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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CultureMap Emails are Awesome

Houston scores lofty ranking in new study of America’s best cities

h-town proud

Buoyed by diversity, fine food, and Fortune 500 companies, Houston ranks as the 11th best city in the country and the top city in Texas, according to a consulting firm's annual study.

"Smart, skilled, and soulful, Houston is the American city of the future," says the study, published by Vancouver, Canada-based Resonance Consultancy Ltd., which specializes in marketing, strategy, and research for the real estate, tourism, and economic development sectors.

In last year's study, Houston also held the No. 11 ranking.

The 2020 study praises Houston for its:

  • Ethnic diversity, with more than 145 languages spoken in Houston-area homes.
  • Highly regarded restaurants, rated fourth behind Los Angeles, New York City, and Chicago.
  • Healthy concentration of Fortune 500 companies, representing the country's biggest businesses. Twenty-two companies based in the Houston area are listed on this year's Fortune 500.
  • Airport connectivity (No. 7 ranking).

The study further lauds the city for development of the Houston Spaceport, a hub for the region's space industry. However, the study notes that Houston ranks 47th for prosperity, 74th for employment, and 99th (next to last) for income equality.

"From medicine to space to energy, we are at the forefront of innovation. We are resilient problem-solvers who work together to find common solutions, no matter if we're facing Hurricane Harvey or a global pandemic," real estate developer David Mincberg, chairman of Houston First Corp., says in an August 6 release. "Houston continues to grow and get better, so we invite those who live here to rediscover our city and visitors to come as soon as it is safe and enjoy all that Houston has to offer."

Houston First promotes the city as a destination for leisure and business travelers.

Resonance Consultancy ranks large U.S. cities by relying on a mix of 26 performance and quality measures. This year, New York City tops the list, followed by Los Angeles; San Francisco; Chicago; Washington, D.C.; San Diego; Las Vegas; San Jose, California; Miami; and Boston.

Three spots behind Houston is Dallas, at No. 14. Austin comes in at No. 17 and San Antonio at No. 28. Fort Worth isn't included in the ranking.

Highlights for Dallas include:

  • No. 1 ranking for airport connectivity, thanks largely to the presence of Dallas/Fort Worth International Airport.
  • Country's highest concentration of corporate headquarters (more than 10,000).
  • Country's third largest grouping of Fortune 500 companies (24 in Dallas-Fort Worth).
  • Sixth largest LGBTQ community in the U.S.
  • Dallas Arts District, the country's largest contiguous urban arts district.

"Dallas inspires big ideas. This big and bold approach has resulted in world-class arts, culture, architecture, dining, business, and more, which are changing the face of the city," VisitDallas, the city's convention and tourism arm, says on its website.

Sitting at No. 17, Austin boasts No. 8 rankings for educational attainment and nightlife, the study says, along with a vibrant cultural scene anchored by events such as SXSW and a flourishing tech landscape dotted by the likes of Apple, Dell, Facebook, Google, and Oracle.

Austin's showing in the Resonance Consultancy study comes on the heels of the city being hailed by U.S. News & World Report as the No. 1 place to live in the country, with particularly high marks for desirability, jobs, and quality of life.

"With a strong, continually growing tech-talent labor force and an overall lower cost of living and doing business, I think Austin could end up being a beneficiary market in the recovery of the pandemic as many tech users look to move out of more densely populated areas like New York City or San Francisco," Erin Morales, senior vice president of commercial real estate services company CBRE, said in a July news release.

At No. 28, San Antonio earns kudos from Resonance Consultancy for its plethora of attractions, including the River Walk, five colonial missions, San Antonio Zoo, San Antonio Museum of Art, and Texas Golf Hall of Fame. Alamo City shows up at No. 7 in the study's attractions category.

In addition, the study highlights San Antonio's popular mixed-use Pearl district, whose assets include a campus of the Culinary Institute of America. "Around the esteemed school, a host of grads and chefs have clustered, creating a smorgasbord of choices from Italian to 'cue to bakery to vegetarian cuisine," according to the study.

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This article originally ran on CultureMap.

3 Houston innovators to know this week

who's who

Editor's note: All three of this week's Houston innovators to know started something new amid a global pandemic — a new job at a Texas-wide accelerator, a new app to help shops and businesses safely serve customers, and a new resilience-focused hub that launched just in time for hurricane season.

