ECTP – Crew Training

1. ECTP – Crew Training Brian Seale WRT, ASD, FSRT, AMRT,CCT, OCT, HST, UFCT, CRRT, ECTP Instructor

2. L I K E I T N E V E R E V E N H A P P E N E D ™ • Largest cleaning restoration mitigation company in the United States • Headquartered in Gallatin, Tennessee • Uniformed employees • Insured • On staff chemists at headquarters • National training center • Located in all 50 states • Latest technology in equipment and chemicals

3. Production Helper Job Overview • Your main job as a production helper is to support the crew chief and other production personnel, as needed. • You will perform production processes as assigned and clean and maintain vehicles, equipment, warehouse and office areas. • You report to your Crew Chief or Production Manager.

4. #1 Responsibility: SafetyYou should strive to be safe in all you do to protect the customers, your coworkers and yourself. Safety includes the following: • Be able to read and understand Material Safety Data Sheets and product labels. • Wear appropriate personal protective equipment. • Recognize and avoid hazardous chemicals and materials and understand your responsibility in the Hazardous Communication Program. • Follow crew chief guidance when operating equipment. • Be alert for electrical hazards in a wet environment. • Inspect equipment for hazards before use and report damaged equipment to crew chief. • Ensure a safe work environment for customers and visitors at the work site. • Wash hands before eating, drinking, smoking or using cosmetics. • Comply with all safety practices in the company safety handbook.

5. #2 Responsibility: Act Professionally at the Job Site • Follow job site crew rules established by your production supervisor. Always try to present a professional attitude on the job site.

6. #3 Responsibility: Equipment MaintenanceAll equipment needs to be maintained so that it works properly on the job site. It is your responsibility to: • Clean and perform preventative maintenance on vehicles and equipment. • Clean vehicle interiors and organize contents. Keep inventory levels at proper quantities. • Clean and maintain the warehouse and office areas. • Clean building exterior and parking lot.

7. #4 Responsibility: Equipment Repair • When equipment breaks down, you will occasionally need to assist repairing it. Management will take care of all serious breakdowns.

8. Ceilings and walls Carpets Drapery Upholstery Appliances Hard surfaced furniture Hard floors Duct systems #5 Responsibility: Cleaning and Restoration WorkYou are responsible for assisting in cleaning and restoration work in your job. You should follow SERVPRO Production Guidelines when you clean:

9. #6 Responsibility: Job-Site Support • You should assist the crew chief and other personnel at the job site in addition to your cleaning and restoration work. These are common tasks that are performed for jobs: • Inventory and load the van with equipment, products and supplies needed for the day’s jobs. • Set-up staging area and equipment for each job. • Prepare rooms for cleaning processes. • Perform end-of-job/end-of-day clean up and breakdown.

10. #7 Other Key Responsibilities • We are judged by our integrity. Each employee must keep the promises they make. Failure to live up to commitments will not be tolerated and is reason for immediate termination. • Complete honesty is required. No reason exists to be dishonest in any situation. Deliberate lying will not be tolerated and is grounds for immediate termination. • Employee is only authorized to receive compensation from this company. Any offer of payment or commission from any source must be declined and brought to the attention of your supervisor. No tips from customers. • Learn all aspects of your job and learn the duties of the crew chief.

11. Report any communications about the company, positive or negative, to your supervisor on a timely basis. • Communications with customers, adjusters, agents or centers of influence must be positive. Any negative representations or representations contrary to company policy are grounds for termination. Do not sacrifice the integrity of SERVPRO. • Whenever there are conflicting priorities, ask your supervisor for help in prioritizing tasks. • Fulfill all job-related requests made by the supervisor or owner. • Assist other staff members, as necessary.

12. Good Personal Appearance Is Important!

13. SERVPRO is a cleaning company, so all employees must exemplify clean. • Good personal appearance is difficult for SERVPRO employees because we are doing sweaty work in dirty places. • We must try to keep up personal appearance as much as possible

14. Uniforms • Keep shirts tucked in, it makes you look neater. • Keep an extra shirt in the truck, just in case you get dirty. • When you come to work, your pants and shirt should always be clean. • Shoes are important too, don’t neglect them. Your shoes don’t have to be the latest name brand style, but then need to be neat and clean.

