The Official Glass.net Auto Glass Shop Blog

There are many factors that customers consider when getting their auto glass replaced: price, convenience, features. These are all obvious factors, and ultimately it’s in the customer’s hands to decide what’s most important to them. In the past when I’ve shopped around for windshield replacements, as a consumer there was one more factor I considered vitally important that most shops simply didn’t offer—outstanding customer service. You could have had the lowest price or the most qualified technician, but if the person I was talking to wasn’t friendly and competent, there was no way I would schedule with your company. Now that I’m in the auto glass industry, I can’t help but notice the amazing potential for improvement in customer service.

Enthusiasm is contagious. As I’ve mentioned before, make sure to look for customer service representatives that are personable, friendly, and knowledgeable about the auto glass industry. Enthusiasm and competency in a CSR will help reassure your customers that your company is the best choice for their replacement. That may sound strange, but chances are they’ve never met your technicians, haven’t been to your physical location, and have just found your phone number from the internet or yellow pages. It’s very likely that this customer knows next to nothing about any aspect of your company. If even the most entry level position in your company is occupied by a person filled with confidence in your company and enthusiasm for their job, it translates into ease of mind for your customer—and a simpler path to closing the sale.

Having high quality representatives in every component of your company is crucial. I mentioned last week that auto glass technicians should go the extra mile, and so should your CSRs. Instead of just answering the phone, giving a quote and hanging up with the customer, make sure your CSRs are going one step further: have them educate customers on the importance of auto glass safety, attempt to close the sale, or even have a prepared sales pitch that boasts your company’s strong points. If you’re employing someone to answer your phones, make sure they’re trying just as hard to schedule appointments for your company as your technicians are trying to provide your customers with safe, high quality auto glass replacements. High quality customer service is just as important as high quality auto glass replacements—and just as helpful in making your business more successful.