Safelite AutoGlass is now providing its technicians with a video message for deaf and hard of hearing customers that explains the work they will perform. The videos, which are shown on the technicians’ smartphones, were developed after one of its technicians— Portland, Ore.-based Kanyon Hillaire—delivered service to a deaf customer.
After calling the customer the day before the appointment and learning that he was deaf, Hillaire contacted a friend who knew sign language and asked her to record a message for the customer.
“I could have written everything thing down for my customer,” Hillaire explains. “But, have you ever seen someone after you speak to them in their native language? If not, try it some time. Just learn a little bit and that person becomes more relaxed and they feel more comfortable. For me, customer service is more than doing a good job. Customer service is allowing that person to feel comfortable and safe. Then they can trust me when I am working on their vehicle.”