February 08 2017

Video: Award-Winning Customer Service from Tony Hansen

Tom Feeney, Safelite® President and CEO

As personable as he is proficient, Tony Hansen, a Safelite AutoGlass technician in Kalispell, Montana, loves meeting customers and solving their problems. Making each customer feel delighted with his service is the most important thing to him, and he easily exemplifies our Everyday Hero recognition program.

Tony’s dedication to customer satisfaction is a perfect complement to having plenty of experience at perfecting his craft. Tony has been installing vehicle glass for 35 years, and although he says his body feels it, he looks after his health to make sure he can continue his great work. With an exceptionally high Net Promoter Score (NPS), Tony has been #1 for the past four years in the Spokane market. This helped his store become the #1 store for NPS in the nation in 2014 as well. He also was honored with the Hall of Fame award in 2015.

Kalispell store leader Bill Quinn said, “Tony has a great memory and remembers customers, their locations and their vehicles from many years of service. Usually he can even tell you the color of their car and kind of pet they have. His memory for part numbers and what it takes to install the part is incredible. Customers love his work, and they ask for him by name.”

Tony’s five-year average Net Promoter Score (NPS) is exceptional and his productivity levels are consistently higher than the market average. In addition to these great stats, he receives great customer comments:

“Top notch job start to finish. I was very impressed with Tony’s courtesy and professionalism. Can’t remember when I’ve experienced such excellent service.”

“He even helped me look for my dog! I’d recommend him to all my friends and will request him next time.”

“Tony gave AMAZING customer service! Tony went above and beyond!”

Compliments like these mean the world to Tony. “Making a customer smile and realize I made their day happier means a lot to me,” he said. “I try to engage them in conversation and get them to open up – that connection with them helps show them they’re important to me. Some customers really make me realize how much I am appreciated, too – they’ll offer me cookies or a drink, and thank me for making an inconvenience in their life so much easier.”

Over the years, Tony has met some interesting customers, too. Fifteen years ago, a lady in her 70s answered the door and said “Hey, honey, Safelite brought me eye candy!” Her husband replied “Wow, someone else to watch out for.” It was all in good fun, and a great way for her to break the ice with humor. Tony remembers the people who make his day more fun with fondness.

As much as he loves his day-to-day routine and customer contact, Tony feels so honored that his work has been recognized with a Belron nomination. “I love what I do, and do the best job I possibly can each day. In every call, I want to know I did a good job. To be recognized for that feels great.”

Always fascinated with vehicles in general, Tony’s job as a technician is a natural fit. “Each job is different, and I like a challenge,” he said. “I started in the business at age 19 and love my work so much that I stayed with it. Once a manager with Safelite in Missoula, Tony found himself drawn back to his work as a technician. “I enjoy the job so much, and really prefer that one-on-one interaction with customers.”

Tony will always credit a former manager, Terry Rothacher, since retired, for inspiring him to give his all to his career here. “I really wanted the job because of Terry, and he hired me when I was just 19 years old. He was the mentor who helped give me a true passion for my work.”

Also grateful for the new tools Safelite AutoGlass comes out with, Tony says the new VIN recognition feature is one he’d cite as being especially helpful. “That really helps me develop a can-do attitude,” he said. “I feel like there’s no challenge I can’t tackle, and the support we receive with new ideas helps give me that confidence. Knowing I can do it and do it right helps me to put the Safelite Spirit into action every day.”

Because of this, he has won an International Customer Experience Award!

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I had the pleasure of meeting Tony! What an exceptional individual who carries such a great attitude in and out of his customer interactions! Proud to have been able to meet you Tony! Safelite Spirit to the nines.

Dan Spriet, February 14, 2017

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