Customer Loyalty Newsletter December 2020

Taos County Training with a CAT 150D

ISSUE 48

ONE PROFESSIONAL TEAM

Customer Loyalty Newsletter December 2020

NLS Scores (Page 3)

Good Job Reports (Page 4-8)

Actions of Significance (Page 9)

If your store or department would like to be featured throughtout the Customer Loyalty Newsletter please submit photos to: news@wagnerequipment.com or Contact Andrew Quintana ext. 2234

NLS Scores

W

Net Loyalty Scores only relate to our parts and service loyalty performance. Goal: 70% November - December 2020

Parts - 72.19%

Service - 69.97%

N/A N/A N/A N/A N/A DEC

N/A N/A N/A N/A N/A NOV

Wagner Equipment Co. Location:

N/A N/A N/A N/A N/A N/A N/A N/A DEC

N/A N/A N/A N/A N/A N/A N/A N/A NOV

Wagner Equipment Co. Location:

Albuquerque - Wagner Rents (63)

No Change No Change No Change No Change No Change No Change

Albuquerque - Wagner Rents (63)

No Change No Change No Change No Change No Change No Change No Change No Change

Downtown - Wagner Rents (53)

Downtown - Wagner Rents (53)

Grand Junction - Wagner Rents (58)

El Paso - Wagner Rents (64)

Albuquerque - Power Systems (15)

Fort Collins - Wagner Rents (54)

Steamboat - Wagner Rents (60)

Grand Junction - Wagner Rents (58)

100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% N/A 87.50% 86.67% 86.84% 86.49% 83.33% 66.67% 81.25% 83.33% 80.00% 75.00% 78.57% 77.97% 76.19% 72.73% 75.00% 74.00% 75.00% 83.33% 75.00% 50.00% 74.39% 72.50% 71.43% 64.29% 70.83% 57.89% 66.67% 60.00% 58.70% 46.94% 54.17% 29.17% 50.00% 50.00% 28.57% 37.50% No Change No Change No Change No Change No Change

Aurora - Power Systems (05)

Pueblo - Wagner Rents (52)

Carbondale - Wagner Rents (55)

Steamboat - Wagner Rents (60)

Fort Collins - Wagner Rents (54)

Las Cruces - Wagner Rents (66)

Gypsum - Wagner Rents (57)

100% 100% 100% 100% 100% 100% 100% 66.67% 100% N/A 84.62% 80.00% 81.82% 75.00% 80.00% 83.33% 79.31% 85.71% 77.78% 81.25% 76.92% 69.23% 76.92% 75.00% 75.00% 62.50% 73.33% 73.33% 69.57% 73.08% 66.67% 66.67% 66.67% 75.00% 65.22% 70.37% 63.44% 61.36% 62.79% 67.57% 38.46% 57.14% No Change No Change No Change No Change No Change

Albuquerque - Power Systems (15)

Silver City (16)

Carbondale - Wagner Rents (55)

Pueblo - Wager Rents (52)

Gypsum - Wagner Rents (57)

Hayden (04)

Silver City (16)

Pueblo (03)

Silverthorne - Wagner Rents (62)

Burlington (06)

Durango (01)

Carlsbad (14)

Burlington (06)

Bloomfield (11)

Yuma (38)

Windsor (09)

Grand Junction (02)

Hobbs (13)

Aurora - Power Systems (05)

Albuquerque (10)

Colorado Springs (39)

Las Cruces - Wagner Rents (66)

Windsor (09)

Silverthorne - Wagner Rents (62)

Hayden (04)

El Paso (12)

Bloomfield (11)

Durango (01)

El Paso (12)

Grand Junction (02)

Carlsbad (14)

Commerce City - Wagner Rents (59)

Commerce City - Wagner Rents (59)

Aurora (00)

Hobbs (13)

Colorado Springs (39)

Aurora (00)

El Paso - Wagner Rents (64)

Albuquerque (10)

Yuma (38)

Pueblo (03)

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 3

2ND STEEL (98) WILLIAM CARMACK William said the help he had was excellent

MANISCALCO BROS SONS INC. - Gerald Gerald stated that they don’t waste any time in finding parts and they have it there when promised. They provided a perfect response. He stated that both Sean and Paul are great. ALBUQUERQUE - POWER SYSTEMS (15) WALMART - John Chavez John stated that they were professional and provided good follow-up. He stated that everyone did a good job, from the dispatcher, Knox, to the technicians that come out. AURORA - POWER SYSTEMS (05) DPC DEVELOPMENT CENTERPOINT - Matt McClimans Matt stated that they were responsive and provided good communication. He commended Rick Grooms, the Account Ser- vices Support person who manages his account. GRAND COUNTY ROAD BRIDGE - John Hartlauer John said Stan worked on his generator. He said the Service Tech on this job was a really nice guy. He said he has no complaints. The tech showed up at just the right time. KERR-MCGEE CORPORATION - Tate Taggart Tate stated that they arrived on time, were knowledgeable about the problem, and he experienced good communication from the provider and the technician. Tate stated that they were friendly and easy to work with.

