BY STEVE BORN
My first direct experience with Hammer Nutrition—known as E-CAPS back then—was in the late '80s. I had recently completed my first Race Across America (RAAM) in the summer of 1988, despite all the dumb mistakes I made. And I knew if I were to do something of that magnitude again, I would need some serious guidance to avoid suffering as much as I did fuel- and supplement-wise.
I called the 800 number listed on the bottle of a supplement made by E-CAPS that a friend had shown me. To my disbelief, I found myself talking to the owner of the company, Brian Frank. I was immediately impressed. There was no, “I’ve got a meeting so we need to keep this short,” or anything like that. Not even close! Instead, Brian devoted at least 30 minutes—probably closer to an hour—getting to know me and my athletic goals. What struck me as amazing (and I’ve never forgotten this) is that Brian never once mentioned his products during the majority of that call. And he didn’t try to sell me a single thing.
What Brian did was show a genuine interest in me and my health and athletic goals. He was interested in me much more than he was in trying to sell me something. Of course, during the latter part of the conversation, we did talk about supplements (an area that I was keenly interested in) and fueling suggestions (something I admittedly needed help with), but what I will always remember is that the owner of the company took a sizable chunk of time out of his busy day to help an unknown. And Brian closed that first phone call by telling me that I could call him any time if/when I needed assistance.
The products I purchased that day and over the years proved to be massively beneficial in helping me achieve my athletic goals—goals that I originally only dreamed about—and the efficacy of those products made me a regular customer. But while that’s important, of course, what made me a FOREVER customer was the attention Brian gave me on that very first phone call. He made me feel like family, and his honest enthusiasm in seeing me succeed was permanently etched in my brain.
I’ve been employed by Hammer Nutrition for over 20 years, and I can honestly tell you that Brian’s passion for exemplary customer service has never faded; if anything, it grows stronger and stronger. His zealousness for treating customers by The Golden Rule is unequaled by any other CEO of any other company I know, and it stands toe-to-toe with the superior-quality products he produces and sells. They are both the hallmark of his company, and I can say without hesitation that he will never cut corners on either.
What Brian stated many years ago is still 100% true:
"Superlative products and the expertise to put them to their best effect certainly are key, but how a company interacts with its customers is even more important. From day one, we've strived to treat every client exactly the way we want to be treated when we are on the other side of the counter—fairly, honestly, and individually. We do everything possible to ensure that is what you experience when you do business with us. Our reputation for 5-star customer service has been earned by living this principle every day for the past 30+ years. I still read every feedback submission we receive and work directly with my staff to ensure that every issue is handled to my satisfaction. It takes a lot of work and resources to maintain my standards, but it's the only way I'm willing to run my company."
With some other companies, you get the typical (as an example), “Press 1 for supplements; press 2 for fuels; press 3 to leave a message,” and so on. This has never been the Hammer way, and it never will be. You can expect that each one of us who works for Hammer Nutrition will treat you like you are important to us. Why? Because you are; it’s just that simple. When you call our offices, you'll talk to a live person—a trained advisor—and you’ll be treated like a real person, not just a number.
If you need additional help with some seriously technical questions, you can talk directly with me, Steve Born, via phone or email, and I will be pleased to spend as much time as it takes to find the answers to your questions. This is the main thing I’ve been doing at Hammer Nutrition for over 20 years, and it’s what I enjoy doing! As I have said from day one, “I derive just as much pleasure helping other people reach their goals as I do my own. It's the best part of the job."
Whether you've got questions, concerns, suggestions, or a spectacular success story, give us a call, and you’ll experience the best customer support and service in the industry! We’re at 800-336-1977, and we’re at your service!
