simplexgrinnell q1 / fy 2017 customer experience...

January 2017

SIMPLEXGRINNELL Q1 / FY 2017 CUSTOMER EXPERIENCE NEWSLETTER

In This Issue…

// FY 2017 Cumulative Company NPS vs. FY 2016 NPS

// Regional NPS — FY 2017 (Year-to-Date through December)

Click here to view the Q1 / FY 2017 NPS for your area or office.

NOTE: Net Promoter Score, or NPS is a system of measurement that helps to establish how well our organization is performing in the eyes of our customers. NPS is derived from a single survey question: “Assuming you were allowed to do so, how likely would you be to recommend SimplexGrinnell to colleagues within your organization or to other organizations?”

Customers respond using a scale of 0 through 10 and their responses are categorized as follows:

0 – 6 Detractors - Would not likely recommend SG and are highly vulnerable to switch to a competitor

7 – 8 Passives - Are ambivalent about SG and are somewhat vulnerable to switching to a competitor

9 – 10 Promoters - Are highly satisfied customers that can often help fuel future business for SG

% Promoters - % Detractors = % NPS

FY 2017 Cumulative Net Promoter Score®

(NPS®) p. 1 Customer Experience Resources & News pp. 9-10

Feature Article: Who Owns the Customer Experience?

p. 2 Caught in the Act of Excellence pp.10-16

Going the Extra Mile (GEM) Success Stories pp. 3-8

SimplexGrinnell NPS — FY 2016 (Entire Fiscal Year)

SimplexGrinnell NPS — FY 2017 (Year-to-Date through December)

52.7% 56.2%

Region # of Surveys % Promoters % Passives % Detractors NPS (%)

Central 828 67.4 21.0 11.6 55.8

Northeast 737 69.1 17.5 13.4 55.6

Southeast 1,177 71.5 18.4 10.0 61.5

West 517 63.1 19.1 17.8 45.3

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// Feature Article: Who Owns the Customer Experience?

In our FY 2016/Q4 newsletter (Click here to view), we shed some light on what customers expect from their experience. In this issue, we address ownership for the customer experience. The question of “Who Owns the Customer Experience” is a good one. Let us begin by saying that every action we take, from answering the phone to completing the most complex product installation, makes a statement about how much we care about and value our customers. Every individual action we take helps to either strengthen our brand, when promises are kept, or weaken our brand, when promises are broken or expectations are not met.

It’s imperative that every SimplexGrinnell employee accept accountability for being a customer experience owner. That means doing everything within your power to add value and create a positive outcome in every interaction with your customers—whether they are internal or external. Whatever it may take, we have a responsibility to do the right thing for our customers. Every interaction should be considered another moment of truth, where we have the potential to either increase or diminish the perceived value our customers receive in return for what they pay us to do. And when encountering a customer issue that we cannot personally resolve, it’s our obligation to advocate for our customer by bringing the situation to the immediate attention of a supervisor or manager.

No discussion of customer experience ownership would be complete without mentioning the critical importance of attitude. Each of us is accountable for maintaining a positive attitude. In fact, our attitude is arguably the only customer experience component that’s entirely within our sphere of control.

When it comes to customer care, attitude will always win over aptitude. More than any other single factor, it can make the difference between a good customer experience and a bad one. Employees with a poor or negative attitude may see a request for help as an inconvenience or something that interferes with their “real” work. Customers will undoubtedly notice and be turned off by that kind of attitude.

Employees with a positive, can-do attitude will attempt to help, even if they don’t have all of the answers. They’ll go the extra mile to seek out an answer or find someone who can assist.

