Better use of your transactional emails can better your business.

I had a great customer experience last week. My windshield was cracked and needed to be replaced. I called my friendly insurance rep at Progressive Insurance and was told the deductible was higher than the cost of replacement so payment would be at my expense. Would I be interested in being referred to their preferred supplier, Safelite AutoGlass and get the preferred discounted pricing? Doh!

I made arrangements with Safelite Autoglass to replace the windshield later that week. So far, so good, and no big deal. Here’s where they really shined.  Shortly after the phone call I received an email from them confirming my order. I had made arrangements to have the work done in the parking lot of my office building. It’s a big building with a huge parking lot and only moderately patrolled. What if these people weren’t on the up and up? What if somehow a scam artist impersonated the real installer and stole my car after I gave them the Keys? I know, you say, a little off the wall here. But I think you get my point about just the general over-all level of concern. As if on cue, another email arrived. It was branded with the company logos and information. It confirmed the appointment, price and all the details needed about my vehicle. It also had sections on Security and Safety along with a picture of Charles and a brief biography about him. My gosh, instant reassurance. I knew these people were legit and I knew my installer by his first and last name and more importantly what he looked like. The day after the installation SafeLite send a follow-up email to confirm my satisfaction and ask if I would take a survey about the experience. I’m sure you can tell how I responded to the survey.

The point of this story is; the act of confirming a business transaction can be so much more than just a simple confirmation. It is an opportunity for a company to reinforce their Brand awareness, garner customer satisfaction, develop customer loyalty and gain insight into their customers’ experiences. The only step in the process that Safelite missed was the opportunity to cross-sell or up-sell other services they offer. But hey, I’ll overlook that because they’re so much farther ahead than most other retailers/service companies already. It's part of a growing trend, where smart retailers are finding more ways to connect with their customers through online and digital formats.

Mike Morawski, Chief Development Officer & Satisfied Customer

Comments

[J. Balavich]

I agree wholeheartedly! This type of follow up and customer contact is a definite plus. From a consumer's standpoint, I look forward to this 'catching on'.

[mary/mark jones]

We had a rock hit our windshield last week.My husband call Safelite, and they came out the next day and fixed the windshield, the work was outstanding and professionally done, I want to thank Greg for work well done and his politeness and explaining things to me .

M/M Jones

[TOLENA PIPPINS]

I HAD SAFELIFE TO COME OUT I WAS LIED TO SEVERL TIME IF I NEED A GLASS REPLACED AGAIN I WILL NOT CALL SAFELITE I WAITED THREE DAYS AND I HAD TO CONTINUE TO CALL THEM BEFORE I GOT A GOOD SERVICE REP WHO WORD TRUE

[sadie&thomas mc duffie]

a treelim fell on my car glass so I call safelite glass before 12;oclock the next day it's in.They just put one in two weeks ago excellent job done by the repairman.-shopnumber05603510028theotherrepairman-05603508507both good jobs.

[FRANCIS HULTBERG]

SAFE LITE MAN CAME IN AND TOOK WHAT INFO HE NEEDED AND DID HIS JOB WHERE GOOD.I THINK THE MAN AND WOMEN WHO WORK FOR SAFELITE SHOULD BE PAIDED MORE FOR WHAT THEY DO.AND THEY ALWAYS DO A GOOD JOB..

[FRANCIS HULTBERG]

FOR GOT TO PUT MY SHOP AND WORK ORDER NUMBER IN 01802863294

[Marci]

Safelite autoglass came to replace my whole front windshield. Richard J., the mobile technican, was timely, accurate, and professional. Thank you!

[Robert]

We were more than pleased with the Monticello, NY Office!! Even when unforseen problems arose, they were quick to act, reassuring the vehicle was in driving condition in less than a day.

