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.

Corporate values are often empty. They are usually statements glued to walls or made into stickers. Rarely are company values meaningful enough that people remember them and feel a connection. At Hill Investment Group, we try to live our values in an understated fashion, preferring not to melt them onto a T-shirt but to live them. Please enjoy the six statements below as we share our backstage values in a front-stage fashion.

MAKING FRIENDS IS OUR BUSINESS
Inspired by the old Anheuser-Busch mantra, relationships are at the heart of what we do. Sometimes, friends become clients, and often, clients develop genuine connections with our team. “There will be neither frustration nor failure where there is friendship.”

CHEERS AND THE FOUR SEASONS
Hill Investment Group is a place where we truly know our clients. We know what they like to drink and the preferences that make them who they are. We see clients and serve them in a manner befitting a familiar and high-end experience. We value hospitality, reliability, and excellence.

PATIENCE AND DISCIPLINE
The rewards of the long view are only possible if we can help our firm and clients focus on what truly matters.

CANDOR
We value the truth (no spin) and commit to giving it to one another and our clients, both when it’s easy and hard.

EVIDENCE-BASED INVESTING EVANGELISTS
We don’t choose gunslingers and gurus to manage the real wealth of clients. We favor repeatable, reliable, robust forms of investment returns.

FUN GOES WITH BUSINESS
We take our work seriously and have fun in the process! We celebrate our wins and recognize life and work milestones at every chance.

I invite you to watch an enlightening movie with me if you’re in STL on October 5th! Originally intended as an event for our firm’s clients, we decided that we wanted to share it with others and are saving a select group of seats for friends of our firm. The 88-minute documentary on the characters who changed modern finance for the better will leave you feeling smarter and more connected to the truth of successful investing. An Academy Award-winning documentarian made the film, and it is appropriately titled Tune Out the Noise. Watch the trailer and sign up here if you’d like to enjoy it with us at the spectacular Saint Louis Art Museum Farrell Auditorium.

*If you’re not in St. Louis, let us know if you’d like information on future screenings in additional cities by emailing us here.

More reasons to attend:

• Co-CEO Dave Butler will be live in attendance for a Q&A following the movie.
• This is the first film to tackle the academic, business, and practical themes connected to modern investing.
• Tune Out the Noise has yet to be publicly available.
• The Art in the film is, in many ways, its own story.
• The score is composed by the award-winning Paul Leonard-Morgan.
• During the “back to school” season, this is an excellent way to fulfill your lifelong learning commitment.