Customer Loyalty Newsletter - December 2018

One Professional Team

ONE PROFESSIONAL TEAM ISSUE 26 Customer Loyalty Newsletter – Dec 2018

NPS SCORES June 1, 2018toNovember 30, 2018

In this issue:

Page 2 How Much Does a Follow Up Call Matter? Page 4 Good Job Report Page 8 Actions of Significance

Steamboat – Wagner Rents (0013)

97.06% 95.65% 94.87% 91.67% 90.91% 89.47% 88.46% 87.50% 86.84% 86.67% 85.29% 84.31% 82.89% 82.69% 82.09% 80.00% 80.00% 80.00% 79.74% 79.41% 79.25% 77.19% 76.67% 76.67% 75.56% 74.36% 72.22% 71.93% 64.63% 58.97% 50.00% 46.15%

2 nd Steel (98) Durango (01)

Gypsum – Wagner Rents (0010)

Current NPS Loyalty Score 79.23%

2018 NPS Goal 82.00%

Silver City (16)

El Paso – Wagner Rents (0017)

Hayden (04)

Albuquerque – Wagner Rents (0016) Denver – Wagner Rents (0004) Grand Junction – Wagner Rents (0011) Silverthorne – Wagner Rents (0015)

Grand Junction (02) Albuquerque (10) Tech Products (97)

El Paso (12)

GOAL = 82% Carbondale – Wagner Rents (0008) Las Cruces – Wagner Rents (0021)

Windsor (09) Aurora (00)

Loyalty Spotlight

Pueblo – Wagner Rents (0002) Aurora – Power Systems (05)

Bloomfield (11) Burlington (06)

Carlsbad – Wagner Rents (0028)

Commerce City – Wagner Rents (0012) Albuquerque – Power Systems (15) Fort Collins – Wagner Rents (0005)

Giving EXCELLENT service to our customers: WOOD GROUP USA INC LONGS PEAK DAIRY LLC CROSSFIRE LLC ( Read more in the “Good Job Report” pgs. 5-8)

Pueblo (03) Hobbs (13)

Colorado Springs (39)

Carlsbad (14)

Yuma (38)

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–An Article by Lynn Daniel How Much Does a Follow Up Call Matter?

A friendly smile. A welcoming voice over the phone. Someone who makes an extra effort to make sure you are pleased. These things matter in customer experience, but since many of these “little things” are in the eye of the beholder, it is difficult to know just how much impact they have. Did you know there is one simple thing you can do that will improve your customer experience score?

Several years ago, an OEM client mentioned that merely getting their dealers to follow-up on a service would improve how customers viewed their overall experience. This comment has stuck with me, and now we have enough data at The Daniel Group to confirm his point. A post-service contact (typically a call) does actually improve the service experience. In this situation, the information is based on our work with a large agricultural equipment OEM. They are selling through a network of dealers throughout North America. We conduct follow-up surveys (phone) when a new product is delivered and following a warranty experience. Here are the results: Product Delivery (NPS®)

Warranty Service (NPS) • 80.3% NPS with a follow-up call • 48.6% NPS without a follow-up call • Increase with a follow-up call - 31.7 points

• 88.2% NPS with a follow-up call • 68.5% NPS without a follow-up call • Increase with a follow-up call - 19.7 points

A simple phone call just to make sure the customer is happy with the product or is satisfied with the warranty repair work makes a significant difference in NPS. Why does this matter? Consider another fact. On both the product delivery and warranty surveys, we are asking customers if they have referred the dealer to someone else in the last six months. We find high rates of referral on both surveys (yes, even if it is warranty) but consider the purchase experience.

• About 46% of customers interviewed indicated they gave a referral over the past six months (over an almost four – year period).

• Promoter customers (those who gave a 9 or 10 on the likelihood to recommend question) provided 92% of those referrals.

A simple thing like a follow-up call has a significant impact on NPS, which results in increased referrals. It means your customers are doing part of your marketing work. Little things do have a significant impact!

• • •

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ALBUQUERQUE – WAGNER RENTS (0016) INTERMOUNTAIN LABORATORIES – TIM MENDENHALL Tim stated that Zach Looney did a great job helping him with everything he needed.

