Customer Loyalty Newsletter - November 2017

Customer Loyalty Monthly Newsletter

oNe ProFessIoNaL team

Issue 14

Customer Loyalty novemBer 2017

Goal = 82% Current Score = 79.26%

In this issue:

THE IMPORTANCE OF LISTENING TO THE ‘QUIET’ CUSTOMER by Lynn Daniel, the Daniel Group

Cover Story the Importance to Listening to the ‘Quiet’ Customer

Good Job report

page 3

NPs scores

page 8

Learn More about Loyalty:

Do you find that you often focus on the happy or angry customers but not the quiet customers? are you assuming the silent ones are delighted since they are not complaining? think again. I will never forget the wisdom imparted to me by a quite experienced sales manager within a few weeks of my first job. “I love dealing with two types of customers, the happy and the mad. I hate dealing with the quiet ones.” He explained that the mad customer would quickly tell you what is bothering them if you let them. the happy customer would also let you know what they really liked. the quiet customer may sometimes have an

Click here and subscribe to the Daniel Group Blog. The Daniel Group is the provider Wagner uses to conduct our customer loyalty surveys.

HTTP://BLOG.THEDANIELGROUP.COM/BLOG

Have questions? Call Talina Jones at extension 3216.

see more on page 2

Customer Loyalty | November 2017 | ISSUE 14

2

Continued from page 1

issue, but you might never hear about it until they started using another brand. In the surveying world, happy and mad customers respond but, too often, others do not feel strongly enough to respond to a survey even though they didn’t have a great experience. They just delete the email or do not take the call.

From our research, we see this play out. We ask the Net Promoter question in our surveys. We also probe for reasons behind the score on the likelihood to recommend question. One of the response options is “No Reason.” Our data shows that: • Detractors answer “No Reason” 5.9% of the time • Promoters answer “No Reason” 0% of the time • Passives answer “No reason” 27% of the time These Passives are the quiet customers. The experience was not great but not awful just not memorable. What are these customers NOT telling us? Our research shows us that most of the time that their ambivalence

has less to do with the objective experience and more with the emotional aspects of the experience. Their “No Reason” isn’t about the logistics of the experience. Their “No Reason” is about how they were treated personally. These “quiet” customers are not telling you something you need to know. Sometimes, they may not be able to pinpoint what it is. Often something just didn’t ‘feel right.’ When you have one of these types of customers, I suspect they have something to say, but they may not know how to say it. In these situations, engaging these quiet customers is the only way to find out what made them uncomfortable at your dealership or location. From these customers, you will learn about their experience with a focus on professionalism and attitudes that you wouldn’t hear otherwise.

Customer LoyaLty | November 2017 | Issue 14

3

AlBuQuerQue Albuquerque - Power Systems (15) HONSTEIN OIL CO Gus Garcia Gus stated he is very happy with Will Trimble. Gus stated Will updates him consistently with information he needs on his machines. Albuquerque - Power Systems (15) LAS VEGAS MEDICAL CENTER - RALPH MARTINEZ “Ralph stated the technician, Todd Anderson was very friendly and answered all his questions. Todd helped to figure out what the problem was with the equipment. Ralph stated, when he called the first time he was transferred and could not get to the right person. Ralph stated he finally spoke with a technician and was told he was not the correct person. This technician told Ralph he would need to email them to get the technician he needed to schedule service. Ralph stated his rating was based on the problems he had when he first called in to schedule his service.”

Albuquerque - Power Systems (15) AIR PRODUCTS CHEMICALS INC - DAN MERZKE Dan stated the technician, Brad Ness was very personable and did exactly what needed done. Dan stated Brad did the job very well. Dan stated that he has utilized Wagner Equipment Co every year for the last 5 years and that Wagner Equipment Co does a good job. Albuquerque - Power Systems (15) CELEBRITY FEEDERS LLC - BROOKE JONES Brooke stated Damon Brown was wonderful to them on this experience. Albuquerque - Wagner Rents (0016) SUNLAND ASPHALT - MARIO DURAN Mario stated that Joel Crews was great to work with and did a good job. Albuquerque - Wagner Rents (0016) CITY OF SANTA FE - ANDY ROMERO Andy complimented the technican’s. Albuquerque - Wagner Rents (0016) ENTACT ASSOCIATES, LLC - JAMES CURL James stated that Justin Van Natta did well when any needs were brought to his attention. Albuquerque - Wagner Rents (0016) RUST CONSTRUCTORS INC - DAVID RICHARDS David stated he worked with Justin Van Natta, his usual contact at Wagner Rents and it went well. David said he’s done business at Wagner Rents for quite a while and has a good working relationship with them. Albuquerque (10) EMCO OF SANTA FE LLC - RUSS GUTHRIE Russ said that two guys stopped what they were doing to help him Mario Nunez and Albert Wharton. Albuquerque (10) QUAY COUNTY - LARRY MOORE Larry said Wagner Equipment Co takes care of him. If there are any issues his sales rep Ken Sandoval will handle it right away. Albuquerque (10) VELOCITY BUILD LLC - AUGIE SEYMOUR Augie said his reason for recommending Wagner Equipment Co is his overcall, constant experience with them and his Wagner sales representative, Carlos Rede. Augie said that Carlos is “on the ball” and able to get things he needs. Even if Carlos has to track them down. Therefore, Wagner Equipment Co is the first place Augie calls for his rental needs. Augie had no suggestions for Wagner Equipment Co but stated that Wagner Equipment Co is meeting his expectations and what he asks of them. Including getting equipment to his site(s) when needed and being able to contact them to get his needs filled.” Albuquerque (10) RED ROOF DAIRY RONNIE CLARK - Ronnie said that the service staff was great and easy to talk with. Ronnie specifically mentioned Heather Price. Ronnie said that when he called in he spoke to Heather and informed her of the problem. Heather tentatively diagnosed the problem and ordered the part. Ronnie said that Heather had the part sent to the drop box in case he needed it over the weekend and scheduled the technician to come out as well. Ronnie said that the technician came out on Tuesday for the repair. Ronnie said it took few days for the field service because he is located far away from them. Albuquerque (10) GUZMAN CONSTRUCTIONDENNIS MAEZ - Dennis stated the promptness and the courteousness of Jason Parker have been excellent. Albuquerque (10) DESERT UTILITY AND PAVING - SCOTTY CARL Scotty said that the lady that he deals with, Heather Price, is right on top of things. Heather is also able to get him in for service, even if they are booked. Aurora - Power Systems (05) VERIZON - SCOTT BENNISH Scott said his Wagner Equipment Co sales rep Don Armijo is detailed oriented and gets right on top of anything he asks. Scott said the technicians on site do a very good job as well. See more on page 4

