Marketing Training Guide Final

SERVPRO® Marketing
Training Guide
Table of Contents
Table of Contents ............................................................................... 2
Introduction ...................................................................................... 3
Section 1, Employee Orientation ........................................................ 4
Section 2, Safety ................................................................................. 5
Sales and Marketing Training
Section 3, Introduction to Sales and Marketing .................................. 7
Section 4, Route Development ........................................................... 8
Section 5, Day-in-the-Life of an SMR (SMR Marketing Center)......... 10
Section 6, Sales Management (SMM Marketing Center) ................... 12
Section 7, Center of Influence Sales Training ................................... 14
Additional Product Knowledge Training
Section 8, Customer Service ............................................................. 16
Section 9, Initial Crew Training ........................................................ 17
Section 10, Water Job Process ......................................................... 22
Section 11, Fire Job Process ............................................................. 24
Section 12, Mold Job Process ........................................................... 27
Section 13, Cleaning / Non-Restoration Job Process ........................ 28
Section 14, Estimating ...................................................................... 29
Section 15, SMR Recommended Reading List ................................... 30

Introduction
The SERVPRO® Marketing Training Guide is a comprehensive way for a new employee to learn
about their job. Within this guide, you will find several sections that will aid in your training and
development as an employee.
Sales and Marketing Roles in the Servpro Franchise System build on one another. The two
positions represented in this guide are the SERVPRO Marketing Rep (SMR) and SERVPRO
Marketing Manager (SMM). Each of these positions has roles and responsibilities that add on to
the previous position. For example, a SERVPRO Sales Manager should know everything that a
SERVPRO Marketing Rep knows.
With this staggered approach to training in mind, a brand new production employee can use this
guide to start their training as an SERVPRO Marketing Rep and eventually move to the role of
SERVPRO Marketing Manager.
Sections 1 through 14 in the Training Guide show a detailed listing of the various items that need
to be completed by a new employee to be thoroughly trained at their job. These are broken down
into sections based on the types of work you will be doing, such as the fire and water job
processes. Each section also gives a list of the necessary training tools you will need.
Each of these sections is divided into individual tasks, each of which can be completed at the
beginning or end of the day, or both if you choose. Each task is intended to be 20 minutes or less.
This enables you to train on the job while still learning new things. Also, these bite-sized training
segments are not as overwhelming, so you don’t get burned out with training.
Each of the tasks on the training guide has a section for you to initial when it is complete. There
is also an area for your supervisor to initial. Once each section is completed, you and your
supervisor both sign at the end of the section to mark it complete. Then, it’s time to move onto
the next section.
Good luck, and welcome to SERVPRO!

Marketing Training Guide
Employee Name: __________________________ Date Received: ____________
Section 1
Employee Orientation
This section will take you through all of the initial concerns that must be addressed in your new job.
Most of this section consists of forms and policies that you must sign and understand before starting
work. All of these forms will be supplied by your supervisor.
Required Resources:
New employee orientation packet.
Employee Supervisor Date

Task Description
Initials Initials Completed
1-1 Review and sign Employment & Non-Compete Agreement
1-2 Review and sign Job Description
Review Employee Handbook and sign Receipt Form

1-3
(including Illness, Vacation, and Time-Off Policies)
Review On-call policies and assign pager/cell phone
1-4
(if applicable)
1-5 Review benefits and details of wage/salary administration
1-6 Review and complete Payroll Forms and Insurance Forms

Meet other Team Members, learn their roles, and tour work
1-7
areas
1-8 Review and sign weekend work policy and on call schedule
1-9 Review and discuss uniform philosophy and policies
1-10 Measure and order uniforms (if applicable)
Review and discuss training resources and Franchise

1-11
training philosophy
Discuss key role of integrity in position with the Owner /
1-12
Production Manager (PM) / General Manager (GM)
Review and discuss expectations of increasing knowledge of
1-13
the cleaning and restoration industry with the Owner / PM
Employee Signature: _______________________________ Completed On: __________
Supervisor Signature: ________________________________ Verified On: _____________
4 New Employee Orientation Activities

Section 2
Safety
This required section takes a new employee through the necessary steps needed to ensure their safety on
the job. Much of this section is required by OSHA before starting work. Many of these steps will be
done with your supervisor to ensure you are prepared to work.
Required Resources:
The Safety Manual (#35076)
Emergency action plan.
Illness and Injury Prevention Handbook.
Professional Cleaning Products Reference Manual (#35026).

