newsletter - Claims Prevention and Procedure Council

Claims Prevention
& Procedure Council
…helping to reduce claims costs in the moving and storage industry by
providing professional education and networking opportunities!
Inside:
Anti - Trust Immunity Update
New Orleans Convention Information
...and more!
August, 2007
N EWSLETTER
P.O. Box 1117, Newburgh, Indiana 47629 • Toll Free Phone: (866) 276-5656 Fax: (812) 858-0599
www.claimsnet.org • e-mail: cppc@claimsnet.org
BOARD OF DIRECTORS
President’s Message
PRESIDENT
Gene Shontere (Rep.)
Shontere Restoration
(301) 753-6051
Shontere@Erols.com
CPPC
VICE-PRESIDENT
Deborah Williams (Insurance)
Unirisc
(407) 228-2026
dwilliams@unirisc.com
Claims Prevention and Procedure Council is the name of our
organization. It was recently pointed out to me that we sometimes
overlook “Prevention”, which is part of the name.
SECRETARY
Guy Endsley (Rep.)
Lone Star Restorations
(512) 515-6900
Claims@lonestarrestorations.com
My first argument about the lack of concentration of this side is that,
if successful, the CPPC would not exist. Preventing, if successful,
would eliminate the need for Handling Procedure. Of course there
would be Prevention Procedure, but as a repair company looking for
profit, I would be reluctant to pay my dues.
TREASURER
Alan R. Jobe (V.L.)
Atlas Van Lines, Inc.
(812) 424-4326 ext. 2247
alajobe@atlasworldgroup.com
DIRECTORS
Dori Bledsoe (Mvg/Stg Agent)
Covan World-Wide Moving
(800) 239-1116
dori.bledsoe@covan.com
Mark Caldwell (V.L.)
8QLWHG9/0D\ÀRZHU7UDQVLW
(636) 349-3889
mark_caldwell@unigroupinc.com
Don Fuess (V.L.)
northAmerican Van Lines
(260) 429-2702
don.fuess@SIRVA.com
Linda Hamilton (V.L.)
Allied Van Lines
(630) 570-3267
Linda.Hamilton@Sirva.com
Don Kistner (Rep.)
Kistner’s Full Claims Service, Inc.
(309) 786-5868
donkistner@gmail.com
Dan Manning (Rep.)
Manning Claim Services
(201) 612-8670
Dan.Manning@ManningClaimServices.com
Mitch Treider (Rep.)
Complete Furniture & Interiors
(321) 269-1141
F¿ÀRULGD#FÀUUFRP
Mark Weathersby
Craftsmanship by Weathersby
(757) 464-9150
markweathersby@msn.com
STAFF
Executive Director, Dave Daniels
(866) 276-5656
cppc@claimsnet.org
The transit industry, as a whole, has spent millions of dollars and
man hours trying to prevent claims. Energies are spent in training
of prevention with an excitement and drive of those in charge.
Handling of claims is not viewed with the same vigor, but as usually
an afterthought.
The prevention processes and methods that have been set in place
do reduce claims and damages. There are incentives in place to keep
these followed and adhered to. Even with all these energies being
applied, we still have claims. As a repair person, I am very willing
to help with my opinion in any way I can. I do not see the numbers
of where claims money is spent, but have an idea because of my
involvement during the year.
Several reasons for these, besides not adhering to policy, would
include:
1) Long days of hard work will wear efficiency away.
2) Accidents happen.
3) With any seasonal business, delays happen.
As a repair firm, I have been part of consulting with prevention
methods. Generally, these issues have been the same for a long
time. Stairways are too narrow with too many turns. Parts still get
lost, and when they do, they are the custom parts that are not easily
located. Weather, vehicle problems and lack of manpower still cause
delays and delay claims.
The processes to prevent claims are in place, but have to be adhered
to and followed. I believe you will never prevent claims completely.
However, I do encourage those who have methods that help prevent
claims to share them with the CPPC. This can be done as a article
in the pages of this newsletter or participating in our convention.
Those that tell me we don’t concentrate on prevention, ask your
questions to your Board. We are very willing to do our best to answer
all questions, and with these questions, we can start to prevent by
sharing.
Don’t forget that the 2007 CPPC New Orleans Convention (Sep 30
– Oct 2) is quickly approaching. Please see the info on pages 39-41,
and we hope to see you there.
Gene
CPPC - 3
Welcome to the
Claims Prevention &
Procedure Council’s
August, 2007 Newsletter
This month:
President’s Message ..................... Page 3
Moving Industry Wins Delay of
STB Antitrust Decision................. Page 6
CPPC Executive Director .........Page 8-9
Benefits of Membership
in the CPPC .................................. Page 34
2007 New Orleans
Convention Schedule............Page 36-38
Convention Registration ........... Page 42
“Broaden Your Network” ......... Page 12
August New Members ............. Page 20
Editor’s Emails ............................ Page 32
Plus our usual features...
Ask the Computer Guy
by Guy Endsley........................... Page 14
From the Other Side of the Desk
by Dan Manning ......................... Page 30
Classic Dilbert.............................. Page 30
Letters to the editor are
encouraged. Please send
your thoughts to the CPPC
office at cppc@claimsnet.org
CPPC office hours are
from 9-4 CST
The CPPC Newsletter is published monthly by the Claims Prevention
and Procedure Council, Inc., P.O. Box 1117, Newburgh, IN 47629,
USA. All rights reserved. Subscription rate $20.00 per year included
in annual membership dues. Advertising rates upon request. The
opinions expressed in this publication do not necessarily reflect the
views of the membership, staff and/or Board of Directors of the
CPPC. All material published herein are the sole opinion of the
writer and should not be construed as the opinion or policy of the
CPPC or the company which employs the writer.
DEADLINES for submitting articles and advertisements is the first
day of the month before the issue month (Jan. 1st for February issue,
February 1st for March issue, etc.)
CPPC - 4
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CPPC - 5
However, HGCBC members who are interstate movers
still must maintain tariffs under U.S. Department of Transportation rules. This means that each interstate moving
company licensed by DOT will have to publish its own
individual tariff when the decision goes into effect.
