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Press release

Press release

06-26-2013

Safelite AutoGlass Charleston Market Recognized as "Customer Service Team of the Year" by American Business Award

Market earns bronze-level recognition in premier business awards program

COLUMBUS, Ohio – June 27, 2013 - Safelite AutoGlass®, the largest U.S. vehicle glass repair and replacement company, is pleased to announce its Charleston, South Carolina market has earned the Bronze-level Customer Service Team of the Year in the 2013 American Business AwardsSM.

The American Business Awards are the nation’s premier business awards program. More than 3,200 nominations were submitted this year for consideration in a wide range of categories. The winners were selected by more than 320 executives nationwide who participated in the judging process this year.

Safelite’s Charleston market, which includes 52 technicians and repair specialists, can claim to have some of the most vocal customer advocates. Safelite’s employee recognition program for customer service compliments is called Excellence in Service – every time an associate is complimented in writing or with a phone call for going above and beyond the call of duty, President & CEO Tom Feeney writes them a note and they earn points toward online purchases.

In 2012, Charleston was home to 4 of the top 10 Safelite® technicians and repair specialists in terms of receiving written compliments from customers:

·         No. 2: Barry Johnson, Level 20, Repair Specialist

·         No. 4:  Jerry Sharp, Level 14, Technician

·         No. 8:  Jason Linville, Level 11, Repair Specialist

·         No. 10: Robbie Sigmon, Level 9, Technician

Barry Johnson, who ranked No. 1 in 2011, said customers are truly what make his job enjoyable. 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. “I’m so proud of this award because it means I really do make an impression on people.”

In addition, Safelite’s Charleston market has a consistently strong customer service track record with a current Net Promoter Score (NPS) of 85.1 percent. NPS is a customer satisfaction measurement obtained by asking: “How likely is it that you would recommend this company to a friend or colleague?” Subtract your percentage of detractors (those that have a negative opinion and score you 0-6) from your percentage of promoters (those that love you and score you 9-10, out of 10) and you get your NPS.

The Charleston market is led by General Manager Harry Rowland who began at Safelite AutoGlass® in Raleigh, NC, in September 1992 as a technician. In 1994, he became a retail store manager in Augusta, GA. In 1996, he moved to Charleston, SC to take on the combined management of wholesale and retail operations as general manager.

About the Stevie Awards
Stevie Awards are conferred in four programs: The American Business Awards, The International Business Awards, the Stevie Awards for Women in Business, and the Stevie Awards for Sales & Customer Service.  Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about The Stevie Awards at www.stevieawards.com.      

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 serves more than 4.1 million customers annually. For more information, visit www.safelite.com.

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Media Contact:

Melina Metzger, Safelite AutoGlass®, PR Manager, 614.210.9232, melina.metzger(at)safelite.com    

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