August 22 2011

Excellence in Service Profile: Jacki Wilburn, Repair Specialist

Scott Gardner, Regional Quality & Training Manager

Jacki Wilburn

Recognizing employees when they are complimented for customer service is just one way we have built a customer-focused culture. We call it our Excellence in Service program – every time one of our associates is complimented in writing, our president writes them a note and they earn points toward online purchases.

It’s fun and it’s rewarding for those who go the extra mile.

I’d like to routinely highlight some of our recipients of Excellence in Service awards here in this blog so that 1) they may know they are role models and 2) you may be inspired by their actions.

Jacki Wiburn is a repair specialist in Boise, Idaho. Here’s what a customer recently wrote:

“Yesterday (15 Jan 11) I had a rock chip in my window. It was the second chip I had received in as many weeks. The first company who filled in a chip did so but will stick out in my mind as only providing basic service. After this second chip I was able to be seen at the Safelite located in Boise, Idaho. The technician, Jacki, was amazing! My family has previously used Safelite in other locations in the United States; however, the service received yesterday was by far the most memorable. Jacki has a wonderful sense of humor and was efficient. The service and care provided by Jacki in Boise was exceptional – a huge thanks to Jacki! In a time when customer service is lacking in many agencies and businesses it's nice to know the Safelite in Boise is taking their business to a higher standard. Thank you so very much for making my week!”

Can you imagine windshield repair being so “memorable” you’d write about it? It’s testimonies like these that tell us our focus on customers is worth it.

Congratulations, Jacki!

Read More


I feel so much hpaiper now I understand all this. Thanks!

Shermaine, September 29, 2011

Window tech kasey Schriver Came to our home and did the best job in replacing windshield he was kind and knew his job and he was pleasent to be around thank you

Aurelio B Andrade, September 07, 2013

Michael Brandon replaced my windshield. It He was courteous, timely, And he did a great job. You can be proud is one of your employees, he represents your company well.

Melinda Aud, November 06, 2013

Robert McAlister was here today
To fix a chip in my windshield Wow what a job i can’t see where it was thanks Robert your awesome!

Glenn mc, August 26, 2015

Role model for all technicians. Has the knowledge, skills, and attitude that makes Safelite the best

Dana Chen, October 29, 2015

Provides excellent customer service and understands how to problem solve customer issues that reflects great credit on Safelite.

Joann Marron, October 29, 2015

On April 7th, 2016 a Representative by the name of “Ana” gave Superb Customer Service to me as my GPS couldn’t get me to the: 619 E. Sam Houston Pkwy S, Ste 400, Pasadena Tx, 77503 location, Although I was very frustrated, she stayed on the line with me until I arrived at this location, She made me feel very VALUED as well as put a smile on my face being a 1st time customer. She is the very example of what every Company needs on their TEAM.

Donald B, April 14, 2016

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