We’ve all been there before:
It’s broken or you can’t figure out how to use it (whatever “it” is), so you pick up the phone and call the 1-800 number for customer support. Secretly, you dread the confusing, never-ending automated menu, the long hold times to speak with someone likely unqualified to answer your question, and the lack of empathy for your plight emanating through the phone’s speaker.
Eventually, the support tech will escalate your call to a (hopefully) more considerate person, labeled “manager,” who also has little to no power beyond the scripted notebook handed to them in training to answer your questions. Maybe your issue is resolved after an hour on the phone. Maybe it’s not.
Who is HCSS support and what do we stand for:
At HCSS, we don’t do this to our users. Our public and employee-driven mission is to provide exceptionally helpful service to our customers. We make this promise to every customer at the time of their purchase, and we reiterate it when they walk through our door or ring our phone lines. We even go a step further and product-test our support for customers during our implementation by calling support on the spot with live questions.
The expectation of an “exceptional” product or service seems to have disappeared from today’s society. Many believe that mediocrity or “if it serves my needs” is an appropriate way to walk through life or do business. Exceptional, however, should be the standard, and exceeding expectations should always be the goal. On paper, it may be hard to believe that any company could live up to its mission or mantra. Is this just an advertising slogan? Are we going to find out later, when we need help, that we have been duped after spending thousands? Are we going to be heard?
But every HCSS employee has a reason to stand behind the goal of serving our clients’ needs because every employee is a part-owner of the company. The effectiveness of this ownership mentality is evident in the way individuals at HCSS will step up for even the simplest task when the need is discovered, rather than after someone has asked or begged for help. We clean our own kitchen, take out our own trash, and vacuum our own work areas. We have access to executives as easily as we do our direct supervisors. We look to ourselves first when we see something wrong, and then collaborate with others without hesitation to solve issues. We actively look for deficiencies or struggles, and work towards lifting each other up in a constructive manner. As a support department, our company policy is to answer our calls within 3 rings or less. To honor this goal, every employee in the company is held accountable to answer the phone (including the CEO).
This does not mean we are without fault, but we promise to learn from our mistakes, try to always improve and better our processes, and strive to provide an exceptional customer experience. We treat customers as we would want to be treated, so self-accountability and self-improvement are not just idealistic concepts to us. If something is not good enough for us, regardless of the standard, we will find a way to step it up and take action.
We are a Sugar Land, Texas-based, employee-owned construction software company. We help the majority of the top construction companies to organize and revolutionize their bidding process; manage the job and safety for foremen, accountants and managers; track fuel and equipment maintenance requests; and even provide cloud services to replace outdated and costly IT needs with simple products that work. We exist to serve our customers, community, employees, and industry to the best of our abilities. We are committed to exceptionalism in everything we do. Please feel free to leave a note, and find out more about us at www.hcss.com.