Customer Loyalty Newsletter - Mar 2019

Customer Loyalty Newsletter - March 2019

ONE PROFESSIONAL TEAM Customer Loyalty Newsletter - Mar 2019 ISSUE 29

NPS SCORES September 1, 2018 to February 28, 2019

In this issue: Page 2 Rethinking Risk In Customer Experience Improvement Page 4 Good Job Report Page 10 Action Of Significance

Albuquerque - Wagner Rents (0016)

100.00% 100.00% 100.00% 97.44% 97.06% 94.87% 94.74% 91.67% 90.91% 90.32% 87.50% 87.50% 87.50% 84.78% 84.75% 83.93% 83.33% 83.33% 82.95% 82.76% 81.82% 81.40% 80.30% 80.00% 79.31% 78.30% 78.26% 78.00% 76.11% 75.00% 61.90% 17.65%

El Paso - Wagner Rents (0017)

Silver City (16) Durango (01)

Current NPS Loyalty Score 81.59%

2019 NPS Goal 82.00%

Steamboat - Wagner Rents (0013) Silverthorne - Wagner Rents (0015) Carbondale - Wagner Rents (0008)

2nd Steel (98)

Grand Junction - Wagner Rents (0011)

Detractors (2.92%)

Denver - Wagner Rents (0004) Gypsum - Wagner Rents (0010)

Promoters (84.51%)

Passives (12.56%)

Hayden (04)

Las Cruces - Wagner Rents (0021)

Pueblo (03)

Tech Products (97) Grand Junction (02)

Carlsbad - Wagner Rents (0028) Fort Collins - Wagner Rents (0005)

Albuquerque (10)

Pueblo - Wagner Rents (0002) GOAL = 82% Albuquerque - Power Systems (15) Commerce City - Wagner Rents (0012)

Loyalty Spotlight

El Paso (12) Carlsbad (14)

Aurora - Power Systems (05)

AURORA

Aurora (00)

Burlington (06) Bloomfield (11) Windsor (09)

Giving EXCELLENT service to our customers: BLAIR BUILDERS INC DUNRITE EXCAVATION FLATIRON CONSTRUCTORS INC (Read more in the “Good Job Report” pgs. 4-10)

Hobbs (13)

Colorado Springs (39)

Yuma (38)

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Rethinking Risk in Customer Experience Improvement -An Article by Doug Fowler

Over the past few years, we undertook rewriting a major part of our customer portal software to make it easier to use. It took a lot of time, money, nights and weekends, and we ran into our fair share of bugs and head- aches along the way.

After we had launched the update, I thought “rewrites aren’t for the risk averse!”

But as we received more and more positive feedback from our clients, even those who found bugs we had to fix, it became clear this kind of project IS for the risk averse. Here’s why: Unless you take small risks today to improve your customer experience, you run a bigger risk that you won’t have much of a tomorrow. Dialing down your short-term risk means going into innovation and customer satisfaction debt. It swaps lower risk now for the larger risk of customer attrition and pricing pressure later.

