Customer Loyalty Newsletter - Jan 2019

ONE PROFESSIONAL TEAM Customer Loyalty Newsletter - Jan 2019 ISSUE 27

NPS SCORES July 1, 2018 to December 31, 2018

In this issue: Page 2 Employees, Customer Service and the Connection Page 3 Good Job Report Page 8 Examples of Excellent Customer Service...

El Paso - Wagner Rents (0017)

100.00% 100.00% 97.50% 97.22% 95.65% 90.32% 89.47% 88.00% 87.50% 86.67% 85.71% 85.71% 84.93% 83.82% 83.64% 83.33% 81.82% 80.00% 79.25% 79.07% 78.13% 78.13% 77.78% 77.68% 77.08% 73.81% 73.08% 69.05% 68.63% 56.76% 40.00% 39.13%

Silver City (16) Durango (01)

Steamboat - Wagner Rents (0013)

Current NPS Loyalty Score 79.63%

2018 NPS Goal 82.00%

2nd Steel (98)

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

Hayden (04)

Gypsum - Wagner Rents (0010)

Grand Junction - Wagner Rents (0011) Albuquerque - Wagner Rents (0016)

Burlington (06) Albuquerque (10)

El Paso (12)

Tech Products (97)

Denver - Wagner Rents (0004)

GOAL = 82% Grand Junction (02)

Las Cruces - Wagner Rents (0021) Aurora - Power Systems (05) Albuquerque - Power Systems (15) Pueblo - Wagner Rents (0002)

Loyalty Spotlight

Windsor (09)

Fort Collins - Wagner Rents (0005)

Aurora (00)

Bloomfield (11)

STEAMBOAT SPRINGS RENTS

Commerce City - Wagner Rents (0012)

Carlsbad - Wagner Rents (0028)

Giving EXCELLENT service to our customers: MOUNTAIN ENTERPRISES INC ZEUNE CONSTRUCTION AND DEVELOPMENT TABER PLUMBING HEATING INC (Read more in the “Good Job Report” pgs. 3-7)

Hobbs (13) Pueblo (03)

Colorado Springs (39)

Carlsbad (14)

Yuma (38)

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Employees, Customer Service and the Connection

-An Article by Lynn Daniel

I have written on several occasions about the need to focus on both the customer and employee when improving customer service. After a recent trip visiting clients I want to revisit the topic again. I n Human Sigma , the authors John Asplund and Jim Fleming discuss rational customer satisfaction versus emotional customer satisfaction to that gives a practical example of the difference). It is far better to have an emotionally satisfied customer than one who is simply rationally satisfied with the service. In fact, there is evidence to suggest that a customer who is only rationally satisfied is about as loyal as a dissatisfied customer. However, to cause customers to be emotionally satisfied you truly need engaged employees. • Manage Outcomes, Not Behaviors Success is achieving the right outcomes and not whether the steps of the job were executed the right way. • Liberate Don’t Legislate Allow employees creativity, spontaneity, and the ability to choose the initiatives they work on. • Engagement is for Everyone Almost all employees can be engaged productive workers if they find a role that fits who they are. • All Politics Are Local Employee engagement must be managed at the store level. At the local level, managers can influence and encourage the basic needs of engagement. If you do yet have a copy of Human Sigma, it is well worth the investment. It is packed with all kinds of interesting and useful research. The authors have practical ideas that you can put to work in your business. Most important, it is written in an entertaining manner. I refer to it often. Let me know what you think. • • • How do you do it? They present several very practical suggestions outlined below:

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ALBUQUERQUE – (10) MTN STATES CONSTR INC - ART PEDREGON Art stated that Ramon Najera did a good job of keeping him informed on the status of the repair. VULCAN MATERIALS CO - STEVE REDENBAUGH Steve said he would like Wagner Equipment Co to thank the field service technicians Gilbert Gonzales and Cory Bauder . Steve would like them to personally thank them for a job well done. AURORA – POWER SYSTEMS (05) JONESY’S WOOD YARD - DALE JONES Dale stated that Todd Grevious is knowledgeable and provides good customer service. SLEEP SONS LLC - RANDY SLEEP Randy stated Scott McKenzie and Todd Grevious are outstanding and he enjoys working with them! AURORA (00) PREMIER SERVICES - NOAH TAPIA Noah stated that Wagner Equipment field service technicians are knowledgeable, complete the job quickly and always have the proper equipment for the job. BEAR EXCAVATING - TYLER CAESAR Tyler stated that Wagner Equipment did a great job. Tyler said the technicians did what they said they would do and were there when they said they would be there. 3 GEN EXCAVATION LLP - VINNY SPANO Vinny stated that they sold off all their other equipment and went with CAT equipment because of the service that they receive from Wagner Equipment. WEIFIELD GRP EXCAVATION LLP - TRAVIS INGBRETSON Travis stated that Wagner Equipment Aurora field service came right away, took care of everything, answered his questions and provided good service. PELINO EXCAVATION - SCOTT PELINO Scott stated that Wagner Equipment Aurora field service technicians are professional and have the right tools to service the CAT equipment. PIONEER EXCAVATING - MELVIN JAMES Melvin stated that his sales representative, Kevin Boggs , was great. Melvin said that Kevin was very thorough and answered all of his questions. VAIL RESORTS MANAGEMENT CO - CHRIS HARANGOZO Chris stated that Wagner Equipment does an amazing job for him. Chris said Wagner Equipment makes the whole process very easy.

