September 12 2012

Customer Service Heroes: Knoxville, TN Service Center Operations Team


Scott Gardner, Regional Quality & Training Manager
2 Comments

When customer Gary C. drove his vehicle into the Safelite AutoGlass® service center in Knoxville, Tennessee hoping to get his windshield replaced, the location was extremely busy, but the technicians said they could help.

Upon inspection, it was evident that the vehicle had been either in (or close to) a fire. In addition to the windshield being ruined, several trim pieces, both headlights, as well as the grill of the vehicle appeared melted from extreme heat.

Gary was transferring that same day to a new job in Georgia. The night before, his house had caught fire. In his panic to get his children out of the house, he could not find his keys to move his vehicle so the car sat motionless while the fire ravaged his house. The vehicle now contained everything Gary owned.

The Knoxville team had been servicing a large volume of customers for weeks due to a previous storm but still treated each customer with personal care. They knew that this was a special situation where they could demonstrate how much we care for our customers at Safelite®.

Technicians Mike Wiles, Cliff Jones and Kelvin Thomason appealed to the Knoxville General Manager Eric Dennis to do the job at no cost, who agreed, as there was no doubt this customer needed some good fortune.

At this point, technician Parish Hartman said to the team, “we have to do something more.” Over the course of the next 30 minutes, he proceeded on his own to solicit his co-workers for donations for Gary and his family. Within that half hour, the location collected nearly $500 in cash as well as food and even some sports equipment for Gary’s children.

Upon return of his vehicle, Gary said thank you. Crying, he told them that he was stunned by the generosity of the Knoxville employees and their thoughtfulness to start an immediate collection for his aid.

Reflecting on the event, Knoxville General Manager Eric Dennis, said, “Our employees, who could have just gone about their day, instead took the time to recognize a need and took action.”

Safelite AutoGlass is lucky to have the employees in Knoxville who not only do great quality work but treat all our customers well, especially those who are most desperate need.

Read More



Comments:



Wow! Nice Job Knoxsville!!! Hats off to all of you.

M Pfeufer , September 18, 2012

It MAKES ME FILL GOOD TO WORK WITH PEOPLE THAT HAVE A CARING HEART FOR OTHER PEOPLE NOT JUST FOR THEM SELFS. GREAT JOB KEEP IT UP

Terry Polvado, Manager 06520 MCALLEN , TX, September 20, 2012



Feel free to comment below:

Name:



Comment:



Please enter the word you see in the image below: