Meet Patrick Campbell
Director of Customer Experience, Vitro Architectural Glass
Patrick (PJ) Campbell has demonstrated a strong aptitude for problem-solving throughout his life. His early experiences, particularly with a cluttered junk drawer during his childhood, played a significant role in nurturing his innate talent for repairing various items. This formative experience provided the foundation for his skills in troubleshooting and creative problem-solving.
“I’ve always liked to take things apart and put them back together,” said Campbell. “I thought I was destined to be an engineer, but I believe I was destined to be a problem solver. I like to identify areas of improvement and fill in those gaps.”
PJ recently identified an opportunity to enhance customer experience by highlighting the importance of customer feedback and its role in improving processes. His strategic thinking led to his appointment as the Director of Customer Experience at Vitro, a newly created position. In this role, he passionately dedicates himself to improving every aspect of the customer’s journey, prioritizing their needs and experiences.
"We aim to make it simple for our customers to collaborate with us," said Campbell. "This starts with efficiency. We guarantee that the right products, of the right quality and quantity, are delivered to our customers on time. Additionally, we maintain constant feedback loops to make adjustments as needed and set benchmarks to measure how it feels to work with us.”
An engineer by trade, PJ has been a member of the Vitro/PPG Glass team for over two decades. He has worked in various roles, including glass production, management of architectural paint coatings, oversight of magnetron sputtered vacuum deposition (MSVD) coating operations, handling key accounts and in his current customer-focused role. Throughout his tenure, PJ has identified some areas for improvement and appreciates that the organization always strives to enhance its operations.
“Taking care of the customer is essential. Vitro understands this and has been very supportive of this new initiative,” said Campbell. “Vitro is committed to investing in its employees and processes, making the necessary changes for improvement. When the customer is happy, we’re happy.”
For PJ, customer satisfaction is about consistently prioritizing the needs and preferences of the customer in every interaction. This commitment demands a strong work ethic, a thorough approach and a proactive attitude. He goes beyond the basics, ensuring he pays attention to every detail, listening to feedback and addressing concerns. For PJ, these principles are not just clichés but integral to his philosophy.
“I’m listening, looking into the situation and going to follow up,” said Campbell. “Customers need to know you’re there for them. To improve transparency and develop trust, we are in the process of creating a comprehensive customer interface. This new system will deliver real-time updates, so customers are always informed about the status of their orders.”
PJ’s background in sports likely shaped his work ethic and his strong belief in the importance of teamwork for achieving successful outcomes. As a former college lacrosse player, he embraces the "one for all" principle, which emphasizes collective effort over individual achievement. This has been important as he works with all parts of the business to enhance and advance the customer experience.
“I find a deep sense of fulfillment in witnessing the growth and development of others as they enhance their skills, which benefits both the individual and the collective,” said Campbell.
Let PJ know how he can help improve your experience here.
