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NAW Executive Conference Dave Griffith Modern Group Ltd - PowerPoint PPT Presentation


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NAW Executive Conference Dave Griffith Modern 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 ?.

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before we get started
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
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
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