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

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,
2008 Accomplishments we will contribute to that huge goal. What do you need
 1 High Volume Meeting to do to grow 15% per year? One sales rep, introduce
Roles and Responsibilities so that everyone on your
 2 Awards Banquets
teams know what they need to do.
 8 New Franchises
 1368 Monthly phone contacts $5,000,000,000 is doable!
 2780 Visitation hours Team Nunan will do an excess of $500,000,000 in that
 7 IICRC Classes timeframe...how much of that do you want? How is your
2020 vision?
 18 Statewide Meetings
 126 CE Classes Can you see clearly...growth in your business, having it
 456 Associate Visitations fully managed and debt free, running a 20% profit mar-
gin on a business doing $5,000,000? We see it just as
 228 Subcontract Audits
clear as a bell!
 114 Director Visits to Associates
We are excited about the future with State Farm,
 322 Employees in ECTP
National Accounts, Large Loss and ongoing growth in
 260 Sales Routes Run diversified markets.
 5 Sales Meetings
The FFA’s will be winding up soon...take time to plan
 28 Production Classes Held
and utilize it, attend the area meetings, get your people
 54 Franchises through SMSP certified in WRT and ASD and focus where you need to
 76 Franchises using FAST 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
Success usually newspaper and media saying it is going to be a bad
year...this is going to be the best year on record! By
comes to those who focusing on the future, staying positive and servicing
are too busy to be the needs of your customers
our 2020 vision is clear as a bell.
looking for it. Let’s have an AMAZING 2009!
-Henry Thoreau Chuck and Chris Nunan
 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
 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

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’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!
Top 20 of 2008

PER FRANCHISE
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
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

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
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
Reminder It is your
responsibility
to check your
NAPA status
3 times per day!
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

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