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
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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.
From the Trade Paperback edition.
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Sewell Cadillac is a world class organization visited annually by Japanese Businesses to evaluate his style of management. This is the most readable book on business since the One Minute Manager. Pracital business experiences which can be applied to any business not just a car dealership. Example: ‘Threat a customer as you would your best friend Don’t charge for the small stuff.’ I bought 34 copies for all my managers. You’ll pick it up read it in a few hours and then read it again.
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My wife gave me her copy of “Customers For Life” that she had received a corporate retreat. When I first considered opening a gentlemen’s club I pulled it off the shelf hoping to find a few useful “tidbits.” This book completely changed my concept of customers and business success. In 3 short months of operation I have put a substantial dent into a highly competeitive market using Mr. Sewell’s approach to servicing his customers. As a condition of employment with my company, everyone from waitresses and doorman to my general managers must read this book and attend weekly meetings to discuss how to apply it’s principals at my place of business. The only business book I can honestly say is worth its wait in gold.
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If you want to keep your customers and bring in new ones this is the book for you. Carl not only knows that customers are the life blood of a business but how the employees are a key to it. If you want your dealership (or any business) running at top speed, this is the book to read. I highly recommend it to my dealership clients.
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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.
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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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I was deeply skeptical when a friend handed this book to me– suit, grin, car salesman? What did that have to do with consultancy to media companies? What did this have to do with anything?
No joke– it has to do with *everything* in business.
A great focused reminder about where to spend your energy and attention if you want to grow your business. This doesn’t just repeat the same old motivational seminar stuff that seems to populate so many of the business books out there.
It’s a quick read with good advice illustrated by real life examples. What more can you ask for?
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I cannot say enough about how right on the money Carl is on this book. I have met some of his custoemrs on planes and as I travel. Been to one of his dealerships. This guy practices what he preaches and it shows. This is real world how it is done. Jack in his book about Enterprise Rent A Car called Exceeding Customers Expectations is similar and so is the book about South West Airlines and the History of Nordstroms. Maybe this should be called the Bible of customer service in th Real World. He is right, his customers love him in Dallas and your customers will love you too if you follow this real world, provn plan and if you believ it in your heart and soul you will understand like Carl. This book needs six stars, but I can only put in five so here is all six for you Carl ******. You deserve them and so does this book. the other reviews are good too and I think anyone who reads this book will understand it’s value, after all you are a customer too. Think about what you want as a customer, this is what Carl shows you. He shows you how to become one with your customer. You should buy this book and then you do not need an MBA.
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If you just take a portion of what Carl Sewell has done to build his business and implement it into your business, you will see amazing positive results! This book is required reading for my employees!
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I`ve almost never been involved in sales, and that`s maybe because I think that is not my best skill at all, but after reading this book I do understand everyone of us has a seller inside, in every daily activity, from promoting our own job to talking to our neighbours.
So spend a very few bugs and buy it. You`ll enjoy it!
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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.