ALBUQUERQUE – (10) K BARNETT SONS – JAMES JONES Jamie said he works with Albert Wharton who is very good at following up and is very knowledgeable. AURORA – POWER SYSTEMS (05) WEIFIELD GROUP CONTRACTING LLC – RAND SNELL Rand stated his sales representative, Todd Herceg , was great. THE CHILDRENS HOSPITAL – CHRIS HAYS Chris stated that both Bruce Burckley and Matt Hurley are awesome! Chris said they are knowledgeable, prompt, and get the work done right. AURORA (00) PCL CONSTRUCTION INC – GEOFF WOJTULEWICZ Geoff stated Wagner Equipment has excellent equipment and the employees he deals with make it a positive experience, including Jimbo Thompkins , Ron Karnowski and Susie Russell . GREAT DIVIDE EARTHWORKS – RICK GOERING Rick said Wagner Equipment is good to deal with all the time. Rick’s sales person was Kevin Boggs who did a fantastic job. Rick says fantastic customer service is why he has been a customer of Wagner Equipment for 15 years. WAYNE’S CONSTRUCTION SERVICE – WAYNE GOMEZ Wayne stated that Seth Gutierrez was knowledgeable and he was able to rebuild things not just replace parts. Wayne added that Seth kept him informed of his arrival time and the repairs that were made. Wayne stated that he had an overall good experience with Wagner Equipment. HIGH ALTITUDE HAULING – PAUL KEITH Paul stated that Joe Kallis made the purchase process easy and painless. COLORADO DEPT OF TRANSPORTATION – BOB HEID Bob stated that the parts team, specifically Adam Sproveri and Lenny Schneeberger , were very helpful and bent over backwards to get the parts for him. GUADALUPE MOUNTAIN FENCING – CLINT HUGHES Clint does a lot of business with Wagner Equipment and says Wagner’s staff is helpful every time. Clint said Justin Van Natta was good to work with. POWER ENGINEERING CO – THAD MCCOOL Thad stated that Wagner Equipment’s parts team in Aurora provided good customer service, found what he needed, which wasn’t easy as some of the parts are hard to get.

See more on page 4

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AURORA (00) IRON WOMAN CONSTRUCTION & ENVIRONMENTAL SERVICES LLC – LEONARD MILLS Leonard stated that his communication with Steve Smith was great this experience. HIGH PERFORMANCE HOMES – JESSE SEAVERS

Jesse said he really appreciates getting the hats from his sales representative. Jesse also said he liked working with Aaron Vigil , who is always helpful, cares about his business being successful and has good customer service skills. Jesse says keep up the good work and thanks Wagner’s staff for the service. RED MOUNTAIN EXCAVATION – CHRISTOPHER MILLER Chris stated it was an awesome experience. Chris said his sales representative, Kevin Boggs is always willing to work with the customer and is super helpful. MM SKYLINE CONTRACTING INC – MIKE KELLEHER Mike said he had excellent communication with Brian Shaver . Mike added Wagner Equipment did and excellent job. MARTIN MARIETTA MATERIALS – DIANE NIX Diane stated that Rick Bendt and Dave Pennetta are her normal contacts 99.9% of the time and says they do an excellent job. Diane added that she’s been doing business with Wagner Equipment for 13 years.

BLOOMFIELD (11) PAP LLC – RYAN FARMER Ryan said Wagner Equipment offers good customer service, especially from Tyson Ferron . THE EDMUNDS GROUP LLC – KEN EDMUNDS Ken said Tyson Ferron worked real hard to get things done and did a great job. SAN JUAN COAL COMPANY – STEPHEN ELSBURY Stephen said that Rusty Greer is knowledgeable and efficient.

CARBONDALE – WAGNER RENTS (0008) ART FORWARD INC – SETH OWEN Seth stated that the Wagner Rents staff was very responsive to his needs. The staff went above and beyond to help them out and the drop off went perfectly. LIZZY LIFT INC – ANNE WIGHTMAN Anne stated that Wagner Rents fills orders quickly, provide good customer service and the staff is knowledgeable. CARLSBAD – WAGNER RENTS (0028) RX SOIL INC – JACE CARAWAY Jace commented that the entire transaction from delivery to pick-up was done by email which made it easy to do business with Wagner Rents. Natalie Smith did a good job.

