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.

With stay-at-home mandates across the state, renewable energy helps reduce the strain of the grid. Photo courtesy of Freedom Solar

Largely due to the growing popularity and falling prices of solar energy in Texas, including incentives at the federal, state, and local level, the number of solar panel installations continues to trend upward throughout the state and especially in Houston.

For the third year in a row, Houston was named the top municipal user of green energy in the nation by the United States EPA, using more than 1 billion kilowatt hours (kWh) of solar and wind power. With 92 percent of the city of Houston's energy coming from green power, solar has solidified its place in the Houston energy market.

With solar panel system prices dropping 38 percent over the past five years, solar power is also growing in popularity among individual homeowners and business owners who want to take control of their energy costs and become more self-sufficient.

As the recent COVID-19 pandemic continues to shake industries across the nation, Freedom Solar is working tirelessly to keep our team safe, healthy, and employed. Solar installers provide critical electric generation infrastructure that helps us reduce the strain on the ERCOT grid, especially with higher electricity usage as people stay at home under local shelter in place orders and as we head into the warmer spring and summer months.

The health and safety of our customers and employees is our top priority, and as an essential business we are following strict operating protocols that are in line with the guidance provided by local, state, and federal authorities. Although these challenging times often result in a pause in investments, I argue that for customers who have been considering investing in solar, now is still the time to do so.

During these tumultuous times, for many home and business owners, investing in solar energy remains appealing as a smart and stable financial decision. A solar power system is an income-producing asset that will generate a stable return for 25 or more years. The ability to finance that investment without putting cash down upfront allows customers to get the financial benefits of solar now while keeping their money in the securities markets until they recover from the current economic downturn.

Due to the COVID-19 pandemic, overseas manufacturing has been disrupted for months, resulting in shortages in the global supply chain across many industries. These shortages could increase the price of solar panels, inverters and related equipment if US warehouses run low on inventory. For customers who have long been on the fence about investing in solar, I would urge them to reevaluate the numbers now in anticipation of potential price increases in the coming months in the wake of COVID-19.

Additional macro trends and current events continue to demonstrate the value of home solar power. According to a 2020 study by the financial institution Fundera, the number of regular telecommuting employees has grown by 115% since 2005. As more and more people are required to work remotely, especially during the current and indefinite "Stay in Place" orders, electricity usage and utilities have inevitably increased for many households.

Investing in solar for your home can help offset increased utility costs, especially while working remotely and in the rapidly approaching summer months. Current events may be accelerating the long-term trend, and even when the immediate crisis is over, the way many people work could be transformed.

As the energy industry continues to evolve, the reasons why Houston customers choose to invest in solar power evolve and grow. Going solar is no longer solely a testament to your sustainability practices but also a sound long-term investment. The federal solar tax credit — also known as the investment tax credit (ITC) — allows homeowners and businesses to deduct a significant percentage of the cost of installing solar from their federal income taxes.

The credit remains at 26 percent for the remainder of 2020 but will decrease to 22 percent in 2021 and then in 2022 will drop to 10 percent for businesses and will go away entirely for homeowners. With more than 90 percent of Houston's energy consumption deriving from green power, it is clear that solar is here to stay.

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Bret Biggart is the CEO of Texas-based Freedom Solar.