Sorry dads, we totally missed Father’s Day

You may have heard the word dad used as a descriptor for all sorts of things. Former President Barack Obama made “dad jeans” a thing, which is now woven into the fabric of our nation’s history. If you’re wondering, they are the soul mate to mom jeans, but have not found their way back into ironic street-style fashion just yet. There are also “dad sandals” that may be worn with or without socks to complete the look.

The trending hashtag #dadbod reached popularity across social media in recent years in celebration of a non-chiseled physique. (Sorry, you’re on your own. I’m not linking to that.) And, there’s never a bad time to tell a “dad joke.” Contrary to what tweens and teens may think at the time, these punny quips will forever be the best kind of jokes.

For the record, my grandpa told the best.

Me: “What are you up to, grandpa?”

Grandpa: “Oh, about six feet.”

Classic.

I spent a bit of time with my own dad this past Father’s Day, and we had a chance to catch up and do what we do best together: talk. The format of our conversations usually involves my dad dropping knowledge bombs, and then we discuss them at length.

Have you ever met someone who seems to know everything? I don’t mean in a condescending, know-it-all sort of way. Think of an abbreviated human encyclopedia, and that’s my dad. With that said, I would like to add another “dad” word to our vernacular that describes my father-daughter discussions.

I’m pleased to introduce: “dad wisdom.”

Dad wisdom

While dad wisdom spans many topics – from car maintenance to the meaning behind Led Zeppelin’s “Stairway to Heaven” – the one that really resonated with me from our last visit was the topic of service. My dad spent more than 25 years in a services-oriented industry, and it dawned on me that we had never really talked much about the ins and outs of his job. From the brief time we did spend on this topic, he made some excellent points that I could identify with because at Hyland, we focus on the customer experience.

While telling my parents all about OnBase by Hyland and our latest software release, and the ways that I share and promote our customers’ success stories, my dad made an observation: “You’re selling a great product, but you’re also providing services.” Followed by the question, “Do you provide equally as strong customer service?”

Step into my office.

Dad wisdom: I prefer Pizza Hut, but Domino’s is killing it with its app.

They sure are, dad. The delivery experts at Domino’s Pizza created the Domino’s Tracker® to update customers on the status of their orders from start to finish. With technology, we as consumers are empowered to take an active role.

At Hyland, we recognize that, too. It’s no secret that we continue to go to great lengths to provide the amazing, industry-leading technology that moves the needle across all vertical industries. And, while OnBase provides a capable and configurable platform with unlimited potential for our customers to grow and innovate with confidence, we still recognize that we need to provide top-notch customer support.

Dad wisdom: Customers want to feel like their problem is your problem, and that you’ll go above-and-beyond to handle it as you would your own.

Agreed. My colleagues in Hyland Global Services strive to be trusted advisors and consultants to our customers. We offer support through a customer portal, via email or by phone. Our customers say the word, and they can get to their Global Services contact 24 hours a day, seven days a week. Solving any problem – big or small, on fire or only slightly smoldering – is their priority.

There’s something about knowing that you can get to a human being when you need one, especially in times of crisis.

We also regularly survey our customers to keep a finger on the pulse of their satisfaction. At every Hyland-wide Monday Morning Meeting when Bill Priemer, our president and CEO, provides our weekly updates, there’s always a customer survey response to share. No matter the industry, the comments typically describe a Hylander going above and beyond to resolve a situation.

We even spell it out in our core values:

Our customers are our partners. We approach each business relationship with the mindset that all parties involved have a common goal and we will reach that goal faster working in collaboration as partners. We approach technical and business hurdles ‘shoulder to shoulder’ with our partners and reject failure as an option. We share our ideas and knowledge to the benefit of the partnership as a whole.

Dad wisdom: Times have changed, but people still want genuine service.

There’s a whole psychology behind successful customer engagement; however, sincere, honest and authentic service is at the heart of it. Personally, I don’t foresee that going out of style any time soon. Over 25 years and more than 15,700 customers later, Hyland unwaveringly strives to earn the distinction as the best provider of software solutions for managing content, processes and cases with whom we partner.

Whether it’s in business analysis, solution deployment planning and implementation, operational support or customer mentorship programs, there is no difference between customer one and customer 15,699 and our contribution to ensuring their success.

The consistent genuine approach is an extension of our company’s core values – much like how we view our customers. Spelled out: We conduct ourselves with honesty, integrity and fairness in our relationships with our partners, customers, employees and shareholders. All dealings with the outside world and with each other as employees are rooted in honesty.

So, with Father’s Day receding in our memories, I want to thank my dad for sharing with me his experiences in customer service. I’d like him to know that I work with 3,000 (and growing) colleagues who value and care about our customers just as much as he did in his services-oriented role. We provide services that are equal to the quality of our product, and we’d like to think that they go hand in hand.

* Editor’s note: The fact that we totally missed Father’s Day is entirely my fault. I did, however, manage to call my father. … After my wife reminded me. Twice.

Laura Pegg

Laura Pegg

Laura M. Pegg is a public relations specialist at Hyland where she primarily supports healthcare, higher education and product. She has more than a decade of experience in public relations, corporate communications and public affairs. Laura earned a bachelor’s degree in public relations with concentrations in history and political science from Kent State University. She currently resides in downtown Cleveland where she is active in the DCA City Advocates Program and pursues her passions in photography, travel and culinary exploration.

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