We’ve been sharing with you the stories of our 14 Everyday Hero Award winners. Their stories give us inspiration as we continue our quest to be a People Powered, Customer Driven company in which employees are empowered to deliver great customer service and business processes are improved by listening to customers. It’s a simple idea that happy, engaged people create happy, loyal customers.
From our list of Everyday Hero Award winners, our parent company Belron as selected its annual winners for the International Exceptional Customer Service Award.
Out of 22 winners from a variety of Belron business units, Safelite nabbed 8. The stories of the winners range from technicians who have long-term high levels of customer service to special project teams that have stepped up to the challenge caused by extreme weather impacting the business. The winners are:
• Kanyon Hillaire, Technician, Portland, Ore.
Kanyon inspired Safelite to develop official company videos to communicate to customers in American Sign Language as well as Spanish for all its technicians to access when needed.
• Elizabeth Howard, National Recruiting Manager, and the European technician staffing team
The Polar Vortex that hit eastern U.S. presented Safelite with an unprecedented challenge – double-digit demand increases stretched technician resources thin. Meanwhile, Safelite’s sister companies in Europe were experience little to no extreme weather. This situation presented an opportunity for Safelite to leverage underutilized, trained technicians in Europe to support a critical need in the U.S. Howard, led a cross-functional, cross-borders team to coordinate the placement of nearly 100 technicians from 6 countries during 5-week stays across 36 Safelite geographies.
• Kirk Reed, District Manager, and the local Catastrophe Response team, Harrisburg, Pa.
After a hailstorm just before Memorial Day, Kirk implemented Safelite’s Catastrophe Response plan, pulling in 16 technicians both nearby and from as far away as California, to help serve customers over the holiday weekend and beyond. His team set up a four-vehicle portable garage adjacent to Safelite locations and a 16-bay CAT tent in a local mall parking lot to deliver a great experience to our customers in this challenging situation.
• Andrey Ryabyy, Technician, Charlotte, N.C.
Andrey took the initiative to start a Safelite AutoGlass Instagram account. After five months, he had more than 700 followers. Andrey uses the social media site to mesh the technical aspects of a technician’s work with the great design of automobiles and the photographic lenses of Instagram.
• Patrick Sanchez, Repair Specialist, Ontario, Calif.
Since joining Safelite in 2011, Sanchez has earned more than thirty letters to his managers from delighted customers. Additionally, his three-year Net Promoter Score average is a phenomenal 99 percent.
• Shannon Slade, Assistant Vice President of the National Contact Center, and the Contact Center leadership team, Columbus, Ohio
For more than 20 years, Slade and her team in the Contact Center have delivered exceptional performance, enabling Safelite Solutions to grow into the leading insurance and fleet vehicle glass claims management solution, generating an average of 8 million calls each year. During the Polar Vortex, the increase in call volume during the first quarter of 2014 was enormous – calls increased by over 160,000. Despite this increase, the number of abandoned calls dropped – showcasing the team’s ability to outperform expectations and demonstrate to clients that Safelite is always there for them.
• Sandy Swackhammer, Store Manager, Dubois, Pa.
Sandy lives Safelite’s values by supporting her high-performing team and focusing on customers, mentoring employees, helping her technicians achieve an excellent Net Promoter Score of 99.5 percent over four years, and providing a support network for employees outside of her store.
• Tom Wall, Technician, Churchville, Md.
Customers and Safelite have relied on this Baltimore-area technician for over three decades and his performance throughout the years is remarkable. Thanks to Wall’s coaching, his home store in Churchville has the highest quality and productivity within the Baltimore market. Additionally, he has been on numerous Catastrophe Response teams, has the highest productivity of any technician in Baltimore, and was the first technician to represent Baltimore in Safelite’s Best of Belron technician competition.
Congratulations’ to Safelite’s latest Exceptional Customer Service Award winners! We aim to delight our customers daily. This award is an opportunity to thank those who go above and beyond in creating a memorable customer experience.
Stay tuned to hear more from our winners!