AURORA (00) ARCOSA LWB LLC - Brandon Schmidt

Brandon said things are good, and he does not have any suggestions. He said his rep is Ryan Watkins and he is awesome. He is super helpful and he really does a good job. Brandon said there was one field tech recently in last 30-45 days, and he was truly awesome. He does not recall his name.

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 4

AURORA (00) BLUE MTN STONE - Abraham Vazquez Abraham appreciated that Wagner got his part right away and they brought it to a closer location for him to pick up conveniently. KIEWIT INFRASTRUCTURE - Mike grant Mike stated Dustin does a great job on follow through. Dustin communicates well with both him and the shop. PRO DIGGERS LLC - Hector Chaveria Hector calls Joel directly for whatever he needs, even if it’s rentals. They have a good customer relationship. BLOOMFIELD (11) NM DEPT OF GAME & FISH - Kenneth Erickson Andrew stated that Rusty, the technician, was very knowledgeable and helpful. He did a good job. SHALESTONE RESOURCES LLC - Blaze Silengo Blaze commended Tyson, the rental supervisor, who did a great job setting up the rental and coordinating documentation, billing, and all aspects of the rental. Wayne stated he wanted to recognize both Tina and Bruce. Tina answers the phone and is always very helpful, if there are billing concerns she helps. If there is not a parts person available, she is almost always able to help. He stated she is really remarkable. CARBONDALE - WAGNER RENTS (55) COLORADO ROCKY MOUNTAIN SCHOOL - Ryan Margo Ryan says that they are great people. They know the equipment and get you what you need. Ryan says they got his 20 yr old skid steer working when it was broken down. He couldn’t remember names, but they do a great job. BURLINGTON (06) GRANADA FEEDERS LLC - Wayne Killan

CARLSBAD (14) GRANITE CONSTRUCTION - Ismael Chavez

Ismael said that Angus did a good job. He was able to provide the customer with the equipment he needed in a fast time frame and for a specific date. He also likes when he inquires about a piece of equipment, Angus sends an invoice before hand. The customer said that it is very helpful because he has a hard time getting this information from other vendors.

COLORADO SPRINGS (39) D2 DEMO DIRT UTILITIES - Kevin Murphy Kevin appreciates the communication with Dave in parts.

JDS CONSTRUCTION SERVICES- Daniel Mitchell Daniel stated that they were punctual and accommodating He commended Madeline Torres, the rental coordinator.

MEESKE CUSTOM EXCAVATING - Gary Sherman Gary said they have been doing a good job. Gary mentioned John, Dave, Katrina, Jeff and Mike in parts all do a good job.

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 5

COMMERCE CITY - WAGNER RENTS (59) AMERICAN WEST CONSTRUCTION - Brian Bushey Brian stated that the machine performed like it was supposed to. He commended the rental representative, Ron Marek. Wagner didn’t have a machine locally, so he found one and had it delivered. BRICKER WILSON CONSTRUCTION SERVICE - Brian Lloyd Brian stated that he needed to make an emergency repair on a water main break. He called his sales representative, Eric Caplin at 7am. He had the transport and everything ready to go by 8am. Ryan said that the ladies that work in the parts department do their best to help him with whatever he needs and take good care of him. They provide good communication and make sure to do what they promised like calling him back or providing big quotes with a lot of parts included. He mostly deals with Randi and Dailey who he says are awesome and make a good team. DD RIVER DIRTWORKS - Corey Sue Hutchinson Corey stated that Courtney went above and beyond to get her the excavator she needed quickly and when the first machine did not work out, she was quick to find another one. EL PASO (12) AZTEC STUCCO CONSTRUCTION - David Vasquez David stated that he knows Joel, the parts salesman, and has been dealing with him for a long time. Joel takes time with him and remembers what is talked about in previous conversations. BORDER DEMO ENVIO INC - Brandon Vandenburg Brandon said the office in El Paso is excellent. Brandon said the girl in the front is courteous, all of the staff is very courteous and they very professional. JERRY SMITH Jerry likes that he can just text Hilda with the list of the parts he needs and when she gets to him she lets him know that she is on it and then lets him know when his parts are available for pick-up. He added that Hilda makes sure that he gets taken care of in a timely manner. DURANGO (01) CJ GRAVEL PRODUCTS - Ryan Miller

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 6

GRAND JUNCTION (02) GENE WHITING Gene said that Shane in parts was very caring and helpful and went out of his way to find the information that he needed.

