making sure that our ideas are meeting customers’ needs. We’re going to continu- ally listen to our customers to ensure that what we provide is what they want and ensuring that what they need is available.” If it’s not readily available, he said, “I’m committed to going out and finding it for them. I think that’s really exciting.” Just as important not only to his business, Herriage said, but also to the industry as a whole, is a steadfast com- mitment to integrity. “I’m really proud of what we’ve set up,” he said. “We‘re really focused on provid- ing world-class customer service with the highest level of integrity. This is central to our core values, which we live by.” •
ther growth not just to its hindsight, but also its steady focus on what lies ahead. A distinguishing characteristic of 2020 REI, he said, is a demonstrated focus on its customers and what they need, whereas a lot of companies merely give lip service to that promise. “There are so many people trying to
get into business in this space without doing any customer research. Frankly, in my opinion, they don’t listen to or even adequately understand the cus- tomer. They come up with a new idea and just expect the customer to accept it,” Herriage said. “My focus for the rest of this year is
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LindaWienandt is Editor-in-Chief of Think Realty Magazine. Contact her at lwienandt@thinkrealty.com.
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