- Simplicity, it needs to be easy to understand across multiple generations of buyers.
- A kick ass product or service.
- A positive experience, we need to be left feeling Satisfied.
The Safelite vehicle with the replacement windshield arrived less than 24 hours after I had the run in with the quarter sized rock. I heard the truck beeping as he backed into my driveway & like a kid excited on Christmas morning, I wanted to run outside and see some of this mobile 'windshield repair' in action. The repair tech pulled out his easels, the suction contraptions to maneuver the heavy glass & he began to remove my damaged windshield in no time. It was fascinating to me seeing Ted swiftly work through all the stages of the windshield removal & replacement and shockingly us not being in an auto repair shop. I told him he was like an artist and this was such a "Kick ass Product" and service coming together demonstrating mobility in my own garage.
I'm in sales and customer service too and Ted reminded me how important it is to always do great work. Ted, you treated my car like it was your own, you weren't in a hurry & you made what started out as a negative experience as painless on me as possible. You indirectly encouraged me to shake off any complacency I may have being in the Sales and Technical Services industry & reminded me to always deliver a positive customer experience. If we don't; there are hundreds of other sharks salivating at the opportunity to shine in-front of our customers. You do great work for your company Ted, you're darn good at your craft after 20 years and you appeared to really enjoy what you do. Hats off to you Ted, nice Cowboy boots and be safe on your Harley; I was more than "Satisfied" using Safelite AutoGlass.