Furniture Medic

2016 Program Guide

Happy New Year Medics,
I hope everyone is ready for an amazing 2016. As Richard said last year, our strategy is to provide you with
tools that will help you grow your business and bring more money to the bottom line.
With that in mind, we took your feedback from the All Owner Survey, combined with our observations of which
programs have been successful, and folded them into the plan for 2016.
This year, we are bringing back some of our most successful programs, simplifying others, and adding more
options. The team put a lot of effort and thought into how best to deliver this support for you and I encourage
you to read through this program guide.
The goal of this guide is to provide an easy-to-use document that houses synopsis documents for each program.
Each program has a complete list of dates and includes information on where you can access more in-depth
material. You can also check out this video: https://www.youtube.com/watch?v=IJwMn3beENc of the Home
Office team explaining each of the programs. We have tried our best to schedule out the entire year, but as you
well know, things can change. Please check with the Home Office before booking any travel. We will make sure
to communicate any changes to the network as soon as we are aware of them.
These programs are not designed to be silver bullets, rather to support your business plans, goals, and more
importantly, the aspirations you have for your business.
We look forward to collaborating with you and strive to have another extraordinary year; building on
the commitment we made last year to provide a stronger partnership, better collaboration, and constant
improvement toward the growth of the brand.
After you have had a chance to read the program guide, please do not hesitate to reach out to me, your BDM,
or anyone at the Home Office.
Thank you so much for your time and support,
Randy Trapanick
Sr. Business Development Consultant

O: (901) 597-8035
C: (901) 530-4995
E: RTrapanick@furnituremedic.com

Table of

Contents
Webinar Series 3
Advanced Performance Seminar (APS) Offering Calendar

4-7

New Technician Training Program 8-10

Mentorship Program 11-12
Growth Track 2.0 Introduction 13-14
Home Office Communications 15
2016 Incentive Trip 16
QFR Program & National Accounts 17
Convention 18
NFC Update 19-20
Other Training Opportunities 21
2016 Tradeshow Plan 22
Common Issue Contact Information 23-24
Calendar At A Glance 25-28

2016

Webinar Series

Based on your feedback from the All-Owner Survey and the positive response we received from the 2015
webinar series, we have put together an exciting line-up for the 2016 webinar series.
Similar to 2015, the 2016 series will be split into three categories: Technical, Business Operations, and
Marketing. One topic will be presented each month. Each webinar will last one hour, and no more.
To accommodate as many franchisees as possible, each webinar will be offered live, twice: once from 10:00 a.m.
- 11:00 a.m. CST and again from 3:00 p.m. - 4:00 p.m. CST. The 3:00 p.m. webinar will be recorded and posted
to MedicConnection within 48 hours. Every webinar will take place on a Wednesday, in order to make planning
easier. As with any webinar, you will need to be in front of your computer in order to fully participate. If you
have questions that you want to make sure are answered on a particular webinar you can send them in advance
to rtrapanick@furnituremedic.com, and we will make sure they are addressed during the presentation. We will
send out a reminder one week before the webinar, and we will list upcoming webinars in the Medic Monthly
newsletter. This webinar series is a great way to leverage the Home Office and your peers to help drive
stronger results.

2016 Webinar Schedule

January 27:

Business Ops The advantages of offering Continuing Education (CE) courses

February 24:

Technical

Minor leather repair and touch-ups

March 23:

Marketing

Maximizing your digital footprint (i.e. Yext, meta tags/title tags etc.)

April 13:

Business Ops Selling recurring work to large accounts

May 25: Marketing

Leveraging the FM marketing brand resources (i.e. BFC, etc.)

June 29:

Technical

Enhance and restore a finish without stripping

July 20:

Business Ops In-home selling for technicians

August 31:

Technical

How to use Mohawk Blendal powders to restore color

September: Convention No webinar this month

October 19:

Marketing

November 16:

Business Ops 2017 budget planning

December 21:

Technical

Taking advantage of social media to grow your revenue

How to remove a cloudy haze from a finish

2016 APS

Offering

After successfully relaunching Advanced Performance Seminars (APS) at Furniture Medic, we are going to be
continuing this program in 2016. We will have 7 APS opportunities in 2016 4 throughout the year and 3 the
morning/early afternoon prior to the 2016 FM Convention. Each APS will have its own, unique topic and will,
once again, be taught alongside some of the most successful Furniture Medic franchisees in the country. We
chose options based on your feedback from the All Owner Survey, combined with topics that would allow you
the opportunity to learn a new service, or improve upon one and thus help you grow your business.
Each APS is designed to go deep on a particular topic. You will spend time learning the most pertinent details
on a specific subject and should leave with enough knowledge to be able to begin offering a new service,
performing work within a new vertical, or to run your business more effectively.
There is a monetary investment to attending these APS courses. The questions you need to ask yourself are:
What is the ROI (return on investment)? If the cost for travel, lodging, and the registration fee, is $500, or
even $1,000, you should consider: How fast will I make the money back? How will it help the long-term growth
of my business? The goal of each course is to enable you to leave with a clear return on your investment. Based
on last years APS classes, the courses delivered positive ROI and allowed Medics to expand their business
services. Just ask anyone who attended!
Take a close look at the courses being offered and pick one or more that are the most beneficial to
your business. Each APS you (or a staff member) attend, will provide skills that will translate into growth for
your business.
Please contact us if you have any questions. Many of the courses have limited capacity, so please register
quickly. The forms are located on MedicConnection/Library/Training Opportunities. (Courses are open to all
Furniture Medic owners and their staff). To register, simply fill out the appropriate form(s) and e-mail back to
the Home Office (instructions are on the form). Registration deadlines and suggested hotel information can be
found on the individual registrations forms. Full agendas and details will be communicated before the event.
(Note: most of the seminars have a minimum registration requirement).
Best,
Gina Moss
Manager of Technical Training

