While some account managers have been with the organisation for over 25 years HydroChem have remained extremely focused on fulfilling the needs of their staff and, in turn, fulfilling the needs of the clients.
“I had a meeting with a client, one of the main things they reinforced with me was how impressed they were with the fact that we had two technicians – one technician and one account manager attending their site for over ten years,” says Nick Duncan, CEO of HydroChem.
Join Nick as he talks about the importance of long service both for HydroChem and their client base.
We have had a lot of employees with us for a long time. So in terms of their needs, it’s making sure that there is flexibility of work arrangements when they need it, whether it’s the technical delivery of service, or alternatively on an account management, or a management level. Dealing with clients face to face, you need to be in a space where you’re confident in what you’re delivering, and also being able to represent what the organisation is going to deliver throughout the country.
So it’s very focused on the people within the organisation, and making sure that their needs are fulfilled so that they can fulfill the needs of our clients. Just this week I had a meeting with a client, and one of the main things they reinforced with me was how impressed they were with the fact that we’ve had the same two technicians. So one technician and one account manager attending their site for over 10 years. We knew the site better than a lot of their operators, because their operators changed relatively frequently. So we were actually part of the knowledge base of the organisation and they really appreciated that fact.
From an account management perspective, a lot of our account managers and state managers have been with the organisation for 15, 20, 25 years, so they’re really appreciated by our clients because we’re on sites that, whether it be commercial buildings or industrial facilities that have been there for a long time, and over time obviously things change, and it’s very important to them that we’re able to recognise an issue, what the resolution of that issue might be, or what’s been tried at the past, what hasn’t worked and what’s worth trying when that particular issue arises.
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