HERON OPENS NEW FACILITY IN LEESBURG TO BETTER SERVE ITS LAKE AND MARION COUNTY CUSTOMERS

Today the doors swung open for the first time at the new Heron sales and service facility in Leesburg, and all the months of careful preparation came down to that one glorious moment. Heron President and CEO Rodney Lackey was there to take part in the excitement. “We have been working on this move for a long time now.” Rod explains. “It’s a real treat to finally have it up and running.”

“Lake and Marion Counties have been among the fastest growing segments of our customer base, and we have been anxious to get settled into this community for some time now, in order to better access them. The recession caused us to remain more cautious than we otherwise would have, but it has all come together just wonderfully now.”

Rodney continues. “That makes things fundamentally easier for the Heron team members who reside in Lake County, and it also gives us an opportunity to give back to a community that has been very good to us over the years.”

Heron has a proven service model that works so well, it continues to make possible these types of expansion. It’s a stubborn process that revolves tightly around customer care at each point along the company hierarchy. Team members who answer the phones have the same authority as a Branch Manager, for example, if an issue arises concerning customer care. “They are rewarded and supported for going the extra mile,” explains Rodney, “rather than being punished for exceeding their authority, and in the process, losing a customer. Ego-driven models will always fail. Service-driven models work for a reason. Our six-sigma approach to creating value is at the core of our service mission.”

Tomorrow the sun will rise over another work day in Leesburg. We just couldn’t ask for anything more!