NAW Executive Conference

Dave GriffithModern 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 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