MOVING INDUSTRY
WINS DELAY OF
STB ANTITRUST
DECISION
“We are working with federal regulators to implement
these significant regulatory changes, but requested muchneeded, additional time for moving professionals to meet
these new requirements,” Darr noted.
From the AMSA
ALEXANDRIA, VA – The Surface Transportation Board
granted a request from the Household Goods Carriers’
Bureau Committee to delay the effective date for the ending of antitrust immunity for collective ratemaking in the
interstate moving industry.
Originally scheduled to go into effect on September 4,
2007, the board has agreed to postpone the effective date
of its decision to January 1, 2008.
“The STB deadline extension recognizes that our message was heard,” declared HGCBC Secretary Linda Bauer
Darr, who also is President and Chief Executive Officer of
the American Moving and Storage Association.
“The Board took into consideration two key points that
were made in our petition. One was that movers are in the
peak of the moving season and would have great difficulty complying with the 9/4 deadline. The second was our
need to seek clarification from the Department of Justice
on what the industry needed to do to comply.”
With summer months being the busiest period for movers, HGCBC told the STB that a September 2007 deadline
would place a tremendous burden on companies to analyze effects on costs and pricing, and change marketing
and contract materials, all while ensuring that millions of
customers continue to receive essential services at a fair
price.
Tariffs currently in use by movers were developed, modified and updated based on instructions from Household
Goods Carriers’ Bureau members, using AMSA staff expertise and resources. AMSA tariffs are used by most
household goods carriers, and are accepted by consumers,
corporate customers, the General Services Administration
and the military, although sometimes with modifications.
The STB’s June 28 decision delaying the effective date for
ending antitrust immunity also applies to the activities of
the regional freight rate bureaus and the National Classification Committee, which publishes the National Motor
Freight Classification, a listing of different categories of
freight based on handling and other cost characteristics. •
Darr added, “When we heard about STB decision, we
took a very proactive approach and quickly organized the
bureau and AMSA members and sought support from
key decision makers in Washington, D.C., to try to give
the industry a reasonable amount of time to comply with
this mandate.”
AMSA submitted a petition to the board to postpone effective date of the decision, which ends a practice that had
been legal since the 1930s.
The original STB decision, handed down on May 7, held
that members of the HGCBC and several other motor carrier rate bureaus would no longer be able to legally meet
and discuss pricing or other collective rules or practices
after Sept. 4.
B OBCAT WOOD R EFINISHING
F U R N I T U R E R E PA I R & T O U C H - U P
ROBERT SHANNON
P 773.238.2054 F 773.238.9208
7745 S. Halsted Chicago, IL 60620
• 37 years Serving Chicago area Including Zip Codes 600, 601, 604, 606, 463
• Furniture Refinishing, Repair & Upholstery • Marble Repair/Artwork
Framing • Extensive Claims adjustment experience
• All work Guaranteed
CPPC - 6
Shad Weathersby
2nd Generation
Impossible Repairs Done Everyday!
Full Service Restoration for all
types of Transit Damage
N\Xk_\ijYp=lie`kli\I\gX`i#@eZ%
Our second generation
business has been providing
outstanding service to the
Dayton, Ohio area
Since 1956
J\im`e^E\nFic\XejJliifle[`e^8i\Xj
REFINISHING
RESTORATION
TOUCH-UP
CLAIMS SPECIALISTS
P.O. Box 1407
Mandeville, LA 70470
Phone: (985) 727-0831
Fax: (985) 727-0898
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
CPPC - 7
Tel: (937) 222-8737
Fax: (937) 222-8738
email: Petesrep@aol.com
and reach persons in the transit industry to apply
for and retain membership.
AN ANNOUNCEMENT
FROM THE CPPC
BOARD OF
DIRECTORS
The Board of Directors announced last month
that they would be accepting applications for the
position of the CPPC Executive Director. Since that
announcement Dave Daniels, the current Executive
Director has advised of his resignation from this
position effective July 31, 2007. The Board wishes
Dave the very best in his new endeavors.
The Board wishes to take this time to assure the
membership that the duties of the Executive
Director will be covered in all capacities and we
do not anticipate any loss of service in any of our
venues. Please continue to send your questions
or comments to the CPPC email address cppc@
claimsnet.org and they will be addressed in a timely
fashion. If you have any concerns in this matter,
please do not hesitate to contact any member of the
Board of Directors. Most importantly we want to
assure you that the Board of Directors is committed
to the continued advancement of this organization.
CPPC EXECUTIVE DIRECTOR
The Claims Prevention and Procedure Council
(CPPC) is seeking an executive director to assist
the association and advance its commitment to its
members. The CPPC is an organization committed
to claims service through education in the household
goods industry. The executive director will report to
the Board of Directors. Some travel is required.
The CPPC provides a monthly newsletter
publication. The association currently has over
1100 members. Current member publications
circulate about 1500 copies each month and reach
a significant percentage of the transit industry. The
executive director will develop programs to attract
The CPPC seeks a mature leader with superb
interpersonal skills, experience in highly visible
roles, strong PR presence and, above all else, a
strong goal-oriented business acumen. The ideal
candidate will have at least 5 years of experience
and demonstrated expertise management in the for
profit or not for profit environments. He or she will
have demonstrated annual increases or will have
held successful leadership roles in a business. The
ideal candidate will combine all these qualities with
a passion for the mission and goals of the CPPC.
RESPONSIBILITIES
The Executive Director will advance the mission of
the organization and meet the goals and policies
set by the Board of Directors.
The Executive Director will work with the
publishers to design and distribute the
monthly newletter.
The position requires a seasoned leader who
can guide and serve multiple constituencies.
Building, cultivating and maintaining consensus
among the association members is the
position’s most central, ongoing responsibility.
• Work individually and collectively with the
directors.
• Organize and staff meetings, working closely
with the Chair and Executive Committee of the
board directives.
• Maintain and build membership ranks
• Encourage participation and attendance at
association events
• Coordinate member publications, marketing
and advertising sales campaigns
• Edit monthly magazine articles including
writing those to keep members informed of
industry news trends.
• Advance the CPPC’s mission and goals in
activities and interactions with member
publications
• Maintain and build advertising client ranks
• Establish communications and maintain
relations with industry publications.
