March 04 2014

Voice of the Customer: Technician Sheds Light on Important Customer Need

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

We’re excited to announce that Safelite AutoGlass is providing our technicians with a video message for deaf and hard of hearing customers that explains the work they are to perform. The videos, which can be shown on the technicians’ smartphones, were developed after one of our technicians – Portland, Ore.-based Kanyon Hillaire – delivered a powerful service to a deaf customer. His story is shared through video:

After calling the customer the day before the appointment and learning that he was deaf, Hillaire contacted a friend who knew sign language and asked her to record a message for the customer. He knew that communicating during a job is crucial. Customers must understand how long the repair or replacement will take, when it’s safe to drive the car, and what they can expect during the appointment.

That day, Hillaire embodied the company’s philosophy to delight customers and create a memorable experience.

“I could have written everything thing down for my customer,” Hillaire explained. “But, have you ever seen someone after you speak to them in their native language? If not, try it some time. Just learn a little bit and that person becomes more relaxed and they feel more comfortable. For me, customer service is more than doing a good job. Customer service is allowing that person to feel comfortable and safe. Then they can trust me when I am working on their vehicle.”

We were so impressed with Hillaire’s innovation, we pledged to develop official company videos for the deaf and hard of hearing for all its technicians to access when needed.

This is a perfect example of how Safelite strives to be customer driven. By paying attention to customer needs, we can create solutions for them, thereby creating a memorable customer experience. This is just one small thing we can do to make working with Safelite easy for our customers.

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I had the best experience possible today. Chris repaired my windshield and was just the nicest person. You should be proud having as an employee. Thank you Chris you are the best.

Judy, May 27, 2015

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