Customers recognize and appreciate employees who exhibit courtesy, kindness, empathy, and a personal commitment in taking ownership for resolving their issues. Most importantly, they will remember being treated well and feel compelled to return for those memorable experiences. ■

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// Going the Extra Mile (GEM) Success Stories (Little extras that create exceptional customer experiences and drive retention)

// E-mail received by Dean Bedard about Michael Vance and Bruce Morse (Nashua-114) from Larry Miner of Goss International Corporation: Dean, Today 9-28-16 we had scheduled a elevator recall test with both Simplex and Otis elevator. As expected the test went fine without problem. While your technicians were here we brought up issues we were having with the Simplex panel, namely a ground fault on the audio loop that would come and go intermittently. This problem has been present for approximately on year. In the past, I am told Simplex was called and technicians arrived to our plant without being able to solve the problem because it was intermittent. Today however, both Michael Vance and Bruce Morse were able to troubleshoot and repair the problem very quickly. Also being new to the Simplex fire alarm they instructed me on how to get more into the program to pinpoint the fault. Many thanks to Mike and Bruce for a job well done and training much needed. Larry Miner // E-mail received by Linda Bergeron about Las Vegas (435) Team from Bonnie Walker of TruTeam: Hi Linda, Here is the approved and signed copy of the proposal that was presented to TopBuild back in July. I apologize for the confusion on our end…we’re all sorry. Also, I just wanted to send you a quick note to thank you, your office staff and your service technicians for giving us the “best customer service experience”; every time we use your service. Kudos for setting such high standards and excellent customer care. Every technician, that has done the work here at our office/warehouse, pays attention to details, are courteous, dress and behave professionally and get the job done right the first time. I am so happy with Tyco SimplexGrinnell Las Vegas! Aloha, Bonnie // E-mail received by James Contrada about Joe Torres (Long Island-119) from Ray Eble of Eastern Long Island Hospital: James: I would like to recognize the service tech (Joe Torres) sent out to ELIH today. He was courteous, knowledgeable and acted in a professional manner. He renewed my faith in Simplex. Thanks, Ray Raymond F. Eble, CPMM Vice President /Support Service Division

// Going the Extra Mile (GEM) Success Stories, cont’d (Little extras that create exceptional customer experiences and drive retention)

// Letter received by Gary Lentz about Eric Maimo (Miami-263) from Luis Valdes of Securitas Security Services (Security Manager for Telemundo): To: Gary Lentz It is my great pleasure to write this letter on behalf of Mr. Eric Maimo. I have known Mr. Maimo for 4 months on a professional level and can state with confidence that he is a motivated and responsible individual anchored by a high degree of integrity. As such, that he is a very positive addition to our team here at Telemundo. On a professional level, he is self-motivated and is able to succeed with all task set in front of him. He seems to go above and beyond his duties to fulfill all company needs and requirements. Sincerely Luis A. Valdes Security Manager Securitas Security Services USA. Inc // E-mail received by Danny Prendes about Dean Earhart (Tampa-292) from Debra Riley of Lafayette County School Board: Dear Mr. Prendes, I am writing you today to compliment Dean Earhart for the recent service call he responded to at our district. Mr. Earhart came to fix some deficiencies that were found over the summer. He arrived on time and communicated to our maintenance technicians where he would be working when he arrived. While working in our schools and around our staff he was professional and cleaned up his work site when he was finished. Sincerely, Debra Riley Debra Riley Lafayette County School Board // E-mail received by Denise President about Matt Rivera, Chrysler Quilaneta, Jerson Argueta and Paul Tomaszewski (Long Island-119) from Robert Spina of Nassau County Police Department: I would like to know if it is possible to request having Matt, Chrysler, Jersen, and Paul as the employees that would work with me on the Nassau County Facilities that we service if/when they are available? They have more than exceeded our expectations. They are all very knowledgeable, patient, and thorough when it comes to doing the inspections, as well as making things on my end very easy. I greatly appreciate it. Robert Spina Public Safety Officer II Nassau County Police Department

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// Letter received by Tony Morizio about James Contrada and Gian Carreon (Long Island-119) from David Weymann of Pilgrim Psychiatric Center:

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// Going the Extra Mile (GEM) Success Stories, cont’d

(Little extras that create exceptional customer experiences and drive retention)

