Stephen Covey said it best when he said, “Most people do not listen with the intent to understand; they listen with the intent to reply.” It seems that the more connected are as a society, the less engaged we are with others. The art of listening to understand is a craft that needs to be perfected over time.
Never has this been more important in business than it is today. Customers need to be heard, respected, and acknowledged. Harmony Enterprises understands the value of listening. We have applied this skill to several areas of our company.
Proven Process
The first way that we demonstrate that we listen to understand is in our Proven Process. We start by identifying opportunity in markets where we can serve our customer’s needs. Then, we listen to understand what customers actually want. We use what we learn to propose the right solution for their specific needs. From there, Harmony ensures seamless installation and integration of the solution. We complete the process by developing lasting relationships that allow for future customer service and partnerships.
Market Research
Another way that Harmony Enterprises is listening to understand is in market research. We take the time to conduct primary and secondary research before any new product is developed in engineering. The information we gain from industry publications and customer surveys is invaluable. We research things like product design, functionality, and price point. Only by understanding trends and needs analyses can we move forward with creating innovative solutions that actually solve pain points in the marketplace.
First Hand Knowledge Of Equipment Performance
Harmony also listens to its technicians in the field. These experts have first hand knowledge and experience of how our equipment performs in various conditions. If needed, we use this information to make necessary changes to our products and process. Harmony does not relish in past successes. We are consistently striving to provide the most efficient, innovative, and affordable waste handling and recycling solutions.
Customer Service
Harmony’s world class Customer Service Department’s number one goal is listening to understand customers. A team member is always available via phone, email, or through our Advantage! customer service dashboard. When a customer contacts customer service, they are calling in a time of need. Every aspect of these calls requires prompt attention to detail, based on the information provided.
Customer Service relies heavily on the surveys submitted by customers following service or installation. These surveys are analyzed weekly and shared with the entire Customer Service Department and company Leadership Team. Harmony uses this data to reach back out to our customers to learn what we can do to continue to serve them in a way that results in their complete satisfaction.
These are just a few examples of how Harmony Enterprises is living its core values. We are listening to understand, not just to reply, as Covey suggests. If you would like to learn more about how our listening allows us to produce the highest quality products and services for your waste handling and recycling needs, please call us at (507) 886-6666 or Contact Us today.
