Customers for Life

How to Turn That One-Time Buyer Into a Lifetime Customer

Carl Sewell, Paul B. Brown

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Paperback

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English

Bantam Doubleday Dell
19 November 2002

Economics & Business; Sales & marketing

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.

By: Carl Sewell, Paul B. Brown
Imprint: Bantam Doubleday Dell
Country of Publication: United States
Edition: Revised edition
Dimensions: Height: 209mm, Width: 138mm, Spine: 13mm
Weight: 193g
ISBN: 9780385504454
ISBN 10: 0385504454
Pages: 240
Publication Date: 19 November 2002
Audience: General/trade , Professional and scholarly , ELT Advanced , Undergraduate
Format: Paperback
Publisher's Status: Active

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.