February 22 2016

Video: Award-Winning Customer Service from Safelite Repair Specialist Michael Graham

Renee Cacchillo, Safelite Senior Vice President of Customer, Brand & Technology

“Make sure that the customer knows what you are going to do and set clear expectations.” - Michael Graham, Repair Specialist, Salt Lake City, UT

Job title: Repair Specialist

Years of service: 32 years

Location: Salt Lake City, UT

Michael Graham has served tirelessly for more than 32 years in multiple roles from technician to manager to repair specialist to team mentor – and continues to deliver exceptional customer service one customer experience at a time. He consistently achieves an exceptionally high Net Promoter Score (NPS) of 99%.

After 32 years Michael is still hungry to be out and about, helping take a bit of stress out of a customer’s day. His nomination is supported by these wonderful customer comments:

“Michael’s demeanor made the difference. He was very nice. I was extremely impressed with the quality. I consider Michael a TRUE ASSET to your company.”

“Michael’s flexibility was appreciated. I had some last-minute appointments come up and he was willing to change locations very quickly.”

“I have always had a great experience with Safelite. This time was no different. I called Safelite within minutes of a rock hitting the windshield. They accommodated my weird schedule and came out to my workplace. I felt like I was talking with an old friend. A great experience again.”

Top Tip
“Listen to the customer and keep your promise.”


Michael loves restoring old Chevrolets. Has completed a ‘57 Chevy Bel-Air and a ‘57 Chevy Sedan Delivery wagon is 90% complete. Mike can often be found at car shows at the weekend showing off his cars. He also has a passion for collecting old records and currently has 500 albums and 750 45s.

Because of his commitment to excellent service, Michael won an International Exceptional Customer Service Award.

Read More


Feel free to comment below:



Please enter the word you see in the image below: