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

( 11 )

Overview

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 ...
See more details below
Paperback (Revised and Updated)
$9.94
BN.com price
(Save 33%)$14.99 List Price

Pick Up In Store

Reserve and pick up in 60 minutes at your local store

Other sellers (Paperback)
  • All (71) from $1.99   
  • New (13) from $8.33   
  • Used (58) from $1.99   
Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer

Available on NOOK devices and apps  
  • NOOK Devices
  • NOOK HD/HD+ Tablet
  • NOOK
  • NOOK Color
  • NOOK Tablet
  • Tablet/Phone
  • NOOK for Windows 8 Tablet
  • NOOK for iOS
  • NOOK for Android
  • NOOK Kids for iPad
  • PC/Mac
  • NOOK for Windows 8
  • NOOK for PC
  • NOOK for Mac
  • NOOK Study
  • NOOK for Web

Want a NOOK? Explore Now

NOOK Book (eBook)
$13.99
BN.com price

Overview

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.

Read More Show Less

Editorial Reviews

Soundview Executive Book Summaries
In this revised edition of Customers for Life, Carl Sewell, one of the country's top luxury-car dealers, offers 41 chapters (five more than the previous edition) of customer-service advice that explain how managers can turn one-time buyers into customers who come back again and again. His approach to great service includes numerous time-tested methods managers can use to gain customer loyalty.© 2003 Soundview Executive Book Summaries

Read More Show Less

Product Details

  • ISBN-13: 9780385504454
  • Publisher: Crown Publishing Group
  • Publication date: 11/19/2002
  • Edition description: Revised and Updated
  • Pages: 210
  • Sales rank: 64,198
  • Product dimensions: 8.16 (w) x 7.92 (h) x 0.52 (d)

Meet the Author

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.
Read More Show Less

Customer Reviews

Average Rating 4.5
( 11 )
Rating Distribution

5 Star

(8)

4 Star

(2)

3 Star

(0)

2 Star

(1)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 – 14 of 12 Customer Reviews
  • Posted April 9, 2011

    great read

    what a simple common sense model all ceo's should use! takes lots of dedication but man how could you not want to work there much less shop!

    Was this review helpful? Yes  No   Report this review
  • Posted June 6, 2009

    more from this reviewer

    Probably the best book on customer service EVER

    If you are looking for a book that will help you make your business successful beyond anything you have dared to hope for, this is it. This book encompasses both the philosophy and practice of how to raise the level of customer service in a business (and enjoy the rewards of doing so). It was written to be used. Clear examples, excellent advice, this is a must-read for any business owner. I can't recommend this book enough.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted September 22, 2005

    Easy reading, with a WEALTH of Insight into customer service!!

    This book gives insight into the world of customer service without preaching or lecturing like many other books of the same calibre. A conversational flow makes this book a great read anytime, and educates the reader on the proven methods of winning customers for life, in ANY industry, not just the auto industry!!

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted December 25, 2002

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

    Normally, when they tell you they have "updated a classic" what they mean is that they have adjusted all the numbers in the text for inflation. Not so, here. There are 5 new chapters, each containing at least one idea that could make any business better. It is nice when "new and improved" means "new and improved."

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted December 30, 2002

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

    Here's a case where you should believe the hype. The five new chapters make a very good, very helpful, book even better.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted January 16, 2003

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

    I had my doubts. I loved the original. And have used a number of the ideas--such as partnership pay--in my business for years. So, I was extremely skeptical when I saw that Carl Sewell had updated his book. But, I picked it up and LOVED the new chapters.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 7, 2002

    Great Book

    I had to read this book for a 400-level Marketing class. When I was through with this book, I wanted to travel from Michigan to Texas to buy a Cadillac from his dealership. He's very convincing and gives reasons why his style of marketing works.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted November 10, 2002

    He shows you how to make customer service a business strategy

    Simple, practical ideas that help you turn customer service--something you have to provide any way--into a profit center.

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted December 12, 2001

    Customers for life...

    I really enjoyed the Sewel insights. His opening 10 commandments about customer service are words to live by no matter what your business is... the rest of the book is an easy read, filled with quick little tidbits for personal and team development

    Was this review helpful? Yes  No   Report this review
  • Anonymous

    Posted December 14, 2009

    No text was provided for this review.

  • Anonymous

    Posted January 22, 2010

    No text was provided for this review.

  • Anonymous

    Posted June 25, 2009

    No text was provided for this review.

  • Anonymous

    Posted March 5, 2013

    No text was provided for this review.

  • Anonymous

    Posted September 27, 2011

    No text was provided for this review.

Sort by: Showing 1 – 14 of 12 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)