// E-mail received by Tyler Latacki about Nick Mohr (Buffalo-111) from Wayne Weiser of College of Cleveland Hill Schools: I have all the flexibility for SIMPLEX! BTW: The two back flow units are now repaired by one of Simplex's finest technicians today! Super job by one of America's finest companies! Wayne R. Weiser District Head Custodian Cleveland Hill Schools, District #3 // Phone feedback shared by Joseph Bevilacqua about Jamie Head (Orlando-291) from Harry Reynolds of CBRE/Iron Mountain: I just got off the phone with Harry Reynolds from CBRE/Iron Mountain. They called in this morning for emergency service due to troubles on their fire panel. I dispatched Jamie to the call and he arrived a few hours after the initial call. I just spoke with Harry again about another open service call at one of his other locations and he mentioned to me multiple times about how happy he was with Jamie, that he was a great guy and was very helpful. He said that he knew we were a Tyco company and because of that was nervous we would not be able to meet his needs but that we had “shattered his expectations.” // E-mail received by Chad Stein about Marcel Landry (Houston-430) from Tucker Andoe of Shell Oil Products Company: Mr. Stein, I would like to recognize Marcel Landry for going above and beyond yesterday. While conducting hose testing at the north fire house Marcel Landry heard a loud “pop” and noticed it was coming from a neighboring unit. Instead of ignoring it and continuing his work Mr. Landry Stopped all work, moved his workers to a safe location and notified the unit of the upset. Marcel’s safe mind set and situational awareness is exactly the type of people we want working at our facility. His actions were a prime example of “working at the pace of goal zero.” Flagship performance by Mr. Marcel!!!!! Stay safe Tucker Andoe Radio #303 Shell Emergency Response Deer Park Site Shell Oil Products Company, LLC

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// E-mail received by Greg Wilson about Joel Patin, Stephen Jeanson and David Duplessis (New Orleans-269) from Cary Becker of University Medical Center-New Orleans: Mr. Wilson, As you are aware, your team has worked tirelessly over the last year to validate, test, and inspect the fire alarm and sprinkler system at UMC since construction completion. We recently had a week long mock Joint Commission survey with The Joint Commission Resource Group. Our life safety surveyor, Mr. Steven Turner, is one of the most meticulous and code savvy surveyors at TJC. Instead of paraphrasing him I'll just copy the quote from his email to our leadership team. "I stated in the exit on Friday that out of approximately 500 hospitals I have visited in 13 years the program I reviewed at UMCNO is the best I have ever seen. The team does not just implement compliance requirements. They research and develop and implement compliance requirements. I can say that UMCNO is at the top of the leading practice programs I have reviewed." Beyond a few consultative comments, the final Simplex reports provided for the 2015/2016 inspections were referenced as best leading practice in the industry. I set a goal to be best practice in code and regulatory compliance and Joel Patin worked tirelessly with me to achieve this. His dedication to Simplex and UMC to get the inventory count correct and the reports to look perfect has not gone unnoticed. Stephen Jeanson (sprinkler inspector) and David Duplessis (fire alarm inspector) carried the heavy load in the field and brought great insight to our systems. These three individuals should be commended and I am very pleased they are part of our team. Please keep up the great work and great inspection reporting. I look forward to a long relationship with Simplex. Regards, Cary A. Becker, RA Director of Facilities Management University Medical Center New Orleans | Proud Member of LCMC Health // E-mail received by Travis Couch about Earl Sandifer (Lexington-232) from Gary Hammons of Farmers Capital Insurance Corporation: Travis, As per our telephone conversation this afternoon, this property has been purchased by Brian Anderson and David Tate. They would like to continue the service. The alarm system was turned off during the mitigation work and it is ready to be turned back on. Please reach out the Brian Anderson at 859 621 2949 or at his email shown in the attachment. I’ve included a copy of the invoice for this property so that it is easy to identify the location. EGT Properties will have no further interest in this property. Thank you for the recent service that you provided us following a loss at the 150 Mt. Vernon, Georgetown Kentucky. Your monitoring service triggered the alarm which caused the Georgetown Fire Department to respond with their key. Also thank you for the fine service provided by Earl Sandifer. He is a gentleman and scholar. We would gladly have Earl service any of our properties. Gary Hammons, CPCU Vice President of Insurance Operations Farmers Capital Insurance Corp.

