Build your Dream 2013 4 Sponsors 5 Door Prize Winners 6 Award Recipients 8 Personal Best 9 Kudos10 Words of Wisdom

THE YEAR IN REV IEW

2013To kick-off the New Year,

Attend the Mandatory Regional Meeting

Great Learning and Networking

Opportunities

March 13, 2013Norwalk Regional

The Norwalk Inn 99 East Avenue

Norwalk, CT 06851

$124.00 Ask for the SERVPRO® Rate

203-838-2000

Save the Date

2 - SERVPRO® SUN

Our Distributorship Team continues to be focused on providing you and your employees with Administrative, Production, Marketing, and Executive Consultation, National Accounts Compliance Advocacy, and overall Business Consultation. We strengthened our Field Training Staff by adding a new Marketing Specialist, Jeff Smith, plus two additional Business Consultants, with both business degrees and backgrounds, Robert Willis and Kathryn Cohn.

Servpro Industries Management continues to pursue and reinforce their goal of $5 Billion in revenue by 2020, in order to increase our influence and dominance in the insurance restoration market. The emphasis will include heavy promotion of the Emergency READY Program (ERP) to commercial clients, to become dominate in the mid-size building restoration market. The ERP, along with strong local market penetration, using effective Servpro Marketing Representatives, and securing and keeping additional National Account partnerships, will be keys to achieving your business goals as well as those of the Distributorship and Servpro Industries.

SERVPRO® is embracing high-tech delivery systems, such as iPads and smart phones, to provide mobile access to the Emergency READYProgram. Additionally, easier access to training and promotional materials and programs will be presented using this technology. Distributorship Business Consultants will be using electronic communication in lieu of paper Business Review forms. A myriad of technical and administrative Vendor and Distributorship workshops; employee training and certification courses; and pro-active Goal-Objective follow-throughs via group participation and individualized consultation, with the increased use of Webinar communication will be provided for franchises during the year.

SERVPRO® is also launching a very ambitious Leadership Program to help Servpro entrepreneurs develop their full potential. This will be very evident by the pre-FFA/AAR preparation, the encouragement of all Owners to view the Leadership Modules on ServproNET®, as well as the implementation of the presented principles into their business operations. Our Distributorship Team will be using these principles and active follow-up actions to assist franchises to achieve the top stated Goals and Objectives that will improve their businesses during 2013. All of this is to help franchises grow and be profitable regardless of ‘weather events’.

We look forward to sharing in your success!

1Fantastic Distributor Annual

Workshops, Tradeshow, and Awards Program

5 Number of New Franchise Sales

2 Completed Franchise resale assistance

6 Number of WRT, SRT, ASD new IICRC + Bio-Recovery Courses

equaling 106 hours

96 Hours of conducted Area Meetings

and Employee/Owner Training Classes

122 Hours of Business Consultation

with Non-Direct Assigned Franchises (those with Trainers)

140 Hours of QuickBooks, Xactimate, and ManagER Green Classroom Training

880 Distributor Team Continuing

Education hours to add value to Franchise Consultation and Training

3,520 Direct Visitation, Area Meeting, and

Employee Training Hours - This is an average of 46 hours per Direct

Assigned Franchises

10,000+ Hours of telephone support, Business

Consultation, Audit Hours, and Compliance Advocacy

“what have you done for me lately?”

To recap our efforts on your behalf, below are the annual Distributor service numbers:

2013A LOOK AHEAD

Gross Volume LeadersNovember 2012

Per License Average Volume LeadersNovember 2012

1 David Kluger 1,514,926 Daniel & Allison Wallace 499,038

2 Lou & Michelle, Danielle, Justin Sepe & Nicole Travis 715,157 Scott O’Donnell 458,125

3 Steve & Brenda Young 700,705 Dion & Lynn Luzzi 408,678

4 Patrick Jones 507,715 Lance & Jennifer Harvey 277,857

5 Daniel & Allison Wallace 499,038 Greg & Allison Geaski 271,649

6 Scott O’Donnell 458,125 Patrick Jones 253,857

7 Dion & Lynn Luzzi 408,678 David Kluger 252,682

8 Michael Reilly 402,946 Kenneth & Rebecca Matejek 247,027

9 John Maughan 345,145 Lou & Michelle, Danielle, Justin Sepe & Nicole Travis 238,583

10 Michael Logue & Patrick & Kathleen Logue 352,284 Frank & Daria Solano 237,654

Top Ten Volume Leaders

JANUARY 2013 - 3

Check ServproNET® for 2013 ARGEvery employee, every uniform and every truck sends a vital branding message to our customers ...

Make it a positive Brand message!