Customer Loyalty | November 2017 | ISSUE 14

4

Aurora - Power Systems (05) ROCKY MTN RECYCLING - MONDA OJEDA Monda stated the customer service was great. He added Amber Polston and Todd Grevious were quick and great. Monda said they know his information, they didn’t make him wait and scheduled him in right away. Monda stated Randy Richardson, who worked on his truck, was able to fix it in one service. Monda stated Randy let him know the status and where he was with working with his truck. Aurora - Power Systems (05) VERIZON - SAM MCGILL Sam stated that the technician (name unknown) was well-experienced and did very good work, and although an issue then occurred in that the generator sounded an alarm when next used and was thought to possibly be due to a wiring harness problem, the problem turned out to be due to a blown control fuse which the technician came back and resolved, so the overall service experience was good. Aurora Aurora (00) ARBOR VALLEY NURSERY - JAKE LIRA Jake stated that the sales person, Eric Davidson, was awesome in getting a bottom line price for him, so he did not have to haggle over the price. Jake stated that they should keeping doing what they are doing because Wagner Equipment Co is awesome to deal with. Aurora (00) NIES INC - STEVE NIES Steve stated Wagner Equipment goes out of the way to help him.Steve said on a recent order he had a part number change, but Wagner Equipment Co located the part and told him when it would be there. Steve said, as a result, he knew when his machine would be back in operation. Aurora (00) EMR LLLP - BLAIR GAB Joel Voss did a good job with the rental. Blair said that they would like to speak to the design engineers. Blair mentioned that they have tried to do that and have some input. Blair said that they fixed some of the issues on one machine in particular, but it truly is design engineers that they would like to speak to. Since they actually service the actual contractor. While Wagner Equipment Co is sharp and do a good job overall, this is something they can do on a daily basis to improve upon. Aurora (00) MARTIN MARIETTA MATERIALS - DIANE NIX Diane stated that Wagner Equipment Co does a good job and Rick Bendt is great at keeping track of her account and keeps her updated on her parts orders. Aurora (00) USDA-ARS-WMR - GERALD BUCHLEITER Gerald stated that the sales representative, Chance Ouellette was good at understanding his needs and what he wants to do. Gerald said that Chance helped him try to figure out what pieces need to be put together to make it work. Gerald stated that if Chance said was going to do something, he would get it done in a timely manner. Aurora (00) USA ENVIRONMENT LP - MIKE MAGUIRE Mike stated that he likes the customer service and the whole experience. Mike stated that the sales representative, Ken Hearn, was outgoing. Mike stated that Ken answers every call and meets every need. Aurora (00) EMORE INC - LINDSAY LAMPRIGHT Lindsay stated that Jeremy Butt knows what he is doing and made the whole process very easy. Aurora (00) GERALD H PHIPPS INC - KEVIN HUPS Kevin stated that he likes the sale rep, Brian Moinet. Kevin stated that Brian is very efficient and got the information he needed right away. Kevin said that he took care of them. Aurora (00) A O GENERAL CONTRACTORS - ABELARDO OLIVAS Abelardo stated that Desi Cooper, the sales representative, explained everything and was very meticulous. Abelardo stated that Desi assured him that everything would be done right. Bloomfield Bloomfield (11) NM STATE HWY DEPT MAINT SPT - CHANEY MASSEY Chaney stated he liked the atmosphere and one gentleman was very helpful and really went out of his way to work in the issue that he had and trying to get approval from the state. He gave him a tour of the shop and Chaney had a great experience. He added their service is great. Carbondale Carbondale - Wagner Rents (0008) CUC CONSTRUCTION - JAVIER HIRTADO Javier stated when he called they have a guy named Peter Markowitch and he is always there to work on the machines and does a great job. Carbondale - Wagner Rents (0008) FCI CONSTRUCTORS INC - GJC - JEREMY BOWERS Jeremey stated Jason Love has aways given him great service and is very timely. Colorado Springs

Colorado Springs (39) MARKIT FORESTRY MGMT LLC - DAVE FOX Dave said that John Renz and Dale Boyd are great and know what they are doing; they are good mechanics that are

