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

I personally choose this 5-Star rating because it all the notes and plays ALL the right cords. It's BETTER to under promise and OVER-DELIVER is a message that I immediately took away from the outset. AND, yes... EVERY employee needs to be empowered and in a position to resolve customer complaints. It makes the customer feel cared about and attended to without all the drama and hassle generally associated with satisfying their concerns. The most important message that I took away is the one that says "Measure everything.) Actually, I do this now and have during my entire business career even when my superiors couldn't always understand why. Most saw it as a symptom of my obsessive compulsiveness. I saw it as my yardstick for making logical decision making (tweaking) in order to better improve. As has been said, "You cannot manage what you cannot measure." Carl and Paul validated this or me in words that anyone can certainly understand. - Want to improve your companies bottom...Read more

This was required reading for one of my MBA classes years ago. I still recall many of the observations and recommendations concerning customer service that are applicable to any business situation. I bought this book as a gift for a young friend of mine who just started a job as a car salesman. I thought it was perfect for hims as this book was written by the third generation owner of one of the most successful car dealerships in the Fort Worth/Dallas area.Sewell's philosophy is not to do whatever it takes to make a sale, rather, do what ever it takes to make a lifetime customer.I highly recommend this book for anyone who owns their own business or deals with customers of any kind. (don't we all?)This may be the best book you've ever bought.