November 12 2013

Customer Service Tip: Decide Who Comes First

Melina Metzger, Public Relations Manager

Forrester Research, a global research and advisory firm serving professionals in 13 key roles across three distinct client segments, including customer service recently held the Forum For Customer Experience Professionals. The theme was “Boost Your Customer Experience To The Next Level.”

As a recipient of Forrester’s “Outside In” Award, Safelite was invited to speak at the Forum about creating a customer-centric culture.

Safelite’s Vice President of Service Delivery Renee Cacchillo shared the model Safelite used. It looks like this:


Every company must decide where to focus their disciplines and core values. Core values are: Choosing who comes first… shareholders or employees or customers. Disciplines are: Choosing what comes first… operations, products or customer service. There are no right or wrong answers to the questions. The critical point for any company is to ask the question and make sure your resources are aligned with the answer. Companies that never answer these questions can be unfocused and often sub-optimize their performance.

For our first transformation we needed to make a decision…who comes first? We decided on our people for this simple reason: We believe that you have to take care of your people if you want them to take care of your customers. It’s a very simple equation – take care of your people and they will take care of their customers.

For our second transformation, our goal is to transition what we focus on from our operational efficiency to listening more to our customers. All of our decisions on how we operate will be driven by the customer needs.

This is how People Powered, Customer Driven came to be our philosophy. Many thanks to Forrester for allowing Safelite to share our story!

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