August 15 2011

Putting An End to Customers’ Wait Time


Rich Harrison, Safelite® Senior Vice President & Chief Operations Officer
1 Comments

According to the TOA Technologies 2010 Cost of Waiting Survey, on-time arrival has the highest impact on brand reputation among 76 percent of Americans waiting for service appointments.

When an appointment is on time, 58 percent of respondents will make a recommendation to friends. But if the company is just 15 minutes late that drops to 10 percent. On the service improvement wish list, 48 percent said they want on-time arrivals. This data illustrates the need for service providers to offer scheduling flexibility and confidence in service appointment times.

To this end, Safelite has developed custom technology using popular features such as GPS tracking and mobile phone applications that allows us to more accurately schedule service AND streamline the fulfillment process.

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August 08 2011

Customer Service Means … Doing Your Job


Scott Gardner, Regional Quality & Training Manager
7 Comments

At Safelite AutoGlass, we hire people who have a natural ability to make others happy and then train them on the technical skills needed to complete a quality job. Diane Smith is a prime example. While working as a mobile repair specialist in Las Vegas, Diane was recognized as one of our 2010 Everyday Hero Award winners – an annual program designed to encourage customer-focused behaviors.


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