As president and CEO of Safelite AutoGlass, I read many letters from customers. This is one example that recently brought a smile to my face.
“I am a retired business person and have become disenchanted with present day workers, i.e., lack of strong work ethic, dishonesty, and really just not caring to do work properly.
“When Safelite Technician April came to my house, I was surprised to see a female – which delighted me… nice to see. Right away April made me feel very comfortable in the repair she was going to perform. I just had a small “star,” but wanted to repair it before it caused further damage. She addressed all my questions – some of which she covered even before I asked them. We talked briefly about our dogs – we both have Labrador Retrievers… and honestly, it was like talking to a good friend. She is definitely a “people person.”
“In the course of her work, she found $200 that I had hidden a couple of weeks ago under the front floor mat, which I had totally forgotten...
At Safelite AutoGlass, we’re a People Powered, Customer Driven organization focused on bringing unexpected happiness to people’s everyday lives. That’s why we are extremely proud of our Eastern Florida District Leader David Cahill. He is a prime example of how engaged, talented people deliver memorable customer experiences. His leadership is featured in a new book, “What Customers Crave: How to Create Relevant and Memorable Experiences at Every Touchpoint,” by world-renowned innovation thought leader and customer experience expert Nicholas Webb.
“What Customers Crave” highlights Webb’s picks for the top 20 best brands in the world for customer experience. He includes Safelite AutoGlass and David for his idea behind presenting valor coins to military customers.