Safelite AutoGlass Improves Service for Deaf and Hard of Hearing Customers
COLUMBUS, Ohio – Jan. 29, 2014 - www.safelite.com/, the largest vehicle glass specialist in the U.S., will provide its technicians with a video message for deaf and hard of hearing customers that explains the work they are to perform. The videos, which will be shown on the technicians’ smartphones, were developed after one of its technicians – Portland, Ore.-based Kanyon Hillaire – delivered a powerful service to a deaf customer. His story is shared on youtu.be/lbsyEMtUGEk.
After calling the customer the day before the appointment and learning that he was deaf, Hillaire contacted a friend who knew sign language and asked her to record a message for the customer. He knew that communicating during a job is crucial. Customers must understand how long the repair or replacement will take, when it’s safe to drive the car, and what they can expect during the appointment.
That day, Hillaire embodied the company’s philosophy to delight customers and create a memorable experience.
“I could have written everything thing down for my customer,” Hillaire explained. “But, have you ever seen someone after you speak to them in their native language? If not, try it some time. Just learn a little bit and that person becomes more relaxed and they feel more comfortable. For me, customer service is more than doing a good job. Customer service is allowing that person to feel comfortable and safe. Then they can trust me when I am working on their vehicle.”
Safelite’s executives were so impressed with Hillaire’s innovation, they pledged to develop official company videos for the deaf and hard of hearing for all its technicians to access when needed. They will be available late February 2014.
“This is a perfect example of how Safelite® strives to be customer driven. By paying attention to customer needs, we can create solutions for them, thereby creating a memorable customer experience,” said Renee Cacchillo, Safelite’s vice president of customer and brand strategy. “This is just one small thing we can do to make working with Safelite® easy for our customers.”
About Safelite AutoGlass®
Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs approximately 10,000 people across the United States and serves more than 4.3 million customers annually. For more information, visit www.safelite.com/, or follow us on www.facebook.com/safelite and twitter.com/safelite.