O: 901-597-8063
C: 901-692-4639
E: gmoss@furnituremedic.com

The 2016 APS Schedule

APS #1 Growing your commercial business
Topic: How to bid/perform commercial work with a focus on selling large, recurring jobs
Date: March 4-5

Location: Detroit, MI

Capacity: 30

Cost: $150

Primary Facilitator: Bob Johnson (franchisee)

Highlights: Join Bob Johnson one of the largest and fastest growing Medics in the system and his staff as
we cover: securing commercial contracts/maintenance contracts and marketing to commercial business, focusing
on bidding commercial accounts, obtaining maintenance contracts, marketing to a diverse commercial business

APS #2 Emergency Pull Out (EPO) work within the Disaster Restoration segment
Topic: How to sell, manage, and technically perform EPO jobs
Date: April 7-8 Location: Memphis, TN

Primary Facilitator: Chris Gilbert (franchisee)

Capacity: 20 (10 owners, each with their lead technician)

Cost: $350 per owner, $100 per tech

Highlights: Learn about this growing segment within the insurance space and add a new revenue stream to your
business, how to market to adjusters and promote a new service line, paperwork and process best practices, how
to perform all the technical aspects of the work, and more!
Emergency Pullouts (EPO) provide us with an alternative service for our existing contacts that few others
are offering; it is a way of differentiating Furniture Medic. This has helped us grow our DR segment 10% YOY
without additional advertising, or an increasing in the number of claim leads. Chris Gilbert, Medic in California

APS #3 Disaster Restoration segment

Topic: The business and technical sides of the DR segment (Advanced & Rookie courses offered concurrently)
Date: June 3-4

Location: Memphis, TN

Capacity: 16 (8 Rookies and 8 Advanced)

Primary Facilitators: Chris Camasta & Gina Moss

Cost: $150

Highlights: All registrants for this course must have attended Post Academy training unless prior approval has
been given by Gina Moss. Each track will cover a variety of both business and technical topics.
Advanced Track:
Estimating exercises, maximizing billing and profitability, how to get to the adjuster, best practices/
expanding service lines, cabinet repair/DR products and equipment, restoring water and fire damaged
finishes, cabinet refacing options
Rookie Track:
QFR program standards/terminology, estimating exercises, GoFormz 101, XactAnalysis 101, basics of selling
to adjuster, review of cabinet repair basics/intermediate work, cabinet supports/DR products, restoring water
and fire damaged finishes
What I got from the class totally eclipsed the networking benefits. It was better than anything [my former
employer] ever put on. I came away energized and feeling that I was on the right track and plenty more was
laid out ahead of me to help me improve! Gary Muto, Medic in Colorado

The 2016 APS Schedule

Cont.

The following APS courses will be offered during the morning and afternoon prior to the 2016 Convention
welcome event on Thursday, September 15th in New Orleans. Each course will run at the same time, from
10am until 4:00pm.

APS #4A Expanding your kitchen cabinet offering to grow your business
Topic: Kitchen cabinet clean & touch up, restore & recoat and cabinet color change using milk paint
Date: September 15

Location: New Orleans, LA

Primary Facilitator: Gina Moss

Capacity: N/A

Cost: $75 (early bird), $90 (2 weeks before), $150 (week of convention)

Highlights: Grow your revenue by offering more kitchen cabinet services

Clean and touch-up kitchen cabinets which you could price starting at $495

Refurbishing cabinets (restore color and refinish) which you could price starting at $1,200

Process for painting cabinets on-site which you could price starting at $2,500

APS #4B Local sales and marketing to commercial customers

Topic: Commercial bidding, marketing and sales training
Date: September 15

Location: New Orleans, LA

Primary Facilitators: Dan Neal & Kristen Alexander

Capacity: N/A

Cost: $60 (early bird), $80 (2 weeks before), $150 (week of convention)

Highlights: Back by popular demand and improved to now include marketing! Goal is to help you increase close
rates on commercial jobs as well as how to market recurring maintenance contracts. Youll also learn about how
sales and marketing should work together at the local level to drive revenue, mark-up vs. margin to increase
profitability, how to tie in social media to drive commercial business, and much more.

APS#4C Financial Management

Topic: Best practices on financial management, budgeting, job costing, and how to leverage financial tools
Date: September 15

Location: New Orleans, LA

Primary Facilitators: Brad Brower/Anjanette Brown

Capacity: N/A

Cost: $60 (early bird), $80 (2 weeks before), $150 (week of convention)

Highlights: A must for any franchisee that wants to better manage the financial aspects of their business.
This session will go over how to maximize your profitability and take more money to the bank, use budgeting
tools and ROI calculator to handle flow through. Take advantage of QuickBooks as a tool to help with AR and
creating a budget/P&L, use Qvinci to help you quickly get snapshots of your financials and how to compare
your results to other Medics, and leverage best practices for moving top line to bottom line.
To sign up for any of the APS courses, please reach out to Katina Holland, at kholland@furnituremedic.com.
As well, sign-up forms can be found on the MedicConnection library.

The 2016 APS Schedule

Cont.

APS #5 Technical & Business Academy Refresher

Topic: The Home Office will condense the current Academy of Service materials down to 3 days for our more
tenured owners to learn the new processes and best practices on both the technical and business sides
of the business.
Date: December 1-3

Location: Memphis, TN

Capacity: 10

Cost: $150

Primary Facilitators: Gina Moss & the HO Team

Highlights: Review the latest technical techniques to help keep your skills fresh, including: Precision repair/
finish touch-up, color toning and blending (Mohawk & General Finish products), stripping/refinishing, RTM
custom stain system/dye & pigment stain step board, spraying water based finishes using HVLP spray system,
leveling & polishing finishes. On the business side, we will cover budgeting, marketing (DR, social media,
commercial), estimating, sales and you will leave with a 60 day business plan.

