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.
Rick Harvey, General Manager for the Ontario, California market tied for No. 3 with an NPS of 88.4%
1. What does customer delight mean to you as a market leader?
Customer delight is the culmination of everything we do as a company and is a great barometer of how well we perform our daily duties. A high customer delight rating is only possible if we are operating productively and efficiently, performing all company policies (vacuuming, washing windows, tech call-aheads, etc.), and have engaged associates.
2. How does your market manage to get such a high NPS?
Customer delight is something that my market management team focuses on daily through daily & weekly communication. Direct supervisors go over the weekly customer comments (positive & negative) with each of their associates (techs, SR’s, warehouse). All negative issues are investigated and items for improvement are gone over with technicians/SR’s.
3. How do you get your associates excited about customer delight?
Customer delight is kept in the forefront of each associate’s mind through constant communication. Exceptional performances are recognized each week in a group setting. Location based competitions are held each month where the winner receives a prize. Making sure every associate understands their individual incentive plan is key.
4. Do you have a story that illustrates what your team does so great as far as delivering customer delight?
The supervisors in the market lead by example – On a Sunday previous to when we offered installs, I stopped by the warehouse to pick up some paperwork and while I was there a customer showed up with a damaged door glass. I contacted my tech manager and he came in right away and secured the customer vehicle. This was highlighted to the entire market and demonstrated an associate going above and beyond to delight a customer.
Great work, Rick!