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Employee Spotlight: Spencer Hale

Say hello to Spencer Hale!

Spencer works as the Utility Services Divisional Manager for Hugg & Hall and has been with the company for 10 years! In his position as Utility Services Divisional Manager he plays a key role in being reactive when customers are presented with unexpected downtime caused by utility issues. In addition to his duties onshore, Spencer works with operations in the gulf to assure they receive adequate utility services that will withstand the harsh sea spray.

There is a great passion behind Spencer’s work, he takes pride in getting customers out of a bind and creating excelled customer satisfaction. When speaking with him he said, “It’s great when you can turn potential customers into great personal relationships!”

Spencer’s hometown and current residence is Springdale, AR, but he has lived in several states due to his previous 15-year employment with Walmart as a Project Manager.  Spencer’s current role, at Hugg & Hall, can change day to day, “Each day is different,” he said, “You never know what the day will bring.   You can try and plan your day out and inevitably, it will change.” In his world it is important to understand the difference in maintaining units that are both on and off-shore to keep customers happy.

At home Spencer has his hands full with 2 sons, Bryar & Ledger. He enjoys camping, hunting & fishing, but spends much of his time cycling in Northwest Arkansas; whether road, gravel or mountain biking. When asked, Spencer said that cycling is what, “tends to keep him sane.”

In his years at Hugg & Hall, there have been many great memories made, but what Spencer has enjoyed most is the team being presented with Allied Member of the Year 2019 and the company’s tenure, “I love that this company has longevity.  It is very common to see people that have been here 20, 25, 30 years.”

Spencer is grateful for the accessibility to listen, speak to & take suggestions from a VP or owner at any time. Hugg & Hall would like to send out a huge thank you to Spencer Hale for his hard work and dedication throughout his 10 years of service.

Employee Spotlight: Ricky Nelson

Three cheers to 35 years!

Meet Ricky Nelson! Nelson is a Shop Service Technician in our Springdale, Arkansas location and is celebrating 35 years with Hugg & Hall.

Nelson is a local and grew up in Lowell and attended VoTech before starting his career with Hugg & Hall; he continues to live in the area with his wife and stepdaughter. Ricky enjoys the role he plays as a Shop Service Technician, as it includes something different to work on each day.

When asked, Nelson said his favorite thing about working for Hugg & Hall is the good people and the friends he has made throughout his years at the company. The friends Ricky has made here have lead to many great memories, like racing dirt track with Frank Reeves and Roy Clark. In his free time Nelson enjoys spending time with his wife while riding his motorcycle, camping, fishing and going to flea markets & auctions.

Nelson’s passions include keeping his yard maintained like a golf course, spending time with his wife & working for Hugg & Hall. Ricky thinks his coworkers may be surprised that years ago he was on a Hugg & Hall bowling league that placed second for the season!

Ricky has enjoyed his years of service at Hugg & Hall and said that he would, “like to work at Hugg & Hall 50 years,” before he retires. When asked if there was anything he would like to leave us with, Ricky reminded us that you can never have too many tools.

The company sends a huge thank you to Ricky Nelson for his hard work and years of dedication and service over the last 35 years.

 


Hugg & Hall Equipment Company is a comprehensive equipment provider offering services and expertise in the rental, sales, parts and service markets. The company offers a wide variety of equipment options for rent and purchase, including: material handling equipment (forklifts, pallet jacks, etc.), heavy equipment, mobile elevating work platforms (boom lifts, scissor lifts), air compressors, generators and more. Hugg & Hall Equipment Company offers industry-leading equipment brands for purchase or rental, like: Toyota, Bobcat, Crown, Volvo, Taylor, Doosan, JLG and others. With value-added services and a focus on their customers, Hugg & Hall Equipment Company is the one-stop shop for every construction and industrial equipment need.