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// E-mail received by Dean Bedard about Mike Vance (Nashua-114) from David Ross of Litchfield School District: Hi Dean It cannot go unmentioned how happy I am with Mikes services that he has provided to the Litchfield schools in the past years. He has helped us out with our clocks, bells and P.A. systems at all 3 schools in Litchfield. Every time I make the call he shows up and executes the problem professionally and fast and is a pleasure to have in a school setting. Next year I will be pushing our B.A. and superintendent to sign a contract with Simplex Grinnell. Mike has done an amazing job for us. Thank you so much. David Ross // Phone feedback shared by Kayla Franco about Matt Furr and Jerry Lusk (Tulsa-441) from Ron Epley of Tulsa Teachers Credit Union: I just wanted to pass along a message from a customer. Ron, with TTCU, just called to let me know that he is very pleased with the entire process he has gone through for his inspections. He said that Matt and Jerry were there ahead of schedule ready to go, they were very pleasant to work with and that he was overall very pleased, from scheduling to completion. Thank you Jerry and Matt for being awesome human beings! // E-mail received by Chris Filanowski about Kevin LeBlanc and Greg Commans (Nashua-114) from Ron Engvall of College of the Holy Cross: Hello Chris, We had an issue with a fire alarm panel this past weekend. A couple of Simplex tech's ( Kevin and Greg ) came in to make the repair and they did a very good job of getting us back on line. Please extend a BIG Thank You to them. Thanks, Ron Engvall Do you have a story or unsolicited customer feedback that showcases a great example of an employee or team going the extra mile? If so, please send your story to our Customer Experience Team at [email protected] ■

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mailto:[email protected]

// Customer Experience Resources and News

Transactional CSAT Survey Case Directory Dashboard Now Available in Salesforce.com (SFDC) On November 16 we announced the creation of a “Transactional CSAT Survey Case Directory” Dashboard in Salesforce. This dashboard is available to anyone with an active Salesforce account and can be easily accessed using the following instructions:

1. Log into your Salesforce account. (use Google Chrome for best viewing results) 2. From your “Home” page, click on the “Dashboards” tab. 3. Click inside the “Find a dashboard…” window and begin entering the key word “Transactional”

until the “Transactional CSAT Survey Case Directory” dashboard appears. 4. Select that dashboard. 5. Click on the “Refresh” button to view the most recent version of the dashboard.

Salesforce users can also download the “Salesforce1” App to access the dashboard from their smart phones. This dashboard currently contains the following four bar charts (see screen shot below):

Number of SG Cases Generated This Quarter Number of TIF&S Cases Generated This Quarter Current # of Open and Escalated (Overdue) SG Cases Current # of Open and Escalated (Overdue) TIF&S Cases

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// Customer Experience Resources and News, cont’d

Placing you cursor over any of the bars will display the open or escalated case quantity, while left-clicking inside any of the charts will allow you to view an enlarged version of that one specific chart and its corresponding report. For ease of use, the SG reports appear in alphabetical order by Area, while the TIF&S reports appear in numerical order by Branch Number. Beyond that, these reports can be sorted in several ways and also exported to an Excel spreadsheet. If warranted and feasible, additional reports/charts and/or adjustments to existing reports/charts can be made to help you more productively use this dashboard to improve the survey action management component of your customer experience. Quick and professional response to customer service issues uncovered during transactional surveys is essential to establishing superior customer experiences and building a customer-centric business. It also helps build loyal customer relationships, which leads toward increased customer retention rates. By contrast, untimely and/or poor responses, especially to solicited customer feedback, can result in greater damage than if the feedback were never solicited. Call to action: There are currently a great deal of open and escalated cases. Using the report link below, service leaders are asked to review the open and overdue cases for their respective organizations and areas. After review, please reassign case ownership (if necessary) and follow up with appropriate office management teams to ensure these cases are resolved and closed as soon as possible. Open and Escalated (Overdue) SG Case Report For further information or guidance regarding the content of this announcement, please contact Donald Montour ([email protected]) of our Customer Experience Team. ■

// Caught in the Act of Excellence Below is a sprinkling of the many positive remarks received from surveyed customers in Q1. Congratulations to these employees who were personally recognized by their customers for being our ambassadors of excellence:

Albany-101: My sales rep, Robert Treiling, goes out of his way to get the problem resolved.

Albany-101: The tech, Chris (, was excellent.

Hudson Valley Metro-102: I love scheduling my appointments with Stuart Bacon.

Hudson Valley Metro-102: The tech, Eugene (Glover), is wonderful!

Burlington-106: The tech, Jeff (Kelly), did a good job. I am happy with the explanation and feedback he

provided.

Boston-108: The tech, Jim (Marois), was amazing! I actually learned something from him about the time

clock that I hadn’t known before. He went above and beyond.

Boston-108: Ryan Steber is awesome. He always goes above and beyond to answer all my questions

and get back to me right away.

Nashua-114: We have been having the same techs for 7 or 8 years and they are a total joy to have on our property. It’s not an easy job, but Edgar (Sepulveda), Sharon (Poirier) and Gerry (Finlay) do an awesome job.

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https://na13.salesforce.com/00Oa00000086hAD

mailto:[email protected]

// Caught in the Act of Excellence, cont’d

Western New England-129: Chad (Pramuka) and the other tech that comes have always been

phenomenal! They're always good about prompt service.

Western New England-129: Jason Prusaczyk, the tech, was on point and took the time to explain

everything that was going on. He even went so far as to try and schedule a repair that was necessary once the system came back on line. Although he was unable to do so, he took an extra step to send me a very detailed e-mail, including phone numbers, where to make the report and exactly what I needed to say so there would be no issue as to what I was reporting.

Portland (ME)-147: Our tech, Roger (Blanchette), is wonderful. He does exactly what he says he will.

We’ve had Roger coming out here for years, and the whole reason I gave all 10s is because of him. He is the one we directly deal with, and so to us, is the face of SimplexGrinnell.

Central New York-162: The tech, Tom (French), is really good!

Central New York-162: I was very pleased with my two techs, Zach (Finch) and Frank (Murtari).

Central New York-162: Sean (Manning) and Brian (Handzel) have both been equally great techs. We

have an aged time clock and they help me out, even though they might be on holiday.

Atlanta-202: Great customer service. He noticed just by coming to fill the extinguishers that we hadn’t

had an inspection since 2014, and came right back to take care of that for us as well. I think his name was

Kevin (Bryan).

Macon-203: The tech, Joey Warnock, is amazing. He really goes above and beyond for me. He realizes

I operate a cotton gin and calls to see if I've got anything else planned, so he isn’t in the way. When he's done, he lets me know exactly what he had to do and checks to see if we need extra extinguishers for anything. He takes care of whatever he thinks we may need, and he's got it all when he gets here.

Macon-203: Timmy Renfrow continues to be an asset to SimplexGrinnell. He should be commended for

his customer service and courteous attitude.

Birmingham-205: Rodney (Hatchett) is a real good tech. He has helped us many times.

Birmingham-205: Jason Abernathy is a great service manager. Service has improved by leaps and bounds under his management! Rodney ((Hatchett) is my service tech and he is awesome; a great guy to work with and always professional!

Kingsport-209: Jason Castle and Josh Hibbard are the best; professional technicians.

Myrtle Beach-217: I just truly appreciate the great working relationship with your folks at SimplexGrinnell.

JoAnn (Fiorello), along with many other of your staff, are always there for Coral Beach Resort.

Mobile-222: Michael Page was the tech. He was very professional and we were very pleased with the

service and inspection process.

Mobile-222: The reason I am so likely to recommend SimplexGrinnell is because of Jimmy’s (Sessions)

customer service and expertise.

Lexington-232: Eric (Curtis) did a fantastic job and was a pleasure to work with.

Louisville-233: Steve (Kennedy) always does a great job.