See more on the following page

Customer Loyalty | November 2017 | ISSUE 14

5

very professional. Dave also said that John ordered all of the special tools needed before he came out, he knew exactly what he was doing and was very well prepared. Dave said it difficult to reach the Service Manager here, so he had to call Steve Mudge instead sometimes, but once the Service Manager is reached he is on it. Dave also repeatedly made note of the fact that this technician’s service truck needs to be addressed, because it is need of being replaced and led to this service being rescheduled twice due to breakdowns while it was enroute to the job.” Colorado Springs (39) EL PASO COUNTY - JOHN TARVAINEN John stated that everyone there is very versatile. John stated that Madellyn Torres, who works on the rental counter, was able to look up all his parts and tell him where they were at and give him the availability of them. John stated that time is always of the essence and trying to find out availability of parts and the time frame of when you can obtain your parts is important. John stated that every experience he has with Wagner Equipment Co is good. John stated that they are a quality, professional team and work very well together. John stated that everyone can do enough of the next person’s job Commerce City - Wagner Rents (0012) GRANITE LLC - SHAWN WALKER Shawn stated that Nathan Refvem and Colton Waters each are superstars and they are the reason why he comes back. Shawn also stated that he couldn’t express enough how great they are. Commerce City - Wagner Rents (0012) ASSURED SERVICES LLC - TYLER BARBRETyler would recommend Wagner Rents because Jimbo Thompkins got on the equipment fast, every time. Also, with Jimbo it was super easy to schedule this service. Commerce City - Wagner Rents (0012) BROWN BROTHERS ASPHALT CNC - TRAVIS KENNEDY Travis said he did not visit the store but actually called Eric Caplin at Wagner Rents on the phone and he found what he needed and brought it out to him personally. Denver Denver - Wagner Rents (0004) LOBATO CONSTRUCTION LLC - RITO ARMENDARIZ Rito stated that Adam Schafer did a good job of texting him to keep him informed and to get confirmation from him to go ahead or not with the work. Rito stated that he likes how Adam communicated with him. Durango Durango (01) BRENNAN OIL INC - JASON SCHMIDT Charlie stated that Wagner Equipment Co is great and would rate them a 20 if possible. Charlie also stated that he has had a long time relationship with them and that Billy Waters is excellent. Charlie stated that Wagner Equipment Co knows exactly what they are doing. Charlie stated he is very satisfied because they fixed the truck. Charlie stated to keep up the good work. El PASO El Paso (12) BUENA TIERRA RANCH - RICHARD FORD Richard said he contacted his salesman Eugene Mora. Richard said the technician came from Albuquerque. Richard said the service technician, Buddy Simpson was very professional. Richard said they communicated about the timing and coordination, even when they were waiting on parts. Richard said they arrived on time, despite being 2-1/2 hours away. Richard said the experience was phenomenal. Richard could not recall the technician’s name. El Paso (12) CITY OF ALAMOGORDO - FLOYD HORNBACK Floyd stated that Buddy Simpson has worked with him for five years and always does a great job. El Paso (12) DREWERY CONSTRUCTION CO - MORRIS DANIEL Morris said that this service was for work on this machine’s crushers and the field technician Edwin Haynie, did really well, and that he was very pleased with this Edwin because he does his job and, based on this and past experiences with this same technician, he knows Edwin is someone that will come out and stay late at night if needed to complete a job. Morris also stated that Edwin did well regarding having arrived when promised, having brought extra items (parts, tools, etc) with himself in order to have the job covered and be able to complete the service and this is something he is known to have done this in the past too, unlike most other Wagner technicians. El Paso (12) G S DIESEL SERVICES - BRENDA GAUCIN Brenda stated Jose Reyes who sells the parts is very helpful. Brenda stated that Jose helps her with anything she needs. Brenda said she had trouble ordering online one time, but said Jose was able to direct her to a department that could help. Also, Brenda stated that Jose provides good customer service and works to make sure the parts come in on time. See more on page 6 that nothing suffers. Commerce City

Customer Loyalty | November 2017 | ISSUE 14

6

See more on the following page Pueblo (03) TRINCHERA PROPERTY MGMT - JOHNATHAN LOPEZ Jonathan said Wagner Equipment Co is nice, knowledge and professional. Johnathan said if he does not know what parts he is looking for they pull up the VIN numbers of his equipment to ensure the part is correct. Johnathan said they stock most parts he needs or can call the Denver store to get parts overnight to him. Johnathan said Wagner is great about checking back in with him if he is on hold via the phone to make sure he has been helped. Silverthorne Silverthorne - Wagner Rents (0015) HIGHLAND GALLOWAY INVSMT INC - DAVID ALLEN El Paso (12) CAMINO REAL ENVIRONMENTAL - JUAN CARLOS Juan stated that Jose Reyes does a great job and communicates well. Fort Collins Fort Collins - Wagner Rents (0005) GARNEY COMPANIES INC - CAREY WOODS Carey stated that he has been working with Mike Loser. Cary said that Mike is very helpful and he has a good working relationship with him. Carey stated that it was a great experience and he has used them several times. Fort Collins - Wagner Rents (0005) LAWSON CONSTRUCTION CO - MATT WILL Matt stated his Wagner Rents sales representative, Dave Ray, is easy to work with and very responsive. Grand Junction Grand Junction - Wagner Rents (0011) MINOVA - CARL MONTOYA Carl stated Keely Mower was very helpful and they talked on the phone about 5 times just trying to get everything correct. Carl stated he has nothing negative to say. Grand Junction (02) LOWERY EXCAVATING INC - RALPH LOWERY Ralph stated that the way they worked with him on everything, the field guy, Steve Smith, stopped at the house and he picked it up and took it down and they worked on it and then brought it back for him. Ralph stated that it is already back and working again. Ralph stated that he wants to thank them for working with him and make everything going smoothly. Grand Junction (02) PHILLIPS MACHINE SERVICES INC - CHRIS PORTER Chris stated Wagner Equipment Co does a good job. Chris stated Wagner Equipment’s staff is knowledgeable and helpful with finding parts when her staff doesn’t have the parts numbers. Chris said, especially Kris Heikes; he is very helpful to them. Grand Junction (02) NEWPARK MATS INTERGRATED - BRET BERTA Bret said he uses them everyday and they do an incredible job. Bret said he really likes the technician, Mike Mendoza. Bret said he is a good technician. Bret said he recommends them all the time because he likes the office personnel and the technicians. Bret said he has known all of them for a long time and they always do a good job. Gypsum Gypsum - Wagner Rents (0010) SOUTHWESTERN PAINTING BARBRA HURTADO − Barbara stated that Cheryl Garcia in billing was nice, the billing was great and the price was correct. Barbara stated that many times, at the end of a rental the prices have changed from the initial price. Barbara stated that they stayed the same. Hobbs Hobbs (13) CONTROLLED RECOVERY INC - DANIEL HOMAN Daniel said that Domingo Avila is doing a great job at keeping the warehouse for the parts running efficiently so now he gets his parts faster. Pueblo Pueblo (03) JOHN PLATT - JOHN PLATT Mr. Platt stated that he worked with Randy Scott on this service. Mr. Platt said Randy was very nice to him, communicated throughout the service, gave him an estimate and completed the work correctly. Pueblo (03) MYERS BROS TRUCK TRACT RPR - JEREMY TOLSMA Randy said that Shane Irving was very quick to get him what he needed and that he was good to work with. Pueblo (03) MOORES QUALITY EARTHMOVING - ERIC MOORE Eric stated that Chris Morgan does everything very well but they do not have enough field technicians that are qualified like Chris. Pueblo (03) ROSELAWN CEMETERY ASSOC - SYDNEY STEWART Sydney said David Magnino at Wagner Equipment was excellent and experienced. Sydney added that David was able to bring back a piece of equipment that they thought could not be. Sydney said David did way more that they thought could be done.

