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Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer (Paperback)
by Carl Sewell , Paul B. Brown
| Category:
Customer service, Sales, Business, Entrepreneurship |
| Market price: ¥ 158.00
MSL price:
¥ 138.00
[ Shop incentives ]
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| Stock:
Pre-order item, lead time 3-7 weeks upon payment [ COD term does not apply to pre-order items ] |
MSL rating:
 Good for Gifts |
MSL Pointer Review:
A readable, concise and practical book provides simple, yet profound business principles that will empower your business success.
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Author: Carl Sewell , Paul B. Brown
Publisher: Doubleday Business; Revised edition
Pub. in: November, 2002
ISBN: 0385504454
Pages: 208
Measurements: 8 x 5.5 x 0.6 inches
Origin of product: USA
Order code: BA01348
Other information: ISBN-13: 978-0385504454
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- MSL Picks -
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.
(From quoting J. Chi, USA)
Target readers:
All salespeople and entrepreneurs.
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Carl Sewell is the owner of one of the largest car dealerships in the United States, with more than one billion dollars in sales. He lives in Dallas, Texas, and speaks regularly to prominent executives and top corporations nationwide. Paul B. Brown, a former writer and editor for Business Week, Financial World, Forbes, and Inc., lives in Duxbury, Massachusetts.
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From Publisher
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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| View all 5 comments |
From the Publisher, USA
<2008-04-22 00:00>
The art of developing the long-term customer relationships that are the lifeblood of every successful enterprise. |
Harvey Mackay, author of Swim With The Sharks , USA
<2008-04-22 00:00>
Sewell's fundamentals are to an entrepreneur what the three R's are to a teacher...required reading. |
Marc Hines (MSL quote), USA
<2008-04-22 00:00>
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. |
Gill E. Wagner (MSL quote), USA
<2008-04-22 00:00>
Have you ever heard about a person who bought a $2 painting at a garage sale only to discover it's a long-lost Rembrandt worth about $30 million?
Well Cindy, my wife, didn't exactly find a Rembrandt at a local garage sale, but she did pay only $.50 for a book that, in the right hands, could very well be worth the same $30 million.
I honestly have no idea how Customers For Life slipped past my radar when it came out in 1990, but I'm sorry I didn't read it then, because if I had, I can guarantee you that I'd have doubled my income as a result of following the advice in this book.
Read the many reviews I have on this site, and you'll quickly find that I usually disagree with at least one or two key concepts each author is trying to convey. Not so with Sewell's masterpiece -- I can honestly and literally say I agreed with every single word.
If you have customers, put Customers For Life at the top of your must-read list.
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