Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer

±1±: Now is the time Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer Order Today!

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Jul 23, 2010 01:57:18

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.

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±1±: Best Buy Focusing on the customer allows an organization to begin thinking of customers as part of the "production line." When the organization's goal becomes one of delighting the customer, they find ways to make sure customer requirements are identified and understood. Quality begins and ends with the customer. Some organizations find ways to place the focus on almost everything except the customer.
In his book, Customers for Life, Carl Sewell shares his no-nonsense approach to delighting the customer. Here are just a few quotes from the book:
* The customer will tell you how to provide good service.
* Don't guess what they want, make it easy for them to tell you.
* If the customer asks, the answer is always yes.
* Help your customer.
* Under-promise, over-deliver.
* Being nice to people is just 20% of providing good customer service. The important part is designing systems that allow you to do the job right the first time.
* All the smiles in the world aren't going to help if your product or service is not what the customer wants.
* Keep asking yourself, "What can go wrong?" Then take action to prevent it.
* When work comes back, fix it immediately, then find out why.
* Let your employees take care of their customers.
* The people who deal with customers must have the authority to resolve problems.
* Nothing is more important than the customer.
* Keep the service promise.
* Make it easy for customers to complain. You want people to hold your feet to the fire. on Sale!