For More Information:

Karen O'Shea, Vice President

Communications and Public Relations

(972) 497-5258

Lennox dealers strive for consumer satisfaction
Introducing the Dave Lennox Premier Dealer™ Program

             (Dallas – June 2, 2004) -- Consumers care about the reputation of the dealer they choose.  Lennox dealers understand this, and with a new consumer-focused program – they are striving to improve faster than their competition.  The new Dave Lennox Premier Dealer™ program was rolled out January 2004, and dealers have already begun using it to benchmark their quality and reputation with consumers. 
            “In the past, making consumers comfortable at home has been simply a matter of providing them with quality products and services,” said Bill Carlson, Lennox manager of marketing and business development.  “Now we’re going beyond basic comfort, with sophisticated products that give consumers greater control over their home environments.  We’re also building and maintaining a reputation for trust by establishing independent standards for performance and customer satisfaction.”
            The new Dave Lennox Premier Dealer program directly addresses “dealer reputation” and “dealer trust” by providing participating dealers with an independent Consumer Satisfaction Survey program.  Survey results are available to these dealers 24/7, via online access through DaveNet, an online real-time Web site for Lennox dealers.  Another key feature is dealers’ ability to compare their performance to their peers, which cannot be done with internally administered programs.
        “Recent studies show trust is even more important than price to consumers,” said Carlson.  “As competition increases, building and maintaining a reputation for trust and reliability is absolutely essential to an HVAC dealer.” 

How is this dealer program different?

Designed to meet the needs of the market, the new Dave Lennox Premier Dealer program is the result of a very disciplined, systematic development process, involving input from many areas of the company.  Dealer input was especially important to the process.  Lennox commissioned a research study of approximately 700 HVAC contractors to determine what they liked and did not like about manufacturers’ affinity programs.  Six contractor focus groups were also conducted across North America to help shape the final program.
        “Consumer satisfaction is the cornerstone of the Dave Lennox Premier Dealer program,” said Carlson.  “Winners in today’s marketplace are those who clearly outperform their competition.  The key to winning today is focusing on consumer satisfaction.  It is a fact that companies with high consumer satisfaction also have higher profits than those with lower consumer satisfaction levels.”
        To learn more about becoming a Dave Lennox Premier Dealer, contact your local Lennox territory manager today.
        A subsidiary of Lennox International Inc. (NYSE:  LII), Lennox Industries Inc. 
manufactures and distributes its residential and light commercial indoor comfort systems to over 7,000 dealers across North America. For more information, contact Karen O’Shea, vice president, communications and public relations at 972-497-5258.

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