Guest column

Houston expert: Put people first during customer service week

It's National Customer Service Week, but celebrate it by putting both customers and employees first. Photo by Hero Images

National Customer Service Week is an annual event when companies and business leaders shower their customers with deals and discounts to show their appreciation. While that method is great for a quick win, we'd like to recommend a more unconventional approach to this week:

Take care of your employees first.

In fact, when President George H. W. Bush created National Customer Service Week in 1992, he specifically mentioned that "A business will do a better job of providing high-quality goods and services by listening to its employees and by empowering them with opportunities to make a difference."

At Patten Title, we take this idea to heart. By making it a fundamental aspect of our company's culture, we have experienced increased employee engagement, lower turnover, and higher customer satisfaction. And not just this week, but every week.

We've assembled three of our favorite team-building ideas for your company to try out this National Customer Service Week. By putting just one of them into action on a regular basis for your employees, you can set your business on the path for long-term success with your customers. But before you try anything, your first step should always be getting to know your personnel to find out what they value.

One-on-one time with leadership

Whether it's a standing quick meeting to touch base or a more involved coffee or lunch outing, sitting down with your staff can go a long way. This is your opportunity as upper management to gauge how your employees are doing. It also gives your employees a voice to provide feedback and suggestions, as well as the chance to develop a personal relationship that goes beyond the workplace. Such opportunities can foster a more relaxed work environment where employees feel comfortable expressing ideas.

Employee events

From a simple after work happy hour to a more formal offsite exercise, leaving the office to interact away of the desk goes a long way toward boosting employee morale and cohesion. For example, Patten Title will venture out of our offices this month to send everyone to a haunted house. Fun events allow employees to feel more comfortable around each other, which means they'll be more at ease when tackling problems as a team.

Customer events

We can't leave all the fun just for our employees. One valuable way to increase employee engagement and productivity is to give them opportunities to interact with clients outside of the workday. By creating the space where customers and employees can let loose, mix, and mingle, it establishes a healthy relationship and enables better client relations through the development of personal connections.

One timely idea from our playbook is a Halloween bowling tournament. We gather staff and clients to dress up in their best costume for an evening of bowling and socializing. By seeing one another out of the office – especially in a ridiculous outfit – it creates camaraderie between both parties that helps everyone communicate more effectively when doing actual business.

Any industry and workplace can generate some stressful situations with plenty of ebbs and flows in both energy and activity. When your employees build relationships that go beyond the workplace, they can collaborate more efficiently and effectively when an issue arises, which creating a strong service mindset for your customers.

Investing in your employees is investing in your clients. Put your people first, and the rest will come. By helping employees engage with each other and management, they can perform at their maximum potential and find value in the work they do. As a result, your customers will know they're appreciated all year long – not just during National Customer Service Week.

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Eric Fontanot is president at Houston-based Patten Title Co.

It's crucial for Houston to prepare the next generation's workforce to succeed and fill jobs with capable talent. Educational First Steps/Facebook

Recent studies have shown that nearly half of students enter college with an undecided major and as many as 70 percent of students change their major at least once during their four-year program, and it is predicted that by 2030, there will be a deficit of 7.9 million tech workers alone.

In order to better prepare the future workforce, schools are encouraging career exploration through hands-on experience. The Village School has created educational partnerships throughout Houston to offer students options to find their interests and better prepare them for postsecondary success.

Educational partnerships

Students are prone to changing their majors because often they will go into a field with an impractical idea of what a specific career actually entails. With partnerships between education and industry, Houston is able to better equip students to enter college with a realistic view of what to expect in their major.

While career-focused partnerships are beneficial for students, they also play a huge role in recruiting valuable skilled talent for years to come. A good impression, good mentors and great experience goes a long way when students start job searching.

Tuning into Houston's workforce

High school is the time for students to explore different career options. When students are placed in an internship program as early as the high school level, they are able to see exactly what the day to day looks like while building a foundation of professional development as they start to think about their future. It's important for students to have a realistic vision of what a career looks like.

There are numerous businesses in Houston that are working with high school students to help them gain experience.

For example, a few of the businesses that have partnerships with The Village School include Houston Methodist Hospital, Pimcore, M.D. Anderson Cancer Center, and Cisco. Students are able to gain experience in a variety of ways including:

  • Working alongside surgical technicians and experience open-heart surgery and quarantined situations
  • Learning from cancer researchers who study nicotine addiction in children and the effects on brain development
  • Leveraging data analytics to develop software helping internal team members organize calendars at a leading SAP company

All students finished their internship with a better understanding of the workforce and the skills necessary to perform in a professional environment.

Finding opportunities for everyone

If students don't attend a high school that offers internships there are still opportunities to gain experience. Many businesses are open to job shadowing or having students volunteer a few hours a week to gain experience over the summer months. The opportunity for experience is out there and available and these opportunities will continue to grow and become more accessible for all students. Houston families and businesses must work together to ensure students know their options before entering college.

Educational partnerships benefit both students and the community. It's crucial for Houston to prepare the next generation's workforce to succeed and fill jobs with capable talent. Students are able to see that while they may not think they are interested in a specific field there are opportunities within the field that match their strengths and interests.

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TeKedra Pierre is the internship coordinator at The Village School.