When Safelite® leaders announced plans for a cultural transformation aimed at achieving customer delight, Salt Lake City General Manager Brent Beck, who has been with the company since 1987, took it to heart.
“My leadership style changed,” Brent explains. “While we offered customer comment cards for many, many years, I don’t think we truly listened to what customers told us.”
“This transformation has been about realizing it’s ALL about the customer and that feedback from them is a gift. In the past, I spent a lot of time just focused internally… making sure vans were clean, uniforms were neat and so on. Now, I take a more hands-on approach with customers.”
What’s interesting about Brent’s story is that he wasn’t necessarily wrong before…
When the economy is troubled, business leaders can view customer service in different ways… some may say it’s more important to delight a customer because consumers are more conservative with their spending while others may believe that customer service is always a priority no matter the economy.
So we asked in our latest reader poll, “does a struggling economy make customer service more important?” Wisely, zero answered that it’s “less important,” while 91.7% said it’s “more important.” Just 8.3% said it’s the same.