Customer Loyalty Newsletter - July 2019

ONE PROFESSIONAL TEAM

ISSUE 33

Customer Loyalty Newsletter - July 2019

NPS SCORES January 1, 2019 to June 30, 2019

In this issue: Page 2 Customer Experienc is Here to Stay Page 3 Good Job Report Page 8 Customer Service That Will Put a Smile on Your Face

Albuquerque - Wagner Rents (63)

100.00% 100.00% 100.00% 96.77% 94.44% 91.67% 90.38% 90.24% 90.00% 88.00% 85.11% 84.78% 84.62% 84.21% 84.21% 84.00% 81.73% 80.00% 78.46% 77.78% 76.92% 75.86% 75.59% 75.26% 75.00% 73.53% 72.50% 70.69% 68.75% 68.18% 56.25% 54.55%

Carlsbad (14) Silver City (16)

Steamboat - Wagner Rents (60) El Paso - Wagner Rents (64) Grand Junction - Wagner Rents (58)

Current NPS Loyalty Score 78.67%

2019 NPS Goal 82.00%

Grand Junction (02)

Denver - Wagner Rents (53) Pueblo - Wagner Rents (52)

Detractors (4.04%)

2nd Steel (98)

Promoters (82.71%)

Commerce City - Wagner Rents (59)

Passives (13.25%)

Pueblo (03)

Las Cruces - Wagner Rents (66) Fort Collins - Wagner Rents (54) Silverthorne - Wagner Rents (62)

Hayden (04)

GOAL = 82% Albuquerque (10)

Carlsbad - Wagner Rents (14)

Loyalty Spotlight

Tech Products (97)

Durango (01)

Gypsum - Wagner Rents (57) Aurora - Power Systems (05)

SILVERTHORNE RENTS

Aurora (00) Windsor (09)

Carbondale - Wagner Rents (55)

El Paso (12)

Albuquerque - Power Systems (15)

Providing EXCELLENT service to our customers: H3P LLC SIGN SAFARI LLC INSITUFORM PLAINS INC (Read more in the “Good Job Report” pgs. 3-7)

Bloomfield (11) Burlington (06)

Colorado Springs (39)

Hobbs (13) Yuma (38)

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Customer Experience is Here to Stay -An Article by Lynn Daniel

I spent the past few weeks on the road, enjoying a bit of vacation and visiting clients. Getting away from my usual round of activities is refreshing for me. I discover new things. I hear comments in face-to-face discussions that I do not under- stand in a phone conversation or read in an email. To top the list was news about Chick-fil-A. Most of our blog readers are familiar with this fast food restaurant chain. For those not familiar, it is a Georgia-based company that got started in 1946 and is still

family owned. As the name suggests, it sells chicken and related products. It has a bit of a cult following especially for those who grew up eating it and moved to areas that do not have it (my daughter, for example). The food is not great (my opinion) but adequate. What is most interesting is that it has become the third largest fast food chain in the US, behind number one McDonald’s and number two Starbucks. While there are several strategic reasons behind this growth, I suspect a big reason is a better service experience. Among fast food chains, Chick-fil-A has the highest rated service according to the American Consumer Satisfaction Index. A friendly smile and a courteous welcome, along with good food (not great), works. In this case, it has resulted in this company growing much faster than the overall industry. My client visits were especially interesting. It seems their customer experience efforts are bearing fruit. One client noted that making it easier for customers to reach them was paying off with fewer complaints and reduced customer complaints. Another talked about how their frontline people are becoming more engaged in the customer experience. When I asked why, my contact said, “they are seeing that it is a lot more fun to work with happy customers.” On another front, one client completed some initial work into the impact of experience on customers’ likelihood to stop doing business. What they found was very interesting. Customers expressing lower levels of loyalty on surveys were more likely to either go dormant for a period or discontinue doing business with the company. What are your observations? Are people paying more attention to the customer experience at your company?

