Wednesday 28 November 2012

Community Driven Business & Our Customers

One of the key components of what we have tried to do as a business is recognize who are customers are and what we need to do to meet and hopefully exceed expectations.  When we talk about our community and customers there are several thought processes that enter into our decisions. North and West Vancouver (where the majority of our work comes from) is a tech savvy, middle and upper middle class community made up of a diverse group of individuals and families. As our community and population have grown there has remained a sense of community and people are very much engaged in a vast range of community activities.  What we believe to be true is the residents of the North Shore actively network and communicate with one another.  We have deduced that this is partly based on the work environments our customers are engaged in. In our eyes this makes our job both potentially easier and definitely more satisfying.

So two questions that as a small business we need to answer is how do we actively engage our customers, and when making decisions do our customers factor in "Our Story" as a small based business active in our community?

 To start with the second question first; I do believe that this can and does play a role but the onus is on us as a business to tell "Our Story".  Beyond telling more about who we are, what we do, and the level of service we provide.  We must explain how we are engaged with our community and how we are striving to make a difference.  I also believe that as noble as community efforts or donations maybe today it is important that we continue to expand and make our contributions part of our culture as a company.

To actively engage our customers is our number one priority on a go forward.  It is our hope to utilize Social Networking and promote our activities both as what it is we offer and do to make a profit but also equally as important how we endeavour to make a difference on the North Shore as a small business.

John Goldsmith

Thursday 22 November 2012

 Customer Reviews - Thanks!!
18 Reviews from everyone and 1 score without a review
Geoffrey B reviewed in the last week
Quality Excellent
Cant recommend glass doctor enough. Great friendly service and terrific product and workmanship they stand behind.
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kelly watt reviewed 6 months ago
Overall Excellent
Excellent. Called Bronco and Speedy for windshield repair and they would not bother to do the job until next week. Called these guys, and was in at 9am, had a loaned car, they did a great job, and a free window clean solution with free chip repair in the future. Love these guys! Would not recommend anyone else!
0 out of 1 found this review helpful

