March 09 2017

Video: Award-Winning Customer Service from Josh Lanich

Steve Miggo, Safelite Senior Vice President of Operations

There are people you feel like you can count on every time, and Josh Lanich, a Safelite AutoGlass technician in DuBois, Penn., is one of them. His long-term consistency and positive attitude make him an Everyday Hero and has earned him an international Exceptional Customer Service Award.

Store Leader Sandy Swackhammer said, “I never have to worry when Josh walks out the door. He takes every job seriously and makes sure customers are happy.” The evidence is in his customers’ feedback.
Customers would agree that he deserves to be recognized, and comments like these reflect Josh’s dedication to top notch service:
• “As a former professional maintenance mechanic it was easy for me to realize that the technician was highly skilled and efficient. He showed and explained the tools he used as he worked, and it was obvious that he took pride in his work and profession.”
• “Josh was so wonderful and made us feel like we were the most important customers of his day.”
• “He had an excellent attitude towards his job. Next time I have a cracked windshield I would personally ask for Josh.”
• “I’m extremely impressed with the technician Josh. Real friendly, felt like I got a lot more than what I was paying for and the ease of the whole process was excellent.”
• “If I had a business like yours I would try to hire Josh away from you for my company. He adds tremendous value to your business. I hope you appreciate him.”

Such positive customer feedback always makes Josh’s day, as does recognition from Safelite. “Being nominated feels extraordinary,” he said. “It's such a great feeling to be recognized for taking pride in my work. It gives you a great sense of worth and makes you strive to do great things. This nomination tells me that my customers are speaking about their experiences with me, letting Safelite know that I am taking care of them, and that they are very delighted. That makes me very proud and happy to be nominated for such a special award.”

As passionate as he is about customer satisfaction, Josh is also passionate about fixing things. “Whether it is physical things or just problem solving, I like a challenge,” he said. “Working at Safelite AutoGlass gives me that opportunity every day and gives me a real sense of satisfaction. I continuously learn new techniques and methods to apply to my ever changing variety of vehicles. I also love the challenge of fixing a customer’s car that otherwise in some cases could be inoperable, and getting them back on the road with no stress.”

Josh has had some memorable experiences on the job, too. “Back in 2003 I received a work order to head over to Lehigh Valley College to fix a door glass in a brand new Harley Davidson Ford F150,” he remembered. “When I arrived I was met by the customer, Sheldon Brown, cornerback for the Philadelphia Eagles and a few of his teammates, including quarterback Donovan McNabb. So that was pretty wild to meet a handful of NFL players while at my job. You just never know who you might meet, especially when you serve six to eight people every day.”

Along with the exciting days, inevitably come challenging days as well. “I think coming into work every day, especially in the dead of winter dealing with extreme winter conditions, is a real contribution in itself,” he said. “But I have had some incredible journeys with the catastrophe response team to help out when people are in real need – these experiences in my mind are real contributions that I am glad to be a part of.”

Josh is also very glad to be a part of a company that cares. “I like that Safelite really pays attention to their employees and rewards them with praise for doing great work,” he said. “I also love that they hold a competition for technicians to show off their skills, which really makes them feel good about themselves. Safelite really cares about people.”

And that is just one reason it’s so easy for Josh to exemplify the Safelite Spirit. “In my opinion, it’s putting forth 110% of yourself toward serving your customers and colleagues every day, while living and breathing Safelite morals and values,” he said. “I strongly believe I do just that every day, and that to me is Safelite Spirit.”

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Great job Josh!!!!! You make me want to be even better

Jeff Becker, April 08, 2017

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