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ALBUQUERQUE - WAGNER RENTS (0016) DIESEL RACING PARTS - TOBIAS LUCERO

Tobias appreciates the whole experience with Wagner Equipment. Tobias said the store manager, Danny Ferdinan- dus , was extremely knowledgeable and provided great customer service. Tobias said Danny was able to communi- cate well with an average person about a major purchase and this made the experience easier.

ALBUQUERQUE (10) STATE OF NEW MEXICO - LAWRENCE MAGGARD

Lawrence stated that there are good people, who they take care of him at Wagner Equipment. Lawrence said Wag- ner gets the work done fast! Lawrence commended the representatives he commonly works with; Ramon Najera and Heather Price . DURAN SAND GRAVEL - EDDIE DURAN Eddie really appreciated the level of customer service he received from Erin Bauder . Eddie thought he had reserved the equipment but he had forgotten to call to schedule. So when he needed the 326 it wasn’t available, however, Erin called Colorado and El Paso locations to try to find him the machine he needed. Erin then thought to check the shop to see if one had come in for service, sure enough there was a 326FL that had just been repaired. Eddie was so pleased with this customer service as well as the follow up call he received. TOWN RECYCLING - MARTHA LARA Martha stated Wayne Zirpel in the service department does an excellent job. Martha stated Wayne did a good job keeping her informed as to how the service was going and even offered her recommendations. Martha stated Wayne was kind and patient with her drivers that don’t speak English. Martha commented that Wagner should hire more employees like Wayne!

PAE APPLIED TECHNOLOGIES LLC - JEREMY BARELA Jeremy stated the service writer, Heather Price , is very knowledgeable and helpful.

AURORA - POWER SYSTEMS (05) WILLIAM SNOWCAT REPAIR INC - PAT WILLMAN

Pat stated that he only uses Stan Pike from Wagner’s engine division for his services. Pat said that he will not use anyone else to service his engines. Pat says that Stan is knowledgeable, experienced, does a wonderful job and he would recommend Stan and Wagner Equipment to anyone. COLORADO INTERSTATE GAS CO - HAROLD HERMAN Harold stated Wagner Equipment goes out of the way to contact him and assist him with his machines. Harold com- mended Tim Andres for his excellent customer service.

AURORA (00) ACC MTN WEST - DUANE KOBIELUSZ Duane said Keon Brown does a good job.

See more on page 4

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AURORA (00) LITTLE DIGGER MAN LLC - FRANCIS FRANKIE DAVIS Frankie said Dan Cassaday was very knowledgeable, listened to his needs and understood the product. HEADS UP LANDSCAPE CONTR - SPENCER RAINBIRD Spencer would recommend Wagner Equipment and his sales representative, Dave Cooper . WEST COAST MACHINERY - CHARLIE ROSE Charlie stated that his salesman, Aaron Switzer , was very professional and did a good job. MCKUNE EXCAVATING LLC - MICHAEL MCKUNE Michael stated that everything was great. Michael said that Dave Gildea just dropped off a 420 for him to test out, and he will be purchasing that soon. Michael stated that he likes working with Dave, his very helpful and patient. LAMAR NORSWORTHY - CHRIS ZEITER Chris stated that Kevin Boggs was a great salesman! Chris said Wagner Equipment delivered the machine and then both Kevin and Kelly Protz went over every detail of the machine. Chris said they were both very informative.

BLOOMFIELD (11) FOUR CORNERS REG CARE CENTER - RICK MANTNO

Rick stated he spoke with Beth Inman-Daniel to set everything up and she is great. Rick stated the technician, Russel Greer , did a good job and even did a few extra things to the machine while he was there. Rick stated that Russel, who completed the service, has been coming out for a few years and he does a great job every time.

AUI INC - ARCHIE LUCERO Archie said Eugene Shorty does a good job and Tyson McDaugale is very responsive.

