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 1 2009

2008 Accomplishments 1 High Volume Meeting

2 Awards Banquets

8 New Franchises

1368 Monthly phone contacts

2780 Visitation hours

7 IICRC Classes

18 Statewide Meetings

126 CE Classes

456 Associate Visitations

228 Subcontract Audits

114 Director Visits to Associates

322 Employees in ECTP

260 Sales Routes Run

5 Sales Meetings

28 Production Classes Held

54 Franchises through SMSP

76 Franchises using FAST

How is your 2020 Vision?

SERVPRO’s goal by the year 2020 is $5,000,000,000!

2009 we will hit our first Billion dollars. What do we

need to do as a team to get there? First off, keep it sim-

ple...if we grow at a 15% rate per franchise per year,

we will contribute to that huge goal. What do you need

to do to grow 15% per year? One sales rep, introduce

Roles and Responsibilities so that everyone on your

teams know what they need to do.

$5,000,000,000 is doable!

Team Nunan will do an excess of $500,000,000 in that

timeframe...how much of that do you want? How is your

2020 vision?

Can you see clearly...growth in your business, having it

fully managed and debt free, running a 20% profit mar-

gin on a business doing $5,000,000? We see it just as

clear as a bell!

We are excited about the future with State Farm,

National Accounts, Large Loss and ongoing growth in

diversified markets.

The FFA’s will be winding up soon...take time to plan

and utilize it, attend the area meetings, get your people

certified in WRT and ASD and focus where you need to

go. Management is going to be the key, so utilize

Stages of Development and Roles and Responsibilities.

Your trainers will be working with you to get there!

Don’t get caught up in the DOOM and GLOOM of the

newspaper and media saying it is going to be a bad

year...this is going to be the best year on record! By

focusing on the future, staying positive and servicing

the needs of your customers

our 2020 vision is clear as a bell.

Let’s have an AMAZING 2009!

Chuck and Chris Nunan

Success usually

comes to those who

are too busy to be

looking for it.

-Henry Thoreau

Save The Dates March 6-8, 2008

The Carolinas Awards

Embassy Suites

Charleston, SC

843-958-2400

March 20-22, 2008

Penn Del, SNJ Awards

Hershey Lodge

Hershey, PA

717-533-3311

April 30-May 3, 2008

Extreme Volume Retreat

Embassy Suites Deerfield Beach Resort and Spa

Fort Lauderdale, FL

954-426-0478

MAKE RESERVATIONS ASAP AND RSVP TO THE PENN DEL OFFICE BY FEB. 2ND

2009 Goals SERVPRO of Penn Del, Southern New Jersey and The Carolinas

Long Term Goals

To have every franchise fully managed and debt free

To have each franchise have an average volume of $500,000 by 12/31/2009

Per Capita per Associate to $10 by 12/31/2011

To sell every franchise in our territory by 12/31/2015

To double revenue in Team Nunan by 12/31/2013

2009 Goals

15% increase in volume

To sell 15 franchises

One marketing rep per franchise

Roles and Responsibilities for each team member for each franchise

Chemical Sales 2009 : Each franchise no less .64% of sales volume

Manage productivity of team

All complaints closed at an average of 20 days

Audits rejected from Corporate at less than 10%

Green light status no less than 95%

RRRG Water Audits no less than 85%

Financial Peace University’s

3rd Semester is coming!

We are offering these classes in Eastern

North Carolina, Penn Del Training Center and

Pittsburgh all on the following dates:

February 25th

March 18th

April 8th

May 6th

There is no better way to get your financial

house in order or to help your team

member...this is the best investment you can

make in anybody is to help them become

debt free!

Servpro of Sussex Co., Delaware

Ray and JoAnn Hopkins and their

administrative staff, Shelly and Brooke,

every year participate in the Hospice Tree

decorating event at Christmas time.

Each year they use a different theme for

their tree. The trees are donated

towards an auction that benefits

the local Hospice Program.

What a way to give back to the community!

Thank you JoAnn, Ray and staff!

Submitted by Kathy Harris

FIBER IDENTIFICATION

By: Dave Lyman

To avoid damaging carpets or upholstery during the cleaning process, it is impor-

tant for cleaning technicians to know whether they are dealing with a synthetic or

natural fiber. They should request permission to snip a fiber sample from the

closet, corner, inside the cushion, or another inconspicuous place. Cleaning tech-

nicians should perform a burn test, paying close attention to the color of the flame,

smoke, odor, and ash. Synthetic fibers will pull away from the heat, while natural

fibers do not. Both nylon and olefin have a blue base and orange tip when burn-

ing, and they produce little smoke and a hard round bead after the flame is extin-

guished. However, nylon smells waxy when burned, while olefin smells like burn-

ing tar. Both polyester and wool have orange flames, but polyester will drip, create

black smoke and a hard, round ash, and smell sweet or fruity as it burns. Wool,

meanwhile, will self-extinguish, leave a crumbly ash, and smell like burning hair.

