Safelite’s parent company recently announced winners of the 5th Annual Belron Exceptional Customer Service Award (BECSA), which honors team members worldwide who provide exceptional service to customers. The two-part nomination process includes each country’s business unit naming their top “Everyday Heroes,” which are then narrowed down to the BECSA winners. This program is an excellent way to spread customer delight throughout the culture company-wide.
I’m thrilled that this year, four Safelite AutoGlass technicians won a BECSA, including:
1. Manuel Gonzalez, Technician, Victorville, Calif.: Since 2012, Manuel’s Technician Power Score (a metric used by Safelite measuring elements including customer service and quality) has been 99.6 percent. The most consistent words seen in three years of survey comments for Manuel are “professional,” “great,” and “friendly.”
2. Christine McCollum, Repair Specialist, Omaha, Neb.: Year-after-year, Christine is among the top-rated repair specialists at Safelite. She has an ability to build customer trust and rapport that she shares with all her co-workers.
3. Dan Porter, Technician, Akron, Ohio: Dan serves as lead ‘on-the-job’ trainer for new technicians. He pushes teammates to improve, does what is right every time and is willing to do whatever it takes to help his Safelite family. He’s even known to come into work on a day off or Sunday helping clean up the shop if it’s been busy. Dan truly believes the customer is his boss.
4. Jacki Wilburn, Repair Specialist, Boise, Idaho: Jacki is the first second-time Exceptional Customer Service Award winner. This latest recognition isn’t meant to look back on her performance, but instead recognize what she’s doing now. Her process for making the customer experience wonderful is truly unique, and she has the highest two-year average Tech Power Score at 99.7 percent.
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. Out of approximately 25,000 Belron employees worldwide, these four have proven their passion for customer service.
Congratulations to all our nominees and winners and stay tuned for video profiles showcasing their stories!