Safelite AutoGlass Earns 4 of 12 International Belron Exceptional Customer Service Awards
Safelite AutoGlass® was awarded 4 of the 12 2011 3rd Annual Belron® Exceptional Customer Service Awards, more than any other country.
Belron, the world's largest dedicated vehicle glass repair and replacement company with a presence in 32 countries, is the parent company of Safelite AutoGlass. The Belron Exceptional Customer Service Award was created in 2009 to recognize Belron team members worldwide who are providing exceptional service to customers.
The U.S. recipients of the international Exceptional Customer Service Awards are (in alphabetical order):
• Michael Brandon, Technician, Greenville, South Carolina
Last year, Brandon received more than 175 completed customer satisfaction surveys from customers. None rated him unsatisfactory. In fact, those that would recommend his work is an impressive 99.6 percent. One customer shared this feedback: “Michael, the service technician, was first class. He applied knowledge and skill in a professional manner and went beyond expected service methods to use the best technique and material to make the windshield replacement the best possible. I kept waiting for him to say he really was a supervisor not a technician. Thanks for sending this one to me. I'll recommend Safelite to anyone!”
• David Leach, Rockies Division Manager, Denver, Colorado
After a devastating tornado hit Joplin, Missouri in May 2011, Leach spearheaded efforts of his local Safelite AutoGlass team and partnered with the Red Cross to collect more than 55,000 pounds of donations. Working their normal shifts during the day the crews worked through several nights to pack more than one semi-trailer load of supplies. When it comes to the customer experience, Leach says, “The practice of creating ‘true’ delight, through coaching an associate, or serving a customer, is intoxicating and pretty unique.”
• Dave Ross, General Manager, Boise, Idaho
Ross found a unique way of approaching customer delight in his market, which has been replicated throughout his division and resulted in improvements in customer service that have far reaching implications. He believes in engaging with his employees so that they own the issue as well as the solution and his role is to support the group to meet their objectives.
Each week when new customer satisfaction survey results are published, technicians lead the discussion about challenges on the job and opportunities to learn from each other on how to delight customers. This approach has earned Ross the highest employee engagement and customer satisfaction scores in Safelite’s U.S. operations.
• Jacki Wilburn, Repair Specialist, Boise, Idaho
Between January and July 2011, Wilburn received more than 175 customer surveys and zero detractors. Her individual customer satisfaction score is 99.8 percent. One distinction that Wilburn has in the entire company is that in 2011 she has received the highest number of handwritten letters from customers. One customer shared: “I was very, very impressed with Jacki’s service. I have never had such great service. She kept me very informed and the windshield repair was done quickly.”
Nominations are made by each individual business unit. Each nominee earns a special designation as an Everyday Hero. This year, there were 46 nominations from 17 countries. The additional U.S. nominees deserving recognition for excellent customer service are:
• Barry Johnson, Repair Specialist, Charleston, South Carolina
• James Dodt, Workforce Management Analyst, Columbus, Ohio
• Jamie Sonnier, Mobile Pro Technician, Lake Charles, Louisiana
• Paul Groves, Director of Materials Management and Logistics, Columbus, Ohio
For more information, including bios, please visit www.BelronHeroes.com.