Meeting Maxons!

Meetign Maxons

Our Blog series, “Meeting Maxons!” continues this week. We will hear from Lou, a Project Manager, about his experiences at Maxons.

Q:  How long been with Maxons?

A:  7 years.


Q:  Do you remember what your impressions were of the company after being here for about a month?

A:  That we were pretty well organized, and we knew what we were doing.  I had worked for others in the industry who were not put together as well.


Q:  What was the first thing you had to learn when joining the team?

A:  The Maxons way – I knew the work, but had to learn how to do it our way.


Q:  What is the most important thing you have learned since you have been here?

A:  Negotiation.  I can take this personally, but now I understand it is give and take and I don’t need to take it personally.


Q:  Why do you have a passion for this industry?

A:  I like to help people, and I like the people I work with.


Q:  Which company core value speaks to you the most – and why?

A:  Our brand anchors – speed communication expertise, and of those, speed really means a lot to me.  Because I try to act as quickly as possible to whatever needs to be done – I like to get things done.


Q:  What is your favorite Maxons story?

A:   We were planning to do a relay race at our summer outing one year.  Alan and I decided we were going to practice to get an advantage on race day!  We were running up and down the hallway practicing for our event – confusing our neighbors!  It totally worked – we were the best at our part of the race!

And I have another good one to share.  One time on a job I was with one of my coworkers, Andrea.  A pump had gotten clogged at the site.  When I went to look at it, I touched the top of it and it burst!  Filthy water from a parking garage sprayed all over Andrea and I.  I quickly stood in front of her and we ran from the room.  We got outside and she said “Look at me.”  Filthy water was dripping down her face.  I responded “You look terrific.” We both cracked up!


Communication is the Key – Michael Haag!

My career prior to joining Maxons was with a hotel company.  In that position, someone once said to me ‘hospitality is making a customer believe that you are on their side’.  That didn’t immediately strike me, but the more I thought about it, the more I realized that position accurately described all of our efforts boiled down to a simple statement.  People staying in hotels are out of their element.  They don’t know anything about their surroundings.  They’re worried about getting to their meeting on time.  Very often they’ve just gone through difficult airline travel and might be without their luggage or have simply forgotten something important.  Due to this, they often approach staff with high levels of tress or anxiety.  They need an ally, and when you present yourself in that light,  the relationship changes immensely.   This is true even if you are unable to solve their problem.  I should point out that having this mindset costs nothing but a little bit of empathy. 

When I came to Maxons, I didn’t know what to expect.  What I found out pretty quickly is that our service industry efforts are very similar to what I experienced in hospitality.  Likewise, our customers are out of  their element.  Our customers need our services because something has gone wrong (perhaps horribly), and they don’t know what to do about it.  We’ve all seen it.  You arrive at someone’s home to find an insured fraught with anxiety over damage to their home or belongings.  Not only are they worried about their property, but they have no idea what to expect from their insurer.  They need an ally.  All they see in front of them is a big mess causing disruption in their lifestyle and possible personal sickness to themselves and their family.  A few assuring words spoken softly with confidence go a long way to assure them that you are here to help,  that the worst of it is behind them. 

It’s not only about getting their place cleaned and restored, it’s about doing it in a manner that is respectful to their state of mind.  In many ways I believe the way we treat people is more important than how well we clean their home. 

~Michael Haag, Project Manager