A crash course in customer service

According to Josh, the turkey hit the windshield so hard that the windshield collapsed inwards at the location of impact. (Photo courtesy of Josh Kutterer)

According to Josh, the turkey hit the windshield so hard that the windshield collapsed inwards at the location of impact. (Photo courtesy of Josh Kutterer)

When you pass a deer crossing sign the last thing you expect to smash into is a flying turkey.

The day started as a normal Saturday for Josh and Luisa Kutterer, but it definitely didn’t end that way. On the afternoon of March 12, they had just visited some friends in Madison, Wisconsin and decided to head to the store. Going 25 mph, they didn’t even make it two minutes down the road, Josh recounted, when “all of a sudden I saw a form, out of the corner of my eye, flying at the window. Then, all of a sudden, there was a crash, and the windshield collapsed in.”

To Luisa, the crash was quite shocking. “I really felt like we were in an Armageddon movie like ‘The Day After Tomorrow.’” Something big had cracked and shattered the windshield, but it wasn’t giant-sized hail.

Luisa was surprised to see that the turkey was bigger than their 2-year-old son was. (Photo courtesy of Josh Kutterer)

Luisa was surprised to see that the turkey was bigger than their 2-year-old son was. (Photo courtesy of Josh Kutterer)

Josh quickly pulled over off the road. “It took me a little bit to get my heart rate back down to normal.” When they got out of the car, they found, to their complete surprise, a turkey lying in the middle of the road. They didn’t know what to do except call the police. The turkey was injured, but when the police arrived, the turkey fled the scene of the crime with an officer close on its tail, but to no avail. The only evidence left behind were the turkey feathers stuck in the windshield and pieces of feather within the car.

After the police escorted them home, it was time to fix the problem. The friends they had visited earlier that day were quick to recommend ABRA Auto as the place to go. While their insurance wouldn’t cover the repair, the insurance company also recommended ABRA Auto as the best place to go at a reasonable price. After doing his own research and reading positive reviews, Josh decided to make the call.

When Monday rolled around, Josh called ABRA first thing in the morning. “They were super and personable too. They didn’t just get the info and hang up. They were super surprised when I said that a turkey had hit us.” Understanding the situation, the ABRA employee quickly informed Josh that they would be willing to replace the windshield at his home. They scheduled an appointment for the following day.

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The turkey caused a fortunate accident; no one was hurt, the windshield looked better than ever before, and the Kutterer’s could laugh about it for the rest of their lives. (Photo courtesy of Josh Kutterer)

On Tuesday, ABRA called the Kutterer’s and updated them on their arrival time. While they weren’t going to make it until 1:00, Luisa was very grateful that they called. They arrived on time and according to Luisa, “they were pretty quick too, because they said it would take an hour, but they took 45 minutes.” In addition to a good price, Josh was very happy with their “good guarantees, so that if anything goes wrong with the installation, they’ll fix it.”

Josh and Luisa were very content with the service rendered. ABRA Auto earned their loyalty and they were “for sure” going to recommend them to anyone else that has a windshield problem.

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At the end of the day, a fair price wasn’t the only thing that made ABRA Auto stand out as the best. How a business handles their customer service can make all the difference. ABRA showed that a friendly, reliable, and efficient business earns, and keeps, a loyal customer base.

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