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
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