Novus Holds Biennial "Super Session" in South Carolina
March 26, 2012
by Deb Levy, firstname.lastname@example.org
Auto glass repair and replacement franchisor Novus held its biennial
meeting for franchisees at the Omni Resort in Hilton Head, S.C.
this past weekend. The four day session included three days of intense
educational events as well as some socializing and networking opportunities.
Attendees at this year’s session also got to celebrate the
company’s fortieth anniversary and did so in style.
Franchisees first heard from Alan Skidmore and Gary Skidmore, brothers who own the franchisor. Both spoke about the growth of Novus and resources behind it. “Where we are now is still only the beginning,” said Alan Skidmore, pledging to triple the number of franchises in the next few years.
Among those on the agenda was Chris Umble of LYNX Services, who gave a pointed presentation about the state of the industry and where opportunities will be in the future.
Sessions about internet marketing and human resources were also heavily attended. One of the most heavily attended sessions was given by Tom Reid of Safelite Solutions, who spoke about his company’s use of the Net Promotor Score (NPS) program. The program was developed by a number of Bain Company consultants in the late 2000s and is designed to index customer loyalty to a particular company.
It is based chiefly on the answers to five questions, with the one
“how likely are you to recommend this company to friends and
family?” being the most important. Reid said Safelite Glass
Corp.’s own Net Promoter Scores are in the mid-80s and that
they are striving for continual improvement.
Reid said that scores over 80 are difficult to achieve and he honored a number of Novus franchisees with scores of 80 or above and made presentations to five franchisees with scores of 90 or above. “These are phenomenal results,” he said.
Reid said that the NPS is determined by email surveys sent to consumers
after they have had their work done through the Safelite network.
“If they give us an email they get a survey,” Reid added,
saying that Safelite is able to collect emails from about 60 percent
of the customers going through its system. “We send it to
everyone from whom we have an email,” he said, “of those
who received it, approximately 40 percent respond, so in the end,
the NPS is based on responses from about 24 percent of our customers.”
This story is an original story by AGRR™ magazine/glassBYTEs.com™. Subscribe to AGRR™ Magazine.
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