Boise General Manager Dave Ross Wins 2012 Safelite AutoGlass® "People Powered Leadership" Award
BOISE, Idaho – March 25, 2013 - Dave Ross, general manager for the Boise, Idaho www.safelite.com/® market, was recently awarded the 2012 “People Powered Leadership” Award. Introduced in 2010, this award honors leaders who embody Safelite’s “blogsafelite.com/index.php/site/full_blog/transforming_a_company_culture_to_achieve_customer_delight, which is about powering business performance by having, growing and engaging talented people.
Ross, who has been with the company for 28 years, earned a 2012 employee engagement score from his team of 85%. He also consistently earns some of the top scores in Safelite’s Key Performance Indicators (KPIs). In fact, he ranked No. 1 out of all of Safelite’s general managers in the following KPIs:
·2012 Net Promoter Score: 95.9%
·Staff Retention: 92.37%
·Job Completion: 85.3%
·Friendliness of techs: 96.7%
·Quality of finished job: 94%
·Professionalism of technicians: 97.3%
·Satisfied with techs’ performance: 96.9%
·Tech Power Score: 99.2%
Ross also was a recipient of the blogsafelite.com/index.php/site/full_blog/customer_service_hero_dave_ross and under his leadership, the Boise market earned the blogsafelite.com/index.php/site/full_blog/safelite_autoglass_wins_two_2012_american_business_awards_for_customer_serv.
Following is the description offered by his regional vice president, Brad Edwards:
“Dave is a shining example of what it truly means to be a People First Leader. He is skilled at formulating a plan to ensure the success of his team in all key areas, ranging from the most improved gas mileage (MPG), top Net Promoter Score (NPS), top quality metrics, top retention and more. His ability to lead and inspire his team to do great things is nothing short of amazing.
“There are many who look at these Key Performance Indicators (KPI) for his market with wide-eyed admiration; and while these KPIs are undoubtedly impressive, they are made all the more so by the high level of engagement of associates.
“His team is made of the best that Safelite® has to offer. They truly demonstrate the fundamental core competencies of the organization. But this leader is never satisfied with ‘good enough.’ He sets high expectations for his team, holds them accountable and then is with them every step of the way; always encouraging them to be the best, removing obstacles and celebrating their success. He is the first to step up and say what can be done – 'can’t’ is not in his vocabulary.
“He has developed two of his direct reports into general managers and has also become a valuable resource to assist in the training of new general managers and technician managers within the region, becoming renowned for being the best launching pad for new general managers.
“His door is always open to assist others, sharing best practices and standing as an example that what was once thought to be impossible is now the new normal.”
About Safelite AutoGlass®
Safelite AutoGlass®, founded in 1947, is the nation’s leading provider of vehicle glass repair and replacement services, providing mobile service to more than 95 percent of the U.S. population in all 50 states. The Columbus, Ohio-based company employs nearly 10,000 people across the United States and served more than 4.1 million customers annually. For more information, visit www.safelite.com.