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Repeat Business

Overview

Repeat Business tells you in straightforward, plain language and colorful anecdotes how to treat people so they will keep coming back as satisfied customers. Larry has trained more than 100,000 business managers in the United States, Africa, Italy, Canada, and Great Britain, Repeat Business has been hailed as the business success book for the New Millennium
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1992 Paperback New Rising Tide Publishing 1992 Product DescriptionREPEAT BUSINESS teaches your new and long-term employees the six steps to superior customer service, the ... skills that will help you create loyal customers. Written in straightforward, plain language and colorful anecdotes, Repeat Business helps you learn how to treat people so they keep coming back as satisfied customers. Read more Show Less

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$6.15
Seller since 2005

Feedback rating:

(194)

Condition: New
1992 Paperback New Rising Tide Publishing 1992 Product DescriptionREPEAT BUSINESS teaches your new and long-term employees the six steps to superior customer service, the ... skills that will help you create loyal customers. Written in straightforward, plain language and colorful anecdotes, Repeat Business helps you learn how to treat people so they keep coming back as satisfied customers. Read more Show Less

Ships from: Enumclaw, WA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
$6.15
Seller since 2005

Feedback rating:

(194)

Condition: New
1992 Paperback New Rising Tide Publishing 1992 Product DescriptionREPEAT BUSINESS teaches your new and long-term employees the six steps to superior customer service, the ... skills that will help you create loyal customers. Written in straightforward, plain language and colorful anecdotes, Repeat Business helps you learn how to treat people so they keep coming back as satisfied customers. Read more Show Less

Ships from: Enumclaw, WA

Usually ships in 1-2 business days

  • Canadian
  • International
  • Standard, 48 States
  • Standard (AK, HI)
  • Express, 48 States
  • Express (AK, HI)
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Overview

Repeat Business tells you in straightforward, plain language and colorful anecdotes how to treat people so they will keep coming back as satisfied customers. Larry has trained more than 100,000 business managers in the United States, Africa, Italy, Canada, and Great Britain, Repeat Business has been hailed as the business success book for the New Millennium
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What People Are Saying

Nada S. Perrie

"It's so enjoyable and easy to read... a cross between Garrison Keillor and Paul Harvey... But most of all it got me excited about what we can do to create repeat business. I want to make sure every employee in my office has a copy." --Nada S. Perrie, General Manager, GTE Mobilnet

Ulrich

"What a great book! It is a must for all employee manuals in companies of all sizes. You are right, customers are less and less tolerant of companies that don't show a caring attitude." --Bob Ulrich, Marketing Director, Dial One Northwest, Inc.

Warman

"The principals you outline in "Repeat Business" are truly the basis of what you taught to over 1,000 Fred Meyer top management in the 13-week seminars. It is the guide to building a solid customer base." --Dale Warman, former Executive Vice President of Fred Meyer<\P>

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Product Details

  • ISBN-13: 9780963176608
  • Publisher: Rising Tide Publishing
  • Publication date: 6/1/1993
  • Edition description: TURBO LEADERSHIP SYSTEMS
  • Pages: 138
  • Product dimensions: 5.71 (w) x 8.64 (h) x 0.53 (d)

Table of Contents

Introduction: The Customer 1
Keep Them Smiling 3
Beyond Satisfaction 4
Rate Your Customer Relations 6
How Good Do You Want to Be? 8
Step 1 "R" Reliability 9
What Do Customers Want? 10
Grounded 10
Punctuality 11
In Stock 12
Pricing 13
Welcome 14
Keep Your Word 15
Excuses 16
Return Phone Calls 17
Why Return Calls? 18
Performance Outsells Promises 18
Step 2 "E" Extra Mile 21
What Is the Extra Mile? 21
A Bright Idea 22
The Mulcher 22
The Plane Ticket 23
Mary's Place 23
No Room at the Inn 24
Closing Time 25
Short Sleeves 25
Wake Up Call 26
Grapefruit 26
Boots 27
A Moving Story 28
Champagne 28
Rain Man 29
Million Dollar Parking 30
Spoon 31
The Belt 31
Double Take 32
Shocking the Competition 33
Sheep Herder 34
Shirt Off Your Back 34
Used Garage Door 36
Mount Success Seminar 37
Ten Commandments 38
Step 3 "P" Pleasant Personality 39
Smile 39
A Smile Will Get That Job 40
"Welcome Home" 40
Good Choice 41
Friendliness Pumps Up Sales 41
Appearance 42
Fish Story 43
To Bike or Not to Bike 44
Keyed Up 44
Diamond in the Rough 46
Hero 46
Handling Complaints 48
"Interdepartmental Ping Pong" 49
Eliminate the Negative 50
Roses for the Rebellious 51
Direct Marketing 53
A Good Cup of Coffee 54
More About Coffee 55
Cold Shoulder 56
Read All About It 56
Collective Wisdom 57
Is It Worth It? 60
You're In Control 60
Cold Fish 61
Log It In 61
Remembering Names 63
To Be Remembered 63
Our Favorite Sound: Our Name 64
A Powerful Tool 65
Have Fun With It 68
More About Names 69
By Any Other Name 70
Phone Power 71
Generate Enthusiasm with Enthusiasm 72
Don't Let This Happen to You 73
Words, Words, Words 75
"Have To" 75
Smart Alec In The Produce Department 75
Pedal Peddler 76
Walk in the Other's Shoes 77
Take-Home Pay 78
We Care 79
Just For Today 80
Step 4 "E" Enthusiasm 83
Drudgery or Joy? 84
Thermostat or Thermometer 84
A Dime a Dozen 85
Enthusiasm is Contagious 86
Commitment in Action 88
Not a Result of Life Circumstance 89
Sappers 90
Enthusiasm or Animation? 91
Best-Kept Secret 91
Home Run 92
Five Times More 95
Studebaker Speedster 96
Sandrail 96
Boiling Point 97
Hot Spot 98
Selling Chryslers 98
"Assume a Virtue" 99
"1776" 100
Six Major Areas 101
"5 X" 102
Live Life Full Out 102
Step 5 "A" Action 105
An Interruption 106
Don't Just Stand There 107
Action--Now! 108
World Class 109
In Command 109
Pro-Active or Passive 110
A Great Idea 110
Moment of Truth 111
Keep 'Em Smiling 112
Service With a Smile 112
Just What Does a Customer Want? 114
The Customer 115
Who Is a Customer? 116
Step 6 "T" Thank You 117
Winning at the Race Track 118
The Thank-You Note 119
A Stitch in Time 120
Ideas for Thank-You Notes 121
Examples 123
Up Your "Niceness" Quotient 125
No More Giveaways 126
Conclusion 129
Say "Yes" 130
Appendix A Name Images 133
First Names 133
Last Names 136
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