Windshield Tech Earns Most Customer Compliments
Safelite AutoGlass® Honors Barry Johnson with the Excellence in Service Award
CHARLESTON, S.C. – March 20, 2012 – Barry Johnson, a windshield repair specialist from North Charleston, S.C., received more customer compliments in 2011 than any other technician from Safelite AutoGlass®, the nation’s largest vehicle glass repair and replacement company with nearly 4,000 technicians.
“The program, Excellence in Service (EIS), was created to recognize any Safelite® employee delighting a customer, whether an external or internal customer. When an employee receives a compliment showing the employee going above and beyond their normal duties, turning a bad experience around, or doing something the customer did not expect or ever experienced before, they earn points to purchase gifts online,” explained Tom Feeney, Safelite’s president and CEO. “It’s a way to encourage the type of positive actions we like to see.”
Each time an employee receives this type of compliment, they also receive a certificate recognizing them for providing customer delight and personalized letter signed by Feeney. Each compliment received and recognized in this program is considered a separate level and employees with multiple recognitions increase their levels and awards. At Level 5+, the employee is included in a special recognition program that includes a glass trophy and plaque. Each year, the top 10 recipients are featured on a wall display in the main lobby of Safelite’s headquarters in Columbus, Ohio.
Johnson was named winner of the 2011 Excellence in Service Award, finishing the year on level 18. “To be completely honest, I can’t believe I get paid to do the job I do,” Johnson said. “My wife teases me all the time saying I could talk to a post.”
Johnson said customers are truly what make his job enjoyable. His favorite part is the interaction he has with people every day and he added that sincerity is key to great customer service. “I think if you are just being nice because you have to be, the customer sees through that,” he said. “It’s when you actually want to be there helping them, they get that first-class experience.”
Johnson recognized how honorable the award is. “I’m so proud of it because it means I really do make an impression on people. For them to actually feel the urge to tell someone about the service they received is really a lot. So it makes me happy to know I give service worthy of their time they spend doing that.”
The top 10 EIS winners include three others from North Charleston:
- Barry Johnson, Repair Specialist, Level 18, N. Charleston, S.C.
- Jaclyn Wilburn, Repair Specialist, Level 16, Boise, Idaho
- Jose A. Hernandez, Technician, Level 14, Raleigh, N.C.
- Jason Linville, Repair Specialist, Level 9, N. Charleston, S.C.
- Jose Garcia-Torrijo, Technician, Level 9, Sherman Oaks, Calif.
- Darius Smith, Repair Specialist, Level 8, Capitol Heights, Md.
- Ronald Anderson, Mobile Pro Specialist, Level 7, Farmington, N.M.
- Robbie Sigmon, Technician, Level 6, N. Charleston, S.C.
- Jonathon Cox Jr., Technician, Level 6, N. Charleston, S.C.
- Patrick P. Sanchez, Repair Specialist, Level 6, Palm Springs, Calif.