See more on page 4

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AURORA (00) CORNERSTONE HAY - DENISE BRAMMER Denise stated that Ryan Saxton is great. Denise said Ryan is always in contact with them and gives them options.

11 GRADING LLC - GEORGE WEHNER George stated that Pete Borer took great care of him.

AUI INC - DARRIN HOWELS Darrin stated that he has a good relationship with David Cooper and Wagner Equipment and they are easy to work with. BURLINGTON (06) ALL RITE PAVING OF LA JUNTA - GARY COX Gary stated that Wagner Equipment arrived on time for the repair. The technician, Phil Pacino , did a great job with the repair on equipment that had been a problem for 3 years.

HI-PLAINS SCHOOL DIST R-23 - CARL THORSON Carl stated that Wagner Equipment is good to work with.

JARED WAGNER Jared stated that the Burlington parts guys, Kevin Giedd and Donnie Voss , put in effort and are helpful.

CARBONDALE - WAGNER RENTS(0008) WALTERS COMPANY - GLENN DRUMMOND Glenn said Marilyn Stambuck is very helpful and goes out of her way to help him.

RANCH AT ROARING FORK - TOM VALE Tom said Carrie Washburn is fantastic. CARLSBAD - WAGNER RENTS (0028) MOORE CONTROL SYSTEMS INC - DOUG HARRIS Doug said Richard Pernell is responsive to his needs and goes above and beyond to get everything done. COMMERCE CITY - WAGNER RENTS (0012) KIEWT INFR 103565 - TROY FARMER Troy stated that he enjoyed doing business Monty Christner . VELOCITY CONSTRUCTORS INC - JOHN GOTTSACKER John stated that Wagner Rents provided quick delivery and the equipment was in good operating condition. THE WRIGHT GROUP LLC - BRIAN ANDERSON Brian stated that scheduling service is quick and easy due to Andrew Mohatt . Brian stated that Wagner Rents needs more people like Andrew Mohatt, who does an excellent job. Continued on page 5

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DENVER - WAGNER RENTS (0004) KRAEMER NORTH AMERICA LLC - BOB HALBERT Bob stated that when he places an order, even on very short notice, Wagner Rents is able to fulfill it timely. Bob also said that Mark Hoover is awesome. DURANGO - (01) ADVANCE DESIGNS WATERSCAPES - ALEX ARAUJO Alex stated that Wagner Equipment is fast and reliable. Alex said Wagner keeps in touch with you in regards to what’s going on during the repair and explains what they did with the equipment. PAP LLC - RYAN FARMER BW TCF Ryan said Tyson Ferron does a great job. Ryan stated that he calls Tyson’s cell phone and he is always available to take his calls. EL PASO (12) O’REILLY AUTO PARTS - JOE ESCOBEDO Joe stated that Wagner Equipment El Paso got the part he needed right away and it was the right part the first time. ALLEN CONCRETE INC - RICARDO ALAMANZA Ricardo likes the service provided by Jose Reyes . Ricardo mentioned that Jose is very helpful and already has the serial number for their equipment so he know what parts they need. GRAND JUNCTION - WAGNER RENTS (0011) ELAM CONSTRUCTION INC - RANDY FICKLIN Randy said all he has to do is call Wagner Rents in Grand Junction, and they bend over backwards to take care of him. Randy said he can’t imagine Wagner Rents doing a better job and he could not be any more satisfied. Randy said Wagner Rents Grand Junction is as good as it gets. Randy said Dan Quillen and Jeff Bricker are great but he said the whole crew gets the highest score. Randy said he has come to know all of the Grand Junction staff personally. Randy said it really does not matter who he calls because every employee there bends over backwards to help him. GRAND JUNCTION (02) REYCRAFT CONSTRUCTION LLC - TIM REYCRAFT Tim wanted to express gratitude because he ordered tracks and Jeff Bricker put them in the back of his truck and drove them to him. Which saved Tim money in shipping costs. Tim felt that was “epic” and wanted to make sure Wagner know how Jeff went above and beyond for him. GRANT BROTHERS CONSTRUCTION - DAN GRANT Dan said the technician, Mike Mendoza , that worked on this service for him was really good and well-trained. BUSK IVANHOE WATER SYSTEM - ED PERKO Ed added that Wagner Equipment is the best dealer to work with. Wagner Equipment does what they say they will do, at a reasonable cost and they do it quickly.

