"What I do has to be something I love in order to do it well; providing good service and seeing customer satisfaction makes me proud.".
By Amelia Cuesta
Editorial Staff El Inmobiliario
SANTO DOMINGO. – Responsibility, willingness, time and dedication are the key that Héctor Emmanuel Hernández Núñez uses to achieve success.
The plant manager at Shutters Quisqueyanos is a native of Puerto Plata and has lived in Santo Domingo for over 20 years. He says that before arriving in the capital and dedicating himself to the shutter industry, he was a barber: “I didn’t have a barbershop, but I did have a large clientele,” he explains.
One of the qualities that has led Emmanuel Hernández to occupy the position he holds in the company dedicated to the manufacture and marketing of aluminum carpentry, has been to accompany his clients at all times and always be willing to help: "in the highs and lows, in all areas of life," the manager emphasizes.
He describes his relationship with clients as close thanks to the knowledge and experience he has acquired during his time at the company, a relationship that he not only maintains with them, but also takes care to maintain a pleasant and united work space, where camaraderie and a family-like approach are the foundation.
We had a pleasant conversation with the executive, where he told us about his life and the values that drive him every day.
What do you like most about your job?
I love it; what I do has to be something I love for it to turn out well. Providing good service and ensuring customer satisfaction makes me proud; it's obviously one of the things I enjoy most. When someone likes your work and the customer is satisfied, you've got it all.
Married, with children?
I am divorced and have a 9-year-old son.
What are your responsibilities in the company?
I have a particular level of responsibility; regardless of my assigned role, I'm responsible for everything related to the workshop and the staff. Sometimes I take on more than my position entails. I make sure everyone does their job. The company has a sales outlet where I manage the installation team. This is where I have the most contact with customers.
What are your working hours?
My shift is from 8 am to 5 pm. Because of my position, I'm the last one to leave. Sometimes I have to wait for technicians who are out of town to receive the equipment.
Have you always worked in shutter companies?
Since I arrived from Puerto Plata, I've dedicated myself to shutters. Before coming here, I was a barber; I didn't have a barbershop, but I did have a large clientele.
Any moments with a client that threw you off balance?
No, if you only knew. Through thick and thin, in every aspect of life, I maintain control; that's why I hold this position, because I'm humble. If you lose control, the process isn't the same. I'm always there to help. I dedicate myself to understanding the client so I can manage things without losing my composure.
What type of advice do you offer to the client?
The necessary advice, whatever they need regarding shuttersandthe materials that work for them. Often they want to know where they can find certain parts or accessories that we don't have in stock. We focus on the needs and benefits the client seeks to achieve with shutters; explaining the advantages and disadvantages. I sell a service.
How would you describe the work you do here?
My job requires a lot of responsibility, willingness, time, dedication, and good interpersonal skills with clients and staff. It's important to know when to be subtle when giving an order.
How long does it take you to get to work?
I live nearby, so it only takes me about 7 to 10 minutes.
What value do you apply in your work to maintain your position?
The family mentality. This company began as a family business, and from that foundation, the value of family is instilled. Most employees come through referrals; many send their resumes, but we focus on prospects who align with the company's values. The firm has its ways of showing gratitude to its employees, especially those who excel, and they offer us assistance whenever we need it.
How would you describe yourself as a boss?
Responsibility and dedication are paramount. I'm not just in charge; I'm also a colleague. When you're a colleague, you're respected and trusted. Everyone respects and trusts me. It's important to balance being the plant manager with being a colleague. I treat this place like it's my own home, and I keep the areas clean as if it were my house. If I don't think that way, I neglect it. You have to understand that it's yours; take care of it as if it were your own. If someone does something out of line, you'll see me giving a lecture.
Before, I used to work as if I were the only one who did it right. One day, the owner of the company, Felipe Ulloa, told me: "You do it well, but you should know that others can do it well too." Since then, I'm always teaching and guiding others to achieve good work.
We must always have the knowledge and experience, regardless of what the client asks for. You must give them the options, explain how each thing works, and why another option would be better than what they're looking for. My job is to provide quality service.
