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.

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Building Houston

 
 

Catch up on two big pieces of news landing at the Houston Spaceport. Image via fly2houston.com

The Space City is starting 2022 off strong with news launching out of the Houston Spaceport — a TK-acre space in TK Houston.

The two big headlines include a unicorn company releasing the latest details of its earthbound project and fresh funds from the state to support the space ecosystem in Texas.

Governor Abbott doles out $10M in spaceport grants

Texas has launched fresh funding into two spaceport projects. Image via fly2houston.com

Last week, Gov. Greg Abbott announced $10 million in funding to two Texas spaceports as a part of the state's Spaceport Trust Fund. The Houston Spaceport Development Corp. received $5 million and the Cameron County Spaceport Development Corp. received $5 million.

The fund is administered by the Governor's Office of Economic Development and Tourism and was created to support the development of spaceport infrastructure, create quality jobs, and attract continuing investments that will strengthen the economic future of the state, according to a news release.

"For decades, Texas has been a trailblazer in space technology and we are proud to help cultivate more innovation and development in this growing industry in Cameron and Harris County," says Abbott in the release. "This investment in the Cameron County and Houston Spaceport Development Corporations will create even more economic opportunities for Texans across the state and continue our legacy as a leader in space technology."

Axiom Space hires Dallas-based architecture and engineering firm

Axiom Space has made progress on developing its 14-acre headquarters. Image via axiomspace.com

Houston-based unicorn Axiom Space has announced that it awarded Dallas-based Jacobs the architecture and engineering phase one design contract. The firm will be working on the 100,000-square-foot facility planned for the 400-acre Houston Spaceport at Ellington Airport.

Axiom Space's plans are ro build the first commercial space station that will provide a central hub for research, to support microgravity experiments, manufacturing, and commerce in low Earth orbit missions, according to a news release.

"This is an exciting and historic moment for Axiom and the greater Houston area," says Axiom CTO Matt Ondler in the release. "For the first time, spacecraft will be built and outfitted right here in Houston, Texas. This facility will provide us with the infrastructure necessary to scale up operations and bring more aerospace jobs to the area. With this new facility, we are not only building next generation spacecraft, but also solidifying Houston as the U.S. commercial industry's gateway to space."

Axiom Space, which raised $130M in venture capital last year, is building out its 14-acre headquarters to accommodate the creation of more than 1,000 high-paying jobs, from engineers to scientists, mathematicians, and machinists.

"Houston is a city built on innovation and is becoming a next-generation tech hub in the United States," says Ron Williams, senior vice president at Jacobs. "Privately funded infrastructure will drive U.S. leadership in space. Jacobs is committed to providing integrated solutions to accelerate the future of commercial space operations."

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