Customer Loyalty | November 2017 | ISSUE 14

7

David stated their parts specialist, Jeremy Flower is extremely helpful and they are easy to deal with. Silverthorne - Wagner Rents (0015) A-PEAK INC - JOE QUARANTILLO Joe stated he was able to give Jeremy Flower a call and he made sure they had everything he needed in stock. Silverthorne - Wagner Rents (0015) DENVER WATER BOARD - RICK GEISE Rick stated he was very impressed with everyone. Rick stated everyone was positive, up beat, and in good moods. Rick stated he was impressed with the availability of the equipment, as it was very short notice. Rick stated they even got a brand new piece of equipment and it was perfect. Lastly, Rick added the equipment was delivered and picked up in a timely fashion. He stated he was extremely impressed. Silverthorne - Wagner Rents (0015) SUMMIT COUNTY ROAD BRIDGE - CASEY SHROEDER Casey stated Joe Chavez has gone above and beyond with customer service. SteamBoat Springs Steamboat - Wagner Rents (0013) HAIGHT ENT INC MARK HAIGHT − Mark stated that Kurt Garbin is a great sales rep. Steamboat - Wagner Rents (0013) NORTH ROUTT EXCAVATING STAN WAGONER − Stan stated that Kurt Garbin at the shop takes very good care of him. Tech Products Tech Products (97) LOGAN DANIEL - LOGAN DANIEL Logan said that the technician, Luke Klausner, is really good. Tech Products (97) CROSSFIRE LLC - TOM LEFFEW Tom stated that the Luke Klausner was thorough and he took care of other issues he found. Tech Products (97) ESCO CONST CO - DAVID GOMAZ David stated Steve Meitler at SITECH Rocky Mountain Repair Center is really helpful and knowledgeable. Dave also stated he had to take the DG613 in to SITECH Rocky Mountain Repair Center two different times; and after taking it back this last time it won’t take a charge. Dave said the DG613 is back at SITECH Rocky Mountain Repair Center to address the charging issue. Dave also stated he is considering doing a trade-in for the DG613 and he is already in contact with a SITECH Rocky Mountain Repair Center representative. Tech Products (97) MURRAY DRYWALL INSULATION - ERIN ARTHERTON Erin said Farshad Behbahani was very knowledgeable and answered the questions they had about the new equipment they’d purchased. Windsor Windsor (09) TRIPLE K - DAN KLAUSNER Dan stated that he had a break down on Labor Day weekend and Brent Lambrecht, the mechanic, was feeling sick at that time and he was able to talk to him on the phone to see what the problem was. Dan stated that Brent was on call on Sunday and he had to go on a job and he got the belt for him in the Windsor store and dropped it off so he could get it and put it on Monday. Dan stated that he was very happy with that. Windsor (09) MIDWEST TRUCK PARTS/SVC INC - CRAIG DERENZO Craig stated that the parts staff was very knowledgeable and helped him find parts that he didn’t even know he needed. Windsor (09) SILVER REEF ORGANIC FARMS - GREG SCHREINER Greg shared Bill McQueary,who schedules the service, does a good job and the service team take good care of him, there for his farm and pretty timely. Greg added two to three days out for service works for him and is good. Windsor (09) GRANITE LLC - SHAWN WALKER Colton Waters and Nathan Refvem did a good job. Windsor (09) MTN CONSTRUCTORS INC - MIKE SCHEMM Mike said that Nathan Refvem, was able to fit him into the schedule. 2nd Steel 2nd Steel (98) LAZOR EXCAVATING bill lazor - He stated that Paul White and Brian Fritz were great.

Customer LoyaLty | November 2017 | Issue 14 npS SCoreS

8

may 1, 2017 october 31, 2017 Carbondale - Wagner Rents (0008)

100.00% 100.00% 94.44% 92.31% 92.00% 88.10% 87.96% 85.71% 85.19% 85.00% 84.75% 84.71% 84.31% 82.93% 82.22% 81.08% 80.70% 80.00% 78.95% 78.48% 76.56% 76.06% 75.63% 75.53% 75.45% 74.07% 73.60% 72.22% 68.00% 61.82% 59.26%

Gypsum - Wagner Rents (0010)

Silver City (16)

Steamboat - Wagner Rents (0013)

Grand Junction - Wagner Rents (0011)

2nd Steel (98)

Grand Junction (02)

Silverthorne - Wagner Rents (0015)

El Paso - Wagner Rents (0017)

Fort Collins - Wagner Rents (0005)

Pueblo - Wagner Rents (0002)

Commerce City - Wagner Rents (0012)

79.26%

Durango (01)

Albuquerque - Wagner Rents (0016)

Colorado Springs (39)

goAl = 82% Hayden (04)

Denver - Wagner Rents (0004)

Pueblo (03)

Aurora - Power Systems (05)

People may HEAR your words, but they feel your attitude

Windsor (09)

Tech Products (97)

Albuquerque - Power Systems (15)

Albuquerque (10)

Bloomfield (11)

El Paso (12)

Aurora (00)

Hobbs (13)

Carlsbad - Wagner Rents (0028)

Las Cruces - Wagner Rents (0021)

Burlington (06)

John C. Maxwell

Yuma (38)

