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 2 SPECIAL AWARDS EDITION 2009

How is your 2020 Vision?

Can you see the future clearly? SERVPRO’s vision is to be $5 Billion company by the year 2020.
What will it take to get there? Each of us having a 15% growth in our businesses this year, next year and
for the next 10 years. How is that going to be accomplished? One, hiring marketing reps. Our goal this
year is one per license, next year for 2 per license. Many of you have already achieved that. Two, utilizing
Roles and Responsibilities to grow your business with structure, job descriptions, employment agree-
ments, weekly reports and ability to hold your team accountable for the results that you need. Finally,
the Large Loss division. At the awards banquets this year we focused on the direction of Large Loss
and the Storm team. Dave Hughes did an outstanding job in presenting the vision and Don Turner
shared the mechanics and the work that is available out there. Don’t be afraid to talk to your neighbor…
meet with them, talk and plan and put ideas in place on how you are going to react when the call comes in.

Remember the BHAG...the Big Hairy Audacious Goal...be a part of it.

Franchises of the Year

SERVPRO of Florence and Darlington SERVPRO of West Erie County
John and Phyllis Hoover & John Jr. Kevin and Sue Patterson
Sponsored by Textile Restorations Sponsored by Morantz Ultrasonics
 The Carolinas Award Winners

Rookie of the Year Per Capita Winner

Craig Williams John and Susan Bowles

SERVPRO of SERVPRO of Nantahala

West Mecklenburg County Sponsored by Phoenix Restorations

Penn Del and SNJ Award Winners

Per Capita Winner Rookie of the Year

Alex and Rita Fiato Reggie and Christina Alston

SERVPRO of Greensburg SERVPRO of

Sponsored by Phoenix Restorations Spring Garden/Fairmont

 2008 Millionaire’s Club
Harold and Lynn Katofsky South Hills, Metro Pittsburgh and Monroeville $2,863,018

Justin and Karen Neumann Beaufort County $2,768,248

John and Susan Bowles Nantahala $2,569,853

Britt and Stacy Holcomb Greensboro North, Winston Salem SE & Burlington $2,174,274

Rick and Kristina Lutz Warminster and Lansdale $2,157,710

John and Linda Kuder Asheville East and Asheville West $2,089,922

David,Sandra,Mike &Kristen Hughes Kennett Square/Oxford and Salem County $2,016,386

Glenn Herrmann Newtown/Yardley and Blue Bell $2,010,179

Mike McGrory and Sean McCabe Germantown, Pennypack/Bustleton and Upper Bucks $1,991,863

Wesley Jennings SE and SW Raleigh $1,904,564

Marco and Hattie Fiato Reading, Pottstown and Pottsville $1,800,889

Brad and Jennifer Armstrong South Durham and Orange County $1,794,309

Rich and Michelle Massey Bear/New Castle and Upper Darby $1,739,917

Scott and Susan O’Donnell Woodbury/Deptford $1,734,736

Alex and Rita Fiato Greensburg $1,689,340

Bill and LouAnn Roehl Horry and Georgetown $1,600,943

Dave and Pat Lyman Central Chester County and The Main Line $1,598,152

Steve and Dawn Davis Easton, Whitehall and Bethlehem $1,517,478

William and Nancy Hinson Richland County $1,503,848

Craig deBlois Hickory $1,480,682

SERVPRO of Penn Del and Southern New Jersey Millionaires

 2008 Millionaire’s Club
Mike and Pat Logue Haddon Heights/Voorhees $1,346,982

Scott and Dan Ayers New Cumberland/Carlisle and Lower Halifax $1,334,203

Ed and Joan Rementer Manayunk $1,328,006

Kevin and Sue Patterson West Erie County $1,299,940

Drew and Linda Mehan Hockessin/Elsmere, Brandywine/Wilmington & Newark $1,283,429

