Customer Loyalty Newsletter - November 2018

ONE PROFESSIONAL TEAM ISSUE 25 Customer Loyalty Newsletter – Nov 2018

NPS SCORES May 1, 2018toOctober 31, 2018

In this issue:

Page 2 Sears: Could Better Service Have Saved it? Page 5 Good Job Report Page 9 One Professional Team!

Steamboat – Wagner Rents (0013)

96.77% 96.15% 95.35% 89.47% 88.89% 87.50% 86.84% 85.00% 83.33% 83.33% 83.12% 82.46% 82.35% 80.59% 80.95% 80.49% 80.00% 79.31% 77.59% 77.42% 76.00% 74.60% 74.42% 74.29% 74.29% 72.73% 72.41% 67.31% 65.93% 65.00% 62.50% 50.00%

2 nd Steel (98) Durango (01)

Albuquerque – Wagner Rents (0016) Grand Junction – Wagner Rents (0011) El Paso – Wagner Rents (0017) Silverthorne – Wagner Rents (0015)

Current NPS Loyalty Score 78.21%

2018 NPS Goal 82.00%

Hayden (04)

Gypsum – Wagner Rents(0010)

Silver City (16) El Paso (12) Windsor (09)

Grand Junction (02)

GOAL = 82% Denver – Wagner Rents (0004) Fort Collins – Wagner Rents (0005) Albuquerque – Power Systems (15)

Burlington (06)

Aurora – Power Systems (05)

Loyalty Spotlight

Aurora (00)

Carlsbad – Wagner Rents (0028) Las Cruces – Wagner Rents (0021)

Tech Products (97) Albuquerque (10)

Bloomfield (11)

Pueblo – Wagner Rents (0002) Carbondale – Wagner Rents (0008)

Pueblo (03)

Giving EXCELLENT service to our customers: DAUGHERTY RANCHES LLC GARRETT WESTERN CONST CO INC

Commerce City – Wagner Rents (0012)

Hobbs (13)

Colorado Springs (39)

MINI CONCRETE MATERIALS INC ( Read more in the “Good Job Report” pgs. 5-8)

Yuma (38)

Carlsbad (14)

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LearnMore about Loyalty:

Click here and subscribe to the Daniel Group Blog. The Daniel Group is the providerWagner uses toconduct our customer loyalty surveys. HTTP://BLOG.THEDANIELGROUP.COM Have questions? Call Talina Jones at extension 3216.

Sears: Could Better Service Have Saved It?

–An Article by Lynn Daniel

Sears is now in bankruptcy. Creditors are pushing for a sale of its assets because they view the holdings of the company as…

Read article on page 3

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Sears: Could Better Service… more valuable than its worth as a going concern. Why this ignominious end? The reasons for the company’s decline are many and varied. The rise of Wal-Mart, Amazon, and Target, among other retailers as well as the growing desire to shop over the internet all contributed. I suspect that one fact not as frequently mentioned is how the shopping experience deteriorated over the years. Consider some facts about Sears: • In the 1980s, it was the massive retailer in the US and, surprising to me, the largest private employer in the country. • The company innovated in many ways. Perhaps its earliest innovation was the mail-order catalog, which made it much easier for farmers and others living outside of cities to buy products ranging from watches, clothing all the way to prefabricated houses. It also innovated by making consumer credit more readily available. • Along the way, it created some powerhouse brands such as Craftsman and Kenmore.

Article continued on page 4

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Sears: Could Better Service…

Growing up in North Carolina, I fondly remember visiting Sears stores during the 60s and 70s and thinking they were the best places to go. The stores were clean, the products displayed well, and there was usually a friendly person there to help. During the holiday seasons, I remember the stores as being very special. This older perception of Sears contrasts with my last experience at a Sears store (about three years ago). The inventory selection was not significant. The store was not very clean, and the general appearance was a bit shopworn. On this visit, I was looking for a Craftsman tool, which I could not find. Finding someone to help was difficult, and the person who finally helped me was not knowledgeable. In the words of New York Times bestselling author Grant Cardone, "Right now, it's easier to steal something from Sears than to buy something,………..The lack of customer service is putting Sears in big trouble.“

Would a better customer experience have saved Sears? In the absence of investments in employee training, improved store appearance, better inventory selection, and a strong internet presence, probably not. Having a service experience that customers talk positively about could have created some time and flexibility for management to come up with new options for Sears. No matter whether shoppers come into a store or buy online, they want a good experience. Even in the business-to-business world where we work, the “retail” experience is becoming more critical. Companies that are selling construction, agricultural and other equipment are paying more attention to the experience. After all, managers in these companies realize that it takes a great product and an excellent service to be successful in the long run.

• • •

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2 ND STEEL (98) JASON LEONHARDT – TAMMY LEONHARDT

Tammy said the gentleman, Shawn Searls helped her over the phone. Tammy stated that Shawn was quick, knew the availability of the parts and handled the transaction efficiently and quickly. Tammy had her parts the next day.

ALBUQUERQUE – POWER SYSTEMS (15) CBRE INC – HERMAN SANCHEZ

Herman said that the technicians at Wagner Equipment are knowledgeable. Herman feels confident that Wagner Equipment can handle any issues that arise on the job. Herman said they arrived on time to complete the job. Herman said that Todd Anderson does a great job. TEXAS INDUSTRIAL ENGINE INC – TOM HUMPHRY Tom said that Wagner Equipment does a very good job overall. Tom said that Steve Kerns does a great job.

ALBUQUERQUE (10) SOUTHWEST CONCRETE PAVING CO – GLENN GRAY Glenn noted that Sue Van Natta did a great job!