Employee Spotlight: Brian Robinson

Meet Brian Robinson! Robinson works as a Regional Rental Sales Manager in northwest Arkansas and has been with Hugg & Hall for more than 15 years. Robinson is originally from Harrison, Ark., but has lived throughout central and northwest Arkansas and now resides in Fayetteville. In his role as a Regional Rental Sales Manager he plays an integral role in developing customer relationships, coaching rental team members on how to be successful and much more. 

Robinson worked in material handling sales at Allied Products before joining Hugg Hall as an Outside Rental Salesperson. He recently spoke on the many hats one must wear when working in the equipment rental sales business. 

There is not a typical day in equipment rental land,” said Robinson. “When you are in the business of selling time on equipment in day, week, month and year blocks, time evaporates very quickly. Its multi-tasking and juggling while most importantly seeing that our customer service level stays at an all-time high and our customers keep coming back while we continue to find, grow and cultivate new ones.”

Robinson expanded on how, in his position as a Regional Rental Sales Manager, it is especially important to operate with a customer-focused attitude and to continually seek out methods of better serving Hugg & Hall customers. 

“Seeing that our rental sales managers, and rentals sales teams are in the trenches touching as many customers and potential customers as possible and building relationships, while also closely watching rental equipment inventory levels and seeing that our equipment gets on rent and stays on rent in all markets across Arkansas,” said Robinson. “It’s an ultra fast-paced segment of our business and I love it. The busier the better.” 

When asked, Robinson said that his favorite memory at Hugg & Hall is a time when he was able to successfully build and maintain relationships with new customers. 

Favorite memory was my first big job that I truly owned,” said Robinson. “I had rented equipment to every contractor on the job at the Lowe’s store in Van Buren. I developed strong relationships with customers that I still have today.” 

Robinson enjoys spending time with his family and said that the older he gets the more he appreciates family. He is married and has four children. 

“Amanda is an oncology nurse (don’t know how she does it, huge heart), 19 year-old twin sons Will and Wyatt are sophomores currently attending the University of Arkansas (where most of my money goes), 15 year-old stepdaughter Cierra (whew, girls, I still have a lot to learn about daughters but she’s a real dandy and keeps me laughing), last but not least an 11 year-old (red-headed) stepson Evan who is an ambassador to Arkansas Children’s Hospital and one of the 10 kid ambassadors to Children’s Miracle Network nationwide… not to mention one of the coolest kids you’ll ever meet,” described Robinson. 

When he’s not working, he enjoys spending time outdoors, on the river and back roads. 

“One can find me in my vintage canoe casting a Ned-rig on the Kings River,” said Robinson. “Or catch me cruising dirt roads in the upper Buffalo River area on my dual sport motorcycle. I have learned that you have to check out mentally/physically and have some me-time to recharge the batteries.”

He said that coworkers might be surprised to know that he plays guitar and drums and in high school wanted to be a rock star (yes, he did have a mullet). 

The company would like to send out a huge thank you to Robinson for all of his hard work and dedication throughout the years!

 


Hugg & Hall Equipment Company is a comprehensive equipment provider offering services and expertise in the rental, sales, parts and service markets. The company offers a wide variety of equipment options for rent and purchase, including: material handling equipment (forklifts, pallet jacks, etc.), heavy equipment, mobile elevating work platforms (boom lifts, scissor lifts), air compressors, generators and more. Hugg & Hall Equipment Company offers industry-leading equipment brands for purchase or rental, like: Toyota, Bobcat, Crown, Volvo, Taylor, Doosan, JLG and others. With value-added services and a focus on their customers, Hugg & Hall Equipment Company is the one-stop shop for every construction and industrial equipment need.

Employee Spotlight: Melinda Speer

Employee Spotlight: Melinda Speer

Melinda Speer

Meet Melinda Speer! Speer has been with Hugg & Hall for more than 23 years and works as a Fleet Maintenance Coordinator at the company’s Little Rock, Ark., location. She is absolutely essential to the process of ensuring that rental equipment is maintained and ready-for-operation before machines are delivered to job sites. 

