As I was looking over some customer feedback from the Glass.net website the thought occurred to me: How is it that even when an installation goes according to plan, a customer can still be dissatisfied?
With a few extra steps, your auto glass installations should sell themselves. Auto glass installers are not selling a job—the customer has already scheduled the appointment. The most important thing to remember as an auto glass installer is to above all make sure the customer walks away satisfied. Most people consider windshield installations costly, and a hassle to boot. If, as an installer, you can take the little extra time and effort to make sure your customers are satisfied, the chances of turning that auto glass customer into a repeat customer increases substantially. If you’re replacing a broken door glass, take those extra few minutes to make sure you vacuum up the broken glass—and inform the customer. If you’re replacing a windshield, make sure to clean up all the extra urethane that gets stripped away. Keep some Armor All wipes in your truck and quickly run over the dash after you’ve installed the new windshield. Also, make sure to always leave the customer with a drive-away time. A good way to do this is rear view mirror tags, that way the customers have the information even if they aren’t present at the installation.
Simplicity is the bottom line. By simply taking a few minutes to clean up after an installation and providing your customers necessary information, you can make a customer’s experience that much more stress-free, which is what customers are looking for. A good rule of thumb is to always return a vehicle to your customer in better condition than you found it.
Nothing will lose a customer faster than a sloppy cleanup job. I live on customer referrals and I demand my installers take the extra time to make the car look better then when they arrived. A little effort really makes a big difference.