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

 
 

This week's innovators to know include Steve Jennis of Founder's Compass, Denise Hamilton of WatchHerWork, and Chris DuPont of Galen Data. Courtesy photos

Houston's innovation ecosystem continues to grow. Last week, a group of startup mentors formed a new program that's a masterclass for aspiring entrepreneurs. Plus, a Houston innovator is writing the book on inclusion while another has a new partnership with a medical device company.

Steve Jennis, co-founder of Founder's Compass

Steve Jennis, along with three other Houston entrepreneurs, have teamed up to create a program based on each of their expertise that provides a launch pad for aspiring startup founders. Photo courtesy of Steve Jennis

Steve Jennis, a founder and mentor within the Houston innovation ecosystem, was thinking about opportunities for aspiring entrepreneurs. While there are several accelerators within the ecosystem, they tend to be months-long programs that might require equity.

"A few months ago it struck me that maybe there was a gap in the market between the aspiring entrepreneur," says Jennis, "and the accelerator or incubator program."

Jennis tapped a few of his fellow founder-mentors to create Founder's Compass, an online masterclass for people who have a business idea but don't know what to do next. Read more about the new program.

Denise Hamilton, founder and CEO of WatchHerWork

Denise Hamilton is publishing a book that helps guide Black Lives Matter allies to make changes that will help them change the world. Photo courtesy of WatchHerWork

After developing a long career as a corporate executive, Denise Hamilton was fielding tons of requests to lunch or coffee to "pick her brain." While she loved helping to mentor young businesswomen, it was starting to become exhausting. "Frankly, there weren't enough hours in the day," she says on this week's episode of the Houston Innovators Podcast.

So, five years ago, she turned the cameras on and started a library of advice from female executives like herself and created WatchHerWork. The company evolved to more, and now she's focused on diversity and inclusion consulting and leadership — and, amid COVID-19 and the resurgence of the Black Lives Matter movement, she's particularly busy now. Stream the episode and read more.

Chris DuPont, CEO of Galen Data

Houston-based Galen Data, led by Chris Dupont, is collaborating with an Austin health device company on a cloud-based platform that monitors vital signs. Photo via galendata.com

Houston-based Galen Data Inc., which has developed a cloud platform for medical devices, and Austin-based Advanced TeleSensors Inc., the creator of the Cardi/o touchless monitor. Together, the two health tech companies are collaborating to take ATS's device and adding Galen Data's cloud technology.

Chris DuPont, co-founder and CEO, has led the company to meet compliance standards set by the U.S. Food and Drug Administration (FDA), the Health Insurance Portability and Accountability Act of 1996 (HIPPA), cybersecurity organizations, and others.

"We knew that our platform would be a great fit for Cardi/o," Chris DuPont, CEO of Galen Data, says. "Speed was critical, accentuated by the COVID-19 crisis. We were well positioned to address ATS' needs, and help those at-risk in the process." Read more about the innovative Texas partnership.

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