“Demanding and challenging,” said Speer, when asked to describe her job at Hugg & Hall. “My main job duty is to keep the rental equipment ready to rent by working with the service department to ensure a quick and cost-effective repair.”

Speer said that the things that have motivated her to stay at the company for so long are the relationships she’s made throughout her time, an allegiance to the organization and an affection for what she does. 

“Over the past 23 years I have built a lot of good relationships and made some really good friends,” said Speer. “There are two things that have kept me at Hugg & Hall: loyalty and I love what I do.” 

Speer is a native of Paragould, Ark., but has lived in Little Rock for more than 30 years. She is married to her husband of 25 years, Doug, and has one daughter and two granddaughters. Outside of work, she enjoys going to the gym and spending time at the lake. 

When asked, Speer said that her coworkers might be surprised to know that she can barefoot waterski and was a competitive bodybuilder for five years.

The company would like to send out a huge thank you to Speer for all of her hard work and dedication throughout the years!

 


Hugg & Hall Equipment Company is a comprehensive equipment provider offering services and expertise in the rental, sales, parts and service markets. The company offers a wide variety of equipment options for rent and purchase, including: material handling equipment (forklifts, pallet jacks, etc.), heavy equipment, mobile elevating work platforms (boom lifts, scissor lifts), air compressors, generators and more. Hugg & Hall Equipment Company offers industry-leading equipment brands for purchase or rental, like: Toyota, Bobcat, Crown, Volvo, Taylor, Doosan, JLG and others. With value-added services and a focus on their customers, Hugg & Hall Equipment Company is the one-stop shop for every construction and industrial equipment need.

Employee Spotlight: Cleopatra Williams

Cleopatra Williams

Cleopatra Williams

Meet Cleopatra Williams! Williams works as a Field Service Coordinator at the company’s Jonesboro, Ark., location. Her role in field service contributes to the success of the service team (of course) but also contributes to the success of parts operations and other company goals. 

“A day for me for me at Hugg & Hall is a day of hustle and bustle,” said Williams. “There is never a dull moment and always something to do. Whether it is providing support to our technicians or to other departments. I enjoy putting a smile on the face of our customers.”

When asked, Williams noted the great relationships she maintains with coworkers as the highlight of working at Hugg & Hall. 

“My co-workers are my favorite thing about working for Hugg & Hall,” said Williams. “They are definitely my family. I know that someone at Hugg & Hall will put a smile on my face. My co-workers have been extremely helpful to me and they make coming to work worth it. That of course does not include the numerous pranks that have been played on me, i.e., taping my desk drawers shut or covering the bottom of my mouse with tape.”

Williams was born in Newport, Ark., but moved to North Carolina at the age of seven and didn’t move back to northeast Arkansas until the age of 32. She currently resides in Jonesboro with her five-year-old daughter, Amera, who she says “makes life worth it each day.” Family is very important to Williams and she visits her mother in Atlanta every other month. 

“I would like to be completely lazy outside of Hugg & Hall, but that can’t work,” said Williams. “I love spending time with my daughter. Making her happy is at the very top of my list.”

However when she does get some free time, Williams loves to read and enjoys new experiences. 

“One of my favorite hobbies is reading,” said Williams. “I can block the entire world out by getting cozy on my couch with a great read. I don’t really have a crazy skill, but I am open to trying almost anything once. No snakes or heights.” 

Williams said that one thing her coworkers might be surprised to know is that she is a very tenderhearted person and her eyes might get a little watery when watching some of the more touching movies or commercials. 

“I cry at the drop of a dime,” said Williams. “The commercials with the mistreated animals, Titanic or any other movie where a main character dies and news stories will bring on the tears for me. I am a mushy person and I conceal that from those around me.” 

The company would like to send out a huge thank you to Williams for all of her hard work and dedication!