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Rethinking Risk in Customer Experience Improvement continued... Conversely, doing a “risky” project now puts a deposit in your customer loyalty bank account, which pays you back dividends over time. If you’re involved in proposing or making decisions around customer improvement efforts, I hope by now you’re nodding and thinking: That’s right, we’ve got to go for it, and innovate for our customers! We must keep customer loyalty (and margins) strong! However, the reality is that it feels safer – for individuals, teams, and organizations – to mini- mize short-term risk , and this leads to a bias for “no go” and “not yet” decisions. To help rethink risk and make wiser risk vs. return decisions, consider these points as you sell im- provement efforts to yourself and others: 1. Quantify the “No Go” Option. At least attempt to quantify the risk of a “no go” decision. Too often, we talk in great detail about the thing we’d like to do and improve, but skimp on the case for why we must do it and the risk of not moving forward. 2. Speak in Dollars. Know the average lifetime dollar value of a customer relationship and the aver- age cost to acquire a new customer relationship. Simply stating “doing project X will improve the customer experience” won’t and shouldn’t get past a good CFO! However, if you’re able to esti- mate the dollar value of won or lost customer relationships, even with heavy caveats around your assumptions, you can better judge the business value of the effort. 3. Use Customer Data to Drive Assumptions. This is a prerequisite for step #2, above, i.e. being able to estimate the dollar value of your project. You must have data to support the potential cus- tomer loyalty impacts of your improvement, otherwise knowing the dollar value of a customer is meaningless. Use quantitative methods complemented with qualitative approaches to identify these impacts, e.g. customer satisfaction surveys, lost deal data, customer complaints, and attri- tion, etc. Without data, your assumptions rest on a shaky foundation of anecdotal observations. 4. Research Your Competition. It’s one thing to say “our competition may eat our lunch if we don’t act,” but it’s much more powerful to specific examples that illustrate what other options custom- ers have out in the market. 5. Build a Sense of Urgency. Remember the world WILL move forward, likely faster than before. It’s less costly to start and grow a business now than it was a decade ago. Competitive moats are harder to come by, and the lifespan of companies is shorter than ever. So, the risk of pushing out customer experience improvements is higher today than ever. If you haven’t used these points, try applying them to your next improvement initiative. Hopefully, they’ll help you more accurately see the long-term risk of not doing it, as well as the inevitable short- term risk of doing it. In the end, the risk we took in our software project was worth it: our clients have told us as much. You and your company can do the same thing too. Good luck rethinking the risk of improving your customer experience – if you do it right, your customers will reward you for it.

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ALBUQUERQUE - POWER SYSTEMS (15) STATE OF NEW MEXICO BLDG SVC - RICK MOTELET

Rick said Wagner Equipment is responsive, both the office and with the technicians. Rick said Wagner Equipment employees are very knowledgeable, very responsive, on time, easy to get along with and do great work. Rick said it’s been a great experience working with Wagner Equipment for the past 10 years. CIVEO USA LLC - HOUSTON TX - FRED ALLISON Fred states that the customer service provided by Sammy Montoya is always top notch. Tyson Hahn also works in the store who does a great job according to Fred. Fred would love to give recognition to Larry Lohman , Bloomfield, who does a great job. Fred mentions that David Herman also does a wonderful job.

ALBUQUERQUE (10) GCC RIO GRANDE INC - ED MUMMEY Ed likes Wagner Equipment’s friendly and knowledgeable technicians.

AURORA - POWER SYSTEMS (05) LIBERTY OILFIELD SERVICES - JONATHAN BRAUN

Jonathan really likes the ease of ordering with Wagner Equipment. Jonathan said he goes through Tim Andresen , who is good with communication, is knowledgeable and gets back quickly to him which is super helpful. Jonathan said his experience with Wagner Equipment was phenomenal!

GRANBY SANITATION DISTRICT - ANDY BECKER Andy stated the field service technicians, Odean Vardaman and Bruce Burckley were wonderful.

AURORA (00) WASHITA VALLEY ENTERPRISES - LARRY PHILLIPS Larry stated that the salesman Justin Van Natta was really friendly, came down before the sale and after the sale to make sure he was taken care of and happy.

THE FARMERS RESERVOIR - JEFF VOLLBRACHT Jeff said Donnie Erdmann was great.

FALL LINE CONST LLC - JONATHAN DISCOE Jonathan stated that he really liked the sales represenetative Kevin Boggs because he was easy to work with. He made the transaction happen smoothly and he was informative. BRIAN ELLIS Brian said Clyde Refvem is a very good, thorough, quickly calls back, offers quality follow up, was informative and knew what was needed.

