September 29 2011

Customer Delight Insight with Jackson 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.

Joe Black, General Manager, for Jackson, Mississippi, ranked No. 3 with an NPS of 88.4%!

1. What does customer delight mean to you as a market leader?
Everything. In a business like ours where most of the time, the service is an unexpected expense for our customers, we need to make the situation as seamless as possible for the customer. One thing that I tell my associates all the time… we are not in the industry of upgrades like a new car stereo. Nobody says I can wait to get that new and improved windshield for my vehicle.

2. How does your market manage to get such a high NPS?
Communication… every Monday we have a tech meeting, and we review our scores, the successes and the challenges. We also post weekly, quarterly, and yearly numbers and how we rank against the rest of the markets within the company.

3. How do you get your associates excited about customer delight?
We make it personal with the customer, have empathy, show sympathy and treat the customer the way you want to be treated. Or I tell them to treat them like you would your grandmother. Nobody can tell their grandmother “no.”

Great work, Joe!

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My problem was a wall until I read this, then I samsehd it.

Elmira, November 06, 2011

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