Read more on page 6

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GYPSUM - WAGNER RENTS (0010) ELAM CONSTRUCTION INC - JUSTIN AHRING

Justin said he really enjoys the team at Wagner Rents Gypsum. Justin mentioned he has a good relationship with all of the employees at this location. Justin said Wagner Rents moves quick to get him what he needs. Justin said he enjoys working with them. HAYDEN (04) ELAM CONSTRUCTION INC - RICK MEASE Rick stated that the team at Wagner Equipment in Hayden are always professional and get the job done. COLORADO DEPT OF TRANSPORTATION - TODD WEBER Todd said the staff at the Hayden location are easy to work with, easy to contact and responsive. Todd requested they keep Patricia Balleck working for them as long as possible because she provides excellent customer service. HOBBS (13) XTO ENERGY INC - MIKE GLEN Mike said he has no issues with the Hobbs location. Mike stated the staff in Hobbs are extremely friendly, take care of him and go above and beyond. Mike added they are all knowledgeable, helpful, always make sure he is not for- gotten and just overall great and helpful people. PUEBLO - WAGNER RENTS (0002) SPACCAMONTI ELECTRIC - TOMMY SPACCAMONTI Tommy said Wagner Rents in Pueblo is spot on and do a great job. VESTAS TOWERS OF AMERICA INC - MIKE MACALUSO Mike said the staff at Wagner Rents Pueblo always takes good care of him. Honorable mentions go to: Mary San- tistevan , Kyle Mayo and Kenny Baca . ZEUNE CONSTRUCTION AND DEVT - KIM ZEUNE Kim said there is a lot of demand, and Wagner Rents in Steamboat does a great job keeping up with the current booming economy. Kim said the employees in Steamboat are great to work with. TABER PLUMBING HEATING INC - PHIL TABER Phil said Jim Burrow is just incredible. Phil said Jim goes above and beyond to help him and that makes Jim awe- some. TECH PRODUCTS (97) CAYLOR GENZ EARTHMOVERS CO - RICK CAYLOR Rick said the technician, Paul Simones , was very professional and knowledgeable. Continued on page 7 STEAMBOAT - WAGNER RENTS (0013) MOUNTAIN ENTERPRISES INC - CHRIS SYKES Chris stated Andrew Bilski does great work and gets there on time.

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WINDSOR (09) H J CONCRETE - JAVIER MACIAS Javier stated that Wagner Equipment in Windsor is good about scheduling and do a good job with the service. MARTIN MARIETTA MATERIALS - PERRY WERTZ Perry stated that Wagner Equipment in Windsor is very efficient and timely. Perry said field service came quickly, with the parts, completed the job, and it went well. LOST CREEK DAIRY LLC - CHAD BRACK Chad says there are a couple of guys in the parts department in Windsor who make his experience with Wagner Equipment enjoyable. They are Therron Carlson and Andrew Quirk . They get him his parts when he needs them and provides good customer service. CITY OF LONGMONT - JACKIE JORISSEN Jackie stated that Wagner Equipment is quick to respond and easy to deal with. Wagner Equipment never makes her feel as if she is “putting them out” as some other dealers do. They are friendly and provide good customer service. YUMA (38) RYAN KURTZER Ryan stated that Wagner Equipment in Yuma is easy to work with. Ryan said it was easy to schedule and they were accommodating for the location of the machine to be repaired. WAGNER CASH/YUMA - BRENT KRUGER Brent stated that Yuma’s parts department was very helpful, friendly and got him the parts he needed quickly.

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.

HTTP://BLOG.THEDANIELGROUP.COM

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Example of Excellent Customer Service (And What You Can Learn) - An Article by Tim at Rentenly.com

Get Back to Customers ASAP People just don’t like waiting around too much to get a reply from the brands they interact with, which is why one of the best ways to offer great customer service is to respond to your clients as fast as you can. That doesn’t mean just sending speedy email replies. You also need to respond fast to customer comments on social media. And yes, ideally, you should respond to both positive and negative comments – offering the positive ones acknowledgment and addressing the negative ones with a solution or apology (if necessary). Virgin America, Alaska Air, and JetBlue Airways are good examples of excellent customer service when it comes to response speed , with an average response time of 4-5 minutes on Twitter. We can assume their response times on other channels aren’t too bad either. Naturally, the response time could vary depending on your market and audience. Nonetheless, you should have an employee or an entire department (depending on your budget) monitor the social media channels your brand is active on, and watch for any relevant mentions. Takeaway Today, people would normally expect speedier response rates from companies because they imagine it wouldn’t take a lot for you to have someone responsible for monitoring and responding to online comments and emails – even though the reality is different. However, trying to explain that to your customers won’t make them happy, so – instead – you need to do your best to speed up the response rates to increase customer satisfaction. After all, approximately 41% of consumers say being put on hold while trying to reach a support represen- tative frustrates them the most . And waiting for an online response from a brand you engage with would be considered as being “put on hold” nowadays. That’s not all – 32% of people expect a response to an online review or complaint they left on social media within 30 minutes (and 42% expect the same within 60 minutes). Also, 70% of Twitter users expect to get a response from a brand they reach out to . Out of them, 53% want the reply in less than an hour.