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The Service Coach - ArticlesMy name is Glen Hamilton. I teach companies how to build customer loyalty.
My expertise is in defining the “Why” and “How To” in obtaining customer satisfaction, then moving companies beyond satisfaction onto the realm of customer loyalty. My mission is to educate, motivate, and inspire others to achieve service excellence. My vision is for all companies to strive for 110% customer satisfaction - 100% of the time. Back To The Basics - Customer Care Fundamentals"This is a football”, exclaimed Vince Lombardi, the legendary football coach. Coach Lombardi taught that mastering the fundamentals was the only true path to victory. What is true for the game of football is equally true for business. Success is obtained from mastery of the fundamentals of customer care. How Do You Earn The Customers' Loyalty?One of the main goals of every company is to have loyal customers. Why then, do so few companies ever achieve this goal with any notable degree of success?
This article strips away the myths about customer loyalty and delivers the essential truth about how to earn the customer’s loyalty. Who Has Earned Your Loyalty?"Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you." - Chip Bell The Power of "what If..."?"All who have accomplished great things have had a great aim, have fixed their gaze on a goal which was high, one which sometimes seemed impossible." - Orison Swett Marden Where Oh Where Has Good Service Gone, Where Oh Where Can it Be?How do companies view their customers? To quote Zig Ziglar, “The way you see them is the way you treat them and the way you treat them is the way they often become. Why is it Necessary.....?Just the facts!
In business we collect, compile, process, analyze, and then make major decisions, which change polices, procedures, and the future direction of the organization, based on the obtained facts and statistics.
When the information is profound we must stop and take a hard look at the principles we operate under. Customer Service PrinciplesWhy do some companies excel at delivering remarkable customer satisfaction, when others fail miserably? Why do some companies create high levels of customer retention and loyalty, when others close their doors due to the lack of customers?
The answer is frightening in it’s simplicity.
The core service principles every company adheres to will determine the level of their success or failure.
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