Note: W e are also having a round table for franchisess in the Northeast later this summer or fall
(one day session). More information to come.

Medics came together for a Moving Claims APS in Colorado.

2016 New Technician

Training Program (NTTP)
Based on the positive results from last year we are excited to announce the New Technician Training Program
(NTTP) will continue in 2016. The NTTP includes discounts of over $600. The NTTP allows the Home Office to
continue to partner with the network and help franchisees grow their business. The 2016 program will remain
the same although whats included has changed slightly. The franchisee is responsible for travel, hotel, and
transportation to and from the airport, in addition to evening meals. The Home Office will take care of the rest.

Below is a breakdown of the training costs for our FM Tech Training Program:

Training Items

Retail cost

2016 Franchisee Cost

Furniture medic training course (5 days)

$200

$0

Lunches

$75

$0

Technical manual

$140

$0

Holiday Inn (5 Nights, includes breakfast)

$575

$575

Daily shuttle service to and from hotel

$200

$0

Average travel costs to Memphis

$320

$320

Average costs of evening meals

$100

$100

Transportation to and from airport

$50

$50

Total

$1,660

$1,045

2016 New Technician Training class schedule (all at the FM Training Center in Memphis, TN)
*These dates are subject to change based, please check with the Home Office before making any travel arrangements.*

March 7 - 11

May 9 - 13

July 18 - 22

October 24 - 28

2016 New Technician

Training Program (NTTP) Cont.
How the New Technician Training Program works
This program is intended for new technicians. Existing technicians will only be eligible if they have been on the
job for less than 90 days. However, existing technicians that have been on the job for over 90 days are always
welcome to attend training at the standard rate. To register new technicians for the training program, please
contact Gina Moss at gmoss@furnituremedic.com. When considering sending a technician to the program we
suggest you follow these steps:
1 To select your technician, use a thorough hiring and interviewing process.
2 W
 e strongly advise that all technicians complete a minimum of a 30-day apprenticeship program before
attending the NTTP.

3 Once you have decided to retain your technician, send your NTTP form to Gina Moss. She will get your
technician set up on pre-academy online training.

What are the benefits of using an apprenticeship program?

The main benefit of using an apprenticeship program is to retain employees and reduce turnover. It will also
reduce the cost associated with training new techs. This allows the franchisee time to evaluate the new
employees skill level as well as how they interact with your team. This program gives you the flexibility of
training the new employee at a pace that makes sense for your business.

Qualifications:
In general, to be successful, an apprentice should have the following qualities. The apprentice should be
ambitious, persevering, dedicated, and willing to learn. A college degree is not necessary, but a high school
diploma or equivalency is highly recommended. People that enjoy using a variety of tools to build and/or repair
things are ideal candidates. Students who have taken some form of shop class, technical training, or other
courses where they were required to do hands-on work is a plus. Other factors to consider are a candidates
personality, professionalism, and overall attitude. We strongly recommend that a background check be
completed on all employees.

A
 best practice is to have an apprentice work under an experienced technician learning entry-level
shop duties. They will also need to learn how to interact with employees, customers, and gain an
understanding of the business

2016 New Technician

Training Program (NTTP) Cont.

The apprenticeship program should last a minimum of 30 days, but could run longer, depending on the
individual and the program

Once the franchisee, is satisfied with the apprentices work ethic and performance, and the franchisee
believes they are ready to be scheduled for the technical training courses, contact Gina Moss for the NTTP
availability. Lastly, fill out the technician form and send it to Gina Moss

U
 pon receipt of the new technician form, Gina Moss will have your technician set-up for the abbreviated
version of the online technical Academy courses in FM University. The online training takes approximately
fifteen hours to complete before attending technical training.

The technician is required to have a respirator that meets the following requirements: online medical
clearance and a certified fit test.

If a technician has not completed a certified fit test, they can complete it on the first day of NTTP
for $160, that will be billed to the owners account. However, the online medical clearance must be
completed and sent to Gina Moss two weeks prior to training. Please notify Gina Moss if youre unable to
complete both the online clearance and certified fit test prior to the technicians arrival.

In order to sign up a technician for NTTP in Memphis, please fill out the form located on
MedicConnection/Library/Training Opprtunities. If you have any questions about the training program,
please contact Gina Moss at gmoss@furnituremedic.com.

This information is meant to be a resource and for use as a resource only. Furniture Medic does not have an apprentice program and does not mandate
the use of an apprentice program. All hiring and training are subject to each individual franchise practices.

10

2016 Mentorship

Programs

Hello Medics,
Below we have outlined all phases of our mentorship program. We have provided a link at the bottom of the
page that you may use to sign up for the different phases of the program. We hope you take advantage of the
mentorship program in 2016!

The Expert Directory (TED)

The purpose of The Expert Directory (TED) is to have a list of internal subject matter experts across different
service lines, niche repair procedures, and market segments.
The TED list will be updated twice a year. If you would like to be added as an expert in a certain area
or if you have a category you would like us to add, please reach out to Randy Trapanick,
rtrapanick@furnituremedic.com. Our goal for TED, is a simple concept: Medics helping Medics

Standard Mentorship Program

The Standard Mentorship Program is an optional program for all existing owners. Each Medic will have the
option to sign-up to be a mentee, to apply to be a standard mentor, or to do both. In order to be accepted
as a mentee, you must let us know what areas you would like to be mentored in.
To be a standard mentor, owners must meet the following criteria:
Minimum of two years as a Furniture Medic business owner

Must be in compliance with franchise system, follow current technical standards, adhere to brand
standards, royalty guidelines, operating procedures, and have regular attendance at conventions and
other workshops, etc.