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Diamond Sponsors

Platinum Sponsor

Gold Sponsors

Silver Sponsors

XTDREquipment

Build Your Dream In 2013

NOVEMBER 2012 - 7

Work Shop Chip Winners

VENDOR NAME SERVPRO® OF

Legend Brands/Dri-Eaz Mark Zegarelli Jefferson CountyLegend Brands/Sapphire Scientific Calvin Yoran Danbury/RidgefieldCollins Brothers Moving & Storage Ron Dion Manchester/BoltonCRW/Bridgepoint Frank Solano Greater SmithtownAssured Software Kristen Good SW Onondaga County

Trade Show Door Prizes Winners

VENDOR WITH TRADE SHOW DOOR PRIZES NAME SERVPRO® OF

1-800-PackRat (Kindle Fire) Rich Fevola The East EndAdams Keegan ($100 Best Buy Gift Card) Mark Zegarelli Jefferson CountyAssured Software (40” Flatscreen TV) Greg Bock Southwest Morris CountyBenefect (Case of Benefect & Poker Set and $100 Poker Chip) Scott O’Donnell Woodbury/DeptfordBest Business Systems (2 Servpro Portfolios/$25 Starbucks Gift Cards) Bill Chillianis & Chris Leon Glen Cove/JerichoCollins Brothers Moving & Storage (2 Giants/Eagles Tickets) Dan Aller EdisonContents Recovery Experts (4 Digital Cameras) Dave Kluger Oakdale/North Bay ShoreCRW (FlashXtractor) Bill Chillianis & Chris Leon Glen Cove/JerichoDelmhorst (TechCheck + Case) Forrest Sheperd Scarsdale/Mount VernonEnviroCare ($50 Visa Gift Card) Rich Delfino PatchogueERS (3 $50 Visa Gift Cards) Andrew DeLuise South Huntington Walter Paiva Fall River Scott Yoran Danbury/RidgefieldFlir (Extech MO265 Pin/Pinless Moisture Meter) Bill Good SW Onondaga CountyFRSTeam (2 Apple iPads) Bill & Beth Russell Upper Cape Cod & The IslandsHeat Wagon (Model P1500 Electric Heater) Lance Harvey Hoboken/Union CityHydraMaster ($100 Visa Gift Card) Bob Kinch CliftonLegend Brands (Apple iPad2) Greg Geaski Milford-Orange-StratfordModec (3 Cases of MDF-500) Kevin Muro East Meadow/Westbury A. Bregman/W. Lieblein Long Beach/Oceanside Joe Giambone The North ForkMorantz (Ultrasonic Jewelry Cleaner) Chris Delfino Fort LeeNikro (10-Gallon HEPA Vac) Dion Luzzi Washington CountyPerfect Fit (Sports Bag with logoed items) Don McKendall Northern Rhode IslandPhoenix (Focus Axial Airmover 400) Kevin Mott Western Union CountyQuickSearch (4 Calculator Clipboards) Don McKendall Northern Rhode IslandSERVPRO (1 Case Benefect & 1 Case Sporicidin) Frank Solano Greater SmithtownSporicidin (Two 5-gallon pails of Sporicidin MRC-100-1) Barb Johnson Orange CountySprint (Photon 4G phone) Mike Reilly Toms RiverTMC Group (2 IICRC Gift Certificates) John Zoephel Northeast Somerset County Tom Irvolino Teaneck/EnglewoodUnifirst ($50 Catalog Gift Card) Bob Kinch CliftonWebb Mason (500 Business Cards + Collapsible Cooler) Bill Good SW Onondaga CountyXTDR (Phoenix 200 Max Dehumidifiers) Herman Glaser Branford/Shoreline Scott Yoran Danbury/Ridgefield

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Production Training Richard & Shannon Delfino PatchogueBest Maintained Equipment Anthony & Danielle Palumbo ParamusBest New Facility John & Shayna Luciani MeridenBest New Facility John Maughan FreeholdTeam Marketing John Maughan FreeholdEffective Sales & Marketing Representative Lance & Jennifer Harvey Hoboken/Union CityPerfect Job File Dan Aller EdisonMost Improved Red/Green Light John & Madeline Beck North HuntingtonSecond Generation Gil & Sheryl Morrissey Western Dutchess CountySecond Generation Scott Yoran DanburySecond Generation Brad & Barbara Johnson Orange CountyAdministrative Training Patrick & Barbara Jones Cape May CountyContinuing Education Charles & Donna Vingoe Northwest BergenEmergency Ready Program Brad & Barbara Johnson Orange CountyPersonnel Development John Halko North Onondaga CountyMold Man John Maughan FreeholdMold Man Michael Reilly Toms RiverAbove & Beyond Michael Reilly Toms RiverAbove & Beyond Patrick Carroll Park City/ShorelineFuture Star Will Lieblein & Alan Bregman Long Beach/OceansideStages of Development John & Madeline Beck North HuntingtonRookie of The Year Chris Fyrberg ManahawkinPrinciples of Success Richard Fevola The East EndFully Managed Business Team Mattos Metro Rhode IslandFully Managed Business Steve & Brenda Young WaterburyBob The Builder Dave Kluger Oakdale/North Bay Shore Storm Team Hero TEAM WILSON Storm Team Hero TEAM STONE Facility Upgrade Team Sepe BinghamtonBest New Facility John Halko North Onondaga CountyBest New Facility Dion & Lynn Luzzi Washington CountyVision Lance & Jennifer Harvey Hoboken/Union CityBe The Brand Dion & Lynn Luzzi Washington CountyTop Gun Dave Kluger Oakdale/North Bay ShoreSalesperson of The Year Jim Bertini Oakdale/North Bay ShoreBuild Your Dream Charles & Donna Vingoe Northwest Bergen

