Tag Archives: Customer Loyalty

Ski School

I recently had a close friend who experienced extraordinary customer service and the lessons we could all learn from it are too great not to share:

Loyalty Factor

“Several weeks ago I visited a local ski resort with my three children.  I opted to sign my nine year old up for an alpine ski lesson on the last day to improve his seemingly ‘stuck’ form.  Upon delivering him, I requested they put him in a group where he could work on the transition from the pizza wedge to a parallel skier.  His lesson was two hours and when I went to pick him up, his instructor told me he had spent the day in the woods and explained what he “would have taught him”, but “today we just played.”

I was very upset.  I recognized the need for ski school to be fun, but felt they fell short of meeting any educational objectives.  Upon returning from our trip, I sent a note to the ski school director and touched on two points:

1. My disappointment that no instruction or advancing happened during my son’s lesson despite me explicitly stating my goals when dropping off.

2. My concerns about him being led in the woods, the risks, and the repercussions had he encountered a tree during these escapades.

I also requested a refund of the lesson fee I had paid.

Within just 24 hours I received a response acknowledging my e-mail, stating he was in the process of gathering information from his staff, and requesting a telephone call for the following day.  True to his word, I received a call from the ski school the director the following day.  He gathered clarifying information, expressed his disappointment that his school had failed in an attempt to meet our goals, and shared with me the changes he was implementing to prevent issues like this going forward.

Once the director acknowledged their short comings, he expressed that he believed the best response would be for them to ‘try again’ to meet my expressed objectives.  His resolution was to offer my son a private 1.5 hour lesson with a hand-picked instructor.

Here we are, back from the lesson and I am literally dazzled by how my frustrations were handled.  I am not in awe of their process and the transformation of my little skier in just 1.5 hours is remarkable.  More importantly, I am grateful that my feelings were heard.  It would have been very simple for the director to refund my fee.  Instead, he responded by offering a solution that was valued at almost 2 times the amount I originally spent.

His customer focus was perfection. He listened, he heard, he responded.  For him it wasn’t about the money earned or the money lost, it was about my happiness.  They met my goals, they made me happy, they earned a customer for life.  We can’t wait to go back!”


Loyalty Factor specializes in guiding leaders as they transition to Relationship Era marketing and seek to develop long-term relationships founded in trust.  To learn more about our programs and mentoring, visit www.loyaltyfactor.com or call 603.334.3401.



Dianne Durkin is president and founder of Loyalty Factor, a specialized consulting and training company that enhances employee, customer and brand loyalty for some of the nation’s most prominent corporations and many smaller businesses. Durkin has over 25 years experience in finance, direct sales, international marketing and training and development.

Dianne’s proven expertise lies in helping companies quickly get to the core issues and outlining their impact on the organization’s profits, productivity and people. She authored “The Loyalty Factor: Building Employee, Customer and Brand Loyalty,” and the newly released “The Power of Magnetic Leadership”.


Your Inner Leader

Your “Inner Leader” by Robert Landau

Are you a leader in your life?

A leader envisions a task, and then goes about accomplishing that task in the best way they can.  Motivational leadership happens when others watch a leader facilitating a task and admire the way they go about it and the results they’ve gotten.

Each one of us has an “Inner Leader”.  It comes to the fore when we stand out of its way.  It has everything to do with confidence and positivity.  If you let your “Inner Leader” lead you in life, you will reach the finish line even before you realize that you’ve gotten there.  Leadership is a part of your heartbeat, it’s a part of your breath and it’s who and what you are.

Here are seven easy-to-follow steps to life leadership:

  1. Believe there is a leader within you.
  2. Map out how you will get from A to Z for any task that requires leadership
  3. Believe you can get there
  4. Feel what it’s like already accomplishing the task even though it hasn’t happened yet
  5. Repeat step 4 as often as possible until the results are achieved
  6. Stand out of the way and let it happen
  7. Don’t worry about WHEN your goal will be achieved, just KNOW it will happen when it is supposed to.

Leading is something you came here to do.  It’s your path, it’s your life, it’s your destiny.  All you have to do is stand out of the way!

Dianne Durkin offers personal coaching services and leadership programs to guide individuals to tune into their “Inner Leader”.  Contact Loyalty Factor today to schedule your coaching or training sessions.  603.334.3401


Source: RobertLandauMotivation.com, August 31, 2013

Information Exchange: Customer Service is Never Ending. You’ve always got to prove yourself.

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

This weeks InfoExchange highlights some excerpts from an interview with Home Depot CEO Frank Blake, in the recent issue of Fortune Magazine.


The Oct 7, 2013 issue of Fortune Magazine had an interview with Frank Blake, the CEO of Home Depot.  Excerpts from the article are as follows:

In the last quarter Home Depot blew away the analyst estimates.  When asked about customer service, Blake responded, “It’s never ending. You’ve always got to prove yourself but, it starts by taking care of your associates.”

He says that as a company you have to show that you care about your people and that you have the people’s well-being at heart. This is precisely why even in the housing downturn, the company maintained salary increases, 401K match, and increased bonuses.  Once you show that the company cares, you can then provide training.  The training is focused on helping the associates answer customer questions.

Mr. Blake mostly talked about Home Depot’s core competencies.  He stated it is all about aligning around a few things.  With over 2000 stores and 40,000 associates, he claims it is the ability to very clearly define what the organization wants to do and have everyone align around that purpose.   It is about focus, focus, focus and concentrating on the things that really make a difference.  He stated “Today’s top focus is having as seamless an experience as possible for the consumer whether they are interacting online or in the store.”

Dianne Durkin of Loyalty Factor has a proven track record in guiding leaders through defining their corporate vision.  To schedule a personalized coaching session, contact Dianne today at 603.334.3401.

Info Exchange – The Delicate Balancing Act Between Amazement and Engagement

Welcome to the Loyalty Factor Information Exchange, a bi-weekly service providing summaries of major publications and books on various management and customer relationship topics. 

 Loyalty Factor has been instrumental in helping companies:

  • Increase Customer Satisfaction by 20 – 33%
  • Increase Revenues by 50% in 18 months
  • Increase Manufacturing Production by 200% in 18 months
  • Simplifying mergers and acquisitions

Our information exchange this week highlights the book, “The Amazement Revolution: Seven Customer Service Strategies to Create an Amazing Customer (and Employee) Experience by Shep Hyken.

The Delicate Balancing Act Between Amazement and Engagement


Shep Hyken, author of the best-selling titles The Cult of the Customer and The Amazement Revolution, may have a customer service focus to his work and to his message.


At the same time the tools he recommends that companies put to use to encourage and involve employees in seeking to improve the customer experience and amaze the customer are pure enterprise engagement.


For 16 years Loyalty Factor has been emphasizing:

employee loyalty drives
customer loyalty which drives
brand recognition

and this is achieved by engaging employees in the purpose, vision and strategic direction of the organization.


In this book Hyken substantiates The Loyalty Factor premise.


Hyken introduces a concept of “serious fun.” The ‘F’ in FUN stands for ‘fullfillment’ – making people feel fulfilled in their jobs.


The ‘U’ stands for ‘uniqueness,’ and it means making the best possible use of every employee’s unique talents and making sure their job makes use of those talents.


And lastly, the ‘N’ stands for ‘next,’ which involves getting employees excited about what’s coming up – the next day, the next project, or the next customer experience goal.


To learn more about the steps you can take to create a highly engaged workforce that will deliver customer loyalty and increased profits, call Loyalty Factor at 603-334-3401.