• Manage planning for CPPC conventions and
meetings
CPPC - 8
REQUIREMENTS
Strong experience in print media advertising and
sales management is preferred. Bachelor’s Degree
(Major in Marketing, Business Management
or Publishing preferred.) 5+ years experience
in leadership roles in a professional or trade
association.
Experience in the financial management including
the maintenance of balance sheets and financial
reporting.
AND/OR
Demonstrated expertise in two or more of the
following areas:
• Strategic planning
• Leadership and management
• Communications & marketing, preferably in
print medium
• Advertising sales management
• Board member experience, in corporate or
non-profit communities
• Knowledge in software programs used to manage
and maintain web sites, organization accounting,
and newsletter publication.
You are invited to submit your resume along
with your desired compensation to us at Board@
claimsnet.org by August 24, 2007. Please be
assured, all submittals will remain confidential
and will be perused by the Board of Directors only.
If you have any questions or if we may provide
any additional information, please do not hesitate
to contact the committee using the above email
address or visit the web at http://www.claimsnet.
org/exec.html. On behalf of the Board of Directors
and the membership we thank you in advance for
your time and efforts. •
CPPC - 9
TRILCO C
LAIMS
& ANTIQUES INC.
Serving Southern California
over 50 years
20 years of claims experience.
Full Service Claims
Wood Refinishing,
Reupholstery, Leather
Repair & Art Restorations
Property Damage Claims
Repairs of Floors, Walls, Ceilings &
24 hour emergency response
Including all of
• Los Angeles County • Orange County
• San Bernardino County • Riverside County • Ventura Country
• Parts of Santa Barbara county and Northern Parts of San Diego County
Ph. (626) 359-1010 Fax (626) 357-4313 trilcoclaims@hotmail.com
617 South Myrtle Avenue, Monrovia, CA 91016
We pick up
& deliver on
all in-shop
services
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
Expert Assistance is only a phone call away!
CPPC - 10
www.ManningClaimServices.com
CPPC - 11
show with more work. If your local area has this type of
show and you are looking for more exposure to the public,
it’s worth the time and expense.
“BROADEN YOUR
NETWORK”
by R.L. Wills
R.L. Wills Furniture Service
I constantly hear repair firms saying how the volume of
claims has decreased and they are not getting as much
work as before. Years ago, when I started doing claim
work in 1983, it was new to me and I didn’t know what
was good or slow. Once I started growing, I was doing
nothing but moving claims, and was turning down local
repair work. I soon realized that moving claims were only
a part of what I wanted to do. I soon started advertising,
and was picking up more and more work. This made
me decide not to put all my eggs in one basket. I started
doing more local repair work, and now I currently have a
six month backlog of local restoration work on the books.
This backlog didn’t come overnight; it took many long
hours and a commitment to a doing a good job. In the
Spring Conference meeting with the repair firms, I made
a point of discussing how to expand your network.
Another way I have broadened my network is by doing
work for the McLean County Historical Society Museum.
I have had the pleasure to work on many historical pieces,
such as Lincoln’s Rope Bed and numerous civil war pieces.
Recently, I have completed work on a one of a kind desk
built by a famous local architect, Paul Moratz. The reason
I bring this up is that I do this work at no cost! I donate my
time and expense. By doing this, my name and reputation
for fine craftsmanship get passed along throughout the
network of historians. The desk project I just completed
is being displayed in the museum, with my business
being credited for the restoration work. That’s what I call
advertising! It may have taken over 100 hours of my time,
plus a little expense, but my business will be on display
long after I am gone!
So, in short, I’m always looking for more ways to make
money, but I also enjoy giving back to my community,
which in turn expands my network. •
Ten years ago, I joined my local Homebuilders Association
in Bloomington, Illinois. We have a local “Home Show”
every March. The show brings in 300+ exhibitors of a
variety of businesses—builders, contractors, furniture,
decorators, etc. The two day show also brings in 10,000+
local attendees! I have participated each year by having a
booth and was show chairman for three years. Every year
we go into the show with a backlog of work and leave the
CPPC - 12
CPPC - 13
and should be eaten immediately. With a computer,
however, occasionally web site advertisers will issue
their own cookies. The advertiser will use this to track
your particular computer at any site associated with its
advertising. Although it will help the advertiser with
target marketing, they can be an invasion of privacy.
Ask the
Computer
Guy
The real vulnerability of your computer would start with
weak security or software bugs. There is no way a web
server can access any private information about a user or
their computer through a cookie. The exception would be
if the user provides the information.
by Guy Endsley
Lone Star Restorations
What should we do? Keep your operating system up to
date as well as your anti-virus and security programs and
you’ll be fine.
Thank each of you once again for your feedback and
support. Please contact me with any questions or
suggestions at Guy@lonestarrestorations.com. •
Yummy Cookies
Received a question from a member about cookies.
Unfortunately, the member was not referring to those
needing milk, eggs, sugar, flour, and a craving. They were
asking about those found on the internet. What are they,
for what are they used, and can they be used to ‘hack’ my
computer?
First, what is a cookie? A cookie is a harmless text file,
much like a regular word document. Although they can
be used by advertisers to collect data on you, they are
generally considered to be helpful.
When you surf the web, web sites will drop information
with cookies so that information you may have selected
will be passed from one viewed page to another. Most
commonly, these will be used on web sites with shopping.
A cookie will ‘carry’ the items you selected to the check
out page. Other web sites might use cookies to store
information on selections you may have made on
how to view that particular site. Cookies can also help
websites remember you if you frequent any which require
passwords. This will keep you from having to frequently
“log in.”
Not just anyone or web site can use the data within a
cookie. Most web browsing programs allow only cookies
to be read by the websites to which they belong. Because
of this, it is difficult for web sites to track your browsing
history.
