Franchise Update Magazine Issue II, 2017 - Page 16

vant leadership and don ’ t need or want to be micro-managed .

How does your management team help you lead ? Our president , Steve White , runs the day-to-day operations . There ’ s a clear distinction between our roles . Frank Torre and I develop the strategy . Steve runs the executive team that executes the plan to realize the strategy .
Favorite management gurus : Do you read management books ? Extreme Ownership by Jocko Willink and Leif Babin and Start With Why by Simon Sinek .
What makes you say , “ Yes , now that ’ s why I do what I do !”? That ’ s easy . The most fulfilling aspect of my job is feeling and experiencing the appreciation from our franchise owners when we ’ ve done something that ’ s helped them . It ’ s the text messages , the handwritten notes , the passion , and even the tears they show when they ’ re achieving business success partially because of our training , marketing , or business development . It ’ s the most incredible feeling to know you ’ ve helped these wonderful people realize their dreams . I can ’ t believe I didn ’ t know until now how wonderful it is to be part of a franchise system .
Operations
How is the economy driving consumer behavior in your system ? Consumer spending , interest rates , and unemployment have zero impact on our business . Property damage happens . Human error happens . Mother Nature happens . Property restoration is a “ have to ” business that is paid for by a third-party insurance company . Therefore the restoration industry as a whole is a recession-hardy sector .

What are you expecting from your market in the next 12 months ? The trend in our industry is to receive work from a thirdparty administrator or carrier-direct , with the customer asking for a one-stop shop . Insurance companies want their restoration partners to offer all the services related to a loss . Statistics show when contractors have all the services for a job in-house , customer satisfaction increases substantially . The converse is true when insurance customers must use various vendors to resolve their loss . We are ready to meet the demands of the insurance industry because PuroClean is evolving into a full-service restoration company providing a full , turnkey solution . ceoprofile

Are your franchisees bullish or bearish about growth and adding additional units ? Our franchisees know that as we expand the brand ’ s footprint , establish ourselves as a world-class brand , and provide relentless customer service , the more national work we will attract . PuroClean is truly a family — our franchise owners support each other on a daily basis .
Personal
What time do you like to be at your desk ? Because I ’ m on the road 70 percent of the time , I don ’ t start my workday at my desk . Regardless of where I am , my workday starts around 6 a . m . I check email from the night before , review follow-up tasks , and review what ’ s planned for the day and the remainder of the week .
Exercise in the morning ? Wine with lunch ? I don ’ t believe you can be a strong leader sitting behind a desk . I ’ m always running around involved with our support team members and franchise owners . Keeping up my tempo and being the “ rabbit at the dog track ,” I ’ m racking up as many as 15,000 steps a day . I do weight training each week and mostly get my cardio from being constantly on the move .
Do you socialize with your team after work / outside the office ? I ’ ve had different philosophies on this over the years . I think it ’ s important to have strong relationships with your inner circle , to like your management team , but that doesn ’ t mean it needs to go deep into your social life . It ’ s important to know and care about your team members ’ personal lives , their families , and their priorities . But it ’ s also healthy to keep a distance so they ’ re not completely merged with each other .
What technology do you take on the road ? I ’ m an all-Apple guy . I have my MacBook Pro , iPhone 7 Plus , and a backup iPhone with me at all times . In an emergency response business , one phone call might be worth a $ 10 million contract , so you need to be able to respond . I can ’ t afford to be down for a day .
How do you relax / balance life and work ? I ’ m not someone who desires to relax , though one thing I love to do is to cook for others . I know it sounds strange , but I like to hand-wash the dishes after the meal . I find it therapeutic . It ’ s my form of relaxing . The same goes for laundry . I don ’ t let anyone ever wash or fold my clothes because no one can do it the same as I do . It would be the exact opposite of relaxing because I would be anxious .
Favorite vacation destinations : Cabo San Lucas and Italy .
Bottom Line
What are your long-term goals for the company ? PuroClean is a global brand that will have more than 500 locations by 2021 . Our vision is to be the premium restoration company . It ’ s not to be bigger than our competitors , but rather to be known as the premium brand for relentless customer service . We have nearly 240 franchisees in operation today with an aggressive franchise development strategy to reach 500 locations . We have already become a premium provider for customer service and have just landed national accounts with the number two and number three insurance companies ( by policy count ) as preferred service providers . Every day they provide us with customer service scores regarding our franchisees ’ performance . We know which owners are performing well and which need to improve . We ’ re committed to our customers . If we have franchisees with lower scores , we red flag them . We will not let a non-performing franchise owner affect the brand . To build a world-class brand , consistency is key . You achieve consistency through high standards , training , customer service , and monitoring . Then we make sure that our franchisees who are working at the highest level are the ones on our national accounts .
