Q2 2021 Franchise Teammate One Team MVP Finalist Dylan Riddle
Dylan Riddle has been the job file coordinator with SERVPRO of East Central Cincinnati and West Hamilton/Oxford for more than three years. There he has taken his work ethic, knowledge, and positive attitude to help improve his franchise's job cycle times and audit scores. While he rarely works in the field, customers often compliment the customer service when working with Dylan. His help was even on display during the recent Winter Storm in Texas and Oklahoma as he provided help managing the influx of work during the event.
Dylan has been absolutely critical in the turnaround of our franchise. Approx. three years ago we realized we were one of the worst franchises in regard to upload scores and job cycle times. After spending the majority of the year in a "red light" status, we had to take action to correct these deficiencies. We made a significant amount of internal changes, however, we still struggled with our audit scores. Despite our efforts, we could not seem to grasp the process. Fortunately, Dylan came along and was able to quickly help us turn things around and surpass the very lofty goals I had set.
In June of 2019, he informed me we had reduced our office cycle time from 8+ days to 1.5 days, which surpassed our previously set goal of 2 days, all while raising our average audit score into the 90% range. On that same phone call, I had informed Dylan that our new goal was to get our office cycle times down to a point where it started with a decimal point (example .75 days). Without reservation he accepted this challenge and simply replied with, "yes sir, I will have some ideas emailed to you by tomorrow morning with some ways we can make it happen." He followed through with his commitment, and for 2020 our current office cycle times are .12 days with a 100% job audit score. I could honestly go on and on and name scenario after scenario where Dylan has met/exceeded established goals time after time. Dylan is a true team player and I could not think of anyone more deserving of the MVP award.
Do the right thing: Dylan seems to be intolerant of shortcuts or anything short of his best effort. It is reflected in his audit scores, as well as the positive feedback we receive from customers on a regular basis, which is impressive considering he rarely steps foot on many of our mitigation projects.
Serve others: I have personally made some pretty insane requests at all hours and I have never heard any hesitation on his behalf. He is a true team player who is all about providing the best experience for the customer and taking actions to improve those around him.
Stay positive: Anyone who spends five minutes on the phone with Dylan would immediately identify how incredibly positive he is. When Dylan first started with us, I reviewed all of his job files to ensure they were to our franchise's new standard. This is something we do with all employees, and usually after a week, each requested revision is usually met with some form of hesitation/frustration. However, I never experienced that with Dylan. This is very atypical, so when I asked him about it he responded with, "Boss I figured you were just trying to push me out of my comfort zone, so I have just turned it into a game to see if I can write an Xactimate where you can't find anything to add, and if I can't do that, I will at least make you work really hard to find something."
Hustle/Grind: Since Dylan is part of the administrative team, he is not expected to regularly perform his duties after hours or on the weekends, but that has not stopped him from working countless hours outside of his "normal hours." When we really started gaining traction and seeing the fruits of our focus on cycle times, we challenged Dylan to get our office time down to a metric that started with a decimal point, and that the goal was to get the number so low that when people read our numbers, they were equal parts confused and suspicious. Dylan took that request to heart, and to this day, if the production staff pulls equipment on a Saturday, he is in the office placing the finishing touches on the job file and submitting for billing.
Collaborate: Dylan is a true believer of the ONE TEAM mentality and has helped or provided pointers to quite a few other franchises. During the most recent freeze event in Texas and Oklahoma, Dylan became a resource for Storm Team Wilson during the weekly admin webinars. He noticed the high volume of questions that seemed to be heading towards the unmanageable levels and quickly jumped to action and started fielding questions so that the members of Storm Team Wilson could address the more complex or dynamic questions.
– Brandon Johnson, general manager, SERVPRO of East Central Cincinnati