Coates Hire

“We’ve gotten a much greater understanding about customer experience, what drives it, and what we can do to impact it. We’ve done some in-depth training with Craig and the crew, and some of the learning out of that has been unbelievable. Just the simple stuff you take for granted when it’s first pointed out but then you realise how few people do some of those things. We've become a lot more focused on setting appropriate action plans. It’s a requirement for the guys to talk about their action plans with their teams in their toolbox meetings. I have no doubt that there are lots of customers working with us more regularly. There are two things that we need in our business and those two things are employee engagement, and that employees are producing 10 out of 10 customer experiences. The Loyalty Zone is the only way I can measure that."