September 30 2014

Customer Experience Managers Need to Plan Ahead for Catastrophe


Steve Miggo, Safelite Senior Vice President of Operations
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Back in June, a hailstorm with baseball-sized hail hit a densely populated area of Abilene in the heart of Texas, causing considerable vehicle glass damage. Fortunately, as the only national vehicle glass company, Safelite AutoGlass has a National Catastrophe Response Plan and was able to quickly respond to customer needs.

The Abilene area is typically staffed with three Mobile Pros technicians – they provide vehicle glass repair and replacement at the location of your choice as opposed to one of our shops. With the storm driving the need for additional staff to handle the workload, District Manager John Scarborough quickly rallied the team, bringing in 10 additional employees from the Southwest Region to assist. The Safelite team also set-up a tent in the parking lot of the Mall of Abilene, providing “in-shop” service to the customers in the area that had damage as a result of the storm.

Planning ahead for product inventory is also a crucial element in planning for catastrophes. Safelite pulled from both the Lubbock warehouse and Dallas warehouse delivering glass several times each day throughout the six-week ordeal that generated an additional 1,200 glass units for Safelite.

The local news reported on Safelite’s extraordinary service during the aftermath of the storm, which brought in approximately 90 jobs a day.

Whatever it is that may cause your business to face a spike in customers, it’s critical to plan ahead so you’re prepared with the right staff and the right product so you can always deliver on your customer promise.

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