September 17 2013

Excellence in Service Profile: Michael Brandon, Technician

Scott Gardner, Regional Quality & Training Manager


Safelite’s Excellence in Service program recognizes employees when they are complimented for going above and beyond for customer service.

This letter was about our technician Michael Brandon from a customer, Craig B.:

“I had the windshield replaced on my truck last week. As a USAA member of 45 years, I am accustomed to and expect the highest quality of service regardless of what I may be asking for or seeking out when I contact USAA or any company they recommend. Mr. Brandon may have exceeded that ‘highest quality of service.’

“His communication with me both by email and phone regarding when he was coming was exceptional. I can imagine the email you send to folks with the picture of the technician is especially appreciated by many, I know I appreciated it.

“When he arrived at the time he had predicted, he immediately impressed me with his manner of a friendly greeting, a firm handshake and looking at me directly as we talked, although he was moving steadily on the job. He noted my Vietnam Veteran status and thanked me for my service. He did not tell me he was a veteran as well, until I asked. His modesty of his service to his country was impressive, although upon finding out what he did in the Air Force, he has every reason to not be so modest in my opinion.

“He finished his work, cleaning my carpets and windows, leaving behind no mess within the time frame he had estimated and exited again with a friendly goodbye and firm handshake.

“This man, this veteran, is a walking, talking positive advertisement for your company. While I am retired, after my military service, my life's work has been helping veterans as they transition from their service into civilian life. I commend your company for hiring this veteran in particular and hope you will continue to view veterans as potential valuable employees.”

Thanks, Michael for service so great, it was memorable!

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