Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer
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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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| 06-27-08 | 5 | 1\1 |
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Customers For Life: How To Turn That One-Time Buyer Into a Lifetime Customer
I have given away many copies of this book and have always received a thank you, thanks for giving me something that really makes sense. It may have been written many years ago, but everything said is true today. Your Customers will stay with you if you adapt the tools learned. Highly recommended reading. (Review Data Last Updated: 2008-11-30 05:13:14 EST)
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| 04-24-08 | 4 | (NA) |
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This book reminds us of everything we have been told on every sales course we have every attended and offers so much more. If only doing these things wasnt that difficult. The answer is to get everyone in your orginisation on "the same page", don't buy one copy, buy one for every front line employee you have it could be the best investment you ever made.The bottom line is we know that this is the way things should be but we constantly make up excuses why we can't do it....
Make a stand, anything less than than exceptional service just isn't good enough. (Review Data Last Updated: 2008-06-26 06:29:49 EST)
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| 07-28-07 | 5 | (NA) |
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Carl Sewell's model for Sales and repeat business in the automobile business was thrust into the spotlight by some generous praise from uber-guru Tom Peters. This is his book on how he did it. Of course so much of it is beyond obvious ("Listen to your customers" - who doesn't know that's important in Sales?) but then again, he has to be doing something right.
Key themes include: - The important of understanding you customers. - Service through systems. - How do deal with people. - Measurement. - Creating customer experiences. - Learning (Borrowing). Perhaps Sewell's greatest contribution to broader Marketing management is the concept of the lifetime value of the customer. Is a customer worth the Caddy they buy, or every one they buy during their life? That's what costs need to be measured against. The book does earn it's spot in any Management library. (Review Data Last Updated: 2007-09-07 16:29:51 EST)
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| 07-28-07 | 5 | (NA) |
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Carl Sewell's model for Sales and repeat business in the automobile business was thrust into the spotlight by some generous praise from uber-guru Tom Peters. This is his book on how he did it. Of course so much of it is beyond obvious ("Listen to your customers" - who doesn't know that's important in Sales?) but then again, he has to be doing something right.
Key themes include: - The important of understanding you customers. - Service through systems. - How do deal with people. - Measurement. - Creating customer experiences. - Learning (Borrowing). Perhaps Sewell's greatest contribution to broader Marketing management is the concept of the lifetime value of the customer. Is a customer worth the Caddy they buy, or every one they buy during their life? That's what costs need to be measured against. The book does earn it's spot in any Management library. (Review Data Last Updated: 2008-04-25 15:21:10 EST)
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| 02-09-07 | 5 | (NA) |
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This book gives valuable insight into what a customer really wants and thinks. I would recommend this book to anyone who works with customers, employees and employers alike! Often we forget who really pays your paychecks. (Hint: It's not your boss!)
(Review Data Last Updated: 2007-04-12 11:14:01 EST)
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| 02-08-07 | 5 | (NA) |
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This book gives valuable insight into what a customer really wants and thinks. I would recommend this book to anyone who works with customers, employees and employers alike! Often we forget who really pays your paychecks. (Hint: It's not your boss!)
(Review Data Last Updated: 2007-04-11 03:35:42 EST)
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| 01-09-07 | 4 | 1\1 |
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This book cuts through all the theory and gives a real life view of someone who is passionately dedicated to service and shows how service drives superior business. All the business theories come to life through real life examples from Carl Sewell's business experience. It is a down to earth book of how to see the true value of service to a business and how to think like a customer to deliver world-class service.
Since he is the boss over his firm, there are a few things that need to be modified or adapted to fit in the corporate world to be practical. Overall, a good read. It will energize you in thinking about service as a strong business tool. (Review Data Last Updated: 2007-06-30 08:19:51 EST)
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| 01-09-07 | 5 | 1\1 |
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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.
(Review Data Last Updated: 2007-06-30 08:19:51 EST)
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| 09-03-06 | 5 | 2\2 |
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This book does a great job of giving useful and easy to implement information to anyone who wants to increase customer satisfaction and referrals. The author writes from his personal experience in the automotive industry.