2012 AWARD WINNERS

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Most Improved Red/Green LightStages of DevelopmentJohn & Madeline BeckNorth Huntington

Future StarWill Lieblein & Alan Bregman Long Beach/Oceanside

Principles of SuccessRichard Fevola The East End

Effective Sales & Marketing RepresentativeVision Lance & Jennifer Harvey Hoboken/Union City

Best New FacilityBe The Brand Dion & Lynn Luzzi Washington County

Best Maintained Equipment Anthony & Danielle Palumbo Paramus

Continuing EducationCharles & Donna Vingoe Northwest Bergen

Personnel Development Best New Facility John Halko North Onondaga County

Best New Facility John & Shayna Luciani Meriden

Best New FacilityTeam MarketingMold Man John Maughan Freehold

Production TrainingRichard & Shannon Delfino Patchogue

Mold ManAbove & Beyond Michael Reilly Toms River

Customer Service First

8 - SERVPRO® SUN

Personal Best Volume MonthNovember 2012

Dave Kluger SERVPRO® of Oakdale/North Bay Shore 1,514,926.08

Patrick Jones SERVPRO® of Cape May County 507,715.46

Daniel & Allison Wallace SERVPRO® of Great Neck/Port Washington 499,038.30

Scott O’Donnell SERVPRO® of Woodbury/Deptford 458,125.45

Dion & Lynn Luzzi SERVPRO® of Washington County 408,678.17

Michael Logue & SERVPRO® of Haddon Heights/Voorhees 352,289.33 Patrick & Kathleen Logue

James Gibbs SERVPRO® of Egg Harbor/Ventnor City 251,157.74

Kenneth & Rebecca Matejek SERVPRO® of Plymouth/Wareham 247,027.61

Frank & Daria Solano SERVPRO® of Greater Smithtown 237,654.94

Bill Chillianis / Chris Leon SERVPRO® of Glen Cove/Jericho 167,107.24

Robert & Rachel Pullham SERVPRO® of Jackson/Lacey 158,464.75

John Majeski SERVPRO® of Eatontown/Long Branch 130,729.03

Charles & Donna Doyle SERVPRO® of Burlington Township/Mount Holly 123,775.75

Adriana Luisa Allen born December 2, 2012 to

Robert & Mariangela Allen, SERVPRO® of Northwest Brooklyn

Adriana is 8 pounds and 21 inches tall.Dad, Mom, and baby girl are all doing well.

Tazio DiCristofaro born December 12, 2012 to our newest

Franchise Associates Ralph & Noemi DiCristofaro, SERVPRO® of Bloomfield/Enfield

Tazio is 6 pounds 13 ounces and 19 inches tall.Dad, Mom, and baby boy are all doing well.

Customer Service First

November 2012 - 5JANUARY 2013 - 9

Kimberly Torres, Office Manager for Lance and Jennifer Harvey, SERVPRO® of Hoboken/Union City, sent a Customer First letter:

I just wanted to say thank you so much for taking care of everything at the apartment. Between you and Brian and the rest of your team, I feel so much better being in the building and my own apartment. The smell is almost gone thanks to the purifiers and the fans you have in the basement. The back yard looks great & we should have someone taking a look at the soil soon.

Again, I really appreciate everything you did. I know you guys were busy, but your ability to take care of things within a day was a great relief.

Have a Happy Holiday Season!

All the best,

Erin

A N N O U N C I N G

Personal Best Volume MonthNovember 2012

Words of Wisdom

Do the best job and you’ll never have any competition.~Christopher Casey

We have to do the best we can. This is our sacred human responsibility.~Albert Einstein

As simple as it sounds, we all must try to be the best person we can; by making the best choices, by making the most of the talents we’ve been given.~Mary Lou Retton

Give the world the best you have and you may get hurt. Give the world your best anyway.~Mother Theresa

I do the very best I know how, the very best I can and I mean to keep doing so until the end.~Abraham Lincoln

Always do your best. What you plant now, you will harvest later.~Og Mandino

The key is to keep company only with people who uplift you, whose presence calls forth your best.~Epictetus

Good, better, best. Never let it rest. Until your good is better and your better is best.~Tim Duncan

Honesty is the best policy.~Benjamin Franklin

Far and away the best prize that life has to offer is the chance to work hard at work worth doing.~Theodore Roosevelt

The only real failure in life is not to be true to the best one knows.~Buddha

To give anything less than your best is to sacrifice the gift.~Steve Prefontaine

The best way to predict the future is to create it.~Peter Drucker

The best way out is always through.~Robert Frost

Every situation is an opportunity to be your best.~Rosalene Glickman

10 - SERVPRO® SUN