November 03 2011

Customer Delight Insight with Columbus General Manager

Scott Gardner, Regional Quality & Training Manager


At Safelite AutoGlass®, each of our markets tracks its own Net Promoter Score (NPS). At the end of the year, we followed up with our top 10 NPS markets to ask the general managers how they deliver customer delight.

Eric Poderys, General Manager for the Columbus market ranked No. 8 with an NPS of 87.0%!

1. What does customer delight mean to you as a market leader?
Customer delight means three things to all associates in the Columbus Market – delivering quality job performance to our customers, providing friendly and helpful service to our customers, and applying that attitude to our interaction with internal customers as well.

2. How does your market manage to get such a high NPS?
We place a high focus on Customer Delight training, continuing education on a weekly basis, and always have high expectations – we continue to raise the bar!

3. How do you get your associates excited about customer delight?
The most important messages we send are geared toward self- and company pride, as well as how great NPS will ultimately be the lever that helps our company continue to grow.

4. Do you have a story that illustrates what your team does so great as far as delivering customer delight?
We recently experienced a capacity shortage in some of our mobile professionals. We had a number of technicians from our store volunteer to travel and make sure that our customers were taken care of, regardless of the extra drive time and how late they would be getting home.

Nice job, Eric!

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THX that’s a great aenswr!

Janae, November 06, 2011

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