15. Body Cleanliness • Working as a SERVPRO production employee means one thing for sure: two showers a day. One before work and one after work. The one before work is so that you look your best for your customers, the one after work is so you can live with your loved ones! • Find a good anti-perspirant deodorant and keep it in the truck with you or at the office. It can save you after a smelly job. • Hair looks more professional if its clean and neatly kept. Right or wrong, many people will judge you based on how your hair looks.

16. Fresh Breath • Do you have “dragon breath?” How about after those onion rings you had with your burger? Keep some mint gum or mints with you to combat this odor. • If you smoke on a break, get a mint before going back to work. • Don’t even think about chewing tobacco on the job or in front of a customer.

17. Customer Appearance • As SERVPRO employees, we are required to look professional. A homeowner is not. Never make comments about how a customer looks. • Realize you are seeing a customer at their worst. They are in the midst of a personal disaster. Please do not make them feel even worse by being inconsiderate of their feelings.

18. Crew Rules The following rules are standard production rules designed to ensure excellent customer service and safe working conditions. In addition to these rules, your production manager may have additional guidelines for you to follow.

19. No Smoking • SERVPRO production crews are strictly prohibited from smoking on a job site. • Do not smoke in van if flammable products are present.

20. Uniforms • Production crews must be uniformed at all times. • Wear the company approved uniform. • It is never allowable to remove a shirt. • Make sure your uniform is clean. • Shoes must look presentable. • Jeans are not appropriate.

21. Safety • Production crew members must always wear the appropriate safety gear and take proper safety measures on the job site. • No crew member should be allowed to work without safety equipment. • Product and equipment staging areas must be kept secure and out of reach of pets and children. • Think SAFETY FIRST!

22. Language • All profanity is strictly prohibited. • Conversations should be work related and never regarding personal subjects. Customers don’t need to know our personal business. • Never comment or give opinions about the progress or results of a job. • Remember, what isn’t profanity to you may be profanity to someone else! • Don’t bother a customer with your personal life. All conversation should relate to the job.

23. Telephone • A customer telephone should not be used. • If an emergency arises, ask permission and be as brief as possible. • Never answer a customer’s phone.

24. Privacy/Security • Do not enter areas that are not being cleaned. • Always ask permission before opening a closed door. • Never open drawers or closets without reviewing the Customer Information Form or checking again with the customer.

25. Bathroom Use • Do not use a customer bathroom without first getting permission. • Never use a bathroom in the master bedroom, always look for a utility bath. • Try to take care of this before you arrive at the job site. • Clean up after yourself.

26. Courtesy • Always listen to the customer with full attention. • Don’t interrupt the customer, listen for hidden meanings. • Be polite and use Mr. or Ms. Unless otherwise instructed by the customer.

27. Drug and Alcohol Use • Drug and Alcohol use is prohibited while on the job. • Using drugs and alcohol impairs your ability to do things like driving, talking and cleaning. All of those things are required to do our work at SERVPRO. • Customers will sometimes offer you drugs or alcohol. Politely refuse them. • Customers will sometimes use drugs or alcohol in front of you. Stay out of their business unless it puts you in danger or makes it impossible for you to do your job. • If you feel like you must use drugs and alcohol just to get through your day, you should seek professional help.

28. What To Do Before The Van Leaves The Office • Most crews leave the office by 8:30 a.m. and don’t return until after 5:00 p.m. • Any time spent traveling back to the office for forgotten items is wasted time. • Wasting time hurts our customers and our business. • So, here’s what to do before you leave the office to remember all the equipment, chemicals and materials you need.

29. Make Sure You Are on Time to the Job • The day prior to the job, the office staff should verify jobs with the customers. • The appointment time will be given in blocks of time (“the crew will arrive between 9:00 and 9:30”). • This allows for a margin of error. • However, the SERVPRO Crew Chief should make sure the van is on the road as soon as possible every morning. • Remember time is money in the service business and the goal is to maximize productivity.

30. When a crew determines it is off schedule, a call should be made to the office to inform them of the situation. • This will give the scheduler time to make changes. • If our goal is complete customer service, we must communicate with our customers and let them know we will be early or late. • They are already changing their schedule to fit us in; we need to completely respect the time they set aside.

31. Check Your Inventory List • The Inventory List, found in the Production Guidelines Manual, is a guide to ensure all supplies are taken to the job site to complete the job. • Cleaning agents, accessories, safety equipment and paperwork are all itemized for each service. • By using the Inventory List, the production crew greatly reduces the chance of wasting time going back to the warehouse to retrieve forgotten items.