When a good cookie goes bad…
Primarily, any cookie gone uneaten is considered bad
CPPC - 14
CPPC - 15
CPPC - 16
CPPC - 17
FURNITURE BY
Lowell
CENTRAL NORTH CAROLINA
“FOURTH GENERATION”
Guaranteed
~ All Work
d
re
su
In
~
rmed
10 ~ Unifo
x (888) 359.85
Fa
~
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07
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Toll Free (888
An Authorized
Restoration
Center
America’s Furniture
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Proudly Using
EStatus
CPPC - 18
Detailed Reports & Digital Photographs
Furniture Refinishing & Woodworking
Upholstering ~ Furniture Repair
Antique & Period Restoration
Extensive In-home Repairs
Cane & Rush Work
Pianos
*'10g5+6'(740+674'4'2#+4':2'465X
2417&.;5'48'6*'176*'#56T
Alabama
Serving Madison County
Steve & Corinne Healy
p 256/882-9298
f 256/882-9298
www.4furnituremedic.com/AL/21169
Serving Jefferson & Shelby Counties
Butch Rowell
p 205/982-0029
f 205/982-0043
woodrepairguy@aol.com
Arkansas
Serving Northeast Arkansas & the
Bootheel of Missiouri
Furniture Medic of NEA
p 870/215-0312
f 870/239-6951
redgie@wooddoc.net
Georgia
Serving Cobb County
Tom Sukalac
p 770/819-6881
f 678/669-1645
chairdoctor@bellsouth.net
6HUYLQJ6W6LPRQV%UXQVZLFN6W0DU\·V
& Amelia Island
Wayne & Ginny Caldwell
p 912/729-6061
f 912/673-6235
fmcald@tds.net
Florida
Serving the Miami metro area
Jerry & Helen Doyle
p 305/666-2125
f 305/234-6565
miafurnmed@aol.com
Louisiana
Serving the New Orleans metro area
Bob Satterlee
p 985/845-7949
c 985/237-3266
admin@fmbysatterlee.com
North Carolina
Serving Polk County
Serving Winter Park
Robert Brewer
p 864/574-2030
f 864/574-1966
furnituremedic.sc@charter.net
Andy Geraci
p 407/382-3470
f 407/695-3114
geraciandy@yahoo.com
Serving Greensboro, High Point &
the surrounding area
Serving Manatee, Sarasota, Charlotte,
Lee & Northern Collier Counties
Tom DelVecchio
p 336/454-5529
f 336/454-0317
delveccs@northstate.net
Robert T. DeMay
p 703/339-9736
f 703/339-9738
dr.bob@demayrestorations.vacoxmail.com
www.furnituremedic-nova.com
South Carolina
Serving Greenville
Serving Central Virginia
Parker/Haywood
p 941/473-4180
f 941/475-5308
dreampolishers@comcast.net
Serving the Tampa metro area
Kim & Lisa Logan
p 813/503-4772
f 727/863-7133
lisa24k3@msn.com
Serving Panama City and
surrounding areas
Janet & Charles Reed
p 850/770-9928
f 850/770-9927
c 850/819-4034
furnituremedic@knology.net
Serving Niceville & surrounding areas
David & Pauline Richard
p 850/897-3335
f 850/897-6607
daplarfm@earthlink.net
Serving Tallahassee
Dell Moore
p 850/893-5500
f 850/877-8800
fmbb@nettally.com
Serving Broward & Palm Beach Counties
Tom Fleckenstein
p 954/750-2468
f 954/972-5970
p 954/340-3278
t.fleck@mindspring.com
Jeff McCall
p 864/235-6812
f 864/235-6813
jeffmccall@charter.net
Serving Spartanburg
Robert Brewer
p 864/574-2030
f 864/574-1966
furnituremedic.sc@charter.net
Tennessee
Serving Franklin, Brentwood &
Murfreesboro
Virginia
Serving Fairfax & Prince William
Counties
Bob Borkovec
p 540/586-8998
f 309/402-2617
furniturerepair@verizon.net
Serving Fairfax County
Thomas Holmes
p 703/451-8035
f 703/913-3225
Serving Stafford & Spotsylvania
Counties
Thomas Holmes
p 540/288-2255
tasdp@msn.com
f 703/913-3225
Jerry Uhrine
p 615/368-3159
f 615/368-3169
furnituremed@aol.com
Corporate Headquarters
Serving the US, Canada & the UK
Serving the greater Memphis metro area
Memphis, TN
p 800/877-9933
www.furnituremedic.com
Bill & Carl McCrary
p 901/753-8211
f 901/755-9874
wmccrar2@bellsouth.net
Serving the Memphis metro area
Rick Bach
p 901/405-9464
rbach@midsouth.rr.com
CPPC - 19
N\cZfd\E\nD\dY\ij
Claims Unlimited
John Harris
4240 Old Seward Highway (#7)
Anchorage, AK 99503
907-562-0309 (P)
907-562-0308 (F)
c.u@acsalaska.net
AAA Leather Doctor
Sharon Brown
10311 Riverside Drive, #202
Toluca Lake, CA 91602
818-669-0799 (P)
sharon@aaaleatherdoctor.com
www.aaaleatherdoctor.com
Accent Antiques & Refinishing
Vincent Bowman, Sr.
424 East Main Street, STE 105
Lewisville, TX 75057
972-221-1908 (P)
972-221-1908 (F)
accentrefinish@aol.com
Brian Palazzolo
4314 Birchlake Court
Alexandria, VA 22309
703-780-4883 (P)
703-780-6686 (F)
bpalazzolo@cox.net
D&D Restorations
Amanda Hamilton, David Rackley
412 Elwood Road, #101-A
Irving, TX 75061
877-640-0049 (P)
972-579-8084 (F)
dndrestorations@aol.com
Furniture Medic by Double D
Dail Dekker
1809 Cooper Road
Virginia Beach, VA 23454
757-481-9663 (P)
757-481-2220 (F)
dr.double_d@hotmail.com
Furniture Medic by
Sterling-Clark Restorations, LLC
Michael Clark
135 Woodland Street
Lansing, KS 66043
913-660-9585 (P)
913-708-8714 (F)
restorations@sterling-clark.com
www.sterling-clark.com
Three Brothers Property Services, Inc.
Jeremy Towns
246 S. Twin Oaks Drive
Ellijay, GA 30540
706-889-6436 (P)
706-636-1783 (F)
fmbyjtowns@aol.com
Mack Services Co., Inc.
