Delivering
World-Class Customer
Experience
PuroClean
Emergency
Services
800-349-3218
World-Class
world-class (-klas’) adj. of the
highest class, as in international
competition-SYNs Tiger, PuroClean,
Gagnon,...
Review of Statistics
 Estimated 1,000,000 buildings effected
each year by water damage
 70% of property damage claims re...
Policyholder’s State of Mind
 They experience trauma, stress, depression, &
frustration
 Concern for multiple chemical s...
An Event They Will Never Forget
 One bad experience may be their last
experience with your agency.
 One world class expe...
The Truth About Customer Loyalty Brian Sullivan- Peak Performance, July 2008
 60-80% of DEFECTING customers described
the...
The Truth About Customer Loyalty-
facts that we have observed
When a family suffers a property loss, every
member has embe...
Our Employees
PuroClean
is driven to provide
an unmatched
service experience
quickly,
professionally,
ethically,
and with ...
Helping Professionals
 Reduce loss ratios from 20-40%
 Increase customer retention
 Assist in providing a favorable opp...
How it’s done…
We focus on
Restoration vs. Reconstruction
…Create an Environment Conducive to Drying
Theory
 “Wring out” the towel
 Dry under Santana wind
conditions
 Check the ...
Compression Water Extraction will remove up to
90% of Water…the rover
Wood drying mat system at work…
…saving thousands of dollars in one claim alone
Add a LGR XL Dehumidifier a few
HCAM’s …
The Results?
 Wood floors are rescued.
 Drywall and baseboards are dried in place.
 Carpet and pad will be steam cleane...
Choosing PuroClean- It all adds up to…
1. Proper Mitigation- conscientious efforts
taken to reduce expenses associated wit...
The Unexpected
A little something extra
that says… “You were
a wonderful family
to work with. We
thank you for your
busine...
Systino- Net Promoter Score
Survey Says….
Giving the
opportunity for the
policyholder to
provide feedback is
our way of ke...
Voice of the Customer
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PuroClean Delivers World Class Service

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When a family suffers a property loss, every
member has embedded memories of how this
loss was handled by the agent and service
provider. Positive memories can forge a
relationship with the agent for generations to
come. PuroClean is here to help create stronger customer loyalty.

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  • Why did those customers defect? What would keep them loyal?
  • When a job is complete- we have two ways of getting feedback and evaluation of our performance 1. ESE 2. Systino online survey –dining dough!
  • Able to capture the strengths of our service for feedback and development
  • PuroClean Delivers World Class Service

    1. 1. Delivering World-Class Customer Experience PuroClean Emergency Services 800-349-3218
    2. 2. World-Class world-class (-klas’) adj. of the highest class, as in international competition-SYNs Tiger, PuroClean, Gagnon, Guiant, Hoffmans, etc. Webster’s New World College Dictionary Fourth Edition and then some!
    3. 3. Review of Statistics  Estimated 1,000,000 buildings effected each year by water damage  70% of property damage claims related to water damage  Estimated 22 water-damage claims per thousand households  Billions of gallons of water are used indoors.
    4. 4. Policyholder’s State of Mind  They experience trauma, stress, depression, & frustration  Concern for multiple chemical sensitivities, respiratory sensitivities, allergic reactions to dust and other triggers  Concern for family heirlooms  Loss of sense of security
    5. 5. An Event They Will Never Forget  One bad experience may be their last experience with your agency.  One world class experience will create a raving fan of their agent for generations!  These positive experiences create ambassadors for you, the agent!
    6. 6. The Truth About Customer Loyalty Brian Sullivan- Peak Performance, July 2008  60-80% of DEFECTING customers described themselves as “Satisfied” or “Very Satisfied”  An average company loses 10-15% of customer base annually.  Almost half of buyers avoid a business based on someone else’s experience.  It costs 5-10 times more to attract a new customer than to keep an existing one.
    7. 7. The Truth About Customer Loyalty- facts that we have observed When a family suffers a property loss, every member has embedded memories of how this loss was handled by the agent and service provider. Positive memories can forge a relationship with the agent for generations to come. PuroClean is here to help create stronger customer loyalty.
    8. 8. Our Employees PuroClean is driven to provide an unmatched service experience quickly, professionally, ethically, and with compassion resulting in peace of mind for all concerned.
    9. 9. Helping Professionals  Reduce loss ratios from 20-40%  Increase customer retention  Assist in providing a favorable opportunity to extend the generational accounts  Making ambassadors out of their policyholders  Generate new customer business.
    10. 10. How it’s done… We focus on Restoration vs. Reconstruction
    11. 11. …Create an Environment Conducive to Drying Theory  “Wring out” the towel  Dry under Santana wind conditions  Check the “weather report” each day until dry standards are achieved Conclusion
    12. 12. Compression Water Extraction will remove up to 90% of Water…the rover
    13. 13. Wood drying mat system at work…
    14. 14. …saving thousands of dollars in one claim alone
    15. 15. Add a LGR XL Dehumidifier a few HCAM’s …
    16. 16. The Results?  Wood floors are rescued.  Drywall and baseboards are dried in place.  Carpet and pad will be steam cleaned upon completion of drying.  Little or no reconstruction  Our job is not complete until we have exceeded the customer’s expectations. This is based on a Category 1, Class 2 Clean water loss. Your typical water loss.
    17. 17. Choosing PuroClean- It all adds up to… 1. Proper Mitigation- conscientious efforts taken to reduce expenses associated with unnecessary replacement costs 2. Peace- knowing your office was well represented when it comes to customer care 3. Retention and Growth- a happier policy holder who will recommend your agency to all they associate with.
    18. 18. The Unexpected A little something extra that says… “You were a wonderful family to work with. We thank you for your business, PuroClean”
    19. 19. Systino- Net Promoter Score Survey Says…. Giving the opportunity for the policyholder to provide feedback is our way of keeping ourselves in alignment with everything our brand promises- a World Class Customer Experience
    20. 20. Voice of the Customer
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