Service is king, I say. Product and even content fall second to service in my book.

Last year my car window was busted out. Nothing was stolen because my car alarm went off, but I had to replace the glass. Needless to say, I didn’t want to spend a ton of cash on a window, but I didn’t want to do it myself. I know enough about my track record of car repairs that I shouldn’t take on something like changing car door glass.

So I called around. And I called around. I must have called 6 glass places and finally found the best deal at Triumph Auto Glass. They were really the cheapest. The glass was replaced reasonably quickly and I left satisfied that I had gotten a good deal.

Then last Friday night I rolled down my window and the whole thing came loose. Somehow the glass came out of the mechanism that raises and lowers it and it was completely floating in the door on its own. Bummer. I call Triumph Auto Glass on Saturday and their national service center took my call. They told me the repair was under warranty so I could bring it in on Monday and they would fix it.

I called on Monday and the local place took my call. They couldn’t find my name or any record of the service. I explained that the national office found me straight away and after a couple more minutes, the clerk said, “Okay, well, I’ll get someone this afternoon to take care of it.” And not only that, they came to my place of work and did the service. Shawn, the service guy was really polite and helpful. This was really a great experience all the way around.

I could have spent more time waiting for the administrator to find my record. She could have called me back later after she found the record. Shawn showed up at my house instead of my work and he could have blown me off because there was miscommunication and he didn’t know where to meet me. In the end, though, they all showed some exemplary customer service.

It made me want to write a post and tell the whole world that the folks at Triumph Auto Glass are getting it right. And when they don’t, they still get it right.