DBA Weathersby Guild/West Palm
Beach
Wayne Mack
1219 Widgeon Road
West Palm Beach, FL 33414
561-795-7512 (P) (F)
wayne.mack@weathersbyguild.com
Guardsman Furniture Pro of
Johnson County
Gary Kepko
14235 West 120th Terrace
Olathe, KS 66062
913-522-6761 (P)
913-780-6896 (F)
gekepko@sbcglobal.net
Texas Technical Renovations
Ron Rogers
4403 Timber Run Drive
Arlington, TX 76001
817-422-4971 (P)
817-563-6099 (F)
rrogers_ttr@yahoo.com
Pro Restore Furniture Repair
Russell Parham
1980 Talking Rock Road
Jasper, GA 30143
770-720-8225 (P)
706-253-4884 (F)
rparham@pro-restore.com
www.pro-restore.com
CPPC - 20
CertiRestore of Central Connecticut
9 Center Street
Thomaston, CT 06787
Carl & Peg Sousa
860-283-4405
info@certirestore.com
CertiRestore of Central Wisconsin
4925 Coye Drive, Suite A, Box 3
Steven’s Point, WI 54481
Dennis Rosenbrook
715-341-2629
certirestorecw@yahoo.com
Princeton Art Appraisal Services. LLC
5221 Shaw Avenue
St. Louis, MO 63110
Rosemary Lanes
314-664-3207
paslanes@sbcglobal.net
Guardsman Furniture Pro
1110 N. Hennes Road, Unit 1704
Casa Grande, AZ 85222
Don Blair
520-371-9049 (P)
520-876-7704 (F)
cblairfurniturerepair@yahoo.com
Edwards Movers, Inc.
Robert Heckman/Connie Symenow
7 Lois Lane
South Easton, MA 02375
508-238-0330 (P)
508-238-8042 (F)
connie@edwardsmovers.com
www.edwardsmovers.com
David Molnar
3892 Anglers Retreat Road
Johns Island, SC 29455
843-557-1575 (P)
843-557-1733 (F)
dmolnar@bellsouth.net
A Better Way Salka & Sons, Inc.
Pamela Salka
50 Sebethe Drive
Cromwell, CT 06416
860-635-3344 (P)
860-635-7234 (F)
psalka@abwmover.com
www.abwmover.com
CPPC - 21
CPPC - 22
CPPC - 23
CPPC - 24
AAA Nationwide Claim Services
Professional Furniture Repair and Restoration All Across the Nation
Serving all 50 states with over 20,000 qualified restoration firms nationwide
95% of repairs completed in home • National contract rates available • Professional high quality repair work
• Consistent and dependable service • Guaranteed furniture repair & restoration • Prompt, efficient, professionals
• On-site repairs & inspection services • Professional world class repair services • Fabric & leather repair upholstery services
• Reduced claim cost, volume discounts • Auto, Boat, Cycle Appraisals • Disaster Recovery Services • Third party services
• Same day contact available • Antique glass & mirror replacement • Knowledgeable experienced staff • Property damage specialists
• Over 30,000 claims completed • Fire and water damage specialists • Accurate, detailed and typed reports
• Marble repair services • 35mm and digital photo services • Appliance and clock services
• Full service without excuses • Salvage pick up and disposal • Member: CPPC, AMSA
p (800) 548-3131 f (800) 323-2948
www.aaaprofessionalclaimservices.com ~ CustomerService@aaaclaimservices.com
First we will be the Best ~ Then we will be First!
CPPC - 25
CPPC - 26
Announcing yet another new
CPPC innovation:
Full inspection & complete claims service
including digital photographs for the Moving
& Insurance Industries Services Available up
to 150 Mile Radius of Denver, CO
Total Furniture Repair
& Restoration Services
including:
•
•
•
•
and
Mobile service for on-site wood & leather touchup
Regluing & Repairing
Expert Refinishing
Top Quality Reupholstery
Not a chain, not a franchise. Owner-managed,
by Dan Whitney & Leo Molina, Brandt and Whitney is
“the real deal.”
will now be accepted as options
for all CPPC payments.
You ask... we deliver!
Classic Furniture Services
New England’s Moving Claims Leader
Serving Mass., R.I., N.H., & CT
phone: 800.834.6016 • fax: 800.510.0408
www.classic-furniture.com
Onsite Repairs & Complete Restoration
Upholstery & Leather Repairs/Cleaning
Antiques • Full Service Claims Handling • Third
Party Services • Residence Repairs
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
CPPC - 27
Brandt & Whitney, Inc.* 4885 South Broadway * Englewood, Colorado 80110
Phone: (303) 788-0820 * Fax: (303) 788-1701 * E-mail: info@brandtandwhitney.com
Web: www.brandtandwhitney.com
www.furniturerestorationtoolsandsupplies.com
www.designcenterfabrics.com
www.foamcuttosize.net
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CARRIER CONSULTANTS
Since 1974
KEVIN BLIZMAN
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
The finest and most complete full service household
goods repair and restoration service in Florida!
(800) 890-8140
(941) 377-2243
Fax (941) 377-2164
1939 Racimo Dr.
Sarasota, FL 34240
bliz1939@comcast.net
SloHand
Furniture Repair
• Custom Restoration, Repairs & re-Finishing
• Insurance Inspections with pictures eStatus
or Your Other Preferred Format
Serving the
San Francisco
Bay Area
Phone
Fax
eMail
(650) 515-7846
(650) 240-0525
slohand@sanbrunocable.com
CPPC - 28
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We pick up
& deliver on
all in-shop
services
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
Expert Assistance is only a phone call away!
CPPC - 29
done. We tell them the same thing. Call us in May and
June when we slow up a bit, and we can take care of your
items right away.
From
the Other
Side of
the Desk
If you’re new to this business, keep that in mind during the
year. May and June is the perfect time to schedule those
private jobs you just don’t have time for during the busy
season.
My dilemma this month was the title of my article. Was
it going to be “the Sky is Falling” or “The Attack of the
Pods”? Unlike the beginning of this article where I stated
the sky isn’t falling, we are being attacked by the PODS.
by Dan Manning
Manning Claim Services
“The Sky is Falling”
Well, we all know the sky is really not falling, but,
according to the adjusters that I’ve been talking to
lately, this is what the repair firms that are calling them
are thinking.
