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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From software and IoT to decarbonization and nanotech, here's what 10 energy tech startups you should look out for. Photo via Getty Images

This week, energy startups pitched virtually for venture capitalists — as well as over 1,000 attendees — as a part of Rice Alliance for Technology and Entrepreneurship's 18th annual Energy and Clean Tech Venture Forum.

At the close of the three-day event, Rice Alliance announced its 10 most-promising energy tech companies. Here's which companies stood out from the rest.

W7energy

Based in Delaware, W7energy has created a zero-emission fuel cell electric vehicle technology supported by PiperION polymers. The startup's founders aim to provide a more reliable green energy that is 33 percent cheaper to make.

"With ion exchange polymer, we can achieve high ionic conductivity while maintaining mechanical strength," the company's website reads. "Because of the platform nature of the chemistry, the chemical and physical properties of the polymer membranes can be tuned to the desired application."

Modumetal

Modumetal, which has its HQ in Washington and an office locally as well, is a nanotechnology company focused on improving industrial materials. The company was founded in 2006 by Christina Lomasney and John Whitaker and developed a patented electrochemical process to produce nanolaminated metal alloys, according to Modumetal's website.

Tri-D Dynamics

San Francisco-based Tri-D Dynamics has developed a suite of smart metal products. The company's Bytepipe product claims to be the world's first smart casing that can collect key information — such as leak detection, temperatures, and diagnostic indicators — from underground and deliver it to workers.

SeekOps

A drone company based in Austin, SeekOps can quickly retrieve and deliver emissions data for its clients with its advance sensor technology. The company, founded in 2017, uses its drone and sensor pairing can help reduce emissions at a low cost.

Akselos

Switzerland-based Akselos has been using digital twin technology since its founding in 2012 to help energy companies analyze their optimization within their infrastructure.

Osperity

Osperity, based in Houston's Galleria area, is a software company that uses artificial intelligence to analyze and monitor industrial operations to translate the observations into strategic intelligence. The technology allows for cost-effective remote monitoring for its clients.

DroneDeploy

DroneDeploy — based in San Francisco and founded in 2013 — has raised over $92 million (according to Crunchbase) for its cloud-based drone mapping and analytics platform. According to the website, DroneDeploy has over 5,000 clients worldwide across oil and gas, construction, and other industries.

HEBI Robotics

Pittsburgh-based HEBI Robotics gives its clients the tools to build custom robotics. Founded 2014, HEBI has clients — such as NASA, Siemens, Ericsson — across industries.

CarbonFree Chemicals

CarbonFree Chemicals, based in San Antonio and founded in 2016, has created a technology to turn carbon emissions to useable solid carbonates.

SensorUp

Canadian Internet of Things company, SensorUp Inc. is a location intelligence platform founded in 2011. The technology specializes in real-time analysis of industrial operations.

"Whether you are working with legacy systems or new sensors, we provide an innovative platform that brings your IoT together for automated operations and processes," the company's website reads.

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