Jessica Mckinney: Yes. Last summer, HARDI hosted our multiday strategic planning meeting at our Columbus, Ohio, office. Several members of HARDI’s leadership flew in for the meeting, and throughout the few days we were together, we identified several key objectives in regards to HARDI’s path over the next five years. A lot of the discussions revolved around how to best serve our members, and we identified a real need for enhanced customer service for our members.
It became pretty obvious that we’re not the only ones feeling these pressures. A lot of our members were also facing higher demands of customer service and increased expectations across the industry in regards to customer service. One of the things that came out of the meeting for us was we really needed to ramp up our customer service and focus on that.