Carlsbad (14)

oNe ProFessIoNaL team

Issue 14

Customer Loyalty novemBer 2017

Goal = 82% Current Score = 79.26%

In this issue:

THE IMPORTANCE OF LISTENING TO THE ‘QUIET’ CUSTOMER by Lynn Daniel, the Daniel Group

Cover Story the Importance to Listening to the ‘Quiet’ Customer

Good Job report

page 3

NPs scores

page 8

Learn More about Loyalty:

Do you find that you often focus on the happy or angry customers but not the quiet customers? are you assuming the silent ones are delighted since they are not complaining? think again. I will never forget the wisdom imparted to me by a quite experienced sales manager within a few weeks of my first job. “I love dealing with two types of customers, the happy and the mad. I hate dealing with the quiet ones.” He explained that the mad customer would quickly tell you what is bothering them if you let them. the happy customer would also let you know what they really liked. the quiet customer may sometimes have an

Click here and subscribe to the Daniel Group Blog. The Daniel Group is the provider Wagner uses to conduct our customer loyalty surveys.

HTTP://BLOG.THEDANIELGROUP.COM/BLOG

Have questions? Call Talina Jones at extension 3216.

see more on page 2

Customer Loyalty | November 2017 | ISSUE 14

2

Continued from page 1

issue, but you might never hear about it until they started using another brand. In the surveying world, happy and mad customers respond but, too often, others do not feel strongly enough to respond to a survey even though they didn’t have a great experience. They just delete the email or do not take the call.

From our research, we see this play out. We ask the Net Promoter question in our surveys. We also probe for reasons behind the score on the likelihood to recommend question. One of the response options is “No Reason.” Our data shows that: • Detractors answer “No Reason” 5.9% of the time • Promoters answer “No Reason” 0% of the time • Passives answer “No reason” 27% of the time These Passives are the quiet customers. The experience was not great but not awful just not memorable. What are these customers NOT telling us? Our research shows us that most of the time that their ambivalence

has less to do with the objective experience and more with the emotional aspects of the experience. Their “No Reason” isn’t about the logistics of the experience. Their “No Reason” is about how they were treated personally. These “quiet” customers are not telling you something you need to know. Sometimes, they may not be able to pinpoint what it is. Often something just didn’t ‘feel right.’ When you have one of these types of customers, I suspect they have something to say, but they may not know how to say it. In these situations, engaging these quiet customers is the only way to find out what made them uncomfortable at your dealership or location. From these customers, you will learn about their experience with a focus on professionalism and attitudes that you wouldn’t hear otherwise.

Customer LoyaLty | November 2017 | Issue 14

3

AlBuQuerQue Albuquerque - Power Systems (15) HONSTEIN OIL CO Gus Garcia Gus stated he is very happy with Will Trimble. Gus stated Will updates him consistently with information he needs on his machines. Albuquerque - Power Systems (15) LAS VEGAS MEDICAL CENTER - RALPH MARTINEZ “Ralph stated the technician, Todd Anderson was very friendly and answered all his questions. Todd helped to figure out what the problem was with the equipment. Ralph stated, when he called the first time he was transferred and could not get to the right person. Ralph stated he finally spoke with a technician and was told he was not the correct person. This technician told Ralph he would need to email them to get the technician he needed to schedule service. Ralph stated his rating was based on the problems he had when he first called in to schedule his service.”

Albuquerque - Power Systems (15) AIR PRODUCTS CHEMICALS INC - DAN MERZKE Dan stated the technician, Brad Ness was very personable and did exactly what needed done. Dan stated Brad did the job very well. Dan stated that he has utilized Wagner Equipment Co every year for the last 5 years and that Wagner Equipment Co does a good job. Albuquerque - Power Systems (15) CELEBRITY FEEDERS LLC - BROOKE JONES Brooke stated Damon Brown was wonderful to them on this experience. Albuquerque - Wagner Rents (0016) SUNLAND ASPHALT - MARIO DURAN Mario stated that Joel Crews was great to work with and did a good job. Albuquerque - Wagner Rents (0016) CITY OF SANTA FE - ANDY ROMERO Andy complimented the technican’s. Albuquerque - Wagner Rents (0016) ENTACT ASSOCIATES, LLC - JAMES CURL James stated that Justin Van Natta did well when any needs were brought to his attention. Albuquerque - Wagner Rents (0016) RUST CONSTRUCTORS INC - DAVID RICHARDS David stated he worked with Justin Van Natta, his usual contact at Wagner Rents and it went well. David said he’s done business at Wagner Rents for quite a while and has a good working relationship with them. Albuquerque (10) EMCO OF SANTA FE LLC - RUSS GUTHRIE Russ said that two guys stopped what they were doing to help him Mario Nunez and Albert Wharton. Albuquerque (10) QUAY COUNTY - LARRY MOORE Larry said Wagner Equipment Co takes care of him. If there are any issues his sales rep Ken Sandoval will handle it right away. Albuquerque (10) VELOCITY BUILD LLC - AUGIE SEYMOUR Augie said his reason for recommending Wagner Equipment Co is his overcall, constant experience with them and his Wagner sales representative, Carlos Rede. Augie said that Carlos is “on the ball” and able to get things he needs. Even if Carlos has to track them down. Therefore, Wagner Equipment Co is the first place Augie calls for his rental needs. Augie had no suggestions for Wagner Equipment Co but stated that Wagner Equipment Co is meeting his expectations and what he asks of them. Including getting equipment to his site(s) when needed and being able to contact them to get his needs filled.” Albuquerque (10) RED ROOF DAIRY RONNIE CLARK - Ronnie said that the service staff was great and easy to talk with. Ronnie specifically mentioned Heather Price. Ronnie said that when he called in he spoke to Heather and informed her of the problem. Heather tentatively diagnosed the problem and ordered the part. Ronnie said that Heather had the part sent to the drop box in case he needed it over the weekend and scheduled the technician to come out as well. Ronnie said that the technician came out on Tuesday for the repair. Ronnie said it took few days for the field service because he is located far away from them. Albuquerque (10) GUZMAN CONSTRUCTIONDENNIS MAEZ - Dennis stated the promptness and the courteousness of Jason Parker have been excellent. Albuquerque (10) DESERT UTILITY AND PAVING - SCOTTY CARL Scotty said that the lady that he deals with, Heather Price, is right on top of things. Heather is also able to get him in for service, even if they are booked. Aurora - Power Systems (05) VERIZON - SCOTT BENNISH Scott said his Wagner Equipment Co sales rep Don Armijo is detailed oriented and gets right on top of anything he asks. Scott said the technicians on site do a very good job as well. See more on page 4

