Interview Process
The Premier Cleaning and Restoration Company
Nationally Known - Locally Owned
IMR Name:
Date:
A. Make a decision to see if it is time to hire/invest in an IMR
a. Reference Staging Models
b. IMR is an investment (your time, your money, your future)
B. Prospecting for an IMR
a. Personal References
b. Newspaper Advertisements
c. Staffing Companies
C. Resume Evaluation
a. Review “The Law of Magnetism” by John C. Maxwell 17 Indisputable Laws of Teamwork
b. Determine what you are looking for
D. 1st Interview
a. What questions to ask?
a. Brief overview of SERVPRO®
b. 1st interview should be mostly be about them
c. What is their personality?
d. Are you self motivated/self disciplined?
1. Are you an early riser?
2. Are you accustomed to working from a schedule/calendar?
3. What hobbies do you enjoy?
e. Are you a person of Integrity?
1. Did you enjoy working for your previous employer?
2. If you received too much change from a cashier, how would you handle the situation?
3. What are the top three priorities in your life?
f. Are you the Hands-On type?
1. Do you like working with your hands?
2. Do you mind getting your hands dirty once in a while?
3. How would you react if you were asked to assist in the production depart?
g. Do you display good common sense?
1. Are you good with giving directions?
2. Are you good with following directions?
3. If you saw that you could not finish a given task for a customer before the end of the
workday, how would you suggest handling the situation?
h. Do you have an outgoing personality?
1. Do you enjoy leading a group of people?
2. Do you enjoy meeting people for the first time?
3. Are you more likely to “speak you mind” or “hold your peace” when something is
bothering you?
i. Do you have good communication skills?
1. Are you good at expressing what is on your mind?
2. Have you attended any self-help training tools or seminars?
3. Given the choice, you are rather, speak, listen, or observe?
j. Do you have basic computer skills?
1. Have you had any formal computer skills training?
2. How would you rate your computer skills?
3. Which computer programs do you consider yourself a capable user?
k. Do you have the willingness to follow the system?
1. Have you had any formal sales training courses?
2. What motivates you most about the sales process?
3. What motivates you least about the sales process?
b. Optional but other desirable qualities of an IMR (things to look for but may not be appropriate to ask)
 Attractive
o What activities do you enjoy when you’re away from work?
o What do you consider to be your best quality?
o What do you consider to be your biggest personal challenge?
 A family person
o Are you involved in community service activities?
o What do you consider to be your top priority in life?
o Do you enjoy attending sporting events?
 A person of faith
o What do you consider to be your top priority in life?
o What do you consider to be your source of inspiration?
o What kind of books do you enjoy reading?
 Insurance Industry background
o Have you ever worked in the insurance industry?
 Construction Industry background
o Have you ever worked in the construction industry?
 Sales/Motivational Training
o Have you had any formal sales skills or motivational training?
E. Evaluating a Resume
a. 1st impressions
a. How do they look on Paper?
b. What is their work experience?
c. What is their job stability?
d. Who are their references?
e. Does this person SOUND Interesting?
f. Prescreening
a. Does this person have a valid Driver’s License?
b. Do they have a criminal record?
c. Do they have acceptable personal hygiene?
d. Why did they leave their last job?
e. Does this person LOOK interesting?
F. 2nd Interview
a. Should be narrowed down prospect list
a. The applicants you would like to pursue
b. Should be performed by someone else – key person
c. Should be more about SERVPRO® and your Team
a. Introduce the Non-Compete Agreement
1. You do not want to train someone to go into business for themselves as your
competition.
b. Present Features, Advantages, and Benefits of working at SERVPRO®
c. Go over Job Description
d. Is this person a good fit for your team?
e. Highlight Golden Hours
f. Outline job requirements and expectations
g. Answer Candidate’s questions
G. Offer, Acceptance, and Conditions (can be part of the 2nd Interview)
a. 90 day golden parachute
b. Issue Employee Handbook
c. Expectations and Requirements
a. Inspect what you expect
b. IMR should increase business 20% per quarter for 1st 4 quarters and 20% each year for 5
years
c. Become Knowledgeable about...
1. The SERVPRO® System
2. The Restoration Industry
3. The Insurance Industry
4. SERVPRO® products and Services
5. SERVPRO® Office Automation Systems
d. Become an Expert in…
1. The SERVPRO® Route Sales program
2. SERVPRO® estimating program
3. SERVPRO® file management system
4. Using SERVPRO® diagnostic and mitigation equipment
5. SERVPRO®’s daily, weekly, and monthly reporting
e. Attend work on all scheduled days (45 to 55 hours per week), this is a 7:30 AM to 5:30 PM job
f. Respond to emergency calls 24-7
g. Meet Route Sales call requirements
h. Meet Sales volume goals on a consistent basis
i. Wear SERVPRO® approved attire at all times
j. Demonstrate a TEAM attitude
k. Conduct themselves in a professional and courteous manner at all times
l. The goal is for the IMR to be ready to buy a franchise after 6th year (Career Path Program)
d. Keys to Success
a. Person to Person Contacts
b. Daily Accountability
c. Coaching as opposed to choking
1. *Note: Usually the failure of an IMR falls on the poor management of the
Owner/Manager*
H. Salary, Commission, and Incentives
a. A base salary of $450 per week (validated by $10,000 cash collected per month)
b. 1% on all Subcontract Work
c. 5% On all Insurance Work
d. 10% on all Direct Work
e. $300 car allowance per month
f. 5 paid vacation days and 3 personal days per year (After 1 year)
g. ½ of health, life, dental, and supplemental insurance premium
h. Qualified retirement plan (401-K or IRA)
i. Incentives (Determined by Owner/Manager)
a. (Example) If IMR produces $500,000, then he/she receives company vehicle with gas,
insurance, and maintenance included
b. (Example) If IMR produces $1,000,000, then he/she receives Rolex watch or cash equivalent
c. (Example) If IMR ensures $250 OR LESS breakage on a move-out, ½ day paid vacation.
d. (Example) IMR of the Month
e. (Example) If 80% of work comes from Adjusters, IMR gets $500 bonus
f. (Example) $300 car allowance
g. (Example) Large Loss Pay
1. $125 per day
2. Jobs performed back home are split with another rep/owner
3. % of volume
I.
Loss or Reduction of Commission (Extreme measure)
a. Work Orders not turned in on time
b. Damages or Breakages on the job come off of the volume and full commission paid on remaining
volume
c. Failure to follow procedure
a. (Example) Move out Checklist Procedure
d. Failure to properly document file