January 13 2015

Customer Service Hero: Tom Wall, Technician, Churchville, Md.

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology


Today we highlight 2014 Everyday Heroes Award winner Tom Wall, a technician in our store in Churchville, Md., who’s been installing glass (and delighting customers) for 40 years!

Tom illustrates what it means to have a service-oriented mindset. Not only does he provide great service to customers, he also serves his co-workers by sharing his knowledge and expertise routinely. In fact, the top-performing (quality and productivity) location in our Baltimore market has long been Churchville, thanks to Tom.

He’s also a problem solver. Tom regularly talks to all the mobile techs before their first job to discuss any potentially challenging appointments and provides pointers. He always offers this advice, “Don’t take shortcuts; do the job right and take pride in your work.”

Additionally, Tom has stepped up to serve on numerous Catastrophe Response teams traveling to areas that need help after a storm.

Finally, Tom has the highest productivity of any technician in Baltimore, and he was the first technician to represent Baltimore in Safelite’s Best of Belron technician competition.

Congratulations, Tom, for earning an Everyday Hero award recognizing your service to our customers!

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