The Power of Personal Service

At Hill Investment Group, exceptional service is more than just a hallmark of our brand— it is the foundation upon which we have built our firm. While “service” can often be ambiguous, we have made it our mission to define, hire for, and reward this essential aspect of our business. Like all organizations, we are not perfect. Still, we strive to be intentional in building on our core service values: fast (be available), friendly (be warm and upbeat), and ownership (take responsibility).

Fast: Be Available

In today’s fast-paced world, being available and responsive is crucial. One small example: when you call our offices during regular business hours, a human being will answer the phone in two rings or less. Our entire team is committed to being accessible and ensuring that we provide timely and practical support when you need us. This level of availability is not just about promptly answering calls or emails; it’s about anticipating and proactively addressing your needs.

Friendly: Be Warm and Upbeat

A friendly demeanor goes a long way in building trust and long-lasting relationships. At Hill Investment Group, we hire individuals who naturally exude warmth and positivity. A welcoming attitude can make all the difference, especially during moments of uncertainty or stress. We aim to create an environment where you feel comfortable and valued, knowing we genuinely care about your financial well-being. For example, if you could see how our team reacts to the milestones and occasional setbacks that impact clients’ lives, you would see folks who care as if they have your same last name.

Ownership: Take Responsibility

Taking ownership means more than just completing tasks— it’s about seeing them through to successful outcomes. Our team members are encouraged to take personal responsibility for the projects and client interactions they handle. This sense of ownership ensures that we are all committed to delivering the best possible service from start to finish. We take pride in our work and are dedicated to achieving the highest standards for our clients. For example, you should never hear a Hill person say, “I’m not sure; that’s not my department; I’ll have to transfer you.”

A Foundation in Service Training

Early in my career, I had the opportunity to train service team members, which profoundly influenced my understanding of exceptional service. This experience has been meaningful in shaping our approach at Hill Investment Group. A significant part of our service philosophy is informed by Danny Meyer and his concept of enlightened hospitality, which emphasizes the difference between service (the delivery of the thing) and hospitality (how you feel). You can learn more about this philosophy and our conversation in my podcast episode with Danny Meyer.

Learning from Others

While we strive for excellence, we also recognize that there is always room for improvement. Recent discussions around service standards at some of the largest firms in our industry have provided valuable lessons. For example, Vanguard, known for its die-hard customer base, has faced significant challenges with service quality, as highlighted in this Wall Street Journal. Additionally, the classic piece on Goldman Sachs’ focus on sales over service is a cautionary tale about prioritizing client needs above all else. You can read more about it in this New York Times article.

Our Commitment

We are dedicated to continually refining our service standards at Hill Investment Group. We value your feedback and are always looking for ways to enhance your experience with us. By focusing on being fast, friendly, and taking ownership, we aim to provide you with the exceptional service you deserve, and that differentiates us from others. 

To our clients and friends of HIG, thank you for entrusting us with your financial journey.

Take the long view,

Matt

“Since the beginning I have always felt a strong sense of relationship with everyone I’ve met and worked with at Hill, “they’re family, they’ve got my back” is the way I describe it to people.”

A recent favorite quote from a client who was kind enough to share an experience with us that wasn’t up to our normal standard. His statement is what we strive for and is a crucial aspect of our culture. Sharing his experience when it wasn’t up to par is the kind of generous relationship we are grateful for at HIG.

Dear Friends and Clients, 

I know it’s obnoxious to put a big ad of yourself in the introductory comments, but I’m hoping it captured your attention. I’m sharing it because it’s a new print advertisement in which I am featured, along with a sentiment that speaks to the core of our firm. This month, we celebrated our 19th birthday as an organization, a milestone that has been possible because of your unwavering support and trust. It’s a journey that got me thinking about our shared growth and success.

When we contemplated starting Hill Investment Group 20 years ago, our primary question was: What would it be like if we went back to the basics and focused on fewer clients and deeper relationships? Tom Cruise asked the same question in his Academy-nominated performance as Jerry McGuire (here is Jerry’s Mission Statement).

I’m unsure how Jerry’s next twenty years worked out, but the answer has been a steady path of progress and prosperity for us. We’ve built lasting relationships and guided our clients through various market cycles by prioritizing personalized service and evidence-based investing. This is what started us and is who we are today. Your trust and support in taking the long view have been integral to our success.

Here’s to many more years of focusing on what matters most!

Matt

This is the time of year we tend to remind ourselves of all we have to be grateful for. Over the Thanksgiving break, I recalled the highlights of my year in different categories. What were my professional high points, personal milestones, family memories, and noteworthy developments in my community? One moment that stood out was a note I received (unprompted) this summer from a long-time client of our firm. Our client’s sentiment is at the heart of our work and why our entire team finds meaning in our service. No organization is perfect, but when we get it right, we are lucky enough to help people achieve better outcomes with less worry. And when it happens and is recognized, it’s one of the sweetest feelings we get in our profession – knowing that we have quieted the noise and helped someone take a longer view in their journey toward real wealth is as good as it gets for us at Hill Investment Group.

“Hi Matt, just FYI…I told John Reagan yesterday in our annual touch base I spend about 15 minutes/month thinking/worrying about investment stuff. It took me a while to get there, but thanks to Hill, I made it. My wife continues to say you folks saved our lives from stress as I drove her nuts stressing before our Hill days. So here’s an example of what I stress about now…woke up yesterday morning at 3 am worrying if I should put the giant blow-up pool slide out this weekend for the final summer blast of 30-40 people at our pool. The grandkids will terrorize the adults launching off it into the pool! But if it’s not there, the kids will be so disappointed! So these are the types of stress thoughts Hill has driven me to! I never went back to sleep.”

On behalf of our entire firm, thank you for allowing us to be a part of your lives. We are grateful for the role you allow us to play and deeply value your continued trust!

Hill Investment Group

This testimonial was provided by a current client. This client was not compensated for this statement.