How has the economy changed your goals for your company ? The economy really doesn ’ t affect the restoration industry because property damage doesn ’ t care if the economy is up or down . Property damage occurs at all times .
What has been your greatest success ? Many might expect me to say that Belfor USA was my greatest accomplishment . We worked hard , achieved big numbers , and learned a tremendous amount , but we had the financial support of the largest private company in Germany behind us . My greatest accomplishment is what my business partner Frank Torre , Jr . and I have been able to achieve in the past five years . We bought Signal Restoration in 2012 and PuroClean in 2015 . I ’ m proud of what we ’ ve been able to achieve without the backing of a major financial partner . n
14 Franchiseupdate ISSUE II , 2017
ceoprofile vant leadership and don’t need or want to be micro-managed. How does your management team help you lead? Our president, Steve White, runs the day-to-day operations. There’s a clear distinction between our roles. Frank Torre and I develop the strategy. Steve runs the executive team that executes the plan to realize the strategy. Favorite management gurus: Do you read management books? Extreme Ownership by Jocko Willink and Leif Babin and Start With Why by Simon Sinek. What makes you say, “Yes, now that’s why I do what I do!”? That’s easy. The most fulfilling aspect of my job is feeling and experiencing the appreciation from our franchise owners when we’ve done some- thing that’s helped them. It’s the text mes- sages, the handwritten notes, the passion, and even the tears they show when they’re achieving business success partially because of our