Relationship building Munsoor says that the company’s customer-facing philosophy helps set them apart. He stresses this way of doing business with potential employees during the interview process and those who are already part of the team. “It’s all about the relationships. We build connections with people. Our overall objective is to build a long-term relationship with all stakeholders whether that’s customers, our employees, vendors, or whether it is the other trades that we work alongside.” “When we hire, during the onboarding process, we emphasize that our top priority is the relationship with the customer,” Munsoor explains. “These are the criteria that build those relationships. One is being honest with the customer. How you share tough news is as important as how you share good news. And what you do when conditions are less than ideal is where you build your reputation. People are always judging your character. I’ve learned some tough lessons along the way as well. Another is making sure there’s open communication back and forth between the technicians and their manager. Among potential candidates, we look for the capacity to have those conversations.” APRIL 2024
RkJQdWJsaXNoZXIy OTYzNTg=