See more on page 5

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AURORA (00) RED ROCK EXCAVATING LLC - MEL SCHROEDER

Mel stated he liked working with sales representative Kevin Boggs , as he is a longtime customer. Mel stated that Kevin has very good timing and helped him get a machine prior to year end. Mel stated that Kevin even came out and walked through everything with regarding the machine with him. SOS HOPS FARM RANCH - ED MILLARD Ed said it was smooth working with Wagner Equipment and Kevin Boggs . Ed said Kevin is very knowledgeable. Ed also said that Tyler Holtmeyer came out to go over the machines with him and did a great job. JIM ENGLE Jim said Gilbert Saenz was easy to work with and the whole experience with Wagner Equipment was easy and smooth. BLOOMFIELD (11) C J EQUIPMENT MANUFACTURING CORP - NOLAN STEWART Nolan stated that Don Roberts was easy to work with. WOOD GROUP USA INC - BRANDON STOCKETT Brandon said the service in Bloomfield is great. Brandon said Wagner Equipment did their job and they did it promptly. COLORADO SPRINGS (39) TRAX CONSTRUCTION INC - KEVIN LOSINSKI Kevin stated Wagner Equipment in Colorado Springs is easy to work with. Kevin said that Madelyn Torres created a good experience. TERRA BUILDERS LLC - STEPHAN TERRA Stephan states that Wagner Equipment is always attentive and Kevin Dreher does a great job always helping him. WILDCAT CONSTRUCTION CO INC - RON GRIDER Ron wanted to say that Mike Patterson does an outstanding job! Mike can navigate through the online manuals rap- idly and finds what the customer is looking for. COMMERCE CITY - WAGNER RENTS (0012) LEGACY TRAFFIC MGMT LLC - ERNEST FRICKE Ernest stated the staff at Wagner Rents in Commerce City was very knowledgeable and good at what they do. AQUAWORKS CONSTRUCTION INC - JOHN BELTZ John stated that his company has been doing business with Wagner Equipment for 25 years. John said Wagner offers good equipment and the staff always does a good job.

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COMMERCE CITY - WAGNER RENTS (0012) RAMON FRANCISCO CORONADO - ILIANA CORONADO Iliana said Wagner Rents in Commerce City was really good to work with.

PREMIER SERVICES - KEN KATZ Ken stated he made one phone call to Wagner Rents Commerce City and they took care of everything from there. Ken said the communication was awesome and that made his job simple. DENVER - WAGNER RENTS (0004) BLUE JADE CONSULTING LLC - MIKE LINVILLE Mike stated he liked the availability of equipment, competitive pricing, and timely delivery Wagner Rents Downtown offers. Everyone, including the driver, counter guys, and sales representative, provided great service at this location. PROVIDENT CONSTRUCTION - KENNY HOLBERT Kenny stated Wagner Rents Downtown provided good service and the sales representative, Mike DiRenzo , is person- able and easy to work with. DURANGO (01) ALEXCO ENVIRONMENTAL GROUP - ERIC LANDCASTER Eric appreciates Wagner Rents Durango’s responsiveness and stated the equipment is well maintained. EL PASO (12) ROBLES 1 DEMOLITION LLC - SERGIO FLORES Sergio said Wagner Equipment has excellent service, good response time, and they get the job done right the first time. DESERT SUN DAIRY - DARRELL HANSON Darrell shared that Billy Kope did a good job working out his issues. Darrell said that the technicians, Jerry Ketel- boeter, Kenny Ontiveros, Ricardo Artalejo Ramirez and Jesus Campa all did an excellent job. A BROTHERS MILLING LLC - JESSIE CHAIDEZ Jessie stated that Wagner Equipment’s customer service is great, they are helpful. You can go in with a description of the parts and get what you need and Wagner will get the parts quickly. Wagner is hassle free. GRAND JUNCTION (02) NEWPARK MATS AND INTERGRATED SERVICES - BRET BERTA Bret said he likes working with Paul Nichols . Bret said that Paul always gets him set up quickly with the issues that need repairing. DONA ANA COUNTY - MIGUEL ESTRADA Miguel said there wasn’t anything Wagner Equipment could have done differently, the service was good.