Carlton and Patricia Robertson Raleigh NE and North Durham $1,244,422

Bill Bardo Williamsport/Montoursville $1,236,216

Rick and Blake Quinn West Chester $1,220,871

Chris and Monica Cromer The Dutch Fork $1,159,894

Barron and Lisa Burch Greenwood, Abbeville and McCormick $1,159,437

Chip Nunan Dover/Middletown $1,109,432

Janice Pritts, Ralph and Holly Grimm Fayette County $1,106,394

John & Phyllis Hoover Florence and Darlington $1,064,622

Allen Alewine Elizabeth City/Outer Banks $1,064,471

Ray and Charlotte Redd Rocky Mount $1,052,044

Joe and Donna Barrett Southern Lancaster $1,022,096

Ken and Colleen Lucas Aiken $1,019,312

Chuck Doyle Society Hill $1,010,331

Marty and Angie Williams Cayce/West Columbia and Lexington $1,003,532

SERVPRO of The Carolinas Millionaires

 Forgotten Money
Ever wonder if your state is
holding money that belongs to
you and your family?
If so, you may well be right.
States receive about $3 billion
a year in unclaimed prop-
erty—primarily uncashed pay-
checks and dividend checks,
unclaimed state tax refunds,
uncollected insurance benefits
and utility deposits. You can
locate your state’s unclaimed
property database through the
National Association for
Unclaimed Property
Administrators’ website
(www.naupa.orge).
You can also check databases
of 38 states through
www.missingmoney.com
to see if property with your
name on it has gone missing.
 2008 Large Loss Response Team

Chuck Nunan and Dave Hughes presented Jackets to the 2008 Large Loss Response
team to show their appreciation for all their hard work last year.
Thanks again to all of you!
 Warehouse Space Optimization
By: Mike Gosnell
Servpro® of Western South Carolina

How many of us have ever stepped into our

warehouse and seemed to feel overwhelmed
by the sheer amount of cluttered pack-outs, scattered
equipment and misplaced items? How about remembering the
emotional pain of writing reimbursement checks because of
employees dropping your customer’s furniture or breaking Aunt
Mable’s antique box of China as they move it around the warehouse? Well I believe I have found a solu-
tion! These easy to build, easy to maneuver pallets shown to the right are a simple solution to keeping a
well organized and efficient warehouse.

Each pallet consist of various platform sizes from 32”x96” to

48”x96” joined by 2”x4” framing with 2”x4” support boards
underneath with casters attached.

Utilizing these pallets with your move out procedures will

benefit you in several different ways. (1) They will the save
time and energy of your staff by not having to lift every single
item but rather placing multiple items on the pallet and rolling
from one place to another. (2) The pallets are also built large
enough so that you can place an entire sofa on one and roll it
from the back of the moving truck to any space in the
warehouse you so choose. Wonder how many trips to the chiropractor that will save!? (3) With each pallet
filled with furniture, it can be easily rolled into and out of an ozone room for deodorization. (4) Each pallet
can be wrapped in plastic and more easily kept safe once cleaned and deodorized. (5) Estimating storage
costs becomes more uniform and consistent in ScanER XL and Xactimate.

Also, since furniture is not sitting on the floor there will be a reduced chance of damage caused by pests
and the cleaning and maintenance of your facility will be easier due to the ease of maneuvering items
around. Shown to the left is just one before and after example
of how the pallets can free up space in the warehouse.

These pallets are easy to make and each one takes a

technician about an hour to build. My suggestion would be to
start by building a few of these and make a reoccurring
monthly task to build 2-3 per month until you have enough to
cover the floor space each of your individual warehouse’s
provide.
 Western PA Advertising Meeting
By: Brad Catalano

It looks like it’s going to be a very busy and exciting summer for the SERVPRO Franchises in Western
Pennsylvania. There are a number of events that we will be hosting that should prove to be a lot of fun
while also giving us the opportunity to make some important business contacts. I’m really looking
forward to these events and helping out in any way that I can.

The schedule of events was voted on at the advertising meeting that was held on March 20, 2009 while we
were at the Hershey Lodge for the Awards Banquet. The Franchises that were in attendance at the
advertising meeting were: Metro Pittsburgh, South Hills, Monroeville, Greensburg, North Washington,
South Park, West Hills, Somerset Co., Southern Butler Co., West Erie Co., Fayette Co., State College, and
Clarion Co. The events that were agreed upon at the meeting are as follows:

