"Treat every customer and employee as they were members of your family!"
As a Sevice Centre Manager he is expected to implement and maintain a culture that is customer oriented and satisfaction driven for both customers and employees,as well as exceed sales and financial KPIs/objectives using operational guidlelines, procedures and best practises developed by Belron globally.
Peter has a very strong interest in motorcycles and antique cars. He currently owns three bikes,a Harley Davidson, a CamAma and a Honda. In addition he has a 52 Pontiac and a 51 Ford Prefect. When he isn't riding in or showing/repairing the cars he loves fishing.
It is with great pleasure that I introduce Service Centre Manager Peter Cober, Speedy Glass® Kitchener 8146, for Belron’s first Exceptional Customer Service Award’ He is our Belron® Hero!
Peter’s team is dedicated to providing outstanding customer service and he serves as an excellent example by treating clients in a warm, genuine and friendly manner. He consistently demonstrates a respect for customers by actively listening to their needs and always takes the time to hear their story, ensuring that their glass replacement and/or repair needs are met.
Peter walks the talk - and he shows his customers that they are dealing with a trusted professional. Long before we started tracking our Customer Satisfaction results, Peter and his team exceeded customers’ expectations. Now – and since the outset of our CSAT’s - his team has never received a poor rating.
As early as 2007 they were achieving comments like “professional”, “punctual”, “gave me a shuttle service”, “left my car impeccable”, and “gave me a courtesy vehicle”. Last year, Peter received an award from their local newspaper for excellence in customer service.
The Kitchener Record and their local Member of Parliament recognized them as Kitchener’s “Favourite Auto Glass Repair Business”. This recognition exemplifies his long standing commitment and dedication to his customers.
Peter received the top Canadian 2008 BWC award for his region, achieving an annual outstanding Customer Satisfaction Index of 123 coupled with Trading Profit of 29% in a cash market. The utilization of a service reminder call is second nature to Peter and a process that has been ongoing for some time.
This has resulted in improved retention and conversion rates which continue to positively impact his ability to meet and surpass his customers’ expectations. Peter’s integrity and commitment to exceeding customers’ needs is unwavering and true. The customer comment below is further evidence of Peter’s integrity and strong commitment to exceed customer service standards.
“Thank you so much for your prompt, kind, compassionate honest service! You turned an unpleasant incident into a memorable experience. I hope you realize with this letter, how very much it meant to me. Not only did you take my non-insured status into consideration, but when I accidentally overpaid the bill by $20 you noticed it and called me back to return it to me. Integrity like this is getting more and more rare. Thank you!”
Peter is the ideal candidate for the HERO award because he leads and works with his team to consistently delight customers through integrity, dedication, top quality service and the integration of best practices into their daily business routines.