February 04 2014

Customer Service Hero: Manny Gonzalez

Steve Miggo, Safelite Senior Vice President of Operations


One of the most important strategies for building a customer-centric company begins with recruiting the right people – this is a perfect case in point. After defining what type of behaviors and attitudes we expect of employees, Dan Jones, Safelite’s local store manager in Victorville, Calif., saw them in a young man working at a tire shop and asked him if wanted to come work with Safelite.

That man was Manny Gonzalez… a winner of our 5th Annual Exceptional Customer Service Award.

Dan shared with us: “Every time I went there, no matter how dirty, hot or sweaty, Manny would jump up, smile and say hello. I offered him a job. From day one, he’s worked hard and everyone loves him. You can hear it when he calls customers to confirm appointments – he connects immediately.”

In just three years with us, Manny has some amazing scores. Safelite’s customer service measurement system for techs is called the Technician Power Score (TPS) and the company average is 92.9 percent. Since 2012, Manuel’s TPS is 99.6 percent and has zero Detractors in the past year.

But more important than scores is his positive, can-do attitude. The most consistent words seen in three years of survey comments for Manuel are “professional,” “great,” and “friendly.”

Manny’s First-hand Advice: For other customer service professionals, Manny’s top tip is “Maintaining a positive attitude is indispensible when it comes to achieving excellent customer relations. Delivering superior services should be a point of paramount significance. I'm always willing and happy to go above and beyond my commitment, empathizing with customers, confirming their approval; that goes a long way.”

Thank you, Manny – our “quarterback of customer service” for your dedication to our customers!

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