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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.
- Sales Rank: #25132 in Books
- Brand: Sewell, Carl/ Brown, Paul B.
- Published on: 2002-11-19
- Released on: 2002-11-19
- Original language: English
- Number of items: 1
- Dimensions: 8.24" h x .53" w x 5.51" l, .43 pounds
- Binding: Paperback
- 240 pages
Review
Stanley Marcus If you don't learn from this book, it's your fault. -- Review
From the Publisher
The art of developing the long-term customer relationships that are the lifeblood of every successful enterprise.
"Sewell's fundamentals are to an entrepreneur what the three R's are to a teacher...required reading."--Harvey Mackay, author of Swim With The Sharks
From the Inside Flap
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, learnedabout hospitality from Japanese culture, cleanliness from Disney, and
politeness from his mother.
Most helpful customer reviews
17 of 18 people found the following review helpful.
A must read for every business owner
By A Customer
None of the ideas in this book are ground breaking, but the author does a great job of explaining how they translate into loyal customers for your business. There is no abstract psychological babbling lots of similar books have. The author clearly shows the reader what his points are, then uses case studies from both his business and others to reinforce the concepts.
Every business owner should have this book, and I'd recommend buying copies for all the employees as well. It will pay off in the long run.
13 of 13 people found the following review helpful.
Best Customer Service Book yet!
By Marc Hines
Sewell really practices what he preaches.
I had made a visit to two of his dealerships in Dallas; after seeing his operation I HAD to read his book. Both his customers and his employees are fanatically loyal - for good reason.
Carl's view of customer service is very different; in fact he does not have (or need) a 'customer service' department. Instead they create systems to avoid problems in the first place, and each employee (associate, really) is empowered to solve the few problems that do come up on their own.
It's an easy read and a real eye opener.
19 of 21 people found the following review helpful.
Simply the best....
By Mr. A. Pickering
Do not be put off by the cheesy grin and sharp suit on the cover of the book - this is anything but a slick-but-little-content sales seminar. I would even say that this is among the top 5 books on business I have ever read - packed full of good ideas, common sense and presented in such a way that you do not need an MBA to understand the text. Read it from cover to cover (or take chapters in isolation, as I did) and you cannot fail to be anything but impressed by the advice given.
It would shock me to learn of someone that cannot learn from Mr. Sewell's approach to customer service. A must buy, for anybody that has a remote interest in improving the effectiveness of their operations.
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