Eric: First of all you have to have passion for your job. Aretha: Be in the customer shoes, this helps a lot.
Eric is responsible for Botafogo's Branch in Rio de Janeiro. Aretha is one of our clerks and is responsible for the customer attendance and administrative processes.
Eric: Stay with my family where I find inspiration for everything that I do. Aretha: Stay with family and friends.
Since Eric joined Carglass® Brazil he's delivered good results in terms of customer delight – to team and customers alike. His hard work encourages the rest of the team to reach new levels in providing customer delight. He is supported by Aretha who is always ready to support actions that deliver to the customers a high level of service.
Aretha came up with this unusual, simple and creative idea during a Branch Development Plan meeting that was immediately accepted by Eric.
For every bit of praise given to a member of staff from a customer, she blows a whistle in the branch three times. The fitters (many of whom do not have access to email) feel motivated when they hear the whistle - they now know they are receiving praise. Customers in the store know that Carglass® is appreciated by other customers.
Gary Lubner, Chief Executive Officer
Botafogo is now the branch with the highest number of spontaneous compliments from our customers. From January to August, this special branch received 18 such compliments – almost double their nearest competitor.