An Appreciative Customer

If you read my blog often, you probably know that customer service is really important to me and can make or break an experience for me. So I was particularly pleased this morning as I was compiling editorial for today’s glassBYTEs.com™ that one of our industry’s own recently got a major pat on the back from a local paper and customer. Northwest Auto Glass in Craig, Colo., was featured in yesterday’s Craig Daily-Press for the outstanding customer service it provided to a customer.

“I recently had a windshield replaced,” writes Eva Garrett in her letter to the editor. “I called Northwest Auto Glass, and they got it in that day. I was without a vehicle, but they brought me home and, when it was done, they came and got me.”

She goes on to write, “They had washed all the windows and vacuumed the pickup. If you need a new windshield, I recommend them.”

First, I salute Ms. Garrett for taking the time to compliment a company publicly like this; I think all too often we all tend to only voice our opinions when they’re negative, and I’m guilty of that too.

But, secondly, I salute Northwest Auto Glass for providing such great service that encouraged her to do so. And, though I’ve heard of others offering a similar pick-up program, even car-lending programs, etc., this really goes above and beyond the call of duty.

Have you tried such a program—either picking customers up or lending them vehicles temporarily? What were the benefits? And the fallbacks? Please e-mail me at pstacey@glass.com. I’d love to hear your thoughts.

P.S. On a more serious note, the new NAGS pricing is just more than a week out from taking effect, and the latest price increases already are starting to roll in.  How do you combat all of these changes?