PEO Customer Service Excellence by Lisa Odalen PHR, SHRM-CP, on October 23, 2024 Professional Employer Organizations (PEOs) help businesses manage critical functions like human resources, payroll, and employment law compliance. By partnering with a PEO, companies can offload the HR headaches and focus on their business goals. PEOs serve as essential partners for small to mid-sized businesses looking to attract and retain talent and grow and streamline operations. When choosing the right PEO for your business, it's not just the service offerings that matter — it's the quality of customer service that sets a company apart. Exceptional customer service in a PEO can mean the difference between simply managing tasks and truly empowering a business to thrive. When a PEO operates with a customer-centric mindset, they don't just solve problems. They anticipate client needs, offer personalized solutions, and foster long-term, trust-based relationships. As a second-generation, family-owned and operated company with more than 50 years in business and a consistent client satisfaction rating of 98%, Landrum HR Solutions has developed three pillars of customer service that every business owner should expect from a PEO relationship. 1.Caring and Passionate Service At the heart of Landrum HR Solutions, we have a commitment to caring and passionate service. More than just an HR solutions provider, we view each client relationship as a partnership built on trust, empathy, and a deep understanding of unique business challenges. Our team goes above and beyond to deliver personalized support, ensuring every client feels heard and valued.Fostering meaningful relationships, treating client concerns with the same urgency and care as their own, and creating a strong foundation for long-term partnerships are the hallmarks of our client success team. This dedication not only sets us apart in a competitive PEO market but also ensures clients can confidently rely on us for consistent, exceptional service. “We only use the best company for all our HR needs - Landrum. They have always made us feel like we are their only customer and support our every need. They believe in what they are doing, as well as fully supporting their staff from start to end. If your company or small business is ever in need of any HR help/resources, please reach out to the team at Landrum!” -Dee Longmire, Gexpro Services 2. Being a Flexible Partner We understand that every business is unique, and our approach to customer service reflects a deep commitment to flexibility and adaptability. As a PEO, we recognize that client needs can evolve quickly due to changes in workforce dynamics, compliance regulations, or market conditions. Rather than applying a one-size-fits-all solution, we tailor our services to fit the specific needs and challenges of each client. This flexibility extends across our entire suite of offerings, from HR services and employee benefits to payroll and risk management. Whether a client requires immediate assistance on a pressing employee issue or ongoing strategic support, our team quickly adjusts the approach, providing solutions that evolve alongside the business. By serving as an agile partner, we empower businesses to focus on growth, knowing that their HR needs are handled with the care, attention, and the adaptability necessary for success. This level of responsiveness and customization is a key factor in our reputation as a trusted partner in the PEO industry. “As an independent medical practice, Landrum has been a life saver for my business. Their wide array of benefits and services allow us to offer attractive and competitive packages to prospective employees and their administrative support staff have created clear and cohesive systems that have improved the functionality of our office. They helped us identify internal issues which were inhibiting our growth and provided us with professional guidance that has resulted in a positive culture change in my practice. I give Landrum the highest possible recommendation!” -Adrian Burrows, CFP Physicians Group Personalized Expertise Personalized expertise is at the core of our customer service philosophy. Understanding that no two businesses are alike, our team of seasoned HR professionals takes the time to get to know each client’s unique operational challenges, goals, and company culture. This deep understanding allows us to provide tailored solutions beyond the standard PEO offerings, including HR management, employee benefits, payroll, HR technology, and employment law compliance. Our specialists work closely with clients to develop strategies that comply with industry regulations and align with long-term business objectives. Whether it’s helping a company navigate complex labor laws or doing a full risk management assessment, our personalized expertise ensures that clients receive guidance that’s both relevant and actionable. By combining deep industry knowledge with a consultative, hands-on approach, we help businesses tackle their HR needs with confidence, knowing they have a dedicated partner focused on their specific success. Our HR Business Partners (HRBPs) bring extensive industry experience, with an average tenure of over 10 years, and many hold advanced certifications such as SHRM-CP, SHRM-SCP, and PHR, ensuring they are well-equipped to support your organizational goals. “We just transitioned to FMLA covered employer. Landrum took the lead in getting us the information and answered all questions. While we were trying to avoid transitioning, they showed us the value to our employees far outweighed the cost to our company. They gave me brochures, pamphlets, and FAQs to help our managers understand. That leadership is above and beyond.” -Kyle Tebbs, Emerald Coast Council on Aging Partner with Landrum HR Solutions for Success Partnering with a PEO like Landrum HR Solutions can be a game-changer for small to mid-sized companies. Our commitment to the three pillars of customer service—caring and passionate service, being a flexible partner, and providing personalized expertise—distinguishes us in a competitive market. We understand that effective HR solutions go beyond transactional relationships. They require a genuine investment in our clients’ success. By prioritizing these core foundational elements, we not only address the immediate HR needs of our clients but also contribute to their long-term growth and prosperity. At Landrum HR Solutions, we take pride in being more than just a service provider. We are dedicated partners with deep roots in the communities we serve. We’re here to stay so you can trust us to handle your HR complexities while you focus on what you do best—growing your business. Lisa Odalen PHR, SHRM-CP Lisa is currently the Director of Relationship Management and Human Resources for LandrumHR. She has worked in strategic human resource development and change management with more than twenty years of experience in the Professional Employment Organization (PEO) industry. Lisa specializes in partnering with organizations for improved employee engagement, culture centricity, internal collaboration and strong people leadership. Lisa’s relationship management and client partnerships focus on aligning business objectives to maximize overall profitability. Lisa believes "If your people engagement is fostered and nurtured within your culture internally, this will drive your external results." View more blogs by Lisa Odalen PHR, SHRM-CP 0 OSHA’s Proposed National Heat Safety Rule