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GRAND JUNCTION (02) CHAVEZ MASONRY LLC - JOSH MAJAR

Josh said the staff at the Grand Junction location went above and beyond what they needed to do. Josh said he is 3 hours from the shop, so he asked the technicians, Brian Owens and Ricky Eads , to take a look at something else and they didn’t hesitate to take a look. Josh said they do an excellent job. CAERUS OPERATING LLC - ED DOUGHERTY Ed said Wagner Equipment is prompt getting to the call, on time and quick. He has had good luck with mechanics, they’re educated and able to get the job done well. Ed mentioned the technicians Wes Bradford in particular did an outstanding job. HAYDEN (04) OZ DIRECTIONAL DRILLING INC - ERIC BROWER Eric was pleased with his experience at Wagner Equipment in Hayden. Eric said the parts representative, Marty Herrera, emailed him a parts diagram to make sure he would get everything that was needed and that he was very knowledgeable about the parts and equipment they were looking for. Eric said he has no suggestions for Wagner Equipment because they executed their job with precision. HOBBS (13) MILFORD PIPE SUPPLY INC - BRUCE CURTIS Bruce was pleased with this experience with Wagner Equipment in Hobbs. In particular, he was pleased with the field technician, Reuben Shorty and Kathryn Sloan. Bruce said he is a mechanic himself and he liked that this me- chanic from Wagner, Reuben Shorty, wasn’t afraid to ask him questions and find what he already done himself toward troubleshooting the machine’s problem. Which saved time and showed he respected his knowledge too. Bruce said Wagner should give him a raise. Bruce said that Kathryn communicated with him for scheduling and was really nice and texted back and forth with him, which allowed him to give her his pin drop location and directions via text. Bruce said that when everybody else was off on a Saturday, she was still working and communicating with him at 4:00pm, which shows Wagner is dedicated to their customers. VENABLES WELDING ROUSTABOUT - JAKE SHORE Jake likes that Wagner Equipment got him the parts that he needed and when they said they would have them for him. LAS CRUCES - WAGNER RENTS (0021) HERNANDEZ FENCING COMPANY - JOE HERNANDEZ JR Joe stated that Helen Chavez in the parts department does a wonderful job. HB CONSTRUCTION - DOUG LACASSE Doug stated that their service technician, Humberto Fernandez, is personable, informative, answers his phone and returns calls quickly, tells them what needs to be done, and is a smart guy. Doug also stated that the parts counter staff is helpful and pleasant when he calls. Overall he thinks the Las Cruces staff does a great job.

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LAS CRUCES - WAGNER RENTS (0021) MEDFORD SERVICES - STEVE MEDFORD Steve likes that the staff in Las Cruces is very helpful. PUEBLO - WAGNER RENTS (0002) WAYNE ARNOLD EXCAVATING - WAYNE ARNOLD Wayne stated that at Wagner Rents in Pueblo, all of the employees were prompt, very polite, and everything worked well. GCC RIO GRANDE - PUEBLO - NEAL BEDSEK Neal said Wagner Rents in Pueblo has done a great job. Neal said the staff there provides good customer service. A S CONSTRUCTION CO - RICK REED Rick stated that Wagner Rents in Pueblo had what was needed on short notice and his experience was good overall. PUEBLO (03) BACA GRANDE PROPERTY OWNERS - SHAWN HOLLMER Shawn said Jim Bear is easy to work with. Shawn said Jim will schedule things for him, is a good guy and good to work with. Shawn said when he calls and he typically gets Randy Scott, who also delivers a good experience. KEITH LEWIS - MIKE WHISMAN Mike said he recommends Wagner Equipment because he has worked with them many years and they have always treated him right. SILVERTHORNE - WAGNER RENTS (0015) FINNERTY CONSTRUCTION LLC - NATE FINNERTY Nate appreciates that Wagner Rents Silverthorne doesn’t waste his time. They get the equipment there when they say they will. COLORADO CORING CUTTING - CHRIS PRECISION Chris said that Wagner Rents in Silverthorne does a tremendous job for the locals. Chris also stated that he appreci- ates that Wagner always has the equipment available and they communicate really well with him. BRENNER MATERIALS LLC - TRAVIS BRENNER Travis said that Wagner Rents in Silverthorne met his expectations in every way. He wouldn’t change a thing. Travis said that Wagner Rents delivered the correct machine when promised. It performed how they needed it to and then they picked it up when promised. COKAN ENTERPRISES - SARAH COKAN Sarah pointed out Amber Allain was amazing because she remembered them and was very helpful.