Specify type of finishing process (water based, solvent or both)

Be willing to commit to a minimum of 1 hour a month for a call with your mentee

Willing to provide feedback to the Home Office about your experience with the program

New Owner Mentorship Program (Master Mentor)

The New Owner Mentorship Program (Master Mentor) is a one week mentorship program that is required for all
new owners (existing owners buying additional territory are exempt).
New owners will be required to spend 5 days with a pre-qualified existing owner and will cover a variety of real
world topics. This on-site mentorship program will take place sometime between 30 and 90 days after the
initial Academy of Service and must take place before Post Academy.

11

2016 Mentorship

Programs

Cont.

In order to qualify as a Master Mentor, they must meet the following criteria:

Minimum of two years as a Furniture Medic business owner

Must be in compliance with franchise system, follow current technical standards, adhere to brand standards,
royalty guidelines, operating procedures, and have regular attendance at conventions and other workshops, etc.

Perform work in a variety of revenue streams (commercial, residential, national accounts, moving claims,
and DR). A franchisee does not have to work in all revenue streams, however, a healthy business mix of
three is required

Specify type of finishing process (water based, solvent or both)

Master Mentors will be compensated $500 for their role. To fulfill their role as a Master Mentor, they must:

Host the new franchise in their business for a period of 5 days (during normal business hours)

Cover the predetermined list of topics with the new owner, which will include but not limited to:
Precision Repair

Image Enhancement

Office set up

Shop or garage set up

Stripping and Refinishing

Vehicle set up

Color touch-up (Toning/Adjustment)

Daily business operation

Scheduling appointments

Finishing (Water base or Solvent)

Estimating (large and small jobs)

Shop repair work (shop time)

Billing

Onsite repair jobs (Residential and Commercial) Marketing

Staffing needs

Complete a short survey upon completion of the 5 day on-site visit

Make themselves available for 30 minute monthly follow-up calls for the next six months following
the on-site visit

Be available for ad-hoc questions and advice, specifically within the next 6 months

The new owner, i.e. the mentee, is responsible for all travel to and from the Master Mentors location, in addition
to lodging. The mentee is also responsible for any meals during his or her stay in the host city. If a mentee would
like to bring another business partner or employee to the host city during the on-site mentorship week, he or she
must get approval from the Home Office and the Master Mentor before making such arrangements.
Once a franchisee is approved as a Master Mentor, they will have the option to host up to two mentees over the
course of a 12-month period. Master Mentors will have the option to only host new owners that have a franchise
territory more than 90 minutes from their own territory. (i.e. We understand that some Master Mentors may not
be comfortable training someone that will end up living in the same market, so well provide an option to opt-out
of mentoring such new owners).
Participating in the New Owner Mentorship Program (as a Master Mentor) does not preclude you from participating
in the Standard Mentorship Program as either a standard mentor or a mentee.

To apply to be Master Mentor please contact Randy Trapanick at rtrapanick@furnituremedic.com.

12

To apply to be a standard mentor or mentee please click on the link below.

https://www.surveymonkey.com/r/DWM3RGC

Growth Track 2.0 Introduction

The Furniture Medic operations team has updated and simplified our approach to the Growth Track program, as a
result of your feedback. Our goal for Growth Track 2.0 is to help support your growth as a Furniture Medic business
owner. This year we want to help you take more money to the bank, make planning easier, and help you achieve
your goals quicker.
One of the major takeaways from the 2015 All Owner Survey is that growth is a top priority for many of you. In
2015, the Growth Track planning tool was several pages and somewhat complex. We have reduced it down to
a single page. In addition, we are limiting the number of franchisees in the program. This way, we can provide
focused service for those who really want to partner and grow their business. We have implemented a new system
that will keep both the Home Office and the participating franchisees more accountable.

Sign-me up for Growth Track 2.0! How will it work?

To participate in Growth Track, owners must make the commitment to themselves and to the Home Office. Time will
need to be allotted for the initial one hour call and all follow-up calls, which are used to check on progress, discuss
goals, and update the plan. Follow-up calls will take place every 6 weeks. Each BDM will have 10 franchisees in the
program. We believe that stepping back from the business for a total of at least 8 hours a year to review your plan
will ultimately help your growth. Both the franchisee and the BDM agree to the following guidelines:
Requirements:
Attend calls every 6 weeks (calls are 1 hour in length unless both parties agree that calls needs to be longer)

Must complete goal planning worksheet for each call

Have all information (completed goal sheet, and a copy of your YTD comparison report) sent to BDM 48 hours
before the call (should take about 15 minutes to update)

Must be in front of computer during the call, in order to view the goal the worksheet, and other information

BDM will send a calendar invitation which the Medic has to accept, it will have a built in reminder that the
call will occur 3 days prior

Next call time and date will be set up at end of every call; invite sent while franchisee is on the phone
with BDM

BDM will follow up by e-mail with the updated plan, within 48 hours after the call

Accountability
Franchisee agrees to attend all calls. In the case where something comes up, a franchisee can reschedule. If a
franchisee misses three calls, the franchisee may be removed from the Growth Track program to make room for
someone else.

13

Growth Track 2.0 Introduction

Cont.

Will I still receive support from the home office if I do not participate in the
Growth Track?
Yes, the BDMs will continue to pro-actively reach out to all non-participants. In addition, of course, all owners have
the ability to contact their BDM, or any member of the Home Office team, with any question or concern as needed.

How do I sign up to be a part of the Growth Track?