Apparently, everybody and their Uncle are calling up
their accounts to find out where the work is.
Being in this business for a very long time, I know the
work is coming. May and June are, traditionally, the
slowest months of the year in this business. Having
kids, this was the only time of the year I could coach
any type of a sport so I became a baseball coach during
those slow months.
This is what I do to pickup the slack during this slow
time.
During the year, I have people phoning inquiring about
private work and shippers requesting side work to be
In talking with adjusters recently regarding their
conversations with repair firms who are calling them about
where the work is, they also needed to tell the repair firms
that they are probably going to be down approximately
25% this year. I wonder if we are going to be down 25%
this year due to the advent of all of these PODS and space
saver containers I’m seeing all over the place.
I wonder why I see advertising on TV for these things, and
I see them all over, but I don’t see any advertising on TV
for van lines. And I don’t see any van lines jumping into
the POD business.
This must be cutting into the COD work. People seem
to just want to pack these things themselves rather than
having people come into their homes (especially if they are
doing a small temporary storage thing).
Not that I should be one to tell the moving industry how
to market itself, but this seems like a lost money maker for
the van lines.
In closing, the sky is not falling, but we are being attacked
by the PODS. Don’t worry, hopefully we’ll all be so busy at
the end of the summer that we are not going to remember
the PODS or the sky falling. •
DILBERT: (c) Scott Adams/Dist. by United Feature Syndicate, Inc.
CPPC - 30
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
(212)627-0291; Fax: (212) 627-0309
601 West 26th Street #M204, New York, NY 10001-1101
CPPC - 31
Was this information disclosed in the appraisal?
Were the credentials of the experts included? Were
the credentials of the appraisers included? All this
information should be disclosed.
EDITOR’S E-MAILS
Did each appraiser explain how the determination of
age was made? Was it based on testing of materials?
On authentication by an expert? On a guess?
This determination should be documented.
In the July column “From the Other Side of the Desk”,
Dan Manning of Manning Claim Services included the
following:
#3 A shipper has an old clay horse that they believe to
be Tang dynasty (618 – 907 AD). It was packed in a CP
box and it is discovered to be damaged upon delivery.
Shipper obtains an ASA appraisal which comes in
around $14,500. The mover gets a separate appraisal
from an ISA appraiser who feels the horse is Quing
dynasty (1644 – 1911) worth about $4500.
Appraisers, what to do?
This response was received from Lorrie Semler, ISA CAPP,
CES, AAA, Semler Appraisals & Estate Liquidations
Hi Dan,
Were all supporting comparables analyzed in the body
of the appraisal? Were adjustments made between the
subject item and the comparables for characteristics that
enhance or detract from value? Did the appraiser paint
a word picture of how the value was arrived at? Every
appraisal written for damage and loss claims should be
written as a self-contained appraisal rather than as a
summary appraisal.
While membership in a professional appraisal
organization is admirable, there are many levels
of membership in each organization. Were these
appraisers educated and tested by their organizations,
or were they grandfathered in before testing became a
requirement? Did the appraisers write to the Uniform
Standards of Professional Appraisal Practice (USPAP)?
Are the appraisers required to “requalify” within their
organization on an ongoing basis?
Your question, “Appraisers, what to do?” is misdirected.
The questions that should be asked of the adjusters and
Did both appraisers do a physical inspection of the
property, or did one appraise the clay horse from
photographs? It is always best if the appraiser can get
“hands-on” with the item being appraised. There is just
too much that cannot be determined from photographs.
If an item is appraised without the appraiser having seen
it, this must be disclosed in the appraisal, along with
any critical assumptions resulting from this limiting
condition. There should also be a statement indicating
that critical assumptions are assumptions which could
be contrary to actual fact, and which, if contrary, could
result in a different value conclusion.
Did either appraiser have a specialty in Asian decorative
arts, or were they generalist appraisers? If they were
generalists, did they consult experts?
CPPC - 32
Serving Cincinnati & Dayton, OH,
Lexington & Louisville, KY
30
Bill personally handles every claim with your shipper!
P.O. Box 531067, Cincinnati, OH 45253
Tel: (513) 889-0002 • Fax: (513) 889-0012
Cell: (513) 739-5112
Email: artisticfurnitur@aol.com
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
shippers who hire the appraisers is, “Have you asked
the appraiser how the appraisal will be performed; what
will be included in the appraisal; what qualifies the
appraiser to do what he or she does; will the appraisal
be written to any Standards; does the appraiser have
expertise in the type of property to be appraised; does
the appraiser have experience in appraising for claims
involving damage and/or loss?” •
Lorrie Semler, ISA CAPP, CES, AAA
Semler Appraisals & Estate Liquidations
www.ValueReview.com
MARK F. ROMANO
Professional On-Site Furniture Repair
An Authorized
Restoration
Center
America’s Furniture
Restoration Specialists
Over 25 Years Experience
Serving
Southern NJ, Philadelphia,
and Southeastern PA
“All claims handled by Mark
from start to Finish”
Specializing in what matters most:
• Expert Repairs
• Reasonable Charges
• Satisfied customers
Serving: Delaware, Southeastern Pennsylvania,
Northern Maryland, Southern New Jersey
Ph (856) 853-0166 • Fax (856) 853-2626
mrfinishing@comcast.net
CPPC - 33
As there is no standardized national repair firm
rating system, the CPPC holds valuable sourcing and
networking for repair firm contacts for the moving
and insurance industry. The CPPC roster of speakers
and attendees at workshops and conferences gives a
good indication of who is up to date on current moving
practices and techniques. New adjusters?-what a great
opportunity to quickly train and obtain information,
meet your contact people in the industry to make your
transition go smoothly.
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Membership in the
CPPC
This is a wonderful topic for me to discuss as I begin my
service on the CPPC board. I appreciate your votes and
feel honored to have been elected at the recent CPPC
conference. I have been a member of the CPPC family
since 1988 and have seen first hand the benefits for
myself and my company.