Task Description
2-1 Review and become familiar with Safety Manual (#35076).
2-2 Review blood borne pathogens handling procedures.
2-3 Take online medical evaluation for respirator.
Take respirator fit test and review correct usage with

2-4
Owner/Production Manager.
2-5 Complete all necessary shots.
2-6 Review confined space safety procedures.
Review hazardous communications procedures for informing

2-7
all employees of hazardous situations.
2-8 Review portable fire extinguisher usage and storage.
2-9 Review franchise emergency action plan.
Review with your supervisor the use of Personal Protective

2-10
Equipment (PPE), and take fit test for respirator.
Review the Illness and Injury Prevention Handbook (In

2-11
Attachment 2 of Safety Manual).
Review with your supervisor the procedures for reporting

2-12
accidents, injuries, and illnesses.
Review and become familiar with the Introduction to

2-13 SERVPRO Professional Cleaning Products Reference
Manual (#35026).

Review the Material Safety Data Sheets (MSDS) for the core
2-14
cleaning products.
2-15 Review safety procedures for operating equipment.

Section 3
Introduction to Sales and Marketing
This section provides a brief introduction to SERVPRO’s Sales and Marketing Program and your role as
a SERVPRO Marketing Rep (SMR).
Required Resources:
SERVPRO Sales Handbook and Sales Handbook Review Questions (#39030)
Sales 101 Training Video downloaded from ServproNET.
SMR / SMM Job Descriptions downloaded from ServproNET.
SMR / SMM Role / Responsibility Spreadsheet downloaded from ServproNET.
SMR / SMM Skill Assessments downloaded from ServproNET.
Sales Team Role and Responsibility Review Questions downloaded from ServproNET.
ManagER Marketing Center User Guide downloaded from ServproNET.

Task Description
3-1 Read and Review the Servpro Sales Handbook (# 39030)
Complete the SERVPRO Sales Handbook Review

3-2
Questions which can be downloaded from ServproNET
3-3 Review the SMR and SMM Job Descriptions
3-4 Review the SMR and SMM Role and Responsibility Forms
3-5 Review the SMR and SMM Skill Assessments
Complete the Sales Team Role and Responsibility Review

3-6
Questions
Watch the Sales 101 Training Video downloaded from

3-7
ServproNET.
Read the ManagER Marketing Center User Guide located in

3-8 the Marketing Center Training Tools Toolbox on
ServproNET.
3-9 SMR Illustrates Understanding of SERVPRO Services
SMR Illustrates Understanding of their Roles /

3-10
Responsibilities and Key Measurements

Section 4
Route Development
This section provides you with a basic understanding of SERVPRO’s Route Sales Process, including the
development of Sales Routes, and a review of your assigned Sales Territory.
Required Resources:
Introduction to Route Sales eLearning Lesson downloaded from ServproNET.
SERVPRO Sales Handbook (#39030)
Developing Routes with ManagER Interactive Case Study 1-3 eLearning Lessons
downloaded from ServproNET.
Developing Routes with ManagER Interactive Case Study downloaded from ManagER
Marketing Center Training Tools Toolbox located on ServproNET.
Introduction to Route Sales eLearning Lesson downloaded from ServproNET.
Top Centers of Influence Listed by SIC Code Spreadsheet located on ServproNET.