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SILVERTHORNE - WAGNER RENTS (0015) MARYLAND CREEK RANCH BUILDER - ERIC CALZONE Eric said the technician, Lucas Bridge, showed up on time and texted him after everything was done. Eric said Mike Clark and DJ Chavez do a good job as well. LILLARD CLARK CONSTRUCTION CO INC - JOHN DECRISTOFARO John said that Wagner Rents in Silverthorne seems to have a good thing going with their customer service. John really appreciates that he was able to rent, use and return the equipment without any issues. STEAMBOAT - WAGNER RENTS (0013) GEIGER GLASS - MIKE TIECK Mike said Jim Burrow does a good job. YAMPA VALLEY ELECTRIC ASSOCIATION - DANIEL CURTIS Dan said he rents a lot from Wagner Rents in Steamboat Springs and they have always been good to work with. TECH PRODUCTS (97) BELAIR BUILDERS INC - KIRK BURRIS Kirk said the staff at SiTech are very professional and tried to help him resolve the issues he had with his little char- ger. Kirk said everything about the experience was pleasant and Steve Meitler did well with his quality of communi- cation during this order. Kirk said he has no suggestions to share with the SiTech Rocky Mountain Parts Department about their parts service since everything was professional and taken care of. RANGE WEST INC - JESSE JOHNS Jesse stated they have used the same technician, Farshad Behbahani, for 20 years and he does a good job. STRAIGHT LINE SAWING AND LASER SCREEDING - OSCAR GARCIA Oscar said he liked the customer service that occurred between Farshad Behbahani and Steve Meitler. Oscar said their communication, reliability and the biggest thing he liked was their honesty. He said they were really honest about what needed to be done and what could be done, and they gave him options. Oscar also said that Farshad and Steve usually take care of him pretty quickly and that they make an awesome team that he loves working with. FLATIRON CONSTRUCTORS INC - STEVE GRAHAM Steve said he likes the staff at SiTech, especially Keith Knifer. They get to him within a good amount of time. WISE SERVICES INC - BUD KIRKLIN Bud said the service was quick. There was “no muss no fuss”! SiTech called and communicated what the problem was, provided rental equipment during service, and then let him know when the service was completed. DUNRITE EXCAVATION - JESSE WEST Jesse was pleased with his experience with SiTech. Jesse stated that it is always super easy to contact and to sched- ule service. Luke Klausner is great and helps him a lot.

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WINDSOR (09) PEGASUS OPTIMIZATION MANAGER - DAVID STOLZ David said he uses Wagner Equipment exclusively. David said he likes dealing with Phil Johnson, the PSSR. David said Phil helps in every situation. JD ENTERPRISES - DUSTY Dusty stated that Wagner Equipment has been his go to dealer for parts for years! Dusty appreciates the staff’s knowledge and in stock inventory at the Windsor location. WARD ENERGY SOLUTIONS Bo really enjoys that he was able to drop his equipment off at 5 p.m. and it was fixed and completed by 8 a.m. the next day. Which meant he had no downtime and was able to get right back to work. LARIMER COUNTY - TJ JARA TJ said Wagner Equipment is efficient. They have a great staff, from the people who answer the phone, down to the warehouse staff. TJ really appreciates the Wagner Equipment Windsor staff and is very happy doing business with them. CROW CREEK CONSTRUCTION - ROB KLINE Rob works with Andrew Quirk and Therron Carlson and they are extremely easy going. They know his equipment and what parts he needs for his situation. Rob said he knows Jacob at Will Call very well also and he is very good at his job. Rob said he makes it a point to deal with Wagner Equipment because of the good job they do. ROBERTS EXCAVATION CORP - JORDAN HANSEN Jordan said Andrew Quirk and Therron Carlson are incredible. They are very knowledgeable and easy to work with. Jordan said Jacob Clarkson, in the back, is also a great asset.

Learn More about Loyalty:

Actions of Significance is a recognition program for nominated individuals who go above and beyond in facilitating exceptional customer experience and/or safety.

Click here and subscribe to the Daniel Group Blog. The Daniel Group is the provider Wagner uses to conduct our customer loyalty surveys. Have ques- tions? Call Talina Jones at extension 3216.

Nominate a co-worker you feel goes above and beyond by contacting Talina Jones in the Marketing department.

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