At HSL, we are in the business for the long term (we pride ourselves in having some clients for > 20 years). As such, we focus our efforts on what we can do to best support our clients business processes. We feel strongly that our client’s success is our success.
Internally we have guiding statements and principals that we use as touchstones; Be pleasant, supportive and helpful. Be respectful of our clients time. Take charge of client problems and fix them. If you are having trouble solving a problem, escalate to Senior staff before it negatively affects our clients business.
Our clients success is our success. If we make a mistake, admit it, fix it and move on. Staff can make any given mistake once (after all we are only human) as long as we learn from it, fix it, and don’t repeat it. We feel that by having a supportive environment for our staff to work in that is focused on customer satisfaction, we can deliver superior customer service and satisfaction.