Once the fiber is identified, cleaning technicians know what cleaning method,

products, and moisture level are required.

“Most of our obstacles would melt away if instead of cowering before

them, we should make up our minds to walk boldly through them.”

-Orison Swett Marden

The Top 10 Steps to Set and Achieve Your Goals - Every Time!

by Dr. Philip E. Humbert

Submitted by: John Wisniewski

It’s been said that everyone has goals, whether we know it or not. We have goals to keep our current job, or to get a different

one. We have goals to save for the future, or to travel, take a vacation, or purchase the things we need and want to make our

lives more enjoyable. An important distinction, however, is that top achievers are very intentional and focused on their goals,

while many of the rest of us are not.

Top achievers know that the wording, structure, timing and format of a goal can make it’s achievement much easier – or far more

difficult. Top achievers understand the basic skills for setting and reaching their goals, every time! They know how to design

goals that create success. Here are the 10 most important steps to set and achieve your goals:

1. Reachable goals are SPECIFIC. Top achievers know that to reach their goals, the brain must know exactly, precisely, what

they are trying to accomplish. Never word a goal with vague terms like “some” or “a little bit”, or “more”. Be specific! If you

want to lose 8 pounds and reach a weight of 175, specify those exact numbers. If you want to save $200 this month, be exact.

Your brain can help you accomplish almost anything if it knows precisely what you are aiming for.

2. Reachable goals are SIMPLE. Many people describe their goals in complex terms of retiring on the beach in Hawaii, with

nice cars and lots of money, and…. Their list goes on and on. Any ONE of those things is a great goal, but the combination be-

comes over whelming and the brain gets confused. If you want to retire in Hawaii, just say so! If you want to increase your sales

by 10% this month, say so! Keep your goals simple, clear, and focused.

3. Reachable goals are SIGNIFICANT. No one can muster the enthusiasm, hard work and courage to reach a goal they don’t

really care about. A reachable goal is one you really, really, REALLY want! It’s something that will change your life, enhance

your health or wealth, and make you proud. It gets your juices flowing, gets you up in the morning, and keeps you going all day

long, because it is important! Set goals that are worth achieving!

4. Reachable goals are STRATEGIC. High achievers know that the best goals accomplish many great outcomes, all at one time.

Running a 10K race will almost certainly: 1) feel great! 2) help you lose weight. 3) lower your cholesterol level 4) strengthen your

heart 5) lower your risk of heart disease 6) increase your energy and stamina, and 7) improve your outlook. Design your goals to

strategically impact as many areas of your life as possible. You’ll have more reasons to reach your goal and more excitement

when you do!

5. Reachable goals are MEASURABLE. A goal without a measurable outcome is just a pipe-dream. You can’t achieve a pound of

“happiness” or 6 inches of “self-esteem”, but you CAN get a new job. You CAN run a mile in under 7 minutes, or do 100 sit-ups.

Someone has wisely observed that, “What gets measured, gets done.” Define your goals in terms of height, weight, dollars,

inches, or hours. Then measure your progress until you achieve your desired outcome.

6. Reachable goals are RATIONAL. To reach your goal, you will need a plan, a path, and a vehicle for getting there. Your goals

must make sense! When you explain them to friends and family, your goals should create excitement, draw support, and encour-

agement. Your goals should be just out of reach, but not out of sight! You want to stretch to be your best, not strain after impossi-

ble dreams. Set goals you CAN and WILL achieve!

7. Reachable goals are TANGIBLE. Choose goals that you can see, hear, smell or touch. Go for things you will enjoy and that

you can clearly visualize. The brain has a hard time going for “financial security”, but it can visualize a bank statement with nice,

large numbers on it! Define your goals in terms that excite the senses, then go for it with all your heart!

8. Reachable goals are WRITTEN. High achievers always know precisely what they want, because they’ve written it down. Of-

ten, they write a short description of their goals every single morning, as a personal reminder of their priorities and their objec-

tives. The act of writing your goals down vastly increases your chance of success. Write it down! Then, keep your notes where

you can see and read them every day.

