1. NAW Executive Conference Dave Griffith Modern Group Ltd

2. 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

3. 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.

4. Day in the Life of an issue Call or E-Mail 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