 Sponsorship of the Insurance Day that will be held on April 23rd. We have secured two side-by-
side booths and this event should provide us with a great opportunity to make new contacts with
people in the insurance industry and also touch base with some familiar faces. Harold Katofsky
from South Hills is in charge of this event.
 The decision was made to be a sponsor at the Builders Association Golf Outing. This event will be
held on June 1st and will take place at the Sewickley Heights Golf Club. Tom Minnock from
Southern Butler Co. is heading up the plans for this outing.
 We will participate in the BOMA Golf Outing. Plans are incomplete at this time but as they
become finalized I’m sure we will all be kept informed.
 We will be involved in the Builders’ Association Conference. This event will be held April 28 th at
the Alcoma Golf Course.
 We will attend and participate in the Claims Association Conference which will be held on June
25th. Eric Seeley from North Washington Co. is in charge of organizing this event.
 A very interesting event that we will be participating in will be the Fire Expo which will take
place on July 10 – 12. This event draws thousands of fire fighters from all over and should provide
us with a chance to make some very valuable contacts. D-rings will be purchased to pass out at
our booth.
 It was decided that we will sponsor the Erie Insurance Day Golf Outing and Conference. This
event will be coordinated by Kevin and Sue Patterson of West Erie Co.
 Another event that should prove to be very successful for us is the Servpro Adjusters Golf Outing
that will take place on August 20. This outing will be held at the Latrobe/Arnold Palmer Golf
Club. This event will bring together 64 adjustors and will include a round of golf, lunch, gift
certificates, beverages, and appetizers and cocktails to wrap it up.
 In addition, Janice, Ralph, and Holly of Fayette Co. are planning a bike run which will take place
in October. As plans are finalized information will be sent out and we hope to have a great turnout
for this event.
 One idea that was discussed but not quite finalized was the possibility of setting up a tailgating
booth for Pittsburgh Steeler home games. This will be discussed in future meetings and a
decision will be made.

So, as you can see, it’s going to be a very busy summer in Western Pennsylvania. These events should
prove to be very beneficial to the franchises and should help to increase volume by giving us the
opportunity to make new contacts and build relationships.
 ROLES AND RESPONSIBILITIES
By: Kathy Harris
Since the start of the year during your Board Meeting and FFA Meeting, we
have been preaching that each franchise needs to have defined Roles &
Responsibilities for each of their employees. These have been available to you
on ServproNET under Training Resources in the online Personnel Manual.

Having each employee understand what is expected of them, makes

managing them a whole lot easier. You are able to hold them accountable
because you have given them written copies of what daily, weekly and
monthly responsibilities they have. On each position’s Roles & Responsibili-
ties it tells the employee what the role is, the responsibility, how often it’s to
occur, the reason for it, what the result should be, how they are going to be
measured, and the support that is available to help accomplish the task. This
limits confusion and helps create independent thinking.

You will also be able to use these forms to give direction on advancement.
How much easier would it be for a production tech to become a crew chief
when they know exactly what skills they need to be developing in order to
perform a crew chief’s responsibilities. What about a crew chief to production
manager and so forth. Remember that goals and vision will lead employees
down the path you want them to go, opportunity!

Remember, there is no need to reinvent the wheel. You have bought a

system, so it is time to get your money’s worth!

S Y S T E M
A O E I N O
V U L M E N
E R F E R E
G Y
Y
 Are You Losing Work to Your Competitors?
By: John Wisniewski

Many SERVPRO franchises ask me, ―What can we do to grow our business and knock out the
competition?‖. The answer is simple, however it will take time, money, work and a consistent
effort to be successful.

THE ANSWER IS SALES AND MARKETING!

Yes, I know you have heard this numerous times but the facts are these. If you are not out in your
territory selling the brand to everyone you meet, every day, then you will lose to the
competition. If you are not attending local trade shows, networking groups or holding
Continuing Education Classes, you will lose to the competition.

SERVPRO is building the brand and it is working. More clients know us now more than ever, but
we cannot just sit by and expect our National marketing efforts to make our phones ring. The
competition is worried and we have them rethinking who is the market leader. The results of
this, is that they need to market and out sell us.

To back up my point, we attended and had a trade show booth in April, in Lancaster County. The
event was the 2009 PAMIC Claims Summit. If you do not know who this is, this also backs up my
point. This is the Pa Association of Mutual Insurance Companies. The attendees were adjustors
and claims reps from all over Pennsylvania.

How does this relate to my article? Well, we were not the only restoration company in
attendance. Restorcore, MarkOne, ServiceMaster and Complete Restoration were all there.
Pushing hard to all the adjustors and claims reps that they are the go to for restoration services.
The bad news for them was, we were there as well! The good news for us was, they all knew who
we are and we received very positive responses.

What I hope you take from this is, if we are not out in the market
place letting our clients know we are here and ready to help their
clients, then we will lose to the competition that understands
sales and marketing works.

