When your windshield is suddenly chipped or cracked, it can quickly become a nuisance and a distraction from the road. A crack larger than a dollar can obstruct the road in front of you, endanger others and lower the integrity the overall safety of your vehicle.
That’s where Safelite AutoGlass comes in—they are the largest provider of vehicle glass repair and replacement services in the United States. In 2017 they won the Gold Stevie Award for Customer Service Innovation in the Stevie Awards for Sales & Customer Service for its new one-stop solution to calibrate ADAS cameras after a windshield replacement.
Over Six Million Lifetime Guarantees
With more than 7,800 mobile glass shops and stores in all 50 states, Safelite AutoGlass is the nation’s largest provider of vehicle glass repair and replacement services. Safelite spokesperson Katie Salvator recalls their previous year’s success in regards to speedy service.
“Last year, six million customers chose Safelite AutoGlass for its 24/7 national contact centers, advanced online scheduling, superior repair and replacement systems and the industry’s only nationwide lifetime guarantee.”
Safelite AutoGlass is a member of the Safelite Group family of brands, which together make a difference in the lives of 10 million customers annually.
Unbreakable Reputation
As the country’s largest service provider, their new one-stop solution to calibrate ADAS cameras after a windshield replacement made a huge impact in road safety across the nation.
“Winning a Stevie Award offers third-party credibility and recognition of our efforts to create a better customer experience.”
Katie also acknowledges Ed Sprigler, Safelite AutoGlass VP for Strategic Initiatives,, who has largely contributed to Safelite’s success.
“Ed is a problem solver, and no challenge is too big or too complex for him to eagerly roll up his sleeves and tackle it. It’s that kind of can-do attitude that helps make Ed an exceptional customer service award winner for leading the ADAS solution.
People Powered and Customer Driven
Safelite's core success can be attributed to their People Powered and Customer Driven strategy. “Being people powered means that we power our performance by thinking ‘people first’ and by having talented, happy and engaged people who deliver extraordinary results, Katie explains.”
Katie lists their four cornerstones to People Powered:
- Leadership
- Focus
- Talent
- Caring
Their Customer Driven success focuses on achieving extraordinary results by looking at their business through the eyes of their customer, making it easy for them to ensure their experience is memorable. Katie relays the four elements to being Customer Driven:
- Listen
- Focus
- Create
- Delight
With nearly 14,000 people employed across the United States, these two core mindsets have helped them continue to create memorable experiences for customers every day by demonstrating their Safelite Spirit.
Greater Than the Task at Hand
Having a greater purpose matters to people. At Safelite, their purpose is to make a difference and bring unexpected happiness to people’s everyday lives. Katie believes their purpose isn’t about what they do; it’s about the way they do it.
“It is something that motivates us to strive to achieve something greater than the task at hand ... and it influences the way we do it. When it comes to our customers, there’s a quote: ‘I may not remember what you said or even what you did, but I’ll always remember the way you made me feel.’"