HILCORP SAN JUAN LP C/O HEC - RAY SHELBY Ray states that Anthony (Tony) McKay in parts provides good customer service by always being helpful and very friendly. CSI COMPRESSCO SUB INC - MICHAEL CHEN Michael stated Wagner Equipment responded quickly. Michael commended Anthony (Tony) McKay . CARBONDALE - WAGNER RENTS (0008) FARNSWORTH CONST GRAVEL CO - CECIL OR PATRICIA Cecil said he travels around several states and works with numerous Cat dealers and says that Wagner Equipment in Carbondale is extraordinary. Cecil said that Wagner has a very fine staff at the Carbondale location. Cecil says Chris Spence and Jason Love have been phenomenal to him.

RWI LOGWORKS LLC - CLAUTON SMITH Clauton said that everything went fine with Wagner Equipment and Jason Love did a great job.

Continued on page 5

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COLORADO SPRINGS (39) RECYCLED AGGREGATE PRODUCTS - MATT BUSTAMANTE

Matt said Wagner Equipment has a good group of people that are knowledgeable, offer quality equipment and Greg Jones does a good job. Matt added that he is glad that Wagner Equipment made the choice to get into the Crushing and Screening business. COMMERCE CITY - WAGNER RENTS (0012) ARS RESCUE ROOTER - TYLER MORRIS Tyler said he worked with his sales rep, Eric Caplin , who made it all very easy. Matt shared that Ron Marek did a very good job. Matt said Ron came down and helped to pick out the right ma- chine for the job. Matt added Wagner Rents was very punctual in getting the machine delivered and picked up, which is very important for him. PCL CONSTRUCTION - ARIZONA - BENNY SIMMONS Benny shared that Ron Marek is very responsive, pleasant to talk to and brings him and his guys bagels and even apple pie! Benny added it is those simple pleasures that make working with Wagner a delight. Benny then explained one time he requested apple pie and Ron has continued to provide it. This is excellent customer service. DENVER BRONCOS FOOTBALL CLUB - STEVEN MORRIS Steven stated that Mark Hoover , Al Vigil , and Donna Lamb are great to work with and they respond to his needs quickly. DURANGO (01) ELAM CONSTRUCTION - KENNY TOWN Kenny stated Wagner Equipment is very knowledgeable. Danny mentioned the field service technician, Danny Ste- venson , who explained the service thoroughly. Kenny said Danny was prompt and professional. Danny also stated that every field mechanic he has worked with through Wagner Equipment is excellent. Kenny stated Randi Mallett always does a good job helping him as well. EL PASO - WAGNER RENTS (0017) MSCS LTD - DONNIE SCHEFFIELD Donnie stated that the salesman, Henry Vargas , was very friendly and completed everything in a timely manner and did good work. GRAND JUNCTION (02) WESTERN GRAVEL CONSTRUCTORS - DENNY WEEKLY Denny said Wagner Equipment's technician, Stephen Bayles , was knowledgeable, quick and efficient. DENVER - WAGNER RENTS (0004) DENVER DESIGN BUILDS - MATT BOMER

Read more on page 6

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GRAND JUNCTION (02) KISSNER G C INC - TIM DAVIS Tim said Keven Barnes got it done quickly and right.

LIBERTY OILFIELD SERVICES - JOSHUA KAYSER Joshua stated Keven Barnes takes good care of him. GYPSUM - WAGNER RENTS (0010) EAGLE COUNTY SCHOOL DIST RE50J - WILL GUFFEY Will said Hayley Webster provided top notch customer service. HOBBS (13) ENERFLEX ENERGY SYSTEMS INC - MISSY WILLIAMSON Missy stated Debra Gray is great. Missy stated ordering parts with Wagner is easy.

