With all of today’s technology and social media, businesses are scrambling to keep up with the latest and greatest ways to communicate with customers. While we at Safelite® certainly do our share of staying cutting edge, ironically, one of the most innovative and customer-pleasing things we’ve done utilizes what some consider a technological dinosaur – the email!
The majority of our customers elect our mobile service option where our technicians come to their home or place of business. But, do you always trust the person knocking on your door?
To set the customer’s mind at ease about the mobile technician coming to fix their car, Safelite developed the Technician Profile Email containing the name, brief bio, credentials and photograph of the technician who will perform the service. The email, which is sent the night before or the morning of the service, also provides the estimated time of service and location as a confirmation. (You may have seen this in our national TV ads.)
To our knowledge, Safelite AutoGlass is the only one in the industry (and similar mobile service providers for that matter) to offer the Technician Profile Email. It has been extremely well received. In fact, 85% of customers said they felt more comfortable with the technician coming to their home once they receive the email. We also read lots of positive feedback about it on the Safelite Facebook page.
With that in mind, what basics are you overlooking that could delight your customers? What do you think is the most overlooked basic trait in customer service?