Louisville-233: The tech, Scott Bailey, was great. He was pleasant and very accommodating by coming

out early in the morning, which we prefer.

Memphis-235: Marshun (Brown) does a great job and is very responsive. I really appreciate him as our

rep.

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Raleigh-250: The tech, Marty (Lunsford), came by to install a dialer. He is very courteous, polite and

hardworking.

Charlotte-260: I am very pleased with the primary technicians that provide service and installation at my

site. This includes Mike Hale, Doug Thompson and Santon Gordon.

West Palm Beach-262: I has worked with the tech, Mike (Ilarraza) for a very long time. He is really good.

Jacksonville-264: Mark Gray does an outstanding job.

New Orleans-269: The tech, Caleb (Linscomb), is very knowledgeable and professional. He is all about

safety and never cuts any corners.

Little Rock-270: Suzette (Loveless) in the local office works with us and always does a good job. She

gets a ‘10’ rating.

Greensboro-286: Their tech, Tony (Smith), is great! He is very friendly and always responds to us

quickly. One time, he drove 2 1/2 hours to help them when it was late in the day. He knows where everything is and makes it super easy for us.

Nashville-289: Their tech, Josh (Morris), goes above and beyond, and does a very great job.

Orlando-291: Stephen McCall was the tech, and I was very happy with him.

Orlando-291: Their tech, Ivars (Macias) is great!

Tampa-292: I have been dealing with their tech, Bobby (Spurlock), for 10 years, and he is excellent!

Tampa-292: Our assigned techs, Lou (Luke Blackwood) and Chris (Willis), are just awesome! We have

developed a relationship with them, and that’s just great.

Tampa-292: The tech was very punctual, helpful with knowledge, and straight to the point. Robert Colmorgen should be commended on his job performance and overall customer service acumen. Robert should be promoted to a supervisory or management position in order to lead a team and teach other techs on how to perform in the field.

Tampa-292: From my sales person, Elizabeth Fernandez, to the office person, Kathy McDonald, to the list of technicians; Martin (Socha), Rocco (Grecco), Luke (Blackwood), and for this last job, Lamar (Baisden), I have been treated fairly and with respect in all my interactions. You have a superior team in place!

Tampa-292: With most companies, I normally get along well with the techs, but the office and sales staff are usually substandard. However, Ms. (Elizabeth) Fernandez and Ms. (Kathy) McDonald are the reason why I just signed a 5-year all-inclusive Platinum contract with your company. They are an asset to your company and represent it extremely well!! They are to be commended.

Tampa-292: Their tech, Pete (Marquis), and all techs, are very helpful.

Norfolk-295: Jeff Reis came to the Sanderling resort and completed the alarm inspections very

thoroughly, and corrected a couple of deficiencies while he was working. When he left, our panel had no troubles. He was very cognizant of the fact that we had guests staying in the rooms, and performed his work with a professional attitude.

Norfolk-295: Matt (Albee), who did our sprinkler inspection, was great to work with and very

knowledgeable.

Fort Myers-297: Their tech, Paul (Michel), was very helpful and knowledgeable.

Fort Myers-297: Their tech, Les (Couch), has been coming here for a while. He is very friendly and I

really like him.

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Asheville-299: Marvin (Wallace) had a great attitude; was very professional and efficient!

Chicago-311: Your on-site techs are what make SimplexGrinnell so good. Bryan Laroche and Greg

Rogers are so nice and easy to work with.

Chicago-311: We have a large building and Jeff Morris takes care of us so well, we brought him back to

teach our employees about fire safety. Jeff's knowledge is next to none! Thank you Jeff Morris!!!

Chicago-311: The coordination and customer service from Tom Schulz was outstanding.

Chicago-311: Bert Rodriguez is a very talented and conscientious service tech. He knows your system

the best and will always try to get answers if he can't figure something out. He will always follow through to make sure everything is working right on the fire panel before he leaves.

Detroit-321: Chris (Rockwell) did a great job!

Evansville-324: Their tech, Francis (Skelton) always does a good job.