Enrollment is now open via a short online survey. Please click on the link below to take the survey. Once
each BDM has 10 franchisees in the program, the remaining applicants will be placed on the waiting list. It is
recommended that you start thinking about your growth goals for 2016. The final deadline to enroll in the Growth
Track is February 15th.
https://www.surveymonkey.com/r/PM9H7BN
We look forward to partnering with your business on GROWTH!
Randy Trapanick
Sr. Business Development Consultant
O: (901) 597-8035
C: (901) 530-4995
E: RTrapanick@furnituremedic.com

14

Home Office Communications

Our communication goal is to provide your business with all the tools, resources, and information to help
you grow. The following are communications that you can expect to receive from the Home Office this year:

Top 100 Report

We will continue to send out the Top 100 report each month. This report shows the Top 100 Furniture Medics
across North America. In addition to total revenue, this report breaks out the top producing franchisees for each
of our service lines. This report allow all Medics to benchmark their business, and tap into the Medics who are
experts in each service line. Along with this report, the criteria for our incentive trip will also be included.

Monthly Newsletter
The popular Medic Monthly newsletter will continue in 2016. In addition to mailing a physical copy, we post
each edition electronically onto MedicConnection. The monthly newsletter is a place where we inform you as
to what is going on within the brand, highlight key dates, spotlight successful franchisees, and include best
practices and tips.

3rd Annual All Owner Survey

With Furniture Medic Convention being in September this year, we will be conducting our third annual All Owner
Survey prior to convention. This will allow us to bring the results to convention. This important tool has helped
us to not only drive programs that support you but has also helped countless franchisees with their goals and
business plans.

All Owner Calls

We will be having three All Owner conference calls in 2016, to ensure franchisees are informed, updated, and
given an opportunity to provide feedback and ask questions to members of the Home Office. The 2016 calls
will be held on January 14, August 2, and December 8 at 3:00pm Central time. Each call will last 45 minutes.
A conference call number will be sent out with the invitation prior to each call.

BDM Patch Call

This year we will be rolling out a new communication tool called the BDM Patch Call. Patch calls are 30 minute,
optional, conference calls that your particular BDM will host each month. No webinar, no slides, just a chance to
hear from your BDM and to ask any questions. All of the franchisees that your BDM supports will be invited to the
call. Your BDM will send out an invite with the call-in number in advance. The goal of this call is to give monthly
updates, review any upcoming events, and host subject matter experts or other franchisees to talk about matters
that would benefit your business. This is a great opportunity to ask questions or share best practice with your
peers. After the call, the BDMs will send you out a one-page recap with any links or dates.

Marketing Consultation Calls

Every Tuesday and Thursday, time is set aside for franchisee marketing consultation calls. On Tuesdays, 8am
10am and Thursdays from 3pm 5pm CST, time is allotted for hourly consultation calls: Topics can cover local
website and social media sites set-up, in addition to Yext profile updates, collateral requests and local marketing
plan advice. Remember to book some time with our new Marketing Brand Manager, Kristen Alexander
at kalexander@furnituremedic.com to discuss your marketing needs and questions.

15

2017 Incentive

Trip Guidelines

Furniture Medic U.S. 6 spots awarded (3 Premier & 3 Partners)

Premier Trip
Accommodations and travel for two (1 franchisee, 1 guest) for each qualifying franchise for five days and four nights. Franchise owners may,
at their own expense, extend the length of the trip. Only franchise owners are eligible to attend.
Networks top two franchisees based on core CLR
Invited regardless of growth in the awarded year
Cannot show a loss of revenue two years in a row
If one or both of the invited franchisees cannot attend or is not compliant, then move down the list
Networks top franchise with the highest percentage growth (1 spot)
Must have ended the previous year with a minimum of $150,000 in core revenue
If this award recipient is one of the top two franchises, move down the Top 100 list

Partners Trip
Accommodations for two (1 franchisee, 1 guest) from each qualifying franchise for four days and three nights. Travel is at the franchise
owners expense. Franchise owners may, at their own expense, extend the length of the trip. Only franchise owners are eligible to attend.
National Franchise Council invitation (1 spot)
Automatic invite to NFC Chairperson when he/she is in last year of term
If NFC Chairperson is not in last year of term, conduct drawing of all nonchairperson members
If the NFC Chairperson is already invited conduct another drawing to fill the spot
Same NFC member cannot attend two years in a row
Rookie of the Year (1 spot)
Only franchisees in business 24 months or less qualify
Spot goes to the Medic with the highest CLR during the qualifying period
License acquired through a transfer cannot be considered
If this award recipient has received a spot via a different criteria, move down the Top 100 list
Master Owner (1 spot)
Winner of previous years Master Award at annual convention

A
 ward is a discretionary Home Office pick (owner must earn a minimum of $150K in revenue) that recognizes an owner who has gone
above and beyond a franchisee responsibility

If the award winner cannot attend, move down the list of top CLR owners

Notes:
The incentive trips are for franchise owners only and include a guest (spouse, family member, colleague, etc.)

I f a winning business has more than one owner, only one owner and a guest are eligible to attend
(others can be added at the owners expense)

The trip invitations are non-transferable

A conversion franchise is not eligible for the first three years of their franchise term

I f a franchise cannot attend, is not in good standing, or has won a different award, the spot will be used to select the next top
producing Medic

All CLR and revenue calculations are based on core revenue (i.e. exclude non-core)
1 spot = 1 franchisee and 1 guest

16

QFR and National Account Calls

2016 QFR Updates
Our goal in 2016 is to expand the lead generation of QFR, standardize the process and documents used, and
add new Medics to the program.
In 2016, the Home Office is working to increase the QFR lead generation significantly by doing the following:
- Adding new insurance carriers to the FM program
- Transition to Respond 365 for processing claims with multiple training webinars in 2016
A goal in 2016 is to standardize QFR forms including:
- Inspection report, invoice form, authorization & certificate of satisfaction (COS)

The Home Office will update the current Service Level Agreements (SLAs) to meet the insurance industry
growing needs.

