Tag Archives: Customer Service Series

Employee Spotlight: Rhonda Griffith

Meet Rhonda Griffith!  Rhonda has been with Hugg & Hall for 20 years and works as our Accounts Payable Manager at the company’s corporate location in Little Rock, AR. 

Griffith is from and currently resides in Carlisle, AR but spent most of her life in Hazen, AR. She is happily married to her high school sweetheart, Marty and they will celebrate 36 years in May.

They have two children, Ashley and Martin.  Ashley and her husband Kyler live in Cabot, AR where Ashley is a family nurse practitioner. Martin and his wife Courtney live in Little Rock, AR but travel a lot since Martin is a welder and inspector for 798 pipe liners.

In December, Martin and Courtney welcomed Griffith’s first grandchild, Katelynn. Griffith stated, “We are so excited to be Gigi and Pop!”.

Griffith enjoys family time, being outdoors, and has a “green thumb”. She loves planting and watching her flowers grow. In the summer, you can find her relaxing by the pool. Something you might be surprised to learn about Griffith is she was crowned Rodeo Queen and spent most of her childhood on a horse and traveling to horse shows and rodeos.

Griffith says a typical workday is “Crazy, but I love it. Lots of invoices, interruptions, and lots of money being spent”. Her daily job duties include managing a “great group of employees, along with vendor invoices and check disbursements, all the while maintaining a strict schedule to keep us on good terms with vendors”. Each month includes 8000+ invoices to process for payment, fuel cards for over 350 company vehicles and corporate credit cards to maintain. All this keeps Griffith and her team very busy. “I love what I do, but it’s not just the job, it’s the people…I love my Hugg & Hall family!” Griffith stated.

We are thankful for Griffith’s years of dedicated and loyal service.

We enjoy sitting down to talk with our fellow employees! Visit our website for more employee spotlights!

Editor’s Note: This post was originally published in April 2020. We updated it for freshness, accuracy, and comprehensiveness in February 2023.

A Day in the Life: Product Support Sales Representative

product support

Over the last 60+ years, Hugg & Hall has strived to be superior in the industry to assure businesses always receive the best service. As innovators in the industry, we excel in providing services that our competitors may not even offer. With each purchase, in any department, Hugg & Hall meets exemplary customer service standards.

A key role in providing unmatched service are Hugg & Hall Product Support Sales Representatives (PSSR). The individuals in this position work everyday to provide businesses the customer service that has come to be expected from Hugg & Hall. Knowing your needs and exceeding your expectations are their mission. Here is, “A Day in the Life of a PSSR.”

Your PSSR doesn’t wake up a superhero, that takes a cup of coffee. Once your PSSR has consumed their hero juice, they are set for the busy day ahead. They have a schedule filled with parts & service requests, but the agenda is likely to change with their first phone call. Today that phone call may be a customer with a machine down, but the requests are different each day.

With each request it is important to set daily goals to easily manage all tasks. These goals are to follow-up with customers, visit as many customers in person as time allows and to clearly communicate Hugg & Hall’s business practices. Long term goals are also in place as your PSSR always wants their value to be recognized by you, the client. Building strong relationships with clients and understanding that every business has different needs allows for a PSSR to be truly successful.

Today your PSSR is tasked with ordering a rental to temporarily replace the down machine while ordering and delivering parts to keep other operations moving forward. As the PSSR passes a new warehouse, they make a stop to understand the new business opportunity. The PSSR explains to the potential client that having a PSSR on their side is no additional cost to the consumer and leaves a business card making a note to reach out in a few weeks.

As their day moves forward your PSSR is sure to never over promise, but they try their best to over deliver each time. This honesty differentiates our PSSRs and allows them to truly shine in their role. Being inquisitive, dependable and knowledgeable with all their day’s tasks are also key to their performance.

Through industry knowledge and observations, a Hugg & Hall PSSR assures that every situation is handled differently and appropriately for the application at hand. As the day draws to an end the PSSR has accomplished more than you could imagine all while making each client a number one priority.


A PSSR on your side assures the greatest possible service that Hugg & Hall can provide. They work each day to ease the daily stress of operations in many different industries. If you don’t already have a superhero on your side, call today to meet with a Product Support Sales Representative.

Employee Excellence: Brandon Brantley

“There are employees that work hard daily who may not get an “atta-boy”, “great job” or an “I appreciate you”. I wanted to make sure Brandon Brantley knew we appreciated him and that he did a great job.” – Justin Hines, Nexans AmerCable

Hugg & Hall Equipment Company has a quality standard that is beyond many other companies; Brandon Brantley has gone above the standard of excellence to best serve clients in our El Dorado, AR location.

