by Carl Sewell, Paul B. Brown
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Product Description
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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Average Customer Review:
0 of 0 people found the following review helpful:
 Simple, very effective., 2008-06-27
Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer
I have given away many copies of this book and have always received a thank you, thanks for giving me something that really makes sense. It may have been written many years ago, but everything said is true today. Your Customers will stay with you if you adapt the tools learned. Highly recommended reading.
0 of 0 people found the following review helpful:
 On the money, 2008-04-24
This book reminds us of everything we have been told on every sales course we have every attended and offers so much more. If only doing these things wasnt that difficult. The answer is to get everyone in your orginisation on "the same page", don't buy one copy, buy one for every front line employee you have it could be the best investment you ever made.The bottom line is we know that this is the way things should be but we constantly make up excuses why we can't do it....
Make a stand, anything less than than exceptional service just isn't good enough.
0 of 0 people found the following review helpful:
Classic Sales primer, 2007-07-28
Carl Sewell's model for Sales and repeat business in the automobile business was thrust into the spotlight by some generous praise from uber-guru Tom Peters. This is his book on how he did it. Of course so much of it is beyond obvious ("Listen to your customers" - who doesn't know that's important in Sales?) but then again, he has to be doing something right.
Key themes include:
- The important of understanding you customers.
- Service through systems.
- How do deal with people.
- Measurement.
- Creating customer experiences.
- Learning (Borrowing).
Perhaps Sewell's greatest contribution to broader Marketing management is the concept of the lifetime value of the customer. Is a customer worth the Caddy they buy, or every one they buy during their life? That's what costs need to be measured against.
The book does earn it's spot in any Management library.
0 of 0 people found the following review helpful:
Great!, 2007-02-09
This book gives valuable insight into what a customer really wants and thinks. I would recommend this book to anyone who works with customers, employees and employers alike! Often we forget who really pays your paychecks. (Hint: It's not your boss!)
1 of 1 people found the following review helpful:
Easy Read, 2007-01-09
If you have ever managed any type of business, you will know that many of the things Carl Sewell says in this book is very true. If you haven't managed a business, you will definitely learn something to apply in the future. Sewell writes as he would talk, so the book is easy to read and understand. The strategies he applies to many of the fundamentals of his book may only work for a specific group of customers, but then again, he tells you to target those customers at the same time. Good book, and I would suggest it to anyone who wants to learn about customer service and managing a business.
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