PUEBLO - WAGNER RENTS (0002) API CONSTRUCTION CO - RICK SAYOR Rick stated that the whole staff at the Wagner Rents Pueblo location is very helpful, professional, and courteous and the store is clean. Especially Mary Santistevan who does a very good job. APC SOUTHERN CONST LLC - FELIX SWIFT Felix stated that Mary Santistevan provides great, excellent customer service. Felix said Mary makes sure everything is right and that all equipment is delivered. SPACCAMONTI EXCAVATING INC - JOE EVEN Joe stated that the Rental Coordinator, Mary Santistevan , does a great job and is always on time. Joe would also like to credit the Rental Coordinator, Madelyn Torres , from the Colorado Springs location for doing a good job as well. ALLPINE LUMBER COMPANY - MIKE HOSTETTER Mike stated that Bryan Gasperetti worked well with him and did everything he could to get the machine he need- ed. Mike stated that there was only one in stock because it is not a popular item, but the staff went through many obstacles to help him. PIONEER WEST HOMES LLC - GENE RICHARDS Gene stated that Mary Santistevan did an awesome job and the equipment worked great. PUEBLO (03) COLORADO DEPT OF TRANSPORT - LEE HOWLETT Lee stated that Wagner Equipment staff at the Pueblo location are professional. Lee commended Marvin Nezvensky for a job well done.

See more on page 7

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SILVERTHORNE - WAGNER RENTS (0015) H3P LLC - ALI ESTRADA Ali stated that he likes everyone at Wagner's Silverthorne location as they treat him very well. SIGN SAFARI LLC - TOM HRONEK Tom said that DJ Chavez is very helpful with scheduling and figuring out what equipment he needs. INSITUFORM PLAINS INC - NATE GREEN Nate stated that he did not have to cancel work because the equipment he needed was available at Wagner Rents in Silverthorne. Nate stated that Wagner really saved him big time. STEAMBOAT - WAGNER RENTS (0013) BLACKLAB ELECTRICAL - JIM OGH Jim said the staff at the Steamboat Springs location are very friendly and take great care of him. GARRETT MARKUS Garrett said the service from Luke Klausner is phenomenal and the single reason that he would recommend SiTech Rocky Mountain. TIC 103893 - BRIAN REEDER Brian stated that the gentleman at the front desk, Steve Mietler , was very immediately helpful and the store is at a convenient location. WINDSOR (09) MORNING STAR CUSTOM BLDRS - MIKE SCHWEITZER Mike said Dave Goddard is a very conscientious, thorough, straight forward and honest guy. TECH PRODUCTS (97) JC FARMS LLC - JJ COOLEY JJ stated that Chance Oullette was able to identify a problem and correct it quickly.

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CUSTOMER LOYALTY | JULY 2019 | ISSUE 33 8 Customer Service That Will Put a Smile on Your Face -An Article by Gregory Ciotti

Under Wendy’s umbrella Posted on Reddit without any additional details or a follow-up, the submitter was at least able to capture a really heartwarming moment: amidst a pretty harsh rainstorm, a Wendy’s employee went outside, removed an umbrella from one of the tables, and walked an elderly man to his car. Being a good citizen is about more than giving people discounts or refunds when they’ve had bad experiences. Sometimes, you need to go even further and extend empathy and a helping hand.

The Pom-Pom Pearl fan club While a boisterous personality isn’t for everyone, it’s hard to resist “Pom-Pom” Pearl Weaver’s charm and enthusiasm. The 89-year- old Arby’s employee draws fans from all around, the local press even giving some well-deserved attention to a woman who was truly passionate about making people’s day: to go even further and extend empathy and a helping hand. “Whenever anyone—young and old alike—steps up to the counter, Weaver waves a blue-and-white pompom and chirps “Hi every- body, welcome to Arby’s!” writes Lara Brenckle. “She’s fantastic,” said the store’s general manager Christian Stakes. “I don’t want to diminish what she does, but she’s the mascot. If she’s off for a week, people ask about her.” Weaver herself attributes her attitude to her upbringing. “As one of 11 children,” she says, “there was always plenty to do.” In a service business, it’s crucial to have people on your team that do more than represent your current culture—you need to have people who push the culture you have forward. Find people who represent your brand well and keep them around.