The subject of this blog, probably gives you a fair idea what this is going to be about and go someway to explaining why at 4.54am on a cold wet December morning I find myself in the waiting room at Autoglass Birmingham.
So yesterday I left my car in Coventry ‘Central Six’ railway station car park (for which Virgin kindly tax me 6 quid), I get back from London at 8pm to find the passenger side window of my car broken and suprise suprise my TomTom missing.
Obviously my TomTom wasn’t on display but the cradle was stuck to the windscreen, those clever crims of course realise that this just means the TomTom itself is hiding in car somewhere (in my case in the drivers side mini glove compartment).
I phoned the police to report it, they said this week there was a run on sat navs, and apparently even if i removed the cradle the classic mark on the windscreen is enough to justify a breakin…. sigh mental note to self – carry windolene and duster in car.
Now this is just a royal pain in the ass because my car has frameless doors making a temporary repair impossible. A quick call to Autoglass and they would love to fix it under insurance, unfortunately they can’t do it for another 2 days! (presumably maxed out fixing windows in the aftermath of a spate of TomTom thefts!), I protest and the helpful call center lady makes some calls and says comes back with the 4am in Birmingham option!
Those of you who know me will know that I am positively joyous in the morning and love nothing more than a good early start – NOT!
Anyway here I am at Autoglass – and I am frankly impressed, its a textbook example of both customer care and effective brand and message communication.
The waiting room is warm, clean, comfortable with (as far as I can tell) infinite free coffee, TV and Internet access (hence my ability to blog on the experience!).
The way they convey their brand messages is very open, and quite clever, all over the workshop walls are messages such as ‘professional – be calm and confident’, ‘caring – show respect for customers and their cars’, and many others. Obviously these are directed at their staff, but also get seen by customers reinforcing their confidence…
Good stuff Autoglass – I approve!