32. The Inventory List is divided into four areas: • Cleaning Agents – A list of all standard cleaning agents for the job and optional items that may be used as additives or for special cases. • Equipment – A list of standard and optional equipment, including accessories such as pilating rakes, towels, buckets, etc.

33. Personal Safety – A list of safety items required to ensure crewmembers are properly protected. • Paperwork – A list of required paperwork such as a Pre-existing Conditions waiver and Material Safety Data Sheets (MSDS).

34. Check Your Appearance • How do the members of your crew look? • Is everybody presentable? • Is the van clean and in safe running condition?

35. Other Things to Remember • Directions to the job site. • Check to see that you have enough fuel in the van. • If your office requires that you have cell phones, pagers, etc. with you, don’t forget them!

36. Job Site Preparation • One of the first things done at each job is the job site preparation. • This step is important because it makes you look professional, enhances productivity and reduces safety hazards.

37. If the crew is professional during the first 15 minutes with a customer, the job is 90% done!

38. Set Staging AreaThe helper should be setting the staging area while the crew chief completes the walk through with the customer and the security check. To set the staging area: • Make sure the area is not accessible to children or pets. • Cover the area with a tarp to protect from accidental spills, etc.

39. Bring all needed materials into the area (i.e. product, sponges, buckets, brushes, etc.) NEVER leave a product bottle uncapped or place items on the kitchen counters. • Set up a “Thank-You” display as directed by your Crew Chief. This usually includes a Thank-You Card and Retail Spotting Kit.

40. Identify and get permission to use an interim disposal site for towels, sponges, etc. (As a trash bag becomes full, it should be removed and placed in the truck.) • Identify and get permission to use a commode as a disposal site if necessary. (Ensure the customer that no hazardous waste will be disposed of, only dirty water, etc.)

41. Protect the contents in the working areas depending on the type of work being done. • Protect contents with a tarp if it is a smoke damage environment. • Stage and test the equipment and accessories in the staging area. • Mix and stage the products to be used, fill rinse bucket, etc., in order to complete the work.

42. I knew as soon as those guys walked in that they weren’t professional. This is the last time I call SERVPRO! These SERVPRO people are really organized. I can tell they’re going to do a great job! Which way do you want your customer to feel?

43. We want to amaze our customers with incredible service. There Are Three Levels of Customer Service • Basic: We did what we said we would do, nothing more. • Good: We did what we said we would do, and more. • Amazing: We provided much more than the customer expected and left the customer with a feeling of amazement.

44. Why Do We Want the Highest Level of Customer Service? Because… • It’s much harder to gain a new customer than keep an old one. • Customers expect much more than they used to. • The “Amazing” level of service builds lifetime customer loyalty.

45. How Do We Give the “Amazing” Level of Service? • Under promise and over deliver. • We must treat each other the way we want to treat our customers. If we can’t serve one another, we’ll never be able to serve our customers.

46. We must first keep our promises to our customers. For example, we must be at the job when we said we would be. If we can’t be there on time, we should call ahead. • We must always look for ways to provide extra value to our customers. For example, if you are cleaning a carpet, polish the furniture when you put it back the way it was. • If you anticipate any problems, communicate with your supervisor. Make sure we are delivering the Amazing service our customers want.

47. Safety In The Workplace • Safety involves more than precautions with chemicals and blood borne pathogens. We encounter many hazards in the workplace daily, so become aware of them and learn ways to avoid them.

48. Personal Protective Equipment • Wear personal protective equipment (PPE) when called for in Production Guidelines and the Chemical Reference Manual. Maintain your PPE in a sanitary condition and restore it to ready-to-use condition following each usage. • Do not exchange PPE with other employees unless it has been properly cleaned. • Wear splash goggles when mixing, spraying or pouring chemicals.

49. Do not wear contact lenses when there are hazardous vapors or fumes present. Vapors and fumes from solvents can penetrate contact lenses and damage your eyes. • Wear face shields or safety glasses when operating equipment or machinery that poses physical hazards. • Wear hearing protection (ear plugs or ear muffs) when working with loud equipment.

50. Wear chemical resistant gloves for protection against chemicals that can cause irritation, blisters or whiteness of the skin. • Wear respirators when dealing with organic vapors, solvents, or hydrocarbons, and during any time of exposure to a hazardous situation. To be safe, follow one rule of thumb – If your work environment is unpleasant or if it makes you dizzy, wear your respirator!