Indianapolis-331: Their techs, Eric (Oren) and Randy (Hopper), do an excellent job. Also, their rep,

Sean (McCluskey), does a great job.

Indianapolis-331: Josh Held does an outstanding job every time he is in our building doing work on our

fire system.

Kansas City-332: Todd Hammer is one of the best in the nation.

Madison-334: Brian (Friedenauer) does a really good job!

Madison-334: Jackie (Anderson) and Dave (Driscoll), the two techs I have, are very good about going

over any deficiencies with me at any of my clinics. They are efficient and professional.

Minneaplois-337: Their tech, Mason (Brown), does a good job.

Minneaplois-337: Joe (Schladweiler), the service tech, is really good!

St. Louis-354: I love the St. Louis branch. They are wonderful. Laura Winkler has been wonderful as

well.

Omaha-362: Jimmy (Sramek) is always friendly, professional and speedy. He always comes in with a

smile and does his work in a professional manner. He answers all questions.

Omaha-362: James (Sramek) does a really good job on our inspections every year.

Omaha-362: Jimmy (Sramek), the tech that has been coming for years, is super nice and super

professional. I would like him to be acknowledged for the amazing job that he is doing for us.

Peoria-375: Robbie Walton does a great job.

Peoria-375: Their tech, John (Post), was phenomenal.

Peoria-375: Dana (Pelley), our technician, is fabulous. He always makes it a point to clean up well after

his visits.

Fargo-385: David (Tacke) did an awesome job of coordinating the multiple locations we have to get them

done in a timely manner.

Lubbock-404: The personnel I deal with on a daily basis listen to our needs and respond accordingly. Vanessa Woodward, Eric Martinez and James Goundie, a 'Special Thanks' for your tireless efforts meeting our demands for our property life-safety requirements in a professional manner. It is my hope your work efforts are never taken for granted.

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Lubbock-404: Daniel (Clarity), Chris (Roberts) and Ben (Gariepy) are very professional and good at

what they do.

Dallas-407: Jonathan Wiedemann is good as gold. He is the best tech ever!

Dallas-407: Mickey (Perez) is a top-notch guy.

Fresno-413: The tech, Robert (Wilson), did an excellent job! He explains everything well. The reason we

love to do business with SimplexGrinnell is because of the wonderful customer service Robert provides.

Fresno-413: I have dealt with Taylor (Lawhon) for years, and he is a very good tech.

San Francisco-417: Excellent service by Edwin (Chirino)!

San Francisco-417: Tom Hernandez is the best!

San Francisco-417: I am very pleased with Roel Vasquez, our inspector.

San Francisco-417: Mingo (Green) is a great guy. He does his job and informs me of the issues.

Colorado Springs-421: Gina Puzo is really good at customer service and checking in with us on things.

Colorado Springs-421: We have had a Jeff (Wildeman), Jeremy (Lientz) and Brandon (Curry) do our

inspections in the past, and they are really good about answering our questions and giving us feedback.

Houston-430: Robert (Wheeler) is always very good when he comes out.

Houston-430: Their tech, Robert Wheeler, is great to work with!

Greater LA-434: Duane (Janda) is very, very good. He knows his way around and is very knowledgeable

of our equipment.

Boise-444: Darin Cunha was very professional and easy to work with.

Phoenix-445: Bill (Mish) is great!

Portland (OR)-448: Tim Morland is very helpful, and is available to answer any questions.

Portland (OR)-448: Ly (Long), the assistant, was prompt in helping me.

Anchorage-449: I worked with Matt (Fosberg) on a quote, and that went over nicely. He answered a lot

of my questions.

Reno-454: I like working with Jared Trotter.

Sacramento-455: Billy Wicklund has great customer service skills while conducting inspections. He

interacts well with the mall staff. His reports are always detailed. It is a pleasure having him on site.

Salt Lake City-456: Their tech, Mark (Waldman), treats us very well. He works around our schedule and

does a good job.

Seattle-458: Their tech, John Dorsey, is the bomb!

Albuquerque-467: I really liked their tech, Leo (Lucero). He is great!