When one hears CPPC-the workshops, conferences,
and the monthly magazine are the first things that
come to mind (of course there are many entertaining
faces that also come to mind!). The Spring Workshop
and Fall Conference are wonderful opportunities to
meet face to face with moving and insurance personnel
and repair firms. There are no limits to the questions
and discussions that can take place with individuals or
groups to obtain knowledge that is just not possible via
the web or phone. At the workshops and conferences,
more information is available from the wide range of
booths set up by the repair firms and the moving/
insurance companies.
The workshops and conferences can generate new
referrals for claims and jobs for the repair firms
through your contacts with adjusters. We all know one
job leads to another and local contacts with claimants
leads to future job servicing. The sessions offered at
the workshops and conferences opens doors for new
knowledge on techniques and products-even contacts
for us when we inevitably run into a repair challenge
during our busy seasons.
The CPPC monthly magazine has a wide range of
articles—including repair techniques, computer
information, details for running your business(ex:
insurance and employee issues), new member listings,
moving industry issues and articles, and always-humor
to help us carry on. Not able to get to a workshop or
conference? It happens, but you will get a recap via your
next magazine! Advertising in the magazine and at the
workshop/conferences is probably the best visibility
for your advertising dollars as it reaches the heart of the
moving/insurance industry.
Don’t forget to introduce yourself to the CPPC
Board Members-this opens doors to a wide range of
information and referrals you may need in the future
for your business and company needs.
o
Through the CPPC, you meet a wonderful group
of people who are committed and care about their
business and the industry they represent (oh, yes, and
did I say they are VERY entertaining?). Try it! Read the
magazine, get to
know the CPPC
members, attend
the seminars,
PARTICIPATEwatch yourself
and your
On- site Furniture Touch up and
company grow! •
Repair Since 1969
Linton’s
Don Kistner
Who’s your competitor? What better way to stay abreast
of the competition in your area by checking the ‘New
Members’ section in your CPPC monthly magazine.
Then meet them in person at the seminars-we each offer
a service and are each a valuable part of the moving/
insurance industry circle.
CPPC - 34
GEORGIA CLAIM SERVICE
Office ~ 770-345-0027
Fax ~ 770-345-6521
P.O. Box 1259
Holly Springs Georgia 30142
email ~ Danny@ifixfurniture.com
RODDY MARTIN
1FOOTZMWBOJB ‡%FMFXBSF ‡.BSZMBOE
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CPPC - 35
CPPC 2007 NEW ORLEANS CONVENTION SCHEDULE
SUNDAY, SEPTEMBER 30, 2007
2:00 to 4:00 PM
BOARD MEETING, all members welcome
5:00 to 7:00 PM
REGISTRATION AND OPENING RECEPTION
MONDAY, OCTOBER 1, 2007
8:00 to 9:00 AM
REGISTRATION
9:00 to 9:40 AM
Opening Remarks from the CPPC Board
9:40 to 10:40 AM
“How efficient is your office.”
Is your office running professional or does it need a lot of work?
Leader:
Panel:
10:40-11:00 AM
BREAK
11:00 - NOON
“What has CPPC done for me lately?”
Where we were and what direction are we taking now.
Leader:
Panel:
NOON to 1:00 PM
LUNCH
1:00 to 2:10 PM
“What’s New”
Are you ready for the New Tariff
How each claim could be different with each van line.
Full Value Valuation and the Military
Moderator:
Panel:
Alan Jobe
Dori Bledsoe
2:10 to 2:30 PM
BREAK
2:30 to 3:30 PM
What Are the Customer’s Responsibilities?
Moderator:
Panel:
Jim McCue, UNIRISC (NJ)
Sue Jack, CARTUS)
Kim Provo, UNIRISC (TX)
CPPC - 36
3:30 to 3:50 PM
BREAK
3:50 to 5:00 PM
Game Show—Moving on the Wheel
Leader:
5:00 PM
ADJOURNMENT - Enjoy the French Quarter!
7:00 PM
2hr. Steamship Natchez Dinner / Jazz Cruise, Optional Outing at Additional fee
of $49.50 per person; see registration form on p.42 to make your reservations.
TUESDAY, OCTOBER 2, 2005
8:00 to 9:00 AM
CONTINENTAL BREAKFAST, COFFEE AND ROLLS AVAILABLE
9:00 to 10:00 AM
Breakout session A
“That’s A Burn In?”
Hands on Demonstration of repairs that adjustors pay for everyday.
Moderator:
Panel:
Mark Weathersby
Breakout session B
New Technology; New Ideas; New Business Opportunity
Moderator:
Panel:
10:00 to 10:20 AM
BREAK
10:20 to 11:20 AM
War Stories
Adjustor/Repair Firm
Things to think about.
Adj/Rep. Firm
Worst claim ever handled.
Adjustor
Worst repair firm I hired—no names please
Adj/Rep. Firm
Worst customer I ever had to deal with—no names please
Adj/Rep. Firm
Biggest claim I ever had
Adj/Rep. Firm
Smallest claim I ever had
Adj/Rep. Firm
Funniest claim I ever had
Repair Firm
Worst adjuster I ever had to work with—no names please
Adj/Rep. Firm
Most embarrassing claimed item I have had
Rep. Firm
Claim that I had to walk away from—no names please
Adjustor
Claim that I could no longer handle—no names please
CPPC - 37
Moderator:
11:20 to Noon
“CPPC TOWN MEETING” –
This is the time to voice any concerns,
questions, comments related to the Convention, future meetings,
or any topic related to claims or the CPPC.
NOON
ADJOURNMENT
12:15 to 3:15 PM
BOARD MEETING
BayArea
Restoration
Complete claims service
Serving the Entire San Francisco Bay Area
32 Years Experience
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World Ventures
Let me be your Travel Guy
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3KRQH
CPPC - 38
CPPC - 39
The Hotel Monteleone is the essence of a
memorable travel experience. It’s the heart
and soul of hospitality. And, when you’re here,
you’re right where you want to be: in New
Orleans, in the French Quarter, in the hotel
with an identity all its own. So, whether you’ve
come to our city just for the fun of it or business,
expect perfection. You won’t be disappointed.
