March 11 2014

Customer Service Hero: Dan Porter

Steve Miggo, Safelite Senior Vice President of Operations

Dan Porter, a Safelite AutoGlass technician in Akron, Ohio, is probably a case of a long-term employee being taken for granted… until now. After 25 years with the company Dan is a winner of our 5th Annual Exceptional Customer Service Award.

We’re told many great things about the type of guy Dan is. He serves as the ‘on-the-job’ trainer for new technicians. He pushes teammates to improve, does what is right every time and is willing to do whatever it takes to help his Safelite family. He’s even known to come into work on a day off or Sunday to help clean up the shop if it’s been busy. Now that’s commitment.

Akron Store Manager Tom Petrush said, “Dan truly believes the customer is his boss. I’ve known Dan a long time and he’s truly customer service driven. Commercial accounts request only him by name. Throughout the years, many glass companies have contacted Dan, offering him more money to come work there, just to get at these accounts. He always says ‘no, my home is Safelite.’ ”

Safelite’s customer service measurement system for techs is called the Technician Power Score and Dan’s Technician Power Score during the last two years is an impressive 99.5%. He’s so good, customers request him by name.

One customer wrote in to say, “Dan explained everything and was the most professional gentleman I have ever met. I’m so impressed. I’ll tell everyone I know to only use Safelite. I never ever rate a company as high. The value Dan gives the public is irreplaceable.”

Dan’s First-hand Advice: For other customer service professionals, Dan’s shares “Being professional, polite and personable is the key to customer service. You have to make your customers a priority every day on every job. “I really enjoy working at Safelite. I feel I can make a difference every day. Customer service is our business; installing glass is what we do.”

Thank you, Dan for your commitment to our customers!

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