AURORA – POWER SYSTEMS (05) VARRA COMPANIES INC – BRAD BLACKBURN Brad stated that Todd Grevious and Randy Richardson take care of him from the Truck Service Shop. ENGINEERED DEMOLITION INC – KENNY PATTERSEN Kenny stated Todd Grevious communication was superior. Kenny stated communication is key when needing to know how the service is going but Todd went above and beyond. WEIFIELD GROUP CONTRACTING LLC – JOE WILLS Joe stated Wagner Equipment had timely delivery and were easy to work with. Joe stated Todd Grevious was great at answering questions.

See more on page 6

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AURORA (00) FLATIRON CONSTRUCTORS INC – KRIS GILBERT Kris stated that he likes Jimbo Thompkins. Kris said Jimbo really takes good care of him. 3E EXCAVATING WET UTILITIES – ELIAS LOYA Elias stated that Joel Vos was really helpful and went out of his way to get questions answered. GMCO LLC OF COLORADO – DUSTON Duston stated that he really enjoyed working with Michelle Devine, she was phenomenal. LINCOLN COUNTY – JEFF HONEYCUTT Jeff said Eugene Mora and Scott Grove, provided good service. Jeff said they were very helpful. Jeff said Eugene worked with him on pricing and got the equipment within his budget. Jeff said Eugene was fantastic.

CARBONDALE – WAGNER RENTS (0008) WHEATLEY TRACT 2 LLC – BEN HANCOCK Ben stated that Marilyn Stambuck is very friendly.

COLORADO SPRINGS (39) CHEROKEE METROPOLITAN DIST – MARK CUCHIARA Mark stated that Mike Patterson in parts, is always very good, professional, and very helpful.

DURANGO (01) PUBLIC SVC CO OF NEW MEXICO – ADAM BARNARD

Adam stated that Nick Freeman was very thorough. Adam added that he’s known the guys at the shop for a long time and he said Wagner’s Durango staff is dedicated, trustworthy, communicate well and are a good group of people. EL PASO – WAGNER RENTS (0017) EL PASO NATURAL GAS – JAVIER SOTO Javier mentioned that Rick Rodriguez is great to deal with and treats him good.

Continued on page 7

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EL PASO (12) DAUGHERTY RANCHES LLC – LEANNA BELL Leanna stated Casey Preece is fantastic. Leanna said Casey lets them know what’s going on and he is quick to respond to their emails. GARRETT WESTERN CONST CO INC – KERRY GARRETT Kerry said Mason Buckland is very knowledgeable and very helpful. MINI CONCRETE MATERIALS INC – BENNY GARCIA Benny said Ruben Ortiz was very helpful and informative. Benny said Ruben told him what needed to be repaired and gave him advice as to what to do, which he appreciates. GROENDYKE TRANSPORT EL PASO – SHELLY LONG Shelly said that she and Wagner Equipment work well together. Shelly added, Wagner Equipment is very honest with her. Shelly would especially like to commend Casey Preece and Dustin Hodd. GRAND JUNCTION (02) GOULD CONSTRUCTION INC – EVEN GOULD Even stated that he liked the availability of Wagner Equipment’s technicians and their ability to get the job done on the same day.

HOBBS (13) BNSF RAILWAY SIGNAL DEPT – STEVEN BERGER

Steven liked that the technician, Carlos Avila, who provided good communication. Steven stated Carlos advised him about the filters and asked what he needed and did not need. Steven feels that Carlos did really good job overall.

LAS CRUCES – WAGNER RENTS (0021) BAR CACTUS RANCH – ROBER GOBLECK

Robert stated that Wagner Rents has great salesmen, David Salazar and Eugene Mora, who followed up and were very kind. Robert stated that David and Eugene thoroughly went through the details of the machinery with him. Robert said they took their time, even though it was really hot outside.

Continued on page 8

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LAS CRUCES – WAGNER RENTS (0021) MWI INC – BELEN MORA-SOLANO

Belen stated Casey Conner was wonderful. Belen stated they ran into some issues on a current project and Casey was available and made working with Wagner easy. Belen added, it was a really nice experience overall. Belen stated she will use Wagner again because of Casey. She said Casey is wonderful, her experience was flawless and not stressful.

SILVER CITY (16) FREEPORT – MCMORAN CHINO MINES – RANDY DOMINGUEZ

Randy shared that Wagner’s service is always quick and if there is any question or anything going on, Wagner communicates really well. Randy added Ruby Alarcon and Randy Adler are always pleasant to work with, communicate well and they are on top of it. TECH PRODUCTS (97) TRANSPORTATION TECH CTR INC – RICHARD CHAPARRO Richard stated that Farshad Behbahani was very attentive to his needs, always returned his phone calls and had a quick turnaround time. WINDSOR (09) JD ENTERPRISES – NICK HOGAN Nick stated Jacob Clarkson at the parts counter is awesome and does a good job.

Actions of Significance is a recognition program for nominated individuals who go above and beyond in facilitating exceptional customer experience and/or safety. Nominate a co-worker you feel goes above and beyond by contacting Talina Jones in the Marketing department.

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One Professional Team!

ALBUQUERQUE – FMI Pictured above is the second TRP truck that the Albuquerque store has rebuilt for FMI. They had two more in process at the time this picture was taken in Sept. This is great business for us!! The picture includes the crew that worked on this particular truck. As you can see it takes quite a few technicians working together as a team to complete such a big job. This one was completed in 45 days from the day the new frame arrived from Cat. – Tim Eldred

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