May 05 2015

Customer Service Hero: Jamie Smith

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology

Every year Safelite receives hundreds of letters from our customers complimenting the customer service of our associates. Here’s one we couldn’t resist sharing: the great customer service efforts of Jamie Smith, Lead Technician, Waterbury, Conn.


“I am writing to inform you and thank your team for the extraordinary customer service provided yesterday by the manager of your Danbury, Conn. facility, Jamie Smith.

“I was driving north in Western Connecticut with my 94 year-old and wheel-chair-bound father en route from Pennsylvania to Maine when a sizable chunk of concrete came up from the road, ricocheted off my car's hood and shattered my windshield. One piece was embedded in the windshield, and my father and I were covered in glass shards. Luckily, it hit in the middle of the windshield, and neither I nor my father was hurt.

“I contacted your national phone service center and the agent was helpful, but noted that all nearby facilities had no service times available until maybe late the next day.

“Since the car was not safe to drive over any distance I decided nevertheless to go to the closest Safelite location in Danbury and arrived shortly after noon.

“Jamie Smith examined the windshield and agreed the car was not drivable. Unfortunately, under ordinary operations a new windshield would not be delivered from the central warehouse, a couple hours away, until the following day.

“So I was looking at a delay of over 24 hours and the challenges of finding a hotel and caring for my father without his usual help.

“Jamie Smith heard my phone calls exploring the inconvenient options and decided to go beyond normal operations.

“As he later explained, he is training potential managers and is always encouraging them to think in terms of the customer's perspective.

“So, understanding my plight, he arranged someone from the warehouse to drive the replacement windshield halfway and sent one of these technicians to meet them.

“Ultimately, my father and I were on the road again within a few hours of the accident, and we were able to complete our trip the same day.

“Again I would like to commend your team, and especially Jamie Smith, for outstanding customer service. I have used Safelite service in several locations across the country and have always had good service, but this was extraordinary.”

- Richard P., Monte Sereno, CA

Read More


I love Safelite. They have always been so awesome here in northern Illinois. Keep up the great work guys!

Denise , May 07, 2015

This is a great organization and Renee practices what she preaches.  Renee went out of ehr way to help when my windshield cracked.  She had her team contact me directly and they contacted my insurance company and scheduled my appointment.  AMAZING SERVICE!  Safelite gets it right!

Michel, May 14, 2015

He is absolutely amazing and goes above the call of duty to get the job done .. a million thanks

amanda and geralb moreau, March 26, 2016

Feel free to comment below:



Please enter the word you see in the image below: