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

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

by Carl Sewell

In this completely revised and updated edition of the customer service classic, 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.

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 ons 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.

  • Category: Business
  • Rating: 4.20
  • Pages: 240
  • Publish Date: November 19th 2002 by Currency
  • Isbn10: 0385504454
  • Isbn13: 9780385504454

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Helpful customer service advice based on real-world experience. I like how practical the advice is, because it comes from years of firsthand experience with a successful business that scores high on customer service. Sewell says that 20% of customer service is being nice to people, and 80% is devising systems that allow you to do the job right the first time and give the customer what he wants every time. A good portion of the advice relates to brick-and-mortar businesses that customers visit, so some of the lessons aren't directly applicable to an online business like mine. He realized that your product isn't enough; you must add something to the process by removing the hassle and making the customer's life as pleasant as you know how. In another place he says, "People who leave on time, take all their days off, and can't take a joke don't do well here." He doesn't even want them to take their vacation days! When he says, "Our people are just as important as our customers, and they need to be treated just as well," this rings hollow because of what he advocates elsewhere. Create a short questionnaire (3, at most 5, questions) that focuses on the most important parts of doing business from the customer's perspective. Our job is to take care of the customer so well that he keeps coming back for the rest of his life. Don't charge for "extra" service if you can help it. There's no such thing as after hours How can we be giving customers the best service if we're forcing them to conform to our schedule? Let customers call you no matter what time it is. If customer needs help, provide it, no matter what time it is. It gives you a chance to maintain your relationship by doing something for him, and people really like the service. Systems, not smiles 20% of customer service is being nice to people. 80% is devising systems that allow you to do the job right the first time and give customer what he wants every time. Do it right the first time Best system for customer service: do what you say you're going to do, and do it right the first time. No matter what the problem is, it's a very big deal to the customer. "Our people are just as important as our customers, and they need to be treated just as well." The customer isn't always right. Customer isn't always and absolutely right no matter what. How to teach customers to get the best service Teach customers how to get the best service: when is a good time to see you; what they need to tell you to get the job done right the first time, etc. These programs aren't a waste of money; they give people reasons to keep doing business with you. People like to be thanked for their business. Your mother was right: manners really are important Treat people - customers and employees - just as we treat our children, parents, spouses, friends.