“Exceptional customer service is delivering way above and beyond, not because you have to, but because you want to. Be memorable, by doing the unexpected.” – David Cahill, Eastern Florida District Manager, Orlando, FL
Job title: District Manager, Eastern Florida
Years of service: 1 year
Early in his tenure at Safelite, David noticed some complaints from customers of an insurance company serving military members. The complaints weren’t about the service, but about how the technician addressed the customer. David remembered hearing about the military’s use of valour coins that are awarded as a sign of appreciation, which sparked an idea.
David discussed valour coins with a technician who was himself a veteran and decided to have them made to present to customers identified as being a part of the military – active or veteran.
“We just wanted to find a way to build our relationship with our military customers” David said.
David and team designed and produced the coins, instructing technicians on how to shake hands and properly present the coin. A few weeks later, David was visiting a branch when he noticed a customer in the waiting room who was a decorated Navy Senior Chief Petty Officer. David approached him and thanked him for his service, presenting him the coin. The officer was so overcome with appreciation he smiled and hugged David.
As a result, Safelite leaders across the country are encouraged to ensure their veteran associates and customers are provided with a Valor Coin thanking them for their service.
Top Tip: “When you are not feeling at your best, do something exceptional for a customer. It makes you feel good and lifts your mood.”
Because of his thoughtful approach to customer service, David won an International Exceptional Customer Service Award.