Customers are the Answer

In August and September, HPI participated in a six-part webinar that focused on enhancing customer service. The series reminded us how vital it is to keep in mind some simple, basic premises; the key premise being that customers are the answer.

Recurring themes that bubbled up throughout the webinars will not surprise you: be proactive, ask questions, communicate news, confirm details, anticipate needs, respond quickly, go beyond the routine, go above the norm, show appreciation, develop trust, be genuine and reliable.

Many of us might read a list like that and gloss over it, saying “we’re already doing this and it can’t be improved upon.” HPI’s business philosophy from the start has stressed the importance of personal attention and friendly service. However, we know you must hear that motto often. It’s one thing to say we emphasize customer service and satisfaction. It’s another to back it up on an everyday basis — and to have you, our clients, agree we do.

The webinars stimulated many conversations among our team. You will see us implementing some new ideas and practices over the winter months to be even more proactive in anticipating your requests and offering new or improved options. We very much welcome your questions, suggestions, and feedback.

Back to newsletter