1. CUSTOMERS Your Most Prized Possessions Presented by Chris Carter Vice President – Service, Murphy Company BONUS PROGRAM WEBINAR SERIES MODULE 2 February 26, 2014

2. Don Neal CEO & Founder Moderator

3. Tips for This Webinar Be an active participant Ask questions anytime on the side chat bar Engage by answering the polling questions Don’t feel obligated to take notes Slides and webinar will be available after the presentation at www.msca.orgwww.msca.org Share this experience with your colleagues We will be hosting a series of webinars this year (the schedule will be displayed at the end)

4. Chris Carter Vice President – Service, Murphy Company Presenter

5. How many people are viewing this webinar from your location? A.1 B.2 C.3 D.4 or more Polling Question Who is in the Audience?

6. What is your primary functional role (or the primary role of the group viewing this webinar with you)? A.Sales B.Customer Service C. Service Technician D. Service Management E.All of the above F.None of the above Polling Question Who is in the Audience? (cont.)

7. How many service technicians work for your company? A.1 - 10 B.11 - 25 C.25 - 50 D.51 - 75 E.76 - 100 F.101 - 125 G.126 - 150 H.More than 150 Polling Question Who is in the Audience? (cont.)

8. OBJECTIVES Highlight customer feedback and expectations Inspire proactive development of experiences Recognize trust and its importance Stimulate a continuous improvement culture Identify methods to enhance your customer base

9. WORLD CLASS SERVICE

10. “P.S. Keep the bag. I never liked it anyway.” - From a letter to Virgin America

11. Introduction Customer Expectations – A true story Proactive Service World Class Service

12. ALWAYS DO THE RIGHT THING

13. Value of renewable business Why do customers keep us?… Always Do the Right Thing

14. Do you actively track your renewal ratio (at least monthly)? A.Yes B.No C.I do not know Polling Question Why Do Customers Keep Us?

15. Why do your best customers choose to stay with you? A.I am the cheapest in town. B.My technicians are better than my competition’s technicians. C.My customers know my team, and trust us to seek their best interest. D.I do not know. Polling Question Why Do Customers Keep Us? (cont.)

16. Value of renewable business Why do customers keep us?… Trust is key. Continuous process improvement Always Do the Right Thing

18. FOCUS ON YOUR BEST CUSTOMERS

19. Customer prioritization Focus on Your Best Customers

20. CURRENT NEW OPPORTUNITIES CURRENT RELATIONSHIP Good Better Great Min$ Medium$$ Max$$$ Focus Here!

21. Customer prioritization Make them feel special Focus on Your Best Customers

22. EXPANDING YOUR CUSTOMER BASE

23. Expanding Your Customer Base Relationships – Some you have… Some you need Referrals – Your best resource for growth Reputation – A key component

24. Commercial Real Estate Database

25. Key Takeaways An enjoyable customer experience is imperative to ensure: A positive perception of your company Potential repeat business Remaining trustworthy and up-to-speed on industry or technological advances is critical to keeping current customers and winning new ones. Capitalizing on customer relationships and your reputation are the best ways to receive referrals for new business, and turn “cold calls” into “warm doors.”

26. It’s Your Turn… Q1: Was this webinar informative and useful? A.Yes, I found this informative and useful. B.Yes, but it wasn’t as informative and useful as I expected. C.No, this was not informative or useful. Q2: Did the speaker present the material in a clear and concise manner? A.Yes B.No Q3: Will you download this webinar, and share it with others in your company? A.Yes B.No

27. Reminder The PowerPoint and handout will be available on the homepage of the MSCA website immediately after the webinar at www.msca.org. www.msca.org The archived webinar will be accessible from the MSCA website within 24-48 hours.

28. Join us for the next webinar on April 9! To register, go to https://msca.webex.comhttps://msca.webex.com April 9: Employees Presented by Wayne Turchetta and Dave Bavisotto May 21: Cost Presented by Steve Smith September 10: Labor Force Presented by Kip Bagley and Jim Leslie October 22: Efficiency Presented by Mike Star and Devon Hubbard December 3: New Business Opportunities Presented by Jaimi Lomas and Adam Wallenstein

29. For Additional Information or Questions, Contact: Barbara Dolim Executive Director Mechanical Service Contractors of America (301) 990-2210 (direct) bdolim@mcaa.org Chris Carter Vice President – Service Murphy Company (314) 692-1196 ccarter@murphy-stl.com