Remember, reputation and quality services will bring you repeat

customers, however, sales and marketing will grow your
business with those clients that don’t know who you are and are
using the competition.
 Large Loss Duct Cleaning
By: Chris Scallan
Allen Alewine, Servpro of Elizabeth City/ Outer Banks, is starting a
traveling duct cleaning service to help Servpro owners with Large
Commercial Losses. He has been doing duct cleaning in
commercial buildings for many years now. He has already traveled down to
Wilmington, NC to help Servpro of New Hanover retain a large commercial loss.
His operation is based out of Chesapeake, VA and has the necessary equipment to
handle commercial buildings. If you do not have commercial duct cleaning
equipment you will not be able to properly perform commercial duct cleaning.
Also if you have never scoped a commercial building’s duct work, Allen’s team
may be the help you need to still be the one stop shop and be the professionals in
the eyes of your client. You can contact him at (252) 331-7889 or email
a.alewine@servpro8233.com.

Qualifications for Franchise Of The Year

Penn-Del, SNJ & The Carolinas
Must pay royalties on at least $500,000.00.
Must be in good financial standing.
Must have sales person on payroll six months
Must meet all N.A.P.A. criteria.

Point System: Franchise earning the most points wins

10 points for attending area meetings (minimum of 2 meetings )
25 points for having territory routed and a sales person in place for six months.
10 points for holding a CE class. ( a credited course, not a Lunch and Learn )
2 points for each dollar of per capita.
1 points for each percent of “Total Return on Total Sales” from FFA.
1 points for each percentage of volume increase ( max 20 points ).
10 points for attending the National Convention.
5 points for attending Regionals.
20 points as a Trainers Discretionary vote.

Now you know what you have to work towards to be in the running for Franchise Of The Year for 2009.
If you have any questions you can talk to your trainer or call the Director’s office.
We all love friendly competition so have fun with it and good luck!
 Introduction to Large Loss Air Duct Cleaning
Submitted by: Richard Lantz, Manager, Duct Cleaning Division, SERVPRO of Elizabeth City/Outer Banks

A building's heating, ventilation, and air conditioning (HVAC) system provides conditioned air to
occupied spaces within the building. In the event of a catastrophe involving fire, water, flood or disaster, the
Indoor Air Quality (IAQ) of HVAC systems is often compromised. With a fire, soot is the major culprit with
water being the secondary. Soot requires a thorough cleaning of the entire HVAC system to avoid
recontamination of the occupied space after restoration. The introduction of water into a ventilation system
greatly accelerates the growth and spread of mold, fungus, mildew and bacteria throughout the occupied
space. With a flood or disaster, these problems are manifested to a much higher level, all of which require
professional inspections and cleaning procedures by qualified personnel to ensure the continued health and
safety of the building and its occupants.
"Air duct cleaning" implies that only the ductwork requires cleaning. In order to obtain the most
effective results, it is recommended that all portions of an HVAC system be thoroughly cleaned. Successful
HVAC system cleaning project requires that the duct cleaning contractor provide their clients and the
occupants of the building to be cleaned with a clear understanding of the scope of work to be undertaken. Air
Duct Cleaning contractors vary in their level of knowledge and experience; therefore, the contractor should
have previous work experience relative to the scope of the project.
A qualified HVAC system cleaning contractor should provide valuable information when it comes to
assessing the job. Knowledge of similar systems, cleaning techniques and methods required to accomplish
the job, the development and implementation of specifications along with product knowledge will enhance
project coordination. The ability to ensure positive physiological and psychological impact on occupants is
one indicator of a contractor's level of experience.
The National Air Duct Cleaners Association (NADCA) is recognized for 20 years of contributions to
Indoor Air Quality standards and practices. NADCA Standard Assessment, Cleaning and Restoration of
HVAC Systems (ACR-2006) is one of the many tools that is used to establish effective cleaning methodology
and to determine the level of cleanliness a duct cleaning contractor has achieved at the completion of a
project.
Establishing a game plan is essential to a successful Air Duct Cleaning project. Project length varies
and should be established to ensure meeting the needs of the building occupants. You should conduct
exhaustive preliminary research and on-site evaluations to establish time lines for work and completion. Site
preparation and evaluation to establish environmental and engineering controls should be established to
safeguard the indoor space. These along with specific duct cleaning techniques will ensure a complete and
thorough cleaning of the Air Duct System that will result in a satisfied customer.
It should always be your intent to provide consumers of HVAC system cleaning services with
information needed to understand the procedures used in the cleaning process.
 Our Guest Speaker…
Dr. Von Nunan talked to the
groups in Hershey and
Charleston about their
vision abilities to see the
future growth of SERVPRO!