Richard Seline, managing director of ResilientH20

Richard Seline of ResilientH2O Partners explains how he's helping foster new hurricane and flood prevention technologies in the Bayou City. Photo courtesy of ResilientH20

Following Hurricane Harvey, Richard Seline saw several emerging startups focusing on flood tech. Meanwhile, he saw insurance companies very interested in finding new technologies in the same space. But, these two entities were not talking.

"It's two different languages," Seline says on the Houston Innovators Podcast. "There's a whole language and a whole mindset within the insurance industry that is not real well known."

Seline, managing director of ResilientH20, along with the Insurance Information Institute and The Cannon, has launched the Gulf Coast & Southwest Resilience Innovation Hub to foster this type of technology and bring insuratech startups and the big insurance players to the table. Stream the podcast and read more.

Adrianne Stone, venture associate for Capital Factory

Adrianne Stone has joined Capital Factory's Houston operations as the company prioritizes digital startup interaction. Photo courtesy of Capital Factory

After spending a year and a half in Silicon Valley on the products team for 23andme, Adrianne Stone is back in Houston, filling the venture associate role for Capital Factory. Stone got her Ph.D from Baylor College of Medicine and replaces Brittany Barreto, another BCM Ph.D who left the position to pursue a new venture.

"The mindset in Silicon Valley is different from how it is here in Texas — in good ways and bad ways. It was interesting to be exposed to a very potent startup vibe," Stone tells InnovationMap. "I'm looking forward to being able to meet all the cool companies, founders, and investors we have here in the Houston area." Read more.

Ethan Saadia, app developer and creator of Wayt

Ethan Saadia, a 17-year-old high school student, created an app to improve the user experience of shopping during a pandemic. Photo courtesy of Wayt

Like most of the world, Ethan Saadia has seen small, local businesses suffer from the social distancing mandates amid the COVID-19 outbreak. Saadia, a rising high school senior, wanted to do something to help.

He created Wayt, a smartphone app that provides businesses and their customers with a platform to communicate making curbside pickup, booking appointments, and even join a virtual line. Ultimately, Wayt has a great opportunity to help businesses — even outside of a pandemic

"From my perspective and experiences from my friends and family," says Saadia, "curbside pickup and virtual lines are definitely here to stay because even before the pandemic, popular places used to have long lines and that presented many new challenges. The pandemic is just accelerating technological change that will make our lives easier." Read more.

Ventilator designed by Rice University team gets FDA approval

in the bag

A ventilator that was designed by a team at Rice University has received Emergency Use Authorization from the U.S. Food and Drug Administration amid the COVID-19 pandemic.

The ApolloBVM was worked on March by students at Rice's Brown School of Engineering's Oshman Engineering Design Kitchen, or OEDK. The open-source plans were shared online so that those in need could have access to the life-saving technology. Since its upload, the ApolloBVM design has been downloaded by almost 3,000 registered participants in 115 countries.

"The COVID-19 pandemic pushed staff, students and clinical partners to complete a novel design for the ApolloBVM in the weeks following the initial local cases," says Maria Oden, a teaching professor of bioengineering at Rice and director of the OEDK, in the press release. "We are thrilled that the device has received FDA Emergency Use Authorization."

While development began in 2018 with a Houston emergency physician, Rohith Malya, Houston manufacturer Stewart & Stevenson Healthcare Technologies LLC, a subsidiary of Kirby Corporation that licensed ApolloBVM in April, has worked with the team to further manufacture the device into what it is today.

An enhanced version of the bag valve mask-based ventilator designed by Rice University engineers has won federal approval as an emergency resuscitator for use during the COVID-19 pandemic. Photo courtesy of Stewart & Stevenson

The Rice team worked out of OEDK throughout the spring and Stewart & Stevenson joined to support the effort along with manufacturing plants in Oklahoma City and Houston.

"The FDA authorization represents an important milestone achievement for the Apollo ABVM program," says Joe Reniers, president of Kirby Distribution and Services, in the release. "We can now commence manufacturing and distribution of this low-cost device to the front lines, providing health care professionals with a sturdy and portable ventilation device for patients during the COVID-19 pandemic."

Reniers continues, "It is a testimony to the flexibility of our people and our manufacturing facilities that we are able to readily utilize operations to support COVID-19 related need."

The device's name was selected as a tribute to Rice's history with NASA and President John F. Kennedy's now-famous speech kicking off the nation's efforts to go to the moon. It's meaningful to Matthew Wettergreen, one of the members of the design team.

"When a crisis hits, we use our skills to contribute solutions," Wettergreen previously told CultureMap. "If you can help, you should, and I'm proud that we're responding to the call."