Safelite AutoGlass Leader Featured in Recently Published “What Customers Crave”
COLUMBUS, Ohio – Safelite AutoGlass®, the largest provider of vehicle glass repair and replacement services in the U.S., is a People Powered, Customer Driven organization focused on bringing unexpected happiness to people’s everyday lives. Eastern Florida District Leader David Cahill 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 Cahill for his idea behind presenting valor coins to military customers.
Early in his career at Safelite AutoGlass, Cahill noticed a myriad of complaints from customers who happen to be active military members. The complaints weren’t about the service his team offered, rather how the technician addressed the customer. So, he set out to do something about it. He remembered hearing about the military’s use of valor coins that are awarded as a sign of appreciation, which sparked an idea. Cahill discussed valor coins with a technician who was himself a veteran and decided to have them made to present to customers identified as being a part of the military – active or veteran.
“We just wanted to find a way to build our relationship with our military customers,” Cahill said.
Cahill and team designed and produced the coins, instructing technicians on how to shake hands and properly present the coin. A few weeks later, Cahill was visiting a Safelite AutoGlass store when he noticed a customer in the waiting room who was a decorated Navy senior chief petty officer. He approached him and thanked him for his service, presenting him the coin. The officer was so overcome with appreciation he smiled and hugged him.
As a result, Safelite leaders across the country are encouraged to ensure their veteran associates and customers are provided with a valor coin thanking them for their service. Cahill’s story is featured in this online video.
After hearing of Cahill’s story, Webb was intrigued and decided to test things out for himself. He scheduled service with Safelite AutoGlass where he received world-class service and confirmed their place in his latest book.
“We are thrilled to be able to shine a light on David’s People Powered, Customer Driven leadership,” said Senior Vice President of Customer, Brand and Technology Renee Cacchillo. “His efforts are truly appreciated by our company and our customers. He inspires all of us with his service-mindset, can-do attitude and caring heart as we all strive to bring happiness to our customers.”
About Safelite AutoGlass®
Safelite AutoGlass® is the nation’s largest provider of vehicle glass repair and replacement services with more than 7,400 MobileGlassShops™ and company stores in all 50 states. Last year, more than 5.4 million customers chose Safelite for its 24/7 national contact centers, advanced online scheduling, superior repair and replacement systems, and the industry’s only nationwide lifetime guarantee. Founded in 1947, the Columbus, Ohio-based company employs more than 13,000 people across the United States. For more information, visit Safelite.com, or follow us on Facebook and Twitter.