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 - SYN s Tiger, PuroClean, Gagnon, Guiant, Hoffmans, etc. Webster’s New World College Dictionary Fourth Edition and then some!

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.

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.

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

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

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!

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!

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.

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.

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.

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.

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.

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.

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.

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 “weather report” each day until dry standards are achieved Conclusion

Theory

“ Wring out” the towel

Dry under Santana wind conditions

Check the “weather report” each day until dry standards are achieved

Conclusion

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 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.

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.

Choosing PuroClean- It all adds up to… Proper Mitigation- conscientious efforts taken to reduce expenses associated with unnecessary replacement costs Peace - knowing your office was well represented when it comes to customer care Retention and Growth - a happier policy holder who will recommend your agency to all they associate with.

Proper Mitigation- conscientious efforts taken to reduce expenses associated with unnecessary replacement costs

Peace - knowing your office was well represented when it comes to customer care

Retention and Growth - a happier policy holder who will recommend your agency to all they associate with.

The Unexpected A little something extra that says… “You were a wonderful family to work with. We thank you for your business, PuroClean”

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

Voice of the Customer