Driving Excellence Through People and Processes at My Glass

Gary Stieger, CEO of My Glass, joins Tony from COVER to discuss the company’s recent award for outstanding service provision. This episode delves into what it takes to excel as a service provider in the competitive fitment industry, balancing the expectations of insurers, brokers, and individual clients.

Gary shares the driving principles behind My Glass’s success: passion, innovation, and a relentless focus on continuous improvement. He emphasizes that while systems and processes are critical for ensuring consistency, the true differentiator lies in the people. My Glass prioritises hiring individuals with a natural inclination for customer care, echoing Gary’s belief that authenticity is key to client satisfaction.

Central to My Glass’s operations is a robust system that monitors service delivery across its national network. From managing SLAs to tracking individual technician performance, these systems ensure that every client interaction meets the highest standards. This has enabled My Glass to achieve a consistent customer satisfaction index of 98-99%.

Gary also talks about the challenges and rewards of maintaining excellence across a diverse service network. Recognizing the hard work of his teams, he views the award not as the end goal but as motivation to raise the bar even higher. For anyone interested in customer service, leadership, or innovation, this episode offers invaluable takeaways.

Key takeaways

• Passion drives excellence: Authentic care for client satisfaction is the foundation of My Glass’s success.

• Systems enable consistency: My Glass uses innovative dashboards and SLA monitoring to maintain high service standards.

• Continuous improvement is key: The company constantly refines its processes to exceed client expectations.

• Balancing multiple stakeholders: My Glass provides seamless service across insurers, brokers, and individual clients.

• Recognition inspires growth: Winning awards motivates the team to aim even higher.