In 2016, we have scheduled four QFR update webinars. All webinars will be held twice: one from 10:00 11:00
a.m. and another from 3:00 4:00 p.m. CST. They will be recorded and posted on MedicConnection.
The dates: February 3, May 5, August 8, November 10

Chris Camasta
Restoration Program Manager
O: (901) 597-8144
E: ccamasta@furnituremedic.com

2016 National Accounts update

Our 2016 goal is to our grow our national account portfolio to drive more business to the Medics. We have plans to
attend more tradeshows that will generate leads on a local and national account level. A few of the changes we are
making this year:

We are piloting a new relationship to build our refacing program

Providing training on webinars, at convention and at academy on bidding, estimating and finding
commercial work

Adding more national accounts that fit our profile and service skills, with higher hourly rates

We have four National Account webinars scheduled for 2016. All webinars will be at 3:00 - 4:00 p.m. CST.
They will be recorded and posted on MedicConnection.
The dates: March 4, June 1, August 31, November 23

Dan Neal
National Account Manger
O: 901-597-8534
C: (901) 606-2141
E: dneal@furnituremedic.com

17

2016 Furniture Medic Convention

September 15-17th | New Orleans, LA

This years convention will be held in one of the most famous cities in the South: New Orleans! A place known
for its jazz, fun filled nightlife and fine food. This year it will play host to some of the best owners in the county
(YOU). We are working hard to make sure this years convention is just as good, if not better, than the amazing
convention last year in San Antonio.
We will have presentations that will teach you new skills, enhance your revenue lines, and help your business
finish the year strong. This is the event you dont want to miss! Convention will include:

18

3 APS workshops (see page 5) the morning/afternoon prior to convention

Opportunity to network and hear from your peers

Meet our vendors face-to-face

Participate in round-tables with your fellow owners

Provide feedback on the programs and initiatives from the past year

National Franchise Council

Furniture Medics National Franchise Council (NFC) is franchisee elected and franchisee led. The NFC helps the
Home Office with key strategic initiatives, is a voice of the franchise network, and helps think through challenges
and opportunities for our brand.
The council meets in-person twice a year with the Home Office leadership and holds monthly NFC-only conference
calls. According to the 2015 All Owner survey, 30% of Medics wanted to know how they could serve on the
council. In 2016, three positions will be opening up so stay alert! If you have not yet introduced yourself to
your Region Representative, we suggest doing so (see roster on next page). Below are some important dates,
and a map of the NFC regions.

Important dates
NFC Face to Face meeting (Memphis)

April 4 - 5

Region 5 & 6 elections

April 10 - 30

At-large position appointment August 5

NFC Face to Face meeting (Memphis)

August 10 - 11

Council reps at convention (New Orleans)

September 15 - 17

New FM NFC Region Format

As of November 2015

19

National Franchise Council

Cont.

Furniture Medic National Franchise Council Roster

December 2015
Region

Regional
Representative

Region Area

Term

Rep City /
State

Rep Contact Phone &

E-mail

Chris Tantillo

ME, NY, VT,

NH, RI, CT, PA,
NJ, DE, MD,
MA

Fall 2014 through

the second
NFCF2F meeting
of 2017

Westbury,
NY

ctantillo@furnituremedicny.com

Jason Klassen

Fall 2014 through

the second
VA, WV, KY,
OH, TN, MI, IN NFCF2F meeting
of 2017

Wichita, KS

jklassen@furnituremedices.com

Clay Swenson

Spring 2016
through the first
NFCF2F meeting
in 2019

Calabash, NC

NC, SC, GA, FL,

AL, MS, AR, LA

MT, WY, UT,

CO, AZ, MN,
OK, TX

316.941.4766

(877) 835-3697

Fall 2014 through

the second
Memphis, TN
NFCF2F meeting
of 2017

furnituremedicbyswenson
@gmail.com

901.753.8211

Bill McCrary

Bob Johnson

ND, SC, NE, KS, Fall 2013 through

the first NFCF2F
MO , IA ,MN,
meeting of 2016
WI, IL

Harrison
Township,
MI

fmbybob@wowway.com

Sherri Fey
Vice Chair and
Incoming Chairperson

AK, HI, CA, NV,

ID, OR, WA

Fall 2013 through

the first NFCF2F
meeting of 2016

Denver, CO

FMbySherri@msn.com

Fall 20114
through the
second NFCF2F
meeting of 2016

Pearl River,
NY

robert@woodlordinc.com

Fall 2013 through

San Leandro,
the first NFCF2F
CA
meeting of 2016

Home
Office
Bob Lord
Appointed
Rep

NFC Chair

Chris Gilbert
Outgoing Chair

*NFCF2F = National Franchise Council Face To Face

20

516.333.9090

wmccrar2@bellsouth.net

586.292.4032

303.777.8030

845.368.0046

510.352.5055

chris@woodmedics.com

Other Training

Opportunities

Medics,

Here are a some other training opportunities that you may want to take advantage of:

Woodcraft offers a variety of classes by zip code. Go to their website, look under the training tab, put in your
zip, and choose from the class list. Below are some of the classes that may want to attend.

Airbrush techniques, cabinetmaking, finishing/refinishing, gluing

Joinery, picture framing, power carving, power tool use and maintenance

Small projects, wood and lumber, would boring, wood burning, woodworking fundamentals

Lee jig use, instrument making, dust collection, carving, sharpening

Allied Piano and Mohawk also offer classes that you may find of interest.

