Sherwin-Williams Paint Warranty Programme

-Introduction & SW objectives -Short summary & key facts -Selection & Warranty process -Customer Satisfaction Index -Documentation -Claim process -Summary Content

- Add value to their customers; - Develop a strong customer base; - Position themselves as a key supplier. Successful companies

SWAE objectives –Help you deliver value to the car drivers; –Protect your bodyshops from local bodyshop competition; –Demonstrate AWX premium brand status.

In short, what is S-W AWX Warranty ? Marketing Tool designed to –Develop business, –Increase customers’ Satisfaction & Loyalty for SW Bodyshops.

Warranty key facts 5 years; AWX technology; Simple specifications to join; Compulsory training for painter; Usual warranty cover & limitations; Includes registration, CSI* & reporting via Internet. * CSI : Customer Satisfaction Index

To offer the warranty, Bodyshops are audited audited (satisfy minimum technical standards) & employ A-Tech/AWX trained Paint Technicians (satisfy minimum knowledge/ability standards) To offer the warranty, Bodyshops are audited audited (satisfy minimum technical standards) & employ A-Tech/AWX trained Paint Technicians (satisfy minimum knowledge/ability standards) Bodyshop & Painter Selection Process

Bodyshop Repair & Warranty Internal Process (1/2) Accident  Estimate of Car Damage & Negotiation with Ins. Company  Repair Order issued  Repair carried out  Bill prepared by Bodyshop Administration  Delivery of the repaired car to driver

Bodyshop Repair & Warranty Internal Process (2/2) Warranty card given to the driver (inc. shop ID & RO) ( Warranty card contains instruction to benefit from warranty )  Driver fills in customer data + CSI on internet  Warranty certificate sent by to driver  CSI data consolidated & analysed  Quarterly CSI data analysis delivered to the bodyshop

Simple to manage with key benefits for the bodyshop: –Warranty registration filled in via Internet by car owner ; –Registration activates the warranty for 5 years; –Warranty certificate sent by to car owner. –Quarterly reporting of CSI* data to the bodyshop via sales team; –Very limited administration for the shop for the whole process. * CSI : Customer Satisfaction Index Car driver Warranty Process

CSI delivers a wide range of info to the bodyshop: - Quality of repair & customer care; -Car drivers’ details for direct marketing; -Needs for specific training (tech/comm. - customer care, smart repairs, etc...); -Opens opportunity with existing customers for referrals (friends, colleagues, etc …) and additional business (servicing, tyres, etc …); -Secures the business. SW Customer Satisfaction Index

Contract The contract is signed by all parties (bodyshop owner, painter(s), distributor, S-W Market manager). It describes respective accountabilities, the need for training updating process for warranty request. Bodyshop CertificateBodyshop Certificate This certificate confirms the membership status of the bodyshop. It can be framed & positioned in the reception area. Paint Technician CertificatePaint Technician Certificate This certificate confirms the high level of professionalism & qualification of the painter. It can be framed & positioned in the reception area also. Paint Technician CardPaint Technician Card Each qualified painter receives a card to be retained as a proof of training qualification. Defines status & time for next training renewal. Warranty documentation

Warranty Pack 1/2 Item Description Brochure The brochure presents the warranty program, the benefits to the bodyshop customer and the warranty limitations. Display Holder To sit on bodyshop counter &/or waiting area to contain the 2 page brochure above. Customer Satisfaction / Warranty Registration formCustomer Satisfaction / Warranty Registration form Given to car driver to activate the warranty. Click to enlarge the image

Warranty Pack 2/2 Item SizeDescription Mirror hanger 1/3 of A4To be put in car to remind of warranty benefit & process. SW 5 year Warranty Color Ref StickerSW 5 year Warranty Color Ref Sticker 3x3 cm To be used to identify color ref & name. Useful to speed up the process re-spraying the car. Signage Poster 90x120 cm "Warranty" will be translated in many language in order to make this item non language specific. Click to enlarge the image

6) Poster 5) Colour Ref. sticker 3) Display 2) Mirror Hanger 4) CS/Registration Form 1) Brochure

Process, in case of a Warranty request Driver comes back to your shop with its car, original bill & initial warranty certificate obtained through internet  Bodyshop check driver documentation & identify area of repair  If request is justified or if in doubt, Bodyshop to contact S-W Distributor  S-W Distributor will arrange for S-W local area representative to come & check the repaired area  If the damage is covered by the warranty S-W will cover the cost of the repair (paint & labour).

SWAE Warranty Benefits BodyshopPainter Access to marketing material (literature, signage) Access to the most recent repair processes & technical info from SW Competitive advantage at no additional cost to the repair Demonstration of professionalism Opportunity to market your shop to local business with small car fleets Improved job security Reassurance for new customersImproved employability A system to measure customer satisfaction Involved in continuous training program

Promote the bodyshops; Enhance professional image; Add value to the repairs at not additional cost; Support the repair business, increase retention & referrals; Opens opportunity for direct professional (e)mailing campaigns. Benefits of Warranty Programme to SW bodyshops

Are you READY to deliver guaranteed satisfaction to your customers ?

Bodyshop Certificate Pat & Ray Bodyshop PE8 4 Oundle

Paint Technician Certificate Pat Currie Pat & Ray Bodyshop Feb 2007 Feb 2009 Walter de Greeff

Paint Technician Card Pat CurrieRay March Feb 2009

Brochure Display Holder

Program Brochure

Customer Satisfaction & Warranty Registration form

Mirror Hanger

Colour Reference Sticker

Bodyshop Poster

Technical & Skill Audit