 


Hugg & Hall Equipment Company is a comprehensive equipment provider offering services and expertise in the rental, sales, parts and service markets. The company offers a wide variety of equipment options for rent and purchase, including: material handling equipment (forklifts, pallet jacks, etc.), heavy equipment, mobile elevating work platforms (boom lifts, scissor lifts), air compressors, generators and more. Hugg & Hall Equipment Company offers industry-leading equipment brands for purchase or rental, like: Toyota, Bobcat, Crown, Volvo, Taylor, Doosan, JLG and others. With value-added services and a focus on their customers, Hugg & Hall Equipment Company is the one-stop shop for every construction and industrial equipment need.

Part 1: VP of Rental Operations On Valuing Customer Service

 

VP OF RENTAL OPERATIONS ON VALUING CUSTOMER SERVICE AND ENHANCING THE CUSTOMER EXPERIENCE

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.

 

In diverse, competitive markets distinguishing one’s business among customers and creating a loyal client-base is an essential aspect of remaining relevant. Rick Vollmer, Vice President of Rental Operations at Hugg & Hall Equipment Company (Hugg & Hall), recently shared his thoughts on the relevance of customer service and how it can affect business opportunities and brand reputation.

“We are a regional company,” said Vollmer. “Larger companies have greater buying power and resources, so when you take the same products and offer them to the public at comparable prices, even as our buying power increases, it’s important to deliver excellent customer service. We fight for customers everyday so we’re constantly trying to find ways to set ourselves apart. The obvious, and free, way is customer service. When you think of a high-priced product like a stay at a Ritz-Carlton, you expect to receive excellent customer service for the price. I believe that Chick-Fil-A proved that you can take a median-priced product and pair it with excellent customer service. You can marry any-priced product with high-priced customer service.”

Customer service is an intangible concept with no one definition. As such, discussing ideas on how to provide positive experiences for each customer can be wide-reaching. Vollmer shared his thoughts on how companies can create a culture of prioritizing customers.

“The one thing that never seems to get, in my opinion, the kind of attention that it needs is making the customer feel like they’ve made the right decision by calling here or deciding to do business with us,” said Vollmer. “I think that it’s important that the management team and I continue to stress, number one that it’s as important as getting something delivered on time, or washing it or buying new and selling old. Number one, the management team stressing customer service. I think that if people would just think ‘what would I want? What would I expect?’ because the person on the other end of the line or the customer of Hugg & Hall would expect the same thing.”

The implementation of a comprehensive customer service strategy requires the consideration of many factors in sizable organizations; delivering cohesive client service within a company housing many teams and departments can be a challenge with specific obstacles and frustrations.

“The most frustrating thing to me is that it is just not focused on,” said Vollmer. “It’s just not top of mind. I don’t believe that it’s a purposeful thing, it’s because we are all so focused on the task at hand or what’s staring at us in the face, so when it comes time to focus on customer service, we just forget.”

Vollmer stressed that customer service requires fluidity as opposed to a simple, traditional set of rules and processes. He touched on the importance of authenticity and actually valuing customers.

“I believe that customer service needs to be fluid and I think that if somebody just takes a minute and thinks ‘there’s probably a few areas where I can add some increased elements of customer service in what I do’ and comes up with what they think is the correct way to express a strong customer service concept then it does the job and it’s fluid and it’s genuine and someone can own it,” said Vollmer. “If you are going to commit to making customer service top of mind, also, commit to making it genuine. Be genuine about it. There’s nothing wrong with that.”

Vollmer spoke on the importance of valuing limited facetime with customers and how he’s been influenced by interactions with professionals at Genie Industries.  

“I was always impressed and influenced by Genie Industries and how they operated, as a company in the industrial equipment business,” said Vollmer. “When we would go out there to take a plant tour, they were the best at thanking us for our business. When we’d pass by a cubicle, they’d always turn and acknowledge us and were always really quick to thank us for our business. At the American Rental Association show, they would always have an event planned and they would never have their employees piled up together, they were always dispersed throughout the crowd and they were always meeting and thanking people, even if you had no idea what they did within the Genie organization or if you had no involvement with those particular people. Those opportunities are the best times to execute excellent customer service because it’s so hard to get in front of your customers.”