State Farm and SERVPRO’s commitments

By: Dave Lyman

The last few years we have heard many promises from our corporate national account division
on how SERVPRO and ServiceMaster will be the premier contacts and mitigators for water/
smoke and fire restoration. We are beginning to increase overall strength with this promise.
The promise comes from the State Farm corporate division in Bloomington, Illinois. Their goal is
a quality product with standard practices and pricing with documentation to monitor their
overall policies across the United States. The new national account mitigation program with
SERVPRO, dated 1-20-2009 states some changes we will comply with. State Farm has multiple
zones across the United States that will roll out this new program. Our northeast zone is set to
roll-out in late summer or early autumn. The main changes with the contract are, the use of the
drying workbook, an equipment discount for drying, being able to perform and possess
in-place drying and use the proper equipment, and to have IICRC certified technicians on all
jobs. SERVPRO’s training division has committed to help with job file audits on every job. All
trainerships will monitor and review all completed files before uploading each job to SERVPRO
via State Farm for payment. This will help the commitment goal of having a 100% documented
file each time. During a few visits I have had with State Farm at the Pennsylvania claims office in
Concordville, Pa, I have been pleasantly surprised at the commitment that the claims personnel
and claims teams have to making this mitigation program work. Each SERVPRO office can help
make this program a success. A lot of our mitigation work is falling through the cracks and
being completed by our competition. These job referrals are coming from the State Farm
agents. Our competition is scared of our program and is selling hard to the agents to keep their
foot in the door. It is up to us to sell our services and this great program to each agent within our
territories. They hold the key to our success. We all know that the initial call goes to the sales
agent who has been empowered by State Farm to handle these losses in the past. Our mission is
to sell and market our services, and I mean all of our services. Not only should we market our
water mitigation, but we must market our smoke/fire services, pack and move-out capabilities,
duct cleaning, bio-hazard cleaning and all other related specialty services. We are in the
driver’s seat with this program. Embrace it and we will enjoy the fruits of success.
March 1st—Britt Holcomb—Greensboro North, Winston Salem North, Burlington and CNC
March 1st—Joan Martin—Henderson County
March 11th—Dave Robey—Northeast Chester County
March 11th—Justin Neumann—Beaufort County
March 17th—Mike McGrory—Germantown, Pennypack/Bustleton and Upper Bucks
March 18th—Cheryl Bancroft—Clearfield County
March 19th—Ray Hopkins—Sussex County
March 28th—Jennifer Armstrong—South Durham
March 29th—Janice Pritts—Fayette County
April 6th—Sue Patterson—West Erie County
April 7th—Patty Fiedler—Langhorne/Bensalem, Fox Chase/Torresdale and Levittown
April 8th—Randy West—Northeast Greenville County
April 12th—Marco Fiato—Reading, Pottstown and Pottsville
April 24th—Chris Cromer—The Dutch Fork
April 25th—Dan Wyatt—Penn Del
April 27th—Mike Hughes—Kennett Square/Oxford and Salem County
April 28th—Cleve Smith—Charleston

Reminder It is your responsibility to check your

NAPA status 3 times per day!

Formal education will make you a living

Happy Anniversary
Self-education will make you a fortune.
Randy and Lyn West
-Jim Rohn
Entrepreneur, author, Servpro of Northeast Greenville County
motivational speaker April 27th
 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 in
Pennsylvania, Delaware, Southern New Jersey and North

Please Contact and South Carolina.

Purpose
Kristi Wyatt To help entrepreneurs succeed by building fully
managed, debt free businesses.
Or Core Values
Chuck Nunan Provide Excellent Service to Our Franchises
Take Care of Our People
For more information Provide An Environment for People to Grow
Give Back to Our Community
610-268-2124 Teamwork Equals Success
kwyatt@servpropenndel.com Ongoing Growth and Profitability
Be Financially Frugal and Debt Free

Servpro of Penn-Del
Servpro of The Carolinas
Servpro of Southern New Jersey
P.O , Box 482
101 Willow Street
Toughkenamon, Pa 19374
610-268-2124