Date

Classes

Location

February 26

Polyester finish repair - All day seminar

Ontario, Canada

February 27-March 1

Exhibiting and presenting finish repair institution classes - Two day seminar

Ontario, Canada

April 23

Polyester finish repair - All day seminar

Philadelphia, PA

April 24-26

Exhibiting and presenting finish repair institution classes - Two day seminar

Philadelphia, PA

July 15-19

Exhibiting and presenting finish repair institution classes - Two day seminar

Denver, C0

Dates

Region Class

Location

City/State

January 12-13

SE

Leather touch-up and repair Holiday Inn Nashville airport

Nashville, TN

November 22-23

SW

Leather touch-up and repair Ramada Dallas love Field Airport

Dallas, TX

February 16-17

MW

Would touch-up and repair

Holiday Inn Itasca, IL

Holiday Inn Itasca, IL

February 23-24

SW

Would touch-up and repair

Ramada Dallas love Field Airport

Dallas, TX

April 4-6

Would touch-up and repair

Ramada Salt Lake City, North Temple

Salt Lake City, UT

April 4-6

Would touch-up and repair

Comfort suites Seattle Southside

Tukwila, WA

April 12-13

MW

Would touch-up and repair

Holiday Inn Grand Rapids downtown

Grand Rapids, MI

April 12-13

NE

Would touch-up and repair

Hampton Inn New York LaGuardia Airport

East Elmhurst, NY

21

2016

Tradeshow Plan

This year, the team is approaching tradeshows differently: Instead of spending a lot of money to have a physical
booth at the same few shows, we are broadening our horizons and will be attending the shows that we need
presence at. To do this, we will be walking some shows that Furniture Medic has never been to in the past.
This year well have a (much needed) presence at 12 different shows!
ProSource Winter Convention
January 6th-8th | Orlando, FL

National Restaurant Association (NRA Show)

May 21st-24th | Chicago, IL

Kitchen Bath & Industry Show (KBIS)

January 19th-21st | Las Vegas, NV

Las Vegas Market

July 31st-August 4th | Las Vegas, NV

Tupelo Furniture Market

February 25th-28th | Tupelo, MS

CPPC Convention
September 19th-20th | Las Vegas, NV

Asia American Hotel Owners Association (AAHOA)

March 30th-31st | San Antonio, TX

International Facility Management Association (IFMA)

October 5th-7th | San Diego, CA

Property & Liability Resource Bureau (PLRB)

April 17th-20th | San Antonio, TX

Remodeling Show
October 6th-7th | Baltimore, MD

Hospitality Industry Products & Designs (HD Expo)

May 4th-6th | Las Vegas, NV

High Point Market

October 22nd-26th | High Point, NC

Let us know if youre in the neigborhood for any of these! Wed love for you to stop by and join us!

22

Common Issue

Contact Infomation
QFR
Contact

Contact Info

Common Issue

Chris Camasta

P: 901-597-8144
Ccamasta@furnituremedic.com

QFR Manager All issues not listed below

RESPOND/Claims
Capture Unit

P: 1-800-737-7663
claimscapture@smclean.com

Unable to see claim assignment;

Reporting a new claim

Fast Team

fast@smclean.com

Resetting passwords for MedicConnection, Royalties

Accounts Receivable

P: 800-756-5656

QFR Lead Fees

Rebecca Cook

rcook@smclean.com

QFR Missing Payments; Contact after filling out and emailing

Payment Inquiry Form

https://goformz.zendesk.com/home
GoFormz

https://support@goformz.com
MedicConnection Library
Business Operations GoFormz

Troubleshooting and Tutorials GoFormz guide found in the

MedicConnection

Insurance Carrier
Contact Info

MedicConnection Library Segment Specifics

DR/QFR
QFR Resources

Locating adjusters/claims rep contact information

Lori Hart

P: 901-597-7508
ce@smclean.com

Continuing Education Training Certification

Marketing
Contact

Contact Info

Common Issue

Home Office
Marketing Support

Kristen Alexander
P: 901-597-7488
C: 901-607-7494
kalexander@furnituremedic.com

Furniture Medic Marketing

BFC

Kisha Shered
P: 800-774-6840
kshered@bfcprint.com

Ordering Marketing Materials

Unifirst

Jeffrey Lloy
P: 800-347-7888 Ext.4283
C: 617-966-1194
Jeffrey_Lloy@unifirst.com

Ordering Uniforms

Yext

Lexi Bohonnon
P: 212-651-8971
C: 203-641-2431
lexi@yext.com

Updating Profile

Signet

Amy Rouss
P: 901-387-5578
arouss@gosignet.com

Ordering Promotional Items

FranConnect

Amber Hawkes
P: 703-30-9300 Ext.158
Amber.Hawkes@franconnect.com

Updating Local Websites

Listen 360

Fast Team
fast@furnituremedic.com

Set-up, linking testimonials to social media sites

and local websites

23

Common Issue

Contact Infomation
Contact

24

Cont.

Other Home Office Support

Contact Info

Common Issue

Richard Lewis

P: 901-597-8413
Rlewis@furnituremedic.com

Sr. Director & Brand Leader

Randy Trapanick

P: 901 597-8035
Rtrapanick@furnituremedic.com

Mentorship program, Home Office initiatives,

business planning

Anjanette Brown

P: 901 597-8604
ANBrown@furnituremedic.com

Business coaching, Home Office initiative questions, etc.

Brad Brower

P: 901 597-7968
BBrower@furnituremedic.com

Business coaching, Home Office initiative questions, etc.

Katina Holland

P: 901-597-7519
Kholland@furntiuremedic.com

Travel arrangements, training academies, reimbursements

Gina Moss

P: 901-597-8063
Gmoss@furnituremedic.com

Technical questions or issues; New tech Training Program;

Academics; Products

Dan Neal

P: 901-597-8534
Dneal@furnituremedic.com

National account level 2 issues; Sales help or questions

Rhonda Murphy

P: 800-756-5656 Ext.4398
RMurphy@smclean.com

Royalties

Raven Cansler

P: 800-756-5656 Ext.8139
RCansler@smclean.com

Insurance

Linda Smallie

P: 800-756-5656 Ext.4383
lismalli@smclean.com

Collections

Denise Brownlee

P: 800-756-5656 Ext.4399
DBrownlee@smclean.com

Contracts

Velda Allen

P: 800-756-5656 Ext.4397
Vallen@smclean.com

Director Contract Compliance

Ashley Ellis

P: 800-756-5656 Ext.4375
Aellis@smclean.com

Royalty Supervisor

Jan Abbey

P: 877-316-3711
nationalaccountss@furnituremedic.com

National account work orders; Corrigo

2016 Master

Calendar - Q1

Furniture Medic - 2016 Master Calendar (Q1)

