This edition of Communicate with Impact Weekly contains an interview that I took with Beth Crawford, The Sales Director at Troy Auto Glass. I met Beth at a Birmingham Bloomfield Chamber of Commerce meeting. I was mesmerized when she described all the great things that her leadership does at Troy Auto Glass. Troy Auto Glass is a family owned and operated auto glass replacement service center. It has been in business since 1962. They are approved by all the insurance companies and can help facilitate insurance claims. Beth has been an employee at Troy Auto Glass for 32 years.
You will also find the text of the short interview below. Enjoy and let me know about your Super Hero Supervisors.
What keeps Beth there?
Every person in the company is responsible for growing the company from the top down. The owners of the company are here every day and work as hard as everyone else. The entire team gives great service to all of their customers. All of the employees have been there for a long time.
What do leaders do to make employees feel special?
The owners support each one of the employees in their own job function making sure that they are able to do their jobs well. It is an easy place to work. They always have a company luncheon and the owners attend the event. When someone is employed for a specific amount of time they are given a gift or something special that they would want themselves. They are always thinking about the best way to make people feel special. Everyone is treated with respect and all employees know that their job is important.
What happens when an employee or colleague makes a mistake?
Conflict does not happen often with the team. Everyone does a great job from the technicians to the office and the team knows their job well. If someone needs training it is given to them in a caring way. People know that everyone makes mistakes and they are treated with respect when mistakes happen. They are trained so that they don’t repeat the same mistake in the future. Everything is so positive at work.
What would Beth tell a new hire about the company culture?
“We would make sure that the new employee understood what their job entailed so they felt comfortable doing their job. We would concentrate on having the person’s personality fit with our office. We spend more time with people that we work with than with our families. I would tell them that if they had a problem speak to their manager right away. We never want to have a situation where either the manager or employee felt unhappy. Happy employees help a company grow.”
What else did Beth want to share with us about the company?
“I am really proud of our company. We work with customers who have been with us for a long time…even longer than I have been employed at Troy Auto Glass and I have been here for 32 years. We try really hard to give great service to our customers. Every customer has a different situation. Our customers feel the team spirit at our company. We have a lot of competition and customers return because we do more than our competition does with their customers.”
How do you serve the needs of your customers?
“I meet with our customers regularly and ask the following questions:
- How are we doing?
- Should we be doing things faster?
Car dealers may tell us that their customers need the vehicle faster or at different hours. We listen to this feedback.
When I get a new customer I sit down with them and find out what their requirements are and we meet these requirements such as having the job complete before lunchtime. We enter this information in the computer and we know exactly what we need to do. I find out what they need, how they need it, and what their expectations are to satisfy them. We tell them exactly what we can do for them so that they will not be disappointed or feel deprived in any way.”
How can my loyal readers find out more about Troy Auto Glass?
Click here for the website for Troy Auto Glass. The main phone number is 248.649.3109. Beth Crawford’s direct number is 248.220.1756.
Joyce’s Thoughts
Employee engagement is a topic is very important to me. Once communication barriers are removed, organizations can then concentrate on making employees HAPPY! This is not fluff. This is truly the new work reality. Please sent me what your leaders do to make your colleagues want to come to work. I will include a short survey for you to share with your team in upcoming article. It
will show leaders how people feel about the work place environment.
Want to Use this Article in Your Newsletter or on Your Website?
Of course! You are welcome to print this, and any other articles we send, if you use the following byline:
A recognized expert on Resolving Conflict in the Workplace, Joyce Weiss, M.A., CSP is an author, accountability coach, and a Certified Speaking Professional. To book Joyce to speak at your event or company call: 800.713.1926 or email: Joyce@JoyceWeiss.com. Visit her website at www.JoyceWeiss.com to sign up for your own FREE video series on Resolving Conflict in the Workplace.
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Until next time,
This is Joyce Weiss, Conflict Resolution Consultant
I help people become top level leaders who get GREAT results.
I teach them to tackle the tough conversations to build employee engagement, accountability, and rock star performance…The Result? My clients get a better night’s sleep!
Remember…You Get What YOU Tolerate!
