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Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer

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Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer Cover

 

Synopses & Reviews

Publisher Comments:

In this completely revised and updated edition of the customer service classic (more than 600,000 copies sold), Carl Sewell enhances his time-tested advice with fresh ideas and new examples and explains how the groundbreaking “Ten Commandments of Customer Service” apply to today’s world.

Drawing on his incredible success in transforming his Dallas Cadillac dealership into the second largest in America, Carl Sewell revealed the secret of getting customers to return again and again in the original Customers for Life. A lively, down-to-earth narrative, it set the standard for customer service excellence and became a perennial bestseller. Building on that solid foundation, this expanded edition features five completely new chapters, as well as significant additions to the original material, based on the lessons Sewell has learned over the last ten years.

Sewell focuses on the expectations and demands of contemporary consumers and employees, showing that businesses can remain committed to quality service in the fast-paced new millennium by sticking to his time-proven approach: Figure out what customers want and make sure they get it. His “Ten Commandants” provide the essential guidelines, including:

• Underpromise, overdeliver: Never disappoint your customers by charging them more than they planned. Always beat your

estimate or throw in an extra service free of charge

• No complaints? Something’s wrong: If you never ask your customers what else they want, how are you going to give it to them?

• Measure everything: Telling your employees to do their best won’t work if you don’t know how they can improve

• Borrow, borrow, borrow: Sewell, for example, learned about hospitality from Japanese culture, cleanliness from Disney, and

politeness from his mother.

Synopsis:

In a revised and updated edition of the classic guide to customer service, a successful entrepreneur offers a straightforward approach for treating customers with the respect that keeps them coming back, outlines fundamental principles of customer service, and reveals the lessons he has learned over the last decade. Reprint.

About the Author

\Carl Sewell is the owner of one of the largest car dealerships in the United States, with more than one billion dollars in sales. He lives in Dallas, Texas, and speaks regularly to prominent executives and top corporations nationwide. Paul B. Brown, a former writer and editor for Business Week, Financial World, Forbes, and Inc., lives in Duxbury, Massachusetts.

Table of Contents

Ask your customers what they want--and give it to 'em — How to give good service every time — People: how to car for customers--and employees — How do you know how good you are? — What do you pay to get good service? — Leadership is performance — Every impression is important — Creating products that are easy to sell — Borrow, borrow, borrown — You are the message — Bring 'em back alive.

Product Details

ISBN:
9780307567314
Subtitle:
How to Turn That Onetime Buyer into a Lifetime Customer
Publisher:
Doubleday
Creator:
Carl Sewell
Author:
Carl Sewell and Paul B. Brown
Author:
Paul B. Brown
Author:
Brown, Paul B.
Author:
Carl Sewell
Author:
Sewell, Carl
Subject:
Business & Economics : Sales & Selling - General
Subject:
Business & Economics : Customer Relations
Subject:
Sales & Selling
Subject:
Sales & Selling - General
Subject:
Customer services
Subject:
Automobile industry and trade
Subject:
Automobile dealers.
Subject:
Customer Service
Subject:
Customer relations
Subject:
Business-Customer Service
Subject:
Business management
Subject:
Business, Sales
Subject:
main_subject
Subject:
all_subjects
Publication Date:
20021119
Binding:
ELECTRONIC
Language:
English
Pages:
210

Related Subjects

Business » Customer Service
Business » Sales

Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer
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Product details 210 pages Crown Publishing Group - English 9780307567314 Reviews:
"Synopsis" by , In a revised and updated edition of the classic guide to customer service, a successful entrepreneur offers a straightforward approach for treating customers with the respect that keeps them coming back, outlines fundamental principles of customer service, and reveals the lessons he has learned over the last decade. Reprint.
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