9. Reachable goals are SHARED. We are far more likely to stick to our plan and reach our goals if we know our friends and fam-

ily support us. Being part of a team increases our determination, our stamina, and our courage. Caution: Never share your goals

with anyone who may ridicule, tease or discourage you! The world is full of doubters and you have no time for them. But, find a

support team, a group of cheerleaders, and a coach who will encourage you every step of the way. High achievers count on and

work with other winners!

10. Reachable goals are CONSISTENT WITH YOUR VALUES. One of the biggest reasons people fail to achieve their goals is

that they have conflict between their behavior and their values. However, when your values and your goals are in agreement,

there is no stopping you! Clarify your values first, then set simple, specific, measurable, tangible, written goals that are consis-

tent with those values. You will achieve them, every single time!

Written by Dr. Philip E. Humbert, writer, speaker and success coach. Dr. Humbert has over 300 free articles, tools

and resources for your success, including a great newsletter! It's all on his website at:

http://www.philiphumbert.com

2009 Training Schedule Our 2009 training schedule is very aggressive...remember, State Farm wants each office to have a minimum of one team member who is ASD Certified, WRT training

for techs, estimators and the person uploading the jobs.

We have a host of classes the first half of the year…

Mark your calendars!

I contend that

for a nation to try

to tax itself into

prosperity is like

a man standing

in a bucket

and trying to

lift himself

up by the handle.

Winston Churchill

I’ve Got a Fever!

And the Only Prescription is More Stages! Rob Wilkerson, Field Training Manager

Servpro of Western South Carolina, Northeast Georgia, & South Georgia

One of my most favorite Saturday Night Live skits of all time is one that many of you are no doubt

familiar with: I Need More Cowbell! Will Ferrell is perhaps at his funniest ever in this skit about

the retro-loser band Blue Oyster Cult whose opportunity of a lifetime has come in the form of

famed rock producer Bruce Dickinson, played by Christopher Walken. The only song on their

album featuring the cowbell, the song “Don’t Fear the Reaper” is a memorable hit for anyone

growing up in the seventies.

The thing I loved about the skit is its application to so many areas of life. I use it frequently in

public speaking to refer to that one thing that is supposed to be the focus of a business, that one

drum which we’re supposed to beat over and over again. Or that one cowbell, in this case. And

for SERVPRO franchises, that cowbell is the Stages of Development. Strangely, however, it is

very much like the statement Will Ferrell’s character made in the skit. “Last time I checked

guys, we don’t have a lot of songs that feature the cowbell!...So I’d be doing myself and the

whole band a disservice if I didn’t play the - - - - out of this cowbell!”

How true this is when compared to the Stages of Development! Last time I checked guys, fran-

chise owners don’t have a whole lot of discussions that feature the Stages of Development! And

you’d definitely be doing yourself and your business a disservice if you didn’t “play the - - - -“

out of the Stages of Development! I’m sure many owners grow weary of hearing Field Trainers

and Corporate staff beat this cowbell over and over again. But, using the most famous line of the

entire skit from Bruce Dickinson, your business has got a fever! And the only prescription is

more Stages!

This year at the end of franchise board meetings, Stages of Development will, as always, play a

prominent role. The encouragement here is to know every piece of documentation about your

specific Stage of Development this year, backwards and forwards. Know the Cash Flow Legend.

Know the Profit and Loss and Balance Sheet. Know the Roles and Responsibilities. Know the Org

Chart. Know the goals. Know the Pictorial Timeline. Know it all! And don’t be afraid to beat this

cowbell more and more, louder and louder in your own franchises with your own employees.

After all, this is what provides the stability and predictability everyone’s looking for, not just in

their businesses, but also in life! Nothing will provide more security to your business and em-

ployees than hearing the cowbell of the Stages of Development being played over and over

again. It’ll be the best hit your business has ever played!

SERVPRO of Beaufort County $2,768,252

SERVPRO of Nantahala $2,584,840

SERVPRO of Woodbury/Deptford $1,736,261

SERVPRO of Greensburg $1,689,339

SERVPRO of Raleigh/Cary/Wake $1,618,174

SERVPRO of Greensboro North $1,578,857

SERVPRO of Richland $1,503,846

SERVPRO of Horry County $1,352,005

SERVPRO of Haddon Heights/Voorhees $1,346,981

SERVPRO of Manayunk $1,328,005

SERVPRO of West Erie County $1,300,041

SERVPRO of Kennett Square/Oxford $1,256,234

SERVPRO of Williamsport/Montoursville $1,236,214

SERVPRO of West Chester $1,220,871

SERVPRO of Hickory $1,182,098

SERVPRO of Metro Pittsburgh $1,173,027

SERVPRO of Monroeville $1,171,001

SERVPRO of The Dutch Fork $1,159,890

SERVPRO of Greenwood/Abbeville $1,159,437

SERVPRO of Lansdale $1,134,603

Top 20 of 2008

PER FRANCHISE

Welcome to our new team member!