LOUIS BUESCHER Louis said that the parts staff is very helpful in locating parts for his needs.

GYPSUM - WAGNER RENTS (57) EWING TRUCKING CONSTRUCTION CO LLC - Jake Reynolds Jake stated that the parts guy, Scott, is knowledgeable about parts, personable, easy going, polite, and easy to talk to. He makes the experience enjoyable.

WHITE PEAK HOME SOLUTIONS - Daniel Lopez Daniel said don’t change anything. He said Scott there is awesome and has taken care of him very well.

HOBBS (13) FRONTIER FIELD SERVICES - Howard Hobaugh Katherine Sloane is the store manager and she helps him, and does a good job. Howard emails Katherine what he needs and she gets his parts together for him. RANCH OILFIELD CONSTRUCTION - Justin Apple Justin said Wagner Equipment was prompt, helpful and parts representative Domingo can always figure out what parts he needs. LAMAR (44) LOGAN DORENKAMP - Travis Hines Travis stated that they always show up and do what is needed as quickly as possible. He commended Jay and the guys in the Sprinkler Department. LAS CRUCES - WAGNER RENTS (66) SANDY JONES CONSTRUCTION - Sandy Jones Sandy stated that the Wagner Rents salesman Todd Hamilton takes very good care of them. He made sure they had what they wanted and helped to get it delivered to the job site.

PUEBLO - WAGNER RENTS (52) ARC VALLEY CONSTRUCTION INC - JJ Faris JJ said the salesman, Brian Gasparetti responds well.

PUEBLO (03) GREEN CONSTRUCTION - Lori Green Lori said Tom at Wagner Equipment was knowledgeable, friendly and most helpful with her parts.

HUERFANO COUNTY - Angelo Quintero Angelo said that the parts staff is able to look up parts without knowing the number. They are friendly and his parts are either in stock or ready in a day.

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 7

SILVERTHORNE - WAGNER RENTS (62) BLACK EAGLE ENERGY SERVICES - Alexis Miramontes

Alexis said Mary Ann and his rental sales rep did a great job at Customer Service. He said she knew the equipment and this was helpful. She also knew what they had in inventory. They delivered great customer service and they got the equipment he needed in a timely fashion. It was delivered on time when he needed the machine.

HIGHLANDER CONSTRUCTION - Phil Williams Phil stated that Maryann is awesome to work with.

STEAMBOAT - WAGNER RENTS (60) HELLAS CONSTRUCTION INC - Edward Walker Edward stated that it was a small town so the management helped him around to get other supplies. The manger was super helpful and he runs the location very well. TECH PRODUCTS (97) PAWNEE WASTE LLC - Duncan Carlson Duncan stated that they were easy to work with and flexible for his needs. He commended his salesman, Luke.

RK MECHANICAL - Scott Nichols Scott said that he has been going to Sitech Rocky Mountain for 8 years and Farshad does a great job with the equipment.

WINDSOR (09) UTHMANN TRUCKING - Chad Uthmann Roger stated the service technician had been outstanding.

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 8

Actions of Significance Recognition Program for Nominated Individuals Who go Above and Beyond in Facilitating Exceptional Customer Experience and/or Safety.

BRANDON REVES Yard Operator Aurora

Nominate a Co-Worker That You Feel Goes Above and Beyond By Contacting Hannah Lehman In the Marketing Dept. Then Once a Month, One Nominee Will Be Featured Here >

Learn More About Loyalty:

Click here and subscribe to the Daniel Group Blog. The Daniel Group is the provider Wagner uses to conduct our customer loyalty surveys. Have questions? Call Hannah Lehman at extension 3083. https://thedanielgroup.com/resources/blog/

Customer Loyalty Newsletter January 2020

CUSTOMER LOYALTY | DECEMBER 2020 | ISSUE 48 9