October 24 2011

Excellence in Service Profile: Darius Smith, Repair Specialist

Scott Gardner, Regional Quality & Training Manager

This is our second profile of an Excellence in Service award winners. The Excellence in Service program recognizes employees when they are complimented for customer service. It has been an effective way for us to encourage our employees to focus on customer delight.

Darius Smith is a repair specialist for Safelite AutoGlass. Here’s what a customer recently wrote:

"I found your representative Darius Smith to be pleasant and well spoken. He took the time to explain to me what he was doing, and that there was a possibility that he might not be able to complete the repair if the chip ‘spidered’ when he started the repair, and that then I might have to have the entire windshield replaced. Fortunately, that wasn't necessary. He also educated me to not immediately turn the defroster on the windshield, until after the car had warmed up. The additional service of cleaning the outside of all windows, and vacuuming the front floors was also a welcome service. Hopefully, I will not need your services in the future, but if I do, I would hope that Mr. Smith will be my technician.”

This illustrates the importance of communicating with customers. It’s not enough to show up and do the job – they have the right to understand the service you are providing and the knowledge to prevent future damage to their windshield.

Well done, Darius!

We welcome your thoughts on ways to communicate clearly to customers!

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Whoa, whoa, get out the way with that good ifnormtaion.

Trixie, November 06, 2011

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