Customer Loyalty | November 2017 | ISSUE 14

4

Aurora - Power Systems (05) ROCKY MTN RECYCLING - MONDA OJEDA Monda stated the customer service was great. He added Amber Polston and Todd Grevious were quick and great. Monda said they know his information, they didn’t make him wait and scheduled him in right away. Monda stated Randy Richardson, who worked on his truck, was able to fix it in one service. Monda stated Randy let him know the status and where he was with working with his truck. Aurora - Power Systems (05) VERIZON - SAM MCGILL Sam stated that the technician (name unknown) was well-experienced and did very good work, and although an issue then occurred in that the generator sounded an alarm when next used and was thought to possibly be due to a wiring harness problem, the problem turned out to be due to a blown control fuse which the technician came back and resolved, so the overall service experience was good. Aurora Aurora (00) ARBOR VALLEY NURSERY - JAKE LIRA Jake stated that the sales person, Eric Davidson, was awesome in getting a bottom line price for him, so he did not have to haggle over the price. Jake stated that they should keeping doing what they are doing because Wagner Equipment Co is awesome to deal with. Aurora (00) NIES INC - STEVE NIES Steve stated Wagner Equipment goes out of the way to help him.Steve said on a recent order he had a part number change, but Wagner Equipment Co located the part and told him when it would be there. Steve said, as a result, he knew when his machine would be back in operation. Aurora (00) EMR LLLP - BLAIR GAB Joel Voss did a good job with the rental. Blair said that they would like to speak to the design engineers. Blair mentioned that they have tried to do that and have some input. Blair said that they fixed some of the issues on one machine in particular, but it truly is design engineers that they would like to speak to. Since they actually service the actual contractor. While Wagner Equipment Co is sharp and do a good job overall, this is something they can do on a daily basis to improve upon. Aurora (00) MARTIN MARIETTA MATERIALS - DIANE NIX Diane stated that Wagner Equipment Co does a good job and Rick Bendt is great at keeping track of her account and keeps her updated on her parts orders. Aurora (00) USDA-ARS-WMR - GERALD BUCHLEITER Gerald stated that the sales representative, Chance Ouellette was good at understanding his needs and what he wants to do. Gerald said that Chance helped him try to figure out what pieces need to be put together to make it work. Gerald stated that if Chance said was going to do something, he would get it done in a timely manner. Aurora (00) USA ENVIRONMENT LP - MIKE MAGUIRE Mike stated that he likes the customer service and the whole experience. Mike stated that the sales representative, Ken Hearn, was outgoing. Mike stated that Ken answers every call and meets every need. Aurora (00) EMORE INC - LINDSAY LAMPRIGHT Lindsay stated that Jeremy Butt knows what he is doing and made the whole process very easy. Aurora (00) GERALD H PHIPPS INC - KEVIN HUPS Kevin stated that he likes the sale rep, Brian Moinet. Kevin stated that Brian is very efficient and got the information he needed right away. Kevin said that he took care of them. Aurora (00) A O GENERAL CONTRACTORS - ABELARDO OLIVAS Abelardo stated that Desi Cooper, the sales representative, explained everything and was very meticulous. Abelardo stated that Desi assured him that everything would be done right. Bloomfield Bloomfield (11) NM STATE HWY DEPT MAINT SPT - CHANEY MASSEY Chaney stated he liked the atmosphere and one gentleman was very helpful and really went out of his way to work in the issue that he had and trying to get approval from the state. He gave him a tour of the shop and Chaney had a great experience. He added their service is great. Carbondale Carbondale - Wagner Rents (0008) CUC CONSTRUCTION - JAVIER HIRTADO Javier stated when he called they have a guy named Peter Markowitch and he is always there to work on the machines and does a great job. Carbondale - Wagner Rents (0008) FCI CONSTRUCTORS INC - GJC - JEREMY BOWERS Jeremey stated Jason Love has aways given him great service and is very timely. Colorado Springs

Colorado Springs (39) MARKIT FORESTRY MGMT LLC - DAVE FOX Dave said that John Renz and Dale Boyd are great and know what they are doing; they are good mechanics that are