SERVPRO of State College—Ryan and Shannon Martin—(814)308-8268

SERVPRO of Clarion, Jefferson and Forest Counties—Herb and Mary Buller—(814)849-5653

SERVPRO of Lewisburg/Selinsgrove—Bill Bardo—(570)523-3300

SERVPRO of Caldwell and Alexander Counties—Randy and Kim Williams—(828)396-1070

SERVPRO of Atlantic City/Hamilton/Hammonton—Mike & Donna & Pat & Kathleen Logue—(609)965-0885

SERVPRO of Haywood and Transylvania Counties—John and Susan Bowles—(828)452-2111

More information coming soon so you can call and welcome them to the team.

Insurance Companies Tell You…

...We’re forced to hike your homeowner’s rates because of disastrous weather and large claims around the country in

recent years.

Reality…

Homeowner’s premiums since 2003 have soared—for example, up 50% in Massachusetts and 21% in California. That’s partly because insurers have changed the way that they assess risk. Now, instead of basing your ates on the odds of a disaster occurring over a 30 to 100 year period, the new models base risk probability on the past five years. With that methodology, two destructive hurricanes or blizzards in a five-year period raise your probability of future risk—and your

premiums—more than if the same events had been averaged over a 30 to 100 year period.

To fight back:

Insurers share information with one another from a database called the Comprehensive Loss Underwriting exchange (CLUE). It keeps track of every claim you make. But as with credit reports, lots of errors find their way into your CLUE report, which in turn raises your rates. Order your free CLUE report at www.choicetrust.com. Dispute mistakes at www.consumerdisclosure.com. Also you may be able to save money by changing insurers. Compare rates at least every

few years at www.insweb.com or www.insure.com.

- J.D. Howard

Executive Director

Insurance Consumer Advocate Network

Reminder It is your responsibility to check your NAPA status

3 times per day!

Michael and Kristen Hughes

SERVPRO of Kennett Square/Oxford and Salem

Welcome their new baby boy

David Michael Hughes January 18th

7 pounds 3 ounces and 21 inches long

January 2nd—John Hoover, Sr—Florence and Darlington

January 2nd—Karen Neumann—Beaufort County

January 3rd—Craig Nunan—Penn Del

January 5th—Marty Williams—Eastern South Carolina and Lexington

January 7th—Leslie Boyle—Berlin/Clementon

January 8th—Debbie Smith—Summerville

January 8th—Bill Bardo—Williamsport/Montoursville

January 10th—Christopher Nunan—Hershey/Swatara

January 11th—Tony Turner—Lenior, Duplin & Jones Counties

January 12th—Marcia Tedrow—Pitt/Greene and Craven & Pamlico

January12th—Nancy Hinson—Richland County

January 22nd—Keith Paul—Franklin, Vance and Granville Counties

January 25th—Kristi Wyatt—Penn Del

January 28th—Chris Scallan—Penn Del

February 1st—Mike Geria—Bordentown

February 1st—Ed Rementer—Manayunk

February 2nd—Tom Hess—Columbia, Montour and Sullivan Counties

February 6th—Brad Armstrong—South Durham

February 8th—Mike May—Central Delaware County and Media

February 9th—Phyllis Hoover—Florence and Darlington

February 19th—Ralph Grimm—Fayette County

February 20th—Lee Herring—Fayetteville

February 26th—Hattie Fiato—Reading, Pottsville and Pottstown

Hilton Head Island-Bluffton

Chamber of Commerce

SMALL BUSINESS OF THE YEAR:

SERVPRO OF BEAUFORT COUNTY

SERVPRO of Beaufort County was

chosen as the 2008 Small Business of the

Year. President and owner Justin Neumann

has owned the cleaning and restoration

company since 1995.

"To be on call 24/7, I admire anyone who

would get into a business where they

would have to respond to needs of their

customers during those kinds of times,"

said Tom Upshaw, president of Palmetto

Electric Cooperative. "These people do it

with a very willing attitude."

The Small Business of the Year Award

honors individuals whose ingenuity, hard

work and innovation have created success-

ful and growing business ventures.

SERVPRO has supported the community

through the Children's Miracle Network, as

a sponsor of Bluffton High School's

volleyball team, and as a corporate team

sponsor for Bluffton youth sports.

Way To Go Justin

And the

SERVPRO of Beaufort team!

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

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 Community

Teamwork 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

kwyatt@servpropenndel.com

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