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PuroClean Delivers World Class Service

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When a family suffers a property loss, every …

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
  • Transcript

    • 1. Delivering World-Class Customer Experience PuroClean Emergency Services 800-349-3218
    • 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. 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. 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. 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. 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. 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. 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. 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. How it’s done… We focus on Restoration vs. Reconstruction
    • 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. Compression Water Extraction will remove up to 90% of Water…the rover
    • 13. Wood drying mat system at work…
    • 14. …saving thousands of dollars in one claim alone
    • 15. Add a LGR XL Dehumidifier a few HCAM’s …
    • 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. 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. The Unexpected A little something extra that says… “You were a wonderful family to work with. We thank you for your business, PuroClean”
    • 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. Voice of the Customer

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