For Immediate Release (04/26/21)
Winona, MN – Providing superior customer service is at the heart of what we do at HBC. It begins with building relationships with our customers, and it is humbling when they reaffirm that we are doing things the right way.
We recently heard from the daughter of a customer who shared her experience with HBC. Karen, who lives in Maryland, notified HBC that her elderly mother was having issues with her telephone service.
Karen writes, “She was talking on the phone the other day and in the middle of her conversation, the phone stopped working. I called (HBC Customer Care) and spoke to Tim who assured me that the phone would be fixed today.”
HBC Service Technician Alexander was sent to the local assisted living facility where Karen’s mother resides, and promptly repaired her phone service. Karen sent a note to Michael, HBC Director of Technical Operations, commenting on how her mother was impressed by Alexander and that it had made her mother’s day. He thanked her and told her to call him if there were any other service issues.
About a week later, Michael’s phone rang. It was Karen. She explained her mother had been displaced by a fire and was having issues finding out where her mother had been taken. Living out of state, Karen didn’t know who to contact for help, so she called Michael.
Michael placed a call to Alexander to learn more about the facility Karen’s mother had been living at. While on the phone, Alexander’s wife, a local healthcare professional, overheard the conversation and mentioned several residents displaced by the fire were now at the facility where she worked. Michael was able to relay the information to Karen who was then able to call and confirm her mother was indeed at the facility.
“You certainly went above and beyond and for that I thank you from the bottom of my heart,” Karen said. “It really warms my heart to know that there are people who truly care about others! And when I tell my friends here in Maryland just how you helped me, it makes me proud to say it happened in my hometown of Winona, Minnesota! Again, thank you and your staff for caring about your customers (and the daughter of a customer!) and for really doing a phenomenal job!”
About us: Headquartered in Winona, MN, Hiawatha Broadband Communications, Inc. (HBC) delivers cutting-edge telecommunications services to communities in southeastern Minnesota. Founded in 1997, HBC builds and operates hybrid fiber and Fiber-To-The-Home networks as well as providing wireless broadband in rural areas. The company offers Gigabit Internet speeds, a video service selection of more than 350 channels (including approximately 130 in High-Definition), digital music, Pay-Per-View, and extensive local programming produced by HBC Studios. The company has over 100 local employees supporting, retail, wholesale, business, and Wizards Technical Support divisions in nearly 30 communities.
