At Deals Glass, we take pride in the fact that we are independently owned and operated in a field of increasingly larger chain businesses. While repair and replacement chains may have advantages when it comes to geographical reach and financial leeway for flashy advertising, an independently owned shop has many more advantages that benefit the customer. In a world of mega-stores, many people have forgotten the degree of service and responsibility that was once associated with smaller businesses.
Problems occur at any business (or home for that matter), but the real indication of quality leadership and effective teamwork is how those problems are addressed. We believe that having the owner (someone whose personal reputation is closely associated with the performance of their company), present in the everyday operation of each individual aspect of the shop makes all the difference. When the business owner knows each employee, and that employee’s history with the company and role in daily proceedings, problems can be solved more quickly and efficiently.
We would hate for a customer to leave our shop and tell others about a bad experience with glass repair or windshield replacement. But that is exactly what will happen if customer satisfaction issues aren’t addressed before they walk out the door – angry customers voice their opinions more loudly than the happy ones. We recently heard of such an incident at a Raleigh location of a national auto glass chain that was featured on a local news “Troubleshooter” segment. While no one wants their company’s troubles broadcast on the news, the unfortunate consequence of sub-standard service is dissatisfied customers with strong opinions about your business.
We strive to make the customer experience not just satisfactory, but pleasant. Some of the most common complaints in the industry are related to either bad customer relations by employees and management or inattentive, improperly trained technicians. And while these issues are easily resolved by hiring the right people and giving them the proper training, those simple solutions can be out of reach to the people in charge who are thousands of miles away.
At Deals Glass Services we hope our family atmosphere and friendly, well trained staff will prove to customers that what we lack in quantity gives us the time to focus on the quality of each job we perform.
