People buy things for one of two reasons: either to feel good, or fix a problem.

Yesterday I picked up my new car, a second hand Maxda MX-5. To my horror, this morning I spotted a chip in the windscreen, in the driver’s line of vision (which means a new windscreen…pah).

Google ‘chipped windscreen’ and you get to Autoglass. They have perfected the process of ensuring you pick them to fix your problem.

Their website explains your options, what happens at every step and is packed with information to reassure you that they are the people to choose. When you book a visit, it works out the likely fix (i.e. repair or replace), lets you pick when and where you want it done – anywhere, at any time (yes even 2am) – and promises someone will call to confirm your appointment within 60 minutes.

They did, within 20 minutes (and on a bank holiday Sunday afternoon too). Mine needs replacing, and Autoglass have already got authorisation from my insurer to pay for it, without me even having to get my insurance details out.

I’m impressed with how easy and genuinely hassle free it was. Lets hope the technician who does the work leaves me feeling the same.

If your product or service is about fixing a problem, you will attract word of mouth publicity just like this if you can amaze people who come to you for help.