John DiJulius | Customer Experience Blog


Progressive Insurance Masters Secret Service; Achieve Breakthrough Execution And Accelerate Growth
June 24, 2015, 4:50 pm
Filed under: Customer Service
What would you do if a homeless person offered you money? A man dressed up as a homeless person and tried to give people walking by him money. How they react and treat this gesture is shocking. Watch- What if a homeless person gave you money? 


Secret Service at Progressive Insurance – Having to bring your car in for repairs due to an accident is considered a grudge buy, and not something I want to do with my time or money versus a pleasure buy like Starbucks, John Robert’s Spa, or a vacation. Last week I had to drop off my car at a Progressive repair center for damage caused in an accident. When I pulled into the parking lot for my 11 am appointment, the Progressive Customer Service Rep came out to the parking lot to meet me and said, “Welcome Mr. DiJulius, we have been expecting you and have your loaner car all ready for you. We just need you to fill out some paperwork and you will be on your way.” Wow, what a nice surprise! There were a lot of Customers pulling in and out of their parking lot. How did she know who I was? I hadn’t been there before, nor have I ever seen her before?


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