Wichita-472: Three of your technicians are going way above and beyond for your company. One tech, Grant (Fisher), recently just returned from Africa and on the day of his return, we were in an after-hours situation where the strobes and things were going off. He stayed on the phone with me over a hour to make sure I had gotten everything back in order. I also have two more techs that have made sure I can contact them (in cases where I can't get anyone on your 800 number, or local number); Dennis

(Mwaipola), and I think the other guy’s name is Mike (Hutson). They really do an amazing job.

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Spokane-479: Kevin (Shines) is one of the best techs that I have seen.

San Diego-480: Mark Walker is an excellent field rep and always makes himself available.

San Diego-480: George (Sanchez) and Katherine (Velliquette) are two people that have been helping

me with new construction issues. They have done an excellent job!

San Antonio-492: Their tech, Roberto (Garcia), is great!

McAllen-493: The inspector was excellent; friendly and very professional. His name was Jeffrey (Paul).

Austin-494: Technicians were very professional and did excellent work. Nick (Erickson) made sure we

were taken care off in a timely manner. And for that, a Big Thank You!

Cincinnati-514: Eddie Mcdonald does a great job!

North Jersey-518: My tech, David Irvine, is awesome.

North Jersey-518: Their tech, Christopher (Carroccio) is great.

North Jersey-518: We can always count on Juan (Sanchez) when he comes.

North Jersey-518: Their tech, Jason (Pendleton), is a hard worker. I really like him.

Philadelphia-544: I would like to have the technician named 'David' (Bense) be our assigned technician.

David has serviced our fire system, nurse call system, etc. He has been here to service our system even before the dry wall was hung, and he knows exactly what needs to be done. The work he does is efficient, and he doesn't come here and mess around.

Pittsburgh-546: Eli (Gearhart) is very knowledgeable and skilled in his job.

Pittsburgh-546: Their tech, Mike (Simoni), is exemplary. He always does a great job. Their sprinkler

inspector, Steve Salzman, is great as well.

Pittsburgh-546: I would like the company to know how courteous and knowledgeable their employee, Mike Rossi, is. He is efficient when inspecting, which helps in a facility like mine. I am glad he is the one sent to inspect our buildings.

Pittsburgh-546: Gary (McMurtrie) is so good. He explains everything. And if I have questions, he

answers them very thoroughly to make sure that I understand. He just goes the extra mile to make you feel good about the service you're receiving.

Pittsburgh-546: Their tech, Joe (Stipetich), is a very nice person. He takes care of everything, including

sending paperwork out. He always goes above and beyond. I am even impressed with the people I speak with on the phone. I is always treated very cordially on the phone.

Pittsburgh-546: Their tech, Bob (Kinsley), is always very professional. He is a respectful and

outstanding guy.

Pittsburgh-546: Gary (McMurtrie), our service tech, is excellent. He is doing an amazing job! We are

very pleased with his service.

Allentown-551: The tech that came out, John (Gunderman), is so helpful and really knows what he's

doing.

Allentown-551: Their tech, Scott (Strong), always does a good job.

Wilmington-557: Stephanie (Lambert) and Carolyn (Yerkes) were great; very customer-oriented!

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Wilmington-557: My experience in property management has taught me that a company is only as good as the employees working for it. Cody (Croswell) makes us feel like we are his only client. I’m sure his other clients would say the same. He represents SimplexGrinnell in a very professional and customer service-oriented manner.

DC Metro-564: Shawn (Bowers), the tech, went around the yard and did a good job tagging and

replacing the fire extinguishers that needed attention.

DC Metro-564: I think that SimplexGrinnell does a good job, but it's because of their employees like

Corey Mcfarland. He has great follow-up and knows our systems.

DC Metro-564: William Pounsberry is the best thing going at SimplexGrinnell; a constant professional,

always on time, and with exceptional customer service!!

Toledo-584: Our on-site inspector Andre (Phlipot), was very pleasant and very professional. ■

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simplexgrinnell q1 / fy 2017 customer experience...

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