Customers want to be a part of the (repair) process. So be clear and honest and explain what you do when you do the job.
As a Mobile Men, Pieter's main responsibilities are to ‘Find The Market’ as we call it. He leaves the branch with one or two jobs for that day and has to actively address the ‘Do Nothing’ repair market.
Pieter is a DIY guy. Currently he is building his own hot tub. Not using traditional (expensive) materials he is reusing an old grain silo and adjusting it to his wishes. He loves finding creative solutions to deliver the desired result.
Pieter has been working with Carglass® for 2,5 years now. From the beginning he displayed exceptional customer driven behavior that is highly appreciated by his customers.
In the first six months of 2010 he got the highest Fitter Index score of all our technicians, 82 out of 100 points. (This is the Dutch measure of the specific technicians customers touch point). In July 2010 he raised the bar again by achieving a score of 87!
In the verbatim comments he is mentioned often by name and returning customers specifically ask for him as a fitter to help them again.
Towards his colleagues he is a role model. Not only does Pieter deliver what he says, he doesn’t hesitate to help other technicians to improve based on their customer feedback.
Being a Mobile Men he has to be able to resolve the damage there and then. This means being able to bring across why a customer should have the damage repaired immediately, explaining the insurance or cash details and on top of that, delivering an excellent repair.
Pieter does this with such passion and dedication that he is an example for the technicians of Carglass®.