Brantley works as a delivery driver for Hugg & Hall and started with the company a month ago. He conducts day runs between Hugg & Hall locations, as well as deliveries to customers. In his short time with the company, he has made a significant impact in the delivery division. Brandon said that his favorite thing about being a driver for Hugg & Hall is, “interacting with the customers.”

Brandon’s hometown is Farmerville, Louisiana where he currently resides with his wife Nikki. He has his hands full with a son, Logan, daughters Macayla and Karlee, and a granddaughter Paisley-Brooke. He enjoys spending time with his family and has a passion for horses & equipment. You may also be surprised to know that he is afraid of heights.

In his first few weeks, Brandon has noted that every day is memorable. If he weren’t currently working for Hugg & Hall, Brantley mentioned he would like to operate equipment. He thinks it is important for others in the profession to, “Never take safety for granted.”

Hugg & Hall would like to thank Brandon Brantley for his hard work; welcome to the team Brandon! To create your own story with our team, visit our hiring website.

Customer Service Series, Part 5: The Importance of Listening

Customer Service Series, Part 5

Hugg & Hall Equipment Company is dedicated to providing excellence in customer service. The company strives to continuously improve and created the “Customer Service Series” as an outlet for sharing customer service ideas and strategies with the purpose to both enhance the experience of the Hugg & Hall customer and to provide a place for collaborative thinking. 

Customer service is a concept that elicits various ideas and strategies. Hugg & Hall created the Customer Service Series to provide a place for ideas and collaboration, especially as it relates to how company professionals serve their customers. Brian Robinson, Regional Rental Sales Manager at Hugg & Hall, recently spoke on the make-or-break importance of customer service in the equipment rental industry.  

“Exceeding the customers’ needs first and foremost,” said Robinson, when asked to define great customer service. “Blow their mind. My customer service mission is: ‘Listening, Acting, Following-up, Thanking, Repeat!’”

When asked to describe why customer service is so important to an organization, Robinson stressed that Hugg & Hall is a service company so valuing the customer relationship is intrinsic. 

“We are a service company and we must all carry that mindset, said Robinson. “They are the boss. It can be the success or death of a company in today’s business world.”

When thinking about customer service as a whole, it’s important to not think too broadly or to eliminate the significance of day-to-day interactions with customers, according to Robinson. 

“We’re getting there,” said Robinson. “It’s hard work and it never stops. We keep digging in and improving one deal at a time. One mishap, ball-drop, sleeping at the wheel and our customer can be gone.” 

Robinson said that members of his team can improve by honing their listening skills and learning how to identify solutions to customers’ needs. 

“Listening,” said Robinson, when asked how his team could improve. “Really, really listening to what our customers’ needs are and following through on meeting and exceeding their needs.” 

The biggest obstacles to great customer service are not paying attention and not following through, according to Robinson. Not understanding their client’s needs and not following through on obligations can be detrimental to the trust necessary for a good customer relationship. 

“Not paying attention to the details, not truly listening to the customers needs,” said Robinson on the topic of bad customer service. “Most importantly not executing on their needs. I guess what frustrates me is when people take the lackadaisical approach on customer service. They just go through the motions with no excitement, no extra.” 

Robinson views client service as trainable and fluid and understands it as a method of differentiating one’s business from that of a competitor’s. 

“It’s definitely trainable,” said Robinson of client service. “It’s just important that they keep an open mind and listen to what works and duplicate that over and over again. As our business gets more and more competitive, we have to separate ourselves at being the best at customer service. This is key.” 

Managers can motivate their teams to better their customer service skills by framing it as a mutually beneficial concept. 

“It puts more dollars in their pockets,” said Robinson. “A great customer service experience resonates with people and it’s contagious. This equates to repeat business and new business thus more money to the old checking account. It’s that simple. 

Robinson also noted that coworkers should hold each other accountable in relation to customer service because they are representing the entire organization and it can affect more than their personal reputation. 

“They represent Hugg & Hall and we strive to always be the best,” said Robinson. 

When asked what his advice would be to those seeking to improve their customer service skills and what one thing he’d like each Hugg & Hall employee to remember about customer service, Robinson again emphasized the importance of listening in order to implement effective customer service. 

“Listen, listen, listen to the customer,” said Robinson. “Let them talk. Listen to the customers’ needs closely, walk the customer through what works best for them, exceed what they were after in the first place (give them the cake, the icing and plate of brownies). Blow their minds, build their confidence in you and your company. Duplicate this over and over and you become a customer service wizard.” 