Task Description
4-1 Review Territorial Policy
4-2 Review the SERVPRO Sales Handbook (Pages 16-31).
Review the ManagER Marketing Center User Guide (Pages

4-3 1 – 38) located in the Marketing Center Training Tools
Toolbox on ServproNET.
Watch the Introduction to the ManagER Marketing Center

4-4 Training Video located in the Marketing Center Training
Tools Toolbox on ServproNET.
Watch Introduction to Route Sales eLearning in the TrainER

4-5
section on ServproNET.
Watch Developing Routes with Manager Interactive Case

4-6
Study 1 eLearning in the TrainER section on ServproNET.

4-7

4-8
Complete the Developing Routes with Manager Interactive

4-9 Case Study located in the Marketing Center Training Tools
Review the Top Centers of Influence Listed by SIC Code

4-10
Spreadsheet downloaded from ServproNET.

Review A New Way to Increase Customer
4-11 Contacts and Sales Routes (Reverse Lookup) Document
downloaded from ServproNET.
Print and review list of 264+ Centers of Influence assigned to

®
4-12 your Sales Territory (from within ManagER Marketing
Center)
Identify the Top Ten Contact Types assigned to your Sales

Territory (along with the number of referral opportunities
4-13
provided by each, and the amount of revenue billed during
the past year)
Identify the Top Ten Centers of Influence assigned to your

Sales Territory (along with the number of referral
4-14
opportunities provided by each, and the amount of revenue
billed during the past year)
Identify the Top Ten Centers of Influence Prospects

4-15 assigned to your Sales Territory (COIs that have not yet
provided a referral opportunity)
4-16 Complete Ride-Along with Owner (24 Insurance Contacts)
4-17 Complete Ride-Along with Owner (24 Commercial Contacts)
4-18 Complete Route Sales debriefing with Owner
4-19 Complete Ride-Along with SMR (24 Insurance Contacts)
4-20 Complete Ride-Along with SMR (24 Commercial Contacts)
4-21 Complete Route Sales debriefing with SMR
4-22 Complete Ride-Along with Trainer (24 Contacts)
4-23 Complete Route Sales debriefing with Trainer

Section 5
Day-in-the-Life of an SMR
This section provides you with a basic understanding of a SERVPRO Marketing Rep’s Daily Activities
and an understanding of how the ManagER Marketing Center can help you manage these marketing
activities.
Required Resources:
SERVPRO Sales Handbook downloaded from ServproNET.
Day-in-the-Life of an SMR eLearning Lesson downloaded from ServproNET.

Task Description
5-1 Review the SERVPRO Sales Handbook (Pages 54-78)
5-2 Read Time Power by Charles Hobbs

5-3 39 – 68), located in the Marketing Center Training Tools
Watch Day-in-the-Life of an SMR eLearning in the TrainER

5-4
Review the Key Information to Review n Route Sales

5-5
document available on ServproNET.
Review the Marketing Concepts for Sales Reps document

5-6
available on ServproNET.
Review the Commercial Marketing Tips document available

5-7
on ServproNET.
Review the ManagER Marketing Center process for printing

5-8
a Daily Route Schedule with your Owner.
Review the ManagER Marketing Center process for updating

5-9
Contact Records with your Owner.
Briefly define the concept of Objective-to-Objective

5-10
Marketing for your Owner.
Review with your owner a list of the top ten Marketing

5-11 Objectives you feel it is important to discuss with your
assigned Centers of Influence.
Review “Objective-to-Objective Selling” (Sales Handbook

5-12
Page 20)

SMR “Role Play” of Objective-to-Objective Marketing
5-13
Scenario Introduction
Briefly define the concept of Objective-to-Objective

5-14
Marketing for your Owner.
Review “Overcoming Objections” (Sales Handbook Pages

5-15
83-92)
SMR “Role Play” of Overcoming Objections Marketing

5-16
Scenario Introduction
Identify the 10 Ten Objectives encountered during your

5-17 Route Sales Activities, and your response for overcoming
them
Briefly define the concept of Closing Appointments for your

5-18 Owner, and review the ManagER Marketing Center process
for scheduling Closing Appointments.
Briefly define the concept of Prospecting for your Owner, and

