restoring responsibility since 2004 north american restoration dry-cleaners
TRANSCRIPT
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Restoring Responsibility Since 2004
North American Restoration Dry-cleaners
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Agenda
• Introducing North American Restoration Dry-cleaners• National Programs/ Pricing Comparison• Issue Resolution• NARD Member Statistics• Next Steps
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Who is NARD?
• The independent market leaders since 2004• Dedicated to “Restoring Responsibility”• Pre-qualified, pre-screened• Preferred Locally
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Independent Market Leaders
• The largest and most experienced independents • Not a franchise• Not-for-profit• Not pressured to empty-out-houses• 100% Service focused
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Restoring Responsibility
Have the franchise dry cleaners given
Independents a bad name?
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Properly Scope the Loss
Restoring Responsibility
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Restoring Responsibility
Only clean what is affected Only clean what is cost-effective to clean Only clean what the Insured wants that has been affected
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Restoring Responsibility
Introducing our Salvation Army Program• Free cleaning of donated items• No cost to Homesite• No cost to the Insured• Tax receipt for Insured
$2.6 Million Saved to Date $2.6 Million Saved to Date
View Forms
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Why Choose NARD?
Conditional Member Mentorship
Already Excelling on National Programs
Issue Resolution Protocol
Each Member Thoroughly Screened
Everyone Answers to Ethics Committee
No Fees to NARD, No Sales Pressure
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2013 Results On Contractor Connection
# 1 North East Region# 2 North East Region# 1 South East Region# 1 Mid West Region# 1 Ohio Valley Region# 3 South Region
NARD is outperforming the franchises on national programsNARD is outperforming the franchises on national programs
National Results for 2013
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Agenda
• Introducing North American Restoration Dry-cleaners• National Programs/ Pricing Comparison• Issue Resolution• NARD Member Statistics• Next Steps
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The Promise of Programs
Why have insurance companies moved
to national programs?
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The Promise of Programs
Higher Customer Satisfaction
All the Above
Consistent Pricing
Predictable Service Results
Volume-driven Loyalty
Reduced Claims Cost
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The Promise of Programs
Price Xactimate
Discount ?Structure Franchise
Current Vendor Program
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The Promise of Programs
Have you realized a decrease in the average
dry cleaning invoice?
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The Reality of Programs
Discounts alonewill not reduce
dry cleaning invoices
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The Reality of Programs
• Trying to recoup discounts and franchise fees
• Empty the house• Press everything• Up-charging most items• Find additional charges
Price Xactimate
Discount ?Structure Franchise
Current Vendors
• No Fees to NARD (8-10%)• Proper Scope of Loss (5-50%)• Salvation Army Program(10-20%)• Responsible Restoration• No Hidden charges (5-50%)
Price Xactimate
Structure Independent
Sample National Program
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Restoring Responsibility
Responsible Restorationwill reduce invoices
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The Promise of Programs
No hidden chargesNo surprisesLets take a closer look
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The Promise of Programs
and if a problem occurs, we have a system to handle it
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Agenda
• Introducing North American Restoration Dry-cleaners• National Programs• Issue Resolution• NARD Member Statistics• Next Steps
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Restoring Responsibility
We all know that in our business issues can arise out of nowhere…
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Restoring Responsibility
How these issues are resolved is what makes a company stand out
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Issue Resolution Protocol
Expert Lab Analysis
Work with Adjusters to Find Resolution
Standardized Best Practices
ALL Members have Signed Contract
Ethics Committee Oversight
Vendor Fast Tracks Issues Under $1500
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Insureds fall into three categories
On the Fence
Wants Items Restored
Only Wants Replacement
Restore Replace
On the Fence
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Agenda
• Introducing North American Restoration Dry-cleaners• National Programs• Issue Resolution• NARD Member Statistics• Next Steps
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NARD 2014 Member Statistics
9,896 claims 1,101 adjusters
$ 3,400 avg claim
98% Satisfaction
10 min avg phone response
Dispatch within 2 hrs
97.5 % Salvage Rate
24-48 Hr Rush Delivery
15% avg savings with Salvation Army Program
9.5% avg Scope savings
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Restoring Responsibility