Ryan M reviewed 3 months ago
Quality Excellent
Amazing service, fantastic price and attention to detail. Best of all they are a family owned and operated business. I would highly recommend them.
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Sreekanth Banka reviewed a year ago
Overall Excellent
I had a wind shield crack and I went to speedy glass to get it checked up. They quoted about 90 dollars. I thought I would call another place and found glass doctor. Their website is mobile friendly and immediately showed closest location to where I was. I called up the north vancouver location and right away I knew they were very honest people. The price they quoted was very fair and they explained the process of the repair and fixed my windshield promptly and also left a can of glass cleaner in my car. They are real honest and nice people. I would recommend this place to anyone and they now have a customer for life.
Liked: Exceptional Customer service
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A Google User reviewed 6 months ago
Overall Excellent
The service I received from the team at Glass Doctor North Vancouver was exceptional - excellent work, friendly staff, quick turn around time, and competitively priced. They are a true gem of a business here on the North Shore! Knock on wood I won't need to replace another car window in the near future but, if I do, I would absolutely bring my car back to Glass Doctor North Vancouver.
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A Google User reviewed 6 months ago
Overall Excellent
Superb Service...Excellent Work...Exceptionally Friendly...Unbeatable Price...I was in and out with a driver's side mirror replacement within 15 minutes...but I could have stayed and chatted with them for half an hour. They do business the old fashioned way...with integrity. This is a "family owned business"...and they make you feel like part of their family.
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A Google User reviewed 5 months ago
Overall Excellent
Fantastic service, borrowed a freinds van to go to Vancouver and broke the back window out while backing into a parking stall that said "do not back in" John was great he picked up the van replaced the window and met me back down town to return the van cleaner then when he had taken it. Very friendly and professional We were pleased to share out happy experience with as many people as we could while in the city and will continue to do so
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A Google User reviewed 6 months ago
Overall Excellent
Fantastic service - wonderful people - fair price. I will definitely be recommending them.
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A Google User reviewed 9 months ago
Overall Excellent
So happy with the service! Great bunch of people there. Thought the whole claim thing would be a hassle, last time I changed a windscreen I had to go to the ICBC drive thru. All I had to do was go to Glass Doc and switch cars - the free loaner car kept my day on track. When I came back I paid my 200 signed the insurance sheet and I was on my way again and my car was so clean. Thank you Glass Doctors.
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A Google User reviewed 8 months ago
Overall Excellent
What outstanding customer service! The best in any industry I've ever dealt with. I needed my windshield replaced, and in 20 min. John was at my door to pick up my car and leave me keys to a courtesy vehicle. The service was done earlier than estimated, and my car was returned better than I left it, as well as with complimentary glass cleaner for me in the front seat. I will recommend them to everyone. They made doing business a pleasure.
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A Google User reviewed a year ago
Overall Excellent
The Glass Doctor kindly stayed open late both for the drop-off and pick-up of my car. They also provided a very nice Mazda 3 rental car on short notice so that my windshield replacement could be done while I was at work. The windshield replacement was perfect and my car was left in very nice condition. Thanks!
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A Google User reviewed 8 months ago
Overall Excellent
In the last 12 months, we have had a bathroom window replaced, two shower glass doors installed, and two windshield chip repairs on one of our cars. I originally went to them for free advice on bathroom glass installations and was so impressed I ended up giving them the work. The service and after sales service have been exceptional - these guys get it! I have no hesitation in recommending the Glass Doctors.
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A Google User reviewed 9 months ago
Overall Excellent
I also just got in from picking up my car and am impressed that they took the time to clean an already clean car. From exchanging my keys for a Mazda 3 to picking up the vehicle, what makes the experience great, is that the people are not just paid to be friendly, they just are friendly. Thank You!
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A Google User reviewed 9 months ago
Overall Excellent
I put off replacing the passenger mirror as I thought the van was too old to bother with the cost and it would be too difficult to find the part. Jacquie quoted me such a low price and the mirror was there within a couple of hours. The mirror was replaced and a door fixed as well. It wasn't until I was driving away that I noticed the previously filthy vehicle had been completely vacuumed! Several days later I needed a windshield replaced on another vehicle. The Glass Doctor brought the windshield to my truck and replaced it on site. I didn't have to do anything. Amazing service. I will recommend to all my friends.
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A Google User reviewed 7 months ago
Overall Excellent
Outstanding service. I needed my windshield replaced, the service was done immediately on a Saturday afternoon, and I was offered a courtesy vehicle. Staff are very friendly, professional and helpful. Will definitely recommend them to everyone.
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A Google User reviewed 11 months ago
Overall Excellent
I literally just got home from having a window repaired and was so impressed I couldnt wait to write a review. The customer service was absolutely amazing from the receptionist to the installers, I cant thank them enough and will keep spreading the word about this fantastic company. So impressed.
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A Google User reviewed a year ago
Overall Excellent
Wow what service! Couldn't have asked for more, friendly, professional, and they even cleaned the inside of car! Highly recommended.
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A Google User reviewed 2 years ago
Overall Excellent
A couple of weeks ago I unfortunately was the victim of a car break-in. I discovered it on a Saturday morning and the guys at Glass Doctor took care of it immediately, gave me a ride to where I was headed, got the replacement glass in that day, did a great job of cleaning all the glass fragments out of the door and carpets, drove into the West End on a Saturday evening to return my vehicle to me, and while they had my vehicle fixed a couple of rock chips for a very reasonable price too!

Tuesday 20 November 2012

2013 @ Glass Doctor North Vancouver

We are nearly @ the end of our third year in business and like the previous two falls it is time to look back over the past year, and plan for 2013.

To Our Customers - Thank you!

I believe in being very open about where we have been, our plans for the future, who we are, and are overall philosophies. Our priority from day one has been Customer Service and I believe we have been successful in this area.  This will be a theme that will be expanded on many times over, as it is our customers who will decide our level of success.

Our companies success can be measured on a number of fronts/areas - one of the most basic is our top number sales. In 2010 our first full year we achieved sales of $348,000, during 2011 this number grew to $497,000 and this year 2012 we should finish up slightly over $700,000.  I'm happy with our growth as the vast majority of our work comes from word of mouth referrals and repeat business.  Again - thank you!

It is our goal to exceed $1,000,000 in sales during 2013 - my hope is to engage our customers, community, family, and obviously the Glass Doctor North Vancouver Team in this endeavour.

The amount of amalgamation of large companies and corporations across many different if not all industires is staggering and I personally believe not always the greatest for our communities. A very general statement that needs to be expanded on - however, back to Glass Doctor North Vancouver it is my goal to see our business/company become a leader in giving back to our community, taking care of our employees, and being ethically responsible in every facet of our business.

The next post to the blog - will be about some of our cheer leader customers & I want to follow up with our current community involvement with the North Shore Crisis Services Society.

John Goldsmith
General Manager
Glass Doctor North Vancouver