5-19 review the ManagER Marketing Center process for adding
and / or deleting contacts from your assigned sales territory.
Briefly define the concept of Marketing Events for your

for scheduling Marketing Events.
Briefly discuss the Daily Activity Report with your Owner, and
5-21 review the ManagER Marketing Center process for printing
the Daily Activity Report.
Briefly discuss the Weekly Activity Report with your Owner,

5-22 and review the ManagER Marketing Center process for
printing the Weekly Activity Report.
Complete Sales Route using the Marketing Center to print

your Daily Route Schedule, Update your Contact Records,
5-23 Schedule Closing Appointments, Add Contacts, Delete
Contacts, Schedule Marketing Events, Print Daily Activity
Reports and Print Weekly Activity Reports
Complete Daily Route Sales debrief with Owner (provide

5-24
Owner copy of Daily Activity Report prior to meeting)
Complete Weekly Route Sales debrief with Owner (provide

5-25
Owner copy of Weekly Activity Report prior to meeting)

Section 6
Sales Management
This section provides you with a basic understanding of a SERVPRO Marketing Manager’s Daily
Activities and an understanding of how the ManagER Marketing Center can help manage these
marketing activities.
Required Resources:
Sales Management eLearning Lesson downloaded from ServproNET.

Task Description
6-1 Review the SERVPRO Sales Handbook (Pages 32 – 53).

6-2 69 – 111), located in the Marketing Center Training Tools
Watch the Sales Management eLearning in the TrainER

6-3
Identify the Key Measurements identified within the

6-4
ManagER Marketing Center
Review the Key Measurements identified in the ManagER

6-5 Marketing Center with your Owner, and briefly discuss how
you plan to achieve them during the next 90 days
Briefly review the SMM Marketing Center process for

6-6 reviewing an SMR’s daily scheduled marketing
appointments.

6-7
reviewing an SMR’s Contact Record Updates.

6-8
reviewing and approving Closing Appointments.

6-9
reviewing and approving Contact Additions and Deletions

6-10
reviewing and approving Marketing Events.
Briefly define the concept of Marketing Events for your

for scheduling Marketing Events.
Briefly discuss the Daily Activity Report with your Owner, and
6-12 review the ManagER Marketing Center process for printing
the Daily Activity Report.

Briefly discuss the Weekly Activity Report with your Owner,
6-13 and review the ManagER Marketing Center process for
printing the Weekly Activity Report.
Complete Sales Route using the Marketing Center to print

your Daily Route Schedule, Update your Contact Records,
6-14 Schedule Closing Appointments, Add Contacts, Delete
Contacts, Schedule Marketing Events, Print Daily Activity
Reports and Print Weekly Activity Reports
Complete Daily Route Sales debrief with Owner (provide

6-15
Owner copy of Daily Activity Report prior to meeting)
Complete Weekly Route Sales debrief with Owner (provide

6-16
Owner copy of Weekly Activity Report prior to meeting)
Review the SMR Recruiting Flowchart available on

6-17
ServproNET
Review the Hiring an SMR Information document available

6-18
on ServproNET
Review the Prescreen Telephone Interview Guide available

6-19
on ServproNET
6-20 Review the Interview Guide available on ServproNET
Review the Sample Employment Ads available on

6-21
ServproNET
Review the Employment Agreement / Non-Compete

6-22
available on ServproNET

Section 7
Center of Influence Sales Training
This section provides additional tools and training materials that will assist with your Sales and
Marketing efforts, while also helping to increase your knowledge of the SERVPRO System and the
many marketing tools available to assist you.
Required Resources:
Disaster Recovery Profile eLearning Lesson downloaded from ServproNET.
Disaster Recovery Profile Handbook downloaded from ServproNET.
Continuing Education Handbook downloaded from ServproNET.

