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, 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.

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

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!

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.

The Truth About Customer Loyalty- facts that we have observed

When a family suffers a property loss, every member has embedded memories of how thisloss was handled by the agent and serviceprovider. Positive memories can forge arelationship with the agent for generations tocome.

PuroClean is here to help create strongercustomer 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.

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

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.

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.

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