Recently, My Glass, a well-known automotive glass fitment service provider, received a prestigious Service Provider Award, recognising their exceptional contributions to the insurance industry.
In this article, My Glass CEO Gary Stieger shares insights on the company’s service philosophy, network-driven approach, and unwavering commitment to client satisfaction that has set them apart in the industry.
Commitment to Continuous Improvement
My Glass’s success is attributed to a commitment to continuous improvement. As he explains, “One of my drivers is continuous improvement—continuously looking for better ideas and better ways of doing things.” This forward-thinking mindset has enabled My Glass to excel in a competitive field by refining processes, embracing new ideas, and creating a culture that celebrates high standards and client satisfaction.
But it’s not just about the systems or structures in place. Stieger emphasises the role of My Glass’s network, composed of service providers who genuinely care about their work. “Having a network that is genuinely caring by nature is critical,” he says. This authenticity in service is reminiscent of a principle Stieger holds close: “Give me somebody that can smile, and I can teach them anything.” At My Glass, hiring decisions focus on identifying individuals who are not only skilled but have a natural instinct to please and care for clients.
Multi-Faceted Service Approach
My Glass’s award is noteworthy because it highlights the company’s unique role as a service provider that operates within a multi-layered ecosystem, working closely with insurers, brokers, and individual clients. This dual role presents a challenge in balancing the needs of each stakeholder. “We provide a service to the insurer, to the broker, and ultimately to the client whose windscreen we’re fitting,” Stieger explains. “Our goal is to make every touchpoint as painless as possible for everyone involved.”
To manage this, My Glass has invested in systems that streamline processes, reduce redundant communications, and keep all parties informed in real time. Stieger’s vision for My Glass is one where their system drives service level agreements (SLAs), manages client expectations, and reduces unnecessary workload for brokers and insurers. “Our systems are designed to make life easier for every single person and more convenient,” he says, adding that effective communication and proactive monitoring allow My Glass to resolve issues before they impact service quality.
We are Clear About Service
- Mobile Service: My Glass comes to you, offering convenient on-site solutions
- Versatility: Not just vehicle glass. My Glass also specializes in building glass repairs and replacements
- Custom claims management: Experience seamless incident reporting with My Glass Bordereau, our bespoke online claims management system
- Extensive stock: My Glass boasts the widest range of available stock, ensuring prompt service.
Passion-Driven Performance
A recurring theme in Stieger’s conversation with COVER was the role of passion within the My Glass network. “When somebody trades with their heart, you get results,” he states, underscoring that My Glass’s high service ratings come from individuals who genuinely care about delivering an outstanding experience. This emphasis on passion, according to Stieger, is not something that can be taught. “Client reaction must be genuine,” he insists, crediting the company’s success to a network of service providers motivated by personal dedication rather than scripts or quotas.
In addition to fostering this culture of care, My Glass monitors performance metrics closely. “Our dashboard tracks every SLA, every technician, and every client interaction,” Stieger explains. With an in-house customer satisfaction index (CSI) rating at around 98-99% monthly, My Glass ensures that every fitment center and technician is held accountable for upholding the brand’s standards. By identifying areas for improvement through client feedback, the company can address service inconsistencies swiftly.
Looking Ahead: Building on Success
Receiving the Service Provider Award is a significant milestone for My Glass, but Stieger is focused on the future. “We will not dwell on the past; we will now up our game for next year,” he says. “We are just beginning our journey.” With plans to further enhance the client experience, My Glass is setting ambitious goals to exceed expectations and strengthen their position in the market.
Tony Van Niekerk aptly notes that My Glass’s achievements represent more than just a well-delivered service; they are building a trusted brand and a robust national network of committed professionals. For Stieger and his team, the award is a testament to My Glass’s relentless pursuit of excellence and their belief that genuine care and a client-centric approach can set new benchmarks in the industry.
As Stieger reflects, “We are not in business to get awards. We are in business to serve our clients. Being recognised is a bonus.” This approach has not only won them accolades but also the loyalty and trust of those they serve—key elements in My Glass’s ongoing success story.