April 12 2017

Video: Award-Winning Customer Service from Scott Meister, Technician

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology

Being an auto glass technician goes beyond performing the work itself – technicians are also the frontline of our business, and they can make a transaction more memorable simply by the level of customer service they provide. Technician Scott Meister's service mindset helped make him stand out as an Exceptional Customer Service Award winner.

Since 2012, Scott’s Net Promoter Score has been remarkably high, and his dedication and service means customers ask for him by name. “He treats his customers like family,” said store leader Jim Falk. “You can hear it in the tone of his voice on calls.”

With Scott’s commitment to excellence, he has more than his share of compliments from customers. Here’s just a sample of what they had to say:
• “Super service! I arrived 10 minutes early (7:50 a.m., store opens at 8 a.m.), but Scott came out and took the van in immediately. Windshield replaced in less than estimated time, van was also well cleaned = very happy client.”
• “Scott knew I had dogs and a young child inside the house. He was very helpful in contacting me prior to arrival and after service was completed in a way which kept the dogs from barking and waking the baby.”
• “I forgot to mention to my technician that there was a Wisconsin State Park Sticker on the windshield and it was not transferred to the new one. When I asked about the park sticker, the technician contacted me, apologized and sent me a gift card to compensate me.”
• “Why do I do business with Safelite AutoGlass? Scott Meister. Excellent technician.”

Although Scott says it feels good to be acknowledged for his efforts, he humbly downplays the impact he makes on others. “I don’t feel like it’s extra effort,” he said. “It’s just normal procedure to go above and beyond when I can. My philosophy is to treat others as I would want to be treated.”

With such a positive outlook, it is no surprise that Scott reflects the Safelite Spirit in his approach to his job. “I always want to make sure my customers have a good experience,” he said.

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