The Importance of Treating HomeGain Employees Like Customers

Posted by Angie Kerkman on May 16, 2008

In the beginning of this year, HomeGain created 2008 Goals that not only focused on the customers, but also on the employees. Each employee received a copy of these goals and posted them in their workspace.

In order for employees to service our customers in the best manner possible, HomeGain needs to make sure that employees feel valued, are provided with interesting and fulfilling jobs, receive honesty from management, and that HomeGain creates an environment conducive to employee development as well as personal and professional satisfaction.

What has HomeGain done to support these important goals? Here are a few ways HomeGain appreciates its employees:

• The Employee Activities Committee (EAC), which consists of employees from each department, has come up with activities for all employees to enjoy. One activity is HG30, which was developed to help employees learn and understand more about other departments within HomeGain in 30 minutes or less. HG30 is held in the Employee Lounge (a new addition to the HomeGain office that has lunchroom tables, game tables, couches, and a kitchen) one to two times per month and there has been great participation so far. HG30 helps employees develop and provides interesting opportunities to learn more about what the company does.

• Our first annual Employee Appreciation Month was held last September, and our 2nd Annual is in May this year. Employee Appreciation Month takes the time to appreciate all Employees. This year consisted of a breakfast that the Managers took orders for, cooked, and served to the employees at their desks. Another Employee Appreciation activity is building a home for our mascot, Max, making sure the home has all the requirements that Max put into an AgentEvaluator Buyer Profile. We will also have a Trivia Contest, and we will end the month with a Picnic at the Emeryville Marina with food and games.

• Since the Summer Olympics are in August, HomeGain will be holding our own week-long “Office Olympics” in August as well; this was a HomeGain favorite from last September.

The EAC has many other activities each month and the committee tries to do fun activities that everyone can participate in and learn from.

Treating employees like customers is not only doing things for them, but also listening to them, acting on their ideas, and helping them grow.

Management at HomeGain has really embraced this philosophy, which can be seen in the recent promotions we have had, the new ideas and products that we are coming up with, and the satisfaction that is seen around the office.

Treating employees like a customer is important because if employees are happy, satisfied and enjoying their day, then they will do the best job they can and make sure we have satisfied external customers.

This year HomeGain also established a “Customer Advocate of the Month” initiative. This program supports the company goals of providing customers with a high level of care and to help agents succeed with HomeGain programs as well as in real estate in general.

Customer Advocate winners are selected on criteria of who represents the standards that HomeGain strives to uphold. Winners so far represent more than direct customer facing teams like Client Services (Account Managers and Regional Managers) and includes team members from Accounting and IT (HelpDesk) who indirectly assist customers.

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