The Power Of Trust

I have had my share of struggles in the windshield repair business, and unfortunately I don’t have any magical advice that will guarantee the success of any of you, but one thing that has played a big part in the success of Delta Kits is TRUST.

After reading what I wrote below, I’m afraid that I sound like I am tooting my own horn. Please let me apologize up front if it sounds that way to you; that was certainly not my intention. I just want to pass on my thoughts on the power of trust and how it has contributed to the success of Delta Kits.

Prospective customers often ask what makes Delta Kits better than our competitors. The standard answer is to list the things that we feel retain customers. We discuss quality resin products, exclusive injector and bridge designs, money back guarantees, the windshield repair forum, involvement with industry organizations, free training and certification, a worldwide distribution network, same day shipping, private labeling, insurance billing options, customizing options, competitive pricing, and our superior customer service. This is all well and good, but let’s face it, when a prospective customer contacts our competitors they are also going to say they offer the best products and service. So why do new customers choose Delta Kits?

After pondering over this question for quite some time, I finally asked a number of customers for their opinions. I was very pleased to hear that many customers originally chose, and continue to choose Delta Kits, because of trust. Why did they trust us?

I asked this question and was told that although the competition insisted their products were the best, they didn’t seem to know much about the products they sold. In contrast, when they called Delta Kits they were provided information with which to make an educated decision, and were spared the typical high pressure sales pitch.

There are several factors that contribute to the way Delta Kits products are sold, one of which is that I have never considered myself to be a salesman. I am a windshield repair/replacement technician that has been given the opportunity to tell people about a business that changed my life. By comparison, most competitors of Delta Kits are operated by salesmen, marketing experts, or successful business managers. These are all great backgrounds to have for running a business, but I can’t help but wonder if they really understand the unique challenges and rewards tied to the windshield repair industry. It’s very difficult to sell something you don’t understand or don’t believe in.

All Delta Kits personnel are trained to repair windshields. Regardless of who answers the telephone at Delta Kits, you are going to be talking to someone who has some experience in repairing windshields. I don’t know of any other windshield repair supplier that does this, but I am convinced that it helps build trust between Delta Kits employees and Delta Kits customers.

Delta Kits employees are given guidelines to follow, but the golden rule “do to others what you would have them do to you”, taken from Matthew 7:12, is what allows Delta Kits employees to do whatever it takes to make a customer happy. Some companies have rules so rigid that customers are often lost over a $2 credit, or a defective product that is returned a couple of days after the warranty expires. We know we can’t make everyone happy, but we sure can try.

It is my sincere belief that building a relationship with your customers based on trust will help to make any business successful. I know it has for Delta Kits.

-Brent Deines