Task Description
7-1 Attend WIP Board Meeting (Daily)
7-2 Review the SERVPRO Sales Handbook (Pages 4 -15).
Watch the Disaster Recovery Profile eLearning in the

7-3
TrainER section on ServproNET.
7-4 Review the Disaster Response Plan Handbook (#39999)
7-5 Review Continuing Education Training Courses Kit (#39036)
SMR Attends 4 CE Classes offered by Franchise /

7-6
Trainership
SMR Clearly Illustrates Understanding of Scheduling,

7-7
Preparing and Conducting a CE Class
Review all National Accounts Bulletins Applicable to SMRs

7-8
Sales Territory
Review all ERNet Bulletins Applicable to SMRs Sales

7-9
Territory
Role Play “National Accounts / ERNet” Bulletin Introduction

7-10
Scenario
Review Advertising Resource guide Available on

7-11
ServproNET
Review How to Use Your Local Marketing PPT Available on

7-12
ServproNET
Review Your Local Marketing Roles and Responsibilities

7-13
available on ServproNET

7-14 Review Your Local Marketing Kits available on ServproNET
7-15 Review Your Local Marketing FAQ available on ServproNET
7-16 Review Marketing Samples available on ServproNET
Review last 12 Issues of Restoration, Residential and

7-17
Corporate Newslines
Review and Complete Your Local Sales Training Materials,

7-18
Quarter 1

7-19
Quarter 2

7-20
Quarter 3

7-21
Quarter 4
Watch the Sales Leadership Council eLearning in the

7-22
7-23 SMR “Role Play” of Insurance Contact Introduction
SMR Clearly Illustrates Understanding of Features –

7-24
Advantages – Benefits of SERVPRO Insurance Services
7-25 SMR “Role Play” of Commercial Contact Introduction

7-26
Advantages – Benefits of SERVPRO Direct Services
7-27 SMR “Role Play” of Direct Contact Introduction

7-28
Advantages – Benefits of SERVPRO Commercial Services

Section 8
Customer Service
This section takes you through several lessons on dealing with customers. This is a vital part of Servpro,
so it is good to learn all you can about this subject.
Required Resources:
Customer Service eLearning Lesson downloaded from ServproNET.

Task Description
Watch Module 1 of the Customer Service eLearning in the

8-1

8-2

8-3

8-4
Review Complaint Resolution Process (SERVPRO Bulletin

8-5
#2857F)
Observe and perform initial customer contact with

8-6
supervisor.
Observe and perform permission to set up staging area with

8-7
supervisor.
8-8 Observe and perform a final walk-through with supervisor.
Review the process for handling customer complaints with

8-9
supervisor.

Section 9
Initial Crew Training
As a new production employee, there is a vast amount of knowledge to learn about your part of the
business. As such, the next several sections are divided into the different types of production work you
will encounter. This section covers the basics, touching on all areas of the business. There is a lot to
learn here, but you can handle it one bite at a time.
Required Resources:
Production Training System (#35700). Includes EZ Production guidelines, Crew Training
Course, and Crew Calendar.
Job file documentation.
Truckmount operator’s manual.

Task Description
Review and become familiar with all EZ Production

9-1
Guidelines (Production Training System, Section 4, #35700).
9-2 Observe a Work In Progress (WIP) board meeting.
Observe van preparation for jobs, and practice with

9-3
supervisor.
9-4 Review cleaning agents stocked on van.
Review equipment stocked on van (rakes, towels, buckets,

9-5
etc.).
9-6 Review proper job-site setup and breakdown procedures.
Read and become familiar with all paperwork necessary for

9-7
a job.
Review maintenance checklists for any equipment and

9-8
vehicles you use.
Review the maintenance schedule and cleaning processes

9-9
for the warehouse and other work areas.
9-10 Review the operator’s manual for truck mount.
9-11 Review all available wands for truck mount.
Review process for reporting and documenting damaged

9-12
equipment.
9-13 Observe vehicle maintenance, and practice with supervisor.

For one week, inventory and load the van for the day’s jobs
9-14
under supervision.
Crew Training Calendar
9-15 Week 1
9-16 Week 2
9-17 Week 3
9-18 Week 4
9-19 Week 5
9-20 Week 6
9-21 Week 7
9-22 Week 8
9-23 Week 9
9-24 Week 10
9-25 Week 11
9-26 Week 12
9-27 Week 13
9-28 Week 14
9-29 Week 15
9-30 Week 16
ECTP Crew Training Course
9-31 Lesson 1
9-32 Lesson 2
9-33 Lesson 3

9-34 Lesson 4
9-35 Lesson 5
9-36 Lesson 6
9-37 Lesson 7
9-38 Lesson 8
9-39 Lesson 9
9-40 Lesson 10
9-41 Lesson 11
9-42 Lesson 12
9-43 Lesson 13
9-44 Lesson 14
9-45 Lesson 15
9-46 Lesson 16
9-47 Lesson 17
9-48 Lesson 18
9-49 Lesson 19
9-50 Lesson 20
9-51 Lesson 21
9-52 Lesson 22
9-53 Lesson 23
9-54 Lesson 24
9-55 Lesson 25
9-56 Lesson 26

9-57 Lesson 27
9-58 Lesson 28
9-59 Lesson 29
9-60 Lesson 30
9-61 Lesson 31
9-62 Lesson 32
9-63 Lesson 33
9-64 Lesson 34
9-65 Lesson 35
9-66 Lesson 36
9-67 Lesson 37
9-68 Lesson 38
9-69 Lesson 39
9-70 Lesson 40
9-71 Lesson 41
9-72 Lesson 42
9-73 Lesson 43
9-74 Lesson 44
9-75 Lesson 45
9-76 Lesson 46
9-77 Lesson 47
9-78 Lesson 48
9-80 Lesson 49

9-81 Lesson 50
9-82 Lesson 51
9-83 Lesson 52
9-84 Lesson 53
9-85 Lesson 54
9-86 Lesson 56
9-87 Lesson 57
9-88 Lesson 58
9-89 Lesson 59
9-90 Lesson 60
9-91 Take Crew Training Course Test

Section 10
Water Job Process
This section will provide you with working knowledge of SERVPRO’s Water Job Process, enabling you
to more effectively discuss this service with your assigned Centers of Influence.
Required Resources:
Water Damage eLearning Lesson downloaded from ServproNET.
Water folder.
Operator’s manuals for all monitoring equipment.
Operator’s manuals for dehumidifiers and air movers.
ECTP Water Damage Manual (#35042).

Task Description
Watch Module 1 of the Water Damage eLearning in the

10-1

10-2

10-3

10-4

10-5
Review with supervisor the steps and forms necessary to

10-6
document a job file and a Water folder.
Review the use of all water monitoring equipment and read

10-7
appropriate operating manuals.
Complete Water Job Production Ride-Along #1

10-8
(Observe Scope; Assist with water damage cleanup)

10-9

10-10

10-11
(Assist with water damage cleanup; Observe Monitoring)

10-12

10-13
Provide Supervisor with a Sales Presentation Outlining the

10-14
FAB’s of the SERVPRO Water Job process
ECTP Water Damage Certification
10-15 Complete Chapter 1
10-28 Take Certification Test

Section 11
Fire Job Process
This section will provide you with working knowledge of SERVPRO’s Water Job Process, enabling you
to more effectively discuss this service with your assigned Centers of Influence.
Required Resources:
Contents Cleaning eLearning Lesson downloaded from ServproNET.
Carpet Cleaning eLearning Lesson downloaded from ServproNET.
Upholstery Cleaning eLearning Lesson downloaded from ServproNET.
Operator’s manuals for each of the following: rotary floor cleaner, thermal fogger, upholstery
and drapery machine, and vacuum.
ECTP Fire Manual (#35043).

Task Description
Watch Module 1 of the Contents Cleaning eLearning in the

11-1

11-2

11-3

11-4
Watch Module 1 of the Carpet Cleaning eLearning in the

11-5

11-6

11-7

11-8

11-9
Watch Module 1 of the Upholstery Cleaning eLearning in the

11-10

11-11

11-12

11-13

11-14
Review with supervisor the steps and forms necessary to

11-15
document a job file and a Fire folder.
Complete Fire Job Production Ride-Along #1

11-16
(Observe Scope; Assist with fire damage cleanup)

11-17 (Observe Scope, Carpet and Hardwood Pretesting and
Cleaning; Assist with fire damage cleanup)

11-18 (Observe Scope, Upholstery Pretesting and Cleaning; Assist
with fire damage cleanup)

11-19 (Observe Scope, Ceiling and Wall Pretesting and Cleaning;
Assist with fire damage cleanup)

11-20 (Observe Scope, Contents Pretesting and Cleaning; Assist
with fire damage cleanup)

11-21 (Observe Scope and Thermal Fogging; Assist with fire
damage cleanup)

11-22
FAB’s of the SERVPRO Water Job process
ECTP Fire Restoration Course

11-34 Take Certification Test

Section 12
Mold Job Process
This section deals with some of the issues you will face when handling mold jobs.
Required Resources:
Operator’s manual for HEPA vacuum.
Operator’s manual for air scrubbers.

Task Description
12-1 Practice setting up mold containment with supervisor.
12-2 Review the operator’s manual for HEPA wet-dry vacuum.
12-3 Review the operator’s manual for air scrubber.
Complete Mold Job Production Ride-Along #1

12-4
(Observe Scope; Assist with mold damage cleanup)

12-5

12-6

12-7
FAB’s of the SERVPRO Mold Job Process

Section 13
Cleaning (Non-Restoration) Job Process
This section goes over jobs that are cleaning only. In most cases, these are non-insurance jobs such as
residential carpet cleaning. Most of this training will be done on the job.
Required Resources:
Direct cleaning work order.
Direct cleaning price list.

Task Description
13-1 Review work order form and price lists for direct jobs.
Observe residential carpet pretesting and cleaning, and

13-2
practice with supervisor.
Observe residential upholstery pretesting and cleaning, and

13-3
practice with supervisor.
Complete Cleaning / Non-Restoration Job Production

Ride-Along #1 (Observe Residential Scope, Upholstery,
13-4
Carpet Pretesting and Cleaning; Assist with Non-Restoration
Cleaning)

Ride-Along #2 (Observe Commercial Scope, Upholstery,
13-5
Carpet Pretesting and Cleaning; Assist with Non-Restoration
Cleaning)

13-6 Ride-Along #3(Provide Quote for Cleaning / Non-Restoration
Services; Assist with Non-Restoration Cleaning)

13-7 FAB’s of the SERVPRO Cleaning / Non-Restoration Job
Process

Section 14
Estimating
This section deals with estimating. Aside from managing production jobs and crews, this is one of the
most important responsibilities of a Production Manager.
Required Resources:
Estimating Manual (#35039)

Task Description
Estimating Manual
Review with Owner process for estimating equipment and

14-9
supplies.
14-10 Go through scoping process in the field (at least 4 jobs).
Review water, fire, and mold job estimates with Owner and
14-11
discuss potential problems.

Section 15
Estimating
This section provides a list of books that SERVPRO Marketing Reps and SERVPRO Marketing
managers are encouraged to read as they continue to improve their Sales and Marketing Skills and grow
in their role at SERVPRO.

Task Description
15-1 Mastering the Rockefeller Habits by Verne Harnish
15-2 17 Indisputable Laws of Teamwork by John Maxwell
15-3 Good to Great by Jim Collins
Coaching for Improved Work Performance by Ferdinand

15-4
Fournies
15-5 Winning in the Invisible Market by Robert A. Potter
15-6 First Things First by Stephen Covey
15-7 The Secret by Ken Blanchard
15-8 21 Laws of Irrefutable Leadership by John Maxwell
15-9 How to Win Friends and Influence People by Dale Carnegie
15-10 4 E’s of Leadership by Jack Welch
15-11 Gung Ho! by Ken Blanchard
15-12 Principle Centered Leadership by Stephen Covey
Coach Wooden’s Pyramid of Success by John Wooden and

15-13
Jay Carty
15-14 Reengineering Management by James Champy
15-15 E-Myth by Michael Gerber
15-16 Managing by Harold Geneen
15-17 The Effective Executive by Peter Drucker

