December 09 2014

Customer Service Hero: Jimmy Berthel, Store Manager, Norwood, Mass.


Steve Miggo, Safelite Senior Vice President of Operations
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Jimmy Berthel, Store Manager, Norwood, Mass.

As we continue to honor the winners of our Everyday Heroes Award, I’d like to share the story of Jimmy Berthel. Jimmy was assigned to our Norwood store in late 2013 and in less than a year has moved their Net Promoter Score from 83.8% to over 90%!

How does Jimmy and team deliver an NPS over 90%? His manager Chris Cristiano says that during peak demand times, Jimmy will extend operation hours to serve customers in a timely manner. This year alone, Norwood was open on 8 Sundays. Sunday hours are a manager’s choice and offered only when it’s needed to best serve our customers.

Management comments are nice but the customer’s voice really counts.

“I first stopped at the Safelite Norwood shop. The manager, Jimmy, was excellent in explaining the process of making my appointment. I filed a claim with my insurer and they connected me to my company of choice, Safelite. The day of my appointment was a serious snow storm. They didn’t cancel my appointment. They got me in a half hour early and had my windshield replaced in exactly the amount of time they estimated. I was thrilled with the workmanship also. My car was clean as a whistle. They also washed all my exterior windows. A nice touch! I went out of my way to choose Norwood Safelite because of how professionally and friendly I was first treated there.” – Customer Kim J.

Jimmy also demonstrates that he embraces quality service, sharing “Any glass shop can install glass; what we do is make customers for life. It can be as simple as taking 5 minutes at the end of each installation to make sure you are leaving the vehicle in noticeably better condition then when you started.”

Thank you, Jimmy, for representing the Safelite brand so well!

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