August 08 2011

Customer Service Means … Doing Your Job

Scott Gardner, Regional Quality & Training Manager

At Safelite AutoGlass, we hire people who have a natural ability to make others happy and then train them on the technical skills needed to complete a quality job. Diane Smith is a prime example. While working as a mobile repair specialist in Las Vegas, Diane was recognized as one of our 2010 Everyday Hero Award winners – an annual program designed to encourage customer-focused behaviors.

In this video of Diane, you’ll hear how she has a very matter-of-fact yet too-good-to-be true philosophy… she says, “The secret to providing exceptional customer service? Being on time, being friendly, showing up and answering questions, doing your job. The first thing I do when arriving on a job is shake their hand and introduce myself.”

What a refreshing idea! How many times have you received service from someone grumpy or disheveled? It’s true… the small things really do count. Read what this customer had to say about Diane:

“Diane did a great job on the windshield repair. You could not even see where the rock hit. My wife was concerned about the rock hitting the windshield, but I told her to calm down and we would call our insurance company and have Safelite come out to fix it. My wife came home just as Diane was finishing and she was amazed. A saying I use is ‘Happy Wife...Happy Life!’ Thanks, Diane!”

Congratulations to Diane – you make me proud!

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