15-18 Time Power by Charles Hobbs
15-19 The Education of an Accidental CEO by David Novak
15-20 Selling the Invisible by Harry Beckwith
15-21 Eat That Frog by Brian Tracy
15-22 Juggling Elephants by Jones Loflin and Todd Musig
15-23 The Purpose-Driven Life by Rick Warren
15-24 Positioning by Al Ries and Jack Trout
15-24 The Little Red Book of Selling by Jeffrey Gitomer

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SERVPRO® Marketing

Table of Contents ............................................................................... 2

Section 1, Employee Orientation ........................................................ 4

Section 2, Safety ................................................................................. 5

Sales and Marketing Training

Section 3, Introduction to Sales and Marketing .................................. 7

Section 4, Route Development ........................................................... 8

Section 5, Day-in-the-Life of an SMR (SMR Marketing Center)......... 10

Section 6, Sales Management (SMM Marketing Center) ................... 12

Section 7, Center of Influence Sales Training ................................... 14

Additional Product Knowledge Training

Section 8, Customer Service ............................................................. 16

Section 9, Initial Crew Training ........................................................ 17

Section 10, Water Job Process ......................................................... 22

Section 11, Fire Job Process ............................................................. 24

Section 12, Mold Job Process ........................................................... 27

Section 13, Cleaning / Non-Restoration Job Process ........................ 28

Section 14, Estimating ...................................................................... 29

Section 15, SMR Recommended Reading List ................................... 30

Good luck, and welcome to SERVPRO!

Employee Name: __________________________ Date Received: ____________

Employee Supervisor Date

1-1 Review and sign Employment & Non-Compete Agreement

1-2 Review and sign Job Description

Review Employee Handbook and sign Receipt Form

1-5 Review benefits and details of wage/salary administration

1-6 Review and complete Payroll Forms and Insurance Forms

1-9 Review and discuss uniform philosophy and policies

1-10 Measure and order uniforms (if applicable)

Review and discuss training resources and Franchise

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

4 New Employee Orientation Activities

Employee Supervisor Date

2-1 Review and become familiar with Safety Manual (#35076).

2-2 Review blood borne pathogens handling procedures.

2-3 Take online medical evaluation for respirator.

Take respirator fit test and review correct usage with

2-5 Complete all necessary shots.

2-6 Review confined space safety procedures.

Review hazardous communications procedures for informing

2-8 Review portable fire extinguisher usage and storage.

2-9 Review franchise emergency action plan.

Review with your supervisor the use of Personal Protective

Review the Illness and Injury Prevention Handbook (In

Review with your supervisor the procedures for reporting

Review and become familiar with the Introduction to

5 New Employee Orientation Activities

2-15 Review safety procedures for operating equipment.

Employee Signature: _______________________________ Completed On: __________

Supervisor Signature: ________________________________ Verified On: _____________

6 New Employee Orientation Activities

Employee Supervisor Date

3-1 Read and Review the Servpro Sales Handbook (# 39030)

Complete the SERVPRO Sales Handbook Review

3-3 Review the SMR and SMM Job Descriptions

3-5 Review the SMR and SMM Skill Assessments

Complete the Sales Team Role and Responsibility Review

Watch the Sales 101 Training Video downloaded from

Read the ManagER Marketing Center User Guide located in

3-9 SMR Illustrates Understanding of SERVPRO Services

SMR Illustrates Understanding of their Roles /

Employee Signature: _______________________________ Completed On: __________

Employee Name: ______________ Date Received:

Employee Signature: _____________________ Completed On:

Supervisor Signature: ____________________ Verified On: _

Employee Signature: _____________________ Completed On:

Supervisor Signature: ____________________ Verified On: _

Employee Signature: _____________________ Completed On:

Supervisor Signature: ____________________ Verified On: _

Employee Signature: _____________________ Completed On:

Supervisor Signature: ____________________ Verified On: _

Employee Signature: _____________________ Completed On:

Supervisor Signature: ____________________ Verified On: _