Quality Standards

The Hilldrup Quality System is comprised of several components. Each component and every employee work together to deliver on our Customer Service Pledge in every customer interaction.  Our formula for Quality success begins with our employees embodying the Customer Service Pledge in all that they do to deliver our customers with an exceptional move from start to finish.

Quality Policy/Customer Service Pledge

Our goal is to maintain lasting relationships by providing outstanding service every time; satisfying the customer, no matter how great the challenge; honoring all service commitments; employing skilled professionals who, if a problem arises, will make things right, right away – in short, by proving Hilldrup is the world’s finest mover as measured by our most demanding critics – our customers.

Each Hilldrup employee applies the Customer Focus Points to their job each day:

• I will “WOW” customers with the quality of my service – every time.
• I will value and nourish client relationships.
• I will communicate pricing and service options simply and clearly.
• I will invoice our customers in a timely and accurate manner.
• I will operate at all times in a safe, healthy and professional manner.
• I will continually learn, develop and improve my skills.

Training

Whether a new or existing employee, every Hilldrup team member is provided with many training opportunities that allow everyone in the organization to provide the high quality service that we are known for within the moving and storage industry. link “training opportunities” to ‘Training’ page)

Measurement

In order to determine if we are meeting the goals of our Customer Service Pledge and if our training programs are effective, we must measure our performance. Our performance is measured through the use of our ISO:9001:2000 system, surveys (conducted by United Van Lines and Hilldrup) and claims data.

• ISO 9001:2000 Certification- One way that we deliver on our customer service pledge is through our quality certification. Hilldrup is an ISO 9001:2000 certified organization. Our ISO Certification enables us to self-regulate our internal actions; so, we can maintain a proactive attitude towards our quality service. We have a process in place that identifies potential problems and outlines the necessary steps to implement corrective and preventative measures.

• Surveys (United Van Lines and Hilldrup)- After each move is completed, the customer receives surveys from both United Van Lines and Hilldrup to rate each step of the process, the services provided and the Hilldrup team members involved with the move. These detailed surveys provide us with vital information that we use to identify strengths and weaknesses within the organization. The information provided in these surveys is used by our Quality Management Personnel and Quality Labor Trainer to develop individualized training plans as needed for Hilldrup employees. The information is also used to track overall quality performance.

• Claims Data – Claims data is compiled monthly and is based on claims that have been settled during the month that involve a Hilldrup employee. The data is tracked monthly to ensure continual improvement in the overall claims performance as well as identifying any employees that might need additional training.

Rewards and Recognition

Hilldrup sets the expectations for our employees with the Customer Service Pledge, provides comprehensive training and development, and then measures their service performance. Once these components of our Quality System have been implemented we feel that it is extremely important to recognize our employees’ successes. We have established an overall program called “Celebrate Success” to provide incentives for exceptional performance and recognize excellence.