NAW Executive Conference Dave Griffith Modern Group Ltd

Before we get started Modern –22 Locations –640 Employees –100 % ESOP –40% Sales 30% Part/Service 30% Rental –400 products and services –Open Book/ Open Door Company –Strong, long term financial results

What is Customer Loyalty ? When a buyer of your goods and services is pleased enough with the experience to do the following: 1. Come back 2. Pay for the experience beyond … 3. Recommend you 4. Communicate with you on opportunity and problems.

Day in the Life of an issue Call or or walk in Call back, Gather Data and LISTEN Assign Resource Track ID Root Cause Fix Customer and Root cause Share Information/ Measure/ Account Close Out Thank You and Follow Up