Sun

Mon

January
Wed

Tue

Thur

Fri
1

Sat
2

New Year's Day

HO closed
3

10

11

12

13

14

15

16

All-Owner Call
Mentor sign up
opens
17

18

RT Patch Call
20
21
Kitchen and Bath Industry Show (KBIS) Tradeshow

22

23

26

27
Training Academy

29

30

MLK Day
HO closed
24

25

BDM Patch Call

19

28

Webinar:Business
31

Sun

Mon
1

February
Wed

Tue
2

Thur

Fri

Sat

10

11

12

13

17

18

19

20

25

26

27

Training Academy
QFR Call
7

14

15

16

RT Patch Call

BDM Patch Call

Post Academy

Valentine's Day
21

President's Day
22

23

24

Tupelo Market Tradeshow

Webinar:Tech
28

29
Tupelo Market
Tradeshow

Sun

Mon

March
Wed

Tue

Thur

Fri

National Acct Call

10

11

Sat
5

APS#1-Commercial,
APS#1
- Commercial,Michigan
Michigan
12

Training Academy
BDM Patch Call
13

14

15

16
Training Academy

17

18

19

20

21

22

23

24

25

26

27

28

29

RT Patch Call

Webinar:Marketing
30
31

Good Friday

Asian American Hotel Owners

Easter

Association
(AAHOA)(AAHOA)
Tradeshow
Association

25

2016 Master

Calendar - Q2

Furniture Medic - 2016 Master Calendar (Q2)

Sun

Mon

April
Wed

Tue

Thur

Fri

Sat

NFC Face-to-Face Meeting, Memphis

APS#2-EPO,
APS#2
- EPO,Memphis
Memphis
10

11

12

13

14

15

16

Post Academy
Webinar: Business
18
19
20
21
(PLRB) Property Loss Research Bureau Tradeshow
FM-Incentive
FM
- IncentiveTrip,
Trip,Jamaica
Jamaica
RT Patch Call
25
26
27
28

17

24

Sun

Mon

BDM Patch Call

22

23

29

30

May
Wed

Tue

Thur
Fri
5
6
(HD Expo) Hospitality Design Tradeshow

10

QFR Call
11
Training Academy

16

17

12

13

18
Training Academy

19

20

21

25

26

27

(NRA Show)
National
Restaurant Assoc.
28

Mother's Day
15

22

Sat
7

14

BDM Patch Call

23

24

(NRA Show)
National
Restaurant
Association
Tradeshow
(NRA Show)
National
Restaurant
Association

Webinar:Marketing
All-Owner Call
29

30

31
Memorial Day
HO closed
RT Patch Call

Sun

Mon

June
Wed

Tue

Thur

Fri
3

10

12

13

14

15

11

16

17

18

23

24

APS#3-DR,
APS#3
- DR,Memphis
Memphis

National Acct Call

5

Sat

Post Academy
BDM Patch Call
19

20

21

22
RT Patch Call

Father's Day
26

27

28

29
Webinar: Tech

26

30

25

2016 Master

Calendar - Q3

Furniture Medic - 2016 Master Calendar (Q3)

Sun

Mon

July
Wed

Tue

Thur

Fri

Sat

16

Independence Day
HO closed
10

11

12

13

14

15

17

18

19

Webinar: Business
20
21
Training Academy

22

23

24

25

26

29

30

27
Training Academy

BDM Patch Call

28

31
Las Vegas Furniture
Market Tradeshow

Sun

Mon

August
Wed

Tue

Las Vegas Furniture Market Tradeshow

QFR Call
9
10

14

15

16

17

Thur

22

23

11

12

13

19

20

NFC Face-to-Face Meeting, Memphis

18

All-Owner Call
24

Sat

BDM Patch Call

21

Fri

25

26

(CPPC) Claims Prevention and

Procedure Council Convention
27

Post Academy
28

29

30

31
National Acct Call
Webinar: Tech
RT Patch Call

Sun

Mon

September
Wed

Tue

Thur

Fri

Sat

10

13

14

15

16

17

Labor Day
HO closed
11

12

APS#4 - Convention

FM Convention, New Orleans

18

19

20

21

25

26

27

28

22

23

29

30

24

Post Academy

27

2016 Master

Calendar - Q4

Furniture Medic - 2016 Master Calendar (Q4)

Sun

Mon

October
Wed

Tue

Thur

Fri

Sat
1

(IFMA) International Facility Management Association Tradeshow

Remodeling Magazine Tradeshow

10

16

17

11

12

13

14

15

18

19

20

21

22

Columbus Day

BDM Patch Call

23

24

High Point
Tradeshow

Webinar:Marketing
26
27
Training Academy

25

28

29

RT Patch Call
High Point Tradeshow
31
Training Academy

30

Sun

Mon

November
Wed

Tue
1

Thur
3
Training Academy

Fri

Sat

QFR Call
6

10

11

12

13

14

15

16

17

18

19

20

21

Webinar: Business
23

22

BDM Patch Call

24

25

Thanksgiving
HO closed
RT Patch Call
27

28

Sun

National Acct Call

30

29

Mon

26

Holiday
HO closed

December
Wed

Tue

Thur

Fri

Sat

APS#5-Tech
Refresh, Refresher,
Memphis Memphis
APS#5 - Technical
and Business
4

10

16

17

All-Owner Call

11

12

13

18

19

20

14

15

21

22

BDM Patch Call

RT Patch Call
25

Christmas

28

Holiday
HO closed

23

Christmas Eve

Webinar: Tech
27

24

28

29

30

31