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

In this completely revised and updated edition of the customer service classic, 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.

• Operations Management (11th Edition)
• Inside the Magic Kingdom : Seven Keys to Disney's Success
• Perfect Dealership: Surviving The Digital Disruption
• Customers for Life Publisher: Crown Business; Revised edition
• How Did You Do It, Truett?: A Recipe for Success
• How to Sell Anything to Anybody
• Exploring Marketing Research (with Qualtrics Printed Access Card)
• Entrepreneurship in Action: A Retail Store Simulation
• The Service Culture Handbook: A Step-by-Step Guide to Getting Your Employees Obsessed with Customer Service
• Selling 101: What Every Successful Sales Professional Needs to Know