Part 4: Fostering Customer Service As An Organizational Priority

Customer Service Series Part 4

Hugg & Hall Equipment Company is dedicated to providing excellence in customer service. The company strives to continuously improve and created the “Customer Service Series” as an outlet for sharing customer service ideas and strategies with the purpose to both enhance the experience of the Hugg & Hall customer and to provide a place for collaborative thinking.


Customer service is a concept that elicits various ideas and strategies. Hugg & Hall created the Customer Service Series to provide a place for ideas and collaboration, especially as it relates to how company professionals serve their customers. In part four, Tracey Gibbs, Regional Parts Director at Hugg & Hall, ruminates on how customer service can influence customers and their prevailing impression of the company. Gibbs defines customer service as taking care of customers, 24/7, and taking ownership of their needs.

“Making their needs our own,” said Gibbs, referring to how she describes great customer service. “When we go above and beyond to make sure they are up and running, they are pleased with their experience.”

Customer service can alter the way one perceives a company and a single bad experience may negatively impact the way an entire organization is viewed in perpetuity, despite the good intentions of many. Gibbs views customer service as a conduit to company reputation and, fundamentally, characterizes the concept of customer service as treating others as one would like to be treated.

“Customer service is what builds our reputation,” said Gibbs. “It is what keeps our customers coming back to us without hesitation. I expect good customer service everywhere I go, and our customers should expect it from us.”

When asked if she leads with a mission or vision statement in mind, Gibbs noted that she approaches customer service with the attitude that customers should be treated with the same respect and consideration that she expects when served.

“Treat your customers the way you expect to be treated,” said Gibbs. “Customers are the reason that we exist and without them we fail. We should strive to make every experience a good one and if we fall short, we need to learn from it.”

Hugg & Hall branch locations house several different departments, usually under one roof, which include: parts, service, rental and sales. From her perspective, Gibbs has noticed specific challenges that parts professionals face.

“We have so many different equipment lines that it is hard to be an expert at all of them,” said Gibbs, referring to the many brands that the parts departments keep in their inventory and/or can order for their customers. However, even with these challenges, she is proud of the service that the Hugg & Hall parts team provides.

“We have great parts managers and parts specialists in our branches today who have built many strong relationships with our customers,” said Gibbs. “We have a lot of the same customers today that we had when I started working for Hugg & Hall 26 years ago. To me that says you’ve delivered great customer service.”

A policy and culture of great customer service can transcend departments in an organization, according to Gibbs.

“One of the things that sticks with me is something Robert Hall told us years ago, we need to deliver ‘Outrageous Customer Service,’” said Gibbs. “If everyone in every department practices outrageous customer service, it becomes contagious and second nature.”

Some ways that a culture of valuing customer service can be built and proliferate throughout an organization is by harnessing accountability, training and good management, according to Gibbs.  

“We should hold everyone accountable for delivering a high standard of customer service,” said Gibbs. “For some people it’s natural and for others it takes some coaching.”

A great way for managers to hold their direct reports accountable is to establish standards through leading by example. “By leading and coaching those values every day,” said Gibbs, when asked what managers can do to inspire workers to value customer service.

However, Gibbs noted, there is some personal responsibility in how one serves their customers and workers should not hesitate to adjust their customer service tactics to get the right result.

“I think that certain parts of customer service are trainable,” said Gibbs. “We can teach the basic customer service skills, but it’s how the individual delivers it that determines how it is perceived. If it’s perceived well and the end result is their satisfaction, then the relationship has begun.”

Just as great customer service can affect an organization for the better, poor customer service can affect an organization negatively. One of the ways this can manifest itself is in reputation among customers.

“A lot of our customers are in the same line of business and they communicate,” said Gibbs. “If one of our customers has a bad experience, news travels fast and it’s hard work to overcome that.”

However, just as it is the responsibility of service professionals to provide exceptional customer support, patrons should allocate value to customer service. When asked whether there is anything frustrating about how people generally view customer service, Gibbs noted that the low value some people place on customer service can be frustrating.

“Sometimes people don’t see the value in great customer service,” said Gibbs. “They want the highest level of customer service for the lowest discounted price. Customer service has value.”

Gibbs is proud of the Hugg & Hall team members that exemplify great customer service and views their service as a tremendous asset to the company, especially as it relates to employees that maintain long-term relationships with their customers.

“We have several long-term employees at the branches I work with that are in the product support sales representative position,” said Gibbs. “I think this is a big asset for us as a company, because that means we have a lot of long-term customer relationships.”

For those seeking to better their customer service skills, Gibbs suggests they learn from some of the best.  

“Ride along with some of the good product support sales representatives or salesmen when they are out seeing customers,” said Gibbs.