See more on the following page

Customer Loyalty | November 2017 | ISSUE 14

5

very professional. Dave also said that John ordered all of the special tools needed before he came out, he knew exactly what he was doing and was very well prepared. Dave said it difficult to reach the Service Manager here, so he had to call Steve Mudge instead sometimes, but once the Service Manager is reached he is on it. Dave also repeatedly made note of the fact that this technician’s service truck needs to be addressed, because it is need of being replaced and led to this service being rescheduled twice due to breakdowns while it was enroute to the job.” Colorado Springs (39) EL PASO COUNTY - JOHN TARVAINEN John stated that everyone there is very versatile. John stated that Madellyn Torres, who works on the rental counter, was able to look up all his parts and tell him where they were at and give him the availability of them. John stated that time is always of the essence and trying to find out availability of parts and the time frame of when you can obtain your parts is important. John stated that every experience he has with Wagner Equipment Co is good. John stated that they are a quality, professional team and work very well together. John stated that everyone can do enough of the next person’s job Commerce City - Wagner Rents (0012) GRANITE LLC - SHAWN WALKER Shawn stated that Nathan Smith and Colton Waters each are superstars and they are the reason why he comes back. Shawn also stated that he couldn’t express enough how great they are. Commerce City - Wagner Rents (0012) ASSURED SERVICES LLC - TYLER BARBRETyler would recommend Wagner Rents because Jimbo Thompkins got on the equipment fast, every time. Also, with Jimbo it was super easy to schedule this service. Commerce City - Wagner Rents (0012) BROWN BROTHERS ASPHALT CNC - TRAVIS KENNEDY Travis said he did not visit the store but actually called Eric Caplin at Wagner Rents on the phone and he found what he needed and brought it out to him personally. Denver Denver - Wagner Rents (0004) LOBATO CONSTRUCTION LLC - RITO ARMENDARIZ Rito stated that Adam Schafer did a good job of texting him to keep him informed and to get confirmation from him to go ahead or not with the work. Rito stated that he likes how Adam communicated with him. Durango Durango (01) BRENNAN OIL INC - JASON SCHMIDT Charlie stated that Wagner Equipment Co is great and would rate them a 20 if possible. Charlie also stated that he has had a long time relationship with them and that Billy Waters is excellent. Charlie stated that Wagner Equipment Co knows exactly what they are doing. Charlie stated he is very satisfied because they fixed the truck. Charlie stated to keep up the good work. El PASO El Paso (12) BUENA TIERRA RANCH - RICHARD FORD Richard said he contacted his salesman Eugene Mora. Richard said the technician came from Albuquerque. Richard said the service technician, Buddy Simpson was very professional. Richard said they communicated about the timing and coordination, even when they were waiting on parts. Richard said they arrived on time, despite being 2-1/2 hours away. Richard said the experience was phenomenal. Richard could not recall the technician’s name. El Paso (12) CITY OF ALAMOGORDO - FLOYD HORNBACK Floyd stated that Buddy Simpson has worked with him for five years and always does a great job. El Paso (12) DREWERY CONSTRUCTION CO - MORRIS DANIEL Morris said that this service was for work on this machine’s crushers and the field technician Edwin Haynie, did really well, and that he was very pleased with this Edwin because he does his job and, based on this and past experiences with this same technician, he knows Edwin is someone that will come out and stay late at night if needed to complete a job. Morris also stated that Edwin did well regarding having arrived when promised, having brought extra items (parts, tools, etc) with himself in order to have the job covered and be able to complete the service and this is something he is known to have done this in the past too, unlike most other Wagner technicians. El Paso (12) G S DIESEL SERVICES - BRENDA GAUCIN Brenda stated Jose Reyes who sells the parts is very helpful. Brenda stated that Jose helps her with anything she needs. Brenda said she had trouble ordering online one time, but said Jose was able to direct her to a department that could help. Also, Brenda stated that Jose provides good customer service and works to make sure the parts come in on time. See more on page 6 that nothing suffers. Commerce City

Customer Loyalty | November 2017 | ISSUE 14

6

See more on the following page Pueblo (03) TRINCHERA PROPERTY MGMT - JOHNATHAN LOPEZ Jonathan said Wagner Equipment Co is nice, knowledge and professional. Johnathan said if he does not know what parts he is looking for they pull up the VIN numbers of his equipment to ensure the part is correct. Johnathan said they stock most parts he needs or can call the Denver store to get parts overnight to him. Johnathan said Wagner is great about checking back in with him if he is on hold via the phone to make sure he has been helped. Silverthorne Silverthorne - Wagner Rents (0015) HIGHLAND GALLOWAY INVSMT INC - DAVID ALLEN El Paso (12) CAMINO REAL ENVIRONMENTAL - JUAN CARLOS Juan stated that Jose Reyes does a great job and communicates well. Fort Collins Fort Collins - Wagner Rents (0005) GARNEY COMPANIES INC - CAREY WOODS Carey stated that he has been working with Mike Loser. Cary said that Mike is very helpful and he has a good working relationship with him. Carey stated that it was a great experience and he has used them several times. Fort Collins - Wagner Rents (0005) LAWSON CONSTRUCTION CO - MATT WILL Matt stated his Wagner Rents sales representative, Dave Ray, is easy to work with and very responsive. Grand Junction Grand Junction - Wagner Rents (0011) MINOVA - CARL MONTOYA Carl stated Keely Mower was very helpful and they talked on the phone about 5 times just trying to get everything correct. Carl stated he has nothing negative to say. Grand Junction (02) LOWERY EXCAVATING INC - RALPH LOWERY Ralph stated that the way they worked with him on everything, the field guy, Steve Smith, stopped at the house and he picked it up and took it down and they worked on it and then brought it back for him. Ralph stated that it is already back and working again. Ralph stated that he wants to thank them for working with him and make everything going smoothly. Grand Junction (02) PHILLIPS MACHINE SERVICES INC - CHRIS PORTER Chris stated Wagner Equipment Co does a good job. Chris stated Wagner Equipment’s staff is knowledgeable and helpful with finding parts when her staff doesn’t have the parts numbers. Chris said, especially Kris Heikes; he is very helpful to them. Grand Junction (02) NEWPARK MATS INTERGRATED - BRET BERTA Bret said he uses them everyday and they do an incredible job. Bret said he really likes the technician, Mike Mendoza. Bret said he is a good technician. Bret said he recommends them all the time because he likes the office personnel and the technicians. Bret said he has known all of them for a long time and they always do a good job. Gypsum Gypsum - Wagner Rents (0010) SOUTHWESTERN PAINTING BARBRA HURTADO − Barbara stated that Cheryl Garcia in billing was nice, the billing was great and the price was correct. Barbara stated that many times, at the end of a rental the prices have changed from the initial price. Barbara stated that they stayed the same. Hobbs Hobbs (13) CONTROLLED RECOVERY INC - DANIEL HOMAN Daniel said that Domingo Avila is doing a great job at keeping the warehouse for the parts running efficiently so now he gets his parts faster. Pueblo Pueblo (03) JOHN PLATT - JOHN PLATT Mr. Platt stated that he worked with Randy Scott on this service. Mr. Platt said Randy was very nice to him, communicated throughout the service, gave him an estimate and completed the work correctly. Pueblo (03) MYERS BROS TRUCK TRACT RPR - JEREMY TOLSMA Randy said that Shane Irving was very quick to get him what he needed and that he was good to work with. Pueblo (03) MOORES QUALITY EARTHMOVING - ERIC MOORE Eric stated that Chris Morgan does everything very well but they do not have enough field technicians that are qualified like Chris. Pueblo (03) ROSELAWN CEMETERY ASSOC - SYDNEY STEWART Sydney said David Magnino at Wagner Equipment was excellent and experienced. Sydney added that David was able to bring back a piece of equipment that they thought could not be. Sydney said David did way more that they thought could be done.

