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

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More About This Book

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.

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

Product Details

  • ISBN-13: 9780385504454
  • Publisher: Crown Publishing Group
  • Publication date: 11/19/2002
  • Edition description: Revised and Updated
  • Pages: 210
  • Sales rank: 71,245
  • 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.

Customer Reviews
Average Rating 4.5
( 7 )

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  • 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!

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  • 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.

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  • 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!!

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  • 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."

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  • 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.

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  • 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.

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    Posted December 14, 2009

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    Posted January 22, 2010

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    Posted June 25, 2009

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    Posted September 27, 2011

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