Continued on page 5

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CARLSBAD – WAGNER RENTS (0028) LITTLE DIGGER MAN LLC – FRANKIE DAVIS

Frankie said Sue Van Natta at Wagner Rents was very personable, easy to deal with and everything he asked for was achieved. Frankie said he left the country after setting up this rental and when he arrived back the equipment was their waiting.

COLORADO SPRINGS (39) JOHN BOWMAN INC – JERRY BRADY

Jerry said the service and equipment are excellent at Wagner Equipment. Jerry state that they are always on top of their game. Jerry wanted to especially commend Madelyn Torres for her excellent customer service. KIEWIT INFRASTRUCTURE 103804 – GORDAN CUNNINGHAM Gordon stated that John Mazanec is right on top of his orders and does a good job. EARTHWISE DEMOLITION – TOM CAMBELL Tom shared that Wagner Equipment was quick & efficient in ordering and had the parts there the next morning and added this is a common occurrence. The manager, Fred Platt was very helpful and the staff even helped him carry the heavy parts to his vehicle. BRADY’S RENT ALL INC – JUSTIN TYRELL Justin said Madelyn Torres at Wagner Rents tries her best to always get what he need and got him a generator

at the last minute which saved the day. DENVER – WAGNER RENTS (0004) DOONE BROTHERS SEWER SEPTIC – KELLEN DOONE Kellen said Greg Dahlberg does a great job and delivers impeccable service.

DURANGO (01) ARY BROTHERS TRUCKING INC – DEVON MYERS Devon said the parts staff at the Durango store are kind, courteous, quick, and almost always have the parts he needs in stock. SPARLING CONSTRUCTION CO – PAT WYLIE Pat said Wagner Equipment in Durango has good availability and the customer service was good. RB OILFIELD SERVICES INC – ROD TUCKER Rod was pleased with this experience with Wagner Equipment. Rod stated that Greg Moore offered great customer service. EL PASO – WAGNER RENTS (0017) ACCENT LANDSCAPE CONTRACTORS – JOE AGUILAR Joe said the equipment arrived when Wagner Rents said it would and performed perfectly.

Read more on page 6

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EL PASO – WAGNER RENTS (0017) COLLINS ENGINE GENERATOR SERVICE – EVERT PORTILLO Evert says Henry Vargas is very helpful and a nice guy. FNF CONSTRUCTION INC – JACK SALAZAR

Jack stated that he was satisfied with the level of communication from Wagner Rents. Jack stated that when the technician arrived, he checked in and provided a breakdown of the services and parts needed to complete the service and got it done. FORT COLLINS – WAGNER RENTS (0005) HYDRO CONSTRUCTION CO INC – CLYDE GREENWOOD Clyde stated that the staff at Wagner Rents in Fort Collins offer good customer service, know what they’re doing and are reliable. Nathan has been working with Wagner Equipment for many years because when he has a need, the staff are “all over it.” Wagner Equipment has an amazing parts availability, and sometimes ship them overnight from other locations. Nathan commented that he enjoys working with Brian Bray . BOWER BROTHERS CONTRUCTION – BUD BOWER GARBIN Glen said he likes working with Wagner Equipment because they are local and easy to work with. Glen commended Alex Kaiser , Kurt Garbin , Patricia Balleck , and Brian Bray . HOBBS (13) RDL EXCAVATION CONSTRUCTION – GLEN PEARCE Glen stated that Roy Hutchison communicates very well with him and so do the technicians, especially with providing service status updates. Glen added that Wagner Equipment is very easy to work with. ENERFLEX ENERGY SYSTEMS INC – MELISSA WILLIAMSON Melissa said she likes working with Debra Gray because she is nice, always helpful, and is knowledgeable. WATSON CONSTRUCTION – JAIME BAEZA Jaime said he has been doing business with Wagner Equipment for 18 years. Jaime stated one person he likes to work with is Bo (Ron) Smith . Jaime said Bo will go out of his way to return his calls and research parts. USA COMPRESSION PARTNERS LP – TANISHA PRESCOTT Tanisha said David Beltran worked on the ECM and did a good job! Tanisha said the entire Wagner Equipment team worked fast and got her in and out quickly. HAYDEN (04) WAGNER CASH/HAYDEN – NATHAN HICKS

LAS CRUCES – WAGNER RENTS (0021) SANDY JONES CONSTRUCTION – SANDY JONES Sandy said Todd Hamilton always checks to ensure he gets what he needs.

