Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless : How to Make Customers Love You, Keep Them Coming Back and Tell Everyone They Know
Author: Jeffrey Gitomer
List Price: $30.00
Our Price: Click to see the latest and low price
ISBN: 188516730X
Publisher: Bard Press (September, 1998)
Sales Rank: 2,117
Average Customer Rating: 4.38 out of 5
Customer Reviews
Rating: 5 out of 5
This book is priceless!
I am a VP of Operations for a small service company, I read this book in four days and am now buying it for all of my staff - 75 copies. It is full of practical, logical information that does make a difference - but only if you put it to use. I thoroughly enjoyed Jeffrey's story-telling and unique style of presentation it made the book fun to read! He constantly hammers you with little gems of wisdom - illustrated by some great (and some not so great) service stories. He sums up all there is to know about how to deliver memorable service - what will separate your company from your competition. I will forever remember that every customer I talk to I should treat like I am talking to my own beloved Grandma! Every customer should be treated as preciously as she is treated. You need to buy this book and put it to use - before your competition does. Keep the good stuff coming Jeffrey!
Rating: 5 out of 5
This BOOK is priceless...
This book is only for those who wish to give the most outstanding service possible...those who want to hear "WOW!" again & again. The book is clear, easy to understand, and humorous. It's also hard-hitting & forces the serious service provider to take a hard look at themselves and their businesses. I gave a service orientation for my co-workers based largely on the contents of this book. The results were astounding. Even the most jaded of our service providers were overflowing with questions, comments and excitement. Anyone who works with the public should read this book. Just a note: If you are curious as to what happens if you take the opposite approach, check out another great book, "It's Not My Department" by Peter Glenn. The examples in his book spotlight a lot of the "customer service nightmares & horror stories" that tend to occur when apathy is the prime emotion guiding service.
Rating: 2 out of 5
Not close enough to the customer
People who are managing customer service at the money end - the customers - will get some value by interpreting Jeffrey Gitomer's work through their own experience. Unfortunately the author fights shy of some big realities, namely:* Your organisation, and not your competitors, can be responsible for placing the biggest obstacles between your service team and the customers. Oftentimes your job as a customer-centred manager is to work out ways around these - without getting fired.
* The fact is that for each 200 customers you help you will come across at least one active psychotic (honestly I'm not overstating this), never mind the congenitally rude or the customer that had a blazing row with their spouse 20 seconds before walking in. Gitomer's book won't help you sell to these customers. (Of course its your job to make sure you don't HIRE the psychotics if you can help it).
* More importantly for the manager, Gitomer won't tell you how to ensure that your staff don't [pick] up a bad attitude from their one mad/angry etc customer and spit it out on the next one.
You've got to keep everyone focused on each customer and their needs as they are. That's not as easy as it sounds. I used to allow staff a 'time-out'if they'd been verbally abused to give them a chance to calm down. At this point you can remind them that the previous 199 people they helped were actually pretty decent.
* Most people working customer service are on such low pay that they often come to work with money worries on their minds. If you can do anything at all to make work conditions a bit better -clean staff rooms and toilets, coffee machines that work etc - do it. Be as attentive to your staff as you are to your customers...
* Gitomer is right about one thing especially. You can't too often reinforce the message 'treat others as you would like to be treated.' Again its in the hiring - hire for empathy...
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