Thank You
Robert DeGraw

[Greg Gomez]

we had took a rock of a good size to our Car windshield last weekend so on Monday Morning I was looking for a auto Glass company to do our repair & as it turned out we found Safelite made contact with them and was told they had an opening on Friday between 4:00pm-4:30pm.they called prior to coming to our home and I couldn't ask for better service. the window was removed in a timely Manner and the new one was installed. the Vehicle we have is a 2008 Nissan Altima the dealer wanted for the same window almost $600.00 we paid $185.00 Installed I would highly reccomend that anyone out there want a good job done go with Safelite couldn't be Happier. they even vacumed all of the inside of our car and cleaned all of the exterior widows. couldn't be happier.Greg Gomez Los Banos Ca

[Rick Duquette]

safelite on 1375 park ave in cranston RI put a wind sheild in my f-150 ford,a month later it cracked,man there said it was another impact.nothing had hit my truck windsheild.cost $300.I wiill never use safelite again and i will tell everyone how bad safelite is and to use another glass co.Rick Duquette,Warwick,RI

[James Evans]

I used Safelite also after I was told I would have no out of pocket expense if I filed a claim through my insurance. After the work was done, Safelite wants to bill me citing they made a mistake with my insurance.Does not sound fair to me.I was not allowed the opportunity to shop around.Way to treat a retired Vet. James Evans, Statesboro Ga

[cheby hocutt]

This is the second time that I have had to use Safelite, and as before I am extremely pleased with the workmanship that I have recieved on 2 different occasions and thr technician Marc H. gave great customer service and as always answered ALL questions that I asked him. As we we were over there getting my car fixed my uncle came by and also remembered Marc and said he also was pleased with the work that Marc had done on his toyota Camary. thanks for speedy ,yet neat work Marc H.

[Teharp7]

I had Safelite replace a damaged windshield on my auto in March of 2007. They come to my work place and performed the replacement as scheduled and did an excellent job. Yesterday(June 8, 2010) a section of the windshield's molding come loose. I called their customer service number, I was not sure whether it was still under warranty. Tracy the Customer Service Rep. I spoke with said indeed it was under warranty,
She scheduled a visit by their repair department the same day. The repair tech called 30 minutes before arriving, fixed the loose molding in about 15 minutes. That's what I call OUTSTANDING CUSTOMER SERVICE, very rare these days. Thanks Safelight you guys ROCK!!!

[Sonja B. Lafayette, LA]

I gladly wanted to say that the services at the Safelite Pinhook Location in Lafayette, LA was awesome!
My glass was broken on the driver's side window the day after the 4th of July. Mind you, I really didn't expect to have an appointment the very next day but I did, in the morning. I asked for the mobile services to come to my home but unfortunately it was pouring down raining at that time which I lived in an apartment area w/no covering which was understandable. So I called to reschedule the appointment thinking it would be another day to wait. Right at the time I was making the appointment w/the operator, Mr. John called to let me know I could come in immediately. The staff was ready to take care of my needs asap as soon as I got. There was no long discussion about anything & they were truly prepared to work. The services only took about an hour. The management & staff really have it together than most businesses these days. Thanks so much because as a female its not really cute to drive around without a driver's glass window when its raining!
Your valued customer, Sonja B

[Patty]

Safelite is not a good place for glass replacement service. On August 1, 2010; I arrived at 8:00am for my appointment and left the car, however 5 minutes later I get a call from Safelite that I had to return because he had to show me something. I returned for the attendant to show me that the windshield he ordered is broken. He had to order another one and if I could bring my car back the next day. I asked if they could come to my work and do the work and that I park in a public garagae. He said they could not do it because I park in a public garage and if I could get someone to bring me to the shop.
I thought Safelite is known to go to your home or place of employment to do the work.
I do not understand why the merchandise is not inspected on arrival so the customer doesn't have to go through the struggle of having to make another appointment and go another day with a broken windshield.

I called Auto Glass in Bethesda and they were able to come to my house the same day and do the work. Now that is customer service.

[RamonGustav]

I think you have a thorough understanding in this matter. You describe in detail all here.

[Soraya]

i called auto glass in hagerstown and spoke to this lady named tracy she was amazing and so helpful i think she should definitely get a raise, she is a great customer service rep and very willing to help!

[JOBS_frend]

I liked your site, you are very interesting to write. Merry Christmas and Happy New Year!