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My Take: Who Is Your Barry Johnson?
Gary Lemke, Chief Customer Advocate   (March 27, 2012)
 
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Safelite AutoGlass issued the news last week that Barry Johnson, a windshield repair specialist from North Charleston, S.C., received more customer compliments than any other of the 4,000 technicians. That makes him the 2011 Excellence in Service Award winner for the company.
 
There is nothing necessarily special about a company that recognizes top performers. Recognition and reward take many different forms in a wide variety of organizations. In this case, there is something different. First, the measure was compliments, not just satisfactions scores, NPS, or some other survey.
 
Second, the company decided to talk about it in a very public way. They put a face to their commitment to excellent customer service. The award creates a platform by which they can show how important customer service is to who they are. It's a part of their DNA. And the message is not just for the employees. It's for the customers and potential new customers.
 
And it seems this is a topic recently covered in the New York Times - When Businesses Can’t Stop Asking, ‘How Am I Doing?’
 
  What's your take?
 
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Who is Your Barry Johnson?
 
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