It is easy to read and even gives a checklist at the end of each chapter with the points or lessons of the chapter. Although some of the examples seem obvious, I find they are almost never followed. I think anybody could gain financially from reading and following the ideas given in this book. I would recommend this book to anyone who is serious about increasing client loyalty and referral business. (Review Data Last Updated: 2007-06-30 08:19:51 EST)
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| 09-02-06 | 5 | 1\1 |
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This book does a great job of giving useful and easy to implement information to anyone who wants to increase customer satisfaction and referrals. The author writes from his personal experience in the automotive industry.
It is easy to read and even gives a checklist at the end of each chapter with the points or lessons of the chapter. Although some of the examples seem obvious, I find they are almost never followed. I think anybody could gain financially from reading and following the ideas given in this book. I would recommend this book to anyone who is serious about increasing client loyalty and referral business. (Review Data Last Updated: 2007-01-10 06:20:00 EST)
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| 10-27-05 | 5 | 5\5 |
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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. (Review Data Last Updated: 2007-06-30 08:19:51 EST)
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| 10-26-05 | 5 | 1\1 |
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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. (Review Data Last Updated: 2006-09-10 07:43:19 EST)
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| 10-17-05 | 4 | 2\2 |
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Great Book. Very informative. Mr. Sewell is a very successful business man and you can learn a lot about what he does right. His practice will work not only in the automotive business but in any retail business.
(Review Data Last Updated: 2007-06-30 08:19:51 EST)
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| 08-20-05 | 5 | 1\1 |
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I can't say enough about this book! It is relavent, easy to ready and full of gems of guidance. While "In Search of Excellence" is my all time favorite, this book packs the most punch-per-page. I bought one for my boss who then purchased one for every manager!
(Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 08-15-05 | 5 | 1\1 |
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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. Enjoy, Gill (Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 08-05-05 | 5 | 1\1 |
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One of the best customer service books of all time. Provides timeless principles that apply to every company, in every industry.
(Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 10-07-04 | 5 | 3\3 |
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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! (Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 02-06-04 | 5 | (NA) |
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I manage a car dealership, and our management team is going to have every employee in the dealership read the book and report on what they learned. It will change their thinking, just like it changed our thinking. It will change yours too. We MUST look at every transaction as a piece to a bigger picture puzzle, and this book reminds us of the the "how's" and "why's."
PS. Even if you are not in the "car business", this book will change the way you think about interacting with people. Simply put, it makes you want to give 110% in everything you do. (Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 10-30-03 | 5 | 5\5 |
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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!
(Review Data Last Updated: 2006-06-19 09:41:03 EST)
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| 03-07-03 | 4 | 2\3 |
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Summary:
We live in a customer economy. Customers control the way of doing business. It is necessary for the company to put customer¡¦s need at the core. This book provides many practical tactics to turn what customer needs into actions. Structurally, this book can be divided into three aspects: customer, employees and physical environment. And in each aspect, author will introduce some interesting tactics. For customer aspect, Carl suggests that company should ask customer their preference instead of just assuming what customer like. For employees aspect, Carl realizes that ¡§if you want your employees to be polite to your customer, you have to be polite to your employees¡¨. For physical environment aspect, Carl thinks that ¡§every impression is important¡¨, therefore all physical environment even a restroom should be treated well. Comment: Advantages: Although minor, still need to care For a student, this book really gives us many practical way of doing business as well as the proper manner when dealing with customers. Linkage between customer, employees and physical environment After reading the whole book, I understand more about the relationship of customer, employees and physical environment. Employees and physical environment are two vital elements which are influence customers directly. Therefore, if company want to retain and satisfy customers, it is critical for them to put effort the aspects of employees and physical environment. Disadvantage: Some ideas may not be applied in other industries Since the author run the business of car dealers, the content inevitable focus on car dealer. This may reduce the attractiveness of this book since some of the tactics cannot apply to other industry. (Review Data Last Updated: 2006-06-19 09:41:03 EST)
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