Continued on page 7

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PUEBLO – WAGNER RENTS (0002) ATLAS ENERGY SERVICES LLC – TOM EKLUND Tom commented that Wagner Rents did a good job of delivering the equipment and unloading it on time. PUEBLO (03) MINERAL COUNTY COURT HOUSE – DANNY ROGERS Danny stated that Wagner Equipment provides good service. Danny added that he likes Jim Barrett , the service technician. He added that Jim helps them out and does a good job. CHAFFEE COUNTY – DENNIS HECKEL Dennis stated that he likes the parts guy, Robert Genova . Dennis said that Robert will help you out, walk you through things and help you look things up to make sure you’re getting the correct part. J W CATTLE RANCH LLC – BARR WARREN Barr said when he calls Wagner Rents, they get what he needs, and gets it on time! Barr said the staff at Wagner Rents Pueblo does a great job. Barr would especially like to commend Mary Randl . ASI CONSTRUCTION LLC – DAVE GRANO Dave said Wagner Equipment always provides good service. SILVERTHORNE – WAGNER RENTS (0015) COLORADO TIMBER RESOURCES LLC – KEVIN AVERY Kevin stated that Jeremy Flowers is very knowledgeable and good with customer support. A-PEAK INC – JOE QUARANTILLO Joe stated that his representative, Mike Clark Jr , knows and greets him by name. Joe stated that Mike knew exactly what he needed to purchase and got it done. Scott said the staff at Wagner Rents in Steamboat Springs realizes the importance of the business he is running and they drop whatever they are doing to provide great customer service. Scott said Wagner Rents helps him keep his equipment running. Scott said the whole staff is awesome, the customer service is outstanding and excellent. Scott said all three steps in the process are handled well: 1) The first point of contact when placing the request 2) When the services are performed 3) When they follow-up the next day to see if things are running properly TECH PRODUCTS (97) SCOTT CONTRACTING INC – BRIAN GARRAMONE Brian said Steve Meitler , the parts representative at SiTech Rocky Mountain is always on top of it, quick. STEAMBOAT – WAGNER RENTS (0013) R A I ENTERPRISES – SCOTT OWENS

Continued on page 8

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WINDSOR (09) WOOD GROUP USA INC – LARRY MAHL Larry said Jimbo Thompkins always helps him when he is in a bind. Larry said Jimbo takes care of whatever the problem is, including getting a mechanic involved. WOOD GROUP USA INC – KYLE RICHARDS Kyle said every time he needs something, Wagner Equipment in Windsor finds it. Kyle said everyone is great at the Windsor store and especially Jimbo Thompkins and Jenna McStotts . M M FARMS – BILL MARK Bill said Wagner Equipment in Windsor provides excellent service. Bill has done business with Wagner Equipment for 50 years. Bill said the staff in Windsor all do a great job, including Therron Carlson and Jenna McStotts . BENTLEY WELDING INC – KYLE BENTLEY Kyle commented that his sales representative, Kyle Melby , takes good care of him. One phone call is all it takes and his needs are taken care of. LONGS PEAK DAIRY LLC – OCTAVIO QUINTANNA Octavio said Wagner Equipment has very good customer service. KIEWIT INFRASTRUCTURE 103174 – TYLER VON BERGEN Tyler said Wagner Equipment provided the parts he needed to get his job done. CROSSFIRE LLC – JEFF LAW Jeff emails Wagner Equipment for parts and receives a quick and accurate response. Jeff enjoys working with Andrew Quirk and Therron Carlson .

LearnMore 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 providerWagner uses to conduct our customer loyalty surveys. HTTP://BLOG.THEDANIELGROUP.COM Have questions? 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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