In order to understand how to deliver great customer service, it’s important to understand how negative customer service is demonstrated, Vollmer delineated.

“Terrible customer service, in my view, is giving the customer the impression that they’ve reached the wrong person and it’s not your job,” said Vollmer. “The biggest obstacle to great customer service is that people are quick to not get in somebody else’s square when it comes to helping a customer. If I don’t know the answer to a customer’s issue, I can find out.”

In order to avoid uniformity with industry competitors, importance is focused on standing out and offering value-added features to clients, this can be achieved through offering technology at the cusp of innovation, simplifying processes or providing excellence in customer service. Vollmer spoke on the importance of how client engagement can impact Hugg & Hall and combat homogeneity.

“I want to wave the flag because at this particular time and place, customer service is the one thing that can put us over the top,” said Vollmer. “If we and our competitors all basically have the same product, we’re all coming to the table with the same opportunity and we have to come to the table with something that’s better and different and can set ourselves apart. We have to have something different to talk about, and customer service is the thing that can set us apart. I’ve heard comments made from our customer base, from time-to-time, express that the customer service aspect and the people, sets us apart. We need to continue that and not take it for granted.”

Vollmer elaborated on the Hugg & Hall customer service mission statement, “make your customers’ needs your own,” and what that means for employees and how they should operate. He expanded on the mentality that just as companies strive to create loyal customers, companies should return loyalty.

“If a customer were to walk through the door with a complaint about something, I don’t have any qualms about making a decision to solve that problem and make them happy without having to ask anybody,” said Vollmer. “Making your customers’ needs your own is exactly what that means.”

“As we want loyalty from customers, customer service reciprocates loyalty on behalf of us back to the customer.”

When asked what advice he would give those striving to improve their customer service skills and to provide genuine, effective service to their customers, Vollmer stressed the importance of not shying away from taking action and making assertive decisions as it relates to customer service.

“Customer service is an easy word to fly around but it just seems so difficult sometimes to perform it,” said Vollmer. “As much time as we spend here, if it wasn’t here it’d be somewhere else. We all have to work. Why not put out that little extra effort and see what kind of return it brings, because it doesn’t cost anything.”

“Commit to making customer service a top of mind concept,” said Vollmer. “Remember you’ve been knighted to make decisions, fix problems and are allowed to outwardly express ideas. You can step out on a limb and not worry about it. You are allowed to make decisions and take action as it relates to customer service. A true, genuine act of customer service has the most value, it stays with people. It makes their decision-making process easier in the future.”

Teams should pivot toward instilling confidence in members, according to Vollmer, so that they will have the self-assurance and ability to make consequential decisions for the sake of excellent customer service.

The notion of a more open managerial style, to promote creativity and success, is a growing concept among entrepreneurs and business leaders. The idea is that using the more stringent, chain-of-command style stifles creativity and ones ability to improvise and solve problems, quickly. The open managerial style is designed to promote open communication among team members, regardless of title or position, in order to create a more effective service style and to eliminate any slow-paced, closed-door environment. In the context of customer service, this style gives employees the ability to be more decisive and to serve clients effectively without the perpetual consent of superiors. 

“In my mind it resonates ultimately the type of thing John and Robert allow in their business,” said Vollmer, referring to John Hugg, President/owner, and Robert Hall, Vice President/owner. “There probably was a time that I thought there were things that I couldn’t do and decisions that I couldn’t make, but a long time ago I shifted to believe that taking action is what was needed in order for things to get done and, it turns out, that is in line with what John and Robert think. I think if people just stop and think about that for a minute, then customer service at this organization would be a whole lot easier.”