We’ve welcomed guests to our family owned
and operated hotel for well over a century. To
say that we’ve mastered the art of hospitality is
no overstatement. From your first call to checkout, we’ll show you the service that has made the
Hotel Monteleone a legend in New Orleans and
among discriminating travelers around the world.
We offer a selection of 600 rooms and suites,
ranging from the intimate to the truly magnificent.
All have amenities ranging from high-speed,
wireless internet connections to plush robes.
Our three restaurants are among the city’s most
acclaimed. Our Carousel Piano Bar and Lounge
is a French Quarter institution in its own right.
The rooftop pool and fitness center, our private
spa Aria, our full-service business center and
our gift shop all add to the quality of your stay.
Staying at the Hotel Monteleone is having your
own private retreat in the French Quarter. In fact,
you’d have a great New Orleans experience even if you never stepped outside our doors.
CPPC Details:
The room rate for our visit is $119 for a standard room. This rate is good from the Friday before the
meeting through the Thursday following. There is no special code for the reservation – just ask for the
CPPC or Claim Prevention room rate. The telephone numbers for the Hotel Monteleone are 1-800-2172033 or 1-504-523-3341. Our room rate is good through Wednesday, August 29, 2007, so please make
your plans before then.
The convention registration form is now available on line at www.claimsnet.org and on page 42 of this
newsletter for your registering convenience.
CPPC - 40
Hotel Monteleone
At the Hotel Monteleone, guests will find the perfect
blend of Southern hospitality, old world grandeur
and casual elegance. Yet, for all its laid back charm,
the hotel is a place of endless energy and excitement.
Guests will discover a magnificent variety of specialty
shops and quaint restaurants just outside the hotel
doors. The fantastic excitement of Bourbon Street
and the New Orleans nightlife is just a short walk
away. Fabulous restaurants, world-class shopping,
museums, nightclubs, casino and riverboat gambling,
it all begins and ends at the Hotel Monteleone.
No doubt the hotel’s prime location has made it a
favorite for meetings and conventions, but it is the
impeccable service, modern amenities, and attention
to detail that keep guests returning year after year.
Guests will enjoy access to:
•
•
•
•
•
•
•
350-car Garage with Valet Service
Full Service Business Center
Multilingual concierge
Fitness Center
Heated Rooftop Swimming Pool
Jacuzzi
Tour Desk
Guest Rooms
All guest rooms have been restored with new furnishings and architectural details. New marble and granite
baths in every room are among the recent additions to guest rooms. Other amenities include:
•
•
•
•
•
•
•
•
•
High-speed internet access
Wireless keyboards
Mini bar
In-room safes able to accommodate laptops
Ironing board & iron
Hair dryer
Robes
On-demand movies
Complimentary in-room coffee
Getting Here
From Airport: Head I-10 East toward New Orleans Business District and Slidell. Exit Superdome/Poydras Street
(Exit 234B). Proceed down ramp and continue straight for 8 blocks, staying in left hand lane. Turn left onto
Camp Street and continue 4 blocks to Canal Street (a big 2-way Boulevard). Cross over Canal Street which turns
into Chartres Street (in the French Quarter). Go 2 blocks on Chartres St and turn left on Bienville Street. Halfway
down the street, you will see the garage entrance for Hotel Monteleone on the left.
CPPC - 41
2007 CPPC NEW ORLEANS CONVENTION
REGISTRATION
Please print or type the following
information as you wish it to appear on
your name badge(s):
Section C:
Donors/Advertising
Section A: Attendees
1. _____________________
2. _____________________
3. _____________________
4. _____________________
The CPPC continues to try and strive to
provide the services needed to inform
and educate the transit claims industry.
Any contributions are appreciated to
help us to progress as a healthy group
Donation amount _______________
Company: ___________________________
City/State: ___________________________
Section D:
Steamship Dinner/Jazz Cruise
127(7KH¿UPVZKRZRXOGOLNHWROLVWWKHODUJHU
metro area on the name badge. This is to let
RWKHUVNQRZZKHUH\RX¶UHORFDWHG
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Persons Attending _______________
9DQOLQHDI¿OLDWLRQLIDQDJHQW
___________________________________
Section A: $_________
Section B: $_________
Section C: $_________
Section D: $_________
Total: $_____________
E-mail: _____________________________
Phone: _____________________________
Fax: _______________________________
Registration Costs:
The workshop registration cost
depends on WHEN your payment is RECEIVED:
Attendees
1st person
2nd Person
All Others
Before
9/1
$189
$189
$100
After
9/1
$199
$199
$110
Payment Options:
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At the
Door
$209
$209
$120
&UHGLW&DUG0&9LVD21/<
Card #___________________
Expiration Date: ___________
Security Code: _____________
Section B: Extra Tickets
(The security code is the last three digits of the
QXPEHUWKDWDSSHDUVRQWKHEDFNRIWKHFDUGE\
WKHVLJQDWXUHEORFN
([WUDWLFNHWVIRU\RXUnon-registered guests
are available the Sunday evening reception
DQGWKHEUHDNIDVWVRQ0RQGD\7XHVGD\
*XHVWWLFNHWVDUHDYDLODEOHIRU$25.00 each.
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By email: CPPC@claimsnet.org
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___________________
CPPC - 42
— SINCE 1974 —
Claims Inspection • Antiques Restored
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Fine Arts Restoration:
• Marble
• Fine Ceramics
• Paintings
• Picture Frames
• Porcelain
• Antiques Restored
• Statuary
• Claims Service
• Refinishers • Upholsterers
349
Residential • Commercial
Main Office:
HIALEAH
Sarasota •
Naples •
Marco Island •
3140 W. 84th Street, Bay #6 • Hialeah, FL 33018
• West Palm Beach
339
FT. MYERS
341
+
334
• Boca Raton
333
• Ft. Lauderdale
340 330
331 HIALEAH
332 • Miami
Phone: 305.558.5141 • Fax: 305.556.0700
E-mail: DiSar@bellsouth.net
• Fort Pierce
+
• Key Largo
• Key West
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Claims Prevention & Procedure Council
P.O. Box 1117
Newburgh, IN 47629-1117
PRESRT STD
U.S. POSTAGE
PAID
Evansville, IN
Permit No. 1185