training, marketing, or business de- velopment. It’s the most incredible feeling to know you’ve helped these wonderful people realize their dreams. I can’t believe I didn’t know until now how wonderful it is to be part of a franchise system. Operations How is the economy driving consumer behavior in your system? Consumer spending, interest rates, and unemployment have zero impact on our business. Property damage happens. Human error happens. Mother Nature happens. Property restora- tion is a qٔѿtͥ́ѡЁ́)䁄ѡɐ䁥Ʌ丁Qɔ)ɔѡɕѽɅѥ䁅́ݡ́)ɕͥɑ͕ѽȸ)]Ёɔԁѥɽȁȴ)ЁѡЀȁѡQɕ)ȁ䁥́Ѽɕٔݽɬɽѡɐ)䁅ɅѽȁȁɥȵɕаݥѠ)ѡѽȁͭȁѽ͡)%Ʌ́݅ЁѡȁɕѽɅѥ)ѹ́Ѽȁѡ͕٥́ɕѕѼ)̸Mхѥѥ́͡܁ݡɅѽ́ٔ)ѡ͕٥́ȁ͔ѽ)ͅѥ͙ѥɕ͕́Չхѥ丁Q)ٕ͔́ՔݡɅѽ)Ё͔مɥٕ́́Ѽɕͽٔѡ)̸]ɔɕѼЁѡ́)ѡɅ䁉͔Aɽ )́ٽ٥Ѽձ͕٥ɕѽɅѥ)ɽ٥ձɹͽѥ($)Ʌ͕є%MLT%$ȀĀ)ɔȁɅ͕́ձ͠ȁɥ͠)ЁɽѠѥ)չ=ȁɅ͕́܁ѡЁ́ݔ)ѡɅéɥах͠ȴ)͕ٕ́́ݽɱ́Ʌɽ٥)ɕѱ́ѽȁ͕٥ѡɔѥ)ݽɬݔݥɅиAɽ ́ձ䁄)QȁɅ͔ݹ́Ё)ѡȁ䁉̸ٕͥȁ݅͠ȁ䁍ѡ͔́)Ёѡ́ͅ$%Ёݽձ)ѡᅍЁͥєɕ᥹͔$)ݽձ᥽̸)Aͽ]Ёɔȁѕɴ́ȁѡ)Aɽ ́Ʌ)ѡЁݥٔɔѡѥ́(ĸ=ȁ٥ͥ́Ѽѡɕմɕ̴)ѽɅѥ丁%ӊéЁѼȁѡ)ȁѥѽ̰ЁɅѡȁѼݸ)ѡɕմɅȁɕѱ́ѽ)͕٥]ٔɱɅ͕́)ɅѥѽݥѠɕͥٔɅ͔)ٕЁɅѕѼɕ)ѥ̸]ٔɕ䁉ɕմ)ɽ٥ȁȁѽȁ͕٥ٔ)ѥչ́ݥѠѡյ)ݼյȁѡɕɅ(䁍չФ́ɕɕ͕٥ɽ٥)̸ٕ䁑ѡɽ٥́ݥѠѽ)͕٥͍ɕ́ɕɑȁɅ͕ϊd)əɵ]܁ݡݹ́ɔ)əɵݕݡѼɽٔ)]eɔѕѼȁѽ̸%ݔ)ٔɅ͕́ݥѠݕȁ͍ɕ̰ݔɕ)ѡ]ݥЁЁəɵ)Ʌ͔ݹȁЁѡɅQե)ݽɱ́Ʌͥѕ䁥́丁e)ٔͥѕѡɽ՝хɑ̰)Ʌѽȁ͕٥ѽɥ)QݔɔѡЁȁɅ͕́ݡ)ɔݽɭЁѡЁٕɔѡ)ȁѥչ̸)]ЁѥԁѼЁ)ͬ ͔'eѡɽɍ)ѡѥ$eЁхЁݽɭ䁅Ё)ͬIɑ́ݡɔ$ݽɭ)х́ɽչ؁$ɽѡ)Ёɔɕ٥܁ܵх̰ͭ)ɕ٥܁ݡӊéȁѡ䁅ѡ)ɕȁѡݕ)ɍ͔ѡɹ]ݥѠ)չ$eЁٔԁɽ)ȁͥѥͬ'e݅)չɽչٽٕݥѠȁ)ѕ́Ʌ͔ݹ̸-)ѕѡqɅЁ)ѡɅt'eɅ́䁅(԰ѕ́丁$ݕЁɅ)ݕѱ䁝Ё䁍ɑɽ)хѱ䁽ѡٔ)ԁͽ锁ݥѠȁѕѕ)ݽɬͥѡ'eٔ)ɕЁͽ́ѡٕ́ȁѡ啅̸)$ѡӊéхЁѼٔɽɕ)ѥ́͡ݥѠȁȁɍѼ)ЁѕЁѡЁͻeЁ)Ё́ѼѼȁͽ%ӊe)хЁѼ܁ɔЁȁѕ)ϊdͽٕ̰ѡȁ̰)ѡȁɥɥѥ̸ ЁӊéͼѡѼ)хͼѡeɔЁѕ䁵ɝ)ݥѠѡȸ)]Ёѕ䁑ԁхѡ)ɽ'e丁$ٔ)5 AɼA܁A̰)AݥѠЁѥ̸%ɝ)ɕ͔̰ͥЁ)ݽѠɅаͼԁ)ѼѼɕ$eЁɐѼ)ݸȁ)!܁ԁɕཉݽɬ)'eЁͽݡͥɕ́Ѽɕఁѡ՝)ѡ$ٔѼ́ѼȁѠ)̸$܁Ёͽչ́ɅЁ$Ѽ)݅͠ѡ́͡ѕȁѡ$)ЁѡɅѥ%ӊé䁙ɴɕ᥹Q)́ͅȁչ丁$eЁЁ役)ٽɥєمѥѥѥ M)1Ս́%х) ѽ1)!܁́ѡ䁍)́ȁȁQ)ɕ䁑ͻeЁЁѡɕѽɅѥ)͔ɽ䁑ͻeЁɔѡ)䁥́ȁݸAɽ䁑)́Ёѥ̸)]Ё́ȁɕѕЁՍ)5䁵ЁЁѼͅѡЁ )UM݅́䁝ɕѕЁ͡и])ݽɭɐٕյ̰)ɹɕ́չаЁݔ)ѡЁѡɝЁɥمє)䁥ɵ䁉̸5䁝ɕѕ)͡Ё́ݡЁ䁉ͥ́д)ȁɅQɔ)ȸ$ٔѼ)ٔѡЁٔ啅̸]՝)MIѽɅѥȁAɽ )Ը'eɽՐݡЁݗeٔ)ѼٔݥѡЁѡ)ѹȸ