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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Check out these conferences, pitch competitions, networking, and more all happening in September. Photo via Getty Images

From networking meetups to pitch competitions, September has a smorgasbord of opportunities for Houston innovators.

Here's a roundup of events you won't want to miss out on so mark your calendars and register accordingly.

Note: This post might be updated to add more events.

Mark your calendars for November 8 for the annual Houston Innovation Awards, and nominate your company or another deserving business by September 19.

September 5 — Tech + Tequila Talk: Houston Innovation

Natara Branch, CEO of Houston Exponential, will delve into the most recent developments within the Houston Innovation Community, shedding light on Houston Exponential's latest initiatives. She will also provide insights into upcoming events, including the highly-anticipated Tech Rodeo and the forthcoming Innovation Awards Gala. After all of that education and conversation, unwind with an authentic tequila tasting and network with tech industry peers.

The agenda:

5:50 pm - 6 pm: Sign-in/Registration

6 pm - 6:30 pm: Tequila tasting

6:30 pm - 7 pm: Tech talk

7 pm - 8 pm: Networking & Tequilas

This event is Tuesday, September 5, from 6 pm to 8 pm at the Ion. Click here to register.

September 7 — Venture Houston 2023

Venture Houston 2023 is a major event for entrepreneurs, venture investors and ecosystem builders to plug into what is happening in Houston. Come learn how you can decarbonize in a digital world, connect with Houston's best founders, corporate leaders and top tier investors, and develop meaningful relationships.

The agenda:

7 am - 8:45 am: Registration

8:45 am - 12:30 pm: General Programming

12:30 pm - 1:45 pm: Networking Lunch

2:00 pm - 4:15 pm: General Programming

4:15 pm - 6 pm: Networking Cocktail Reception

This event is Thursday, September 7, from 7 am to 6 pm at Stude Concert Hall. Click here to register.

September 8 — Inspire & Transform: Celebrating Women In Data

Hosted by the Houston Chapter of Women in Data and Solidatus, this event will feature influential women who have made significant contributions to the field of data from the City of Houston, Exxon, EY, Google, Houston Methodist and more. The event will discuss and debate "The Intersection of Data, AI and Sustainability" and "What Does Good Look Like" through insightful panel discussions, and networking opportunities. Price of admission is $10.

The agenda:

9 am - Check-in and Network

9:15 am - Welcome

9:20 am - Panel 1: The Intersection of Data, AI & Sustainability

10 am - Networking Break

10:10am - Panel 2: "What Does Good Look Like"

10:45am - Scholarships Awarded

11am - End of event + Networking Opportunities

This event is Friday, September 8, from 9 am to 11 am at 200 Park Place. Click here to register.

September 9 — Revolutionizing Your Work: Eight Innovative Ways Entrepreneurs Can Leverage ChatGPT & AI to Scale, Grow & Succeed

Discover how successful entrepreneurs are harnessing the power of artificial intelligence and ChatGPT to drive their businesses forward. At this event, you'll gain valuable insights from industry experts who have leveraged AI and ChatGPT to grow, scale, and succeed. Learn how these technologies can enhance customer experiences, streamline operations, and drive innovation in your own entrepreneurial journey.

This event is Saturday, September 9, from 12:30 to 1:30pm at The R.O.C.K. - Broadway Campus. Click here to register.

September 13 — Small Business Exchange

The Small Business Exchange, powered by US SBA, is a lively and informative event designed to connect small business owners and entrepreneurs.

At the Small Business Exchange, you'll have the opportunity to network with like-minded individuals, share your experiences, and gain valuable insights from industry experts. Whether you're a seasoned business owner or just starting out, this event offers a unique chance to learn, grow, and collaborate.


This event is Wednesday, September 13, from 11 am to 2 pm at SBDC Office. Click here to register.

September 21 — 20th Rice Alliance Energy Tech Venture Forum

The Energy Tech Venture Forum, hosted by The Rice Alliance for Technology and Entrepreneurship, will showcase energy tech innovations to shift towards a more sustainable, reliable and lower carbon future across interactive panels, inspiring keynotes and over 50 dynamic venture pitches, leaders.

At the 20th annual conference, discover more than 90 new technology ventures commercializing energy transition innovations and meet investors looking for disruptive energy technologies that can accelerate clean and renewable energy. Check to see if you are a Rice Alliance member or sponsor to confirm your free registration. Rice university faculty and staff can also attend for free. For non-Rice community members tickets are $245.

This event is Thursday, September 21, from 7:30 am to 5:15 pm at Rice University. Click here to register.

September 21 — UH Energy Symposium: Plastics, Chemicals, Circularity: What’s Next?

Focusing on the multifaceted nature and enormity of the challenge, this discussion will focus on what circularity means for the future of production and consumption, meeting consumer demand, and creating and preserving utility across the value chain, while addressing emissions reduction and waste management through new technologies, standards, regulatory mechanisms like extended producer responsibility, and stakeholder engagement.

This event is Thursday, September 21, from 6 to 7:30 pm at the University of Houston. Click here to register.

September 23 — OPEN Houston 11th Annual Conference

Head over to the OPEN Houston 11th annual conference which will focus on the important players building Houston’s emerging technology and startup ecosystem. Hear from and connect with the founders, executives, investors, and other leaders that are building Houston’s innovation economy. Admission is $25-$50.

The agenda:

9:00 AM - 10.00 AM - Registration

10.00 AM - 10:30 AM - Mayor Sylvester Turner Welcoming

10:30 AM - 11:30 AM - Keynote by Andrew Yang

11:30 AM - 12:30 PM - Founder’s Panel

12:30 PM - 1:30 PM - Lunch

1:30 PM - 3:30 PM - Business Pitch Competition

3:30 PM - 3:45 PM - Award Ceremony

3:45 PM - 4:00 PM - Happy Hour

This event is Saturday, September 23, from 9 am to 4 pm at Moran Hotel. Click here to register.

September 27 — Space IT UP: Demo Day

Presented by ITA and ASI in collaboration with the Space Foundation, this event celebrates the journey of six Italian companies as they launch their groundbreaking space ventures from Houston's thriving space ecosystem. Following a five-week accelerator program, these companies will be pitching their innovative space solutions at this Demo Day.

This event is Wednesday, September 27 , from 5:30 to 8 pm at the Ion. Click here to register.

September 27 — Pearland Innovation Hub Grand Opening

Come learn more about the Pearland Innovation Hub, tour the new space, and celebrate the expansion. Raffle prizes will be available for attendees and f ood and drinks will be provided for registered attendees.

This event is Wednesday, September 27, from 6 to 8 pm at Pearland Innovation Hub. Click here to register.

September 28 — Chevron Technology Ventures Pitch Competition

Chevron is looking for novel technologies or approaches that can be applied to transform their operations. With the goal of removing people from hazardous environments (e.g., confined spaces, working at heights), reducing the environmental impact (e.g., leak detection, emissions monitoring), and increasing the operational efficiency (e.g., autonomous operations, advanced inspection capabilities, predictive asset health capabilities) of their facilities in the decades to come.

Registered attendees will be able to take a tour of the Chevron workspaces within the Cannon West Houston, enjoy refreshments and network.

This event is Thursday, September 28, from 4 to 7:30 pm at the Cannon. Click here to register.

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