When a family suffers a property loss, every member has embedded memories of how this loss was handled by the agent and service provider. Positive memories can forge a relationship with the agent for generations to come. PuroClean is here to help create stronger customer loyalty.

1. Delivering
World-Class Customer
Experience
PuroClean
Emergency
Services
800-349-3218

2. World-Class
world-class (-klas’) adj. of the
highest class, as in international
competition-SYNs Tiger, PuroClean,
Gagnon, Guiant, Hoffmans, etc.
Webster’s New World College Dictionary
Fourth Edition and then some!

3. Review of Statistics
 Estimated 1,000,000 buildings effected
each year by water damage
 70% of property damage claims related to
water damage
 Estimated 22 water-damage claims per
thousand households
 Billions of gallons of water are used indoors.

4. Policyholder’s State of Mind
 They experience trauma, stress, depression, &
frustration
 Concern for multiple chemical sensitivities,
respiratory sensitivities, allergic reactions to dust
and other triggers
 Concern for family heirlooms
 Loss of sense of security

5. An Event They Will Never Forget
 One bad experience may be their last
experience with your agency.
 One world class experience will create a
raving fan of their agent for generations!
 These positive experiences create
ambassadors for you, the agent!

6. The Truth About Customer Loyalty Brian Sullivan- Peak Performance, July 2008
 60-80% of DEFECTING customers described
themselves as “Satisfied” or “Very Satisfied”
 An average company loses 10-15% of
customer base annually.
 Almost half of buyers avoid a business
based on someone else’s experience.
 It costs 5-10 times more to attract a new
customer than to keep an existing one.

7. The Truth About Customer Loyalty-
facts that we have observed
When a family suffers a property loss, every
member has embedded memories of how this
loss was handled by the agent and service
provider. Positive memories can forge a
relationship with the agent for generations to
come.
PuroClean is here to help create stronger
customer loyalty.

8. Our Employees
PuroClean
is driven to provide
an unmatched
service experience
quickly,
professionally,
ethically,
and with compassion
resulting in peace of
mind for all
concerned.

9. Helping Professionals
 Reduce loss ratios from 20-40%
 Increase customer retention
 Assist in providing a favorable opportunity to
extend the generational accounts
 Making ambassadors out of their
policyholders
 Generate new customer business.

10. How it’s done…
We focus on
Restoration vs. Reconstruction

11. …Create an Environment Conducive to Drying
Theory
 “Wring out” the towel
 Dry under Santana wind
conditions
 Check the “weather report”
each day until dry
standards are achieved
Conclusion

12. Compression Water Extraction will remove up to
90% of Water…the rover

13. Wood drying mat system at work…

14. …saving thousands of dollars in one claim alone

15. Add a LGR XL Dehumidifier a few
HCAM’s …

16. The Results?
 Wood floors are rescued.
 Drywall and baseboards are dried in place.
 Carpet and pad will be steam cleaned upon
completion of drying.
 Little or no reconstruction
 Our job is not complete until we have
exceeded the customer’s expectations.
This is based on a Category 1, Class 2 Clean water loss. Your
typical water loss.

17. Choosing PuroClean- It all adds up to…
1. Proper Mitigation- conscientious efforts
taken to reduce expenses associated with
unnecessary replacement costs
2. Peace- knowing your office was well
represented when it comes to customer
care
3. Retention and Growth- a happier policy
holder who will recommend your agency to
all they associate with.

18. The Unexpected
A little something extra
that says… “You were
a wonderful family
to work with. We
thank you for your
business,
PuroClean”

19. Systino- Net Promoter Score
Survey Says….
Giving the
opportunity for the
policyholder to
provide feedback is
our way of keeping
ourselves in
alignment with
everything our brand
promises- a World
Class Customer
Experience

20. Voice of the Customer