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Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer
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Sales rank 27,061
Customers rating (based on 39 reviews)
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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.
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| Publisher | Broadway Business | | Release date | 11/2002 | | Availability | Usually ships in 24 hours | | Edition | Paperback |
| | List price | $14.95 | | Our price | $10.17 (you save 31.97%) | | Used price | from $0.91 |
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 Very Motivational
Order was processed in a timely manner. Received as promised and in good shape.
 Great lessons for any company
* Great quick read...and don't skip the foreward by Tom Peters or the afterward by Stanley Marcus. These veterans really add some kick to Carl's message. Made me want to go to Dallas to buy my next car.
* Format made it easy to digest before/after work or in between meetings. 40 very short chapters, each touching on a different topic related to winning customers for life
* Useful to-do's. I will now be thinking about the lifetime spend of my customers, not any one single purchase. I will charge them the way I would charge a friend...after all, you shouldn't charge a 'customer for life' anything you wouldn't feel comfortable charging a friend.
* Inspired me to want to go even further on my client's behalf.
* Reinforced a lot of things I already believed, but enjoyed reading...regarding marketing, service, empowerment of people, compensation, survey feedback, and building great processes.
Enjoy!
GREAT read!
Anybody who is in ANY kind of customer service job/position should read this book! The world would be a better place!!! At the very least the "work" world would be better!
Probably the best book on customer service EVER
If you are looking for a book that will help you make your business successful beyond anything you have dared to hope for, this is it. This book encompasses both the philosophy and practice of how to raise the level of customer service in a business (and enjoy the rewards of doing so). It was written to be used. Clear examples, excellent advice, this is a must-read for any business owner. I can't recommend this book enough.
 Better books out there
I am in the business of service excellence. I study it, I preach it and I teach it to my clients. While this is an ok book, there are many others that are better in my humble opinion. The Disney Institute series, the Disney Magic/Disney Service books and the knock your socks off series are exceptional books on the subject of creating the wow factor for service that will turn customers into your biggest fans.
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