Customer Loyalty | November 2017 | ISSUE 14

7

David stated their parts specialist, Jeremy Flower is extremely helpful and they are easy to deal with. Silverthorne - Wagner Rents (0015) A-PEAK INC - JOE QUARANTILLO Joe stated he was able to give Jeremy Flower a call and he made sure they had everything he needed in stock. Silverthorne - Wagner Rents (0015) DENVER WATER BOARD - RICK GEISE Rick stated he was very impressed with everyone. Rick stated everyone was positive, up beat, and in good moods. Rick stated he was impressed with the availability of the equipment, as it was very short notice. Rick stated they even got a brand new piece of equipment and it was perfect. Lastly, Rick added the equipment was delivered and picked up in a timely fashion. He stated he was extremely impressed. Silverthorne - Wagner Rents (0015) SUMMIT COUNTY ROAD BRIDGE - CASEY SHROEDER Casey stated Joe Kallis has gone above and beyond with customer service. SteamBoat Springs Steamboat - Wagner Rents (0013) HAIGHT ENT INC MARK HAIGHT − Mark stated that Kurt Garbin is a great sales rep. Steamboat - Wagner Rents (0013) NORTH ROUTT EXCAVATING STAN WAGONER − Stan stated that Kurt Garbin at the shop takes very good care of him. Tech Products Tech Products (97) LOGAN DANIEL - LOGAN DANIEL Logan said that the technician, Luke Klausner, is really good. Tech Products (97) CROSSFIRE LLC - TOM LEFFEW Tom stated that the Luke Klausner was thorough and he took care of other issues he found. Tech Products (97) ESCO CONST CO - DAVID GOMAZ David stated Steve Meitler at SITECH Rocky Mountain Repair Center is really helpful and knowledgeable. Dave also stated he had to take the DG613 in to SITECH Rocky Mountain Repair Center two different times; and after taking it back this last time it won’t take a charge. Dave said the DG613 is back at SITECH Rocky Mountain Repair Center to address the charging issue. Dave also stated he is considering doing a trade-in for the DG613 and he is already in contact with a SITECH Rocky Mountain Repair Center representative. Tech Products (97) MURRAY DRYWALL INSULATION - ERIN ARTHERTON Erin said Farshad Behbahani was very knowledgeable and answered the questions they had about the new equipment they had purchased. Windsor Windsor (09) TRIPLE K - DAN KLAUSNER Dan stated that he had a break down on Labor Day weekend and Brent Lambrecht, the mechanic, was feeling sick at that time and he was able to talk to him on the phone to see what the problem was. Dan stated that Brent was on call on Sunday and he had to go on a job and he got the belt for him in the Windsor store and dropped it off so he could get it and put it on Monday. Dan stated that he was very happy with that. Windsor (09) MIDWEST TRUCK PARTS/SVC INC - CRAIG DERENZO Craig stated that the parts staff was very knowledgeable and helped him find parts that he didn’t even know he needed. Windsor (09) SILVER REEF ORGANIC FARMS - GREG SCHREINER Greg shared Bill McQueary,who schedules the service, does a good job and the service team take good care of him, there for his farm and pretty timely. Greg added two to three days out for service works for him and is good. Windsor (09) GRANITE LLC - SHAWN WALKER Colton Waters and Nathan Smith did a good job. Windsor (09) MTN CONSTRUCTORS INC - MIKE SCHEMM Mike said that Nathan Smith was able to fit him into the schedule. 2nd Steel 2nd Steel (98) LAZOR EXCAVATING bill lazor - He stated that Paul White and Brian Fritz were great.

Customer LoyaLty | November 2017 | Issue 14 npS SCoreS

8

may 1, 2017 october 31, 2017 Carbondale - Wagner Rents (0008)

100.00% 100.00% 94.44% 92.31% 92.00% 88.10% 87.96% 85.71% 85.19% 85.00% 84.75% 84.71% 84.31% 82.93% 82.22% 81.08% 80.70% 80.00% 78.95% 78.48% 76.56% 76.06% 75.63% 75.53% 75.45% 74.07% 73.60% 72.22% 68.00% 61.82% 59.26%

Gypsum - Wagner Rents (0010)

Silver City (16)

Steamboat - Wagner Rents (0013)

Grand Junction - Wagner Rents (0011)

2nd Steel (98)

Grand Junction (02)

Silverthorne - Wagner Rents (0015)

El Paso - Wagner Rents (0017)

Fort Collins - Wagner Rents (0005)

Pueblo - Wagner Rents (0002)

Commerce City - Wagner Rents (0012)

79.26%

Durango (01)

Albuquerque - Wagner Rents (0016)

Colorado Springs (39)

goAl = 82% Hayden (04)

Denver - Wagner Rents (0004)

Pueblo (03)

Aurora - Power Systems (05)

People may HEAR your words, but they feel your attitude

Windsor (09)

Tech Products (97)

Albuquerque - Power Systems (15)

Albuquerque (10)

Bloomfield (11)

El Paso (12)

Aurora (00)

Hobbs (13)

Carlsbad - Wagner Rents (0028)

Las Cruces - Wagner Rents (0021)

Burlington (06)

John C. Maxwell

Yuma (38)

Carlsbad (14)

Made with FlippingBook HTML5