1. Safelite AutoGlass Leader Featured in Recently
Published “What Customers Crave”
10-14-2016
David Cahill Recognized for Valor Coin Program
COLUMBUS, Ohio – Safelite AutoGlass®, the largest provider of
vehicle glass repair and replacement services in the U.S., is a People
Powered, Customer Driven organization focused on bringing
unexpected happiness to people’s everyday lives. Eastern Florida
District Leader David Cahill is a prime example of how engaged,
talented people deliver memorable customer experiences. His
leadership is featured in a new book, “What Customers Crave: How to
Create Relevant and Memorable Experiences at Every Touchpoint,”
by world-renowned innovation thought leader and customer
experience expert Nicholas Webb.
“What Customers Crave” highlights Webb’s picks for the top 20 best
brands in the world for customer experience. He includes Safelite
AutoGlass and Cahill for his idea behind presenting valor coins to
military customers.
Early in his career at Safelite AutoGlass, Cahill noticed a myriad of
complaints from customers who happen to be active military
members. The complaints weren’t about the service his team offered,
rather how the technician addressed the customer. So, he set out to
do something about it. He remembered hearing about the military’s
use of valor coins that are awarded as a sign of appreciation, which
sparked an idea. Cahill discussed valor coins with a technician who
was himself a veteran and decided to have them made to present to
customers identified as being a part of the military – active or veteran.

2. “We just wanted to find a way to build our relationship with our military
customers,” Cahill said.
Cahill and team designed and produced the coins, instructing
technicians on how to shake hands and properly present the coin. A
few weeks later, Cahill was visiting a Safelite AutoGlass store when
he noticed a customer in the waiting room who was a decorated Navy
senior chief petty officer. He approached him and thanked him for his
service, presenting him the coin. The officer was so overcome with
appreciation he smiled and hugged him.
As a result, Safelite leaders across the country are encouraged to
ensure their veteran associates and customers are provided with a
valor coin thanking them for their service. Cahill’s story is featured in
this online video.
After hearing of Cahill’s story, Webb was intrigued and decided to test
things out for himself. He scheduled service with Safelite AutoGlass
where he received world-class service and confirmed their place in his
latest book.
“We are thrilled to be able to shine a light on David’s People Powered,
Customer Driven leadership,” said Senior Vice President of Customer,
Brand and Technology Renee Cacchillo. “His efforts are truly
appreciated by our company and our customers. He inspires all of us
with his service-mindset, can-do attitude and caring heart as we all
strive to bring happiness to our customers.”
About Safelite AutoGlass®
Safelite AutoGlass® is the nation’s largest provider of vehicle glass
repair and replacement services with more than 7,400
MobileGlassShops™ and company stores in all 50 states. Last year,
more than 5.4 million customers chose Safelite for its 24/7 national
contact centers, advanced online scheduling, superior repair and
replacement systems, and the industry’s only nationwide lifetime
guarantee. Founded in 1947, the Columbus, Ohio-based company
employs more than 13,000 people across the United States. For more
information, visit Safelite.com, or follow us on Facebook and Twitter.
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Media Contact: Safelite PR Manager Melina Metzger, 614.210.9232,
melina.metzger@safelite.com
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